Generating Resilient Quality Service Delivery in Select Government Agency and Industry Sector: Vibrant Customer Engagement Plan
DOI:
https://doi.org/10.5281/zenodo.20079842Keywords:
public administration, generating resilient quality service delivery, in select government agency and industry sector, vibrant customer engagement plan, descriptive-quantitative research method, Cebu, PhilippinesAbstract
This research assessed the extent of quality service delivery in relation to the customer among the select Government Agency and Industry Sector at Region Calendar Year 2026, as basis for Vibrant Customer Engagement Plan. This will help improve planning processes and development of strategies with regards to producing recommendation and solution to problems in customer engagement with both public and private sectors and uphold values in community service, integrity, professionalism, excellence, and teamwork. There are sixty (60) respondents in this research composing ten (10) employees’ respondent and fifty external (50) clients from National Government Agencies and Private entity sectors that will be chosen randomly. These client respondents availed the services of the company in terms of business management, manpower, health and medical services. The descriptive-survey-quantitative research method is used in this study. Descriptive survey is a method of collecting information by interviewing or administering a questionnaire to a sample of individuals. The findings in the perception by the respondent groups on quality-of-service delivery and customer relations reveal how respondents perceive the consistency, responsiveness, and integrity of service delivery systems. While high ratings indicate strong institutional performance, it is equally important to examine subtle variations in responses to identify areas for enhancement. These insights are essential in developing a Vibrant Customer Engagement Plan that strengthens not only the technical aspects of service delivery but also the relational and ethical dimensions that sustain public trust and satisfaction. In public administration, even when overall service performance is rated highly, operational and human-related issues can significantly influence customer satisfaction, trust, and long-term engagement that serve as a critical basis for developing targeted strategies within the Vibrant Customer Engagement Plan, ensuring that both systemic and behavioral challenges are effectively addressed. Based on the conclusions reached in this research, it is highly recommended that the proposed Vibrant Customer Engagement Plan be submitted to the Top Management for consideration and implementation.
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