ABSTRACT
Quality of service implementation and client satisfaction are two significant elements in organizational management and sustainability. The operational conditions, as well as the high level of competition, are forces that require the company to strictly adhere to excellent services. Client satisfaction is a modern approach to quality in businesses and organizations and it contributes to the formation of the truly client-focused organizations and cultures. Measuring customer satisfaction provides fast, relevant, and objective input on the preferences and expectations of customers. In this manner, a company's performance may be evaluated for a set of satisfaction dimensions that show a corporate organization's strong and weak aspects. A better organization with clear policies and objectives that enable enhanced employee competencies while increasing client satisfaction emerges from successful implementation.
The research attempted to further investigate the relationship between the level of implementation and the level of client satisfaction on the Modified Pag-IBIG 2 Savings Program of Home Development Mutual Fund and discussed the issues and concerns, as well as the difficulties encountered, that could potentially impede meeting the goal of client satisfaction and retention.
A total of 175 surveys were collected at random using a researcher-made questionnaire and the model was analyzed and evaluated using the Mean, Four-point Likert Scale, and Pearson Product-moment Correlation. The analysis revealed the existence of a small but significant positive relationship between the level of implementation and client satisfaction. Furthermore, the study proposed an action plan to develop and improve additional techniques to reinforce the ongoing program and increase the productivity and confidence of Pag-IBIG Fund employees.
Keywords: MP2, Modified Pag-IBIG 2, Pag-IBIG Fund, Implementation, Clients’ Satisfaction
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