Service Quality and Customer Satisfaction in the Customer Care Center of One Revenue Collecting Agency in the Philippines

Abstract – This study aims to assess the quality of service and customer satisfaction on the services rendered by the Customer Care Center (CCC) of the BOC-Port of Manila, with regard to tangibility, reliability, responsiveness, assurance, and empathy; to identify the factors affecting customer satisfaction; to test the significant difference in the quality of service  and customer satisfaction when respondents were grouped according to profile; to test the significant relationship between service quality and customer satisfaction and between customer satisfaction and factors affecting it; and to propose an action plan to enhance customer satisfaction. The study employed a descriptive method of research utilizing an adopted questionnaire for the assessment of service quality and customer satisfaction and a self-made questionnaire for the factors affecting customer satisfaction. The study’s findings revealed that the service quality of POM-CCC with regard to tangibility, reliability, responsiveness, assurance, and empathy is very high. Likewise, they are highly satisfied with the services provided by the POM-CCC with regard to the same values. On the other hand, they strongly disagree on the factors affecting customer satisfaction at the POM CCC. Further, there was a significant difference in the service quality when grouped according to profile with regard to assurance and empathy when grouped according to employment type. There was also a significant difference in customer satisfaction when grouped according to profile with regard to transaction type and employment type. It was found out that those who are in the document receiving/releasing and authorized representatives are more satisfied. Moreover, a moderate direct correlation was observed between service quality and customer satisfaction. This means that a significant difference exists and implies that the better the quality of the service, the more that the customers are satisfied. A significant relationship also exists between customer satisfaction and factors affecting it and implies that the more satisfied, the lesser problems encountered. Lastly, an action plan is proposed to enhance customer satisfaction at the POM CCC of the BOC.

Keywords – Service quality, Customer Satisfaction, Bureau of Customs, Customer Care Center, Tangibility, Reliability, Responsiveness, Empathy, Assurance

https://doi.org/10.70979/HLKX4783