Assessing the Relationship between Service Quality and Customer Satisfaction in the Registry of Deeds Towards Improved Customer Services

Abstract

The Public service efficiency is a vital factor influencing customer satisfaction, especially within government institutions such as the Registry of Deeds (RoD). This study explores the impact of five service quality dimensions (assurance, reliability, empathy, tangibility, and responsiveness) on customer satisfaction in the context of post-pandemic service delivery. It also examines how demographic variables, including age, sex, and educational attainment, shape perceptions of service quality to determine key areas for improvement. A quantitative, descriptive-correlational design was employed, with data collected from 351 clients who engaged with the RoD beginning in 2022. Respondents were selected through simple random sampling to ensure diverse representation. A validated survey questionnaire based on the SERVQUAL model was used to assess service quality and customer satisfaction across three dimensions: customer service, timeliness, and accessibility. The results show that assurance and reliability are the most significant predictors of customer satisfaction, highlighting the importance of professionalism, trustworthiness, and accurate service in building confidence in public institutions. Empathy and responsiveness also contribute positively, reflecting the relevance of timely and considerate interactions, although these aspects were perceived to be less developed. Tangibility received the lowest ratings, indicating a need for improved physical infrastructure and digital access. Notably, satisfaction levels varied significantly with educational attainment, as respondents with higher education levels tended to be more critical of service quality, suggesting greater expectations or awareness. The findings underscore the need for sustained investment in staff training focused on assurance and reliability. Furthermore, enhancements in responsiveness and digital infrastructure are essential to meet the demands of a modernized public service environment. These insights can guide policy actions and capacity-building programs aimed at increasing customer satisfaction and strengthening operational performance in the RoD.