Clients' Expectation and Perception of the Services Rendered by the Research and Publication Office

Determining the clients' expectations and actual experiences of the services of the Research and Publication Office of Liceo de Cagayan University is crucial in sustaining the operations of the office. The study determined the gap difference on the clients' expectations and perceptions on the services provided by RPO on its clients. Specifically, it determined (1) the clients profile in terms of gender, civil status, and occupation; (2) the types of services availed by the clients from the office; (3) the clients' expectation of the services offered by RPO; (4) the clients' perception of the services they received from RPO; and (5) the mean difference between the respondents' expectations and perceptions of the RPO services. The results reveal that majority of the respondents were female, single, and student and the majority of them availed the following services: Plagiarism Detection, Grammarly Checker, and research capability. From the findings of the study, it is evident that there is a minimal gap difference between the clients' expectations and the perception of the services they received from RPO. Based on the gap difference, the RPO has to improve in terms of empathy and responsiveness in dealing with the clients.

Keywords: Service, Expectation, Perception, Gap difference, Clients