Published Paper Details:

This study evaluated the quality of human resource (HR) service delivery in selected cities of Central Luzon by examining client satisfaction across six dimensions: reliability, responsiveness, assurance, empathy, communication, and efficiency. Using a quantitative correlational design, data were gathered from 380 respondents through a structured survey questionnaire to determine both satisfaction levels and the influence of demographic factors. The results revealed a generally high level of satisfaction, with responsiveness and communication identified as the strongest aspects of service, reflecting positive interpersonal engagement between HR personnel and clients. However, reliability emerged as an area needing improvement, particularly in ensuring accuracy and consistency in service processes. The analysis further showed that educational attainment and occupation significantly influence satisfaction, indicating that expectations tend to increase with professional and educational advancement. These findings suggest that while strong communication practices build trust and satisfaction, achieving higher levels of HR service excellence requires strengthening administrative precision through standardized procedures and system-based quality controls. Overall, the study contributes to a more integrated understanding of HR service delivery by highlighting the need to balance human-centered approaches with efficient and reliable organizational systems.