Examining the Influence of Service Quality on Client Satisfaction in Government Offices: A Literature Review
Ezza Mae Nequinto Amador *
Carlos Hilado Memorial State University, Fortune Towne, Sofia Gonzaga St., Brgy. Estefania, Bacolod City 6100 Negros Occidental, Philippines.
*Author to whom correspondence should be addressed.
Abstract
Aims: This study aims to examine the influence of service quality on client satisfaction in government offices through a comprehensive literature review.
Study Design: This research utilizes a systematic literature review design, examining peer-reviewed articles that focus on service quality and client satisfaction in the public sector.
Place and Duration of Study: This study was conducted in Bacolod City from April to May 2025.
Methodology: This study employed a systematic literature review approach to examine the influence of service quality on client satisfaction in government offices. Existing research was carefully reviewed and analyzed to better understand how public services are evaluated from the client’s point of view.
Results: The review revealed a strong positive relationship between service quality and client satisfaction in government offices. Each SERVQUAL dimension—assurance, empathy, reliability, responsiveness, and tangibility—was found to significantly influence how clients perceive and evaluate public services. Assurance and empathy were particularly emphasized as critical factors for building trust and emotional connection with clients. Reliability and responsiveness were linked to service efficiency and consistency, while tangibility shaped the overall client impression through the physical service environment. Furthermore, client expectations and perceptions emerged as key indicators of satisfaction, highlighting the importance of aligning service delivery with client anticipations to enhance satisfaction levels.
Conclusion: Service quality remains a decisive factor in achieving client satisfaction in the public sector. The SERVQUAL model provides a valuable framework for understanding and improving public service delivery. When government offices invest in service quality—through competent staff, timely responses, consistent processes, and improved facilities—they strengthen public trust, enhance satisfaction, and contribute to more citizen-centered governance. This literature review underscores the need for continuous service improvement efforts that are informed by client expectations and perceptions to ensure effective, responsive, and reliable government services.
Keywords: Service quality, client satisfaction, government offices, systematic review, SERVQUAL model