Client Satisfaction of the Services of Apayao State College Towards ISO 9001:2015 Sustainability

In higher education, evaluating client satisfaction is essential for ensuring service quality, sustaining ISO 9001:2015 standards, and guiding continuous institutional improvement. This study assessed the level of client satisfaction with the services provided by Apayao State College – Conner Campus towards ISO 9001:2015 sustainability. Employing a descriptive research design, the study involved 234 respondents selected through stratified random sampling, comprising students, faculty and staff, alumni, and external stakeholders. An adapted client satisfaction survey was used as the primary data gathering instrument. Data were analyzed using frequency, percentage, weighted mean, t-test, and one-way ANOVA. Results revealed that the respondents were predominantly young female students aged 18–25. In terms of service dimensions, respondents were satisfied with the timeliness of services (M = 4.14) and accessibility of records (M = 4.16), while they were strongly satisfied with staff responsiveness (M = 4.32) and overall service quality (M = 4.30). These findings indicate that the institution generally meets and, in several areas, exceeds the service expectations of its clientele. Significant differences in satisfaction levels were found across age groups and customer types in most service dimensions, while sex did not yield any significant difference across all dimensions. Notably, students consistently reported lower satisfaction compared to other customer types, suggesting that student-specific concerns warrant targeted institutional attention. Qualitative feedback further identified concerns regarding staff attitudes, limited awareness of roles and responsibilities, and restricted access to online services. The study concludes that Apayao State College–Conner Campus demonstrates a commendable level of service quality aligned with ISO 9001:2015 standards, while recommending continuous improvement initiatives particularly directed at frontline staff development and digital service accessibility.