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This Author published in this journals
All Journal Journal of Governance Risk Management Compliance and Sustainability International Journal of Management, Entrepreneurship, Social Science and Humanities (IJMESH) Humanities, Society, and Community (HSC)
Armando A Salenga Jr
City College of Calamba
Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Environmental Science Law, Crime, Criminology & Criminal Justice Social Sciences Other

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Enhancing Client Satisfaction: Utilizing Feedback for Ongoing Improvement Strategies Ronald A Gonzales; Mary Rose Montano; Aveto M Dasal Jr; Renante A Artificio; Anna Rhea C Opeña; Maria Mylin S Miranda; Meljhon G Mosca; Armando A Salenga Jr
Humanities, Society, and Community Vol. 3 No. 1 (2025): Humanities, Society, and Community
Publisher : Research Synergy Foundation Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31098/hsc.v3i1.3303

Abstract

This study evaluated client satisfaction with the services provided by the City College of Calamba (CCC), with particular focus on the implementation of its Citizens' Charter and compliance with Republic Act No. 11032. Using a descriptive research design with 2,633 respondents, the study measured satisfaction across eight service quality dimensions, revealing an overall "Very Satisfactory" rating of 94.32%. The highest scores were in Reliability (95.46%) and Assurance (95.07%), while Costs (90.53%) and Learning Management System (LMS) support were identified as areas needing improvement. Statistical analysis using Goodman and Kruskal's Gamma Correlation demonstrated significant relationships between respondents' awareness of the Citizens' Charter and their satisfaction levels, highlighting the Charter's importance in service quality enhancement. Based on these findings, the study proposed a Continuous Improvement Plan (CIP) for FY 2026 focusing on digitization, staff training, and stakeholder engagement. However, the research had limitations, including reliance on self-reported data, which may introduce response bias, and its cross-sectional design, which limits causal interpretations. The study's focus on a single institution also affects the generalizability of results. For future research, longitudinal studies could assess the long-term impact of CIP implementation, while qualitative approaches, such as interviews, could provide deeper insights into satisfaction drivers. Comparative studies with other institutions would help identify best practices, particularly in addressing cost-related concerns and improving digital service delivery. These research directions would further strengthen CCC's governance framework and service excellence in line with national mandates and stakeholder needs.
From Celebration to Continuous Improvement: A Mixed-Methods Strategic Event Management Framework Mary Rose Montano; Ronald A Gonzales; Anna Rhea C Opeña; Aveto M Dasal Jr; Jeanne Mae L Ilao; Armando A Salenga Jr; Francis Eduard T Malitig; Lyka B Rodelas; Michael S Navarro; Meljhon G Mosca
International Journal of Management, Entrepreneurship, Social Science and Humanities Vol. 9 No. 2 (2026): January - June Volume
Publisher : Research Synergy Foundation

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31098/ijmesh.v10i1.4141

Abstract

School events play a vital role in strengthening institutional identity, stakeholder engagement, and the overall educational experience. However, many higher education institutions lack systematic, evidence-based approaches for evaluating these events and translating feedback into sustained improvement. This study evaluates a school graduation ceremony at the City College of Calamba to inform strategic and data-driven institutional event management practices. Using a convergent parallel mixed-methods evaluative approach, the study collected data from 274 stakeholders through a structured survey and open-ended responses to assess satisfaction across key dimensions of event planning and execution. Overall satisfaction levels were high, with mean scores ranging from 3.44 to 3.64 on a four-point Likert scale, indicating generally positive stakeholder perceptions. Technical and production quality received the highest rating (M = 3.64), while registration and rehearsal processes received the lowest (M = 3.44), highlighting specific areas for managerial improvement. No statistically significant differences in satisfaction were found across age, role, or department (p > 0.05), suggesting consistent event experiences across stakeholder groups. Based on these findings, the study proposes a Strategic Event Management Framework and corresponding Action Plan that translates evaluation results into concrete institutional management strategies. By reframing school events from isolated celebrations into strategically managed organizational activities, the framework supports continuous improvement, quality assurance, and institutional accountability. The study contributes to educational and institutional management literature by demonstrating how quantitative satisfaction indicators and qualitative feedback can be integrated to guide evidence-based decision-making in higher education event management.
Strengthening Academic Libraries: Quality Assurance Planning and Development Office’s Role in Digital Resilience and Risk Management Mary Rose Montano; Ronald A Gonzales; Simplicio P Alba; Anna Rhea C Opeña; Marilyn R Garma; Armando A Salenga Jr; Francis Eduard T Malitig; Lyka B Rodelas; Michael S Navarro
Journal of Governance Risk Management Compliance and Sustainability Vol. 6 No. 1 (2026): April Volume
Publisher : Center for Risk Management & Sustainability and RSF Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31098/jgrcs.v6i1.4119

Abstract

Libraries increasingly face complex risks threatening both physical and digital collections; however, empirical qualitative evidence on how institutional risk governance structures operationalize digital resilience remains limited. This qualitative case study examines the risk preparedness of 20 academic libraries within a bounded higher education governance context through open-ended questionnaires and policy document review. Findings indicate that while basic physical safeguards and manual digital backups are widely practiced, libraries lack formalized disaster recovery frameworks, cybersecurity protocols, and governance-aligned digital risk strategies.  Crucially, the Quality Assurance, Planning, and Development Office (QAPDO) emerges not merely as a support unit but as a governance leverage point, capable of translating risk awareness into institutional obligation through policy alignment, strategic planning, accreditation-linked monitoring, capacity building, and resource mobilization. The study advances institutional resilience scholarship by reframing digital resilience from a technical or library-specific concern into an institutional governance capacity, demonstrating how QAPDO can re-couple fragmented library practices with central quality assurance systems. The study proposes a governance-centered conceptual framework that positions QAPDO as the mediating mechanism between institutional risk environments and sustainable digital resilience outcomes, offering a replicable model for embedding resilience into higher education library governance.
Co-Authors Anna Rhea C Opeña Aveto M Dasal Jr Francis Eduard T Malitig Jeanne Mae L Ilao Lyka B Rodelas Maria Mylin S Miranda Marilyn R Garma Mary Rose Montano Meljhon G Mosca Michael S Navarro Michael S Navarro Renante A Artificio Ronald A Gonzales Simplicio P Alba