The shift to e-office transactions: The case of the University of Baguio

Abstract

Efficiency and mechanism of delivery of service have been the long-felt need for smooth functioning of processes in every sector of society. In this context, the University of Baguio started to shift to e-office transactions during the pandemic period. The main objective of this study is to evaluate the status of the University’s e-office transactions along five service quality dimensions as perceived by the selected stakeholders. A descriptive, evaluative design was used to assess the University of Baguio's online business transactions capabilities and the gaps as it gradually shifts to doing online transactions. The stakeholders perceived that the University's service quality dimensions agree with the indicators for tangibles, reliability, responsiveness, assurance, and empathy. Despite perceiving that the University agrees with the five dimensions, there were significant differences among the groups. Further analysis showed that the gaps are also attributed to the employees’ different perceptions of the organization. The e-office transaction is well supported with the necessary infrastructure to support the smooth functioning of quality services. The increasing use of e-office transactions raises a need to define different standards and means to assess and assure quality service, invest in and adopt modern information and communication technologies to provide efficient access to e-services, and involve the employees in the establishment of a university process to utilize e-Office transactions/services.