Optimizing Customer Experience: Digitizing Queuing System for LGU Alaminos City

April Jermaine B. Rodriguez, Shahaff D. Acmad, Jerick I. Piaoan, Alexandra May S. Rivera and Christian Paul O. Cruz
Additional contact information
April Jermaine B. Rodriguez: College of Management and Technology, Pangasinan State University – Alaminos City Campus
Shahaff D. Acmad: College of Management and Technology, Pangasinan State University – Alaminos City Campus
Jerick I. Piaoan: College of Management and Technology, Pangasinan State University – Alaminos City Campus
Alexandra May S. Rivera: College of Management and Technology, Pangasinan State University – Alaminos City Campus
Christian Paul O. Cruz: College of Management and Technology, Pangasinan State University – Alaminos City Campus

International Journal of Research and Innovation in Social Science, 2025, vol. 9, issue 4, 6205-6209

Abstract: This study examined the enhancement of customer experience in LGU Alaminos City through the development and implementation of an advanced queuing system. The system was designed to streamline processes, minimize wait times, and improve service efficiency. By integrating modern technology and strategic design, the study assessed its impact on customer satisfaction and operational effectiveness. A mixed-methods approach was used, incorporating quantitative data from wait-time analysis and system performance metrics, along with qualitative insights from customer satisfaction surveys and staff interviews. This comprehensive evaluation measured improvements in service flow, transaction efficiency, and overall customer experience. The findings revealed a significant reduction in wait times and an increase in customer satisfaction. The system enhanced workflow efficiency, allowing LGU personnel to manage transactions more effectively and prioritize urgent cases. Respondents reported a more organized, transparent, and user-friendly queuing process, contributing to a positive public service experience. This study highlights the importance of technology-driven innovations in optimizing government service delivery. The advanced queuing system proved to be an effective solution for improving service accessibility and efficiency. The insights gained can serve as a model for other local government units seeking to modernize their queuing systems and enhance customer service.

Date: 2025
References: Add references at CitEc
Citations:

Downloads: (external link)
https://www.rsisinternational.org/journals/ijriss/ ... ssue-4/6205-6209.pdf (application/pdf)
https://rsisinternational.org/journals/ijriss/arti ... r-lgu-alaminos-city/ (text/html)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:bcp:journl:v:9:y:2025:issue-4:6205-6209

Access Statistics for this article

International Journal of Research and Innovation in Social Science is currently edited by Dr. Nidhi Malhan

More articles in International Journal of Research and Innovation in Social Science from International Journal of Research and Innovation in Social Science (IJRISS)
Bibliographic data for series maintained by Dr. Pawan Verma ().