which customers are served in an organization which could be good or poor.

They added that

aim providing quality service is to satisfy customer s and that in measuring service quality is a
better way to dictate the services are good or bad and whether the customers will be or are
satisfied with it.

Quality is one of the things that consumers look for in an offer, which service happens to
be one (Solomon, 2009).

Based on Brodie et al. (2011;2013) the consequences of customers engagement could be

customers perceived value, satisfaction, trust, commitment and loyalty. All of them are the main
measures of sustainable customer relationships as well.

Customer value is the basis for all marketing decisions analysis performed (Gummerus
2013).

It is acknowledge that customers engagement plays important role in long-term business

relationships, “where other relational concepts act as specific engagement antecedents and/or
consequences” (Broodie et al., 2011, p.6).

Diedericks (2012) defined reliability as the delivery services as it relates to constancy

and accuracy. It includes giving accurate answers to reference questions, keeping records
consistent with actual holdings/status and computer databases up and running. It is service
organization’s ability to deliver the promised service accurately and attentively. Customers want
to count on their providers. They value that reliability. It is three times more important to be
reliable than have shiny new equipment or flashy uniforms. Service providers have to do both.
But provider’s first and best efforts are better spent making service reliable
(serviceperformance.com).

Mollen and Wilson (2010) argues that there are three main themes related to customer
engagement, i. e. mental state along with active and sustained cognitive processing; assurance of
instrumental and experiential value; emotional bonding, pleasure and satisfaction. (Similar
suggestions are regarding customer engagement conceptualization have been)
Research Methodology

This part aims to present the research design, the research locale, the research
respondents, the research instruments and the data collection.

Research Design

This research uses descriptive research, this kind of research is done to analyze and
identify the variables of the study. It involves utilizing a survey question that are encompassed to
the frontline officers, their relationships to the students in Bayawan National High School.

Research Locale:

This study will be done in Bayawan National High School, Barangay Villareal,
Bayawan City, Negros Oriental. This institution is the biggest secondary school in Bayawan City
Division with a total number of 3,640 students as of S.Y. 2017-2018.
Research Respondents

The respondents of this study are the students enrolled in BNHS who benefit the services
from the Computer Laboratory, Guard House, Clinic, Faculty Offices from grade 7-12, Guidance
Office, Library and lastly in Administration Building.

Research Instruments

The researcher will use interview guide that enable data to be gather from chosen
respondents through the means of a structure interview format that the research needed to cover
in order to acquire a detailed respective of how each of the chosen respondents view the quality
services of the frontline officers.

Data Gathering

The researchers gather information through interview that entails the noting and
recording of the information about the quality services of frontline officers in Bayawan National
High School. Face to face interview using structured question or questionnaire will be used
among the frontline officers in BNHS.