Modelling Student Client Satisfaction with Registrar Services: The Role of Management Behavioral Complexity and Customer-Centered Practices in Northern Mindanao

This article reports the quantitative phase of a larger mixed-methods dissertation. The quantitative strand employed a descriptive-correlational design, using path analysis to examine the predictive relationships among registrar management behavioral complexity, employees’ customer-centered practices, and student satisfaction. Accordingly, this study aimed to model student customer satisfaction with registrar services in selected Local Universities and Colleges in Northern Mindanao by examining the role of registrar management behavioral complexity and employees’ customer-centered practices. Anchored in complexity leadership theory and the expectancy-disconfirmation theory, the study adopted a descriptive quantitative research design. Results revealed that both registrar management behavioral complexity and employees’ customer-centered practices were rated at high levels, indicating strong leadership competencies and consistent service-oriented behaviors. Student customer satisfaction was likewise found to be high, suggesting that registrar services generally meet student expectations. Path analysis further revealed that management behavioral complexity significantly influences student satisfaction indirectly through employees’ customer-centered practices, highlighting the mediating role of frontline service delivery. The study concludes that effective leadership enhances student satisfaction when translated into strong customer-centered practices, underscoring the importance of aligning leadership strategies with service delivery to improve registrar services.