Abstract

Author: Angelica H. Malabunga

Doi: 10.26480/bosoc.02.2025.67.70

This is an open access article distributed under the Creative Commons Attribution License CC BY 4.0, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited

This study examines customer satisfaction with outsourced accounting services within the Philippines’ growing Business Process Outsourcing (BPO) industry. Despite the sector’s expansion, little is known about how these services satisfy customer demands for effectiveness and quality of service. One hundred clients were surveyed using stratified random sampling in Lucena City, Philippines, to collect data from those who have utilized BPO accounting services. A quantitative approach evaluated customer satisfaction along several dimensions, including service quality, problem-solving, value for money, responsiveness, communication, and expertise. Findings show that although customers find using accounting services from outside sources to be economical, satisfaction levels differ. The two most important elements influencing satisfaction were responsiveness and communication, with a significant number of clients expressing dissatisfaction. Additionally, concerns were raised about the efficiency and quality of the services. The study finds that although BPO companies offer to meet customer expectations, cost reductions and enhancements in service delivery are required. Enhancing communication is one suggestion for improving client satisfaction, responsiveness, and professional growth among employees. This study supports outsourcing literature and provides insightful information for BPO companies both domestically and internationally.