Bersabal Et Al - FINAL

1.
INTRODUCTION
This study claims that efficient public service means satisfied client, and that
unless the public, specifically clients of government offices, vents their assessment to the
kind of public service they received, local government units cannot empirically pinpoint
weak links in their programs, projects, and service delivery. The study will gauge the
clients satisfaction to the different services provided by the Local Government of Padre
Burgos, Southern Leyte. This research aims to check if clients satisfaction could serve as
a potent feedback mechanism to find out if the local government could reinvent or
reengineer the flow and delivery of its services to the best interest of the public.
Article XI, Section 1 of the 1987 Philippine Constitution and Section 2 of
Republic Act 6713, otherwise know as the Code of Ethical Standards for Public Officials;
and Republic Act 9485 or the Anti-Red Tape Act of 2007 (ARTA), states that public
offices and its employees must at all times be accountable to the people and must serve
them with utmost responsibility, integrity, loyalty and efficiency, competence, and should
uphold public interest over personal interest. These laws intend to make government
services more inclusive, responsive and of top most quality (Lim, 2010).
In a study conducted by Ivanka, et al. (2011) they found out that clients
satisfaction in government organizations is less direct than for many private-owned
businesses and that service quality and customer satisfaction are distinct concepts,
although they are closely related. Moreover, in a study conducted by Reyes (2013) she
found out that engaging in activities to increase client satisfaction can build public trust
or confidence; promote integrity and accountability in local government. Reyes (2013)
added that the government need to exert efforts to evaluate the consistency in client
satisfaction at any levels of service in order to identify deficiency or failing points in the
service delivery processes. In government perspectives, engaging in customer
satisfaction survey will help to get the best available information by knowing their
opinions and perceptions, understand the impact of alternative options whether this would
or would not meet their needs and to reduce the risk if not risk-free of unforeseen
consequences (Bourgon, 2007). Atkinson (2008) also found out that cleanliness, security,
value for money and courtesy of staff determine customer satisfaction, while Knutson
(2008) revealed that room cleanliness and comfort, convenience of location, prompt
service, safety and security, and friendliness of employees are important.
This study will be conducted to bridge some theoretical gaps in the assessment of
clients or customer satisfaction since majority of the literatures and studies available
nowadays concerns on the corporate side of management wherein their contentions were
focused on how to maximize profit for businesses (Dawes and Eglene, 2008; Bellou,
2007; and Yagil and Gal, 2012). Local researchers in the Philippines confirmed that only
few researches were conducted concerning client satisfaction in the Local Government
Units (Ong, 2002; Mansan, et al., 1999). The researchers would like to find out how the
LGU Padre Burgos case could fit-in in the theories and models regarding client
satisfaction to public service.
The literatures cited encourage the researchers to find out what could clearly
illustrate the client satisfaction construct of the services delivered by the LGU of Padre
Burgos, Southern Leyte. Findings of this study will serve as baseline knowledge that can
be exploited by local government officials in formulating their plans and crafting their
policies towards excellence in the delivery of government services.
OBJECTIVES OF THE STUDY

This study strives to determine the clients satisfaction to the services offered by
different offices in the Local Government Unit (LGU) of Padre Burgos, to come up with
the following objectives:
1. To determine the level of client satisfaction in terms of the frontline services and
programs of:
1.1 Municipal Agriculturists Office;
1.2 Municipal Treasurers Office;
1.3 Municipal Planning and Development Office;
1.4 Municipal Engineers Office;
1.5 Municipal Budget Office;
1.6 Municipal Assessors Office;
1.7 Municipal Civil Registrars Office; and
1.8 Philippine National Police
2. To determine problems encountered by the clients in transacting with the different
offices of LGU Padre Burgos.
3. To solicit suggestions and recommendations to address public service delivery
problems.
2.0
THEORETICAL BACKGROUND AND CONCEPTUAL FRAMEWORK

OF THE STUDY
This study is anchored on three theoretical approaches. These theories are the
following: (1) Assimilation theory; (2) Contrast theory; and (4) Disconfirmation theory.
Assimilation theory is based on Festingers (1957) dissonance theory. Dissonance

theory posits that clients make some kind of cognitive comparison between expectations
about the product and the perceived product performance (Peyton, et al., 2003). This view
of the consumer post-usage evaluation was introduced into the satisfaction literature in
the form of assimilation theory. Peyton, et al. (2003) argued that clients seek to avoid
dissonance by adjusting perceptions about a given product to bring it more in line with
expectations. Clients can also reduce the tension resulting from a discrepancy between
expectations and product performance either by distorting expectations so that they
coincide with perceived product performance or by raising the level of satisfaction by
minimizing the relative importance of the disconfirmation experienced (Petrick, 2004).
Payton et al (2003) argues that Assimilation theory has a number of shortcomings.
First, the approach assumes that there is a relationship between expectation and
satisfaction but does not specify how disconfirmation of an expectation leads to either
satisfaction or dissatisfaction. Second, the theory also assumes that consumers are
motivated enough to adjust either their expectations or their perceptions about the
performance of the product. A number of researchers have found that controlling for
actual product performance can lead to a positive relationship between expectation and
satisfaction (Ekinci and Sirakaya, 2004). Therefore, it would appear that dissatisfaction
could never occur unless the evaluative processes were to begin with negative consumer
expectations (Petrick, 2004).
Contrast theory was first introduced by Hovland, Harvey and Sherif (1987). It is
defined as the tendency to magnify the discrepancy between ones own attitudes and the
attitudes represented by opinion statements (Luo and Bhattacharya, 2006). Contrast
theory presents an alternative view of the client post-usage evaluation process than was
presented in assimilation theory in that post-usage evaluations lead to results in opposite
predictions for the effects of expectations on satisfaction (Luo and Bhattacharya, 2006).
While assimilation theory posits that clients will seek to minimize the discrepancy
between expectation and performance, contrast theory holds that a surprise effect occurs
leading to the discrepancy being magnified or exaggerated (Barbara and Fornell, 2005).
According to the contrast theory, any discrepancy of experience from expectations
will be exaggerated in the direction of discrepancy. If the firm raises expectations in his
advertising, and then a clients experience is only slightly less than that promised, the
product/service would be rejected as totally un-satisfactory. Conversely, under-promising
in advertising and over-delivering will cause positive disconfirmation also to be
exaggerated (Barbara and Fornell, 2005).
Disconfirmation theory argues that satisfaction is related to the size and direction
of the disconfirmation experience that occurs as a result of comparing service
performance against expectations (Ekinci and Sirakaya, 2004). Researchers found in
their analysis that the disconfirmation paradigm is the best predictor of customer
satisfaction (Mattila and ONeill, 2003). Ekinci and Sirakaya (2004) cite Olivers updated
definition on the disconfirmation theory, which states Satisfaction is the guests
fulfillment response. It is a judgment that a product or service feature, or the product or
service itself, provided (or is providing) a pleasurable level of consumption-related
fulfillment, including levels of under- or over-fulfilment (Ekinci and Sirakaya, 2004).
Mattila and ONeill (2003) discuss that amongst the most popular satisfaction
theories is the disconfirmation theory, which argues that satisfaction is related to the size
and direction of the disconfirmation experience that occurs as a result of comparing

service performance against expectations. Basically, satisfaction is the result of direct
experiences with products or services, and it occurs by comparing perceptions against a
standard (e.g. expectations). Research also indicates that how the service was delivered is
more important than the outcome of the service process, and dissatisfaction towards the
service often simply occurs when guests perceptions do not meet their expectations.
Theory
Paytons (2003) Assimilation
(Dissonance) Theory on
clients expectations to
products and services
Hoyland, Harvey and Sherif
(1987) Contrast Theory
posit to minimize the
discrepancy between
expectations and actual service
delivery
Eckinci and Sirakaya (2004)
Disconfirmation Theory
satisfaction is related to the
size and direction of
performance against
expectations
Concepts
Variables
Client Satisfaction to
the delivery of
Frontline Services in
Local Government Unit
Profile of the LGU

service
departments/units
Level of client
satisfaction to frontline
services
Problems encountered
during service delivery
Figure 1. Schematic Diagram of Theoretical and Conceptual Framework of the study
3.0
METHODOLOGY
Research Design
This research is employing a descriptive survey design. This study will make use
of a self-made questionnaire to gather information from the respondents and information
will be tabulated, analyzed and interpreted to provide a description of the clients
satisfaction level to the services of LGU Padre Burgos.
Prior to the administration of the questionnaire and conduct of personal interviews
to clients of the LGU of Padre Burgos, the researchers will seek the permission and
approval of the Municipal Mayor. Once the conduct of this study and its data gathering
activity is approved, the researcher will conduct a test or validation survey in the Local
Government of Malitbog (nearby municipality) to check the validity of the research
instrument or questionnaire. After the questionnaire validation activity, necessary
adjustments in the questionnaire will be made, if necessary. The researchers will proceed
to administer the questionnaire to clients entering and availing the services of the LGU.
Respondents will be assured that all information they provide will be kept strictly
confidential, and no personal reference will appear in this study except in the form of
tables and numbers. Information will be used for academic purposes only and
respondents identity will not be disclosed.
Accomplished questionnaires and interview records will be classified, analyzed
using content analysis, while data in the questionnaires will be tabulated and statistically
treated using appropriate tools and formula, e.g. weighted means and percentages.
Research Environment
The study will be conducted in the Local Government Unit of Padre Burgos,
Southern Leyte. The Municipal Hall is located in Barangay Santa Sofia of said
Municipality and it housed the following offices: Office the Mayor; Office of the Vice
Mayor and Sangguniang Bayan; Municipal Trial Court, Department of Interior and Local
Government; Municipal Planning and Development Office; Municipal Budget Office;
Municipal Treasurers Office; Municipal Assessors Office, Municipal Civil Registrars
Office; Municipal Engineers Office; and Municipal General Services Office. Adjacent
to the Municipal Hall Building are the Philippine National Police Station and the Bureau
of Fire Protection Station.
The municipal government of Padre Burgos has personnel complement of 20
regular employees, 12 elected officials, and 30 job order personnel. Based on the 2010
Census of Population and Housing data, the municipal government is servicing a total of
8,000 inhabitants.
Research Respondents
Respondents for this study will be selected purposively based on their willingness
to participate in this study. The researchers will endeavor to administer the research
instrument to clients of the LGU from August 17, 2015 to September 4, 2015 for a period
of 3 weeks. The researcher will strive to get at least 240 respondents during the said
period. Respondents will be later classified according to their gender, age, civil status,
and educational attainment.
Table 1
Distribution of Respondents of the Study
Department/Office/Unit
Municipal Agriculturist Office
Number of
Respondents
30
Percent
12.5
Municipal Treasurers Office

Municipal Planning and Development Office
Municipal Engineers Office
Municipal Budget Office
Municipal Assessors Office
Municipal Civil Registrar Office
Philippine National Police
TOTAL
30
30
30
30
30
30
30
240
12.5
12.5
12.5
12.5
12.5
12.5
12.5
100
Research Instruments
The researchers will use a self-made questionnaire to gather data. The
questionnaire is composed of four parts. The first part, will gather data on the sociodemographic characteristics of respondents that include age, gender, civil status and
educational attainment. The second part elicits the information on the needs and wants of
clients, and their levels of satisfaction. The third part gathers information regarding the
problems encountered by the clients in transacting with the LGU and the problems
identified by the different offices in their service delivery activities. The fourth and the
last part of the questionnaire gathers information regarding the suggestions and
recommendations from the respondents for measures to be undertaken to effectively and
efficiently concerns in the delivery of public service.
Gathering of Data
The study will use a self-made questionnaire that will be administered to clients
who expressed their interest to participate in this study. The clients will be made to fill-up
the questionnaire or answer interview questions based on said questionnaire to facilitate
easy recording of answers. Open-ended and close-ended questions will also be asked to
gather more detailed data. Complaint and Feedback forms from each office will also be
used as an instrument in data collection.
Treatment of Data
Data gathered will be sorted, tallied, tabulated and interpreted using content
analysis and statistical analysis such as frequency count, percentage, weighted mean and
ranking. Data gathered will be treated with confidentiality and for academic purposes
only. Respondents identities will not be disclosed in whatsoever form.
4.0
FINDINGS
4.1
Profile of Clients / Respondents

The profile of the respondents covered their gender, civil status, highest
educational attainment, and office or employment status.

Gender
Table 2 indicated that majority of the respondents or 55% were males while
females constitute 45% of the total respondents. This affirms the demographic data of
Padre Burgos wherein its sex ration is 104 (meaning there are 104 men per 100 women)
based on the results of the 2010 census of population and housing conducted by the
National Statistics Office. Based on this information, it can be assumed that more men
than women were transacting with the local government unit of Padre Burgos during the
time this study was conducted.
Table 2
Distribution of the Respondents of the Study by Gender
GENDER
Males
Females
N
132
108
%
55
45
10
TOTAL
240
100
According to research conducted by Mokhlis (2012a), gender affects service

quality perceptions and the relative importance attached to dimensions of service quality.
Moreover, the study found out that in terms of service quality rendered by LGU, gender
discriminated significantly, with male customers attaching greater importance to empathy,
tangibles, and reliability than female customers. Only two of the factors, assurance and
responsiveness, seem equally important to both sexes (Mokhlis, 2012a).
This means that by looking into the differences between the responses of male and
female customers municipal managers should get signals that they are dealing with two
distinct customer segments, and these differences need to be taken into account if they
want to enhance customers satisfaction of service quality.
Civil Status
Table 3 shows that majority or 55.42% of the respondents were married while
31.25% were single. Very few identified themselves as widow or widower (5.00%),
separated (7.08%), and annulled (1.25%). The civil status of clients is an indicator on the
degree of their seriousness in the services they availed from the government and private
sector service providers (Dewan and Mahajan, 2014).
Table 3
Distribution of the Respondents of the Study by Civil Status
CIVIL STATUS
Single
Married
Widow
Separated
Annulled
TOTAL
N
75
133
12
17
3
240
%
31.25
55.42
5.00
7.08
1.25
100
11
According to Ogden & Ogden (2005) one of the most important demographic
information
is civil status because it shows if clients are availing of services for
themselves, for a spouse, or a family with children. Married clients have parental
obligations at home and therefore kin in observing time of service delivery (Mokhlis,
2012a).
This implies that in order to obtain greater impact to service delivery, the LGUs
should consider the demographic profile of the customers while providing services, as
each customer has individual needs and preferences according to his/her civil status.
Married clients tends to focus more on the credibility of the service provider since they
most often demand value for their money, time, and effort (Serin, et al., 2013)
Highest Educational Attainment
Table 4 exhibits that 20.00% of the respondents were high school graduate while
more than a quarter or 26.25% were college undergraduate. Data also indicates that
21.67% of the respondents were college graduate, and an aggregate of 12.92% possess
elementary education. Educational level is an important demographic information
because as customers `become more educated they demand different products and
different levels of service (Kent & Omar, 2003). Education influences a persons thinking
in making a decision, and can strongly affect a persons preferences and evaluation of
products and services (Hawkins and Mothersbaugh, 2010).
Table 4
Distribution of the Respondents of the Study by Highest Educational Attainment
HIGHEST EDUCATIONAL ATTAINMENT
Elementary Level
Elementary Graduate
High School Level
N
9
22
38
%
3.75
9.17
15.83
12
High School Graduate

College Undergraduate
College Graduate
With some Masters units
Masteral Degree
Some Units in Doctorate
Doctorate Graduate
TOTAL
48
63
52
5
1
1
1
240
20.00
26.25
21.67
2.08
0.42
0.42
0.42
100
The study conducted by Mokhlis (2012b) indicate, gender, age and education
were significant in differentiating among dimensions of service quality. These findings
suggest that local authorities need to take the views of demographic segments into
account if they want to maximize perceived service quality.
Moreover, educational attainment of respondents has been found significant in
discriminating three service quality factors. Customers with secondary qualifications are
less concerned with the tangible elements of service than the other groups. Less educated
customers are more concerned with service assurance, whereas those with higher
educational attainments are more concerned with service reliability (Mokhlis, 2012b).
This implies that LGUs should provide capability training to their frontline
service personnel so that they can effectively deal with clients with different educational
background.
Employment Status
Table shows the profile of the respondents by employment status. Data indicates
that 40.00% of the respondents were self-employed (doing business or practice of
profession of trade), 16.67% were unemployed, while almost half were either employed
with the government or private sector establishments.
Table 5
13
Distribution of the Respondents of the Study by Employment Status

EMPLOYMENT STATUS
Unemployed
Self-Employed
Employed - Government Sector
Employed - Private Sector
TOTAL
N
40
96
61
43
240
%
16.67
40.00
25.42
17.92
100.00
Compared to unemployed individuals, employed or self-employed individuals

regularly transact with LGU offices especially when it comes to obtaining licenses,
permits, certificates and other legal documents and instruments (Fountain, 2001; and
Mokhlis, 2012b).
This implies that LGUs should provide special attention to the needs of this group
of clients. Local government units should craft its service delivery to suit the demand of
employed individuals especially when it comes to the span of time required to complete
transactions with each offices providing frontline services (Fountain, 2001).
4.2
Level of Satisfaction on the Services and Programs

The respondents level of satisfaction on the services and programs include the
following offices: Municipal Agriculturists Office; Municipal Treasurers Office;

Municipal Planning and Development Coordinators Office; Municipal Engineers
Office; Municipal Budget Office, Municipal Assessors Office; Municipal Civil
Registrars Office; and the Municipal Station of the Philippine National Police (PNP).
Table 6 shows that on the average, the respondent/clients of the municipal
agriculturist office were satisfied with the services and programs implemented by said
office.
14
The respondents pointed out that they were dissatisfied with the deworming,
castration practices of the office but they were generally very satisfied with the way the
office handled the organization and guidance of farmers group and other related
associations in the municipality of Padre Burgos.
Table 6
Respondents level of satisfaction on the services and programs of the Municipal
Agriculturists Office
Weighted
Verbal
OFFICE
Mean
Description
Municipal Agriculturists Office
3.46
Satisfied
- Provision of technical assistance to
farmers
3.80
Satisfied
- Prevention/Eradication of crops pests &
diseases
2.35
Dissatisfied
- Deworming, vaccination, castration, &
treatment of sick animals/livestocks
3.40
Moderately
- Maintenance of municipal slaughter
house
4.56
Very Satisfied
- Organizing farmers association
- Others, specify _________________
3.56
OVERALL
Satisfied
Legend:
Scale
1.00
1.81
2.61
3.41
4.21
Range
1.80
2.60
3.40
4.20
5.00
Verbal Description
Very Dissatisfied
Dissatisfied
Moderately Satisfied
Satisfied
Very Satisfied
Table 7 exhibits that the respondents generally were satisfied with the services
rendered and delivered by the office of the municipal treasurer.
The respondents were quick to point out that they were dissatisfied with the flow
especially in securing permits and licenses. The respondents were also happy and very
satisfied with the efforts exerted by the office in collecting revenues and much needed
income for the local government even though they witnessed the hard-up situation of
15
municipal coffers in sustaining its projects and programs without heavily depending on
the Internal Revenue Allotment (IRA).
Table 7
Treasurers Office
Weighted
Verbal
OFFICE
Mean
Description
- Processing and Issuance of
2.57
Dissatisfied
Mayors/Business Permits & Licensing
4.25
Very Satisfied
- Revenue Collection & Allocation
3.75
Satisfied
- Issuance of Community Tax
4.15
Satisfied
- Issuance of Real Property Tax
Certificate
Others, specify __________________
3.60
OVERALL
Satisfied
Legend:
Scale
1.00
1.81
2.61
3.41
4.21
Range
1.80
2.60
3.40
4.20
5.00
Verbal Description
Very Dissatisfied
Dissatisfied
Satisfied
Very Satisfied
Table 8 illustrates that the respondents were generally satisfied with the services
and programs delivered by the Municipal Planning and Development Office.
Table 8
Respondents level of satisfaction on the services and programs of the Municipal Planning
and Development Office
Weighted
Verbal
OFFICE
Mean
Description
Municipal Planning & Development Office
- Crafting of Comprehensive Land-Use
3.60
Dissatisfied
Plan
- Conduct continuing studies, researches,
3.42
Satisfied
and trainings
- Monitor and evaluate the
4.65
Very Satisfied
implementation of programs and
16
projects
Others, specify _________________
3.89
OVERALL
Satisfied
Legend:
Scale
1.00
1.81
2.61
3.41
4.21
Range
1.80
2.60
3.40
4.20
5.00
Verbal Description
Very Dissatisfied
Dissatisfied
Satisfied
Very Satisfied
The respondents pointed out that they were dissatisfied with the crafting and
implementation of the comprehensive land-use plan (CLUP) in their community, but they
were very satisfied with the manner the MPDO is monitoring and evaluating the different
projects and programs of the LGU.
Table 9 shows that in general the respondents were satisfied with the services and
programs delivered by the Municipal Engineers Office. They were quick to point out that
they were very satisfied with the manner the office supervise and monitor infrastructure
projects of the LGU, and they were satisfied with the services in terms of the issuance of
building permits.
Table 9
Engineers Office
Weighted
OFFICE
Verbal Description
Mean
3.53
Satisfied
- Issuance of Building Permits
3.27
- Issuance of Occupancy Permit
4.80
Very Satisfied
- Implement and Supervise construction
projects,
Others, specify _________________
17
3.87
OVERALL
Satisfied
Legend:
Scale
1.00
1.81
2.61
3.41
4.21
Range
1.80
2.60
3.40
4.20
5.00
Verbal Description
Very Dissatisfied
Dissatisfied
Satisfied
Very Satisfied
Table 9 shows that in general the respondents were satisfied with the services and
programs delivered by the Municipal Engineers Office. They were quick to point out that
they were very satisfied with the manner the office supervise and monitor infrastructure
projects of the LGU, and they were satisfied with the services in terms of the issuance of
building permits.
Table 10
Respondents level of satisfaction on the services and programs of the Municipal Budget
Office
Weighted
OFFICE
Verbal Description
Mean
4.25
Very Satisfied
- Crafting & implementation of budget
3.80
Satisfied
- Review of consolidated budget
4.65
Very Satisfied
- Study and evaluate budgetary
implications
Others, specify ________________
4.23
OVERALL
Very Satisfied
Legend:
Scale
1.00
1.81
2.61
3.41
4.21
Range
1.80
2.60
3.40
4.20
5.00
Verbal Description
Very Dissatisfied
Dissatisfied
Satisfied
Very Satisfied
Table 10 indicates that in general, the respondents were very satisfied with
services and programs delivered by the municipal budget office especially in crafting and
18
implementation of the budget and its corresponding implications to the fiscal status of the
LGU.
Though the respondents admitted that they have limited technical information as
to the other inner workings of the budget office, but they confident in their views about
the budget offices service delivery and program implementation.
Table 11
Assessors Office
Weighted
Verbal
OFFICE
Mean
Description
4.15
Satisfied
- Issuance of Property Assessment Cert
4.80
Very Satisfied
Declaration
4.70
Very Satisfied
- Issuance of Transfer of Ownership
Certificate
3.95
Satisfied
- Consolidation or subdivision of lots
Others, specify __________________
4.40
OVERALL
Very Satisfied
Legend:
Scale
1.00
1.81
2.61
3.41
4.21
Range
1.80
2.60
3.40
4.20
5.00
Verbal Description
Very Dissatisfied
Dissatisfied
Satisfied
Very Satisfied
Table 11 shows that in general the respondents were very satisfied with the
services and programs delivered by the municipal assessors office. Particularly they
were very satisfied with the issuance of real property tax declaration and issuance of
transfer of ownership certificate.
Table 12 shows that in general the respondents were very satisfied with all the
services and programs delivered by the municipal civil registrars office. They noted that
19
the MCRO was prompt and technically knowledgeable with all aspects of civil
registration work.
The respondents were general impressed by the service delivery of the office
which gave utmost priority with the clients and immediately attend to their concerns.
Table 12
Respondents level of satisfaction on the services and programs of the Municipal Civil
Registrars Office
Weighted
Verbal
OFFICE
Mean
Description
Municipal Civil Registrars Office
- Registration of birth, marriage & death
4.30
Very Satisfied
certificates
- Issuance of certification of birth,
4.50
Very Satisfied
marriage and death available records
- Registration of court decrees and other
4.70
Very Satisfied
legal instruments
4.65
Very Satisfied
- Processing and issuance of marriage
license
- Processing of applications for
4.10
Very Satisfied
corrections of clerical errors and
change of first name
Others, specify ________________
4.45
OVERALL
Very Satisfied
Legend:
Scale
1.00
1.81
2.61
3.41
4.21
Range
1.80
2.60
3.40
4.20
5.00
Verbal Description
Very Dissatisfied
Dissatisfied
Satisfied
Very Satisfied
Table 13 indicate that in general the respondents were satisfied with the services
and programs delivered by the Municipal PNP Office.
The respondents pointed that they were particularly dismayed with the anti-illegal
drugs and drug abuse campaign and program delivery of the said office. These views
20
were particularly based on their own personal knowledge regarding the prevalence of
illegal drugs in the community especially among the youths, and that the PNPs programs
were rarely materialized due to some limitations especially in terms of budgetary and
logistical concerns.
Table 13
Respondents level of satisfaction on the services and programs of the Municipal PNP
Office
Weighted
Verbal
OFFICE
Mean
Description
3.90
Satisfied
- Maintenance of Peace & Order
4.18
Satisfied
- Conduct community relations activities
- Apprehend violators and process their
Very Satisfied
4.60
detentions
- Conduct information drives
Very Satisfied
4.65
Dissatisfied
2.60
- Conduct of anti-illegal drugs
campaigns
Others, specify _________________
3.98
OVERALL
Satisfied
Legend:
Scale
1.00
1.81
2.61
3.41
4.21
4.3
Range
1.80
2.60
3.40
4.20
5.00
Verbal Description
Very Dissatisfied
Dissatisfied
Satisfied
Very Satisfied
Problems Encountered in the Delivery of Service
Table 14
Level of Seriousness of the Problems Encountered in the Delivery of Services and
Programs of the Municipal Agriculturists Office
Weighted
Verbal
PROBLEMS
Mean
Description
MUNICIPAL AGRICULTURIST OFFICE
- Lack of field personnel
4.30
Very Serious
- Inadequate supply of farm implements
3.43
Serious
- Lack of budget for training
4.28
Very Serious
- Others, specify __________________
OVERALL
4.00
Serious
Legend:
21
Scale
1.00
1.81
2.61
3.41
4.21
Range
1.80
2.60
3.40
4.20
5.00
Verbal Description
Not Serious
Relatively Serious
Moderately Serious
Serious
Very Serious
Table 14 shows that the respondent considered the problems on personnel

compliment and lack of budget for training as very serious problems of the municipal
agriculture office. Overall the problems identified by the respondents were at the serious
level hence the LGU should look into possible remedies to address the problems.
Table 15
Programs of the Municipal Treasurers Office
Weighted
PROBLEMS
Verbal Description
Mean
MUNICIPAL TREASURERS OFFICE
- Old manual system in effect
3.90
Serious
- Low collection of taxes
4.43
Very Serious
- Slow business permit/licensing system
4.15
Serious
- Others, specify __________________
OVERALL
4.16
Serious
Legend:
Scale
1.00
1.81
2.61
3.41
4.21
Range
1.80
2.60
3.40
4.20
5.00
Verbal Description
Not Serious
Relatively Serious
Moderately Serious
Serious
Very Serious
Table 15 exhibits that the respondents consider that low collection of taxes as very
serious. This despite the efforts exerted by the office in collecting the much needed
revenues. The problem on the old manual system and slow permit and licensing systems
were also considered serious.
22
Looking into the views of the respondents, the LGU should consider to implement
some upgrades in the current systems and implement the latest technology to fast track
processes in the office.
Table 16
Programs of the Municipal Planning and Development Office
Weighted
PROBLEMS
Verbal Description
Mean
MUN PLANNING & DEVT OFFICE
- Lack of technical competence re CLUP
2.55
Relatively Serious
- Lack of technical personnel
4.40
Serious
- Others, specify __________________
OVERALL
3.48
Serious
Legend:
Scale
1.00
1.81
2.61
3.41
4.21
Range
1.80
2.60
3.40
4.20
5.00
Verbal Description
Not Serious
Relatively Serious
Moderately Serious
Serious
Very Serious
Table 16 shows that in general the respondents considered the problems identified
at the municipal planning and development office as serious. Lack of technical personnel
poses serious problems especially in the daily routines performed by the office.
Table 17
Programs of the Municipal Engineers Office
Weighted
Verbal
PROBLEMS
Mean
Description
MUNICIPAL ENGINEERS OFFICE
- People does not get building permit
4.65
Very Serious
- Lack of technical manpower
4.43
Very Serious
- Others, specify __________________
OVERALL
4.54
Very Serious
Legend:
23
Scale
1.00
1.81
2.61
3.41
4.21
Range
1.80
2.60
3.40
4.20
5.00
Verbal Description
Not Serious
Relatively Serious
Moderately Serious
Serious
Very Serious
Table 17 exhibits that in general the problems identified at the municipal

engineers office were very serious, especially that one of them the issuance of building
permit also entails revenues for the LGU. These problems require immediate action so as
not to waste the opportunity of the LGU to earn revenues in the forms of fees associated
with the building permit.
Table 18
Programs of the Municipal Budget Office
Weighted
Verbal
PROBLEMS
Mean
Description
MUNICIPAL BUDGET OFFICE
- Lack of budget / dependent on IRA
4.28
Very Serious
- Lack frontline services training
1.65
Not Serious
- Others, specify _________________
Moderately
OVERALL
2.96
Serious
Legend:
Scale
1.00
1.81
2.61
3.41
4.21
Range
1.80
2.60
3.40
4.20
5.00
Verbal Description
Not Serious
Relatively Serious
Moderately Serious
Serious
Very Serious
Table 18 shows that in general the problems identified at the municipal budget
office is considered moderately serious. But specific attention should be focused on the
lack of budget and dependency on the IRA. The respondents considered lack of frontline
24
services training as not a serious problem since the office does usually deal with the
general public.
Table 19
Programs of the Municipal Assessors Office
Weighted
PROBLEMS
Verbal Description
Mean
MUNICIPAL ASSESSORS OFFICE
- Lack of personnel to assess properties
4.12
Serious
- Still using manual system
3.65
Serious
- Others, specify __________________
OVERALL
3.88
Serious
Legend:
Scale
1.00
1.81
2.61
3.41
4.21
Range
1.80
2.60
3.40
4.20
5.00
Verbal Description
Not Serious
Relatively Serious
Moderately Serious
Serious
Very Serious
Table 19 shows that in general the problems identified at the municipal assessors
office were of serious concern. The manual system and lack of personnel to conduct
assessments require immediate attention since these functions are the basis in the
collection of taxes and fees.
Table 20
Programs of the Municipal Assessors Office
Weighted
PROBLEMS
Verbal Description
Mean
MUN CIVIL REGISTRARS OFFICE
- Lack of staff and equipment
3.45
Serious
- Does not avail of free systems from
3.75
Serious
PSA
- Others, specify __________________
OVERALL
3.60
Serious
Legend:
Scale Range
1.00 1.80
Verbal Description
Not Serious
25
1.81
2.61
3.41
4.21
2.60
3.40
4.20
5.00
Relatively Serious
Moderately Serious
Serious
Very Serious
Table 20 shows that the problems identified by the respondents at the MCRO
were of serious nature. The office require fast technology to process documents hence the
latest and state-of-the-art technology should be present in the office so that it can further
avail of the free systems from the Philippine Statistics Authority (former National
Statistics Office).
Table 21 indicates that in general the problems identified at the PNP Municipal
Office were of moderately serious nature. Except for the lack of logistics where the
problem was said to be serious in nature. These deficiencies should be addressed head-on
so as not to hamper the anti-criminality and peace and order campaign of the police.
Table 21
Programs of the Municipal PNP Office
Weighted
PROBLEMS
Verbal Description
Mean
PHILIPPINE NATIONAL POLICE
- Lack support from LGU
2.55
Relatively Serious
- Lack of frontline service training
2.15
Relatively Serious
- Lack of logistics
3.53
Serious
- Others, specify __________________
OVERALL
2.74
Moderately Serious
Legend:
Scale
1.00
1.81
2.61
3.41
4.21
4.4
Range
1.80
2.60
3.40
4.20
5.00
Verbal Description
Not Serious
Relatively Serious
Moderately Serious
Serious
Very Serious
Suggestions and Recommendations to Improve Service and Program

Delivery
26
The following are the overall common suggestions and recommendations of to

improve the service and program delivery of each offices ranked according to priority
given by the respondents.
Table 22
Suggestions and Recommendations given by the Respondents to Improve Service and
program delivery
Suggestions and Recommendations
Overall Rank
1. Provision of enough staff to man the office
6
2. Re-invent the systems to expedite processes
2
3. Religiously observe procedures in citizens charter
4
4. Clearly specify the fees for each type of transaction
8
5. Train the staff on customer service matters
1
6. Provide enough funds for office operation
7
7. Reduce the number of signatories in documents
5
8. Optimize the use of ICT in offices
3
9. Others, specify ___________________________
9
Table 22 shows that the respondents in general pointed out that the training of
staff on customer service matters as the number one concern especially with offices
having or delivering frontline service (frequent contact with the general public). Next in
rank is reinvention of the systems (especially the old and manual ones) to expedite
process and fast-track service delivery. Ranked third is the optimization of the use of
Information and Communication Technology (ICT) that is believed to make processes
easy, accurate and reliable. Another suggestion was for the office personnel to religiously
observe the office guidelines (citizens charter) in service delivery to avoid red tape. Very
common in the suggestions made by the respondents was the provision of adequate staff
if the LGU finances would warrant their salaries and other benefits.
5.0
CONCLUSION
27
In general, the respondents were satisfied with the services and programs
delivered by the different offices in the local government of Padre Burgos. The study was
able to identify areas of service and program delivery were the public could be
dissatisfied hence the LGU of Padre Burgos should take every opportunity to implement
corrective measures in these areas at the different offices covered by this study.
6.0
RECOMENDATIONS
The Local Government Unit of Padre Burgos should conduct further monitoring,
evaluation, and analysis on the causes of client dissatisfaction with each type of service
and program delivery to get a better understanding on how to accurately provide
solutions to these problem areas. Moreover, the LGU should provide remedies to service
and programs which caused dissatisfaction among the clients in the interest of public
service and good governance.
28
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32
Appendix A
RESEARCH INSTRUMENT
SOUTHERN LEYTE STATE UNIVERSITY-TOMAS OPPUS
San Isidro, Tomas Oppus, Southern Leyte
Dear Respondent:
We are graduate students of SLSU-Tomas Oppus Campus and currently
conducting a study on CLIENT SATISFACTION ON THE SERVICES OF THE
LOCAL GOVERNMENT UNIT OF PADRE BURGOS in partial fulfillment of the
course requirement. We humbly request for your assistance and cooperation by providing
the most accurate answer/s to the questions below. The information you will provide will
be treated in STRICT CONFIDENTIALITY and will only be used for statistical analysis
and data presentation without any reference to your identity. Thank you very much.
Sincerely,
Marfie Bersabal
Cesar Tinambacan
Walter Rosaldo
Researchers
PART I PROFILE OF CLIENT/RESPONDENT

Direction: Please put a check mark on the item that best describes you.
1. Gender
_________ Male
_________ Female
2. Civil Status
_________ Single
_________ Married
33
_________ Widow/er
_________ Others (please specify)
3. Highest Educational Attainment
_________ Elementary Level
_________ Elementary graduate
_________ High school Level
_________ High school graduate
_________ College undergraduate
_________ College graduate
_________ with some masters units
_________ Masteral Degree
_________ some units in doctorate
_________ Doctorate Graduate
4. Office /Employment Status: ___________________________
PART 2 LEVEL OF SATISFACTION ON THE SERVICES AND PROGRAMS

[Instruction] Please rate the following offices as to your level of satisfaction to their
services and program, where 1 is not satisfied and 5 is very satisfied. Please put a
check in the box corresponding to the problem based on how you perceive the
seriousness of the problems.
Local Government Unit Office / Department
1 less satisfied - - - - highly satisfied 5

1
2
3
4
5
Municipal Agriculturists Office

- Provision of technical assistance to
farmers
- Prevention/Eradication of crops pests &
diseases
- Deworming, vaccination, castration, &
treatment of sick animals/livestocks
- Maintenance of municipal slaughter
house
- Organizing farmers association
- Others, specify _________________
- Processing and Issuance of
Mayors/Business Permits & Licensing
- Revenue Collection & Allocation
- Issuance of Community Tax
Certificate
34
- Others, specify __________________

Municipal Planning & Development Office
- Crafting of Comprehensive Land-Use
Plan
- Conduct continuing studies, researches,
and trainings
- Monitor and evaluate the
implementation of programs and
projects
- Others, specify _________________
- Issuance of Building Permits
- Issuance of Occupancy Permit
- Implement and Supervise construction
projects,
- Others, specify _________________
- Crafting & implementation of budget
- Review of consolidated budget
- Study and evaluate budgetary
implications
- Others, specify ________________
- Issuance of Property Assessment Cert
Declaration
- Issuance of Transfer of Ownership
Certificate
- Consolidation or subdivision of lots
- Others, specify __________________
Municipal Civil Registrars Office
- Registration of birth, marriage & death
certificates
- Issuance of certification of birth,
marriage and death available records
- Registration of court decrees and other
legal instruments
- Processing and issuance of marriage
license
- Processing of applications for
corrections of clerical errors and
change of first name
- Others, specify ________________
35

- Maintenance of Peace & Order
- Conduct community relations activities
- Apprehend violators and process their
detentions
- Conduct information drives
- Conduct of anti-illegal drugs
campaigns
- Others, specify _________________
Legend:
5- Very Satisfied 4- Satisfied 3- Moderately Satisfied 2- Poorly Satisfied 1- Not Satisfied
PART 3 PROBLEMS ENCOUNTERED IN THE DELIVERY OF SERVICE

[Instruction] Please rate the following problems as to its seriousness where 1 is less
serious and 5 is more serious. Please put a check in the box corresponding to the
problem based on how you perceive the seriousness of the problems.
Problems
1 not serious - - - - very serious 5

1
2
3
4
5

- Lack field personnel
- Inadequate supply of farm implements
- Lack of budget for training
- Others, specify __________________
- Old manual system in effect
- Low collection of taxes
- Slow business permit/licensing system
- Others, specify __________________
- Lack of technical competence re CLUP
- Lack of technical personnel
- Others, specify __________________
- People does not get building permit
- Lack of technical manpower
- Others, specify __________________
- Lack of budget / dependent on IRA
- Lack frontline services training
- Others, specify _________________
36

- Lack of personnel to assess properties
- Still using manual system
- Others, specify __________________
MUN CIVIL REGISTRARS OFFICE
- Lack of staff and equipment
- Does not avail of free systems from PSA
- Others, specify __________________
PHILIPPINE NATIONAL POLICE
- Lack support from LGU
- Lack of frontline service training
- Lack logistics
- Others, specify __________________
Legend:
5- Very Serious 4 - Serious 3- Moderately Serious 2- Relatively Serious 1- Not Serious
PART 4 SUGGESTIONS AND RECOMMENDATIONS TO IMPROVE

SERVICE AND PROGRAM DELIVERY
Suggestions & Recommendations
4. clearly specify the fees for each type of transaction
6. provide enough funds for office operation
7. reduce the number of signatories in documents
8. optimize the use of ICT in offices
9. Others, specify _________________________________
9. Others, specify _________________________________
Rank
37

9. Others, specify _________________________________
9. Others, specify _________________________________
9. Others, specify _________________________________
9. Others, specify _________________________________
38
MUNICIPAL CIVIL REGISTRARS OFFICE

9. Others, specify _________________________________
PHILIPPINE NATIONAL POLICE OFFICE
9. Others, specify _________________________________
THANK YOU VERY MUCH!!!
APPENDIX B
CURRICULUM VITAE
Photo (2x2)
39
Personal Data
NAME
BIRTH DATE
PLACE OF BIRTH
SEX
MARITAL STATUS
PARENTS
FATHER
MOTHER
Educational Attainment
ELEMENTARY
HIGH SCHOOL
COLLEGE
CURRICULUM VITAE
Personal Data
NAME
Photo (2x2)
40
BIRTH DATE
PLACE OF BIRTH
SEX
MARITAL STATUS
PARENTS
FATHER
MOTHER
ELEMENTARY
HIGH SCHOOL
COLLEGE
CURRICULUM VITAE
Personal Data
NAME
Photo (2x2)
41
BIRTH DATE
PLACE OF BIRTH
SEX
MARITAL STATUS
PARENTS
FATHER
MOTHER
ELEMENTARY
HIGH SCHOOL
COLLEGE
42

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1.

OBJECTIVES OF THE STUDY

THEORETICAL BACKGROUND AND CONCEPTUAL FRAMEWORK

Assimilation theory is based on Festingers (1957) dissonance theory. Dissonance

and direction of the disconfirmation experience that occurs as a result of comparing

Profile of the LGU

Figure 1. Schematic Diagram of Theoretical and Conceptual Framework of the study

Municipal Treasurers Office

Profile of Clients / Respondents

educational attainment, and office or employment status.

According to research conducted by Mokhlis (2012a), gender affects service

is civil status because it shows if clients are availing of services for

High School Graduate

Distribution of the Respondents of the Study by Employment Status

Compared to unemployed individuals, employed or self-employed individuals

Level of Satisfaction on the Services and Programs

following offices: Municipal Agriculturists Office; Municipal Treasurers Office;

Problems Encountered in the Delivery of Service

Table 14 shows that the respondent considered the problems on personnel

Table 17 exhibits that in general the problems identified at the municipal

Suggestions and Recommendations to Improve Service and Program

The following are the overall common suggestions and recommendations of to

Smith, S. M., (2007). How to measure customer satisfaction: Satisfaction measurement

PART I PROFILE OF CLIENT/RESPONDENT

PART 2 LEVEL OF SATISFACTION ON THE SERVICES AND PROGRAMS

1 less satisfied - - - - highly satisfied 5

Municipal Agriculturists Office

- Others, specify __________________

Philippine National Police

PART 3 PROBLEMS ENCOUNTERED IN THE DELIVERY OF SERVICE

1 not serious - - - - very serious 5

MUNICIPAL AGRICULTURIST OFFICE

MUNICIPAL ASSESSORS OFFICE

PART 4 SUGGESTIONS AND RECOMMENDATIONS TO IMPROVE

MUN PLANNING & DEVT OFFICE

MUNICIPAL CIVIL REGISTRARS OFFICE

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