The Level of Customer Satisfaction of the Philippine Government Agency and the Identified Areas for Improvement in the Service Delivery Systems
Year: 2025
Type: article
Study design: Observational Study
Abstract: The government agency has been implementing new methods to enhance its service delivery systems, specifically in its Individual Medical Access Program (MAP), by increasing the daily allocation. To assess customer satisfaction, a survey was conducted to gather feedback from clients of the three primary service delivery systems: MAP beneficiaries, prize claimants, and lotto agents. Appropriate statistical analyses were performed based on the survey results. The medical assistance beneficiaries, prize claimants, and lotto agents. The data collected were processed and analyzed to determine the level of satisfaction of MAP beneficiaries, prize claimants, and lotto agents. This study examines customer satisfaction and service quality within a Philippine government agency responsible for funding health programs, medical assistance, and charitable services. The agency recently enhanced its Individual Medical Assistance Program (IMAP) and implemented a customer satisfaction survey to assess feedback from three service delivery systems: MAP beneficiaries, prize claimants, and lotto agents. The survey, which included 1,505 respondents, revealed an overall satisfaction rate of 96.49%, with an average rating of 4.57 (very satisfactory). While results indicated strong performance, areas for improvement were identified, particularly in service delivery and website functionality. Recommendations include addressing identified weaknesses and enhancing data collection methods to improve customer experience and service efficiency.
Language: English
Domain: Social Sciences
Open Access status: diamond
OpenAlex ID: W4408469513