Awareness and Satisfaction of the Clients on the Services of the Bureau of Internal Revenue Employees: Basis for Enhancement
Year: 2026
Type: article
Study design: Observational Study
Abstract: This study examined clients’ awareness and satisfaction with services provided by Bureau of Internal Revenue employees as a basis for enhancement. It specifically assessed awareness of tax policies, procedures, and available services. A descriptive correlational design was used, with a structured questionnaire administered to 375 taxpayers in San Carlos City under Revenue District Office No. 76. The validated instrument analyzed differences in awareness and satisfaction based on demographic profiles. Findings showed most respondents were 20–30 years old, female, employed, and engaged in sugar farming and general trade, with over five years of tax-related experience and annual visits. Results revealed very high awareness and satisfaction across all demographic variables. Despite minor variations, overall perceptions remained consistently positive. The study recommends sustaining performance, pursuing continuous improvement, adopting digital innovations, and strengthening proactive taxpayer engagement to further enhance service quality, maintain client satisfaction, and encourage voluntary tax compliance among taxpayers in the district.
Authors: Micko D. Mixdon, Dr. Joyce C. Decendario
Institution: State University of Northern Negros
Language: English
Subfield: Economics and Econometrics
Domain: Social Sciences
Open Access status: bronze
OpenAlex ID: W7165953978
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