Implementation of the Citizen’s Charter Provision of Republic Act 11032 and Service Delivery Satisfaction Among the Barangays of Naic, Cavite
DOI:
https://doi.org/10.5281/zenodo.18726208Keywords:
Citizen’s Charter, Republic Act No. 11032, Barangay Service Delivery, Client Satisfaction, Public Service Implementation, Local Governance, Descriptive-Correlational StudyAbstract
This study assessed the level of implementation of the Citizen’s Charter provision of Republic Act No. 11032 in the barangays of the Municipality of Naic and examined its impact on client satisfaction in service delivery using a descriptive-correlational research design. Data were gathered from 450 clients who availed of various barangay services through a printed survey questionnaire covering respondents’ demographic profile, level of Citizen’s Charter implementation, and satisfaction with service delivery. Statistical tools such as frequency and percentage distribution, median, Kruskal–Wallis test, one-way ANOVA, Mann–Whitney U test, Friedman two-way ANOVA, and Wilcoxon Signed-Rank test were employed for data analysis. Results showed that most respondents were aged 25 to 34, while the fewest were 55 years old and above. Male and female respondents were almost equally represented, nearly half were married, and the majority were college-educated, employed, and earning a monthly income of ₱21,194 and below. Barangay clearances and certificates were the most frequently availed services, followed by business clearances, while facility use and blotter services were the least utilized. Findings further revealed a significant correlation between the level of Citizen’s Charter implementation and client satisfaction, indicating that improved implementation leads to higher satisfaction in service delivery. The study underscores the importance of strengthening compliance with established service standards, regularly reviewing procedures, and enhancing feedback mechanisms to improve service efficiency, transparency, and accountability in barangay governance while ensuring adherence to existing laws, guidelines, and regulations.
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