fINal Detering Factor in The Office of The Mayor

Republic of the Philippines
State Universities and Colleges

GUIMARAS STATE UNIVERSITY
GRADUATE SCHOOL
Buenavista, Guimaras
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Chapter 1
INTRODUCTION
Background of the Study
They say that good governance is the hallmark of our government. The big
question is: Do we, as a country, region, province, municipality, or barangay, for that
matter, adhere to the merits of good governance? What truly is good governance? This
perennial question, with an equally complex search for a fitting answer, remains a
mystery to be solved as long as there are a couple of factors that deter the delivery of
effective, quality, and good governance.
According to Grindle et al. (2019), good governance refers to government
agencies that aim to increase economic growth through the implementation of
innovative policies and programs to intensify the quality of public service. The Office of
the Mayor upholds crucial and complex roles in addressing the daily concerns of the
people who are coming in and out of the office. “Quality of Service” is the topic of our
group’s research, and the research problem being addressed in this study is “Difficulties
in Rendering Quality Service at the Office of the Mayor." Working in a government
agency is very challenging as we are constantly dealing with various people daily, such
as co-workers, department heads, clients, and visitors, among others.
The quality of service that we render reflects the kind of organization we have,
and can be subject to both positive and negative feedback from stakeholders and the
general public. After the service consumption, the overall impression is left in the mind
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of the customer (Abd-El-Salam, et al., 2019). Based on our personal experiences being
employees of the aforesaid office, we cater to all kinds of concerns which need to be
addressed regularly and timely. To name a few, these are;indigent patients asking for
help to be freed from hospitalizations bills, and individuals requesting for blood that is
needed to resolve their health problems; persons seeking for jobs, and asking for the
Governor’s recommendation to work in other agencies; people who are asking for
financial assistance, especially those who are in crisis situation; individuals requesting
for various help and assistance like legal, social, economic, educational, medical, etc.
concerns); and representatives from different agencies, both national and local, visiting
the office for courtesy call or to see the mayor for specific concerns. In dealing with
these matters daily, it should be properly addressed in order to satisfy our clients and
visitors. In cases wherein the requests cannot be granted and satisfied, what are the
hindrances, and are there measures taken by our office to attend to such failures?
This research will investigate the problems and concerns affecting the delivery of
quality services at the Office of the Mayor, and will help provide solutions and
recommendations to improve the practices, ways and methods being administered in
respect to the quality of service under good governance. Through transparency,
accountability, participation, and professionalism are such innovative programs and
policies that will address the aspects of governance (Liddle and Mujani 2020; OECD
2010).
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Statement of the Problem
The concerns about quality of service need to be resolved so as not to hamper
the delivery of quality services our office offers. Due to the fact that our office is the
center of governance in the province and the place where the mayor sits and leads, it is
imperative to deliver efficient and effective public service. Here are the research
problems that we have identified regarding the quality of service at the Mayor’s Office,
Local Government of Antique.
There are two (2) questions in this research:
1) What are the difficulties and deterring factors in rendering quality service at
the mayor’s Office according to age, sex, academic achievement, monthly income,
types of transactions, and when taken as a whole?
2) Is there a significant difference in clients’ satisfaction when the quality of
service rendered at the mayor’s Office is classified under responsiveness, empathy, and
assurance compared to without the application of the aforesaid values according to age,
sex, academic achievement, monthly income, types of transactions, and when taken as
a whole?
Hypothesis
Based on the above problems, this hypothesis will be tested: To answer the
aforesaid questions, the following hypotheses will be adopted in our research.
1) There is no significant difference in clients’ satisfaction when the quality of
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service rendered at the Office of the mayor is classified under responsiveness, empathy
and assurance compared to without the application of the aforesaid values according to
age, sex, academic achievement, monthly income, types of transactions, and when
taken as a whole.
Theoretical Framework
This study is anchored on Relative to the services offered by the Mayor’s Office in
the Local government of Antique, the quality of service is essential. We will be dealing
with the deterring factors which hinder the quality of service which influence the
satisfaction of our clients. We chose the theoretical framework by Khan and Fasih
(2019) that suggested empathy, assurance and reliability which has a big impact on
customer satisfaction. Also, according to Kaura, et al, (2020) the aspect of people in
service quality, dimension of service quality includes empathy, assurance and reliability.
With this, we will focus on the aspect of quality of service including the employees, the
clients and the process of services offered. For this reason, we will base our research on
the facts and physical evidence available in the office.
Conceptual Framework
This study centered on finding out the deterring factors in rendering
quality service at the office of the mayor in local government of antique in terms of sex,
age educational attainment, job position, and length of employment. The Conceptual
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Framework of the Study is illustrated in Figure I. As can be seen in Figure I, values of
Responsiveness, Empathy and Assurance plays a crucial role to achieve Client’s
Satisfaction. Responsiveness is the value of showing positive response: reacting quickly,
strongly, or favorably to something, especially a suggestion or proposal (Lugay, 2021).
A particular clientele transacting business at the Office of the Mayor can find optimism if
he/she witnesses that the staff of the office is quick in responding to her requests and
concerns, and deals with the client in a favorable manner. This scenario could thereby
foster rapport between the clientele and the personnel, which could enable a smooth
and effective transaction at the office
Figure 1 depicts the paradigm of the study.
Independent Variable Dependent Variable
Age
Sex DETERRING FACTORS
Job Position IN RENDERING
Educational Attainment QUALITY SERVICE AT
Length of Employment THE OFFICE OF THE
MAYOR
Figure 1. The Paradigm of the Study
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Significance of the Study
The results of this study and the generalizations drawn from them will benefit
the folowing;
Local Government Unit. The results of the study serve as the basis for the
performance of the active mayor and reflect the good governance in the local
government unit. It also serves as the basis for innovation on how to cater to the needs
of the people.
Elected government officials. The result of the study will give the elected
officials an idea of their performance and the basis for further improvements on which
areas of concern they need to focus on to satisfy the clients of their office.
Office Manager. The result of the study will give the member the assurance to
have confidence in the good services that they provide to every person who transacts
business in their office.
Future researchers. Future researchers may utilize the findings of this
investigation as a local reference in pursuing similar studies on deterring factors in
rendering quality service. Future researchers may utilize the findings of this
investigation as a local reference in pursuing similar studies on deterring factors in
rendering quality service in the local government of Antique.
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Definition of Terms
For the purpose of better understanding and clarification of this study, the
following terms are defined:
Deterring factor. something that prevents people from doing something by
making them afraid of what will happen to them if they do it.
(https://www.google.com/search?q=deterring+factor&rlz)
In this study,” Deterring factor” refers to the approach of government official on
how to cater visitors according to age, gender, civil status, monthly income, educational
attainment, employment status, types of transaction and entire group. For scaling,
interpretation, and discussion, 5 is the highest and 1 is the lowest, for the scale of
3.26–4.00: fully satisfied, 2.51–3.25 partially satisfied, 1.76–2.50 satified, and 1.00–
1.75 not satisfied.
Rendering Quality Service. means any of the following activities, whether
done directly or through others, whether done in person or through telephonic,
electronic, or some other means of communication, and whether done as a principal,
owner, director, officer, agent, employee, partner, member, contractor or consultant.
For scaling, interpretation, and discussion, 4 is the highest and 1 is the lowest, for the
scale of 3.26–4.00: fully satisfied, 2.51–3.25 partially satisfied, 1.76–2.50 satified, and
1.00–1.75 not satisfied.
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(https://www.google.com/search?
q=rendering+of+services+meaningon+government&sca_esv).
In this study, “Rendering Quality Service” refers to services gave by the local
government official in the province off Antique when the respondents group according
to according age, gender, civil status, monthly income, educational attainment,
employment status, types of transaction and entire group.
Local Government. typically constitute a subdivision of a higher-level political
and/or administrative unit, such as a nation or state. Local governments generally act
within the powers and functions assigned to them by law and/or directives of a higher
level of government.
In this study, “Local Government” refers to the Mayors in the province of Antique
to be evaluate their rendering quality service to the people according to age, gender,
civil status, monthly income, educational attainment, employment status, types of
transaction and entire group.
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Scope and Limitation of the Study
This study aims to determine the deterring factors in rendering quality service at the
office of the mayor in local government of Antique in terms of sex, age educational
attainment, job position, and length of experience. This study will be conducted on
September 2023 to November 2023. The respondents of the study will be two hundred
(200) purposively selected people who transact business or need help at the office of
the Mayor in the province of Antique.
Data will be gathered with the use of questionnaire-checklist on deterring factors
in rendering quality service at the office of the mayor in local government of antique,
responses to be devised by the researcher. To supplement the data gathered through
questionnaire-checklist, personal interview to the key informants, observation, and
documentary analysis will be utilized by the researcher.
The mean and rank will be employed as descriptive statistical tools while One-
Way ANOVA will be employed as inferential statistical tool. Significance level will be set
at 0.05. All statistical computations will be processed through the Statistical Package
for the Social Sciences (SPSS) software version 17.0.
On the other hand, thematic analysis will be used to analyze the qualitative data
gathered in this study.
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Chapter 2
REVIEW OF RELATED LITERATURE AND RELATED STUDIES
Chapter 2 presents the review of literature related to the present investigation.
It discusses the following topics: (1) Conceptual literature on Deterring factors in
rendering quality service of local goverment (2) Local Studies and (3) Related Studies.
Conceptual Literature
Being employees of the Office of the mayor, we expect that at the end of this
research, we will be able to strategize solutions that will enhance its services so that it
may afford more opportunities to increase the great impact on the public image of the
mayor and the office because exceeding customer expectations is an excellent quality
of service.
The employees are considered representatives that can influence the satisfaction
of the customer, being the marketers (Zeithamabd Bitner, 2019). The constituents will
perceive the kind of mayor we have based on the effectiveness and how well-organized
the programs for the delivery of services in his or her office are. There is a comparison
between customer expectations and the perceptions of the services delivered as a result
of perceived service quality (Zeitham et al., 2019). Through a helpful contribution to the
general public, the quality of service rendered has an impact on the image of the mayor
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and his or her way of administration. In the public sector, the provision of services is
more complex because it involves finding out both the expressed and the unexpressed
needs, setting priorities, resource allocation, justification by the public, and accounting
for the work done (Gowan et al., 2019).
The purpose of this research is to examine the gaps in the quality of service that
the Office of the mayor offers. In the concept of Parasuraman et al. (2019), the ability
of the organization to meet expectations is defined as service quality. During the
delivery of service, the human element has the probability of great error on the part of
the employees and the clients because of intangible behavior that cannot be controlled
and monitored easily (Bowen,2019). Through this research, it will help us understand
the importance of quality of service in public service, and since the delivery of quality of
service is an increasing pressure on public sector organizations (Randall and Senior,
2019),
According to Brown and Bond (2021), the concept of service quality is also called
satisfaction, and service quality can be measured based on how well the delivered
services match the expectations of the customer (Lewis and Booms, 2019). The
satisfaction of the customer influences the service quality and, at the same time, the
quality satisfaction (Jun and Cai, 2019).
Depending on the duration of the interaction between the employees and the
customer for the services being requested, the behavior of the employees can influence
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the perception of the quality of service (Schneider and Bowen, 2019). Based on the
conclusion of Czepiel (2019), we must include the perspectives of both the provider and
the receiver in the research on quality of service. Moreover, the perception of the
employee and the customer on the quality of service must establish a positive
correlation between the attitudes of the employees and the customers (Schneider and
Bowen, 2019). Furthermore, Beatson et al. (2019) established that there is a sizable
impact on how the employee perceives his or her satisfaction, commitment, and loyalty
to the perceived quality of the product and service. Addressing the gap by identifying
and implementing strategies both affects perception and expectations (Parasuraman et
al., 2018; Zeithaml et al., 2019).
From a government perspective, engaging in a customer satisfaction survey will
help to get the best available information by knowing their opinions and perceptions,
understanding the impact of alternative options and whether they would or would not
meet their needs, and reducing the risk of unforeseen consequences (Bourgogne,
2021).1Furthermore, public agencies asked questions directly about how the service
was delivered during actual encounters (MORI Review, 2019). On the contrary, EUPAN,
or the European Public Administration Network (2018), emphasized that citizen survey
satisfaction assessed the appropriation of certain activities or their irrelevance in
achieving the bottom line. With regard to users of business processes and licensing,
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they are not only customers of the public service but also citizens experiencing and
judging the service.
Responsiveness is about the timely delivery of service. It refers to the readiness
or preparedness of the employees to provide service in a timely manner (Srinivasan,
2019) and their helpfulness. According to Kheng, Mahamad, Ramya, and Mosahab
(2018), waiting time affects the customer's satisfaction, satisfaction which the staff
would tell customers when services would be performed so they wouldn’t spend too
much time waiting without knowing what to do next. Delaying or receiving the service
at a later time would create dissatisfaction for clients, even though they still received
the service. Grönroos (2019) mentioned that employees must be cautious in-service
encounters. He emphasized how dissatisfaction can have negative effects on service
delivery, and customers would not appreciate the quality of service to be rendered by
the local government units. According to Pizam (2020), assurance is the employee’s
knowledge, skills, courtesy and the ability of the firm and employees to inspire trust and
confidence. Although automated processes can make an impact, services are still labor-
intensive and thus subject to human error and discrepancy. Manzin, Zurga, and Mrak
(2019) stated that procedures and employees exert the greatest influence on the
general assessment of service quality. Lovelock and Wirtz (2019) suggested that highly
motivated people are at the core of service excellence. Local Government Units of
Angeles and San Fernando should employ activities for staff to be well-trained and
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informed with their role technically and functionally so that they will build trust and
confidence serving their customers. If they feel uncertain about them, the perceived
risk would be high and may affect customer satisfaction with the service. It may also
bring hesitation about whether to avail the service again or postpone it.
According to Dennett et al (2019), the nature of a service means that a customer
is present in the delivery process. Both the service outcome and the service process
influence the perception of quality. This implies that expectations are compared with
actual service quality and the service outcome, and it is the comparison that leads to
perceived quality. One potential application of service quality is to determine its relative
importance as a whole in terms of perception. Fawcett (2020) discussed that companies
face a special challenge in meeting customer needs while remaining inexpensively
competitive. Automated processes can make an impact, but services are still labor-
intensive. There can be no substitute for high-quality personal interaction between
service employees and customers, understanding and improve operational processes,
identifying problems quickly and systematically, and establishing valid and dependable
service performance measures.
Service quality understands the customers’ wants in order to have an idea of
how one can perform and deliver service to meet their expectations. The local
government needs to use a systematic process like variables to know the dos and
don'ts of serving customers. To meet the needs and wants of customers and
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constituents, employees should know their perceptions regarding the service. In doing
so, they have to make a commitment to the clients by maintaining open communication
with them. Similarly, in a survey conducted by the State of Queensland, Australia
(2019), people who were more educated and who reported a recent positive experience
with local government employees were more likely to have favorable perceptions of
local government than people who were less educated or who reported a recent
negative experience. Beatson, Ling, and Gudergan (2020) stated that perceived
employee satisfaction, perceived employee loyalty, and perceived employee
commitment had a sizable impact on perceived service quality. And because service
delivery occurs during interactions between customers and employees, or what service
quality gurus called the moment of truth, employees can influence customer’s
perceptions of service quality. So doing things right the first time really matters.
Empathy is the ability to show caring, individualized attention to customers (David &
Heinelle, 2019).
Loke, Taiwo, Salim, and Downe (2019) suggested that customer service agents’
need training and performance for efficient service. Also, building rapport, or customer
relationships, and other forms of relational elements allow them to realize and articulate
client needs. This means that the frontline staff of the Business Permit and Licensing
Department of local government units takes the customer's cooperation into
consideration in the completion of service delivery. Although the service is an obligatory
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task-consumption type of service, the willingness of employees to provide assistance
and customized treatment to customers while performing their task professionally may
encourage positive perceptions in their minds and encourage them to continually fulfill
their obligations to the government. On the other hand, the lack of cooperation in
relationships with customers in performing the service may cause dissatisfaction on
their part, as they might feel that employees are unhelpful. Tangibles are very
important for public organizations (Ilhaamie, 2020). Because services are intangible,
users rate them based on their tangible elements. Kheng, Mahamad, Ramaya,and
Mosahab Mosaha mentioned that it is the physical facilities, equipment, and appearance
of personnel. Wright, Hines, and Hyde (2019) cited that it also refers to the
communication materials services are using. Government entities find it necessary to
modernize their administrative processes (Saha, 2019), and this is clearly visible with
the physical elements for the Business Licensing and Permit De Permit. Despite the use
of technologies and computer-based inputs and computations, along with other
processes such as downloadable forms to apply for or the mayor's permit for business
operations, customer satisfaction does not end with all these characteristics mentioned.
Foriegn studies
In measuring service quality, Kotler and Keller (2019) identified essential
variables such as reliability, responsiveness, assurance, empathy, and tangibles.
Reliability is the ability to perform a promised service reliably and accurately.
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Responsiveness is the willingness of the service provider to help customers by providing
prompt services and having the knowledge to answer questions and handle complaints.
Assurance provides security to customers with their transactions and employees who
are consistently courteous. Empathy is how employees give individual attention to their
customers and deal with them in a caring fashion. Tangibles are the appearance of
physical facilities, employees who have a neat and professional look, equipment, and
printed and visual materials associated with the service.
According to Farley (2020), managers are returning to the dictum of the
"marketing concept" with the call for customer orientation and innovation as the focus
for all business planning. Management should know their responsibilities, like giving
advice to their employees on how to deliver quality service to their customers, taking
care of their customers, and many more.
Local Studies
According to Lugay (2021) Philippines, one of the developing countries in
Southeast Asia that reached the 1,000,000 cumulative mark of COVID-19 cases, are
continuously challenged in controlling the pandemic through various government efforts
and policies. As of April 2021, the country is in the 21st-30th bracket regarding the
number of cases. The National Capital Region (NCR) or Metro Manila, the center of
business, technology, and education of the Philippines, is tagged to be the most critical
area in the country. Most of the offices and educational institutions adopted a remote
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setup. Malls, shops, and restaurants are hampered by the pandemic too. For more than
a year of various community quarantine classifications and loose direction, Metro Manila
residents imposed severe dissatisfaction with how the government is managing the
pandemic. This research shall explore and assess the local government units (LGU)
responses during the pandemic. Using factor analysis, the researchers evaluated the
LGUs’ pandemic response through the SERVQUAL Dimensions (Reliability,
Responsiveness, Assurance, Empathy, and Tangibles). Results show that four factors
were composed, which are 1) Efficiency and Effectiveness, 2) Available Resources, 3)
Adequate Information and Convenience, and 4) Customized Service.
Jason & Karlay (2018) study about Impact of Service Quality on customer
Satisfaction Liberia Revenue Authority. The aim of this study is to analyse how service
quality affects customer satisfaction. This study use inductive qualitative research
method was employed. The Results and conclusions on Responsiveness, empathy and
assurance are influential to customer satisfaction was very significant. Price of service is
the most influential variable on customer satisfaction . The digitalization of taxation
services fosters the likelihood of taxpayers paying their taxes on time and consistently.
The research suggest a similar kind of research be conducted in other governmental
organizations in developing countries.
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Chapter 3
METHODOLOGY
This chapter presents the research design, respondents of the study, research
instruments, data gathering procedure, ethical issues and statistical analysis procedure.
Research Design
The researcher will make use of a descriptive method of research. According to
Creswell (2022), a descriptive research involved collecting data in order to test
hypotheses to answer questions concerning the current status of the subjects of the
study; while correlational research involves collecting data in order to determine
whether and to what degree, relationships may exist between two or more quantifiable
variables.
This design is considered appropriate for this study which intends to find out the
deterring factors in rendering quality service at the office of the mayor in local
government of Antique.
Respondents of the Study
The respondents of the study will be two hundred (200) purposively selected
people transact business or services at Mayor’s office in the Province of Antique.
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Table 1 presents the respondents of the study in deterring factors in rendering
quality service at the office of the mayor.
Table 1
Distribution of Respondents
Mayor Total
Male 80
Female 120
TOTAL 200
Data Gathering Instruments
The duly validated researcher-made questionnaire-checklists on the deterring
factors in rendering quality service at the office of the mayor will be used to gather data
needed in this study. These instruments will be made through an intensive reading of
literature by the researcher.
Deterring factors in rendering quality service Questionnaire. To
determine the deterring factors in rendering quality service at the office of the mayor,
this Questionnaire will be used.
The instrument consisted of 35 items. To answer the questionnaire, the
respondents will be asked to indicate their responsiveness, empathy, Assurance to each
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item in the questionnaire using these options: 4- fully Satisfied, 3- partially satisfied, 2-
Satisfied, and 1- not Satisfied.
The overall rating obtained will be interpreted using the following scale:
Rating Scale Description
4 3.26 – 4.00 Fully satisfied
3 2.51 – 3.25 Partially satisfied
2 1.76 – 2.50 Satisfied
1 1.00 – 1.75 Not Satisfied
The top 4 items that will be perceived as “fully satisfied” , “partially satisfied” and
satified by the respondents will be considered as the assurance in good governace.
In addition to the above research instruments, in-depth interview will be
conducted as a supplemental and extending device of questionnaire. Observation and
documentary analysis will also be used to enrich the findings of this present study.
Validation of the Instruments
The research instruments to be used in this study will be subjected to face and
content validation by a jury composed of five members.
To validate the instrument, the jury members will be requested by the researcher
to rate the items in the questionnaire by writing before each item options Include,
Improve, or Exclude.
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The researcher will examine the responses made by the jury members and
computed the agreement ratio for each item. Items with an agreement ratio of 80%
and above will be accepted and included in the final draft of the instrument while items
with an agreement ratio of below 80% will be discarded. Items that will be rated by
the jury members as Improve will be revised based on the suggestions given before
their inclusion in the final draft.
Data Gathering Procedure
The researcher will secure permission to conduct the study from the office of the
mayor’s in the province of Antique.
Likewise, the researcher will send a letter of request to the respondents asking
for their cooperation, informing them of the nature of the study, and assuring them that
all their responses would be treated with utmost confidentiality. They are also given the
opportunity to withdraw as respondents of the study anytime they did not feel
comfortable with it.
After all the permits are granted, the researcher will personally distribute and
collected the questionnaires from the respondents. Upon retrieval of the research
instruments, the data obtained will be classified, tallied, electronically processed,
analyzed and interpreted with the use of Statistical Package for Social Sciences (SPSS)
software version 23.0.
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Ethical Issues
Prior to administration of the instrument, permission to conduct the study will be
obtained from the mayor;s office. Likewise, prior consent from participants will be
secured before they will be permitted to answer the questionnaire. All data gathered in
this study will be treated with utmost confidentiality and anonymity.
Statistical Analysis Procedure
The data gathered in this study will be subjected to the following statistical tools:
Mean. To determine the deterring factors in rendering quality service at the
office of the mayor responses made by LGUs, mean will be used.
Rank. To find out the most common deterring factors in rendering
quality service at the office of the mayor, rank will be used.
Stepwise Multiple Regression Analysis. Stepwise Multiple Regression
Analysis will be employed to deterring factors in rendering quality service at the office
of the mayor.
The Multiple Regression Analysis (Ca=.05) will be utilized to demtermine the
deterring factors in rendering quality service at the office of the mayor according to the
variables.
The variables will be entered as the block in the regression equation to predict
the fifteen major variables.
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The r values represent the deterring factors in rendering quality service at the
office of the mayor in the province of antique.
Multiple R represents the absolute value of coefficient correlation between the
dependent and independent variables. It is also the correlation coefficient of the values
predicted by the regression model and the actual observed values. If the value is close
to 1, the regression model fits closely the data. If the value is close to zero, the
regression model does not fit closely the data.
The R² is the square of multiple correlations (R), which is the correlation
between the dependent variables and the independent variables. It may provide a
measure of the co-variance, and therefore shows the strength of the relationship
between the dependent variables and independent variables. The R² essentially
provides a measure of goodness of fit of the equation, that is, how well the equation
fits the data. This proceeds from the facts that R² is also the square of correlation
coefficient between the observed value of the dependent variable, and the predicted
value of the independent variable from the regression equation.
The Beta values represent the coefficient of the independent variables when all
variables are contingent on standardized form. The Beta value is contingent on the
other independent variables in the equation. They are also affected by the correlation of
the independent variables and do not, in any absolute sense, reflect the importance of
the various independent variables. Inferential statistics was set at .05 alpha level.
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One-Way ANOVA will be employed as inferential statistical tool. Significance level
will be set at 0.05. All statistical computations will be processed through the Statistical
Package for the Social Sciences (SPSS) software version 23.0.
Furthermore, thematic analysis will be used to interpret the quantitative data
gathered in this study.
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Appendices
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Appendix “A”
Sample Letter of communication letter
REQUEST TO CONDUCT THE STUDY
(Date)
(Name)
(Office)
(Address)
Greetings!
In partial fulfillment of my requirements for the course P.A. 201 (Methods of Research)
in the degree of Master of Public Administration, the undersigned is conducting a
research titled " Deterring factors in Rendering Quality Service at the Office of the
Mayor in the Province of Antique”.
As part of the research process, I will be gathering data through survey questionnaires.
In relation to this, I would like to ask permission to conduct the research to your office.
Rest assured that the data gathered will remain absolutely confidential and to be used
for academic purposes only.
I believe that you are with me in my enthusiasm to finish this requirement as
compliance for our subject and develop our well-being. I hope for your positive
response on this matter.
Your approval to conduct this study will be greatly appreciated.
Thank you very much!
Respectfully yours,
Meldene D. Armonio
Researcher
Noted by:
MARJE O. CABASAN Ph.D.
Research Adviser
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Appendix “B”
LETTER TO THE RESPONDENT
(Date)
Dear Sir/ Madam
Greetings!
In partial fulfillment of my requirements for the course P.A. 201 (Methods of Research)
in the degree of Master of Public Administration, the undersigned is conducting a
research titled " Deterring factors in Rendering Quality Service at the Office of the
Mayor in the Province of Antique”.
As part of the research process, I am currently gathering data through survey
questionnaires. In relation to this, I would like to ask you to be one of the research
respondents. Your accurate response to this survey will be great help in obtaining the
information needed in the study.
Rest assured that your response will be treated with utmost confidentiality.
Thank you very much!
Truly yours,
Meldene D. Armonio
Researcher
Noted by:
MARJE O. CABASAN Ph.D.

Research Adviser
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___________________________________________________________________________
Appendix “C”
RESPONDENT’S CONSENT FORM
To Whom It May Concern:
I hereby give my consent to Meldene D. Armonio, authorizing her to use the

responses I provided in the attached questionnaire as data needed for the study titled
“Deterring factors in Rendering Quality Service at the Office of the Mayor in the
Province of Antique”.
I understand that my responses will be treated with utmost confidentiality.
__________________________________
Respondent’s Signature over Printed Name
___________________
Date
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___________________________________________________________________________
Appendix “D”
Eight- Point Criteria for Validation
Using the criteria developed for evaluating survey questionnaire set forth by
Cater V. Good and Douglas B. Scates, please evaluate the attached self-made survey
instrument for the proposed study. (Rating 1 as poor and 5 as excellent, kindly check
respective boxes provided herein). Thank you.
Rating: 5 - excellent 4- very good 3- good 2-fair 1-Poor
NO. CRITERIA RATING
1 This questionnaire is short and respondents respect it and would not drain
much of their precious time.
2 The questionnaire is interesting and has a face appeal such that
respondents will be induced to respond to it and accomplish it fully.
3 The questionnaire can obtain some depth from respondents and avoid
superficial answer.
4 The items/questions and their alternative responses are not too
suggestive and not too stimulating.
5 The questionnaire can elicit responses which are definite but not
mechanically forced.
6 Questions/items are stated in such a way that the responses will not be
embarassing to the person/persons concerned.
7 Questions/items in formed such a manner are to avoid suspescion on the
part of the respondents.
8 The questionnaire is not too narrow nor restrictive nor limited in its
philosophy.
9 The reasons of the questionnaire when taken as a whole could answer the
basic purpose for which questionnaire is design and therefore, considered
valid.
_______________________
Signature / Date
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___________________________________________________________________________
Dummy Tables
Table 1. Profile of the Respondents according to Age
Category f %
Entire Group
Age
Male
Below 20
Between 21-30
Between 31-40
Between 41-50 `
50 and above
Female
Below 20 are
Between 21-30
Between 31-40
Between 41-50
Between 41-50
50 and above
______________________________________________________________________
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___________________________________________________________________________
Table 2. Profile of the Respondents according to sex
Category f %
Entire Group
Sex
Female
Male
_____________________________________________________________________________________
Table 3. Profile of the Respondents according to civil status
Category f %
Entire Group
Civil Status
Single
Married
Widow/Widower
_____________________________________________________________________________________
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___________________________________________________________________________
Table 4. Profile of the Respondents according to Educational attainment
Category f %
Entire Group
Academic Attainment:
Elementary Level
Junior High School
Senior High School
College level and Graduated
Post Graduate
_____________________________________________________________________________________
Table 5. Profile of the Respondents according to employment status
Category f %
Entire Group
Government Employees
Private Employees
Unemployed
______________________________________________________________________
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Table 6. Profile of the Respondents according to monthly income
Category f %
Entire Group
Monthly Income
P100,000.00 above
P99,999.99 to P50,000.00
P49,999.99 to P20,000.00
P19,999.99 to P5,000.00
P4,999.99 below
____________________________________________________________________________________
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Table 7. Profile of the Respondents according to Transaction / Concern at the Office of
the mayor
Category %
f
Entire Group
Transaction / Concern at the Office of the mayor:
To avail of AICS/MAIP, blood, dialyzer, free hospital bills, and/or medicines.
To submit / qualify / avail of KABALAKA para kay Lolo kag Lola Program.
To transact / process / follow-up office concerns (payrolls, vouchers, leaves,
clearances, etc. (within local Government Offices only).
To process permits, requests, claims etc. of both public and private
individuals (quarry, use of government properties i.e. infrastructure
equipment, etc.) relative to business or public service.
To apply / seek for job within the local Government or request
for recommendation for job application to other agencies.
To request for various help and other assistance (i.e. legal, social,
economic, educational, medical concerns, etc.).
To visit the Office of the mayor for courtesy call or to see the
mayor for specific concerns.
Other concern/s and/or transaction/s. (Please provide specific concern)
_______________________________________________________________________________________________
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___________________________________________________________________________
Table 8. Mean and Standard Deviation on level of deterring factors in rendering quality service at the
office of the myor in local government of Antique when grouped a whole.
______________________________________________________________________________________________
Category M SD Description
Entire Group
Age
25 Years old and below
26 Years old and above
Sex
Female
Male
Civil Status
Single
Married
Widow/Widower
Others
Elementary Level (Elementary Graduate
High School Level (High School Graduate)
College Level (College Graduate)
Graduate and postgraduate or above
Masters Level
Masters Graduate
Doctoral Level
Doctoral Graduate
Monthly Income
Below 10,000
10,001-20,000
20,001-30,000
30,001-above
PhP 4,999.00 & below
Transaction / Concern at the Office of the mayor:
To avail of AICS/MAIP, blood, dialyzer, free hospital
bills, and/or medicines.
To submit / qualify / avail of KABALAKA para kay t
Lolo kag Lola Program.
To transact / process / follow-up office concerns (payrolls,
vouchers, leaves, clearances, etc. (within Provincial
Government Offices only).
To process permits, requests, claims etc. of both public
and private individuals (quarry, use of government
properties i.e. infrastructure equipment, etc.) relative
to business or public service.
To apply / seek for job within the local Government
or request for recommendation for job application
to other agencies.
To request for various help and other assistance (i.e.
legal, social economic, educational, medical
concerns, etc.).
To visit the Office of the mayor for courtesy call
or to see the mayor for specific concerns.
Another concern/s and/or transaction/s. (Please provide
specific concern)
_____________________________________________________________________________________________
Legend: 3.26 - 4.00 (very satisfied); 2.51 - 3.25 (Partially satisfied); 1.76 - 2.50 (satisfied); 1.00 – 1.75 (not satisfied)
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Table 9. Significant Differences in the level of deterring factors in rendering quality
service at the office of the mayor in local government of Antique according to Age
Mean
Age N df U p-value Interpretation
Rank
Below 20
years old
21to 30
years old
31 to 40
years old
41 to 50
years old
50 and
above
Total
* p < 0.05
service at the office of the mayor in local government of Antique according to sex
Mean p-
Sex N Z U Interpretation
Rank value
Male
Female
Total
* p < 0.05
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service at the office of the Mayor in local government of Antique according to
Educational attainment.
Educational d p-
N Mean Rank U Interpretation
attainment f value
Elementary
High School
Graduate
College/
Bachelor’s
Degree
Post-
graduate
Total
* p < 0.05
Table 12. Significant Differences in level of deterring factors in rendering quality service
at the office of the mayor in local government of Antique according to Monthly income.
Monthly
N df Mean Rank U p-value Interpretation
Income
Deterring Below 10,0
factors 000 up
99,999.9 -
50,000
49,999.99 -
20,000
19,999.99-5,
000
4 999.99
below
Total
* p < 0.05
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___________________________________________________________________________
service at the office of the mayor in local government of Antique according to Types of
Transaction Concern at the Office of the mayor.
Types of Interpretatio
N df Mean Rank U p-value
transaction n
Trans 1
Tras 2
Trans 3
Trans 4
Trans 5
Trnas 6.
Trans 7
Trans 7
Other
concern/s
and/or
transaction/
s.
Total
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___________________________________________________________________________
THE OFFICE OF THE MAYOR IN THE PROVINCE OF ANTIQUE
Questionnaire
Please provide the needed information. Put a check on space provided of the given
choices.
Name (Optional): ______________________________________ Age: _________
Address:________________________________________________________________
Gender: (__) Male (__) Female
Civil Status: (__) Single (__) Married (__) Widow/Widower (__) Others
(__) Elementary Level (Grade ____) / Elementary Graduate
(__) Junior High School Level (Grade ____) / Junior High School Graduate
(__) Senior High School Level (Grade ____) / Senior High School Graduate
(__) College Level (Year ____) / College Graduate
(__) Graduate and postgraduate or above
(__) Masters Level (Year ____) / Masters Graduate
(__) Doctoral Level (Year ____) / Doctoral Graduate
(__) Others (please specify) _____________________________________
Occupation: (__) Government Employee (__) Private Employee (__) Businessperson
Unemployed: (__) Student (__) Housewife (__) Others
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___________________________________________________________________________
Family’s Monthly Income: (__) PhP 100,000.00 & above
(__) PhP 50,000.00 – PhP 100,000.00
(__) PhP 20,000.00 – PhP 49,999.00
(__) PhP 5,000.00 – PhP 19,999.00
(__) PhP 4,999.00 & below
Transaction / Concern at the Office of the Mayor:
(__) To avail of AICS/MAIP, blood, dialyzer, free hospital bills, and/or medicines.
(__) To submit / qualify / avail of KABALAKA para kay Lolo kag Lola Program.
(__) To transact / process / follow-up office concerns (payrolls, vouchers, leaves,

clearances, etc. (within local Government Offices only).
(__) To process permits, requests, claims etc. of both public and private individuals
(quarry, use of government properties i.e. infrastructure equipment, etc.) relative to
business or public service.
(__) To apply / seek for job within the local Mayor or request for recommendation for
job application to other agencies.
(__) To request for various help and other assistance (i.e. legal, social, economic,
educational, medical concerns, etc.).
(__) To visit the Office of the Mayor for courtesy call or to see the governor for specific
concerns.
(__) Other concern/s and/or transaction/s. (Please provide specific concern)
_________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________
__________________________.
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___________________________________________________________________________
Part A Questions:
Please provide your answer through checking your chosen response or you may choose
all your preferred choices, and write your thoughts on the space provided.
1) Were you able to finish your transaction / concern on your expected time?
(__) Yes (__) No
2) Were you satisfied of the services you have availed?
(__) Yes (__) No
3) A. If you chose ‘Yes’ in Question No. 2, you may proceed to Part B Questions.
B. If you chose ‘No’ in Question No. 2, please check the reason/s below (you
may check more than one), or kindly provide your answer on the blank if you may wish
to add.
(__) delay on budget allocation / no funding
(__) time constraints
(__) inefficiency or unavailability of person responsible for the task
(__) lack / unavailability of equipment
(__) otherreasons:_________________________________________________
4) Kindly rate your overall transaction experience with the Office of the Mayor.
(__) very Satified
(__) Partially satisfied
(__) Satified
(__) not satified
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___________________________________________________________________________
5) Please state your reason/s why you chose the particular rating in Question No. 4.
_________________________________________________________________.
Part B Questions:
Please provide your answer through checking your chosen response or you may choose
all your preferred choices, and write your thoughts on the space provided.
1) Please rate the behavior of the staff you dealt with, relative to the quality of service
you have received or experienced during your transaction at the Office of the Mayor.
(__) very Satified
(__) Satified
(__) not satified
2) Please rate on how well the staff at the Office of the Mayor communicated with you,
understood your concern/s, was aware of your need/s, and assisted you during your
transaction.
(__) very Satified
(__) Satified
(__) not satified
3) Please rate the responsiveness and sensitivity of staff at the Office of the Mayor who
attended to your needs or concerns.
(__) very Satified
(__) Satified
(__) not satified
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___________________________________________________________________________
4) Please rate the assurance extended to you by the staff attending to your
needs/concerns at the Office of the Mayor.
(__) very Satified
(__) Satified
(__) not satified
5) Please rate the empathy given to you by the staff attending to your needs/concerns
at the Office of the mayor.
(__) very Satified
(__) Satified
(__) not satified
6) Please rate the staff quality you encountered at the Office of the Mayor.
(__) very Satified
(__) Satified
(__) not satified
7) Please rate the professionalism showed to you by the employee/s attending to your
(__) very Satified
(__) Satified
(__) not satified
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___________________________________________________________________________
8) Please rate the effectiveness and efficiency of the staff attending to your
(__) very Satified
(__) Satified
(__) not satified
9) Please rate the service attitude of the staff at the Office of the Mayor based on your
satisfaction.
(__) very Satified
(__) Satified
(__) not satified
10) Please rate the conduciveness of the facilities (services, amenities accommodations,
toilets) at the Office of the Mayor with regard to convenience and comfort of clients.
(__) very Satified
(__) Satified
(__) not satified
11) Please rate the internal (personnel, policies, office culture, equipment, inter-
personal relationship of employees) and external (politics, laws, clients, technology,
suppliers) environments of the Mayor’s Office relative to the delivery of quality and
efficient service.
(__) very Satified
(__) Satified
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___________________________________________________________________________
(__) not satified
12) Please rate the usefulness of the logo settings, information bulletins and reception
hours at the Office of the Mayor with regard to accessibility of services and
comfortability of clients?
(__) very Satified
(__) Satified
(__) not satified
13) Please rate the propriety and presentability of the appearance of the office staff,
and the arrangement and conduciveness of the workplace.
(__) very Satified
(__) Satified
(__) not satified
14) Please rate your satisfaction of the front desk and information services at the
Mayor’s Office.
(__) very Satified
(__) Satified
(__) not satified
15) Please rate the system of processing and transaction at the Office of the Mayor
relative to your satisfaction of services.
(__) very Satified
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___________________________________________________________________________
(__) Satified
(__) not satified
16) Please rate your satisfaction of the Internal Agency Management of this office.
(__) very Satified
(__) Satified
(__) not satified
17) Please rate the feedback mechanism at the Office of the Mayor.
(__) very Satified
(__) Satified
(__) not satified
18) Please rate the expertise of the staff at the Mayor’s Office to handle complaints,
conflicts or misunderstandings relative to its operations.
(__) very Satified
(__) Satified
(__) not satified
19) Please rate the functionality and effectiveness of the Special Situation Management
at the Office of the Mayor.
(__) very Satified
(__) Satified
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___________________________________________________________________________
(__) not satified
20) Kindly share with us your comments or suggestions that would greatly help improve
our quality of service to the public.
_________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________
_______________________________.
0 ------------------------------------------------- End ------------------------------------------------

0
Respondent’s Signature: ____________________________
Date: ______________________
******* Thank you for your participation! God bless! 😊 ********
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___________________________________________________________________________
REFERENCES:
Abd-El-Salam, et al., (2019). The quality of service that we render reflects the kind
of organization. https://hackpad.com/FromTransactional-to-Strategic-systems-
approaches-to-publicservice-challenges-Itulj4Bprmt
Beatson, A., Ling,. I. & Gudergan S. (2019). Employee behavior and relationship
quality:
input on customers: The Service Industries Journal, 28 (2),
211-223.
Bertot, J. et al. (2019), Universal and contextualized public services: Digital public
service
innovation framework, Government Information Quarterly, vol. 33/2, pp. 211-
222, http://dx.doi.org/10.1016/j.giq.2016.05.004.
Blery, et. Al., (2019). Outlook: The Art of Managing Innovation Risk, Accenture, London,
www.accenture.com/t20150522T061601__w__/usen/_acnmedia/Accenture/
Conversion-Assets/Outlook/Documents/1/AccentureOutlook-Art-of-Managing
Innovation-Risk.pdf#zoom=50(accessed 9 December 2016).
Bowen, (2019). Better Public Services through Experimental Government, Alliance for
Useful Evidence, London, www.nesta.org.uk/sites/default/files/better-services-
throughexperimental-government.pdf
Brown and Bond (2019), The conceptual service quality is also called satisfaction.
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Publishing, Paris, www.oecd.org/gov/digital-government/Recommendationdigital-
governmentstrategies.pdf.
Cresswell J. S. (2022) Sixth Edition,New book for Research Design. (Sixth Edition)
(SAGE).
David, M & Heinelle, J. (2020).Managing services: Using technology to create value,

McGraw-Hill/Irwin.
Grindle et al. (2019). Good Governance refers to Government Agencies. www.

nesta.org.uk/blog/why-we-need-experimental-government
https://www.google.com/search?q=rendering+of+services+meaningon+government&s
ca_esv).
Jason, E. C. & Karlay J. S. ( 2018) Impact of Service Quality on customer Satisfaction

Liberia Revenue Authority.
Kaura, et al, (2020). The aspect of people in service quality, dimension of service
quality
Includes empathy, assurance and reliability.
www.cpsi.co.za/wpcontent/uploads/2015/10/AwardsPublication2015Web.pdf
Khan and Fasih (2019). The deterring factors which hinder the quality of service which
influence the satisfaction of our clients.
Kheng, L., Mahamad, O., Ramayah, T., & Mosahab, R. (2019). Impact of service
quality
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on customer loyalty: A study of banks in Penang, Malaysia. International Journal
of Marketing Studies, 2 (2). Retrieved on November
1, 2013 from http://www.ccsenet.org/ijms
Kotler, P., & Armstrong, G. (2019). Principles of marketing, 12th, Upper Saddle River,
Pearson, N.J.
Lewis & Booms, (2019). The service quality can be measured based on how well the
delivered services matches the expectation of the costumer
Liddle & Mujani (2019; OECD (20155). From Transactional to Strategic:

Systems Approaches to Public Service Challenges,
https://hackpad.com/FromTransactional-to-Strategic-systems-approaches-to-
publicservice-challenges-Itulj4Bprmt, OECD Publishing, Paris forth coming.
Loke, S.P., Taiwo, A., Salim, H.M., & Downe, A. G. (2019). Service quality in
a telecommunication service provider. IPEDR 11, Singapore: IACSIT Press.
Retrieved on November 1, 2019 from http://www.ipedr.com/vol11/5-R00009.pdf
Lovelock D. L., & Writz, J. (2019). Services Marketing, 6th, Pearson, NJ.
Lugay, C. I. Jr., (2021).Department of Industrial Engineering, University of Santo

Tomas,
España Boulevard, Sampaloc, Manila, 1008, Philippines cplugay@ust.edu.ph
Markovic and Raspor (2019), Customer satisfaction is an antecedent to service quality.

The 13th CPSI Public Sector Innovation Awards, CPSI, Pretoria, (accessed 8
December 2019).
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Parasuraman et al., 2018; Zeithaml et al., 2018 The Global Context and the Way
Forward,
OECD Publishing, Paris, http://dx.doi. org/10.1787/9789264268104-en.
Pizam, A. (2019). International Encyclopedia of Hospitality Management, 2nd, Retrieved

on November 1, 2019 from http://books.google.com/books? Id=VyBjQQ al
TxwCa print sec= frontcover#v=onepage&q&f=false
State of Queensland (2019). Public perceptions of local government: Findings from the
2019 public attitudes survey. Retrieved on October 29, 2019from
http://www.www.cmc.qld.gov.au/public-sectorservice-satisfaction-index.pdf
Wright, G., & Hyde-Hines, M. (2019). Measuring quality in public services.

Retrieved on October 30, 2019 from http://www.ribm.mmu.ac.uk/symposiu
m2011/fullpapers/MargaretHyde.pdf
Zeithamabd Bitner,(2019). “Don’t just do something, stand there!” Revisitingthe Issue

of
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Wellington,www.innovation.cc/scholarly-style/8_23bhattainnovaterisk.pdf
(accessed 9 December 2018).
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picapic
CURRICULUM VITAE
1. PERSONAL BACKGROUND
NAME:
CONTACT NUMBERS:
EMAIL ADDRESS:
POSTAL ADDRESS:
BIRTHDAY:
AGE:
GENDER:
RELIGION:
OCCUPATION:
CIVIL STATUS:
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EDUCATIONAL BACKGROUND
ELEMENTARY:
SECONDARY:
COLLEGE:
POST GRADUATE:
BOARD EXAMINATIONS PASSED
PREVIOUS JOB EXPERIENCE
PRESENT OCCUPATION
54

fINal Detering Factor in The Office of The Mayor

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Republic of the Philippines

State Universities and Colleges

Background of the Study

effective, quality, and good governance.

According to Grindle et al. (2019), good governance refers to government

agencies that aim to increase economic growth through the implementation of

in Rendering Quality Service at the Office of the Mayor." Working in a government

as co-workers, department heads, clients, and visitors, among others.

recommendations to improve the practices, ways and methods being administered in

respect to the quality of service under good governance. Through transparency,

accountability, participation, and professionalism are such innovative programs and

Statement of the Problem

The concerns about quality of service need to be resolved so as not to hamper

Local Government of Antique.

There are two (2) questions in this research:

types of transactions, and when taken as a whole?

2) Is there a significant difference in clients’ satisfaction when the quality of

aforesaid questions, the following hypotheses will be adopted in our research.

1) There is no significant difference in clients’ satisfaction when the quality of

the facts and physical evidence available in the office.

This study centered on finding out the deterring factors in rendering

Responsiveness, Empathy and Assurance plays a crucial role to achieve Client’s

Satisfaction. Responsiveness is the value of showing positive response: reacting quickly,

strongly, or favorably to something, especially a suggestion or proposal (Lugay, 2021).

and effective transaction at the office

Figure 1 depicts the paradigm of the study.

Independent Variable Dependent Variable

Figure 1. The Paradigm of the Study

business in their office.

Future researchers. Future researchers may utilize the findings of this

investigation as a local reference in pursuing similar studies on deterring factors in

investigation as a local reference in pursuing similar studies on deterring factors in

rendering quality service in the local government of Antique.

following terms are defined:

Deterring factor. something that prevents people from doing something by

making them afraid of what will happen to them if they do it.

In this study,” Deterring factor” refers to the approach of government official on

1.75 not satisfied.

Rendering Quality Service. means any of the following activities, whether

done directly or through others, whether done in person or through telephonic,

electronic, or some other means of communication, and whether done as a principal,

owner, director, officer, agent, employee, partner, member, contractor or consultant.

1.00–1.75 not satisfied.

to according age, gender, civil status, monthly income, educational attainment,

employment status, types of transaction and entire group.

Local Government. typically constitute a subdivision of a higher-level political

civil status, monthly income, educational attainment, employment status, types of

transaction and entire group.

the Mayor in the province of Antique.

Data will be gathered with the use of questionnaire-checklist on deterring factors

responses to be devised by the researcher. To supplement the data gathered through

questionnaire-checklist, personal interview to the key informants, observation, and

documentary analysis will be utilized by the researcher.

for the Social Sciences (SPSS) software version 17.0.

gathered in this study.

REVIEW OF RELATED LITERATURE AND RELATED STUDIES

Chapter 2 presents the review of literature related to the present investigation.

It discusses the following topics: (1) Conceptual literature on Deterring factors in

for the work done (Gowan et al., 2019).

of the organization to meet expectations is defined as service quality. During the

service is an increasing pressure on public sector organizations (Randall and Senior,

quality satisfaction (Jun and Cai, 2019).