Advisers

Kimberly Joyce B. Embile, LPT, MAT

Discipline

Public Administration And Governance

Abstract

This study examined citizen satisfaction with the digital services of Barangay 175, North Caloocan, focusing on the service interface, convenience, accessibility, and the SERVQUAL dimensions of reliability, assurance, tangibles, empathy, and responsiveness. It also described user demographics and common problems encountered while accessing the platform. A descriptive-quantitative research design was used, and data were collected from residents using structured survey questionnaires. Respondents were purposively sampled among those already using the digital services. The survey measured demographics, satisfaction levels, user experience, and problems encountered. Data were analyzed using frequency, percentage, weighted mean, and ranking to assess the platform’s overall effectiveness. Most respondents were described as young adults, predominantly women, and long-term residents. Respondents reported satisfaction with the service interface, convenience, and accessibility, and assurance received the highest reported weighted mean among the SERVQUAL dimensions. Reported challenges included technical issues, limited digital literacy among older users, inconsistent information, and slow system performance. The findings indicate generally favorable user perceptions of the barangay’s digital platform while identifying recurring barriers, including technical problems, unstable connections, inconsistent information, and limited support for users with lower digital literacy. System improvements, clearer instructions, digital-literacy support, and stronger technical assistance may address these concerns. Because the design was descriptive, the study does not establish that the platform improved access or communication relative to previous service-delivery methods.

Keywords

servqual, digital literacy, citizen satisfaction, barangay digital services, service accessibility