Advisers

Ma. Rose Savariz

Discipline

Business administration

Abstract

This study examined client perspectives on the processing time and accuracy of transactions in the Accounts Management Department of the Pag-IBIG Fund Shaw Boulevard Office. Efficient processing time and accurate transaction handling are essential in maintaining client trust and operational efficiency in government service delivery. Despite efforts to streamline processes through technology, clients continue to experience concerns regarding delayed posting of contributions, billing inaccuracies, and discrepancies in loan records. These persistent issues highlight a service gap that necessitates systematic evaluation to ensure improved public service performance and client satisfaction. The study employed a quantitative-descriptive research design. Seventy-five (75) clients with recent transactional activity were selected as respondents and were surveyed using a structured questionnaire. Statistical tools including frequency distribution, weighted mean, standard deviation, and Pearson correlation were utilized to analyze patterns, perceptions, and the relationship between processing time and transaction accuracy. Findings revealed satisfaction ratings ranging from 2.71 to 2.84 for speed, timeliness, and orderliness of transactions. Accuracy indicators, including transaction receipts, loan records, and contribution tracking, obtained higher average weighted mean ranging from 2.87 to 2.89. Although respondents were generally satisfied, challenges such as long waiting times, occasional slow processing, and minor system-related inaccuracies were identified. Correlation analysis showed a positive relationship between processing time and transaction accuracy, indicating that more favorable assessments of processing efficiency were associated with more favorable assessments of transaction accuracy. Overall, the results suggest that while service delivery is satisfactory, continuous process improvements are necessary. Addressing identified limitations may support operational performance and client satisfaction in public service transactions.

Keywords

transaction accuracy, processing time, client satisfaction