Public Service Delivery Assessment Using the Citizen Satisfaction Index System in Western Visayas, Philippines


Greta Gabinete
Christine Tanan
Jose Ariel Tutor
Maria Lea Escantilla-Lebuna

Surveys are essential tools in assessing the performance of local government units in their basic societal service deliveries. Using the Citizen Satisfaction Index System (CSIS) which measures the respondent’s satisfaction with public services, interviewed 150 respondents covering 29 barangays in Lambunao, Iloilo. Survey was based on this tool’s core concepts of awareness, availment, satisfaction and need for action on the service delivery system of the government. Our objectives were to assess the service delivery performance; identify the patterns and trends and correlations among services areas and sociodemographic profiles of the respondents; and rank the service areas accordingly based on the respondent’s satisfaction ratings. Results revealed a high awareness rating (81%) but only 51% of those who were aware have availed the basic services. The satisfactory rating was 95%. The unemployed (86%), young adults (36%), and female groups (50%) were well-satisfied with the economic and investment promotion services and support for education programs. Whereas, the male (50%), middle-aged (42%), and employed clusters (14%) were highly concerned about the governance and response of the government. The satisfaction of the elderly group (22%) was very closely related to health services. Ranking the overall satisfaction on services areas using a generalized additive modeling was in the order of health services > support to education > social welfare > environmental management > governance and response > economic and investment promotion > public works and infrastructure. Our findings aid the government officials towards more improved service delivery to its constituents.


Keywords: Citizen satisfaction, Local government unit, Performance-based assessment, Philippines

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