E-government service quality assessment and gap identification of the Social Security System's website /
Macaranas, Mark Lloyd L.
E-government service quality assessment and gap identification of the Social Security System's website / by Mark Lloyd L. Macaranas and Jenie S. Santocildes. - Indang, Cavite : Cavite State University- Main Campus, 2022. - xi, 95 pages : illustrations ; 28 cm.
Thesis (Bachelor of Science in Industrial Engineering) Cavite State University
College of Engineering and Information Technology (CEIT) College of Engineering and Information Technology (CEIT)
MACARANAS, MARK LLOYD L., AND SANTOCILDES, JENIE S., E- GOVERNMENT SERVICE QUALITY ASSESSMENT AND GAP IDENTIFICATION OF THE SOCIAL SECURITY SYSTEM'S WEBSITE. Undergraduate thesis. Bachelor of Science in Industrial Engineering. Cavite State University, Indang, Cavite. May 2022. Adviser: Mr. Jayvee L. Lacostales
The study was conducted from October 2020 to May 2022 via the internet- based learning or e-learning mode of Cavite State University. The primary objective of this study was to assess and identify gaps among the five dimensions of e-government service quality on the Social Security System's (SSS) website. The study aims explicitly (1) to determine the demographic profile of the SSS website users, (2) to determine the participant's expectations and perceptions regarding the SSS e- government service quality, and (3) to determine service gaps from the participant's expectations and perception. The researchers gathered data and information from 347 respondents (originally 400). They represent the entire population of Cavite from different cities and municipalities by utilizing the stratified random sampling technique and Slovin's formula, respectively. This study utilizes descriptive research. The survey questionnaire-the primary data of this study, was used to gather relevant data from the respondents through google forms and printed copy forms. Due to pandemic restrictions, the researchers failed to obtain the required number of participants, 400. However, unfavorable conditions resulted in only 86.75 percent (347) of participants, restricting the health protocol for completion of this study. After analyzing the collected data, all five dimensions of e-government service quality acquired negative gap scores. After applying the importance weight, the adjusted rank of the five dimensions with the highest gap score is as follows: responsiveness, reliability, security and privacy, personalization, and website design, which means the SSS e-government website failed to meet or exceed its client's expectation. The researchers developed a set of recommendations and a service framework to enhance the agency's website e-services
Social Security System--Service--Evaluation--Philippines
Administrative agencies--Service--Evaluation--Philippines
Quality services
351 / M11 2022
E-government service quality assessment and gap identification of the Social Security System's website / by Mark Lloyd L. Macaranas and Jenie S. Santocildes. - Indang, Cavite : Cavite State University- Main Campus, 2022. - xi, 95 pages : illustrations ; 28 cm.
Thesis (Bachelor of Science in Industrial Engineering) Cavite State University
College of Engineering and Information Technology (CEIT) College of Engineering and Information Technology (CEIT)
MACARANAS, MARK LLOYD L., AND SANTOCILDES, JENIE S., E- GOVERNMENT SERVICE QUALITY ASSESSMENT AND GAP IDENTIFICATION OF THE SOCIAL SECURITY SYSTEM'S WEBSITE. Undergraduate thesis. Bachelor of Science in Industrial Engineering. Cavite State University, Indang, Cavite. May 2022. Adviser: Mr. Jayvee L. Lacostales
The study was conducted from October 2020 to May 2022 via the internet- based learning or e-learning mode of Cavite State University. The primary objective of this study was to assess and identify gaps among the five dimensions of e-government service quality on the Social Security System's (SSS) website. The study aims explicitly (1) to determine the demographic profile of the SSS website users, (2) to determine the participant's expectations and perceptions regarding the SSS e- government service quality, and (3) to determine service gaps from the participant's expectations and perception. The researchers gathered data and information from 347 respondents (originally 400). They represent the entire population of Cavite from different cities and municipalities by utilizing the stratified random sampling technique and Slovin's formula, respectively. This study utilizes descriptive research. The survey questionnaire-the primary data of this study, was used to gather relevant data from the respondents through google forms and printed copy forms. Due to pandemic restrictions, the researchers failed to obtain the required number of participants, 400. However, unfavorable conditions resulted in only 86.75 percent (347) of participants, restricting the health protocol for completion of this study. After analyzing the collected data, all five dimensions of e-government service quality acquired negative gap scores. After applying the importance weight, the adjusted rank of the five dimensions with the highest gap score is as follows: responsiveness, reliability, security and privacy, personalization, and website design, which means the SSS e-government website failed to meet or exceed its client's expectation. The researchers developed a set of recommendations and a service framework to enhance the agency's website e-services
Social Security System--Service--Evaluation--Philippines
Administrative agencies--Service--Evaluation--Philippines
Quality services
351 / M11 2022