Assessment of e-government service quality in the National Bureau of Investigation / by Raphael Godwin O. Roderos and Darrel Dave P. Zaldivar.

Thesis (Bachelor of Science in Industrial Engineering) Cavite State University

Includes bibliographical references.

College of Engineering and Information Technology (CEIT)

RAPHAEL GODWIN O. RODEROS, DARELL DAVE P. ZALDIVAR.ASSESSMENT OF E-GOVERNMENT SERVICE QUALITY IN THE NATIONAL BUREAU OF INVESTIGATION. Undergraduate Thesis. Bachelor of Science in Industrial Engineering, Cavite State University, Indang, Cavite. October 2021. Adviser: Ms. Dina P. Bawag.

The purpose of this study was to assess the e-government service quality and gap identification in the National Bureau of Investigation. Specifically, this study aimed to; (1) Determine the demographic profile of the people who use the online services of National Bureau of Investigation in terms of their age, sex, occupation, and others. (2) Determine the expectations and perceptions of the people who use the online services that are being offered by the National Bureau of Investigation with the dimensions of service quality, namely reliability, assurance, tangibles, empathy. (3) Identify the service gaps between applicants' expectations and perceptions on the online services that the National Bureau of Investigation offers. (4) Identify the possible recommendations to address the service gaps in National Bureau of Investigation online services. The researchers used purposive sampling, stratified random sampling technique, and Slovin’s formula to determine the number of respondents they needed. The research instrument of this study was the survey questionnaire form adapted by the researchers from a common study, and the respondents are those who have direct experience on the online services through the website of National Bureau of Investigation. For the improvement of an existing website, servqual model was used. The model is a way to develop the data collected in the questionnaires according to perceived expectations of the customers and its demand for service quality. The Servqual model is a technique to identify the service quality that the customers perceived. The gap model analysis in Servqual model is also utilized in this study. It is measured by solving the difference of perception score minus customer's expectation. Perceived service quality instrument will be used to measure the customer's expectations and satisfactions in the service quality. Problems were identified through survey questionnaires distributed online and directly several NBI offices. As a result, researchers have successfully formulated and recommended several solutions for the improvement of the website. In gap analysis, researchers identified issues through their respondents who used the website of NBI, as they acquired negative results of service gap on multiple dimensions such as Reliability, Security and Privacy, Website Design, and Responsiveness. Lastly, researchers suggested possible solutions for the improvement of the website of the NBI. Based on the data gathered by the researchers from the survey questionnaires distributed to the respondents, there are several issues that need to be addressed for the improvement of the website. Therefore, the researchers formulated a possible plan of action for every dimension that shows negative result in computed service gaps.

Submitted copy to the University Library. 07/07/2022 T-9033