000 04775nam a2200373 a 4500
003 OSt
005 20231107131014.0
008 181121s19uu xx 00 eng d
040 _cCvSU Main Campus Library
041 0 _aeng
082 0 4 _a353.463
_bR61 2022
100 _aRoderos, Raphael Godwin O.
_eauthor
_937891
245 1 0 _aAssessment of e-government service quality in the National Bureau of Investigation /
_cby Raphael Godwin O. Roderos and Darrel Dave P. Zaldivar.
260 _aIndang, Cavite :
_bCavite State University- Main Campus,
_c2022.
300 _axii, 62 pages :
_billustrations ;
_c28 cm.
336 _2rdacontent
_atext
337 _2rdamedia
_aunmediated
338 _2rdacarrier
_avolume
500 _aThesis (Bachelor of Science in Industrial Engineering) Cavite State University
504 _aIncludes bibliographical references.
508 _aCollege of Engineering and Information Technology (CEIT)
520 3 _a 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.
541 _cSubmitted copy to the University Library.
_d07/07/2022
_eT-9033
610 0 _aNational Bureau of Investigation (NBI)
_937893
650 0 _aQuality services
_99086
650 0 _aCustomer services
_97799
650 0 _aConsumer satisfaction
_913167
651 0 _aPhilippines. National Bureau of Investigation.
_937894
_xService
_xEvaluation
690 _aBachelor of Science in Industrial Engineering
_91858
700 _aZaldivar, Darrel Dave P.
_eauthor
_937892
700 _aBuclatin, Willie C.
_eadviser
_987
856 _yClick here to view the Abstract and Table of Contents
_uhttp://library.cvsu.edu.ph/cgi-bin/koha/opac-retrieve-file.pl?id=b9522b504bf0adb0d9840e12c09ffda5
942 _2ddc
_cMAN
999 _c62534
_d62534