000 03724nam a2200337 a 4500
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008 181121s19uu xx 00 eng d
040 _cCvSU Main Campus Library
041 0 _aeng
082 0 4 _a351
_bM11 2022
100 _aMacaranas, Mark Lloyd L.
_eauthor
_940177
245 1 0 _aE-government service quality assessment and gap identification of the Social Security System's website /
_cby Mark Lloyd L. Macaranas and Jenie S. Santocildes.
260 _aIndang, Cavite :
_bCavite State University- Main Campus,
_c2022.
300 _axi, 95 pages :
_billustrations ;
_c28 cm.
336 _2rdacontent
_atext
337 _2rdamedia
_aunmediated
338 _2rdacarrier
_avolume
500 _aThesis (Bachelor of Science in Industrial Engineering) Cavite State University
508 _aCollege of Engineering and Information Technology (CEIT)
520 3 _a 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
541 _cSubmitted copy to the University Library.
_d08/01/2022
_eT-9164
610 0 _aSocial Security System
_940178
_zPhilippines
_xService
_xEvaluation
650 0 _aAdministrative agencies
_93207
_zPhilippines
_xService
_xEvaluation
650 0 _aQuality services
_99086
690 _aBachelor of Science in Industrial Engineering
_91858
700 _aSantocildes, Jenie S.
_eauthor
_940180
700 _aLacostales, Jay Vee L.
_eadviser
_937009
856 _yClick here to view the Abstract and Table of Contents
_uhttp://library.cvsu.edu.ph/cgi-bin/koha/opac-retrieve-file.pl?id=7b72d0fe008bf5e4399e5ed1a147f6ff
942 _2ddc
_cMAN
999 _c62839
_d62839