Professional Documents
Culture Documents
MPA
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Chapter I
Introduction
civil registers, vital acts and events that affect the civil status of individuals. Vital
acts and events are the births, deaths, fetal deaths, marriages and all such events
that have something to do with an individual's entrance and departure from life
together with the changes in civil status that may occur to a person during his
lifetime. The documents that are being registered are called civil registry
documents.
court decrees, legal instruments which affect the status of a person, divorce,
Consulates abroad. These documents are submitted by the local civil registry
Statistics Authority (PSA) and are converted to digital format and loaded in the Civil
PSA, which is a new agency created by the virtue of Republic Act No. 10625,
otherwise known as the “Philippine Statistical Act of 2013” through the merging of
Agricultural Statistics of the Department of Agriculture and the Bureau of Labor and
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agency mandated to carry out and administer the provisions of Act No. 3753,
entitled “An Act to Establish a Civil Register” (Section 2, CA 591) and other laws
on civil registration. This function (mandate of the former NSO) was clearly stated
the Philippine Statistical System (PSS) in such a manner that the agencies
transition period so as not to unduly delay the production of statistics from ongoing
maintaining the Civil Registry System Information Technology Project (CRS ITP)
that aims to im prove the service time in issuance of certifications of birth, marriage
and death documents and maintaining the integrity of the documents. Sooner there
Unisys Public Sector Services Corporation. This will have involved more enhanced
computerization of the civil registry operations of PSA. But just like other programs
that deliver services to the public on hand, the current CRS ITP through PSA
Serbilis Outlet should be evaluated. Satisfaction of the clients on the steps and
Theoretical Framework
with his expectations”. Kotler & Keller (2008) build on this definition, stating that
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customer satisfaction is determined by “the degree to which someone is happy or
The definition of Zeithaml & Bitner (2003) is slightly different from that of
In this study, the definition of Thomassen will be used given the importance
Statistics Authority Quezon Serbilis Outlet which provides copy issuance of civil
registry documents. Although Zeithaml & Bitner (like Thomassen) say that
comparisons in their definition. Since PSA aimed not only to deliver the services in
the public but also build satisfaction, trust and confidence among its clientele; as a
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Conceptual Framework
The figure shows the research paradigm of the study which in input
clients in terms of efficiency and timeliness of delivery of services. For the process,
of statistical treatment. After the administration and data gathering, the level of
characteristics and among walk-in versus LGU applicants was tested and
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Statement of the Problem
of PSA Quezon Serbilis Outlet on the copy issuance of civil registry documents
a. Sex
b. Age
c. Educational Attainment
d. Employment Status
e. Residence
2. What is the level of satisfaction of the clients of PSA Quezon Serbilis Outlet
in terms of:
a. Efficiency
b. Timeliness
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Thesis Arguments
PSA Quezon Serbilis Outlet on the copy issuance of civil registry documents such
as certificate of birth, marriage and death. The study focuses only on the two
The instrument used to collect data for this research was a questionnaire
and end-users. There are several studies conducted to measure the satisfaction
level of customers as to the services being offered or products they want to sell.
Manzin, Zurga and Mrak (2012) cited the different relations between the State
Customers recognized that they have clear obligations towards the tax
administrations but by large, they expect a certain level of service or help that
would aid them in carrying out their duties. Customers legally defined
obligations, they are aware that businesses are subject to inspection but
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customers expect suitable and prompt activities by regulators or government.
With these, government then needs to guide and inform customers how they will
The government must seek ways to improve the services they provide in
order to meet the expectations of their constituents. It adapts and updates its
consumer. Bal, et al. (2011) cited that people with low levels of trust will be more
expressed that it would be gradual and troublesome to recover the trust in public
policy and institutions. It will negatively affect or influence their credibility and may
somehow escalate and view as a whole for public service. There is a need for the
created pressure to public sector as constituents are more interested into a fast
holds good for the experience and evaluation of quality. Thus, this study intended
to improve the delivery of the services to the people in a more convenient and
fastest way and increase clients’ satisfaction. It was the researcher’s objective to
evaluation to create programs and policies that are necessary to improve the
delivery of services.
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To the Philippine Statistics Authority. The findings of this study could be
program. The information gathered could identify of which phases on the delivery
To the Client. The utmost concern of this study is to improve the services
on the copy issuance of civil registry documents to the clients and to increase the
clientele’s satisfaction.
To the Future Researcher. The findings of this study will be of great help to
the future researcher in comparing the level of satisfaction of the clients before and
after the conduct of the study and how effective the propose actions to improve the
delivery of services.
Definition of Terms
study.
Civil Registration is the system by which a government records the vital events
of its citizens and residents. The resulting repository or database is called civil
register, and the office responsible for receiving registrations is often called the
Civil Registry Document (CRD) are documents registered based on vital events
being issued by Philippine Statistics Authority. It includes birth, marriage and death
certificate.
Civil Registry System (CRS) Database is the database of CRS ITP where all civil
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Civil Registry System Information Technology Project (CRS ITP). It is a Build
Operate Transfer Project in partnership with Unisys Philippines for 10 years. The
registry documents.
Department of Foreign Affairs (DFA) is the agency responsible for the recording
of vital events the occurred among Filipinos in foreign countries and is responsible
for forwarding of the said documents to PSA for uploading to the database.
Local Government Unit (LGU) particularly the Local Civil Registrars who request
body, data producers, users, research and training institutions, and data providers.
created by the virtue of RA 10625 or the Philippine Statistical Act 2013. One of its
Shari’a Court also known as Shari’a District Courts (SDCs) and Shari’a Circuit
Courts (SCCs) that were created in 1977 through PD 1083, which also known as
the Code of Muslim Personal Laws. These courts have been established to resolve
Serbilis Outlet refers to the sub-unit of PSA that caters the copy issuance of civil
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Background of the Study
Improving services being offered to the public has always been the priority
and goal of the government. Quality public service must be delivered to people.
agencies to deliver the needs of people thru the fastest and most convenient way.
As the technologies advances rapidly people demands for much better and
As society changes, satisfaction of the people also varies. The public starts
to demand and look for more improvements, for more efficient ways, for less effort
but more comfort process. The public wants to utilize the technology being offered
in the market for their ease. They want the services being given to them must be
modern, efficient, with best quality and most of all be delivered in a timely fashion.
This scenario was being encountered by the PSA (former NSO) several years after
the implementation of the CRS IT project, which in the first place was considered
as the main solution to the demand being ask to the agency but later on, it was
realized that it was just the foundation of the solution to the current situation and
CRS IT project was the technology being utilized in copy issuance of civil
registry documents in the PSA Serbilis Outlet. Recipients of this copy issuance can
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Satisfaction on the delivery of services rendered by PSA Quezon Serbilis
Outlet differs among the clients. Though there were applicants who were satisfied
on the processing of the copy issuance of CRD, there were still some instances
that the office received number of complaints from customers. These clients were
the researcher wants to find out the level of satisfaction of the clientele of PSA
Quezon Serbilis Outlet on the copy issuance of civil registry documents and be
able to come-up with actions that would improve the delivery of services.
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Chapter II
This chapter presents the different literature perused to gather insights for
the study. This also includes the studies considered to strengthen the concepts.
Moreover, the chapter provides the theoretical and conceptual framework that lead
Foreign Literature
Several literatures have cited facts and information on civil registration and
issuances of civil registry documents. There are also vast literatures on clients’
accordance with the legal requirements of a country. Civil registration is carried out
primarily for the purpose of establishing the legal documents provided by the law.
These records are also the main source of vital statistics. Complete coverage,
accuracy and timeliness of civil registration are essential for quality vital statistics."
Civil registration is very important not only to government sectors but also
to private sectors that want to establish programs in certain areas. Vital statistics
record has many uses. Birth records serves as legal proof of identity of a person.
Marriage records can be used to apply for tax deductions, on updating status of a
woman. Also, marriage records can be used as proof of claiming properties in case
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of partner’s death. Death records can be used on claiming inheritance rights,
claiming insurance benefits and serve as proof a person have a right to remarry.
in later days. With the increasing number of clients securing copies of CRD,
ratings is a mere proof that the delivery is efficient, it’s a necessity for the offices to
Based on the research of Center for the Study of Social Policy, the definition
interaction with the service provider and the outcomes experienced by service
interaction, accuracy and timeliness of the process and efficiency of the outcome
to the clients.
et al., 2007).
help to get the best available information by knowing their opinions and
would not meet their needs and to reduce the risk if not risk-free of unforeseen
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Manzin, Zurga and Mrak (2012) cited the different relations between the
Customers recognized that they have clear obligations towards the tax
administrations but by large, they expect a certain level of service or help that would
aid them in carrying out their duties. Customers legally defined obligations, they
are aware that businesses are subject to inspection but customers expect suitable
needs to guide and inform customers how they will carry and perform their
customers are like free advertising. It is necessary to put the customer at the centre
of the business according to its strategies, events and processes. In fact, it is easier
and more profitable to sell to presented customers than to find new ones.
Organizations are ever more setting themselves strategies to determine and make
focused and service-oriented (Mohsan et al., 2011). Now, not only the
organizations aim to satisfy the customers but they attempt to do this more
efficiently and effectively that the other rivals in competitive market place to attain
Bal et al. (2011) cited that people with low levels of trust will be more easily
triggered by negative events. Cheema and Popovski (2010) expressed that it would
be gradual and troublesome to recover the trust in public policy and institutions. It
will negatively affect or influence their credibility and may somehow escalate and
view as a whole for public service. There is a need for the government to revitalize
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knowledgeable local officials and personnel. Changes and development in the
sector as constituents are more interested into a fast reliable performance when
loyal to the firm so they more focus on customer centric approach in their
organizational and marketing strategies (Jain and Singh, 2002). Bowen and Chen
(2001) said that having satisfied customers is not sufficient, there has to be
customer loyalty”.
build the customer into their quality improvement processes and increase profit. As
a result, companies often know the cost of providing good service but they seldom
studies have been conducted to examine the satisfaction and intention of banking
customers (Moutinho and Smith, 2000; Mihelis et al., 2001; Wirtz, 2003; Laforet
and Li, 2005; Liu et al., 2008; Gu et al, 2009; Bamdad and Rafiei, 2009; Udo et al.,
2010; Gilaninia and Mosavian, 2010; Kazemi and Mohajer, 2010; Samadi and
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Kumbhar V. M (2011) attempted to examine a contribution of various dimensions
of service quality in customers’ satisfaction. A result of the study indicates that, all
13 variables were found significant and were good predictors of overall satisfaction
and e-banking service designers should think over these dimensions and make
expectations and need of the time. It will be helps to enhance service quality of e-
towards E-banking services of ICICI bank in Chennai city and concluded that the majority
of the respondents preferred their branch because of Quality of service. Convenience and popularity
of branch were given subsequent preference. There has been quite positive opinion registered with
regard to the common problem encountered by the customers in the banks, relating to that there is
delay in service in the branches, customers were dissatisfied with the service rendered by the staffs,
and dissatisfied with the delay in loan sanctions, at the outset proportion of the problems are
relatively meager, hence it was illustrated that there has been very meager problems in the
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transactions. Therefore they suggested that banks should provide sufficient training programs to
Local Literature
registration in the country. There were also researches that provided data on the
of 2013 or otherwise known as Republic Act (RA) No. 10625. Under this law, the
National Statistics Office (NSO) and three other statistical agencies were merged
and the personnel, assets, contracts and responsibilities of these merged agencies
were transferred to the new PSA. The PSA plans, develops, prescribes,
general-purpose statistics.
the Civil Registry Law or Act No. 3753 as well as provision of civil registration
services to the public. Under Rule 9 (c) (vii), Article 13 of the Implementing Rules
and Regulations (IRR) of RA No. 10625, the PSA shall be responsible for the civil
civil registration matters, court decrees and legal instruments affecting civil registry
customer services and other civil registration concerns. Further, Article 25 of the
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same IRR states that “Civil Registration System (CRS) outlets shall be established
in all administrative regions of the country, and as may be necessary each province
shall have at least one (1) CRS outlet to provide copy issuance service of civil
Way back early 90s, the formerly National Statistics Office had already
issuance of civil registry documents. NSO also foreseen that in order to deliver
their services to the people in more efficient, convenient and fastest way, they must
utilize the use of ICT in compliance with e-governance that the government was
and its computing capabilities. In early 2000, about an average of 10,000 to 12,000
request daily were processed on the issuance of civil registry documents. The
demand for the use of the civil registry documents increased directly proportional
to the population.
joint undertaking between the former NSO (now part of PSA) and Unisys Public
Operate-Transfer (BOT) scheme which will last for twelve years. The multi-phase
and certification of civil registry documents; the conversion of over 120M civil
registry documents into digital format; the establishment of CRS outlets nationwide;
systems that will run the CRS; and the redesign of business processes to support
the CRS.
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With the NSO CRS-ITP solution, week-long waits have been eliminated.
Manila and two hours in outlying areas. There were security benefits from the NSO
ensure long-term access and usability. And, new security paper made it easier to
Based also on the case study conducted by Unisys, complaints have given
82 percent (from a low of 19 percent under the manual system). Even more
remarkable is the fact that this improvement was achieved while transaction
percent higher from last year accounted figure of 229,869 while 29.5 percent higher
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Table 1.
Number of Transactions
Month
2013 2014 2015
January 18,066 21,550 23,649
February 18,851 23,759 30,169
March 16,058 22,073 26,424
April 21,464 21,982 22,467
May 23,461 27,030 25,788
June 16,235 20,489 21,427
July 17,107 13,949 19,779
August 12,585 16,531 16,545
September 13,692 18,589 19,659
October 14,203 17,690 18,706
November 13,861 15,253 17,408
December 11,458 10,974 13,062
TOTAL 197,041 229,869 255,083
*PSA 2013-2015 Annual Report
for copy issuance of Civil Registry Documents. Most of the other offices, public or
private require the public for the copy of their vital documents issued by PSA.
Starting for those couple aiming to get married, to children want to be legitimated,
to those parents who will enroll their children, to those new graduates being
employed up to those claimants of death benefits, they all need the copy issuance
of the CRD from PSA. With this case of increasing number of clients of PSA
Quezon Serbilis Outlet without any changes on the procedures in securing the copy
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issuance of the civil registry documents, the level of satisfaction among the clients
was affected.
in the competition as well as improve and built market share. But though public
sector is not profit motivated, focusing in satisfying its clients is very important since
customers use to judge service quality and these are reliability, responsiveness,
perceptions of their customers in the service quality. This will help service provider
to figure out whether the current service meets their customer expectation and
satisfies them.
monopolistic services. After all, if you're not happy with your banker or barber, you
can always switch to another bank or barber shop; but if you're unsatisfied with
your fire department, you can't report your burning home to the next city. Still, in a
agencies.
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Foreign Studies
and customer satisfaction factor like speed, Accuracy, Safe, Sauvé and Comfort
satisfaction. The study also revealed that service quality is very important and
consists of action like staff availability, right service at right time, commitment,
quick response, competency, complaint solution, and capability of the staff at bank.
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Sulieman Aymn (2013) of Jordan in his study identified the impact of the
dealing with the housing Bank. The result indicated that there is an impact of the
basic dimensions on the level of customer satisfaction at different level. The study
expectations to ensure the provision of better services. Kumar et al,( 2010) used
critical factors in delivering service quality of banks in Malaysia. In their study, they
offered by the bank. The study recommended that banks need to be more
to overall service quality and overall customer satisfaction with mobile services.
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Police. The paper also reports on a parallel survey of police officers in Strathclyde
to examine how well the force understands its customers’ expectations and how
well its internal processes support the delivery of quality services in the police
force. There is room for improvement in service quality performance both from the
viewpoint of the customer and through police force attention to the definition of,
and compliance with, service quality standards. Agus, et. al (2007), carried out a
practices in the Malaysian Public sector. It is important to note that whereas the
delivery, their models focused only on perceptions of actual service delivery. They
used nine of the ten service dimensions identified by Parasuraman (1985). Their
the views of FLE. It is thus observed that most of the studies to date, have
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Local Studies
There were related local studies that were conducted that measure the level
of satisfaction of clientele.
personnel to help the public and provide prompt service; and the provision of care
the study were evaluated by the respondents to be of good quality. The public are
extent of satisfaction of the clientele. It is also found out that the quality of public
it is seen in the results on the variance of the responses, that the quality of public
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the other hand manifest a low degree of correlation between the quality of public
service and the extent of satisfaction of the clientele. It means that while quality
seen that quality of public service is antecedent and influences to a certain degree
Nolledo (2005) study stated that a customer oriented company serve to its
best the needs and meet all the expectations of their customers. They offered
appropriate strategy. She further said that any plan or strategy no matter how
excellent, will surely fail it not supported by the manpower. A strong human
resource base is a must. Customer will become the company’s lifelong partner
because of the excellent result of the efforts the company placed in delivering good
customer service.
relation with the service quality and customer satisfaction shows that there are
convenience and public relations. Based from the related materials, many studies
measure the loyalty and level of expectation of their client on the services or
products that they offered. Only few studies were conducted on government sector
to assess the level of satisfactions of the public being offered by the agencies.
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Chapter III
RESEARCH METHODS
This chapter provides the research method will be used, the population and
the sample size, the sampling technique, the description of the respondents, the
Research Method
was utilize in this study to gather information on the level of satisfaction of the
clients of PSA Quezon Serbilis Outlet on the copy issuance of civil registry
timeliness. The researcher used this method to described, analyze and interpret
the area in focus of the study which was cited above. It was designed to gather
information about the pre-existing conditions. It also described the nature of the
situation as it is existed at the time of the study and explored the causes of
particular phenomena. The descriptive type method was suitable since it involved
the survey description of facts, condition existing and analysis of data information
gathered.
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Population and Sample Size
Of the average 600 walk-in clients a day of PSA Quezon Serbilis Outlet and
researcher used the Slovin’s Formula. The researcher set the confidence level of
95%.
Slovin’s Formula:
Where:
n = sample respondents
e = margin of error
Applying the Slovin’s Formula, the required number of sample size is 240
Sampling Technique
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The study will use system random sampling technique. Under this method,
of the population. The researcher selected the clients who had the number
multiples of five.
Provincial Statistical Office Serbilis Outlet that can be found in Lucena City. Serbilis
Outlet is the area of PSA that is responsible in the copy issuance of civil registration
In this study, the researcher gathered the data among 240 randomly
selected walk-in clients requesting for the copy issuance of civil registry documents
in the PSA Serbilis Outlet. The researcher also conducted the study among 38
random selected LGUs of Quezon province. LGUs pertains to Local Civil Registry
Offices.
Instrumentation
gathering data. The questionnaire consisted of three parts. The first part of the
the respondents. Likewise, the second part composed of questions on the delivery
of services of PSA Quezon Serbilis Outlet as to efficiency and timeliness. This part
was organized as a standard Likert Scale that ranked the responses of the
of civil registry documents such as certificate of birth, marriage and death. The
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scale was provided in an ascending manner from 1 - 5 with 1 being strongly
disagree response and 5 being strongly agree. Lastly, the third part is a separate
space provided for the recording of responses regarding the recommendations for
In the study, the researcher will present the validated instrument to her
adviser and submitted letter of intent to gather data from the respondents to the
permission from the Provincial Statistics Officer of the Philippine Statistics Authority
provincial office to explain the purpose and administer the questionnaires to the
employees of PSA Quezon. The study conducted in the month of October 2016.
After giving the respondents enough time to answer the questions, the
researcher collected the questionnaires. The result were organized, analyzed and
computed with the use of appropriate statistical measure and finally interpreted.
In the study, the researcher first asked permission from the Provincial
Office. The researcher also secured the approval of the research adviser and the
respondents to conduct the study. The study conducted in the month of October
2016. The researcher personally went to the CRS Serbilis Outlet and personally
explained to the respondents the purpose of the conduct of the study and
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clients who had numbers multiple of 5. After giving the respondents enough time
to answer the questions, the researcher collected the questionnaires. The result
were organized, analyzed and computed with the use of appropriate statistical
This study will use data and information gathered from the selected
1. Percentage Method
formula:
f
P = x 100%
𝑁
Where:
P= percentage
F= number of responses
2. Weighted Mean
below:
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5𝑓1 + 4𝑓2 + 3𝑓3 + 2𝑓4 + 𝑓5
𝑊𝑀 =
𝐹
Where:
WM = Weighted Mean
Fi = Frequency
F = Total Frequency
Where:
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𝑡 = 𝑐𝑜𝑚𝑝𝑢𝑡𝑒𝑑 𝑡 − 𝑣𝑎𝑙𝑢𝑒
𝑋𝑖 = 𝑀𝑒𝑎𝑛
𝑠𝑖 = 𝑠𝑡𝑎𝑛𝑑𝑎𝑟𝑑 𝑑𝑒𝑣𝑖𝑎𝑡𝑖𝑜𝑛
𝑁𝑖 = 𝑁𝑢𝑚𝑏𝑒𝑟 𝑜𝑓 𝑆𝑎𝑚𝑝𝑙𝑒
4. Analysis of Variance
defined as follows:
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