World Education Connect Multidisciplinary e-Publication, Vol. VI, Issue IX (September 2026), pp.183-188
MARICAR B. BUTALID
Abstract
This study assessed service delivery performance and client satisfaction at the Land Transportation Office Masbate District Office and used the findings to formulate a Service Delivery Enhancement Plan. A descriptive quantitative design was employed. Using systematic time-location sampling, 384 clients who had completed or substantially experienced an eligible transaction answered an expert-validated and pilot-tested questionnaire based on the Harmonized Client Satisfaction Measurement framework. Frequency, percentage, weighted mean, composite mean, and rank were used. Overall service delivery was rated High, with a composite mean of 3.95. Integrity ranked first at 4.24, followed by costs at 4.13 and assurance at 4.08, while access and facilities ranked last at 3.62. Overall client satisfaction was Satisfied at 3.85. Personnel assistance and transaction outcome received the strongest satisfaction ratings, whereas time required and the service environment received the lowest. Service-related concerns occurred Sometimes overall at 2.62. Long or uncertain waiting time ranked first at 3.42 and was experienced Often; system interruptions and limited seating and ventilation followed. Fixer solicitation ranked last at 1.42 and was interpreted as Never. The findings show that clients generally valued personnel integrity, transparent costs, competence, and accurate outcomes, but experienced operational constraints involving waiting, systems, facilities, progress communication, and repeat visits. The proposed plan therefore prioritizes queue management, system continuity, assisted digital service, facility improvement, transaction-status updates, and first-time completion while maintaining integrity and cost safeguards.
Keywords
client satisfaction, service delivery, Land Transportation Office, public service, Masbate, service enhancement
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