World Education Connect Multidisciplinary e-Publication, Vol. VI, Issue VIII (August 2026), pp.252-260
Author
Ma. Veronica D. Dionisio
Registration Officer II/ Tarlac Provincial Statistical Office
ABSTRACT
The implementation of the National Identification (NID) System is an important initiative of the government that aims to provide Filipinos with a secure and reliable proof of identity while improving access to public and private services. This study evaluated service delivery and client satisfaction in the implementation of the NID System in Tarlac City. It specifically evaluated service delivery indicators, namely: tangibles, reliability, responsiveness, assurance, and empathy; described the awareness, visibility, and used (helpfulness) of the Citizen’s Charter; determined the level of client satisfaction; identified challenges encountered by clients; and determined the relationship between service delivery and client satisfaction. The study utilized quantitative descriptive-correlational research design which involved 384 NID registrants who were availed of services in 2025. Using an adapted survey questionnaire based on the SERVQUAL Model and the Philippine Statistics Authority Client Satisfaction Measurement framework, data were gathered. Findings revealed that service delivery obtained a grand mean of 3.83, interpreted as Very Satisfactory, while client satisfaction obtained a grand mean of 3. 71, also interpreted as Very Satisfactory. Major challenges encountered by clients included long waiting time for printing of National ID cards, long waiting times during transactions, technical issues, and limited personnel. With a Pearson correlation coefficient of r = 0.784 and p < 0.001, the study showed a positive strong relationship between service delivery and client satisfaction. Thus, this study concludes that service efficiency improvement, responsiveness, staffing, technology, communication, and Citizen’s Charter implementation can further enhance client satisfaction and contribute to more citizen-centered public service delivery.
Keywords: National ID, service delivery, client satisfaction, SERVQUAL, Citizen’s Charter, public administration, Tarlac
DOI https://zenodo.org/records/22158074
The World Education Connect Multidisciplinary e-Publication is a reputable, refereed, and peer-reviewed international journal. It is dedicated to fostering academic excellence and promoting interdisciplinary research across diverse fields. The journal covers a wide range of topics, including education, psychology, science, technology, social sciences, humanities, and more, providing a platform for scholars and researchers to share their knowledge and insights.
In addition, the publication places a special emphasis on the promotion and development of the Filipino language, contributing to its growth and recognition in the global academic community.
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