The Influence of Service Quality on Customer Satisfaction in Social Security System Offices of Caraga Region, Philippines

DOI

10.2991/978-94-6463-845-5_111How to use a DOI?

Keywords

Customer Satisfaction; Service Quality; ISO 9001; RA 11032; Public Service Efficiency

Abstract

Covering 40 million members nationwide numerous people visit SSS offices availing the 7 types of benefits. Some were already in the waiting area for an hour or two before the official business hours of the government offices commenced. The study crafted provisions in the SSS Caraga Region Customer Relations Manual to enhance customer relations, assess the level of satisfaction, abide by RA No. 11032, or the Ease of Doing Business Act, and be in line with Executive Order No. 605 wherein all GOCCs were directed to adopt ISO 9001:2000 Quality Management Systems with 295 participants answered a structured questionnaire determined through a systematic sampling method. The study covered nine service quality dimensions— availability, accessibility, capacity, assurance, responsiveness, reliability, empathy, tangibility, and service recovery. Results showed a positive statement about service quality. Pearson's correlation analysis found a strong positive relationship between quality of services and customer satisfaction, meaning that higher levels of service quality significantly contribute to increased customer satisfaction. This relationship is statistically significant and not due to chance, underscoring the necessity for continuous service enhancements. Regression analysis demonstrated that quality of services significantly influenced customer satisfaction, indicating that improving service quality, particularly dimensions like reliability and responsiveness, can substantially enhance customer satisfaction. Findings guided by crafting provisions in the customer relations manual could lead to improved service quality and customer satisfaction.

Copyright

© 2025 The Author(s)

Open Access

Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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TY  - CONF
AU  - Welmar F. Castro
AU  - Rosario B. Heria
AU  - Alvic A. Arnado
PY  - 2025
DA  - 2025/09/16
TI  - The Influence of Service Quality on Customer Satisfaction in Social Security System Offices of Caraga Region, Philippines
BT  - Proceedings of the 2025 6th International Conference on Management Science and Engineering Management (ICMSEM 2025)
PB  - Atlantis Press
SP  - 1136
EP  - 1145
SN  - 2667-1271
UR  - https://doi.org/10.2991/978-94-6463-845-5_111
DO  - 10.2991/978-94-6463-845-5_111
ID  - Castro2025
ER  -