High Level of Client Satisfaction on the Business One-Stop Program of a Local Government Unit

Abstract

Satisfaction is the condition or state felt by a person who has experienced a performance(or outcome) that has fulfilled his or her expectation. This study is made to determine the level of client satisfaction on the Business One-Stop Shop (BOSS) Programof the Local Government Unit (LGU) of Island Garden City of Samal (IGACOS).Descriptive-survey method was used and the respondents were the business permit registrants whose business locations and/or residences were located within the three districts of the local government unit of IGACOS, Davao Del Norte, who were able to apply/renew their business permits on the BOSS period last January 2011. The statistical tools being used were Mean, T-test, Anova and Standard Deviation.The results showed that the level of client satisfaction in terms of Physical Set-up, Systems and Procedures, and Frontline Personnel were high while Materials and Equipment was moderate. Further, there were no significant differences on the levels of client satisfaction when the respondents were classified according to type of client and when classified according to district.Keywords: Social Sciences, client satisfaction, business one-stop shop program, descriptive survey, Island City, Philippines, Asia