CLIENT SATISFACTION FOR A NATIONAL GOVERNMENT AGENCY IN RELATION TO R.A. 11032 (EASE OF DOING BUSINESS AND EFFICIENT GOVERNMENT SERVICE DELIVERY ACT OF 2018)

Within the competent and effective public service framework which focuses on delivering quality services to citizens, this study evaluated client satisfaction for a national government agency, particularly the Professional Regulation Commission (PRC) Regional Office IV-A in relation to R.A. 11032 (Ease of Doing Business and Efficient Government Service Delivery Act of 2018). The demographic analysis revealed that most respondents are from CALABARZON and within the 21-25 age group, with a predominantly female sample and a majority holding undergraduate degrees belonging to the Business, Education, and Social Work cluster of professions. The primary type of transaction involved records requests with significant challenges related to facility and workplace conditions, environmental conduciveness and employee responsiveness. Despite these challenges, client satisfaction with PRC IV-A services received high ratings, particularly in efficiency and reliability of personnel, and transparency of services, as well as in equity and accountability which reflect fair and consistent service delivery. Statistical analysis revealed no significant differences in perceived challenges based on the demographic profile of the respondents. However, client satisfaction varied significantly by age in aspects of efficiency, competency, equity, and accountability, while reliability and transparency showed no significant differences. The study highlighted the need for improving office facilities, ensuring adherence to health and safety protocols, and enhancing employee responsiveness to address client concerns effectively. Keywords: Client Satisfaction, Government Service Delivery, National Government Agency