Impact of Social Security System Online Services

ABSTRACT: This study explored the experiences of SSS members to assess their satisfaction with online services and evaluate the impact of these services on areas such as ease of use, accessibility, cost and time efficiency, system reliability, data security, and transparency. Using an explanatory sequential mixed-method research design, the study combined quantitative and qualitative approaches. The quantitative phase included 200 employed, self-employed, and voluntary members, while the qualitative phase involved eight users from different cities under the jurisdiction of the SSS Sagay branch. The results of the quantitative phase showed that most participants were female, aged 25-34, with the majority being employed members who had been part of SSS for 25 years or more. The results revealed that member satisfaction significantly improved across all variables. Following the implementation of platform enhancements, the mean satisfaction score rose from 4.53 to 4.78. This indicates significant progress in resolving user concerns and improving the delivery of digital services, as evidenced by the 5.52% increase in overall satisfaction. The qualitative phase identified three key themes: 1) Convenience and Efficacy of Online Services, which covered ease of access, speed, accuracy, and security; 2) Digital Transformation and User Experience, highlighting system reliability, real-time notifications, and areas for improvement; and 3) Impact of SSS Online Services on User Experience, focusing on time efficiency, system reliability, challenges, and suggestions for future enhancements. This study’s findings provide valuable insights for SSS management, branch heads, employees, and policymakers. By understanding the strengths and weaknesses of the online services, strategies can be developed putting premiums on a more location-customized access to improve user satisfaction, security, and overall user experience, ultimately enhancing the SSS platform for all members. Keywords: e-Services, digital services, explanatory sequential mixed method, impact study, social security system service