SERVICE DELIVERY, AND MEMBERS' TRUST AND CONFIDENCE IN SOCIAL SECURITY SYSTEM SANTA ROSA BRANCH

The Social Security System (SSS) is a crucial element of social security in the Philippines, where maintaining high standards of service delivery and effective public administration skills is essential for ensuring member trust, confidence, and satisfaction. To explore this, a study was conducted on the SSS Santa Rosa Branch, focusing on the relationship between public administration skills, service delivery, and members' trust and confidence. Utilizing a quantitative research design with a descriptive-correlational approach, the study surveyed heads, employees, and clients. The results demonstrated a significant positive correlation between the level of public administration skills and members’ trust and confidence, rejecting the null hypothesis. Similarly, the study found that improved service delivery also positively influenced members’ trust and confidence. These findings underscore that higher public administration skills and better service delivery contribute to greater member trust and satisfaction. In light of these results, an action plan was developed to enhance both public administration skills and service delivery at the SSS Santa Rosa Branch, aiming to further improve member trust and confidence in the system. This proactive approach is intended to address identified gaps and support continuous improvement in service quality and member satisfaction.