Service Quality and Assesment of Customer Satisfaction of the Social Security System (SSS)

Abstract

• This study evaluates the service quality and customer satisfaction of members at the Social Security System (SSS) Abra Branch, using the SERVQUAL framework as a measure of service quality.
• The research investigates the influence of internal service quality determinants—including human resource-related factors, technology and systems, policy and procedural factors, and management practices—on customer satisfaction.
• A quantitative descriptive-correlational research design was used, with a structured survey administered to SSS members who recently completed in-person transactions at the Abra branch.Data were analyzed using weighted mean scores to assess satisfaction levels across the five SERVQUAL dimensions: tangibility, reliability, responsiveness, assurance, and empathy. Regression analysis was also employed to determine the influence of internal service quality determinants on customer satisfaction.
• The results indicated that members were generally satisfied with the SSS’s service quality, with the highest satisfaction reported in the dimensions of tangibility and reliability, reflecting the positive perceptions of the physical environment and the reliability of service delivery. However, the regression analysis revealed no statistically significant influence of internal service quality factors on customer satisfaction, suggesting that broader systemic factors, such as infrastructure limitations and member expectations, played a more significant role in shaping satisfaction levels. The study highlights the importance of improving service responsiveness, reducing waiting times, enhancing system reliability, and offering more personalized services, particularly for vulnerable groups.
• An action plan for service quality improvement is proposed, focusing on process optimization, digital system enhancement, workforce development, and client-centered service strategies. This study provides valuable insights for improving public service delivery at the SSS and offers a framework for enhancing member satisfaction, ultimately contributing to the agency’s mission of providing meaningful social security protection.