Citizen’s Charter Implementation and Client Satisfaction in the Service Delivery of the Abra Civil Registration System (CRs)

Abstract

The Citizen's Charter, mandated under Republic Act No. 11032 or the Ease of Doing Business and Efficient Government Service Delivery Act of 2018, serves as a key governance mechanism for promoting transparency, accountability, and efficiency in public service delivery. Despite its mandatory implementation across government agencies, empirical evidence on its influence on client satisfaction remains limited, particularly in provincial frontline service offices. This study assessed the implementation of the Citizen's Charter and examined its influence on client satisfaction at the Philippine Statistics Authority (PSA) Abra Civil Registration System (CRS). A quantitative descriptive-correlational research design utilizing a cross-sectional survey was employed. The respondents comprised 12 CRS personnel selected through total enumeration and 288 clients selected using convenience sampling. Data were collected using researcher-developed and validated questionnaires with a Cronbach's alpha coefficient of 0.897. Descriptive statistics and multiple linear regression analysis were used to analyze the data. Results revealed that the implementation of the Citizen's Charter was Implemented, with an overall weighted mean of 4.08, indicating satisfactory compliance with the provisions of Republic Act No. 11032. Client satisfaction was rated High, with an overall weighted mean of 4.22, reflecting positive perceptions of service quality across the SERVQUAL dimensions. Regression analysis further revealed a statistically significant relationship between Citizen's Charter implementation and client satisfaction (F = 151.602, p < .001), with an R² of 0.725, indicating that 72.5% of the variation in client satisfaction was explained by the implementation of the Citizen's Charter. The findings demonstrate that effective implementation of the Citizen's Charter significantly enhances client satisfaction by improving transparency, accessibility of service information, and employee competence. The study concludes that strengthening employee capability, enhancing information dissemination, and institutionalizing continuous service improvement initiatives are essential to sustaining citizen-centered governance and improving the quality of public service delivery in the PSA Abra Civil Registration System.