LEVEL OF CUSTOMER SATISFACTION OF SOCIAL SECURITY MEMBERS ON THE SERVICES OF SOCIAL SECURITY SYSTEM SAN PABLO BRANCH

Joan R. Ilan () and Arthur B. Almario
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Joan R. Ilan: Pamantasan ng Lungsod ng San Pablo
Arthur B. Almario: Pamantasan ng Lungsod ng San Pablo

Social Values & Society (SVS), 2023, vol. 5, issue 2, 37-45

Abstract: The objective of this research endeavor is to assess the level of satisfaction that Social Security Services in San Pablo has among its members. This study employed both quantitative and qualitative research designs. To determine the level of satisfaction of SSS members, quantitative inferential research was utilized, which not only permitted responses to pre-formulated queries but also encouraged respondents to candidly recount their personal experiences. The proposed methodology will be executed by administering a questionnaire survey to members of the SSS, utilizing a convenience sampling approach. The first section comprises the demographic profile of the participants. The subsequent section employs a Likert scale to evaluate the respondents’ comprehensive experience with SSS services, including promptness, convenience, reliability, meaningful service, and related aspects. The data result presents the frequency and percentage of SSS members belonging to each age category. In addition, the majority of study participants fall within the age range of 31 to 40 years. Regarding gender, the majority of respondents are female SSS members. Regarding coverage status, the majority of participants are SSS members by employment. The majority of members express contentment with regards to the significance and dependability of the service. However, the least content with regard to convenience and timeliness. Limited research has been conducted on the manner in which SSS members perceive and satisfy their customers. This study acknowledges certain implications that may extend to encompass additional branches and services of SSS. Due to the paucity of research examining the degree of consumer satisfaction among SSS members.

Keywords: Service quality; customer satisfaction; promptness; convenience; and dependability (search for similar items in EconPapers)
Date: 2023
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Persistent link: https://EconPapers.repec.org/RePEc:zib:zbnsvs:v:5:y:2023:i:2:p:37-45

DOI: 10.26480/svs.02.2023.37.45

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