An Analytical Validation of the National Statistics Authority Consumer Satisfaction Survey Towards Improving Public Service Assessment Construct

Santos, Rosita G. (2021) An Analytical Validation of the National Statistics Authority Consumer Satisfaction Survey Towards Improving Public Service Assessment Construct. In: I3CAC 2021, 7-8 June 2021, Bharath University, Chennai, India.

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Abstract

Consumer satisfaction research has risen in the private sector. Public sector agencies have also adopted consumer satisfaction feedback on consumer needs, values and satisfaction. The National Statistics Authority’s documents registry program has equally adopted consumer surveys to determine consumer satisfaction index that guides its operations.Through a qualitative descriptive, the study validated NSA’s consumer survey by analyzing survey results and validating these through ocular observation and walk-on interviews in three outlets. The study confirmed the satisfactory consumer index, but took cognizance of the NSA survey use of the single variable of queuing time improvement in methodical steps to deliver services.Proposal to improve the survey construct through more variables (technical, social, physical) was suggested for determining total consumer satisfaction. Full computerization was recommended for automation was registry services that reach out to Filipinos abroad and far-flung places in the archipelago.

Item Type: Conference or Workshop Item (Paper)
Uncontrolled Keywords: consumer satisfaction; consumer satisfaction index; index variables; full-computerization; ocular observation; registry documents; queuing improvement; walk-on interviews
Subjects: Q Science > QA Mathematics > QA75 Electronic computers. Computer science
QA75 Electronic computers. Computer science
Depositing User: EAI Editor IV
Date Deposited: 11 Jun 2021 08:07
Last Modified: 11 Jun 2021 08:07
URI: https://eprints.eudl.eu/id/eprint/3946

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