Research Article
An Analytical Validation of the National Statistics Authority Consumer Satisfaction Survey Towards Improving Public Service Assessment Construct
@INPROCEEDINGS{10.4108/eai.7-6-2021.2308577, author={Rosita G. Santos}, title={An Analytical Validation of the National Statistics Authority Consumer Satisfaction Survey Towards Improving Public Service Assessment Construct}, proceedings={Proceedings of the First International Conference on Computing, Communication and Control System, I3CAC 2021, 7-8 June 2021, Bharath University, Chennai, India}, publisher={EAI}, proceedings_a={I3CAC}, year={2021}, month={6}, keywords={consumer satisfaction; consumer satisfaction index; index variables; full-computerization; ocular observation; registry documents; queuing improvement; walk-on interviews}, doi={10.4108/eai.7-6-2021.2308577} }- Rosita G. Santos
Year: 2021
An Analytical Validation of the National Statistics Authority Consumer Satisfaction Survey Towards Improving Public Service Assessment Construct
I3CAC
EAI
DOI: 10.4108/eai.7-6-2021.2308577
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.
