2025 IJRSE – Volume 14 Issue 10
Available Online: 20 May 2025
Author/s:
Lopez, Regene M.*
Nueva Vizcaya State University, Philippines (regenemejialopez@gmail.com)
Ordoñez, Arcadia Alice T.
Nueva Vizcaya State University, Philippines (arcadiaalice1965@gmail.com)
Abstract:
This study evaluated the level of client satisfaction with the services rendered by the Business Permit and Licensing Office (BPLO) in a first-class municipality in Nueva Vizcaya, with particular emphasis on its adherence to Republic Act 11032, otherwise known as the Ease of Doing Business and Efficient Government Service Delivery Act of 2018. The investigation centered on four key areas of compliance: accountability, regulation and implementation, functionality, and technical aspects. These dimensions were analyzed in relation to their influence on client satisfaction, with additional considerations drawn from the Citizen’s Charter provisions, access to government services, report card survey mechanisms, and the observance of the zero-contact policy. Data were gathered from 199 registered business owners through a structured survey instrument. Findings revealed a high level of compliance, especially in the domains of regulatory implementation and institutional accountability. However, the study also underscored the need to enhance employee work engagement to further optimize public service delivery. Client satisfaction was generally high, particularly with regard to streamlined procedures and ease of access to services. A statistically significant positive correlation (r = 0.5775, p = 0.000) was found between compliance with RA 11032 and client satisfaction, indicating that effective implementation of the law contributes to improved service quality. Based on the results, the study recommends intensifying the use of digital platforms, further simplifying licensing procedures, and implementing strategies to boost employee motivation and engagement—critical steps toward achieving a more efficient, citizen-centered governance framework.
Keywords: client satisfaction, ease of doing business, local government unit, public service delivery, RA 11032
DOI: https://doi.org/10.5861/ijrse.2025.25124
Cite this article:
Lopez, R. M., & Ordoñez, A. A. T. (2025). Client satisfaction on Republic Act 11032 compliance of the business permit and licensing office of a first-class municipality in Nueva Vizcaya: Insights for local government administration. International Journal of Research Studies in Education, 14(10), 17-29. https://doi.org/10.5861/ijrse.2025.25124
* Corresponding Author