ONLINE PROCESSING OF PAYMENT: CLIENT RESPONSIVE SERVICE DELIVERY AT THE TREASURY OFFICE PAGSANJAN, LAGUNA

Abstract

This study aimed to assess client-responsive service delivery in terms of timeliness, quality, Efficiency, tangibility, and transparency. The research employed the input process output format of research. Respondents were fifty walk-in clients of the Pagsanjan Treasury Office and fifty from the Cities Treasury Office. They were selected through convenience sampling. A researcher-made questionnaire was utilized to gather the respondents' perceptions on the service delivery of both offices.  Findings revealed that clients of the Pagsanjan Treasury Office rated moderately high on timeliness, low on quality, relatively high on Efficiency, high on tangibility and high on transparency. In addition, clients of the Cities Treasury Office rated very high on all measures of responsive service delivery, such as timeliness, quality, Efficiency, tangibility and transparency. Moreover, significant differences in the assessment of clients of Pagsanjan and the Cities treasury office were also found. Finally, it was revealed that Cities Treasury Office is better than Pagsanjan Treasury Office in terms of timeliness, quality and Efficiency. The main challenge encountered at Pagsanjan Treasury Office is the slow transactions, while in Cities Treasury Office, it needs to be more detailed step-by-step procedures for doing transactions. It was concluded that Cities Treasury Office has a better client-responsive service delivery than the Pagsanjan Treasury Office in terms of timeliness, quality and Efficiency.