ASSESSMENT ON THE QUALITY OF SERVICE OF DFA REGIONAL CONSULAR OFFICE SAN PABLO RELATIVE TO ITS CITIZEN’S CHARTER

Abstract

The Department of Foreign Affairs opened its five additional Regional Consular Offices in 2018 including RCO San Pablo. The new Consular Offices would help provide additional slots for passport applications in Southern Luzon and help decongest the Department of Foreign Affairs’ existing offices in Metro Manila.

Service quality and customer satisfaction are important concepts to every government agency.  The study was conducted to assess the compliance of the Department of Foreign Affairs Regional Consular Office – San Pablo to its citizens charter thru the perception and level of satisfaction of the passport applicants in from the quality of the services delivered by the said office in 2023. Primarily, it has three passport services which are passport processing, passport encoding and passport releasing.

The study used a descriptive quantitative approach which generated a total of 153 random passport applicants as respondents. After determining the level of satisfaction thru promptness of service, courteousness of the employees, accuracy and efficiency of public workers and quality of the facilities and area, the study found out that the DFA Regional Consular Office – San Pablo is in compliance with its citizen’s charter as reflected by a high rate of satisfaction level as reflected from the passport applicants.