International Journal For Multidisciplinary Research

E-ISSN: 2582-2160   •   Impact Factor: 9.24

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Volume 8 Issue 4
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Service Quality Satisfaction of Clientele's Online Transactions at the Social Security System

Author(s) Ms. ALISSA MARIE FRANCO ESBIETO
Country Philippines
Abstract The study used a descriptive–correlational–comparative research design aimed to assess the service quality and user satisfaction of the Social Security System e-government services 100 active users of the Social Security System website and mobile application. It focused on four key dimensions: reliability, efficiency, citizen support, and trust. The results showed that the level of service quality satisfaction for both the Social Security System website and mobile application was rated “Extremely Satisfied” across all key dimensions. The findings show that the Social Security System consistently delivers high-quality electronic government services, leading to positive user perceptions. Although the statistical analysis revealed no significant difference or relationship between the Social Security System website and mobile application, continuous organizational and policy improvements can further enhance service quality and user satisfaction. This indicates that the system meets user expectations; however, improvements to the Social Security System website and mobile application should be addressed separately by considering their unique strengths and user experiences to ensure efficient and satisfactory e-government services.
Keywords service quality, clienteles’ online transactions, users’ satisfaction, Social Security System, e-government services.
Field Computer > Electronics
Published In Volume 8, Issue 4, July-August 2026
Published On 2026-07-09
DOI https://doi.org/10.36948/ijfmr.2026.v08i04.83171
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CrossRef DOI prefix of IJFMR is 10.36948/ijfmr

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