PhilHealth’s Payment System: Implementation and Service Delivery Satisfaction in Lhio Carcar, Cebu

Gisell Parpan; Shaira Pacheco; Hershey Maquilan; Ana Marie Sabuero

doi:10.36948/ijfmr.2026.v08i04.85745

PhilHealth’s Payment System: Implementation and Service Delivery Satisfaction in Lhio Carcar, Cebu

Author(s)	Gisell Parpan, Shaira Pacheco, Hershey Maquilan, Ana Marie Sabuero
Country	Philippines
Abstract	This study assessed the implementation of the PhilHealth Online Payment System and its contribution to service delivery satisfaction among employers served by the Local Health Insurance Office (LHIO) Carcar, Cebu during Calendar Year 2025. Guided by the Unified Theory of Acceptance and Use of Technology (UTAUT) and Executive Order No. 170, the study examined the system’s effectiveness in supporting efficient, secure, and accessible public service delivery. A descriptive survey research design was employed involving 100 PhilHealth Employer Engagement Representatives (PEERs) from government and private establishments within the coverage area of LHIO Carcar, Cebu. Data were gathered through a structured questionnaire and analyzed using frequency counts, percentages, and weighted means. Findings revealed that respondents frequently utilized the system for employee record management, generation of Statements of Premium Accounts (SPA), and payment posting transactions. Respondents were very satisfied with the system’s efficiency (WM = 4.16), navigation and security (WM = 4.07), and system support (WM = 4.08). The system was perceived as effective in facilitating accurate, convenient, and timely premium contribution transactions, thereby enhancing employer compliance and administrative efficiency. Despite the favorable assessment, respondents identified concerns related to login and OTP verification, unposted remittances, SPA cancellation, password reset procedures, and delays in updating records. The study concluded that the PhilHealth Online Payment System is an effective digital platform that enhances service delivery satisfaction through improved efficiency, accessibility, security, and convenience. An Enhanced Action Plan was developed to strengthen system stability, improve technical support responsiveness, and further enhance digital service delivery.
Keywords	PhilHealth Online Payment System, Service Delivery Satisfaction, Digital Governance, Public Administration, Electronic Premium Remittance System (EPRS), UTAUT, Digital Transformation, Employer Compliance
Field	Sociology > Health
Published In	Volume 8, Issue 4, July-August 2026
Published On	2026-08-16
DOI	https://doi.org/10.36948/ijfmr.2026.v08i04.85745

View / Download PDF File

About IJFMR Fees & Payment Current Issue Publication Archive	Submit Research Paper Track Submission Status Publication Guidelines Publication Ethics Peer Review & Plagiarism	Join as a Reviewer Editors & Reviewers Reviewer Referral Program Get Reviewer Membership Certi.	Website/Journal Policies Usage Policy Content Policies Privacy Policy

Contact Us		+91-9687-828-838	editor@ijfmr.com

International Journal For Multidisciplinary Research

A Widely Indexed Open Access Peer Reviewed Multidisciplinary Bi-monthly Scholarly International Journal

PhilHealth’s Payment System: Implementation and Service Delivery Satisfaction in Lhio Carcar, Cebu

Share this