Client Service Satisfaction and Challenges Faced by the Seal of Good Local Governance Awardees
Omaimie M. Barangai | Omerah M. Barangai
Discipline: social sciences (non-specific)
Abstract:
This study assessed the level of implementation of the Seal of Good Local Governance (SGLG), the
challenges encountered, and client satisfaction in the municipalities of Taraka and Madamba, Lanao del Sur,
in 2019. A descriptive-correlational design was employed, involving 220 respondents. The Municipality of
Taraka, an SGLG awardee, received a rating of "Qualified" with a mean score of 91.96. At the same time,
Madamba, a non-awardee, was rated "Reconsidered/Not Qualified" with a mean score of 57.76 across seven
SGLG criteria. The challenges encountered were rated "Moderate" with a mean score of 1.76, while client
satisfaction was rated "Satisfied" with a mean value of 3.39. The most common challenges included
monitoring public officials, resolving issues through dialogue and socioeconomic conditions, and promoting
equal opportunities. Significant relationships were found between the SGLG implementation level, the
challenges encountered, and client satisfaction. These findings suggest that client satisfaction and challenges
significantly influence SGLG implementation.
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