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Citizen Satisfaction Index (CSI) on Health, Education and Social Welfare Services
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 Asian Journal of Multidisciplinary Studies
Vol. 3, No. 1, (2020)
ISSN 2651-6691 (Print)
ISSN 2651-6705 (Online)

Citizen Satisfaction Index (CSI) on Health, Education and

Social Welfare Services of a Small Town in the Philippines
Bernadette G. Gumba
Partido State University
Goa, Camarines Sur,

Abstract - Customer satisfaction surveying has been steadily gaining ground in the area of
governance because it proved to be an important method of collecting data for governance evaluation
and local policy analysis. This study: (a) assessed citizen satisfaction along health, education and social
welfare programs of a local government in a small town in the Philippines; and (b) analyzed the results
based on current literatures on public administration. Quantitative and qualitative data were gathered
through face-to-face interview with randomly selected residents using multi-stage probability sampling.
The data was analyzed using a tool called Citizen Satisfaction Index (CSI). The key results were
anchored on awareness, availment, satisfaction and need for action. Among the 3 programs, the
highest on ‘satisfaction’ was education while the highest on ‘need for action’ was social welfare. For
each program, the action grid was continued emphasis which suggested that the quality of service
delivery of the program may be good but there was still need to take action on specific aspects. Based on
existing literatures, it may be recommended that efforts of DILG which are directed toward assessing citizen
satisfaction should render due consideration on the following important aspects: (a) differences in
profile and characteristics of citizens selected to assess public services; (b) differences in citizen’s
expectations; and (c) differences in nature and characteristics of the services being assessed.

Keywords – Citizen Satisfaction Index, education, health, local governance, social welfare

INTRODUCTION pleasurable service experience and turning the

Citizen surveys started mainly in local traditional bureaucratic state into a service
government [1] – [3] and were used as tools to delivery machine [6] – [7]. Sample surveys of
help governments deliver better services. Its citizens provide a potentially important method
widespread introduction was meant to capture of collecting data for local policy analysis.
what citizens want [4]. It sprung from the Several publications have recommended that
theory that citizens were like customers of a local government must conduct citizen surveys
profit enterprise which was reflected in the to aid in evaluating public services [4].
rise of numerous specific tools to help As the intended recipients and end-
government units in delivering better services, users of public services, citizens are deemed in
and to assist citizens and clients in making sure a better position to determine whether or not
they are treated well [5]. local government services are delivered
Citizen satisfaction surveying has according to their needs and to the extent that
been steadily gaining ground in the area of they fulfill daily and long-term human
governance. Administrative reform in the development requirements. Getting their
1980s and 1990s introduced the idea of sentiments and insights based on their own
treating citizens as clients and making public perception and evaluation as consumers of
services more client oriented [4]. This meant local public services is a logical method of
separating the process of service delivery from shaping what local governments need to do,
the outcome, and trying to deliver the client a without neglect of statutory requirements [8].

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As local governance is a vast domain in terms with randomly selected citizen-respondents of

of conceptual breadth, this study focused on the target villages.
three major programs – health, education, and
social welfare. The Citizen Satisfaction Index Sampling Procedures
(CSI) was developed by the Department of the The research utilized multi-stage
Interior and Local Government (DILG) as a probability sampling in selecting the 150
tool to draw in information in gauging citizen residents, the sample size with an error margin
satisfaction that can be used by local of +-8% at 95% confidence level. The
government units (LGUs) for agenda-setting procedure warranted that a cross-section of
and planning for economic and human citizens was included in the sample. It ensured
development. It was part of an effort toward that every citizen, 18 years old and above, male
widening the space for participation in local or female, who have lived at least 6 months in
governance and ultimately pave ways to the the municipality, was given equal chance to be
development of a more transparent, selected as participant with no preference for
accountable and highly performing local any particular socio-demographic characteristic,
government. A Local Resource Institute (LRI), political/ideological orientation or religious
of which the author is a member, was belief. Villages with larger population had
contracted by the DILG as partner in running more spots and respondents in the sample.
the entire research project. The latest available data on population and
housing [9] was the basis for allocating the
OBJECTIVES OF THE STUDY spots among the barangays according to
This study aimed to: (1) examine the population share.
socio-demographic profile of the respondents;
(2) assess citizen satisfaction along health, Data Collection Data Analysis
education and social welfare programs of a local The research instrument was formulated
government in a small town in the Philippines; in English and Tagalog, covering the 3 major
and (3) analyze the results based on current programs – health services, support to education,
literatures on public administration. The and social welfare services. Each interview
citizen’s perception was determined through lasted for 60-90 minutes and covered the 3
four core concepts – awareness, availment, programs, and all the service indicators under
satisfaction, and need for action – which have each. Citizen-respondents were asked if they
logical and chronological relationship with were aware of each indicator, if they availed, if
each other. Awareness was determined first, as they were satisfied, and if the LGU needed to
basis to ask about availment. Availment was take further action.
established first as basis to assess satisfaction, Percentage scores were computed to
and as preliminary information before the need compare and contrast the 4 core concepts,
for action can be identified. The citizen’s between and among the different programs and
assessment of a particular service may logically service indicators. The percentage of citizens
define the need for action. These four concepts who were aware of services was based on the
were the core bases used to assess how well total sample of 150, availment was based on the
LGU services were received and perceived by number of citizens who were aware, while
t h e ci t i zen s . T he socio-demographic profile satisfaction and need for action were based on
provided background about the citizens involved the number of citizens who availed of the
in the study. services. Percentage scores were converted to
adjectival rating as high or low, depending on a
MATERIALS AND METHOD cutoff score based on the formula 0.50 +
The study gathered both quantitative and [0.98/(√n)], where n refers to the base
qualitative data through face-to-face interview population.

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Figure 1. CSI action grid [8] Next was the application of the action
High satisfaction grid, as illustrated in Figure 1. It classified the
programs and service areas into four groups
2 Exceeded 1 Continued based on citizens’ adjectival ratings on
expectations emphasis satisfaction and need for action. Depending on
Low High whether the adjectival ratings were high or low,
need need each quadrant represents different areas for
for 4 for
3 Secondary Opportunities prioritization that local authorities and other
action action stakeholders can assign to a program and/or
priority for
improvement specific service indicators.

Low satisfaction RESULTS AND DISCUSSION

Table 1. Socio-demograhic profile of respondents

Indicators F % Indicators F %
n=150 n=150
Relationship with HH head Age group
Household head 69 46 18-24 15 10
Spouse/ partner 42 28 25-29 15 10
Son / daughter 20 13 30-34 17 11
Father/ mother 10 7 35-39 16 11
Brother/ sister 4 3 40-44 12 8
Son-in-law/daughter-in-law 2 1 45-54 29 19
Other relatives 2 13 55-64 27 28
Civil status 65-74 9 6
Single 30 20 75-above 9 6
Married 85 57 Educational attainment
Widow/er 13 9 Elementary undergraduate 17 11
Separated/annulled 2 1 Elementary graduate 41 27
Common law/live in 19 13 High school undergraduate 33 22
Employment status High school graduate 21 14
Working at least 40 hours/week 54 36 College undergraduate 21 14
Working < 40 hours/week 27 18 College graduate 10 7
No job, looking for work, have worked 17 11 Master’s undergraduate 1 1
in the past Master’s graduate 1 1
No job, looking for work, have not 7 5 Vocational 3 2
worked in the past Never been to school 1 1
No job, not looking for work, have not 4 3
worked in the past
No job, not looking for work, have 21 14
worked in the past
Student (not working) 8 5
Retired ( not working)/too old 11 7
were f am ily head while 28% were spouse or
Socio-demographic Profile of Respondents partner. There was equal distribution of male
Of the total respondents, 111 or 74% and female respondents as this was ensured in
were in charge of the household, 46% of whom the design. More than half or 57% were

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married, 37% were in the age range of 45-64 were hired within the province, with 62% on
years, and 49% either graduated elementary or duty within the village. This is consistent with
reached high school. Probably because of their the result that 91% wanted to stay in their
age or big responsibility as family head, 91% current abode. Being engaged at least 40 hours
stopped schooling, and 54% were employed. per week may demonstrate that respondents
The sole respondent who had never been to maximized their time on productive endeavors
school was an elderly who was unable to avail of or that one job may not be enough. The
free public education at the present time. Of the relatively low level of education may suggest
81 employed, 67% were working at least 40 lesser chance of job promotion or gainful
hours weekly, mostly clustered as laborer or employment. Working within the province may
unskilled worker 22%, and farming, forestry be inexpensive, time saving and easy transfer to
and fishery 21%. Of this 81, majority or 94% and from work.
Table 2. Awareness, availment, satisfaction and recommendations for action
by respondents on service indicators of the health program
Awareness Availment Satisfaction Need for
Service indicators of health program action
Yes % Yes % Yes % Yes %
Vaccination for infants/children 138 92 80 58 76 95 34 42
Pre-natal/post-natal/child birth services 129 86 55 43 53 96 23 42
Free general consultations/access to secondary 127 85 80 63 74 92 29 36
and/or tertiary health care
Free basic medicine or low-cost medicine 132 88 86 65 68 79 40 47
program
Prevention and management of communicable 93 62 36 39 35 97 12 33
and non- communicable diseases
Basic dental/oral hygiene 94 63 42 45 41 98 16 38
Family planning/reproductive health 113 79 46 39 44 96 18 39

Health Program 60% did not avail of family planning and

In terms of awareness of health reproductive health. Those who availed were
programs, there was big number of citizen- generally satisfied, at 93%. Highest percentage
respondents who were aware. The greatest of satisfaction was on family planning and
percentage was aware of vaccination 91%, free reproductive health, and basic dental or oral
basic medicine or low-cost medicine 87%, and hygiene, both at 98%.
pre-natal and post-natal child birth services Reasons for satisfaction on health
85%. The greatest percentage were unaware of services were that services were good, the
basic dental and oral hygiene 62%, and program benefited the citizens, helped them
prevention and management of communicable maintain good health, medical checkup and
and non-communicable diseases 61%. medicine were free. Reasons for non-satisfaction
Among those aware, 52% availed of were that citizens had to pay for half of the cost of
health services, of which 65% availed of free medicine, there were fees to be paid, there was
basic medicine or low-cost medicine, 63% of lack of medicine, some medicines were not
free general consultations/ access to secondary effective, services were available only during
and tertiary health care, 57% did not avail of elections. Reasons for availment were as
pre-natal, post-natal, child birth services, while follows: so that children will be protected from
illness, to complete vaccination for the kids, the

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program had benefits, it was for our family’s of communicable diseases. But for those who
benefits. The most common reason for non- availed of said services, level of satisfaction was
availment was that children were grown up high. 48% articulated that there was a need to
already, while other reasons were there was no improve services in line with basic and oral
medicine available, vaccine had to be paid, hygiene and 33% expressed the need for action
sometimes the schedule of medical consultation in preventing and managing both communicable
was not followed. and non-communicable diseases.
Even if 92% of the citizen-respondents Although 88% were aware of free basic
were highly aware of services on vaccination medicine or low-cost medicine and 65% availed,
for infants/children, only 58% availed of the it should be noted that compared to other
service. Nonetheless for those who availed, 95% services offered along health, there were 21%
were highly satisfied and 43% claimed that who expressed dissatisfaction of the quality of
there was still need for action to improve the service. Consequently, 47% claimed that this
quality of service. Additionally, 62% were free basic medicine or low-cost medicine
unaware of the basic dental and oral hygiene program requires specific actions for
services and 61% were unaware of prevention improvement. Under the health program in
and management of communicable and non- general, 57% of respondents expressed that
communicable diseases. This result should be there was no need for action.
noted because the situation may lead to the spread

Table 3. Action grid on service indicators of the health program

Satisfaction Need for action
Service indicators of health program % Adjectival % Adjectival Action grid
rating rating
Vaccination for infants/children 95 High 42 Low Exceeded
expectation
Pre-natal/pot-natal/child birth services 96 High 42 Low Exceeded
expectation
Free general consultations/access to secondary and/ 92 High 36 Low Exceeded
or tertiary health care expectation
Free basic medicine or low-cost medicine program 79 High 47 Low Exceeded
expectation
Prevention and management of communicable and 97 High 33 Low Exceeded
non-communicable diseases expectation
Basic dental/oral hygiene 98 High 38 Low Exceeded
expectation
Family planning/reproductive health 96 High 39 Low Exceeded
expectation
Overall rating 93 High 57 Low Exceeded
expectation
The ratings given by the citizens on action. These results correspond to an action
satisfaction and need for action, as enumerated grid of exceeded expectations which connotes
in Table 3, were translated into adjectival rating that the positive aspects of the delivery of
using the CSI cutoff discussed earlier. Table 4 each specific service indicator should be
demonstrates that all the seven service sustained and less attention on reform should be
indicators under health program were given high expected.
rating on satisfaction and low on need for

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Table 4 . Awareness, availment, satisfaction and recommendation for action

by respondents on service indicators of the education program

Service indicators of Awareness Availment Satisfaction Needs action

education program
Yes % Yes % Yes % Yes %
Provision of medical and/or nutritional 110 73 65 59 62 95 21 32
services to school clinics
Sports programs and activities 121 81 59 49 58 98 16 27
Scholarships and other assistance 120 80 30 25 29 97 10 33
programs for students
Alternative learning system and/or 116 77 24 21 24 100 10 42
other special education programs
Education Program
Most citizens were aware of support to Reasons for satisfaction on education
education at 78%. Awareness was highest on services were that cost of education decreased,
sports programs and activities 81%, and on children liked public education, services were
scholarships and other assistance programs for good, important information was disseminated,
students 80%. Among the four specific children joined sports activities. Reasons for
services, awareness was lowest on provision of non-satisfaction included the following –
medical and or nutritional services to school sometimes there were charges they had to pay,
clinics at 73%, which is nonetheless high. medical and nutritional services to school
Among those aware, 61% did not avail clinics were not available. Reasons for non-
of support services to education. Of this, 78% availment of services were that children were
did not avail of alternative learning system and beyond school-age, there were fees to be paid,
other special education, 75% did not avail of previously they availed of feeding program but it
scholarships and other assistance programs for was stopped. Most respondents expressed that
students; while 60% availed of provision of there was no need for action on support services
medical and nutritional services to school to education, for an overall rating of 63%. It
clinics. It should be noted that there were only should be mentioned that 41% asserted there
25% who availed of the scholarships and other was a need for action on scholarships and
assistance programs for students, despite their other assistance programs for students, and 40%
high level of awareness of the said program. on alternative learning system and other special
The low percentage of availment could be education programs. Hence, it is recommended
attributed to the inability of the applicant to to review the guidelines on scholarship and
comply with the needed requirements to qualify other assistance programs for students and
for a scholarship or grant. Those who availed evaluate the courses/curriculum offered in
of services were generally satisfied at a high alternative learning system (ALS) and other
97%, with 100% satisfied of alternative learning special education programs to meet the needs of
system and other special education, and 98% of the community.
sports program and activities.

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Table 5. Action grid on service indicators of the education program

Satisfaction Need for action
Service indicators of education program % Adjectival % Adjectival Action grid
rating rating
Provision to medical and/ or nutritional service to 95 High 32 Low Exceeded
school clinic expectation
Sport programs and activities 98 High 27 Low Exceeded
expectation
Scholarships and other assistance program for 97 High 33 Low Exceeded
students expectation
Alternative learning system and/ or other Special 100 High 42 Low Exceeded
education programs expectation
Overall rating 97 High 37 Low Exceeded
expectation
Using the action grid of the CSI action grid of exceeded expectations which
framework, Table 5 reveals that all the 4 service connotes that the positive aspects of the delivery
indicators under the education program were of each specific service indicators should be
given high rating on satisfaction and low on sustained and less attention on reform should be
need for action. These results correspond to an expected.

Table 6 : Awareness, availment, satisfaction, and r ecommendation for action

by r espondents on service indicators of the social welfare program
Awareness Availment Satisfaction Needs action
Service indicators of
social welfare program
Yes % Yes % Yes % Yes %
Child and youth welfare program 132 88 67 51 63 94 22 33
Women’s welfare program 89 59 37 42 36 97 10 27
Persons with disabilities (PWD) welfare 84 56 14 17 13 93 5 36
program
Older persons/senior citizens program 140 93 51 36 46 90 17 33
Family and community welfare program 102 68 51 50 47 92 18 35

Social Welfare Program welfare, at 60%. Specifically, 83% did not avail
There was relatively greater number of of the persons with disabilities (PWD) welfare
citizens 73% who were aware of social welfare program, 63% of older persons and senior
services than those who were not. Awareness citizens program. Moreover, 51% of those
was highest on program for older persons and aware availed of child and youth welfare
senior citizens 93%, and child and youth welfare program. Those who availed of the services were
program 88%; and lowest on program for satisfied at 93%, particularly on women’s
persons with disabilities 56%. Those aware did welfare program 97%, and child and youth
not avail of the component services under social welfare program 94%.

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Table 7. Action grid on service indicators of the social welfare program

Satisfaction Need for action
Service indicators of social welfare program % Adjectival % Adjectival Action grid
rating rating
Child and youth welfare program 94 High 33 Low Exceeded
expectation
Women’s welfare program 97 High 27 Low Exceeded
expectation
Persons with disabilities (PWD) welfare program 93 High 36 Low Exceeded
expectation
Older persons/senior citizens program 90 High 33 Low Exceeded
expectation
Family and community welfare program 92 High 35 Low Exceeded
expectation
Overall rating 93 High 34 Low Exceeded
expectation

Using the action grid, Table 7 reveals because one’s name was not in the list. A 60-
that all the five service indicators under social year old citizen did not receive financial
welfare were given high rating on satisfaction assistance because age requirement was 65.
and low on need for action. These results Reasons for non-availment were that the
correspond to an action grid of exceeded children did not want to join, female respondents
expectation which connotes that the positive had so much to do, beneficiaries were selected
aspects of the delivery of each specific service only, there were no small children, person with
indicators should be sustained and less attention disability, nor senior citizen in the family.
on reform should be expected. Most respondents 66% articulated that
Reasons for satisfaction on social there was no need for action. Despite high
welfare program were that the child and youth awareness on program for older persons, senior
welfare programs provided advanced learning citizens and PWD, there was low percentage of
for kids, family members had something availment at 36% for senior citizens and 17% for
worthwhile to do, gained new knowledge on PWD. Among those who availed, 44% surfaced
women’s welfare, learned about dressmaking the need for action on program for older persons
and flower arrangement, medicine and and senior citizens and 38% on persons with
wheelchair were provided for free. Reasons for disabilities welfare program. It is therefore
non-satisfaction included the following: there recommended that the LGU and concerned
were no free supplies for children in day care, agency should spearhead/organize activities such
the program on women had not yet started, the as symposia, seminar, radio program or home
person with disability in the family did not visitation that will promote social welfare
receive any assistance, a respondent received programs particularly for older persons/senior
free wheelchair but only because it was election citizens and people with disabilities.
time, only a few senior citizens received free
cake, a senior citizen did not receive pension

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Table 8: Action grid on the selected programs

Satisfaction Need for Action
Program % % Action grid
Adjectival rating Adjectival rating
Health 85.14 High 63.51 High Continued emphasis
Education 89.51 High 64.34 High Continued emphasis
Social welfare 84.56 High 69.80 High Continued emphasis
Taken as a whole, all programs –
CONCLUSION AND RECOMMENDATION support to education, health, and social welfare –
The highest percentage highest were rated high in satisfaction and high in need
percentage of overall satisfaction was on support for action, as exhibited in Table 10. This
to education 89.51%, followed by health corresponded to continued emphasis which
program 85.14%. The highest need for action suggested that the quality of service delivery of
was on social welfare 69.80%, followed by the whole program may be good but there was
support to education 64.34%. Using the action still a need to take action on specific aspects.
grid, Table 8 reveals that all the 3 programs The program should sustain positive aspects but
were given high rating on satisfaction and some components still needed improvement or
high on need for action. These results reform. Therefore, while sustaining the current
correspond to an action grid of continued s ervice quality, the LGU may still fine-tune on
emphasis which connoted that the positive specific facets of its delivery which can be
aspects of the delivery of each specific service suggested by reasons for non-availment or
indicators should be sustained and less attention satisfaction/ dissatisfaction as cited by the
on reform should be expected. respondents.
A major component of this project is a The results of this study were
series of utilization conferences with LGU consistent with the assertion [10 ] that the
officials and civil society organization leaders. importance arising from each service and the
This is to ascertain that the results of this study satisfaction of citizens with the action of the
will flow into government programs and local government may turn into suggestions of
policies, thus benefitting not only the sample priorities. In particular, the citizen-respondents
respondents but the entire community as well. recommended the following: (1) along health
services, there should be enough supply of free
Analysis and Conclusion medicines in the municipal/barangay health
Upon examination of the specific centers whole year round; (2) along support to
service indicators per program as displayed in education, scholarships/grants should be given
Tables 4, 7, 9, each was rated high in to poor but deserving students; more
satisfaction and low in need for action. Based on instructional/ educational materials e.g. text
the action grid, this was analogous to exceeded books and work books, and school facilities e.g.
expectation which connoted that the positive classrooms, desks and chairs, should be
aspects of the delivery of the specific service provided to various public schools in the town;
indicators should be sustained. Since the rating and (3) along social welfare services, the local
on the need for action was relatively low, less government and concerned agencies should
attention on reform should be expected. spearhead/organize activities such as
Additionally, certain priority commitments of symposium, seminar, radio program or home
the local government specific to the service visitation that will promote social welfare
indicators but were not cited in the survey as programs particularly for older persons/senior
strong points for satisfaction may be identified citizens and people with disabilities (PWD).
as areas for enhancement. Findings were likewise consistent with
the statement [11] that subjective assessments

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are aggregate judgments of both the as satisfaction of a public service, and

experienced service process e g. “Was the satisfaction ratings are influenced by factors
public servant accommodating, courteous, other than service quality [16] and [17]. This
etc.?” and the service outcome e.g. “Did I get means improvements in service quality will not
what I wanted or what I was entitled to?” always be reflected in higher satisfaction [1] and
Detailed satisfaction measurements can [15]. Recent experimental work in public
disentangle these, yet in snap judgements, both administration has shown that satisfaction
are generally mixed. Nonetheless, a study [2] judgements are not ‘consistently related to
concluded that that satisfaction has shown itself performance’ [12].
to be elusive to measurement and very service- Based on the foregoing discussion, this
specific, making it less meaningful when study recommends that future endeavors of the
aggregated. Moreover, user satisfaction can Department of the Interior and Local
only be interpreted in relation to the Government (DILG) directed toward assessing
significance of a given service and responses are citizen satisfaction should render due
easily swayed by the broader public mood [2]. consideration on the following important
A particular finding in the literature is aspects: (a) differences in profile and
that depending on the outcomes they produce, characteristics of citizens selected to assess
different services tend to receive different public services [10] and [13]; (b) differences in
baseline satisfaction ratings. It has been citizen’s expectations [2]; and (c) differences
suggested that this is related to the sympathy in nature and characteristics of the services
citizens have for that service [11]. Another being assessed [11].
research [12] claimed that satisfaction This study likewise affirms existing
judgments are prone to cognitive biases, literatures recommending that citizen
especially when it concerns more abstract satisfaction should be analyzed from multiple
services. perspectives, depending on the main objective
Consideration may be given to the of an endeavour. Citizen satisfaction surveying
latent variable characteristics of citizens [10]. may be aimed simply to determine the
A study [13] particularly recommended that perception of citizens regarding services of the
assessments, surveys and secondary data may be local government, or may be more complicated
related to basic variables, namely: household like rating the performance of a government unit
income, occupation, age and the area in which [10]. The former, like this study at hand, may be
citizens live. Although citizen satisfaction clearly intended only to get citizen feedback. For
surveys are subjective assessments and, as the latter, careful scrutiny should be done since
asserted by a study [14], they do not reflect user satisfaction is intended to measure
objective features or performance of that service, performance or will be used to formulate
one research [15] argued that they are useful policies and programs that will be
because they provide policy makers and institutionalized and have long lasting effects on
managers with aggregate judgments indicating the community.
that something may be alright, or something
may be wrong, like there may be a failure to REFERENCES
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