Wilyn Patag Balitaan, Randall B. Pasco, and Elmer C. Escala (Authors)
Abstract
This study examines the clients’ satisfaction with the Bureau of Internal Revenue’s (BIR) One-Time Transaction (ONETT) system in San Pablo City using the SERVQUAL framework. This model assesses service quality on five dimensions: Tangibility, Reliability, Responsiveness, Assurance, Empathy. The study adopted a descriptive developmental design and included a total of 231 participants: 200 clients and 31 BIR employees acquired through purposive sampling. Data collection was done using a self- developed bilingual survey tailored for this research, and data was processed using descriptive statistics of means, standard deviation, and t-tests. In general, the ONETT system functions efficiently. Clients evaluated the ONETT service positively both in- office and online, although website usability needed improvement. Staff demonstrated empathy and responsiveness to client concerns, although feedback was infrequent and slow. User trust was gained in relation to system dependability and security, but some criticism was voiced on transparency and system reliability. This study revealed no significant differences in perceptions and experiences among clients regarding the service. Provided that the ONETT performs well, this research recommends system optimization by enhancing interface design, issuing updates more promptly, and tailoring system-generated correspondence.
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Keywords: ONETT system, Bureau of Internal Revenue, TERRA model, SERVQUAL, System Enhancement