A Descriptive-Correlational Analysis on the Relationship Between Gender Sensitivity and Service Delivery in Social Security: Insights from SSS Lapu-Lapu City, Cebu

Abstract

This descriptive-correlational study examined the relationship between gender sensitivity and service delivery among clients of the Social Security System (SSS) in Lapu-Lapu City, Cebu. The research aimed to assess respondents’ perceived gender sensitivity of SSS services, accessibility, satisfaction with service delivery, awareness of gender-responsive policies, and trust in the institution as inclusive. Utilizing a structured survey administered to a representative sample of SSS members, the study gathered data on demographic profiles, perceptions of gender sensitivity, and service-related experiences. Descriptive statistics revealed overall agreement among respondents that SSS services are fairly delivered regardless of gender, with high awareness of gender- responsive policies and strong trust in the institution’s inclusivity. However, regression analysis showed that among the hypothesized predictors, only gender sensitivity significantly influenced satisfaction with service delivery. Other variables such as age, gender, educational attainment, length of membership, accessibility of services, and awareness of policies did not have statistically significant effects. These findings suggest that enhancing gender sensitivity in SSS service delivery is critical to improving client satisfaction and reinforcing public trust. The study recommends strengthening gender-responsive training for staff, promoting clearer communication of gender-inclusive policies, and improving accessibility to ensure equitable service for all gender identities. This research contributes to the discourse on public service inclusivity and highlights the need for continuous gender sensitivity initiatives in government institutions to foster a more equitable social protection system.