Streamlining Online Customer Transactions in Compliance With RA 11032 Through Assessment of Service Delivery Efficiency in LTO Lapu-Lapu City

Abstract

This study examines the efficiency of online customer transactions at the Land Transportation Office (LTO) in Lapu-Lapu City, in line with the mandates of Republic Act No. 11032 or the Ease of Doing Business and Efficient Government Service Delivery Act. Using a descriptive-correlational research design, the study assesses the demographic profile of clients, their awareness of the Citizen’s Charter, and their perceptions of service quality across key dimensions such as responsiveness, reliability, access, communication, and outcome. Data were collected from 50 respondents who used the online appointment system. Results show that prior awareness of the Citizen’s Charter is significantly associated with higher satisfaction levels in online service delivery. While most clients rated the overall service quality as satisfactory, gaps remain in areas such as communication support and access to information. Statistical analysis revealed a moderate positive correlation between Citizen’s Charter awareness and perceived service efficiency. These findings underscore the importance of transparency, digital accessibility, and client education in meeting the objectives of RA 11032. Based on the results, the study proposes an action plan focused on digital capacity-building, information drives, and service improvement strategies to support the continuous enhancement of online public service delivery.