Determinants of Citizen Satisfaction in the Implementation of the National Identification System

Niña Faye Culajara; Jonna Torres

doi:10.55927/eajmr.v5i6.186

Authors

Niña Faye Culajara Aklan State University
Jonna Torres Aklan State University

DOI:

https://doi.org/10.55927/eajmr.v5i6.186

Keywords:

National ID System, Citizen Satisfaction, Perceived Usefulness, Perceived Ease of Use, Perceived Risk, Technology Acceptance Model

Abstract

This study examined determinants of citizen satisfaction with the National Identification System in Aklan, focusing on perceived usefulness, perceived ease of use, and perceived risk. Using a sequential explanatory mixed-methods design, the study surveyed 495 National ID users across 17 municipalities and interviewed ten (10) ID holders and ten (10) relying parties. Quantitative data were analyzed through descriptive statistics, while qualitative responses underwent thematic analysis. Findings showed that respondents considered the National ID highly useful and moderately easy to use. However, challenges included system downtime, limited accessibility in remote areas, staff unfamiliarity, and processing delays. The study proposed policy enhancements emphasizing digital integration, mobile updating services, institutional training, data privacy protection, improved card distribution, and sustained public awareness campaigns for broader citizen satisfaction.

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