External Stakeholders’ Satisfaction of the Department of Public Works and Highways Aklan: Basis for Policy Recommendation

Ma. Beth Julievern T. Revesencio; Wilfredo J. Nicolas

doi:10.55927/eajmr.v5i9.293

Authors

Ma. Beth Julievern T. Revesencio Aklan State University
Wilfredo J. Nicolas Aklan State University

DOI:

https://doi.org/10.55927/eajmr.v5i9.293

Keywords:

External stakeholders, Customer satisfaction, Department of Public Works and Highways, budget process, municipal budget officers, performance assessment, capacity-building, policy recommendations

Abstract

This research study determined the level of satisfaction of the external stakeholders transacting in the Department of Public Works and Highways- Aklan (DPWH-Aklan). Employing a mixed method research design, the study explored into the aspects largely determining the external stakeholders’ satisfaction, the over-all experience on the quality of service availed. The participants were the external stakeholders comprising the various national government agencies (NGAs), local government units (LGUs), contractors and the general public. Findings revealed varying levels of satisfaction, significant gaps and strengths in current practices among different stakeholder groups, highlighting specific areas requiring improvement. The study concluded with tailored policy recommendations aimed at enhancing stakeholder engagement and service delivery, thereby fostering a more collaborative environment between the DPWH and the clientele it serves. These recommendations aim to not only address current satisfaction deficits but also to promote sustainable client engagement and loyalty, holistic view of external stakeholder experiences and the over-all service of the DPWH-Aklan in general.

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