E-Government Services Quality and Client Satisfaction in the Government Service Insurance System (GSIS): Basis for an Intervention Plan

Abstract

The rapid expansion of digital governance and growing expectations for efficient, transparent, secure, and citizen-centered public services have increased the importance of e-government service quality in public-sector performance. This study examined the relationship between e-government service quality and client satisfaction in the Government Service Insurance System (GSIS), Philippines, by assessing digital service quality, comparing the perceptions of respondent groups, determining associations with client satisfaction, identifying implementation challenges, and developing an evidence-based intervention plan. A quantitative descriptive–comparative–correlational design involved 902 GSIS member-clients, frontline employees, and institutional clients. Data were collected using a validated questionnaire and analyzed through weighted mean, one-way analysis of variance, and Pearson product–moment correlation at the .05 significance level. E-government service quality was highly evident overall (WM = 4.32), with system infrastructure (WM = 4.42), service accessibility (WM = 4.39), and transparency and information quality (WM = 4.37) receiving the highest assessments. No significant differences were observed among respondent groups across the dimensions of e-government service quality. Client satisfaction was likewise high (WM = 4.27), particularly in-service quality (WM = 4.42), security and privacy (WM = 4.36), and perceived value (WM = 4.30). Significant positive associations were identified between e-government service quality and several satisfaction dimensions, particularly security and privacy, system usability, and convenience, whereas service consistency, communication, transaction efficiency, and technical support emerged as continuing areas for improvement. Based on these findings, Project GSIS: Guaranteed Service Integration and Stability was developed and received a highly favorable stakeholder assessment. The findings indicate that sustained investment in reliable digital infrastructure, secure and usable platforms, responsive client support, and transparent communication can strengthen e-government service delivery and enhance client experience in public social-insurance institutions.