Client Satisfaction in Department of Environment and Natural Resources – Provincial Environment and Natural Resources Office Samar

AUTHOR(S)

LANIE SAMSON-REYES

ABSTRACT

— This study assessed client satisfaction and service delivery at the Department of Environment and Natural Resources – Provincial Environment and Natural Resources Office (DENR-PENRO) Samar with the goal of proposing client awareness activities. Employing a mixed-methods sequential explanatory design, the research analyzed Client Satisfaction Measurement Forms from 2023 (n=62) and 2024 (n=69) alongside qualitative feedback. Findings revealed a significant shift in client demographics, with individual citizens becoming the predominant client type in 2024 (59.42%) compared to businesses in 2023 (43.55%). Citizen’s Charter awareness increased significantly, with 69.57% of clients in 2024 reporting both knowledge and visibility of the Charter (up from 59.68% in 2023). Overall satisfaction improved significantly from 4.69 in 2023 to 4.80 in 2024 (p=0.020), with significant enhancements in Responsiveness, Access and Facilities, Costs, and Outcome dimensions. Statistical analysis confirmed significant relationships between age, client type, and both Charter awareness and satisfaction levels, while Charter perceptions strongly predicted satisfaction (r=0.389 to 0.573, p<0.001). These findings suggest that enhancing service information accessibility, particularly for younger and individual clients, represents a high-potential strategy for further improving service delivery. The study proposes eight client awareness activities including age-stratified information strategies, enhanced Charter visibility, targeted support for individual citizens, and digital communication improvements to address identified gaps and leverage demographic insights toward more equitable and effective environmental governance services in Samar Province. Keywords — client satisfaction, environmental governance, citizen's charter, service delivery, public administration