COMMUNITY PERCEPTION ON LOCAL GOVERNMENT SERVICE DELIVERY

SYSTEM IN 2ND DISTRICT OF LAGUNA

A Thesis
Presented to the Faculty of
College of Business, Administration and Accountancy
Laguna State Polytechnic University
Santa Cruz Main Campus
Santa Cruz, Laguna

In Partial Fulfillment
Of the Requirements for the Degree of
Master in Public Administration

MYRA V. PAICAGLINO

NOVEMBER 2023
 CHAPTER I

THE PROBLEM AND ITS BACKGROUND

Introduction

Public office is a public trust. Such statement is a banner provision

explaining Article XI of the 1987 Philippine Constitution. It encompasses the

totality of everything expected from those entrusted a public office. Translation of

the provision can easily be explained and simply assessed through the kind of

relationship build upon by those in power in one end and that of the community in

the other end. The simple illustration is acknowledged in the description of Lee

and Park (2022) pertaining to the importance of the role of those in power. The

perception of local government services within a community plays a pivotal role in

shaping the overall quality of life and the sense of well-being of its residents. It is

essential for local authorities to understand and respond to these perceptions

because they directly impact public trust, civic engagement, and community

development. There are several key reasons why the perception of local

government services matters such accountability and transparency, community

engagement, economic development, quality of life, social cohesion, efficiency and

effectiveness, and disaster preparedness and response (Lee and Park, 2022).

Understanding the essence of the trust accorded by people to every public

official defined as a power to exercise control and governance of the resources,

the machineries and operation, ultimately should redound into the benefits and

satisfaction of the people. People are very much aware of this arrangement and

stand with the belief that those in the helm should always be held accountable to
the people they served. The account shared in the subsequent discussion affirm

the accountability as one of the essential frameworks that concretize the provisions

of the constitution.

Public perception of local government services serves as a powerful

accountability mechanism. When citizens believe that their local government is

transparent and accountable in delivering services, they are more likely to trust the

government and its elected officials. This trust fosters a sense of partnership

between the government and the community, which can lead to increased

cooperation and support for government initiatives (Manaf, Mohamed, and Harvey,

2022). Positive perceptions of local government services can encourage greater

community engagement. Residents who feel their voices are heard and their needs

are met are more likely to participate in civic activities, attend public meetings, and

volunteer for community projects. This engagement can create a stronger sense

of community and empower residents to play an active role in shaping local

policies, (Rivera, 2016).

A positive perception of local government services can attract businesses

and investment to the community. When businesses believe they will receive

efficient and reliable services, they are more likely to establish or expand

operations in the area. This can lead to job creation, increased tax revenue, and

improved economic opportunities for residents (Harilal, and Tichaawa, 2020). This

exactly is becoming the direction set forward by every local government since

every opportunity created and made available to the community, in the long run

offered the best of everything and a more positive outlook in the future.
Unimaginable benefits will reach and enjoyed by community of people if common

understanding of each role and function is inherent within themselves. Other than

those already explained, more of the comfort are explicitly illustrated. Residents'

perception of local government services has a direct impact on their quality of life.

Services such as public safety, education, healthcare, and infrastructure

maintenance contribute to the overall well-being of a community. Positive

perceptions of these services can lead to improved resident satisfaction and a

higher quality of life. Communities with a positive perception of local government

services tend to have higher levels of social cohesion. When residents feel that

their local government is working to address community issues and promote

fairness, it can reduce social divisions and promote inclusivity among diverse

groups, (Cantarero, Potter, and Leach, 2013) (Manaf, Mohamed, and Harvey,

2022).

Monitoring community perceptions can help local governments identify

areas where services may need improvement. Regular feedback from residents

can be used to make informed decisions, allocate resources efficiently, and

prioritize projects that align with the needs and desires of the community, (Brucal

et al, 2020). During times of crisis, such as natural disasters or public health

emergencies, a positive perception of local government services is crucial.

Residents who trust their local government are more likely to follow safety

guidelines and cooperate during emergency situations, enhancing overall

preparedness and response efforts, (Rangarirai, Marnani, and Rahmat, 2023).

 The perception of local government services by a community is not merely

a matter of public opinion; it has far-reaching implications for the social, economic,

and political well-being of a locality. By actively monitoring and responding to

community perceptions, local governments can build trust, enhance community

engagement, and ultimately improve the overall quality of life for their residents.

With all the insights provided in the preceding paragraph, one would

presumably agree that community perceptions of the local government services

are not something expected to offer by someone in the power, nor to be treated as

something that will come and go, but instead something that everyone should

believe with great conviction that it should always go along with the system.

Background of the Study

Basically, the local government comprised of the unit that defined the

territorial and political subdivisions of the state. Since the time before the country

declared its own independence, local government units are operating within the

close supervision of the national government. The enactment and approval of RA

7160, the Local Government Code of 1991, the local government consisting of the

provinces, cities, municipalities, and barangays experience and begin to realize

their full potential as important instrumentalities of the government. Section 2 of

the Act specifically provides that the local government structure shall enjoy

genuine and meaningful local autonomy to enable them to attain their fullest

development as self-reliant communities and become more effective as partners

in the attainment of national goals. The process of decentralization shall proceed

accordingly from national government to local government whereby more powers,

authority, responsibilities, and resources shall be accorded to them.

However, definition of local autonomy does not provide them bigger

leverage to completely act on their own. The policy of the State as indicated in the

Act ensure the accountability of local government units through the institution of

effective mechanisms of recall, initiative, and referendum. Implicit with this

mandate is the necessity for the local to undergo regular evaluation of their

performance through the valued provision of most essential and effective services

to their constituents.

In response to such requirement, RA 11292 known as “The Seal of Good

Local Governance Act of 2019 was approved on April 12, 2019. The Act declared

the recognition of the good performance of local government units (LGUs) in

transparency and accountability in all the essential services and projects, projects,

and activities. Specifically, in the areas of using public funds, preparedness to

disasters, responding to needs of marginalized sector of society, implementation

of health programs, investment and employment promotion, protection of

constituency from threats to life and safeguarding the integrity of environment, the

State hopes to encourage all LGUs to take on greater challenges, encourage

outcome-based performance and be awarded for their serious effort in pursuing

the general welfare of their constituency and in enforcing existing laws (Section 1,

RA 11292). To ensure continuing commitment, the Seal of Good Local

Governance (SGLG) is an award, incentive, honor and recognition-based program

for all performing LGUs.

 In the present set-up, it is becoming clear and correct to assumed that LGUs

forged a contract of commitment with the community they served as far as the

provisions of RA 11292 is concerned. Such commitment is not formally known and

advertise to all their constituency. However, the achievements, awards and

recognitions received by every LGUs provide a multiple piece of evidence of best

performance. In a normal practice, it can be observed that most of LGUs bannered

and exhibited their awards, bringing this recognition into the realm of

consciousness of their constituents. This is similar in saying that the LGUs is

performing and complying with what they promised to the community. At this

instance, is it safe to say that the community generated a good impression of the

services delivered by their own LGUs?

This study will attempt to establish the real impression through the conduct

of an assessment of perception of the service delivery system expected of the local

government units of District 2 of Laguna Province. With the aforementioned

problems, and foregoing solutions, this paper will significantly contribute to the

body of knowledge on how the community perceived the effectivity of local

government services.

Theoretical Framework

This study will anchor on the framework of Ko (2018), it has explained that

satisfaction with the public services provided by the local government positively

affects subjective QoL. In other words, satisfaction with local government is seen

as an essential determinant in QoL. Residents' opinions of public values, such as

the effectiveness of government activities and government dependability, were

found to be closely associated with life satisfaction and happiness.

Local Government
Satisfaction

H2 H2

H1
Perception of Community Quality of Life
Environment

 (a) Facility Environment

 (b) Safety Environment

 (c) Medical Environment

 (d) Social Environment

Figure 1. Discussion on Quality of Life WHO

In this study, the perception of the local community was taken into account

as the main determinant of quality of life. We specifically looked at how QoL was

impacted by perceptions of the community environment and assessed if there

was a significant mediating influence between the two variables from satisfaction

with local government.

Moreover, this study is related to the OECD framework where assessing

the community environment requires taking into account both the social and
physical environments, which are dependent on neighborhood interactions (OECD

2013). Convenience, health, and safety have also been highlighted by the World

Health Organization (WHO) as critical factors to consider when assessing the

standard of the community environment (WHO 1961). Thus, the facility

environment, safety environment, medical environment, and social environment

were among the sub elements that made up this study. Moreover, earlier research

has demonstrated that these elements improve quality of life. First, it was

discovered that residents' QoL improved when numerous convenience facilities

were located in their community. De Vos and Witlox (2017), for example, confirmed

that contentment with commercial facilities, such as marts and department stores,

had a favorable effect on QoL. Next, safety includes the likelihood of accidents

caused by fires and road accidents, as well as facility risks and natural disasters.

Furthermore, comparable research have found a link between safer

neighborhoods and greater QoL among residents (Sirgy et al. 2008; Martnez et al.

2015).
Conceptual Framework

INPUT PROCESS OUTPUT

1. Profile of respondents in terms of:
1.1. Age;
1.2. Sex;
1.3. Source of income;
1.4. Employment status
1.5. Net Income (Monthly)
1.6. Residency
2. Level of Satisfaction on Local
government service delivery system
in 2nd District of Laguna in terms of:
2.1. Financial Administration and
Sustainability
2.2. Disaster Preparedness
2.3. Safety, Peace and Order
2.4. Social Protection and -Data Gathering Proposed Action Plan
Sensitivity -Data Analysis
2.5. Business-Friendliness and -Data Interpretation
Competitiveness
2.6. Environmental Management
3. Level of Agreement on Community
Environment in 2nd District of Laguna
in terms of:
3.1. Facility Environment;
3.2. Safety Environment;
3.3. Medical Environment; and
3.4. Social Environment
4. Quality of Life
4.1. Physical health
4.2. Psychological
4.3. Social relationships
4.4. Environment

FEEDBACK

Figure 2. IPO Model

Figure 2 shows the research paradigm of the study which utilized Input-

Process-Output (IPO) method. Input of the study included the specific objectives

of the study including the demographic profile, level of agreement on Community

Environment and the quality of life. On the process it included gathering, analysis

and interpretation of data. Finally, the output which a proposed acition Pala

included the tangible or intangible products as part of the result of the research

being conducted
 Independent Variable Dependent Variable

Level of Satisfaction on
Local Government
Service Delivery
Community
Environment
Community Quality of
Life

Figure 2. IV-DV Model

Figure 2, on the other hand, presented the independent variable and

dependent variable model. Independent variable focused on community

environment which was explained by OECD and WHO, how physical and social

environment, and convenience, health and safety are essential in evaluating the

community environment. Dependent variables consisted of level of satisfaction on

local government service delivery and community quality of life (QoL). Level of

satisfaction on local government service delivery was sourced from Republic Act

No. 11292 or the Seal of Good Governance Act of 2019 while QoL was adapted

from WHO QoL. Through this research, this will test the relationship among the

independent and dependent variables.

Statement of the Problem

This study primarily aims to assess the community perception on local

government service delivery system in 2nd District of Laguna. Specifically, it sought

to answer the following question:

1. What is the profile of respondents in terms of?

1.1. Age;

1.2. Sex;

1.3. Source of income;

1.4. Employment Status

1.5. Net Income (Monthly); and

1.6. Residency

2. What is the level of satisfaction on local government service delivery system

in 2nd District of Laguna in terms of?

2.1. Financial Administration and Sustainability;

2.2. Disaster Preparedness;

2.3. Safety, Peace and Order;

2.4. Social Protection and Sensitivity;

2.5. Business-Friendliness and Competitiveness; and

2.6. Environmental Management.

3. What is the level of agreement on community environment in 2nd District of

Laguna in terms of?

3.1. Facility Environment;

 3.2. Safety Environment;

3.3. Medical Environment; and

3.4. Social Environment

4. What is the community quality of life in 2nd District of Laguna in terms of:

4.1. Physical Health

4.2. Psychological

4.3. Social relationships

4.4. Environmental health

5. Is there any significant relationship between community environment and

level of satisfaction on local government service delivery system in the 2nd

District of Laguna?

6. Is there any significant relationship between community environment and

the community quality of life in 2nd District of Laguna?

7. Is there any significant relationship between level of satisfaction on local

government service delivery system and the community quality of life in 2nd

District of Laguna?

8. Based on the findings of the study, what action plan may be proposed?

Hypotheses

The following are the null hypothesis of the study based on .05 level of significance:

There is no significant relationship between community environment and

level of satisfaction on local government service delivery system in the 2nd District

of Laguna.
 There is no significant relationship between level of satisfaction on local

government service delivery system and the community quality of life in 2nd District

of Laguna.

There is no significant relationship between community environment and

the community quality of life in 2nd District of Laguna.

Scope and Limitation of the Study

This study will focus on the 2nd district of Laguna to conduct an in-depth

analysis of local government services and community perception. The chosen area

will be representative of typical urban or rural settings. The research will cover a

broad spectrum of local government services, including but not limited to financial

administration and sustainability, disaster preparedness, safety, peace and order,

social protection and sensitivity, business-friendliness and competitiveness, and

environmental management as perceived by the community. Moreover, it aims to

measure the level of agreement on community environment in 2nd district of

laguna in terms of facility environment, safety environment, medical environment,

and social environment.

The study will employ a mix of qualitative and quantitative research

methods, such as surveys, interviews, focus groups, and document analysis, to

gather a diverse range of data on community perceptions. The research will

consider a specific time frame, which may encompass several years leading up to

the present, to analyze trends and changes in community perception over time.
 The study will take into account the diversity of the community, including

factors such as age, sex, source of income, status of employment, net income

(monthly); and residency. Findings from this study may be specific to the chosen

region or municipality and may not be directly applicable to other geographic areas

with different governance structures, cultures, or socioeconomic contexts.

Community perception is inherently subjective and may be influenced by individual

biases and experiences. Efforts will be made to minimize bias, but some

subjectivity in responses is inevitable. The depth and breadth of the research may

be limited by available resources, such as time, budget, and access to data,

potentially affecting the comprehensiveness of the analysis.

Community perceptions are dynamic and can change rapidly due to various

factors. The study's snapshot approach may not capture ongoing changes in real-

time. While striving for transparency and community involvement, the study will

respect privacy considerations and may not be able to access certain sensitive

information or opinions. The study may not fully account for external factors, such

as national or global events, economic fluctuations, or natural disasters, which can

influence community perception but may be beyond the study's scope.

Significance of the Study

The significance of the study lies in its potential to shed light on the

dynamics between community perception and local government service delivery.

By understanding how the community perceives these services, we can identify

areas of improvement and bridge the gap between expectations and reality. This
study could also help local governments tailor their services to better meet the

needs and preferences of the community, ultimately enhancing the overall quality

of service delivery.

Additionally, exploring the benefits and beneficiaries of local government

services is crucial for assessing the impact on the community. It allows us to

measure the effectiveness of these services in addressing specific needs and

promoting community well-being. This insight can inform policy decisions,

resource allocation, and strategic planning to maximize positive outcomes for the

greatest number of people.

Ultimately, the significance of this study extends beyond the academic

realm. It has the potential to influence real-world policies and practices, fostering

a more responsive and accountable local government that actively engages with

its community to provide services that make a meaningful difference in people's

lives

Definition of Terms

The following terms are defined conceptually and operationally for better

understanding of the study:

Business-Friendliness and Competitiveness. This refers to a barangay’s

remarkable efforts in encouraging business and employment, through the

systems, structures and/or legislation in place to support the promotion of such in

the locality.
 Community Perception. This term refers to A community's collective

views, attitudes, beliefs, and emotions on certain problems, occasions, or subjects

referred to as its perception. It represents how individuals within a community see

and comprehend the social, cultural, political, and environmental facets of their

immediate environment. How a community views itself can greatly influence how

it reacts to outside influences, makes decisions, and handles obstacles.

Disaster Preparedness. This refers to a barangay’s proactive stance

before, during and after disaster, through actions such as development and/or

implementation of appropriate program and plans on disaster risk reduction and

management; building the competencies of concerned personnel; and ensuring

operational readiness with the availability of equipage, supplies and other

resources intended for early warning and/or response.

Environmental Management. This refers to a barangay’s conscientious

preservation of the integrity of the environment by complying, at the minimum, with

the provisions of Republic Act No. 9003, otherwise known as the Ecological Solid

Waste Management Act of 2000.

Facility Environment. "Facility environment" describes the structural and

functional features of a building, structure, or area where certain services or

activities are provided. It includes a range of environmental factors, characteristics,

and situations that affect a facility's efficacy, safety, and usability.

 Financial Administration and Sustainability. This refers to a barangay’s

outstanding practice of accountability and transparency in financial administration

by adhering with accounting and auditing standards and compliance with the

Barangay Full Disclosure Policy (BFDP).

Local Government Service Delivery System. The Local Government

Service Delivery System refers to the organizational structure, processes, and

mechanisms that a local government authority uses to offer basic public services

and amenities to its citizens within a defined geographical area.

Medical Environment. "Medical Environment" describes the

organizational, cultural, and physical setting in which healthcare and medical

services are given and received. It includes many facets of the environment in

which healthcare is provided and is essential in defining the standard of care and

overall patient experience. Components of the medical environment.

Quality of Life. A person's overall well-being and level of satisfaction with

many elements of their life are evaluated using the multidimensional and subjective

Quality of Life (QoL) measure. It considers many different aspects of a person's

total well-being, including their physical, emotional, social, economic, and

environmental circumstances.
 Safety Environment. A safety environment, also called a safe

environment, is a context or setting where policies, procedures, and rules are

purposefully set up to reduce or eliminate risks, hazards, and possible harm,

protecting people, property, and the environment.

Safety, Peace and Order. This refers to a barangay’s noteworthy

performance in terms of maintaining peace and order in the community through

the implementation of activities and provision of support mechanisms to ensure

the protection of constituents from the threats to life, health, and security.

Social Environment. The term "social environment" describes the local and wider

social setting in which people go about their daily lives, socialize, and interact with

one another. It includes all social and cultural determinants of behavior, attitudes,

values, and interpersonal interactions. People's identities, opinions, and prospects

are greatly influenced by their social environments. Important elements and factors

to take into account in the social context

Social Protection and Sensitivity. This refers to a barangay’s high sensitivity to

the needs of disadvantaged/challenged sectors like women, children, senior

citizens, indigenous peoples (IPs), and persons with disability (PWD) among

others, the provision of support to basic education, access to social welfare

services, and participation of the sector (s) in local bodies.

 CHAPTER II
REVIEW OF RELATED LITERATURE AND STUDIES

Local Government Service Delivery System

The Department of the Interior and Local Government (DILG) responded to

this initiative by launching the "Full Disclosure Policy," or simply the FDP program.

This program requires all provinces, cities, municipalities, and villages across the

nation to strictly adhere to the requirements of posting various required financial

documents at three prominent locations within their respective areas of jurisdiction.

Additionally, these documents must be posted online into the FDP portal (DILG,

2104). The execution of the FDP program is intended to increase public

governance accountability and transparency in local government units (LGUs) as

well as the state's reputation (Evangelio and Abocejo, 2015). Additionally, it aims

to lessen corruption in the nation (Abocejo, 2015) by stopping local government

officials from misusing public funds (Batalla, 2015). The FDP works to give local

residents a designated space where they may access and review LGU financial

records, giving them a better understanding of how their funds are distributed,

prioritized, and spent (Jones, 2013; Tran et al., 2018).

This study is relevant to the public's quest for legitimacy, accountability, and

transparency because the main objective of the FDP programs is to create a more

transparent and accountable local government (Ankamah, 2016). More crucially,

to influence the public's perception of the government to become more positive.

According to Svedin (2013), building and maintaining public trust in governing

bodies is fundamental to a state that is subject to legal authority. Furthermore,

citizens have been calling for effective ways for government institutions to function

and operate in a just and ethical manner (Abocejo et al., 2012; Pepinsky, 2018;

Abocejo, 2017; Dean, 2018; AlaaAldin Abdul Rahim, 2008) for a long time (Lloyd-

Sherlock, 2000; Inabangan, Garcia, and Abocejo, 2019).

The New Public Management (NPM) Theory's Theoretical Framework,

which contends that accountability is a crucial component of NPM, was promoted

by Hood in 1995. The NPM shows a high degree of trust in the public sector and

a low level of trust in the private sector. Public officials are therefore intimately and

meticulously familiar with the government's accounting practices (Lee, 2018;

Graycar and Masters, 2018). The NPM is a method of managing a public office

where there is a positive shift in modes of public management, in contrast to the

widely held notion that public officials are corrupt (Abocejo, 2015) and use their

office and positions to benefit themselves (Hood, 2013; Quinn and Warren, 2017).

Moreover, maintaining performance, control, and accountability is one of

the eight defining features of the NPM, which has been dubbed "a new paradigm

for public management" (Ocampo, 2013). Public officials' accountability and

customer service are given a lot of weight (Alvarez et al., 2017; Almazan et al.,

2018). These measures will eventually help the government gain the public's trust

and improve its reputation. In the Philippines, there is a persistent push for

enhancing public trust and the government's reputation (Abocejo, 2015a; Abocejo

and Gubalane, 2013; Dela Serna et al., 2017). Abocejo and Gubalane (2013),
Untalan (2017), Abocejo, 2015b, Liwanag and Wyss (2019), Schleiter and

Voznaya (2018), and others made several attempts and endeavors to address the

aforementioned concern. In actuality, there are currently laws in place that

mandate the LGUs in guaranteeing accountability and openness (DILG, 2011).

While communities may be well-prepared for the possibility of another

disaster, recovery is not assured, according to the Ravago et al. study. Natural

catastrophe severity and frequency have the potential to undermine and obstruct

complete recovery. The need to identify and put into practice a cost-effective

solution is one policy difficulty. It was shown that long-term preventative actions,

cleanup operations, and the restoration of water and power supplies greatly

increased the chances of recovery. In the event of another catastrophe, this

provides local governments with a foundation upon which to assess their strategies

and plans for disaster preparedness (Ravago, et al. 2020).

According to Mamuaya, et al., (2018), good governance is characterized by

an ideal state orientation that accomplishes national goals as well as functional

components of effective and efficient governance to accomplish these goals.

Mamuaya et al. also mentioned that strong, responsible, and effective state

government management is necessary for good governance, as is sustaining

positive ties between the public sector, the private sector, and society (Mamuaya

et al. 2018).

The caliber of services a firm offers affects its revenue generation, image

and reputation, and client retention. It is challenging to gauge the quality of

services since they are intangible, varied, perishable, and integral. The most
reliable gauge of a service's quality is customer feedback, (Talavera 2020). A

modified SERVQUAL model with only five dimensions tangibility, reliability,

assurance, responsiveness, and empathy was created in 1988 by Parasuraman

et al. The following is a thorough description of each of the five characteristics

provided by Parasuraman: Reliability is the capacity of service providers to

consistently and precisely deliver the promised service. Being responsive means

having the ability to help and serve clients quickly. Assurance is a term used to

characterize an employee's level of job knowledge, demeanor, and ability to inspire

confidence in others. Caring and giving each person their own attention are

examples of empathy (Ocampo et al. 2019). These five dimensions will be modified

by the study's researchers. The researchers will also consider "fulfillment," which

was used to evaluate the quality of e-services in the Ighomereho (2022) study.

This was described in the study as the result of the performance of service delivery,

with an emphasis on the needs and benefits of the customers.

A research conducted in the Philippines used the SERVQUAL Dimensions

to examine how local government units (LGUs) handled the pandemic. In order to

assess service quality and its impact on customer satisfaction, the precise

characteristics that were employed were assurance, reliability, tangibility,

empathy, and responsiveness (Bucu, et al., 2021). AHP-SERVQUAL combination

approach is also used in many researches across the globe to measure both

perceived and expected service quality (Alam and Mondal 2019). The purpose of

this study is to evaluate the level of service provided by a local government unit's

disaster response using SERVQUAL and AHP. The municipality of La Paz, Tarlac,
was able to better target its resources and enhance its disaster response thanks

to this study. It demonstrated that it was more aware of the needs of the locals and

more equipped to help La Paz, Tarlac, recover from natural calamities.

Nicor-Mangilimutan, (2020) evaluates the Community Peace and Order and

Public Safety Program's implementation, it found that while there are notable

regional variations, the program is implemented to a large extent overall. In his

2018 study, Alonzo focused on the Philippine National Police Services in Nasipit,

Agusan del Norte, emphasizing how well they performed in maintaining security

and safety. Jr., (2020) assesses the Peace and Order and Public Safety strategy

in Albay province, indicating the relevance and effectiveness of the strategy in

fighting criminality. In his analysis of the Philippine National Police's efforts to

uphold law and order in Iligan City, Galabin (2021) finds a strong correlation

between the frequency of police operations and crime rates, as well as a high

degree of reaction. All things considered, these papers underscore how crucial

efficient service delivery is to preserving security, tranquility, and law in the

Philippines.

According to Nicor-Mangilimutan's, (2020) assessment, the Community

Peace and Order and Public Safety Program is implemented to a considerable

degree, while there are notable variations between barangays. Collado (2005)

talks about how rural local governments and communities are affected by the Local

Government Code of 1991. Ishii (2017) looks at how the community participates in

local government and emphasizes the value of central government operations and

local leadership. Bulos, (2021) examines public works and infrastructure services
in Tumauini, Isabela, with an emphasis on citizen knowledge and satisfaction. The

study concludes that the public is aware of and content with the services offered

by the local government. These publications, taken together, highlight the

significance of successful execution, community involvement, and citizen

satisfaction in the provision of local government services.

According to Taylor's, (2014) research, local government employees'

perceptions of their jobs' impact on citizens were influenced by their passion for

public service. Andrews, (2013) investigated how the public's opinions of the

effectiveness, responsiveness, equity, and efficiency of local governments in

England relate to new public management methods. Wijaya, (2020) emphasized

the value of infrastructure development while focusing on community satisfaction

with the caliber of public services in Kediri City, Indonesia. In her study on sub-

Saharan African citizen views of local government responsiveness, Bratton (2012)

emphasized the need of paying attention to procedural aspects of performance.

Ishii, (2017) emphasizes the value of community involvement in local

government and lists essential elements of effective community involvement

programs. According to Capuno, (2010), civic engagement is positively impacted

by awareness of local government performance, which reinforces the necessity for

openness in local governance. When examining how innovative public

management techniques affect people' perceptions of local service performance,

Andrews, (2013) finds that while an entrepreneurial strategic orientation has a

favorable association, public-private relationships have a negative influence. In his

investigation of how regional institutional players draw BPO firms, Kleibert, (2014)
highlights the role that these players play in strategically combining regional

resources with the demands of global enterprises. In general, the aforementioned

articles underscore the need of community engagement, openness, and deliberate

efforts to influence the way the public views local government services in the

Philippines.

Sumeldan, (2021) emphasizes how crucial it is to incorporate community

opinions in the management of maritime resources since doing so can give

decision-makers fresh perspectives and garner support from the communities. In

mangrove forest management plans, coastal people must be included, as

evidenced by their use of ecosystem services and perceptions of them, which can

demonstrate their active participation in preserving these resources, (Quevedo,

2019). In his discussion of the institutional and political changes required for

successful local natural resource management, Catacutan, (2004) places special

emphasis on the state's need to establish the institutional framework and policies

that will enable community-initiated change. Su, (2008) study centers on how the

general public views the sustainable management of Laguna Lake, emphasizing

the ways in which attitudes, wealth, and a desire to manage the lake affect this

perception.

According to Mirasol, (2019), effective environmental management requires

cooperation between academic institutions, non-governmental organizations, and

local government units (LGUs). In his discussion of the obstacles to and prospects

for successful local government-level natural resource management (NRM),

Catacutan, (2004) highlights the significance of institutional and political change.

A case study of intermunicipal cooperation in Southeast Cebu Island is presented

by Eisma-Osorio, (2009), showing how local government structures can be

extended to meet more general objectives for ecosystem management. Wynne,

(2018) focuses on solid waste management and emphasizes the value of

community-based initiatives in enhancing SWM procedures, stressing the

necessity of dedicated and supporting local government units.

Governments are in charge of providing public services to the general

population in democracies. At the local level under such a system, it is imperative

to involve the public directly through channels for public involvement established

by all levels of government, as this fosters a direct contact with society. The

importance of consumer input is highlighted, especially in the PVG era, for

evaluating and ranking local government service delivery, (Bozeman, 2002; Lewis

et al., 2015). Public employees' and society's involvement in local government

governance is necessary to comprehend the overall picture of government service

delivery.

The country government takes accountability seriously, especially in light of

the lack of enforcement, (Rasli et al., 2020) and the relatively light penalty for

accountability offenses (The Star, 2010, 2013). In the country accountability refers

to the great obligation placed on government entities at all levels to act to enhance

service delivery performance. In order to fulfill its mandate of being able to "deliver

to the community," the federal government must be able to respond to requests for

citizen engagement, as it is unable to fulfill all local requirements. Offering a forum

for local residents to engage in the decision-making process is a sign of strong

accountability.

Local governments have the dual responsibility of guaranteeing both top-

down and bottom-up accountability in an ideal scenario. Both the federal and state

governments must have supervision functions in place in order to carry out policy

implementation through public financial management and service delivery

(Siddiquee, 2013). Local governments reflect the interests of its constituents in

policymaking and provide a voice to business associations, civil society

organizations, and individual people. This influences how people view public

accountability initiatives meant to improve local government oversight and ensure

that elected officials monitor government operations on behalf of their constituents.

It is required of local governments to do their tasks effectively and efficiently

(Teruki et al., 2019). More accountability and performance from local governments

are being demanded by the people and the government. The local daily media

frequently feature public accusations of the government's egregious

incompetence, misuse of authority, and bad planning (Salleh & Khalid, 2013;

Siddiquee, 2013; Siddiquee & Mohamed, 2013). The current state of local

government in Malaysia serves as a good example of the conventional top-down

method of local administration (Nooi, 2013). Specifically, since the elimination of

local elections in 1970, the Menteri Besar, or Chief Minister, has selected mayors

and presidents of local authorities, while political parties, especially in Peninsular

Malaysia, submit councilor nominations for consideration. As a result, people

cannot select a mayor or council members who can effectively represent their
interests, and councilors are not seen as fully independent (Lim, 2013; The Star,

2013).

Furthermore, local government leadership is reevaluating its position and

involvement in local affairs as a result of increased community awareness and

global influences that are currently challenging the system of centralized

management. People in the community are trying to assert their right to participate

in their local council's decision-making process and to be given more power (Nooi,

2013). This entails giving local government more authority and decentralizing its

autonomy, which is currently restricted in many national contexts, including

Malaysia.

The effectiveness of government is a key topic in study on public

administration. Governments all across the world are implementing performance

assessment methods to determine how well their programs meet the requirements

of their citizens. The concept of performance itself is vague, which makes it difficult

for experts to evaluate the government's performance even though high-quality

performance measurements are required. As of yet, there is not a performance

metric for the public sector that is generally accepted. In order to evaluate the

efficacy and efficiency of public service, a number of metrics have been used,

including personnel valuations, administrative performance scores, and citizen

satisfaction. Though these measurements are widely used in both academic and

practical contexts, there has not been much thought given to the link between

different performance measures outside of a narrow public administration

framework (Song & Meier, 2018).

 In recent years, there has been an increase in the use of public satisfaction

surveys as a measure for evaluating the effectiveness of government services.

Given the emphasis currently being placed on citizens as clients or customers, this

makes sense. The citizen satisfaction measure, according to Hjortskov (2017),

offers a comprehensive instrument to assess performance in intricate, even highly

complicated services with few objective measures available. Because of this,

citizen satisfaction surveys are a useful tool for evaluating how well the

government is performing (Miller et al., and Moynihan in Hjortskov, 2017).

According to Park & Blenkinsopp (in Mishra & Geleta, 2019), public

organizations that provide services to their citizens report exceptional levels of

citizen satisfaction. In many different disciplines, the concept of citizen satisfaction

has been widely employed as a survey instrument. Actually, according to Mishra

and Geleta (2019), one of the first proponents, Locke, described satisfaction as a

"pleasurable or positive emotional state resulting from the appraisal of one's job."

According to James, Lyons, et al., Hero and Durand, and Beck et al. in

Hjortskov (2017), citizen satisfaction can be defined as evaluative attitudes toward

a particular object or experience. The literature on citizen satisfaction has

traditionally focused on the factors that contribute to citizen satisfaction, such as

demographics, trust in the government, the quality of services, one's personal

interactions with street-level officeholders, ideology, and local political efficiency.

Increased public satisfaction keeps the government in power longer; hence,

it can devise novel ways to provide services to the populace and win their support

(Mishra & Geleta, 2019). According to Magoutas and Mentzas in Wirtz & Kurtz,
(2016), the new public administration views residents as clients or customers who

pay fees and taxes and would therefore acquire the service. As such, the

administration must meet the needs of clients or consumers about high-quality

services. As a result, the application of satisfaction gauges provides fresh and

pertinent data, contributing to the increasing interest in measuring and applying

this type of data for policy objectives. It is notable because it becomes crucial for

tracking advancement and educating decision-makers about the creation and

revision of policies, (Sánchez, 2020).

Productivity or output-input efficiency measures are most frequently utilized

in local government performance management under the prevalent public

management paradigm (Coe, 2013; Kelly, 2013). These measures are generally

chosen over measurements of outcomes (Barzelay, 2013; Kelly, 2013). “Outputs”

are characterized in terms of (1) workload, (2) some measure of efficacy, and (3)

equipment and people utilization rates. These objective measures include

productivity values from the business sector into the provision of public services

(Kelly, 2003). Objective performance management using "hard indicators" fails to

be responsive to public demand in the context of decentralized local governance,

where the goals and practices of (municipal) administration are ideally citizen-

oriented and/or citizen-driven (Giannocarro et al., 2013) (Glaser and Bardo, 2013).

In the 1980s and 1990s, there was a "reinventing government" reform

movement, which gave rise to citizen survey research (Osborne and Gaebler,

2013). This movement brought back "soft indicators," such as citizen satisfaction,

to public performance management (Stipak 2013; Bouckaert & Van de Walle,

2013). Public administrators and technical managers are increasingly turning to

citizen satisfaction surveys as a tool of choice to measure the "outcomes" of

service delivery based on the perception and opinion of the citizens who use public

services (Swindell & Kelly, 2013; Kelly, 2013; Cassia & Magno, 2013; Stipak,

2013). The application of citizen satisfaction research strengthens the components

of accountability (by keeping the public sector accountable for government

performance) and participation (by giving citizens a "voice" in the government's

decision-making processes) under the framework of "good governance" (Swindell

and Kelly, 2013; Glaser & Bardo, 2013; Manasan et al., 2013).

Many people consider the current direct democratic interaction between the

people and the local government's governing mechanisms to be the most

accountable form of public service (Murphy, Ferry, Glennon, & Greenhalgh, 2019).

The Citizen Satisfaction Index System (CSIS) was introduced in 2013 by the

Department of the Interior and Local Government (DILG) to measure citizens'

awareness, satisfaction, and availability with the essential basic services provided

by their local governments. The Department has consistently worked to strengthen

local government units (LGUs) by supporting them in fulfilling their duty to ensure

the welfare of the populace and providing oversight in areas where the provision

of essential services, as required by the Local Government Code of 1991, needs

to be improved.

Measures of respondent awareness, availability, satisfaction, and

importance of the seven basic services (health, education, social welfare,

governance and response, public works and infrastructure, environment,

economic and investment promotion) provided by Santiago City administration are

part of CSIS, a client/citizen perception-based performance valuation.

Synthesis

The reviewed literature underscores the intricate web connecting local

government service delivery to various critical dimensions, each playing a pivotal

role in shaping community perception. Financial administration and sustainability

emerge as foundational pillars, highlighting the importance of sound fiscal

management to ensure the continued provision of essential services.

The need for local governments to proactively plan and implement methods

that defend citizens' well-being during unforeseen catastrophes is highlighted by

the fact that disaster preparedness stands out as a critical component of

community resilience.

Three key factors that shape how the community is perceived are safety,

peace, and order. In addition to promoting a sense of security, good administration

in these sectors also improves the community's general standard of living.

Social protection and sensitivity emerge as crucial elements in addressing

the diverse needs of the population. A socially responsive local government,

attuned to the vulnerabilities of its residents, is better equipped to deliver services

that promote inclusivity and well-being.

The business-friendliness and competitiveness of a locality are identified as

factors influencing economic growth and community development. A supportive

business environment not only attracts investment but also contributes to job

creation and overall prosperity.

Environmental management emerges as a key consideration in sustainable

governance. A conscientious approach to environmental issues ensures the

preservation of natural resources and contributes to the long-term well-being of the

community.

When examining the community environment, facility environment, safety

environment, medical environment, and social environment, it becomes evident

that these interconnected elements collectively shape the overall community

experience. A holistic understanding of these factors is essential for local

governments to tailor their services effectively.

In essence, the synthesis of the reviewed literature emphasizes the

multifaceted nature of community perception, with each dimension playing a

unique and interconnected role. It highlights the need for a comprehensive and

integrated approach by local governments to address these dimensions, fostering

a positive and inclusive community environment.

 Chapter III

Research Methodology

This chapter presents the research methodology. It includes the research

design, respondents of the study, sampling technique, research instrument, data

gathering procedure, and statistical treatment of data.

Research Design

This study will employ a quantitative method and utilize a descriptive-

correlational research design to examine the relationship between variables

through observation and survey to gather necessary data for the study. Descriptive

correlational design aims to describe the relationship between variables rather

than assume cause and effect correlations. Lappe (2000) emphasized that when

the independent variables are outside the researcher's control, descriptive

correlational studies can be helpful in explaining the relationship between two

phenomena. Since this study focuses on investigating the relationship between

community environment and level of satisfaction on local government service

delivery systems as well as the relationship between community environment and

the community quality of life, this research design is appropriate for the study.

Moreover, descriptive correlational research has the benefits of being

simple, usually inexpensive, and fast to do. This study will investigate the level of

agreement on community environment in 2nd district of laguna in terms of facility

environment, safety environment, medical environment, and social environment.

Hence, the crucial preliminary research for more investigations which will be
carried out to ascertain the causes and effects of relationships between variables

should be evident.

Respondents of the Study

The respondents of this study will be two hundred (n = 200) officials from

the 2nd district of Laguna which includes the municipality of Bay, Los Baños and

Cabuyao. Specifically, the respondents will be officials who are engaged in the

local government service deliveries. They are the fundamental political unit in the

community, responsible for organizing and carrying out government initiatives,

programs, and basic services. It also acts as a platform for the community's

opinions to be expressed and taken into consideration.

Barangay officials play a crucial role in the local community's empowerment

to national government organizations (Boysillo, 2017). They are essential for this

study since they are at the heart of local government service delivery which

indicates that their experiences and opinions are crucial for assessing the

effectiveness and quality of these services. Their feedback can help drive

improvements and enhance the overall well-being of the communities within the

district.

Sampling Technique

This study will use a stratified random sampling to equally select the respondents

which will accurately reflect the population being studied. It is a technique where

the characteristics of a variable are interpreted in relation to the target population

of the study. This study focuses on selecting an equal number of barangay officials

from the three municipalities and their respective barangays to form a group of

officials who will serve as the respondents of the study. Hence, this sampling

technique will be appropriate for this study.

Iliyasu & Etikan (2021) stated that stratified random sampling is a technique

where a selection of objects has been made from the population through random

selection and classification. The target population element is divided into

homogenous, mutually exclusive segments, and a simple random sample is

selected for each segment.

Research Instrument

The instrument utilized in the study consisted of four sections focused on

demographic profile of the respondents, level of satisfaction on local government

service delivery system, level of agreement on community environment and quality

of life.

For the first section, demographic profile of the respondents which consists

of age; sex; source of income; status of employment; net income; and residency.

On the other hand, the second section which covers the level of satisfaction on

local government service delivery system was adopted from Republic Act No.

11292 or The Seal of Good Local Governance Act of 2019. This consist of thirty

(30) items divided into seven parts: financial administration and sustainability,

disaster preparedness, social protection and sensitivity program, health

compliance and responsiveness, programs for sustainable education, business

friendliness and competitiveness, safety, peace and order, environmental

management, tourism, heritage development, culture and arts, and youth

development. The checklist will use a four-point Likert scale equivalent to very

satisfied, satisfied, dissatisfied and very dissatisfied.

The third section presents the Level of Agreement on Community

Environment. It was adapted from the research of Lee and Park (2018) entitled

“Perception of Community Environment, Satisfaction with Local Government and

Quality of Life: The Case of Gyeonggi, Korea” from open access journal of Social

Sciences under MDPI. This consists of seventeen (17) items divided into four

parts: facility, safety, medical and social environment. This will use a four-point

Likert scale ranging from strongly agree, agree, disagree, and strongly disagree.

Finally, the fourth section focuses on the quality of life was adapted from

the World Health Organization Quality of Life Brief Version (WHOQOL-BREF)

Instrument (WHO, 2012). The copy was accessed by completing user’s agreement

at the University of Washington’s website where it was emphasized that no

modifications, reproduction and translation will be done on the instrument unless

informed and approved by University of Washington. This consisted of 26 items

divided into four parts: physical health, psychological, social relationships and

environmental health. This used a four-point Likert scale ranging from very high,

high, low and very low.

Research Procedure

To commence the data gathering, the researcher will seek approval from the

research adviser and associate dean of the College of Business Administration

and Accountancy. Upon approval of the request letter, the researcher quickly got

in touch with the mayor’s office of each municipality in the 2nd district of laguna to

ask for permission for the conduct of the study. Strict adherence to ethical

standards will be made to guarantee both the respondents' welfare and the privacy

of the data.

The researcher will personally deliver the questionnaire to the barangay hall

of the chosen respondents in each municipality after obtaining authorization. To

guarantee that the officials could easily finish the survey, they will be given clear

instructions. This will be conducted within three (3) weeks of personal visitation of

the researcher on the respondents.

Following the collection, the data will be tallied and tabulated by the

researcher using an Excel spreadsheet. After that, using the tabulated data as a

basis, the researcher will present, examine, and explain the findings. The

researcher will also work with a selected statistician who will professionally use the

right statistical methods for data treatment in order to answer the research

questions that will be presented in the study.

Statistical Treatment of Data

The analysis and interpretation of the gathered data involved the utilization of

several statistical tools, including the following:

 The frequency and percentage will be used to quantify the different aspects

of age, sex, Source of income, status of employment, net income (Monthly) and

residency among the respondents.

The weighted mean will be calculated to determine the average of each

variable, taking into account the assigned weights for the Likert scale responses.

This provided an overall measure of the level of agreement on community

environment as well as the level of satisfaction on local government service

delivery systems and the quality of life among the respondents in the 2nd District

of Laguna.

To measure the variability or dispersion of the scores within each variable,

the standard deviation will be calculated. It shed light on how far the responses of

the participants varied from the mean.

The Pearson Product-Moment Correlation Coefficient will be employed to

examine the significant relationships between community environment and level

of satisfaction on local government service delivery systems as well as community

environment and the community quality of life. It will also be used to determine the

significant relationship between level of satisfaction on local government service

delivery systems and the community quality of life in 2nd District of Laguna.
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 APPENDIX

SURVEY QUESTIONNAIRE
“COMMUNITY PERCEPTION ON LOCAL GOVERNMENT SERVICE DELIVERY
SYSTEM IN 2ND DISTRICT OF LAGUNA”

Instructions: Kindly read and state your degree of agreement/ disagreement with the
following statements. Put a Check (/) in the box which corresponds to your choice of
answer.

Part I. Profile of respondents

Age: _____ Sex: [ ] Male [ ] Female

Source of Income: Employment Status:

[ ] Salary [ ] Unemployed
[ ] Income from business [ ] Part-time
[ ] Cash remittances from family [ ] Full-time
[ ] Pension [ ] Retired
[ ] Student

Monthly Net Income: How many years have you lived at your
[ ] less than P10,000 current residence?
[ ] P10,001-P20,000 [ ] less than 1 year
[ ] P20,001-P30,000 [ ] 1-5 years
[ ] P30,001-P40,000 [ ] 6-10 years
[ ] P40,001-P50,000 [ ] 10-15 years
[ ] more than P50,000 [ ] more than 15 years

Part II. Level of Satisfaction on Local Government Service Delivery System in 2nd
District of Laguna
This section focused on the assessment on the Level of Satisfaction on Local Government
Service Delivery System in 2nd District of Laguna. Please refer to the four-point Likert
scale below.

4 – Very Satisfied; 3 – Satisfied; 2 – Dissatisfied; 1 – Very Dissatisfied

2.1. Financial Administration and Sustainability 4 3 2 1

2.1.1. Compliance with the Barangay Full Disclosure Policy (BFDP) Board
2.1.2 Innovations on revenue generation or exercise of corporate powers
2.1.3 Approval of the Barangay Budget on the Specified Timeframe
2.1.4 allocation for Statutory Programs and Projects as Mandated by Laws
and/or Other Issuances
2.1.5 Posting of the Barangay Citizens’ Charter (CitCha)
2.1.6 Release of the Sangguniang Kabataan (SK) Funds by the Barangay
2. 1.7 Conduct of Barangay Assembly for CY 2022 (2nd Semester)
 2.2. Disaster Preparedness 4 3 2 1
2.2.1 Functionality of the Barangay Disaster Risk Reduction and
Management
Committee (BDRRMC)
2.2.2 Extent of Risk Assessment and Early Warning System (EWS)
2.2.3 Extent of Preparedness for Effective Response and Recovery
2.3. Safety, Peace and Order 4 3 2 1
2.3.1 Functionality of the Barangay Anti-Drug Abuse Council (BADAC)
2.3.2 Functionality of the Barangay Peace and Order Committee (BPOC)
2.3.3 Functionality of the Lupong Tagapamayapa (LT)
2.3.4 Maintenance of Updated Record of Barangay Inhabitants (RBIs)
2.3.5 Organization and Strengthening Capacities of Barangay Tanod
2.3.6 Barangay Initiatives During Health Emergencies
2.3.7 Conduct of Monthly Barangay Road Clearing Operations (BaRCO)
2.4. Social Protection and Sensitivity 4 3 2 1
2.4.1 Functionality of Barangay Violence Against Women (VAW) Desk
2.4.2 Access to Health and Social Welfare Services in the Barangay
2.4.3 Functionality of the Barangay Development Council (BDC)
2.4.4 Representation of CSOs/NGOs in the Barangay-Based Institutions
(BBIs)
2.4.5 Implementation of the Kasambahay Law
2.4.6 Functionality of the Barangay Council for the Protection of Children
(BCPC)
2.4.7 Mechanism for Gender and Development (GAD)
2.5. Business-Friendliness and Competitiveness 4 3 2 1
2.5.1 Power to Levy Other Taxes, Fees, or Charges
2.5.2 Compliance to Section 11 of RA 11032 of the Ease of Doing Business
Law
2.5.3 Issuance of Barangay Clearance not covered by DILG MC No. 2019-
177 such as: residency, indigency, etc, within seven (7) working days
2.6. Environmental Management 4 3 2 1
2.6.1 Functionality of the Barangay Ecological Solid Waste Management
Committee (BESWMC)
2.6.2 Existence of a Solid Waste Management Facility Pursuant to R.A.
9003
2.6.3 Provision of Support Mechanisms for Segregated Collection

Part III. Level of Agreement on Community Environment in 2nd District of Laguna

This section focused on the assessment on the Level of Agreement on Community
Environment in 2nd District of Laguna. Please refer to the four-point Likert scale below.

4 – Strongly Agree; 3 – Agree; 2 – Disagree; 1 – Strongly Disagree

3.1. Facility Environment 4 3 2 1

3.1.1. Satisfactory commercial facilities
3.1.2. Satisfactory public institutions
3.1.3. Satisfactory cultural facilities
 3.1.4. Satisfactory welfare facilities
3.1.5. Satisfactory green park
3.2. Safety Environment 4 3 2 1
3.2.1. Safety level of violent crimes
3.2.2. Safety level of fire accidents
3.2.3. Safety level of infectious diseases (i.e., MERS and COVID-19)
3.2.4. Safety level of industrial accidents
3.2.5. Safety level of traffic accidents
3.2.6. Safety level of natural disasters (i.e., floods and typhoons)
3.3. Medical Environment 4 3 2 1
3.3.1. Sufficiency of medical services
3.3.2. Sufficiency of emergency medical services
3.3.3. Sufficiency of infectious-disease management services
3.4. Social Environment 4 3 2 1
3.4.1. Degree of obtaining help from neighbors
3.4.2. Degree of helping neighbors
3.4.3. Degree of trust in neighbors

Part IV. Quality of Life

This section focused on the assessment on the Quality of Life in 2nd District of Laguna.
Please refer to the four-point Likert scale below.

4 – Very High; 3 – High; 2 – Low; 1 – Very Low

Physical Health 4 3 2 1
1. Pain and discomfort
2. Medical treatment
3. Energy
4. Discomfort
5. sleep
6. ability to perform daily living activities
7. capacity for work
Psychological 4 3 2 1
1. Positive feelings
2. Self-esteem
3. Thinking, learning, memory and concentration
4. Bodily image and appearance
5. Satisfy with you
6. Negative feelings
Social Relationships 4 3 2 1
1. Personal relationship
2. Social support
3. Sexual activity
Environmental Health 4 3 2 1
1. Freedom, physical safety and security
2. Physical environment
3. Financial resources
4. Opportunities for acquiring new information and skills
 5. Participation in and opportunities for recreation/leisure
6. Home environment
7. Health and social care: accessibility and quality
8. Transport
Overall Quality of Life and General Health 4 3 2 1
1. Overall Quality of Life
2. General Health

Comments and Suggestions

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Respondent’s Signature