Service Quality and Client Satisfaction in a Philippine Transport Regulatory Agency: A SERVQUAL Analysis of the Land Transportation Office in Bais City

This study examined clients’ level of satisfaction with the services of the Land Transportation Office (LTO) District Office in Bais City, Philippines, and determined the relationship between service quality and client satisfaction. Using a descriptive correlational research design, data were collected from 450 clients who completed transactions related to motor vehicle registration, driver’s licensing and permits, and law enforcement and adjudication. A SERVQUAL-based questionnaire was utilized to assess service quality in terms of tangibles, reliability, responsiveness, assurance, and empathy, as well as overall client satisfaction. Descriptive statistics and Spearman’s rank-order correlation were employed for data analysis. Results revealed that LTO personnel performance across all SERVQUAL dimensions was rated Outstanding, while overall client satisfaction was rated Very Satisfied. Significant positive relationships were found between personnel performance and client satisfaction across all service quality dimensions, with responsiveness and assurance demonstrating the strongest associations. Conversely, no significant relationships were observed between client satisfaction and demographic variables such as age, sex, and educational attainment, nor were there significant differences in satisfaction when grouped according to the type of service availed. The findings underscore the importance of consistent, professional, and responsive frontline service delivery in strengthening public trust and advancing citizen-centered governance in public institutions.