SSS Diliman Going Digital: A Study on its Effect Towards Quality Service Delivery

The rapid evolution of digital technologies has reshaped public service delivery worldwide, with government agencies adopting digital platforms to enhance efficiency, transparency, and accessibility. In the Philippines, the Social Security System (SSS) has embraced digital transformation in response to legislative mandates such as the Ease of Doing Business Act (RA 11032) and rising public expectations. This study focuses on the SSS Diliman Branch, examining how its digital initiatives, including the My.SSS portal, mobile application, and E-Center facilities, affect service quality and customer satisfaction. A quantitative research design was employed, combining descriptive-evaluative and causal approaches. Data were collected through a structured survey administered to 385 randomly selected members transacting at the Diliman E-Center in January 2025. The instrument measured service quality using the SERVQUAL framework (tangibility, reliability, assurance, empathy, responsiveness) and assessed digitalization and satisfaction on a five-point Likert scale. Partial Least Squares Structural Equation Modeling (PLS-SEM) was applied to test direct and indirect relationships among service quality, digitalization, and customer satisfaction. Findings revealed consistently high ratings across all SERVQUAL dimensions, with assurance (M = 4.64) as the highest-rated factor, underscoring confidence in staff competence and system security. Digitalization assessment yielded strong satisfaction (overall M = 4.54), with ease of use (M = 4.56) and clarity of instructions (M = 4.58) as key strengths, though convenience (M = 4.51) showed minor access issues. Customer satisfaction was very high (overall M = 4.65), with respondents strongly agreeing that digital services improved their overall experience (M = 4.69) and expressing loyalty through recommendations (M = 4.67). Structural model testing confirmed that service quality significantly influenced both digitalization (β = 0.784, p = 0.000) and customer satisfaction (β = 0.844, p = 0.000). However, digitalization alone did not have a significant direct effect on satisfaction (β = 0.018, p = 0.784). The study demonstrates that while digitalization enhances accessibility, efficiency, and trust, customer satisfaction is primarily driven by service quality dimensions rather than digital tools alone. This suggests that technology must be complemented by reliable, empathetic, and competent service delivery to achieve meaningful improvements. The findings provide practical insights for SSS management in refining digital strategies and highlight the broader implications of digital governance reforms in the Philippine public sector.