Environment and Social Psychology

How low-income clients view the customer service delivery of government offices in Basilan province, Philippines

Sermahal T. Askali

College of Humanities, Social Sciences and Communication, Basilan State College, Isabela City, Basilan, 7300, Philippines

DOI: https://doi.org/10.59429/esp.v10i3.3423

Keywords: customer service; government services; satisfaction; trust

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Abstract

Understanding the experiences of low-income clients in accessing government services is essential in addressing barriers that hinder equitable service delivery. This study assesses the perception and experience of low-income clients regarding the quality of customer service provided at government offices in the Province of Basilan, Philippines. Low-income clients (n=25) were purposively sampled to participate in one-on-one interviews. Narratives were collected which shaped the understanding about the state of customer treatment and service quality in accessing government services and assistance in the province. Clients often described their interactions as physically and emotionally exhausting, citing long wait times, slow service, and inefficient systems, which intensified their frustrations. The service process was perceived as disorganized, with clients frequently redirected between departments and receiving unclear instructions. Many reported feelings of being dismissed by government personnel, as interactions lacked empathy and were perceived as impersonal and transactional. Conversely, when government staffs communicated effectively, showed empathy, and provided clear, organized guidance, clients expressed increased trust and satisfaction. Good treatment, including kindness and patience from staff, was crucial in enhancing clients' overall experience, while well-organized systems with clear instructions and follow-up contributed to a more positive perception of the service. Some of the efforts necessary to improve the perception of trust and client satisfaction include investment in employee development, emphasis on clear communication, respect, and empathy. Consequently, government services should streamline processes, reduce wait times, and improve digital infrastructure to ensure more efficient and accessible service delivery for low-income clients. In addition, enhancing staff training on empathy and communication skills would build supportive and respectful environment, ultimately boosting client satisfaction and trust over government services.

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