Variance in Agency Satisfaction Rating

Cathy M. Garcia, Carla L. Bulacan


In the public sector,the only way to assess performance is by measuring citizen’s satisfaction. One of the factors that affect customer satisfaction in the public sector is leadership. With regards to the president’s administration, no study yet was conducted regarding its impact on the overall performance of the national agencies during his/her term. Moreover, the consistency of the national agencies’ performance per president has not yet been studied. This study utilized a descriptive design using exploratory data analysis to analyze the consistency in the agency ratings for two presidential terms in the Philippines from the last two decades. Through manual clustering, the agencies were grouped according to underlying common functions. Results showed that the performance of the agencies in the justice and social welfare groups are almost the same regardless of who the incumbent president is. However, the finance group shows a big difference in the mean and standard deviation of the agencies between two presidential terms. The results of the study show that President X’s finance group has lower means and higher standard deviations than that of President Y’s finance group, which suggest that the latter is probably more effective in improving the financial stability of the country. Thus, the president’s leadership has a significant impact on the performance of the agencies under the finance group.


Agencyrating;Customer satisfaction; Leadership;Manual clustering


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