Citizen Satisfaction with Local Government Support to Education in Uson, Masbate: Basis for Improved Public Service Delivery

Abstract

This study assessed citizen satisfaction with local government support to education in Uson, Masbate, focusing on citizens’ awareness, availment, and satisfaction with educational services and identifying areas requiring improvement. It was anchored on Expectancy-Disconfirmation Theory, the SERVQUAL Model of Service Quality, and Public Value Theory. A descriptive-quantitative research design was employed using a structured questionnaire administered to 300 citizens from Poblacion, Crossing, Buenavista, Buenasuerte, and Quezon through convenience sampling. Data were analyzed using frequency, percentage, weighted mean, and One-Way Analysis of Variance (ANOVA). Findings showed that awareness was highest for support for public schools (89.00%), while scholarship or educational assistance was the most widely availed service (81.67%). Respondents were very satisfied with scholarship or educational assistance (M = 3.33), school supplies and learning materials (M = 3.38), and support for public schools (M = 3.41). Nevertheless, respondents identified the need for more public-school support, improved availability and timely delivery of educational assistance, easier access to services, and improved processes for receiving assistance. ANOVA indicated a statistically significant difference among the groups in terms of the variable assessed. The study recommends strengthening information dissemination, accessibility, timeliness, resource provision, and the use of citizen assessments in monitoring and improving educational programs. The study supports SDG 4 (Quality Education), SDG 16 (Peace, Justice and Strong Institutions), and SDG 17 (Partnerships for the Goals) by promoting accessible educational support, responsive local governance, and stakeholder coordination. Its sustainability impact lies in providing locally grounded evidence that can strengthen educational service delivery, institutional responsiveness, resource provision, and coordination in Uson, Masbate.