PUBLIC VALUE OF BUSINESS PERMITS AND LICENSING OFFICE (BPLO), SAN PABLO CITY: A BASIS FOR PROPOSED GUIDELINES FOR PREMIER FRONTLINE SERVICES

This descriptive-quantitative study examines the public value of the Business Permits and Licensing Office (BPLO) in San Pablo City, focusing on business owners' perceptions of service quality, organizational effectiveness, and trust development. The study utilized a researcher-made questionnaire to assess the efficiency of the BPLO and respondent satisfaction. Stratified sampling was employed to survey 435 business owners from various business types, including sole proprietors, cooperatives, partnerships, and corporations. Data analysis was conducted using mean, percentage, and Chi-Square Test of Independence. The findings revealed that while business owners expressed overall satisfaction with BPLO services, certain areas for improvement were identified, particularly in organizational efficiency. These results emphasize the need for ongoing monitoring and evaluation to sustain positive feedback and ensure continued service quality. To further enhance BPLO's performance and solidify its status as a premier frontline service provider, the study recommends addressing low-performing areas highlighted by the research and adopting the proposed guidelines for improved service delivery and management.