STAKEHOLDERS' SATISFACTION ON SERVICE QUALITY OF E-GOVERNANCE IN THE PHILIPPINES

This paper examined stakeholders’ satisfaction with e-governance service quality in the Philippines using the
Preferred Reporting Items for Systematic Reviews and Meta-analysis (PRISMA). Seventeen (17) publications
met the eligibility criteria, sourced from ScienceDirect (53%), ResearchGate (24%), and Google Scholar (24%).
The studies consisted of quantitative (65%), qualitative (29%), and mixed-method (6%) designs, with data
drawn from both primary (53%) and secondary (47%) sources. Based on the systematic review, eight (8) key
determinants of satisfaction were identified, including system responsiveness, accessibility, reliability,
transparency, data privacy compliance, digital literacy, infrastructure readiness, and timeliness of transactions.
Nine (9) recurring challenges affecting e-governance quality also emerged, such as weak implementation of
digital policies, limited ICT infrastructure, cybersecurity concerns, staff capacity issues, low stakeholder
awareness, accessibility gaps, and inter-agency coordination problems. Although digital governance laws exist,
persistent gaps in implementation and sustainability require urgent attention to improve service quality and
strengthen stakeholder satisfaction.