Level Of Acceptance and Customer Satisfaction on Virtual Pag-Ibig Among Overseas Filipino Workers (OFWs)
DOI:
https://doi.org/10.65339/ijsis.V1.I3.136Keywords:
Customer Satisfaction, E-Government, Intention to Use, Overseas Filipino Workers, Perceived Ease of Use, Perceived Usefulness, Technology Acceptance, Technology Acceptance Model, Virtual Pag-IBIGAbstract
This study examined the level of technology acceptance and customer satisfaction with Virtual Pag-IBIG among Overseas Filipino Workers (OFWs), focusing on perceived usefulness, perceived ease of use, intention to use, trust, and satisfaction. Anchored in the Technology Acceptance Model (TAM), the study employed a descriptive-evaluative research design and survey method. Data were collected from 490 OFWs associated with selected Manning Agencies and Pag-IBIG Fund OFW Centers using a researcher-made questionnaire that underwent Cronbach Testing for reliability. Data were analyzed using frequency counts, percentages, mean, ranking, and Chi-square distribution. Respondents rated Virtual Pag-IBIG as acceptable in perceived usefulness, perceived ease of use, and intention to use, and were satisfied with trust in the e-government website, overall user satisfaction, and technology acceptance. Acceptance differed significantly according to educational attainment, occupation, and source of information about Virtual Pag-IBIG, while customer satisfaction also differed across selected respondent characteristics. Technology-acceptance variables were significantly and positively related to customer satisfaction, with intention to use showing the strongest relationships with trust (0.838), user satisfaction (0.791), and technology-related satisfaction (0.777), all at p=0.000. The study concludes that OFWs generally demonstrate favorable acceptance and satisfaction with Virtual Pag-IBIG and recommends strengthening customer support, security and privacy communication, OFW feedback, usability testing, clear instructions, infrastructure, awareness, and user training. The study aligns with SDG 8 (Decent Work and Economic Growth), SDG 9 (Industry, Innovation and Infrastructure), SDG 10 (Reduced Inequalities), SDG 16 (Peace, Justice, and Strong Institutions), and SDG 17 (Partnerships for the Goals), particularly through digital access, inclusion, institutional efficiency, and public-service delivery. Its sustainability impact encompasses socio-economic, technological, community, and institutional sustainability by supporting accessible, trustworthy, responsive, and sustainable digital government services for geographically dispersed OFWs.
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