📄 Abstract
This study examined the level of implementation of Computer-Assisted and Tracked Feedback Mechanisms (CATFM) and their influence on response efficiency and client satisfaction in the Department of Public Works and Highways (DPWH) District Offices in Region IV-A CALABARZON. Using a quantitative research design, data were collected from 132 clients through a validated survey instrument. The study assessed five dimensions of CATFM implementation—accessibility compliance, clear data collection and communication, visibility and availability, efficient tracking and resolution, and regular reporting and analysis—and their relationship with response efficiency and client satisfaction. Results revealed a very high level of CATFM implementation across all dimensions, with slightly lower ratings in visual accessibility customization and feedback revision options. Response efficiency and client satisfaction were also rated very high, though areas such as client involvement in evaluating response timeliness and the depth of feedback responses showed room for improvement. Correlation analysis indicated significant positive relationships between CATFM implementation and both response efficiency and client satisfaction. Notably, regular reporting and analysis, along with efficient tracking and resolution, emerged as the strongest predictors of both outcomes. The findings underscore the importance of structured, transparent, and inclusive feedback systems in enhancing public service delivery. Recommendations include improving visual accessibility features, enabling feedback revisions, and strengthening client engagement in evaluating service responsiveness.
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📚 How to Cite:
Sta. Ana, Jericho V, Dabao, Mona Lisa E , LEVEL OF IMPLEMENTATION OF COMPUTER-ASSISTED AND TRACKED FEEDBACK MECHANISM: INFLUENCE ON RESPONSE EFFICIENCY AND CLIENT SATISFACTION , Volume 11 , Issue 7, July 2026, EPRA International Journal of Research & Development (IJRD) , Pages: 98 - 109 ,