RESTORING TRUST AND BUILDING INTEGRITY AMONG EXTERN AI, STAKEHOLDERS AT THE DEPARTMENT OF PUBLIC WORKS AND

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CORDILLERA ADMINISTRATIVE REGION, BAGUIO CITY A Thesis

Central University Baguio City In Partial Fulfilment of the

1 RESTORING TRUST AND BUILDING INTEGRITY AMONG EXTERN AI, STAKEHOLDERS AT THE DEPARTMENT OF PUBLIC WORKS AND HIGHWAYS - CORDILLERA ADMINISTRATIVE REGION, BAGUIO CITY A Thesis Presented to the Faculty of the Graduate School Baguio Central University Baguio City In Partial Fulfilment of the Requirements of the Course MASTER IN PUBLIC ADMINISTRATION MARIFEL G. PANYO May 2017

ABSTRACT Name o f Institution Address Title Baguio Central University 18, Bonifacio Street, Baguio City RESTORING TRUST AND BUILDING INTEGRITY AMONG EXTERNAL STAKEHOLDERS AT THE

D The main purpose of this study was to assess the importance of restoring trust and building integrity among external stakeholders at the Department of Public Works and Highways

The study was focused on the degree o f importance of restoring trust between the DPWH - CAR employees and external stakeholders, the level of satisfaction of the external

4 ABSTRACT Name o f Institution Address Title Baguio Central University 18, Bonifacio Street, Baguio City RESTORING TRUST AND BUILDING INTEGRITY AMONG EXTERNAL STAKEHOLDERS AT THE DEPARTMENT OF PUBLIC WORKS AND HIGHWAYS - CORDILLERA ADMINISTRATIVE REGION, BAGUIO CITY Researcher Adviser MARIFEL G. PAN AYO ESTRELLA V. BISQUERA, Ph. D The main purpose of this study was to assess the importance of restoring trust and building integrity among external stakeholders at the Department of Public Works and Highways - Cordillera Administrative Region. The study was focused on the degree o f importance of restoring trust between the DPWH - CAR employees and external stakeholders, the level of satisfaction of the external stakeholders towards the integrity o f employees of DPWH - CAR, and the level o f effectiveness o f the suggested measures to ensure the restoration of trust and building o f integrity between the DPWH - CAR employees and external stakeholders. Hence, to attain the purpose of this study, the researcher used the descriptive survey method o f research.

ACKNOWLEDGMENT The researcher would like to express her sm cerest gratitude and appreciation first and foremost to the ALMIGHTY FATHER, for the life, wisdom, knowledge, guidance, and unconditional

5 ACKNOWLEDGMENT The researcher would like to express her sm cerest gratitude and appreciation first and foremost to the ALMIGHTY FATHER, for the life, wisdom, knowledge, guidance, and unconditional love that He continuously gives to the researcher and her family; Madam Margarita Cecilda B. Rillera, Baguio Central University President, for continuing the baton of leadership of managing the university, where many graduate students were able to finish their graduate studies; Mr. Marcial S. Awat, Program Coordinator o f the Master in Public Administration, for guiding the researcher; Dr. Estrella V. Bisquera, the researcher s adviser, for having been an instrument in the completion of this study by patiently guiding and encouraging die researcher; To the panel of examiners led by Dr. Jose R. Balcanao, Mr. Marical S. Awat, and Dr. Samuel K. Neyney for their suggestions and recommendations for the better output of the research; Engr. Nerie D. Bueno, CESO IV, DPWH - CAR, Regional Director for approving the request of the researcher to conduct and float her questionnaires within the DPWH - CAR s regional office; and To the respondents of the study, for their cooperation in accomplishing the questionnaire given to them by the researcher. M. G. P.

... x FIGURE U S E D.... xii CHAPTERS 1 THE PROBLEM Background of the Study.

7 n n ««iu u m i i m i v n i i i i m i i i fev i viil TABLE OF CONTENTS Page TITLE PAGE..... ; S APPROVAL SHEET ii PANEL OF EXAMINERS..... ill ABSTRACT..... iv ACKNOWLEDGMENT vi D E D I C A T I O N.... vii TABLE OF CONTENTS..... vili LIST OF T A B L E S.... x FIGURE U S E D.... xii CHAPTERS 1 THE PROBLEM Background of the Study. Conceptual Framework of the Study 1 4 Paradigm of the Study 5 Statement of the Problem. 7 Null Hypotheses Scope and Delimitation of the Study 8 Definition of Terms 9 Significance of the Study. 11 / *

^ imauiu u in in H ivm iin aii i uiiiufumi vivhimi 2 RESEARCH DESIGN AND METHODOLOGY Research Design...... 13 Locale and Population of the Study 13 Data Gathering Tool.

... 19 4 CONCLUSIONS AND RECOMMENDATIONS. 57 R E F E R E N C E S.... 59 APPENDICES A Endorsement Letter from the MPA - Program Coordinator.

8 ^ imauiu u in in H ivm iin aii i uiiiufumi vivhimi 2 RESEARCH DESIGN AND METHODOLOGY Research Design Locale and Population of the Study 13 Data Gathering Tool Reliability and Validity of the Instrument. 15 Data Gathering Procedure Statistical Treatment of Data RESULTS AND DISCUSSIONS CONCLUSIONS AND RECOMMENDATIONS. 57 R E F E R E N C E S APPENDICES A Endorsement Letter from the MPA - Program Coordinator. 61 B Letter to the DPWH - CAR Regional Director 62 C Letter to the Respondents D Questionnaire E Reliability and Validity of the Questionnaire 68 F t- te s t Computation for Table lb CURRICULUM V I T A E

LIST OF TABLES Table Page 1 Degree of Importance of Restoring Trust and Building Integrity Between the DPWH - CAR Employees and External Stakeholders as Perceived by the Employees 20 1 a Degree of

of the Employees and the Stakeholders on the Degree of Importance of Restoring Trust and Building Integrity Between the DPWH - CAR Employees and External Stakeholders.

9 LIST OF TABLES Table Page 1 Degree of Importance of Restoring Trust and Building Integrity Between the DPWH - CAR Employees and External Stakeholders as Perceived by the Employees 20 1 a Degree of Importance of Restoring Trust and Building Integrity Between the DPWH - CAR Employees and External Stakeholders as Perceived by the Stakeholders 23 lb Summary and Comparison Between the Perceptions of the Employees and the Stakeholders on the Degree of Importance of Restoring Trust and Building Integrity Between the DPWH - CAR Employees and External Stakeholders Level of Satisfaction of the External Stakeholders Towards the Integrity of Employees of DPWH - CAR as Perceived by the Personnel a Level of Satisfaction of the External Stakeholders Towards the Integrity of Employees of DPWH - CAR as Perceived by the Stakeholders b Summary and Comparison Between the Perceptions of the Employees and the Stakeholders on the Level of Satisfaction of the External Stakeholder Towards Integrity of Employees of DPWH - CAR

10 FIGURE USED Figure Page 1 Paradigm o f the Study

S P BA6U10 ClNTBAi UIHWIRSITY GRUDUOTt STUDIES page Chapter 4 CONCLUSIONS AND K l(()mmendation This chapter presents the conclusions and recommendations of the study.

Very much importance was given in restoring trust and integrity between the Department of Public Works and Highways - CAR employees and the stakeholders in view of the need for employees to be

The stakeholders were very much satisfied with the integrity o f the Department of Public Works and Highways - CAR employees in view o f the agency s conduct of training programs to improve the

11 S P BA6U10 ClNTBAi UIHWIRSITY GRUDUOTt STUDIES page Chapter 4 CONCLUSIONS AND K l(()mmendation This chapter presents the conclusions and recommendations of the study. Conclusions Based on the salient findings of the study, the following conclusions were derived: 1. Very much importance was given in restoring trust and integrity between the Department of Public Works and Highways - CAR employees and the stakeholders in view of the need for employees to be trusted by its clients. 2. The stakeholders were very much satisfied with the integrity o f the Department of Public Works and Highways - CAR employees in view o f the agency s conduct of training programs to improve the delivery of services to the clients. 3. The suggested measures were very much effective in the restoration o f trust and building integrity between the Department of Public Works and Highways - CAR employees and stakeholders. Recommendation Based from the derived conclusions of the study, the following recommendations were put forward: 1. Department of Public Works and Highways should continue giving importance to the factors in restoring the trust and building integrity to its officials

0 BMBIO CHfflW BHIWUSITY fibmbiitt STIDIES pa e and employees in

providing support to its employees in restoring trust and

The suggested measures should be considered by the Department of

12 0 BMBIO CHfflW BHIWUSITY fibmbiitt STIDIES pa e and employees in order for them to improve the delivery of services to their clients. 2. Department of Public Works and Highways should continue providing support to its employees in restoring trust and building integrity for the satisfaction of the stakeholders. 3. The suggested measures should be considered by the Department of Public Works and Highways - CAR to ensure the restoration of trust and building of integrity between the agency and the stakeholders.