Constructs of E-Governance Satisfaction in Government-Owned and Controlled Corporations: A Factor Analysis

Abstract

The increasing adoption of digital technologies in public administration emphasizes the role of e-governance in enhancing service delivery, transparency, and citizens’ trust. This study examines the constructs of e-governance satisfaction among e-users of government-owned and controlled corporations (GOCCs), with a focus on agencies providing social services, specifically the Government Service Insurance System (GSIS), Social Security System (SSS), Home Development Mutual Fund (HDMF), and Philippine Health Insurance Corporation (PhilHealth). Anchored on the Technology Acceptance Model (TAM) and Public Value Theory, the research employed an exploratory sequential mixed-method design. Qualitative interviews with GOCC representatives informed the development of a validated survey instrument, which was then administered to e-users. Using exploratory factor analysis (EFA), five key constructs of e-governance satisfaction were identified: transparency and real-time updates, user experience and interface, integration and multi-platform support, accessibility and convenience, and privacy and security. These dimensions collectively explain a substantial proportion of user satisfaction and highlight the critical role of secure, transparent, and citizen-centered digital platforms. Findings suggest that strengthening these constructs can enhance trust and confidence in GOCC e-services, contributing to improved governance and public value creation. The study offers a framework for GOCCs and policymakers to refine digital strategies and guide future innovations in service delivery. Moreover, it provides an empirical basis for further comparative studies across different agencies and sectors to advance sustainable e-governance implementation.