Emilio Aguinaldo College

THE AWARENESS OF THE ETHICAL CONDUCT AND SATISFACTION TO

GOVERNMENT SERVICE OF THE FRONTLINE SERVICES OF THE

NATIONAL BUREAU INVESTIGATION: BASIS FOR ETHICAL

GOVERNMENT SERVICE TRAINING PROGRAM

A Thesis

Presented to

The Faculty of the Graduate School

EMILIO AGUINALDO COLLEGE

MANILA, PHILIPPINES

In Partial Fulfillment

Of the Requirements for the Degree

MASTER OF SCIENCE IN CRIMINAL JUSTICE

WITH SPECIALIZATION IN CRIMINOLOGY

By:

RON ALFRED IBASCO MORENO

December 2019
 Emilio Aguinaldo College
CHAPTER 1

THE PROBLEM AND ITS BACKGROUND

This chapter will show the researcher’s concept, background context and

problem framework and timely situation in the Frontline Services of the National

Bureau of Investigation.

Introduction

Nowadays, people are being aware that government employees must be

utmost ethical in providing public service. Notwithstanding, ethics and moral

challenges is always being the issue by every frontline government employees in

dealing with different kinds of people on their daily living at work.Media news

published some illicit behavior and unprofessional act of government employees

in a particular work event or situation.

According to the University Texas of Arlington, “Ethics provide

accountability between the public and the administration. Adhering to a code of

ethics ensures that the public receives what it needs in a fair manner. It also

gives the administration guidelines for integrity in their operations. That integrity,

in turn, helps foster the trust of the community. By creating this atmosphere of

trust, the administration helps the public understand that they are working with

their best interests in mind”.

 Emilio Aguinaldo College
Frontline Services Employees are prone to professional conduct and

ethical issues due to the nature of their work providing services to the people. As

part of this concept, the researcher wants to know the Level of Awareness on the

Ethical Conduct and Satisfaction to the Government Service of the Frontline

Service employee of the National Bureau of Investigation.

The Image of the National Bureau of Investigation is always prone to

criticism because of the media news that shows issues involving the government

employee professional conduct and ethical standards towards providing public

service. Ethics is very essential to public service. Ethics in public service is a

way of upbringing the image and standards of a government agency. Upbringing

the image of a government agency is also putting credibility and reputation to the

name of the agency.

According to Hallunoviet al (2014) “Ethics in public service is about the

practical application of the moralstandards in governance. According to

Chapman (2002), ethics refers tohow an individual feels about behaving

properly. It is about values andtheir application in a given context.The major

factor that affects ourunderstanding of public service’s ethics is the meaning of

the politicalenvironment that provides the framework for public services and that

conditionates its practice”.

 Emilio Aguinaldo College
Public Administrators are held accountable to their employees in regards

to the ethical behavior that an employee shows to their public clients. The heads

of the government agency aims to build trust and confidence to the public by

providing and satisfying the demand of the public. It is necessary that an ethical

government training program must be provided to the frontline services

employee that will teach how frontline employees deals with the public in terms

of various events and critical situation that sense of good judgment is being

necessary.

Guevarra (2014) The Speech of Former CSC Chairman Francisco T.

Duque III states that"As public officials and employees, we have the duty of

protecting not only our integrity but also that of the government. We owe it to the

Filipino people to have integrity. It means we cannot be bribed, bought, swayed,

coerced, or made to do something that does not adhere to the highest moral

standards."

Johnson (2019) The average citizen harbors a strong mistrust towards

government officials and employees. Because of this mistrust, there are ethics

and values in place to provide much needed accountability between the general

public and the local, state and federal administration. This solidifies the well-

known fact that public administrators are held at a much higher standard with

regards to ethics than your everyday citizen.

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Background of the Study

The researcher locality of study will be at the National Bureau of

Investigation Central Office. The National Bureau of Investigation is located at

the Taft Avenue, Ermita, City of Manila, 1000 Metro Manila.

According to the National Government Portal of the City of Manila, Manila

is the capital city of the Philippines. It is located in Luzon – the biggest island.

The city occupies an area of 38.55 square kilometers. It is bounded by the west

by the Manila Bay. It is part of the Metro Manila or National Capital Region

composed of 16 cities and 1 municipality. The city is divided into 897 barangays.

Each barangay has its own chairperson and 7 councilors. For administrative

convenience, all the barangays in Manila are grouped into 100 zones and which

are further grouped into 16 administrative districts.The Manila City Hall is located

in the historic center of Ermita, Manila. It is where the Mayor of Manila holds

office and the chambers of the Manila City Council. It was originally intended to

be a part of a National Government Center envisioned by Daniel Burnham in the

1930s.

The researcher will conduct a survey inside the NBI Clearance Area,

Complaints and Recording Division and other Divisions that provide assistance

for case investigation to the public.

 Emilio Aguinaldo College
The researcher intends to strengthen the ethical and moral values of the

employees from the frontline services by creating an Ethical Government Service

Training Program that will equipped employees to handle situation or events in

the occasion of public service.The Republic Act No. 6713, “An Act establishing a

Code of Conduct and Ethical Standards for Public Officials and Employees, to

Uphold the Time-Honored Principle of Public Office being a Public Trust,

Granting Incentives and Rewards for Exemplary Service, enumerating Prohibited

Acts and Transactions and Providing Penalties for Violations thereof and for

Other Purposes or also known as "Code of Conduct and Ethical Standards for

Public Officials and Employees", is a primary law that involves the professional

conduct and ethical standard of a government. It is must be strictly observed by

the government agency administration that will up bring the reputation and

integrity of the government organization.

The researcher implies the Republic Act No 11032 “An Act Promoting

Ease of Doing Business and Efficient Delivery of Government Services,

amending for the purpose of Republic Act No. 9485, otherwise known as the

Anti-Red Tape Act of 2007, and for other purposes, also known as the Ease of

Doing Business and Efficient Government Service Delivery Act of 2018". The

Law provides that a government agency must have an effective practice and

efficient manner of transacting business with the public.

 Emilio Aguinaldo College
Conceptual Framework
1st

THE AWARENESS OF THE ETHICAL CONDUCT AND

SATISFACTION TO GOVERNMENT SERVICE OF THE FRONTLINE
SERVICES OF THE NATIONAL BUREAU INVESTIGATION

2nd

Scope of the Study:

Frontline Services of the National Bureau of

4th

3rd Assessment of the Level of Satisfaction

to Government Service
Assessment of the Level of
a. Clearance Service
Awareness of the Ethical Conduct of
a. Application Process
the Employees in the following:
a.1 Processing Time
a. Clearance Service
a.2 Clearance Releasing
b. Public Assistance,
b. Public Assistance, Complaints
Complaints and Investigation
Forensic and InvestigationService
b.1 Interview and Communication Skill
b.2 Procedural Process
b.3 Action of Office

5th

 A. Clients of the

6th

 B. NBI Employees
7th

8th

 Basis for Ethical Government Service

Training Program

9th

 National Bureau of Investigation

 Emilio Aguinaldo College
The First frame shows the title of the study in which the researcher

assesses the Awareness of the Ethical Conduct and Satisfaction to Government

Service of the Frontline Services of the National Bureau Investigation.

The Second frame shows that the researcher limits the study in the

Frontline Services of the NBI.

The Third frame shows that the researcher will assess the Level of

Awareness of the Ethical Conduct of the Employees in the Frontline Clearance

Service and Public Assistance, Complaints and Investigation Service.

The Fourth frame shows that the researcher will assess the level of the

satisfaction to government service of the Frontline Clearance Service regarding

to the Application process, Processing Time and Clearance Releasing; and

Frontline Public Assistance, Complaints and Investigation Service regarding to

the Interview and Communication Skill, Procedural Process and Action of Office.

The Fifth frame shows that there are links from third frame and fourth

frame indicates thatthe researcher respondents will be the NBI Clients in regards

to the assessment of the Level of Awareness of the Ethical Conduct andthe

Level of Satisfaction to Government Service.

 Emilio Aguinaldo College
The Sixth Frame shows that there is a link from the third frame indicates

that the researcher respondent will be the NBI Employees in regards to the level

of awareness of the ethical conduct of the employees.

The Seventh frame shows the core of the entire study that covers the third

frame up to the sixth frame.

The Eighth frame shows the link from the seventh frame that it will be the

Basis for the Ethical Government Service Training Program.

The Last frame shows the link from the eighth frame that the benefactor of

the study will be the National Bureau of Investigation.

Theoretical Framework

Moreno et.al (2013) The Theory of Deontology states that ethical theories

that place special emphasis on the relationship between duty and the morality of

human actions. Deontology (Greek deon, “duty,” and logos, “science”)

consequently focuses on logic and ethics. Deontological ethics holds that at least

some acts are morally obligatory regardless of their consequences for human

welfare. Descriptive of such ethics are such expressions as “Duty for duty's

sake,Virtue is its own reward,” and “Let justice be done though the heavens fall.”
 Emilio Aguinaldo College
According to Moreno as cited in the work of (Wierenga, 1978),The Theory

of Divine Command Theory states that that right is commanded by God and the

wrong is prohibited by God. The rightness of any action depends upon that

action being performed because it is a duty. It is an obligatory of some

theological predicates as, is commanded by God, or theological properties as,

being commanded by God. God is not subject to any law outside himself, that

God creates the moral law by issuing commands. If an act is morally wrong, it is

wrong only because God has forbidden it, and if it is morally obligatory, we are

obliged to do it only because God has commanded it. If there were no God, or if

God did not issue any commands, then there would be no such thing as moral

right or wrong.Those things are not good according to any standard of goodness,

but simply by the will of God.

The two national laws namely R.A. 6713 and R.A. 11032 will give a

framework and guide to this study. The Declaration of Policy of the two national

laws are shown below:

According to Sec. 2 (Declaration of Policy) of Republic Act No. 6713, It is

the policy of the State to promote a high standard of ethics in public service.

Public officials and employees shall at all times be accountable to the people

and shall discharge their duties with utmost responsibility, integrity, competence,

and loyalty, act with patriotism and justice, lead modest lives, and uphold public

interest over personal interest.

 Emilio Aguinaldo College
According to Sec. 2 (Declaration of Policy) of Republic Act No. 11032 – “is

hereby declared the policy of the State to promote integrity, accountability,

proper management of public affairs and public property as well as to establish

effective practices, aimed at efficient turnaround of the delivery of government

services and the prevention of graft and corruption in the government. Towards

this end, the State shall maintain honesty and responsibility among its public

officials and employees, and shall take appropriate measures to promote

transparency in each agency with regard to the manner of transacting with the

public, which shall encompass a program for the adoption of simplified

requirements and procedures that will reduce red tape and expedite business

and non-business related transactions in government."

 Emilio Aguinaldo College
Statement of the Problem

This study will determine the Level of Awareness of the Ethical Conduct in
relation to the Level of Satisfaction to Government Service of the Frontline
Services of the National Bureau of Investigation as reference for Ethical
Government Service Training Program.

Specifically, the study sought to answer the following questions:

1. What is the Level of Awareness of the Ethical Conduct in the Frontline

Clearance Services and Public Assistance, Complaints and Investigation
Service of the NBI?
a. NBI Employees
b. NBI Clients

2. What is the Level of Satisfaction of the Clients regarding to Government

Service of the Frontline Services of the NBI?
a. Clearance Service
a.1 Application Process
a.2 Processing Time
a.3 Clearance Releasing

b. Public Assistance, Complaints and Investigation Service

b.1 Interview and Communication Skill
b.2 Procedural Process
b.3 Action of Office

3. Is therea significant effect regarding the news of the media to the image of
the NBI?

4. Is there a significant difference in the assessment of the NBI Government

Clients and NBI Frontline Service Employees regarding the ethical
conduct of the Frontline Service of the NBI?

5. Is there a significant relationship between the Level of Awareness of the

Ethical Conduct and Level of Satisfaction to Government Service of the
Frontline Services of the NBI?
 Emilio Aguinaldo College
Hypothesis

There is a significant effect of the media news that affects the image of the

National Bureau of Investigation.

There is no significant difference in the assessment of the two (2) groups of

respondents as to the Level of Awareness of the Ethical Conduct of the Frontline

Services of the NBI.

There is a significant relationship between the Level of Awareness of the Ethical

Conduct and Level of Satisfaction to Government Service of the Frontline

Services of the NBI.

Significance of the Study

The result of the study is useful to the following:

National Bureau of Investigation Administrative Service.This study will help

the Administrative Service of National Bureau of Investigation to come-up with a

new bureau policy and government service training that will enhance the

knowledge, skill and ethical manner to deal and response to the conflicts and

needs of the people.

Employees of the National Bureau of Investigation.This study will abet the

Employees of the National Bureau of Investigation to enhance their Ethical

Conduct providing good and quality government services to the general public.
 Emilio Aguinaldo College
Community. The community also benefits the study; it will receive the service of

the government and building trust to the authorities. It will efficiently respect the

integrity and solidarity of the National Bureau of Investigation. The public trust

will boast the ethical standards and image of the Bureau.

Public Administration and Criminology Students

This will encourage the students who would like to work and be part of National

Bureau of Investigation to undergo the government service training program to

learn and understand whole heartedly the importance and value of Ethical

conduct as a member of the Bureau.

Department of Justice Personnel.

This study can be a means for policy integration of the ethical conduct of

employees of the government agencies under the Department of Justice.It will

be a basis for planning and training programs that can be adapted to different

government agencies.

Future Researchers.

This would help future researchers to continue the study in a way that they will

seek more insights about the awareness of the Ethical Conduct and Satisfaction

to the Government Service of the Frontline Services of the National Bureau

Investigation.
 Emilio Aguinaldo College
Licensed Criminologist.

The licensed criminologist might undergo in serious trainings and has different

perspectives but in this study, it provides them how to serve the state, execute

the implementing law and professionally serve the public.

Scope and Delimitation of the Study

The study only limits on the Frontline Services particularly on Public

Assistance, Complaints and Investigation Services and Clearance Services and

the Employees Code of Conduct of the National Bureau of Investigation.

There are two groups of respondents in this study; these are the NBI

Employees regardless of their status of employment and the Public Clients.

The researcher gathers the following respondents to the study:

a) Twenty-Five (25) Employees from the NBI Public Assistance, Complaints

Services that consist of Offices, Section and Division that provide frontline

public assistance, complaints and investigation service.

b) Twenty-Five (25) NBI Clearance Frontline Employees

c) Fifty(50) Clients from the NBI Central Office

d) Fifty (50) Clients from the NBI Clearance Central Office

The researcher gathers a total of One Hundred Fifty (150) Respondents for the

study.
 Emilio Aguinaldo College
Definition of Terms

Awareness. It is the state to observe, perceive, inform, concern about and

conscious in a situation, mannerly event and/or developmentto a sector or group

of people.

Conduct – According to Merriam-Webster Dictionary, it is a mode or standard of

personal behavior especially as based on moral principles.

Ethics –Singer (2019) The discipline concerned with what is morally good and

bad and morally right and wrong; moral evaluation of people's character traits,

their conduct, and their institutions.

Ethical Conduct.Tonder (2019)as behaviour or conduct thatfirstly reflects

specific values (e.g. morality, fairness,professionalism), and secondly would be

acceptable toothers or is compliant with some criterion.

Frontline Services. This refers to the government service that is limited to the

direct interaction with the clients or requesting parties regarding a particular

concern and does not include back office employee who has no direct interaction

or transaction.

Frontline Services Employees. This refers to the government employee who

has the duty to transact, interact and serve directly to the applicants, clients or

requesting parties regarding a government transaction or a case for

investigation.
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Government service. The process or transaction between applicants or

requesting parties and government offices or agencies involving applications for

any privilege, right, reward, license, clearance, permit or authorization,

concession, or for any modification, renewal or extension of the enumerated

applications or requests, which are acted upon in the ordinary course of

business of the agency or office concerned. This includes frontline services

enrolled in the existing Citizen's Charter (whether or not related to business,

corresponding back-end/support services and regulatory functions related to

permitting, licensing and issuance of a privilege, right, reward, clearance,

authorization or concession. (Section 4 of the IRR of Republic Act No. 11032)

National Bureau of Investigation (NBI) – According to the NBI Vision –

Mission, A world-class investigative institution that provide quality investigative

and forensic services to the people through advanced methods and equipment in

the pursuit of truth and justice.

Satisfaction. It defines the need or desire fulfillment, contentment and justifiable

service to a person or group of people.

Training Program.It was a long-term activity which comprises of a series of

courses to train and equipped the knowledge and skill of a person, and usually

has a flexible time and cost budget.

NBI Clients An individual or group who engages and/or seeks to the

professional advice or services of the Bureau.

 Emilio Aguinaldo College
CHAPTER 2

REVIEW OF RELATED LITERAURE AND STUDIES

This chapter shows ideas, opinion, perception and theories that will

support and augment the meaning of the study. Different references like books,

online references, reports, news and laws are being used in this study.

Foreign Literature

According to the Western Australia Public Sector Commission, “To ensure

the community and government have confidence in the public sector, employees

must act – and be seen to act – with integrity. All employees have a personal

and collective responsibility to serve the public interest and make accountable

and ethical decisions. Public sector employees have a personal responsibility to

act ethically, with integrity and make decisions in the public interest. They

represent the Government of the day and are role models for new and

prospective public sector employees, stakeholders and members of the

community they serve. Appropriate personal behaviour in any given situation

requires good judgement, guided by the applicable requirements, such as those

set out in the public sector accountability framework.”

 Emilio Aguinaldo College
According to Hana Callaghan, Director of Government Ethic, “Issues in

the process context are what people usually think of as government ethics.

These are the unique set of duties and obligations that a person assumes when

he or she enters public service. We the people are sovereign, and we delegate

authority to public servants to act on our behalf. Because we do that, we trust

them to act for the common good. We trust them to be good stewards of the

public treasury and public resources.Out of that, certain duties arise. For

example, there’s the duty of loyalty, which deals with conflicts of interest. The

public servant has the duty to put the public's interest before his or her own

personal interest. There’s the duty of fairness. This means that public servants

have a duty of impartiality. They have to treat all constituents equally; they can't

favor those of their party or those who voted for them or those who donated to

their campaign. There’s the duty of care.

According to the Kingdom of Bahrain Government Civil Service Bureau, it

statesthe principle of the Commitment to Service:

2. The employee shall take into his account persons of special needs, the

elderly, sick persons and pregnant women while delivering service to them, and

he shall cooperate with his colleagues when necessary in serving customers

avoiding delay and violation of the proper functioning of the work.

 Emilio Aguinaldo College
3. The employee shall provide service to his customers with transparency,

fairness, promptness, and tact to gain their satisfaction about the provided

services that reflects a good image about customer service.

4. The employee shall not discriminate while rendering services to the customers

and shall adhere to the highest level of professionality and impartiality. The

employee shall not abuse and exploit his customers for personal benefits

resulting from service delivery, and he shall avoid all sorts of discriminative

behavior based on origin, sex, religion and others.

5. The public servant commitment to carry out his public duties shall be

considered as a personal commitment based on individual responsibility and

efficiency.”

According to the Federal U.S. Government - Office of Government Ethics,

“a. Public service is a public trust, requiring employees to place loyalty to the

Constitution, the laws, and ethical principles above private gain.

b. Employees shall not hold financial interests that conflict with the conscientious

performance of duty.

c. Employees shall not engage in financial transactions using nonpublic

Government information or allow the improper use of such information to further

any private interest.

e. Employees shall put forth honest effort in the performance of their duties.
 Emilio Aguinaldo College
f. Employees shall make no unauthorized commitments or promises of any kind

purporting to bind the Government.

g. Employees shall not use public office for private gain.”

Local Literature

According to Section 8 (Accountability of Heads of Offices and Agencies)

of Republic Act No. 11032 also known as An Ease of Doing Business,“the head

of the office or agency shall be primarily responsible for the implementation of

this Act and shall be held accountable to the public in rendering fast, efficient,

convenient and reliable service. All transactions and processes are deemed to

have been made with the permission or clearance from the highest authority

having jurisdiction over the government office or agency concerned."

According to the Rule V. (Incentives and Rewards System) Section 1 of

the Implementing Rules and Regulations of Republic Act No. 6713 also known

as the Code of Conduct and Ethical Standard for Public Officials and Employees

states:

(a) Commitment to public interest – Officials and employees shall always uphold

thepublic interest over personal interest. All government resources andpowers of

their respective departments, offices and agencies must beemployed and used

efficiently, effectively, honestly and economically,particularly to avoid wastage in

public funds and revenues.

 Emilio Aguinaldo College
(b) Professionalism – Officials and employees shall perform and discharge

theirduties with the highest degree of excellence, professionalism,

intelligenceand skill. They shall enter public service with utmost devotion

anddedication to duty. They shall endeavor to discourage wrong perceptions

oftheir roles as dispensers or peddlers of undue patronage.

(c) Justness and sincerity – Officials and employees shall remain true to

thepeople at all times. They must act with justness and sincerity and shall

notdiscriminate against anyone, especially the poor and the underprivileged.

They shall at all times respect the rights of others, and shall refrain fromdoing

acts contrary to law, good morals, good customs, public policy, publicorder,

public safety and public interest. They shall not dispense or extendundue favors

on account of their office to their relatives, whether byconsanguinity or affinity,

except with respect to appointments of suchrelatives to positions considered

strictly confidential or as members of theirpersonal staff whose terms are

coterminous with theirs.

(d) Political neutrality – Officials and employees shall provide service to

everyone without unfair discrimination regardless of party affiliation or

preference.
 Emilio Aguinaldo College
(e) Responsiveness to the public – Officials and employees shall extend prompt,

courteous, and adequate service to the public. Unless otherwise provided bylaw

or when required by the public interest, officials and employees shallprovide

information on their policies and procedures in clear andunderstandable

language, ensure openness of information, publicconsultations and hearings

whenever appropriate, encourage suggestions,simplify and systematize policy,

roles and procedures, avoid red tape anddevelop an understanding and

appreciation of the socio-economic conditionsprevailing in the country, especially

in the depressed rural and urban areas.

(Dalizon, 2019) The Philippine National Police yesterday said it will stick

with its code of ethics and professional conduct including the issue of when it is

okay or not okay to receive gifts from the public. The PNP creed stands on the

basic issues, in particular, it describes the police service as a noble profession

which demands from its members specialized knowledge and skills, as well as

high standards of ethics and morality, hence, its members must adhere to and

internalize the enduring core values of love of God, respect for authority, selfless

love and service for people, sanctity of marriage, and family life, responsible

dominion and stewardship over material things, and truthfulness.

 Emilio Aguinaldo College
Guevarra (2014) The Speech of Former CSC Chairman Francisco T.

Duque III states that In the context of Philippine government, the highest

standards of ethics are embodied in Republic Act No. 6713 or the Code of

Conduct and Ethical Standards for Public Officials and Employees. RA 6713 also

bears the eight (8) norms of conduct – commitment to public interest,

professionalism, justness and sincerity, political neutrality, responsiveness to the

public, nationalism and patriotism, commitment to democracy, and simple living.

These norms of conduct govern the principle of ethics for the lingcod bayani who

works in an environment where corruption thrives. The same norms promote the

idea that even in the smallest of matters, a lingcod bayani should be able to

withstand temptation, reject mediocrity, and protect his or her integrity.”

Foreign Studies

Vigoda-Gadot & Cohen (2015) as cited in the study of Andreassen and

Lindestad, whereas (cumulative) satisfaction from services may well represent

both actual performance level and past experience with the product or service,

organizational image differs by point of reference.

 Emilio Aguinaldo College
Vigoda-Gadot & Cohen (2015) as cited in the study of Johnson, From a

wider theoretical perspective, both customer satisfaction and corporate

imagegain significant attention by ideas in organizational psychology, economic

psychologyand business and management approaches. The major theories

motivating such studiesare rooted in service orientation, customer loyalty and

complaints and the idea of cumulative satisfaction

Briando&Embi (2019) as cited in the study of Dwiyanto, it stated that there

are three main issues in the implementation ofpublic services, among others: (1)

Discrimination in the provision of services,including: nepotism, political, ethnic

and religious aspects. (2) The absence of pricecertainty and time in service so

that it is vulnerable to illegal levy and corruptionpractices and (3) low public hope

due to poor and uncertain service. This indicatesthat there is a problem that

should be a focus in the service. The lack of attention toethical problems in

public service is one of the causes of unethical behavior.

Swe& Lim (2019) as cited in the study of Yoo& Kim, the goal of individual

employees in a hierarchical structure is to follow the right procedures to provide

identical public services to clients, and public employees are controlled by

centralized rules to give fair and equal services to the public.

 Emilio Aguinaldo College
Local Studies

Moreno & Comia (2013) Professional Conduct and Ethical Standard have

different principle and concept but there is no typical principle or original concept

that is being use in the different government agency around the world. The

Professional Conduct has its own theory and principles that must be attain in

every police personnel and officer in the state. Ethical Standards has its own

aspiration to the community that is being established by different international

private and government agency.

Agulo et al., (2015) as cited in Marasigan, encouraged theemployees of

the company to be more consistent intheir behavior, attitude and performance in

dealing withcustomers. They also encouraged giving suggestions tothe

management that they think could help to enhancethe training program. Further,

the researcher alsoencouraged the management of Bench to have a regular

evaluation regarding the customer service trainingprogram to maintain its

effectiveness.

Sunto et. al (2013) Perceived performance or expectation is defined as a

customer’s belief related to a performance of a product. Satisfaction level is a

result of the difference between expected and perceived performance.

 Emilio Aguinaldo College
Reyes (2013) Satisfaction requires moment of truth or experience the

service before evaluating how satisfied the recipient of service is.As cited in

Lovelock and Wirtz, satisfaction is a positive disconfirmed expectation while as

cited in Palmer stated that it is a post –consumption experience that compares

perceived quality with expected quality. Moreover, as cited in Baran, Galka and

Strunk, argued that satisfaction can be broadly characterized as a post-

purchased evaluation of product quality given pre-purchase expectations. And

the customer satisfaction will depends on the confidence in quality of service.

Synthesis of the Study

The literature shown in this chapter is relevant, related and significant to

the study. The concept, ideas, codes, theories and laws show the principle of the

ethical conduct and client satisfaction that came from various authors and

countries that may provide a support and relevance in this study. The Review of

Related Literature explicitly shows the ideal culture, norms and public

expectation to the government agency that provide services to the people.

 Emilio Aguinaldo College
CHAPTER 3

RESEARCH METHODOLOGY

The research methodology shows the researcher’s manner of performing

the process, measure and action of the study. It contains population and

sampling, research instrument, validity and reliability of the instrument, data

gathering procedure and statistical treatment of data.

Research Design

The researcher will used a descriptive method to the two (2) groups of

respondents to assess the Level of Awareness of the Ethical Conduct and Level

of Satisfaction to Government Service of the NBI Frontline Services.

According to Nassajias cited in the work of Gall& Borg, The goal of

descriptive research is to describe a phenomenon and its characteristics. This

research is more concerned with what rather than how or why something has

happened. Therefore, observation and survey tools are often used to gather

data.

Walliman (2011) Descriptive research relies on observation as a meansof

collecting data. It attempts to examine situations in order toestablish what is the

norm, i.e. what can be predicted to happenagain under the same circumstances.

The descriptive method of research is a quantitative method of research

that collects data from the respondents and will be subject for statistical analysis.
 Emilio Aguinaldo College
The researcher aims to answer the necessary problems in this study as it used

in this type of method of research.

Population and Sampling

The respondents are essential to the study. It provides the needed data

for the assessment of the Level of Awareness of the Ethical Conduct and Level

of Satisfaction to Government Service of the NBI Frontline Services.

The first group of respondents is composed of employees of different

offices, sections or divisions of the National Bureau of Investigation that provides

Public Assistance, Complaints and Investigation Service.

The second group of respondents is composed of people or clients who

are seeking assistance for a case investigation or availing the NBI Clearance

Service.

The two groups of respondents will be asked to answer the survey

questionnaire. The respondent’s results in the survey questionnaire will be used

as basis for the ethical government service training program for the NBI.

Research Instrument

To answer the study’s statement of the problem, a survey questionnaire

was made by the researcher. The set of questions will be prepared by the

researcher and it will be used as a research instrument to attain the needed data

from the respondents.

 Emilio Aguinaldo College
The research instrument is consist of four (4) sets of survey

questionnaire, first set of survey questionnaire will be designed for the National

Bureau of Investigation Employees under Clearance Service; the second set of

questionnaire will be for the Employees of Public Assistance, Complain and

Investigation Service of the mentioned agencyregarding the Level of Awareness

of the Ethical Conduct of the NBI Frontline Services. Third set of questionnaire

will be for theClients of Clearance Services while the last set of survey

questionnaire will be designed for theClients of Public Assistance, Complain and

Investigation Service of the agency regarding to the Level of Satisfaction to

Government Service.

The survey questionnaire will be consisting of two (2) parts; the 1 st part

will be the demographic profile of the respondents which includes the gender,

age and highest educational attainment for NBI Clients, the designated office

and length in service will be added for the demographic profile of the survey

questionnaire for the NBI Employees. The 2 nd part of the study will answer the

assessment of the Level of Awareness of the Ethical Conduct and Level of

Satisfaction to Government Service of the NBI Frontline Services.

 Emilio Aguinaldo College
Validity and Reliability of the Instrument

The research instrument is formulated in accordance to the social norms

laws and existing process policy of the National Bureau of Investigation. The

existing law namely, R.A. 6713 also known as the Code of Conduct and Ethical

Standards for Public Officials and Employees, R.A. 11032 also known as An

Ease of Doing Business and NBI Code of Conduct and other reference material

was used to assist the formulation of the survey questionnaire.

Survey trials were conducted to the same group of respondents namely,

the NBI Employees and Clients. In the making of the survey questionnaire, the

gathered data was used from their observation regarding the Level of Awareness

of the Ethical Conduct and Satisfaction to Government Serviceof the Frontline

Services.

The survey questionnaire were consulted, observed and confirmed by

professionals and analyst who are already serving for years and part of the

National Bureau of Investigation. A test for validity was performed through

survey testing in which the same criteria of the respondents were asked to

answer the survey questionnaire. The answers for the survey questionnaire were

tallied, computed, analyzed and interpreted for the determination of the result of

the study.
 Emilio Aguinaldo College
The researcher surveyed ten (10) sample respondents from NBI Clients of

the Public Assistance, Complaints and Investigation Service, ten (10) sample

respondents of NBI Clients of the Clearance Service and ten (10) Sample

Respondents from the NBI Employees. A total of thirty(30) sample respondents

were surveyed for the validity and reliability of the study. The researcher affirmed

validity and reliability of the instrument of the study

Data Gathering Procedure

The researcher enlisted the set of procedure to be followed for the

compilation, analysis and interpretation of data as shown below:

1. The researcher formulates a set of questionnaires for the survey of the

respondents. The Validity and Reliability of the research instrument will be

reviewed by analyst and professionals.

2. The researcher wrote a letter to the Deputy Director for Administration of

the National Bureau of Investigation to conduct this study.

3. The researcher will distribute the survey questionnaire to the respondents

for their respective assessment. The respondents will be guaranteed for

the protection of their information and observation.

4. The data will be collate, tabulate, tallied, computed, assessed, analyzed,

interpreted to be the basis of the conclusion and recommendation of the

study.
 Emilio Aguinaldo College
Statistical Treatment of Data

The analysis and interpretation of data was conducted through statistical

methods. Modernize calculation by means of computer technology was used in

this study for the computation of the percentage, weighted mean, frequency and

the analysis of variance.

Analysis of Variance (ANOVA). This is a statistical technique that

assesses potential differences in a scale-level dependent variable by a nominal-

level variable having 2 or more categories. It may determine the answer of the

researcher’s hypothesis. (https://www.statisticssolutions.com)

Frequency Distribution. the function of the distribution of a sample

corresponding to the probability density function of the underlying population and

tending to it as the sample size increases, the set of relative frequencies of

sample points falling within given intervals of the range of the random variable.

(http://www.collinsdictionary.com). The respondent’s frequency will be shown in

a tabulated form indicating the percentile for this study.

Percentage. Moreno & Comia (2013) This is used in determining the

portion of respondents relative to the whole, as well as to the relation of a portion

of the respondents to the total number of the respondents.

 Emilio Aguinaldo College
Weighted Mean.The weighted mean is a type of mean that is calculated

by multiplying the weight (or probability) associated with a particular event or

outcome with its associated quantitative outcome and then summing all the

products together. It is very useful when calculating a theoretically expected

outcome where each outcome shows a different probability of occurring, which is

the key feature that distinguishes the weighted mean from the arithmetic mean.

(https://corporatefinanceinstitute.com)

Below is the equivalence for the range of the scores.

ADJECTIVAL EQUIVALENT
RATING MEAN
SCALE SCORES The Level of Awareness of The Level of Satisfaction
the Ethical Conduct of the to Government Service of
Frontline Services the Frontline Services
Very Strongly Observed Very Strongly Satisfied
5 4.50 – 5.00
(VSO) (VSS)
Strongly Observed Strongly Satisfied
4 3.50 – 4.49
(SO) (SS)
Moderately Observed
3 2.50 – 3.49 Moderately Satisfied (MS)
(MO)
Seldom Observed Seldom Satisfied
2 1.50 – 2.49
(SEO) (SS)
Not Satisfied At All
1 1.00 – 1.49 Not Observed At All (NO)
(NO)
 Emilio Aguinaldo College
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