AN EVALUATION OF CITIZE RTAINING TO ROAD DEVELOPMENT INITIATIVES IN

GENERAL SANTOS CITY, PHILIPPINES

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In Partial Fulfilment of the Requirements

for the Degree Bachelor of Arts in Political Science

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An Undergraduate Thesis Presented to the Faculty of the Department of Political Science

College of Social Sciences and Humanities Mindanao State University

General Santos City

APPROVAL SHEET
 ACKNOWLEDGEMENT

The completion of this study would not have been possible without the support and

contributions of various individuals and organizations. We would like to express our

sincere gratitude to the local government unit of General Santos City for granting us

permission to conduct this study and for providing us with the necessary data and

information.

We would also like to thank the citizens of General Santos City who participated in the

survey and shared their valuable insights and opinions with us. We would like to extend

our appreciation to our research supervisor, who provided us with guidance and support

throughout the research process.

We are also grateful to the faculty and staff of the Department of Public Administration

at [University Name], who provided us with the necessary resources and facilities to

conduct this study.

We would like to acknowledge the contributions of our colleagues and friends who

provided us with feedback and suggestions on our research. Their insights and

perspectives were invaluable in shaping our research methodology and analysis.

Finally, we would like to thank our families for their unwavering support and

encouragement throughout our academic journey. Their love and support have been our

constant source of inspiration and motivation

 ABSTRACT

This study in Evaluation of Citizen Pertaining To Road Development Initiatives focuses

on citizen satisfaction with road development initiatives in General Santos City,

Philippines. The aim of the study is to evaluate the relationship between the local

government unit and its citizens, and how it affects governance and public participation.

The study is based on a review of related literature and studies on citizen satisfaction,

local government responsiveness, public engagement, and governance. The research

methodology involves a survey of citizens in General Santos City to gather data on their

satisfaction with road development initiatives and their perceptions of the local

government's responsiveness to their needs. The survey data will be analyzed using

descriptive statistics and inferential statistics to test hypotheses and make predictions

based on the data. The results of the study will be presented in tables and graphs for

better visualization and easier understanding. The study will also identify the unique

challenges faced by the local government unit in meeting the needs of its citizens due to

rapid urbanization and population growth. The study's findings will contribute to the

existing knowledge on citizen satisfaction, local government responsiveness, public

engagement, and governance, and provide insights for policymakers and practitioners

on how to improve citizen satisfaction and promote effective governance in General

Santos City.
 Chapter I

THE PROBLEM AND ITS SETTING

Background of the Study

Effective governance and public participation are greatly aided by measuring citizen satisfaction

with the local government unit (LGU). The Southern Philippine city of General Santos City,

which is quickly growing, offers an intriguing setting to investigate the relationship between its

local government and the populace. This study's primary focus will be on the degree of citizen

satisfaction with General Santos City's local government unit and its implications for governance

and public participation.

While there is a tonne of research on the subject of citizen satisfaction in large cities around the

world, expanding urban centres like General Santos City frequently go unstudied. In particular,

the local government unit faces unique problems in meeting the needs and desires of its

inhabitants due to the city's rapid urbanisation and population growth in recent years.

Previous scholarly literature has thrown light on various aspects of citizen satisfaction, public

engagement, and governance. Smith (2021) argued that citizens’ satisfaction level with their

government is tied to the perceived value they receive from their tax contributions. Hernandez

(2022), on the other hand, stressed the importance of public engagement in strengthening

democratic governance. However, much of these studies revolve around advanced urban

settings, leaving a knowledge void in the context of emerging urban centers. This research gap

necessitates further investigation in such settings.

Amidst the rapid urbanization in General Santos City, this research will aim to gauge the

citizens’ satisfaction with the local government unit. The study will examine topics that are not

sufficiently covered in the body of literature, such as the methods local governments use to
respond to citizen demands and how this affects public participation and overall governance.

Such research is very important because it may shed light on the interaction between local

governments and citizens in rapidly urbanising areas. It might also make recommendations for

policies that local governments could use to improve their efficiency and citizen happiness,

leading to a rise in participation from the general public and better governance (Fernandez,

2022).

The primary objective of this research is to determine the degree of citizen satisfaction with

General Santos City's local government unit in regard to road construction projects. The

purpose of the study is to comprehend how this contentment or dissatisfaction affects public

opinion of local government. Additionally, the study aims to add to the academic conversation on

citizens' happiness with infrastructure development by offering doable suggestions for improving

road construction tactics in comparable urban contexts.

The study will investigate the degree of public satisfaction with the local government's

development initiatives and road infrastructure. Building public trust, encouraging engagement,

and developing societal cohesiveness depend critically on citizen happiness, which is frequently

reflected in how they feel their tax payments were valued. In order to ensure that the local

government satisfies the needs of its inhabitants in terms of road infrastructure, it is critical to

measure citizen satisfaction.

This study will make an effort to pinpoint the advantages and potential improvement areas of the

local government's current approach to roadway development. It will make suggestions for

potential improvements to raise citizen satisfaction ratings. The results of this study may be

useful in helping the local government of General Santos City enhance the performance of their

road construction efforts, which would improve overall governance and citizen participation.
By highlighting the potential implications of citizen satisfaction on public sentiment towards local

governance, the research could aid in formulating strategies to encourage more active citizen

participation in infrastructure development. Ultimately, the study aims to strengthen democratic

governance in General Santos City, fostering a more satisfied, engaged citizenry, and improved

road infrastructure planning and execution.

Statement of the Problem

This study focuses on the evaluation of citizen satisfaction concerning road development

initiatives in General Santos City, Philippines. The research aims to answer the following

questions:

1. What is the extent of the local government's investment in road infrastructure

development in General Santos City? Specifically in:

1.1 Budget allocation for road infrastructures

1.2 Percentage of Annual Budget

1.3 Number of roads that has been improved by the government

2. What is the level of citizen satisfaction with the local government unit of General

Santos City, in relation to road development, be described?

3. What are the perceived facilitating and hindering factors in the implementation of

the local government's road development programs?

Assumptions of the Study

The following assumptions underpin this research on evaluating citizen satisfaction with road

development in General Santos City:

1. The study makes the supposition that the survey participants are being truthful and

accurate in their responses. This honesty serves as the foundation for the quality and

authenticity of the data gathered for this study.

2. The research makes the assumption that the demographics and life experiences of the

respondents selected through random sampling are typical of General Santos City's general

populace. Therefore, the results can be extrapolated to apply to a larger group.

3. It is assumed that road development in General Santos City is a significant concern for

citizens, given its impact on transportation, commerce, and overall quality of life.

4. This study makes the assumption that a variety of elements, including the standard of

the roads, the timing of road projects, the dissemination of road development plans, and the

way in which project-related problems are handled, affect how satisfied citizens are with road

development.

5. The research assumes that a measurable correlation exists between the perceived

responsiveness of the local government, in terms of road development, and citizen satisfaction

levels.

6. Lastly, it is anticipated that the knowledge gained from this research will assist in guiding

future road development policies and initiatives in General Santos City and possibly in other

comparable metropolitan situations.

Significance of the Study

This research carries substantial importance for various stakeholders engaged in urban

governance, public administration, citizen involvement, and social science research. By

assessing the satisfaction level of the citizens with the road development initiatives of the Local

Government Unit of General Santos City, the findings could be employed to improve

infrastructure services, public involvement, and overall governance.

· General Santos City Residents: The study provides information on the degree of

citizen satisfaction with local government unit-led road improvement initiatives. Residents

could consequently gain from better infrastructure services and road conditions. A more

inclusive and democratic society may be fostered by the findings by encouraging increased

public participation in infrastructure design and governance.

· General Santos City Government: By gauging their performance from the citizens’

viewpoint, the results can be used by the local administration to identify areas that need

improvement and make the required changes. Improved strategies for satisfying citizen

demands may result from this approach, which would ultimately promote greater public

participation and satisfaction.

· Emerging Urban Centers: The study's conclusions might act as a guide for other

rapidly urbanizing communities struggling with the same issues with infrastructure

development. The lessons learned from General Santos City can help these communities

design their own plans to meet citizens' infrastructure demands, encourage public

participation, and enhance governance..

· Academic Community: This study contributes to academic discourse on citizen

satisfaction and public involvement, specifically in the context of infrastructure development

in rapidly urbanizing centers. By filling a gap in existing literature, the research findings can

influence future studies in the field, particularly those examining the relationship between

citizens and local governments concerning infrastructure planning and execution.

 · Policy Makers and Public Administrators: This study may also be significant to

policy makers and public administrators. The insights offered can guide policy-making

processes, aiding in the development of effective strategies for enhancing citizen

satisfaction with infrastructure projects. Moreover, public administrators can use these

findings as a foundation for training or capacity-building activities aimed at improving public

service delivery and citizen involvement.

· Civil Society Organizations: The study's findings could be used by civil society

organisations that concentrate on governance, citizen involvement, and urban development

to better understand the realities of the city's infrastructure planning and citizen engagement.

Their lobbying activities and engagement tactics with the local administration and the people

of General Santos City may be guided by the insights.

In essence, this study seeks to enhance democratic governance in rapidly urbanizing cities like

General Santos City. It aims to underscore the importance of citizen satisfaction and active

citizen involvement in creating a harmonious, engaged, and progressive society centered

around effective and satisfying infrastructure development.

Scope and Delimitations of the Study

Scope

In-depth analysis of General Santos City, Philippines residents' satisfaction with road

development is the focus of this study. Three barangays are highlighted, San Jose 1, Labangal

2, which represents a rural area, and Fatima and Labangal 2, which represent urban areas. The

purpose of the study is to evaluate and examine the perceived effects of local government

initiatives to construct roads, as well as how those efforts affect public satisfaction levels. It
includes an analysis of a number of variables that affect satisfaction, including the standard of

the roads, the timeliness of road improvements, the methods used to communicate about them,

and the degree to which the government generally responds to citizen concerns.

Delimitation

The study's primary delimitation is geographical in nature. While General Santos City

encompasses several barangays, this study only includes the barangays of Fatima, Labangal 2,

and San Jose 1. The results may, therefore, not represent the sentiments of residents from

other barangays in the city.

Furthermore, the study concentrates exclusively on road development. Though there are

numerous aspects to local governance and public infrastructure, the research is specifically

designed to gauge satisfaction levels in relation to road development projects.

Additionally, the research does not consider transient residents or individuals who have resided

in the selected barangays for less than one year. The rationale behind this exclusion is to

ensure that respondents have a thorough understanding and experience of the road

development situation in their respective barangays.

Lastly, the study assumes a degree of honesty and accuracy in responses. While every effort

will be made to encourage truthful responses, the possibility of response bias cannot be

completely eliminated.
 CHAPTER II: REVIEW OF RELATED LITERATURE AND STUDIES

This chapter aims to build a solid foundation for our research in General Santos City by

thoroughly examining existing literature and studies on citizen satisfaction, local government

responsiveness, public engagement, and governance. We will delve into these topics to grasp

their importance in our specific context and demonstrate our research's contribution to the

existing knowledge.

Review of Related Literature

In the domain of this study, a review of literature on citizen satisfaction, local government

responsiveness, public engagement, and governance will provide a foundation for

understanding the issues at hand.

Foreign Literature

The Belt and Road Initiative (BRI), launched by China in 2013, has garnered substantial

attention for its potential to enhance infrastructure development globally. In the African context,

where infrastructure gaps are significant, the BRI has sparked interest as a possible solution to

address road development challenges (Edeh et al., 2022). It has highlighted the growing

significance of China's involvement in African road projects through the BRI, emphasizing the

potential benefits it could bring to the continent's infrastructure landscape. Moreover, the

literature points out the need for African nations to carefully consider the terms and conditions of

their engagement with the BRI, as it could involve debt obligations that may affect their fiscal

sustainability. Edeh et al. (2022) caution that while the BRI offers opportunities for road
development, African countries must exercise caution and negotiate favorable terms to avoid

potential debt traps.

E-participation, according to the literature by Rehman et al. (2022), encompasses the

utilization of digital platforms and communication tools to facilitate and enrich citizen

engagement in governance. This wide-ranging concept encompasses various activities,

spanning from the straightforward access to information about public services online to more

interactive processes, such as offering feedback on policies and engaging in virtual town-hall

meetings. The research conducted by Rehman and colleagues demonstrated that these digital

communication avenues can engender a sense of inclusivity and empowerment among citizens,

ultimately leading to an enhancement in their overall satisfaction with their local government.

This underlines the vital role that e-participation plays in contemporary governance,

emphasizing the significant potential it holds for improving citizen-government interactions.

Over the past four to five decades, road crash fatalities have shown significant disparities

between high-income and low- to middle-income countries and across different global regions.

The World Health Organization and the World Bank Group's 2004 World Report on Road Traffic

Injury Prevention shifted global road safety focus towards the national level. However, regional

contexts and inter-country relationships are increasingly recognized, particularly in

transportation infrastructure investment programs and regulatory matters within interconnected

regional trade agreements and logistics networks. Regional-level policy initiatives, particularly

concerning vehicle and infrastructure safety, can complement and strengthen national road

safety strategies. This report explores strategic aspects within the South Asia region,

addressing regional road safety challenges, investment priorities, opportunities for collaborative

initiatives, and the envisioned path forward until 2030 (Bandyopadhyay et al., 2020).
 Studies have revealed that public perceptions of road infrastructure development in European

countries exhibit variations, both among different regions and road users. Notably, road users in

Estonia, Greece, Kosovo, Russia, and Turkey hold distinct evaluations and perceptions of their

respective road environments. Furthermore, regional disparities in road infrastructure have been

observed within Slovakia and Poland. These findings underscore the importance of acquiring a

comprehensive understanding of road users' perspectives and evaluations to enhance road

safety and overall infrastructure development in Europe.

Moreover, in the context of global infrastructure development, the Belt and Road Initiative

(BRI) transportation project has garnered attention. Residents' perceptions of the BRI are

noteworthy, as they view it positively as a catalyst for achieving sustainable development goals

(SDGs), particularly in the realm of poverty alleviation (SDG1). However, these perceptions are

negatively correlated with environmental protection goals (SDG15). Mikušová and Hrkút (2014)

have examined these perceptions, shedding light on the complex interplay between

infrastructure development and sustainability objectives.

Local Literature

The Philippines, according to Fernando & Henry (2023), a nation with rapid economic

growth, has invested more in road infrastructure than any other nation over the past five years.

Although they come with a number of dangers and difficulties, the government's infrastructure

programmes to relieve Metro Manila's congestion and develop the countryside for economic

growth are promising.

The road infrastructure is a crucial point of convergence with the productive sectors,

according to the Philippine development plan 2017–2022 (Costa et al., 2019), however the

quality is still subpar. The national government created the KALSADA-conditional matching

grant to provinces (CMGP) programme to assist local government units (LGUs) in raising the
standard of provincial roads, which is much lower than that of national and city highways. Local

roads (provincial, city, municipal, and barangay roads) planning and design need to better take

climate resilience factors into account for sustainability, particularly in the Philippine context. For

local roads, LGUs normally implement the national roads agency's set standards, but as the

national roads agency does not provide monitoring, the LGUs are mainly in charge of how they

are implemented.

The Halsema Highway may be the best example of how difficult it is to construct and maintain

transport infrastructure in some areas of the Central Cordillera of Luzon. The highway has seen

gradual improvements since it was first built in the 1920s and has now emerged as a

socioeconomic lifeline for the rural villages it serves (Hearn & Hart, 2020) . Unfortunately, due to

damage from a 7.8 Ms earthquake and a typhoon that followed, ongoing road improvement

work in 1990 had to be abandoned. Restoration efforts following earthquakes were planned in

1998 and built between 2001 and 2006. The consequences of strong typhoon rains throughout

the reconstruction phase added to the engineering geological difficulty this provided,

necessitating continuous assessment of shifting slope and drainage conditions.

The accuracy of project cost estimates is impacted by incomplete data and a number of

unanticipated circumstances, according to Roxas et al. (2019), particularly during the

conception phase. In-depth cost analyses may take time, delaying feasibility studies when

stakeholders require a quick estimate of the project's budget. To ensure proper use of

government funding in the Philippines, a more effective and efficient early cost estimation

approach is advised.

However they are characterised, mobility and accessibility issues pose a threat to the viability

of rural and peripheral areas as places to live and limit their capacity for growth. It is vital to

understand and address the spatial, societal, cultural, and economic aspects of accessibility in
order to meet these difficulties, and this requires comprehensive action including players from

diverse sectors at various dimensions. With a place-based strategy, the Italian National Strategy

for Inner Areas is working to reverse the marginalisation processes of rural periphery areas

(Vitale Brovarone, 2021).

Review of Related Studies

The review of related studies provides a more in-depth exploration of research conducted in

areas relevant to this research, allowing for an identification of patterns, connections, and gaps

in the existing body of knowledge

Foreign Studies

Azık et al. (2021) conducted a noteworthy study exploring road users' evaluations and

perceptions of road infrastructure in Estonia, Greece, Kosovo, Russia, and Turkey. Their

research underscores the importance of understanding how individuals in different countries

perceive and evaluate their road environments, offering valuable insights into road safety

initiatives. Several related foreign studies contribute to this topic, emphasizing the significance

of cross-country comparisons in comprehending regional disparities and formulating effective

road safety strategies. These studies shed light on the cultural, contextual, and behavioral

factors that influence road user perceptions and emphasize the importance of infrastructure

quality in shaping road user experiences and safety.

In a study conducted by Nazneen et al. (2021), researchers examined residents' subjective

perceptions of infrastructure-driven development and its relationship to Sustainable

Development Goals (SDGs). The study sought to understand how residents in a particular

context perceive the influence of infrastructure development on the achievement of SDGs,

shedding light on the role of public perspectives in shaping infrastructure policies and strategies
aligned with sustainable development objectives. By exploring these perceptions, the research

contributes to a deeper comprehension of the complex dynamics between infrastructure-driven

development and the broader goals of sustainability. This research study aimed to uncover the

ways in which residents in the study area perceive the impact of infrastructure development on

sustainability, offering valuable insights into how infrastructure projects can be aligned with

SDGs more effectively. By gauging residents' subjective assessments, the study provides a

nuanced understanding of the local context and the potential for infrastructure to contribute to

sustainable development.

Similarly, in a study conducted by Masárová and Ivanová (2016), the critical role of road

infrastructure in the social and economic development of countries and their regions is explored.

This holds particular significance in nations where road transport serves as the predominant

mode of transportation, as exemplified by Slovakia and Poland. Road infrastructure, as an

integral component of the broader transport infrastructure, is recognized as a cornerstone for

fostering economic growth, enhancing competitiveness, and contributing to the development of

the Trans-European transport network. It also plays a pivotal role in improving transport

infrastructure to support the unified European market, facilitating the unimpeded movement of

goods and people while bolstering the overall competitiveness of the European Union. The

study primarily focuses on comparing the state of road infrastructure in Slovakia and Poland,

shedding light on regional disparities within these countries.

Additionally, as highlighted in von Grafenstein and Gao's research (2021), the significance of

road infrastructure in driving economic and social development is further underscored,

particularly in countries where road transport serves as a predominant mode of transportation,

echoing the observations made in Masárová and Ivanová's study. Examining regional disparities

in road infrastructure, von Grafenstein and Gao's research offers complementary insights into

the multifaceted aspects of this critical infrastructure. Furthermore, the comparative analysis of
road infrastructure in various countries, such as Slovakia and Poland in Masárová and Ivanová's

study and possibly others in von Grafenstein and Gao's research, highlights the nuanced

challenges and opportunities faced by these nations in creating effective and equitable

transportation networks to fulfill their broader socio-economic aspirations.

In the realm of related literature, the interplay between e-government and citizen participation

in road development has been explored in multiple studies. Researchers have investigated how

the utilization of digital technologies, particularly through online platforms for reporting road

quality issues, can enhance citizen engagement and reflect positively on government

effectiveness. These technologies are recognized for fostering participatory governance

mechanisms, creating a perception of government transparency, and responsiveness.

Furthermore, the adoption of e-governance has been associated with increased citizen

involvement in various development activities, underlining the significance of technology-driven

strategies in facilitating civic engagement. In this context, the development of open-source

platforms, exemplified by initiatives like "My City Report," has emerged as an empowering tool,

encouraging citizens to proactively address issues and actively contribute their perspectives to

the road development process (Musiał-Karg & Kapsa, 2019).

Local Studies

Traffic in the Philippines may be very bad and backed up during rush hours, especially in

major cities like Metro Manila (Montemor et al., 2023). Numerous factors contribute to this,

including the sheer volume of vehicles on the road, the capacity of the roads, and the deficiency

of public transit systems. Despite Iligan being a small portion of Metro Manila, the scenario is

the same there. In this data note, we describe a significant disparity between the usage of cars

and public transport, particularly during rush hours when heavy traffic flows across the main
arterial road networks, and what this disparity suggests about the health of the city of Iligan's

mass transit system at present.

Within the scope of road development, the Philippines government's substantial financial

commitments to infrastructure programs have garnered considerable attention, as emphasized

by Fernando and Henry (2023). These initiatives are strategically tailored to address urban

congestion in Metro Manila, foster regional economic expansion, and invigorate the national

economy by generating employment opportunities and fostering multiplier effects. However, the

landscape of road development in the Philippines is marked by an array of challenges and

associated risks. These encompass issues such as constrained tax revenues, the necessity to

strike a balance with urgent Covid-19 response measures, the active involvement of foreign and

private entities, the presence of unsolicited project proposals, disparities in the equitable

allocation of infrastructure, and recurring setbacks in construction activities. These intricacies

and multifaceted dynamics surrounding road development in the Philippines are prominently

featured in the pertinent literature, underscoring the complexity of this domain.

May et al. (2019) have noted that the Philippines government, in partnership with the World

Bank, is actively channeling investments into road development endeavors. This concerted

effort is geared towards advancing economic growth and fostering overall prosperity within the

nation. Their research underscores the significance of such collaborative initiatives as pivotal

drivers of economic development and well-being in the Philippines.

China's "One Belt, One Road" plan counts the Philippines as a key participant. Relations

between China and the Philippines have improved and the two nations have begun to actively

collaborate since President Rodrigo Duterte took office in 2016. It's crucial to comprehend how

Filipino communities view the Belt and Road in order to further the implementation of the

initiative. By separating apart the attitudes and perspectives of various groups of Philippine
society, I shall analyze the effect of the Belt and Road Initiative on the development of the Belt

and Road in this study (Yiting, 2023). This will make it easier to comprehend the success,

issues, and difficulties of China's Belt and Road development in the Philippines, which is

important for China and Southeast Asian nations to steadily promote road construction.

Synthesis and Relevance to Present Study

The literature and studies reviewed provide a comprehensive understanding of the dynamics

between local government responsiveness, citizen satisfaction, public engagement, and

governance within urban environments. Drawing on these insights, theories, and empirical

findings, the present study aims to explore and evaluate citizen satisfaction with road

development projects conducted by the local government unit of General Santos City and the

subsequent implications on public engagement and governance.

Gap Analysis

While current literature provides invaluable insights into the dynamics of government

responsiveness, citizen satisfaction, and public engagement, it falls short when considering

these dynamics within the specific context of rapidly urbanizing centers in developing countries

such as General Santos City.

The majority of the existing literature is concentrated on metropolitan and highly urbanized

centers. Emerging urban areas like General Santos City, which is experiencing rapid

urbanization, dealing with population growth, and operating with constrained local government
resources, are often not in the central focus. Such rapidly urbanizing regions present unique

challenges and opportunities which demand further exploration and understanding.

Moreover, a deeper understanding of the techniques and strategies employed by local

governments in these burgeoning urban centers is required. This includes their approach to

addressing citizen concerns, adapting to changing situations, and managing public engagement

in the context of road infrastructure development. Comprehensive empirical research and

detailed case studies are needed to elucidate these areas.

The present study endeavors to address these gaps by focusing on the context of General

Santos City. This research will scrutinize the local government's responsiveness to citizen

concerns regarding road infrastructure, examine the strategies employed, and assess their

effect on public engagement and overall governance. Through this focus, the study aims to

broaden the academic conversation surrounding government responsiveness and public

engagement in emergent urban centers in developing nations. In addressing these gaps, this

research aims to contribute to a more nuanced understanding of these dynamics and inform

more efficient policies and strategies that can enhance local governance and citizen satisfaction

in rapidly urbanizing environments like General Santos City. This endeavor is relevant not only

for General Santos City but also potentially informative for similar contexts across developing

countries.

City road networks develop from the inherent necessity to divide available land and connect

numerous locations, particularly in major urban regions. However, no two cities are completely

same, and these variations may be seen in how their various geographic regions' highways are

organized (Cirunay & Batac, 2023). In this work, the distributions of dimensionless spatial

metrics for characterising roads and road-bounded blocks, as well as the fractal dimensions of

urban roadways from the three main metropolitan zones of the Philippines, were examined. The
commonalities, particularly the road and block patterns present in the urban road network

tapestry, are shown using dimensionless measures. However, the fractal dimensions suggest

that the numerous cities and municipalities, which are thought to be constrained by geography,

have varying degrees of urbanisation. T

Conclusion

The review of related literature and studies has offered a profound understanding of the

interplay between government responsiveness, public engagement, and overall governance,

particularly within the urban setting. It has highlighted the significant correlation between

government responsiveness and citizen satisfaction, and emphasized the role of public

engagement in nurturing democratic governance. Despite the richness of the existing literature,

the review has identified a significant gap, especially in relation to rapidly urbanizing areas like

General Santos City, Philippines. These regions present distinct challenges and opportunities

for local governments in their interactions with citizens, yet their representation in academic

discourse has been somewhat limited.

This study, which aims to evaluate citizen satisfaction with road development initiatives of the

local government unit of General Santos City, seeks to fill these gaps. By critically assessing the

methods employed by the local government in addressing citizen concerns and evaluating their

impact on public engagement and governance, this research aims to expand and enhance the

existing knowledge base. It seeks to provide a detailed understanding of these dynamics within

similar urban contexts, contributing to the broader body of literature on this subject.

Furthermore, this study can offer practical implications for the local government of General

Santos City and comparable cities worldwide. It can provide insights into strategies and

mechanisms that could improve government responsiveness, encourage substantial public

engagement, and ultimately enhance governance concerning road development. Therefore, this
study builds on the existing literature, drawing from it while simultaneously contributing new

insights to the ongoing discourse on these critical aspects of governance and public

engagement. This approach ensures that this research is both a receiver and a contributor to

the academic conversation on these crucial issues.

Conceptual Framework
The conceptual framework for this research follows the Input-Process-Output (I-P-O) model.

This model provides a structured approach to the study and offers a visual overview of the

research

Figure 1. Conceptual Framework

Figure 1 presents the conceptual framework for this research, which centers on evaluating

citizen satisfaction concerning road infrastructure development in General Santos City. The

framework comprises three primary stages: input, process, and output. The input stage

encompasses the collection of critical demographic information, including data on respondents'

age, level of satisfaction with the Local Government Unit, factors influencing road development

implementation, and the length of residency in General Santos City. The process stage entails

the rigorous execution of surveys and subsequent data analysis, aimed at establishing the

connection between citizen satisfaction and the local government's road development efforts.

Finally, the output stage culminates in a comprehensive evaluation of citizen satisfaction, an

exploration of its ramifications on public sentiment toward local governance, and the formulation

of actionable recommendations for enhancing road development strategies. This coherent

framework facilitates a seamless progression from data collection and analysis to the

development of conclusions and recommendations. The process stage includes executing a

detailed survey and data analysis to ascertain the relationship between citizen satisfaction and

the local government's road development initiatives. Lastly, the output stage translates into a

comprehensive evaluation of citizen satisfaction, an exploration of its implications on public

sentiment towards local governance, and actionable recommendations for enhancing road

development strategies. This cohesive framework facilitates the seamless flow of the study from

data collection through to analysis, and ultimately to the formulation of conclusions and

recommendations.

gathering demographic information and perceptions of the respondents regarding the

effectiveness of road development projects in their barangays. The process stage includes

executing a detailed survey and data analysis to ascertain the relationship between citizen

satisfaction and the local government's road development initiatives. Lastly, the output stage

translates into a comprehensive evaluation of citizen satisfaction, an exploration of its

implications on public sentiment towards local governance, and actionable recommendations for

enhancing road development strategies. This cohesive framework facilitates the seamless flow

of the study from data collection through to analysis, and ultimately to the formulation of

conclusions and recommendations.

Theoretical Framework

The theoretical foundation of this study is rooted in the Customer Satisfaction Theory. This

theory, primarily employed in marketing and business management, proposes that customer

satisfaction is influenced by the perception of service delivery and product performance in

relation to customer expectations.

Despite its commercial origins, the Customer Satisfaction Theory is applicable to this study's

context as it provides a pertinent model for examining citizen satisfaction in relation to the

services rendered by the local government, specifically in road development. In this case,

citizens are considered 'customers' of the public services delivered by the government. As such,

their satisfaction is gauged based on the perceived quality of the service (road development and

related infrastructures), compared to their expectations.

The theory underlines two key factors influencing satisfaction: the citizens' expectations and

their perception of the actual service delivery. If the perceived service quality meets or exceeds

expectations, citizens are likely to be satisfied. Conversely, if the service quality falls short of

expectations, dissatisfaction ensues.

The Customer Satisfaction Theory provides a valuable framework for understanding and

assessing how the quality of road development in General Santos City impacts citizen

satisfaction. It will guide the research in identifying whether the local government's road

development efforts meet, exceed, or fall short of citizens' expectations and how this alignment

or disparity influences their overall satisfaction.

Definition of Terms
Citizen Satisfaction: This term refers to the level of satisfaction experienced by the citizens of

General Santos City regarding the services provided by the Local Government Unit (LGU).

These services span various sectors, including infrastructure, social welfare, environment, and

health.

Customer Satisfaction: In this study, this term aligns with citizen satisfaction, considering the

citizens as customers of the local government services funded by their taxes.

Emerging Urban Centers: These refer to cities or towns experiencing rapid growth and

development, usually marked by an increase in population, economic activity, and infrastructural

development. General Santos City is an example of an emerging urban center.

Governance: Governance refers to the process of decision-making and the process by which

decisions are implemented (or not implemented). In the context of this study, governance

pertains to how the local government of General Santos City operates, makes decisions,

implements these decisions, and interacts with its citizens.

Local Government Unit (LGU): This term refers to the local administrative body in General

Santos City. The LGU is responsible for the provision of local government services, including

infrastructure, social welfare, environment, and health.

Public Engagement: Public engagement refers to the active participation of citizens in the

processes of governance, including but not limited to, decision-making, policy development,

service design, and assessment. This could take various forms, such as public consultations,

feedback mechanisms, participatory budgeting, and civic volunteerism.

Urbanization: Urbanization refers to the process by which towns and cities are formed and

grow due to an increase in the number of people living and working in urban areas. In the

context of this study, urbanization in General Santos City is associated with increased
population, infrastructure development, economic growth, and the associated governance

challenges.

CHAPTER III: RESEARCH METHODOLOGY

This chapter elucidates the research design and methodology employed for this study on the

responsiveness of the local government unit (LGU) towards citizens’ concerns in General

Santos City, Philippines. It includes details about the population and sample selection, data

collection instrument, method of data collection, and method of data analysis.

Research Design

The selected research design for this study is a survey research approach, which will be carried

out using a structured questionnaire. This choice of design allows for the systematic collection

of standardized information from a significant number of individuals, making it possible to gain a

comprehensive understanding of the population's views and experiences.

In this study, the survey questionnaire is designed to capture the perspectives and experiences

of the citizens of General Santos City with respect to the city's road development efforts.

Through the questionnaire, information about the respondents' demographic profile, their

satisfaction levels with the road infrastructure, and their perceptions of the local government's

responsiveness will be collected.

This method is well-suited to this study as it allows for quantitative measurement of opinions,

attitudes, and behaviors, providing robust data that can be statistically analyzed for meaningful

insights. Furthermore, it offers a relatively quick and efficient way to reach a large number of

respondents, thus enhancing the generalizability of the study's findings.

Population/Sample Selection

The population for this study is defined as the adult residents (aged 18 years and above) of the

three selected barangays in General Santos City, Philippines: Fatima, Labangal 2, and San

Jose 1.

To ensure a representative sample that captures the diversity of the population in urban and

rural settings, the study will use a stratified random sampling technique. A total of 60

respondents will be selected for participation in the survey, with 20 respondents being chosen

from each of the three barangays.

This sampling strategy allows the researchers to gain a broad spectrum of perspectives from

different segments of the population, thereby improving the generalizability and validity of the

study's findings.

Instrument for Data Collection

The primary data collection instrument for this research will be a comprehensive survey

questionnaire. The questionnaire will be thoughtfully constructed, featuring distinct sections

tailored to collect essential demographic information, gauge citizens' perceptions of local

government responsiveness, and gather insights into their experiences with various government

services. Particular attention will be devoted to ensuring that the questionnaire is meticulously

designed to guarantee utmost clarity, relevance, and ease of comprehension for all

respondents..

Method of Data Collection

Data collection will be executed through face-to-face surveys. The questionnaires will be

administered personally to the chosen respondents, ensuring the highest level of data

completeness and reliability. Necessary steps will be taken by the researchers to ensure all

respondents fully understand the study’s purpose and feel comfortable with the data collection

process.

Method of Data Analysis

The gathered data will be subjected to comprehensive statistical analysis using descriptive

methods. Calculations such as percentage, mean, median, mode, standard deviation, and

frequencies will be employed to summarize and interpret the data. The goal of this analysis is to

provide a detailed and precise portrayal of the citizens' satisfaction with road development

projects in General Santos City, as perceived by the respondents.

The data collected from the survey questionnaire will undergo statistical treatment to guarantee

the accuracy and validity of the research findings. The following statistical measures will be

employed:

Percentage: This will be used to ascertain the relative occurrence and proportion of

respondents’ responses. The formula to compute the percentage is as follows:

P = f/N x 100

Where:
 P stands for the percentage,

f denotes the frequency of a response,

and N signifies the total number of respondents.

Mean: The mean will be used to compute the average response for a variable, providing a

sense of the central tendency of the collected data.

Median: The median will help locate the middle response in the arranged data set. This serves

as another measure of central tendency that is less influenced by extreme responses.

Mode: The mode will be used to identify the most frequently appearing response in the dataset.

This provides a measure of the most commonly selected response.

Standard Deviation: This measure will be employed to determine the variation or dispersion in

the responses, indicating how much the responses deviate from the mean.

Frequency: The frequency measure will be used to count the number of times a response or

score appears in the dataset. This provides a rudimentary form of data summarization.

Weighted Mean: In certain situations, some data points may be given more importance than

others. In such cases, a weighted mean will be used, which takes into account the different

weights (importance) assigned to the data points. This provides a measure of central tendency

that reflects the relative importance of each response. The weighted mean is particularly useful

in the context of this study where certain questions or respondent groups may carry more

significance due to their relevance to the research objectives. The weighted mean will be

computed using the following formula:

Weighted mean = Σ(wi*xi) / Σwi

Where:

· wi represents the weight of the i-th observation,

· xi represents the i-th observation,

· Σ denotes the sum of the quantities.

The results of the descriptive statistics will be presented in tables and graphs for better

visualization and easier understanding. Furthermore, inferential statistics may also be used if

necessary, to test hypotheses or make predictions based on the data.

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