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RESTORING TRUST AND BUILDING INTEGRITY AMONG EXTERN AI,
STAKEHOLDERS AT THE DEPARTMENT OF PUBLIC WORKS AND
HIGHWAYS - CORDILLERA ADMINISTRATIVE REGION,
BAGUIO CITY
A Thesis
Presented to the Faculty
of the Graduate School
Baguio Central University
Baguio City
In Partial Fulfilment
of the Requirements of the Course
MASTER IN PUBLIC ADMINISTRATION
MARIFEL G. PANYO
May 2017
Name o f Institution
Address
Title
ABSTRACT
Baguio Central University
18, Bonifacio Street, Baguio City
“RESTORING TRUST AND BUILDING
INTEGRITY AMONG EXTERNAL
STAKEHOLDERS AT THE
DEPARTMENT OF PUBLIC WORKS
AND HIGHWAYS - CORDILLERA
ADMINISTRATIVE REGION, BAGUIO
CITY”
Researcher MARIFEL G. PAN AYO
Adviser ESTRELLA V. BISQUERA, Ph. D
The main purpose o f this study was to assess the importance o f restoring trust and
building integrity among external stakeholders at the Department o f Public Works
and Highways - Cordillera Administrative Region. The study was focused on the
degree o f importance o f restoring trust between the DPWH - CAR employees and
external stakeholders, the level o f satisfaction o f the external stakeholders towards the
integrity o f employees o f DPWH - CAR, and the level o f effectiveness o f the
suggested measures to ensure the restoration o f trust and building o f integrity
between the DPWH - CAR employees and external stakeholders. Hence, to attain the
purpose o f this study, the researcher used the descriptive survey method o f research.
ACKNOWLEDGMENT
The researcher would like to express her sm cerest gratitude and appreciation
first and foremost to the ALMIGHTY FATHER, for the life, wisdom, knowledge,
guidance, and unconditional love that He continuously gives to the researcher and her
family;
Madam Margarita Cecilda B. Rillera, Baguio Central University President,
for continuing the baton o f leadership of managing the university, where many
graduate students were able to finish their graduate studies;
Mr. Marcial S. Awat, Program Coordinator o f the Master in Public
Administration, for guiding the researcher;
Dr. Estrella V. Bisquera, the researcher’s adviser, for having been an
instrument in the completion of this study by patiently guiding and encouraging die
researcher;
To the panel of examiners led by Dr. Jose R. Balcanao, Mr. Marical S. Awat,
and Dr. Samuel K. Neyney for their suggestions and recommendations for the better
output o f the research;
Engr. Nerie D. Bueno, CESO IV, DPWH - CAR, Regional Director for
approving the request of the researcher to conduct and float her questionnaires within
the DPWH - CAR’s regional office; and
To the respondents o f the study, for their cooperation in accomplishing the
questionnaire given to them by the researcher.
M. G. P.
n n « « iu u m i i m i v n i i i i m i i i fev i viiL
TABLE OF CONTENTS
Page
TITLE PAGE . . . . . • ; • S
APPROVAL SHEET. . . . . ‘ . ii
PANEL OF EXAMINERS . . . . • . ill
ABSTRACT .............................................................. . . iv
ACKNOWLEDGMENT . . . . - . vi
D E D IC A T IO N ................................................. • . vii
TABLE OF CONTENTS . . . . • . vili
LIST OF T A B L E S ................................................. • . x
FIGURE U S E D ................................................. • . xii
CHAPTERS
1 THE PROBLEM
Background of the Study .
Conceptual Framework of the Study
1
4
Paradigm of the Study 5
Statement o f the Problem . 7
Null Hypotheses . . . . 7
Scope and Delimitation of the Study 8
Definition of Terms 9
Significance o f the Study . 11
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2 RESEARCH DESIGN AND METHODOLOGY
Research Design . . . . . . 13
Locale and Population o f the Study 13
Data Gathering Tool . . . . . 14
Reliability and Validity o f the Instrument . 15
Data Gathering Procedure . . . . 15
Statistical Treatment o f Data . . . . 16
3 RESULTS AND DISCUSSIONS . . . . 19
4 CONCLUSIONS AND RECOMMENDATIONS . 57
R E F E R E N C E S .......................................................................... . 59
APPENDICES
A Endorsement Letter from the MPA - Program Coordinator . 61
B Letter to the DPWH - CAR Regional Director 62
C Letter to the Respondents . . . . . 63
D Questionnaire . . . . . . 64
E Reliability and Validity of the Questionnaire 68
F t - t e s t Computation for Table lb . . . . 69
CURRICULUM V I T A E .............................................................. . 70
LIST OF TABLES
Table Page
1 Degree of Importance of Restoring Trust and Building Integrity Between the DPWH - CAR Employees and External Stakeholders as Perceived by theEmployees 20
1 a Degree of Importance of Restoring Trustand Building Integrity Between the DPWH - CAR Employees and External Stakeholders as Perceived by theStakeholders 23
lb Summary and Comparison Between the Perceptions of the Employees and the Stakeholders on the Degree of Importance of Restoring Trust and Building Integrity Between the DPWH -CAR Employees and External Stakeholders . . 2 7
2 Level of Satisfaction of the ExternalStakeholders Towards the Integrity of Employees of DPWH - CAR asPerceived by the Personnel . 3 1
2a Level of Satisfaction of the ExternalStakeholders Towards the Integrity of Employees of DPWH - CAR asPerceived by the Stakeholders . . 3 4
2b Summary and Comparison Between the Perceptions of the Employees and the Stakeholders on the Level of Satisfaction of the External Stakeholder Towards Integrity of Employees ofDPWH - CAR . . . . . . . 37
FIGURE USED
Figure Page
1 Paradigm o f the Study . . . . . . 6
Chapter 4
CONCLUSIONS AND K l ( ( )MMENDATION
This chapter presents the conclusions and recommendations of the study.
Conclusions
Based on the salient findings of the study, the following conclusions were
derived:
1. Very much importance was given in restoring trust and integrity
between the Department of Public Works and Highways - CAR employees and
the stakeholders in view of the need for employees to be trusted by its clients.
2. The stakeholders were very much satisfied with the integrity o f the
Department o f Public Works and Highways - CAR employees in view o f the
agency’s conduct o f training programs to improve the delivery of services to the
clients.
3. The suggested measures were very much effective in the restoration o f
trust and building integrity between the Department of Public Works and
Highways - CAR employees and stakeholders.
Recommendation
Based from the derived conclusions of the study, the following
recommendations were put forward:
1. Department of Public Works and Highways should continue giving
importance to the factors in restoring the trust and building integrity to its officials
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0 BMBIO CHfflW BHIWUSITY fiBMBIiTt STIDIES pa° e „and employees in order for them to improve the delivery of services to their
clients.
2. Department of Public Works and Highways should continue providing
support to its employees in restoring trust and building integrity for the
satisfaction o f the stakeholders.
3. The suggested measures should be considered by the Department o f
Public Works and Highways - CAR to ensure the restoration of trust and building
of integrity between the agency and the stakeholders.