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.