Authors : Marvin Guillarte Minguillan

Volume/Issue : Volume 11 - 2026, Issue 6 - June

Google Scholar : https://tinyurl.com/5n8p6hcs

Scribd : https://tinyurl.com/4w7x23f9

DOI : https://doi.org/10.38124/ijisrt/26jun615

Note : A published paper may take 4-5 working days from the publication date to appear in PlumX Metrics, Semantic Scholar, and ResearchGate.

Abstract : The manual processing of Client Satisfaction Measurement (CSM) data in government service offices has long been associated with encoding errors, fragmented consolidation, and delayed reporting, which undermine the transparency and accountability standards required under Republic Act No. 11032. This study employed a developmental research design to develop and evaluate a web-based automated CSM system integrated with a Bidirectional Encoder Representations from Transformers (BERT)-based sentiment analysis component within the Department of Education (DepEd) Division of Surigao del Sur. The study involved 61 participants through purposive sampling, composed of 50 client-respondents who directly transacted with the division offices and provided feedback through the online CSM platform, eight key informants who oversee CSM implementation and frontline service delivery, and three IT experts who conducted technical evaluation of the system's quality attributes.

Keywords : Client Satisfaction Measurement, Sentiment Analysis, BERT, Web-Based System, Data Aggregation, Artificial Intelligence.

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