CAGAYAN STATE UNIVERSITY SANCHEZ MIRA

BUSINESS PERMIT AND LICENSING OFFICE PERSONNEL AND

PROPRIETORS’ PERCEPTIONS ON THE EFFICIENCY
OF BUSINESS PERMIT AND LICENSING SYSTEM

___________________________________________

A Research Study Presented to the

Faculty of the College of Business, Entrepreneurship and Accountancy
CAGAYAN STATE UNIVERSITY
Sanchez Mira, Cagayan

___________________________________________

In Partial Fulfillment
Of the Requirements for the Degree
Bachelor of Science in Accounting Information System

___________________________________________

SADORRA, RHEA A.
MATEO, JUDITH CAROL B.
CUSTODIO, TRICIA MAE I.
QUIDDAOEN, DOMINIC D.

JUNE 2024

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CHAPTER 1

THE PROBLEM AND ITS BACKGROUND

Introduction

In the realm of regulatory compliance, securing business permits and licenses is a

pivotal step for entrepreneurs looking to establish and operate businesses within a legal

framework. The efficiency of these permit and licensing processes not only impact the

ease of doing business but also influence economic development trajectories. Central to

understanding and improving these processes are the perceptions and experiences of key

stakeholders, including both the personnel managing business permit and licensing

offices and the proprietors navigating the application procedures.

Licensing services are important to prioritize because firstly, the provision of

licensing services by the government has a clear legal basis for implementation and has

a configuration of legal indicators and straightforwardness. Second, to improve the

professional work of state officials and other civil servants, various soft legal tools such

as codes of ethics and other regulations are available. (Wardani) Licensing can take

various forms, including registration, certification recommendations, quota

determination, and business permits. It usually must be owned or acquired by a business

organization or individual before that person can undertake any activity or action.

Every country has a standard procedure for regulating revenue-generating

business applications. Enterprises must first obtain permission before founding and

operating a business as required by the program, which is a component of a larger policy

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of liberalizing the economy and promoting entrepreneurial development. The drive to

streamline company licensing has been impeded by numerous concurrent initiatives to

revive local authority budgets. According to the Bruhn study, streamlining business

application regulations promotes active involvement and increases the number of

registered enterprises.

Furthermore, according to the World Bank, the process for registering a business

is simple and quick in developed nations. For instance, Canada has a website called

Business Online Registration that offers registration instructions as well as a web

application that registrants can use to submit their applications with ease. A study by

Medina et al. likewise presents another intriguing approach known as the Image/

Workflow system that converts a complicated licensing system into straightforward

procedures, which are more customer-focused, yield more productivity, and keep track

of work progress. The optical storage system then permanently archives all applications.

This approach is effectively being used in the Clark County Department of Business

License in Nevada, USA.

According to Amellar BPLS 2023, it stated that “Business permits and licensing

involve complicated tax-computations manual, paper-based processes, and voluminous

records. Amellar BPLS implies business permits and licensing operations by automating

the permit application process, assessment of taxes and fees, billing, payment, and

liquidation of collections.

According to Blunt and Davidsen, the one-stop shop model in Vietnam has

helped reinforce citizens' rights by offering a more effective and convenient interface to

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governmental administrative services with regulated, disclosed, and transparent fees,

charges, and timeframes.

The digital revolution has transformed various aspects of governance and public

service delivery worldwide, and the Philippines is no exception. With an increasing

emphasis on leveraging technology to enhance efficiency and accessibility, the country

has embarked on ambitious initiatives aimed at modernizing administrative processes

and promoting ease of doing business. In recent years, the Philippines has made

significant strides in the realm of electronic governance, earning recognition on the

global stage for its efforts in e-participation and online service provision.

In 2016, Philippines was included in High OSI Group among 193 UN Member

States that provides e-participation tools and online services. This is the result of the

country’s efforts in establishing a National Government Portal (NGP) as a single

gateway for ease of access on information, and e-services to provide brisk and effective

delivery of public services.

During the eBPLS Summit 2017, the Department of Information and

Communications Technology (DICT) has introduced the Electronic Business Permits

and Licensing System (e-BPLS), a cloud-based software aimed at streamlining the

application process for new and renewed business permits online. The system offers

various features, including retirement of businesses, computerized assessment of fees

and taxes, online printing of necessary documents, and an endorsement module for

relevant government offices. DICT Secretary Salalima highlighted the initiative's

alignment with President Duterte's agenda to enhance competitiveness and ease of doing

business through automation. The e-BPLS aims to reduce processing time, allowing

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citizens to submit applications online and receive up-to-date information through their

local government unit's website. The new system sets a standard business process flow,

enabling LGUs to process applications electronically, with a goal of completing new

permits within two days and renewals within one day. The cloud-based software

facilitates compliance with new service standards in approximately 30 minutes.

Mandaue City’s eBPLS: Empowering Business Growth – A Digital Government

Transformation Success Story as of December 2020, the implementation of eBPLS

resulted in significant improvements, including faster processing times, increased

convenience, and enhanced transparency for business owners. By eliminating paperwork

and facilitating online accessibility, eBPLS promotes efficiency and productivity in

obtaining permits and licenses, thereby supporting economic growth and development in

Mandaue City.

Streamlining Business Permit Process with Electronic Business Permit and

Licensing System (eBPLS) in the LGU of Carmona as of October 2020, The LGU's

integration of information technology through the eBPLS system has revolutionized

daily operations. This digital tool has enhanced information management, resulting in

faster processing times for business permits and licenses. Unique features like tracking

codes and customized reports have made the system efficient. The streamlined process

has not only benefited over 2,000 businesses but also improved service personnel

performance, bolstering the LGU's reputation for service delivery and transparency.

Friendly Business Permit through Teamwork, Continuous Monitoring and

Evaluation in El Salvador City as of August 2022, the introduction of the new El

Salvador City Hall and its streamlined Business Permit and Licensing Office (BPLO)

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has significantly enhanced the experience for business operators seeking permit

renewals and new applications. With the implementation of a Business One Stop Shop,

clients no longer need to visit multiple offices, and wait times have been reduced to a

maximum of 30 minutes. Integration with barangay clearances simplifies the process,

and permits can now be delivered upon request. Each permit carries the electronic

signature of the city mayor and is countersigned by the BPLO Officer, ensuring

efficiency and compliance. Overall, these improvements reflect a commitment to

improving service delivery and supporting business growth.

Despite the evident advancements and success stories in implementing Business

Permit and Licensing System in various places, there remains a need to comprehensively

assess the efficiency of the system.

While existing literature acknowledges the importance of BPL System in

streamlining business permit and licensing processes, there remains a noticeable gap in

research that thoroughly assess the perceptions of users on the multifaceted dimensions

of efficiency—specifically, effort, behavioral, and performance efficiency —within the

context of Business Permit and Licensing Systems.

The purpose of this research is to determine the perceptions of BPLO Personnel

and Proprietors in the municipalities of Ballesteros, Pamplona, and Sanchez Mira to find

whether the profile variable such as type of respondents, age, gender, residence, marital

status, and numbers of years in using the BPL system could be a determiner to assess the

efficiency of Business Permit and Licensing System in terms of effort, behavioral and

performance efficiency.

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Conceptual Framework

The conceptual framework shows the relationship between the demographic

profile of the respondents and the efficiency of the Business Permit and Licensing

System (BPLS) within the three parameters namely; Effort Efficiency, Behavioral

Efficiency, and Performance Efficiency.

The demographic profile of the respondents serve as the independent variable,

while Efficiency of Business Permit and Licensing System is the dependent Variable.

Research Paradigm
Independent Variable Dependent Variable

Demographic Profile of
Respondents Efficiency Of Business
Permit and Licensing
A. BPL Office Personnel System
B. Proprietors  Effort Efficiency
 Age  Behavioral Efficiency
 Sex  Performance
 Residence Efficiency

 Years of experience
using the system

Figure 1. Paradigm of the study

Statement of the Problem

Generally, this study aimed to determine the efficiency of Business Permit and

Licensing System towards the perception of its users: BPL Office personnel and

proprietors.

Specifically, it sought to answer the following questions:

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1. What is the demographic profile of the respondents in terms of:

a. Age

b. Gender

c. Residence

d. Marital Status

e. Number of years in using the BPL System

2. In the perception of system users, how efficient is the Business Permit and

Licensing System in terms of:

a. Effort Efficiency

b. Behavioral Efficiency

c. Performance Efficiency

3. Is there a difference on user’s perception on the Efficiency of Business Permit

and Licensing System among the three parameters when group according to

profile variables?

4. Is there a difference on the perception on the efficiency of BPL System when

group according to type of respondents?

Research Hypothesis

The following statements were the hypotheses of the study

Null Hypothesis (Ho): There is no significant difference between the perception

of Business Permit and Licensing Office Personnel and Proprietors on the

efficiency of the Business Permit and Licensing System.

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Alternative Hypothesis (H1): There is a significant difference between the

perception of Business Permit and Licensing Office Personnel and Proprietors

on the efficiency of the Business Permit and Licensing System.

Scope and Delimitation

This study focused on assessing the efficiency of the Business Permit and

Licensing (BPL) system based on the perception of its users within the Municipality of

Ballesteros, Pamplona, and Sanchez Mira. In this research, the researchers were going to

concentrate on the personnel of BPL Office and business owners to be the domains of the

study. In addition, the study has a span of 15-days of getting information through survey

questionnaire. This research coverered the School Year 2023-2024.

Significance of the Study

The findings of the study were significantly beneficial to the following:

Local Government Unit (LGU). It helps local governments identify areas for

improvement in their permit and licensing processes, leading to smoother operations and

better services for businesses.

BPL Office. Understanding the system's efficiency helps BPLO officials

streamline processes, reduce bottlenecks, and enhance overall service delivery to

businesses and constituents.

BPLO Personnel: BPL personnel can gain insights into how their services are

perceived by businesses, enabling them to make adjustments to better meet the needs of

applicants.

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Business Community. The findings will be beneficial to business owners to

improve their operational environment, reduced administrative burdens, cost savings, and

a competitive edge, ultimately fostering economic growth in the municipality.

Future Researchers. The research contributes to the existing body of knowledge

on business permit and licensing systems, and provides a basis for future research,

allowing scholars to compare findings with similar studies in different regions.

Academic Institutions:

Educational Resource. The study serves as an educational resource for academic

institutions, providing case-specific insights into the challenges and opportunities

associated with business permit and licensing systems in payment processing.

Students. Students can gain practical knowledge and research skills by utilizing

the study as a reference for coursework, projects, and the exploration of real-world

regulatory issues.

Definition of Terms

The following terms were defined operationally and conceptually to give the

readers a better understanding of the study.

Behavioral Efficiency. Focuses on optimizing the behavior of individuals and

organizations involved in the permit and licensing process to achieve desired outcomes

while minimizing waste, errors, or negative impacts.

Business. A business can be described as an organization or enterprising entity that

engages in professional, commercial or industrial activities.

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Business License. A business license grants the owner the right to start and run a

particular type of business in the city, country state, or country that issues it. It is a type

of permit indicating the company has the government's approval to operate.

Business Permit. A business permit, also known as a mayor’s permit, is a government

license secured from your local government unit (LGU). It allows you to operate your

business legally within the area of your LGU. It is also your local LGU’s way of

ensuring you are paying business taxes and following health and safety standards.

Business Permit and Licensing System. Operations by automating the permit application

process, assessment of taxes and fees, billing, payment, and liquidation of collections.

Business Permit and Licensing Office. Is responsible in processing of business

applications both new and renewal.

Business Permit and Licensing Office Personnel. Individuals responsible for managing

and overseeing the issuance and renewal of business permits and licenses within a

jurisdiction.

Efficiency. The ability of a business permit and licensing system to accomplish its goals

with minimal waste of resources, time, and effort, often involving streamlined processes

and optimized procedures.

Effort Efficiency. The effectiveness in minimizing the administrative burden and

simplifying processes for both regulatory authorities and businesses involved in

navigating the permit and licensing system.

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Payment. The monetary transactions involved in obtaining or renewing business permits

and licenses, typically in the form of fees, charges, or taxes imposed by regulatory

bodies.

Perception. Refers to how individuals, including business owners and BPLO personnel,

subjectively interpret and understand the system's procedures, requirements, and

outcomes.

Performance Efficiency. The assessment of the speed, scalability, responsiveness,

resource utilization and overall effectiveness of a business permit and licensing system.

Proprietors. Owners and operators of businesses, responsible for decision-making and

overall management.

System. The organized framework established by regulatory authorities to manage and

enforce the issuance and renewal of business permits and licenses within a specific

jurisdiction.

NOTE: PLEASE DEFINEN THIS OPERATIONALLY THANK YOU

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CHAPTER II

REVIEW OF RELATED LITERATURE

Several research endeavors have been conducted to evaluate the business permits

and licensing system within the country. One notable study is the World Bank's Doing

Business project, which produces a report assessing the efficacy of business regulations

across 183 countries. Operating on the foundational belief that sound economic activity

requires effective rules, the Doing Business project assesses business regulations and

their implementation through 10 indicator sets. These indicators encompass initiating a

business, dealing with construction permits, employing workers, registering property,

obtaining credit, safeguarding investors, fulfilling tax obligations, engaging in cross-

border trade, enforcing contracts, and closing a business.

Business Permit and Licensing

Opie (2021) defines a business license as a legal instrument that grants

authorization to business owners for operating within a specific locality. A business

permit serves as tangible proof of the company's legality and is a prerequisite for

commencing business operations. Utilizing this documentation signifies that the

company has official approval to establish itself in the registered city or municipality.

Termed as the Mayor's Permit, this legal document is processed by the local government

unit (LGU) with jurisdiction over business activities.

According to Anderson, Bridi, Baez, Maldonado, Forcellini, & Moraes (2018),

the primary objective of a business license is to ensure that the company is fully

certified, providing a layer of protection for both the owner and clients. Possessing the

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correct permit becomes crucial for safeguarding personal assets in the event of legal

action and shielding the owner in case of business-related harm. Business licenses also

play a pivotal role in guaranteeing tax compliance and adherence to municipal

regulations concerning security, defense, health, and sanitation. Moreover, this

document confers entitlement to any assistance provided by LGUs to local businesses

(Opie, 2021).

As indicated by Audyna (2019), the initiation of business licensing stands as a

crucial initial step in enhancing the investment climate. Elaborate licensing procedures

have the potential to dissuade businesses from formal registration, complicating

subsequent access to financial support from established institutions and constraining

overall productivity and growth. This, across various sectors, can impede the

establishment of new enterprises, subsequently hampering the creation of job

opportunities and decelerating overall economic progress. The enhancement and

restructuring of business licensing processes can play a pivotal role in amplifying the

number of businesses, thereby facilitating job creation.

Business Registration Process

In certain nations, the process of establishing a business and obtaining

governmental licenses or permits exceeds 40 days, irrespective of whether it is a sole

proprietorship, partnership, or organization. In contrast, initiating a new business in New

Zealand involves a single operation, consuming half a day and incurring a nominal fee.

Conversely, in countries like Brazil, the process is protracted and costly, inadvertently

promoting informal economic activities and adversely affecting tax revenues (Andersson

et al., 2018).

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According to the Doing Business 2010 report, the Philippines ranked 144th out

of 183 countries. This ranking provides insight into the country's business environment

and its attractiveness to potential investors. A particular focus on the "Starting a

Business" indicator in the report sheds light on the business registration process in the

Philippines. In the City of Manila, businesses undergo 15 procedures and endure a 52-

day waiting period before securing a business permit, a duration surpassing the regional

average in East Asia Pacific. Additionally, the cost of initiating a business, calculated as

a percentage of the economy's income per capita, is relatively higher compared to

regional benchmarks.

While the Doing Business project is instrumental in benchmarking the country's

competitiveness on a global scale, other studies delve deeper into the challenges

associated with implementing business registration processes within the Philippine

context. An illustrative example is the handbook titled "Good Practices: Streamlining

Business Registration in Local Government Units," jointly published by the Bureau of

Small and Medium Enterprise Development (BSMED), German Technical Cooperation

– Small and Medium Enterprise Development for Sustainable Employment Program

(GTZ –SMEDSEP), and The Asia Foundation (TAF) in collaboration with the

Department of Trade and Industry (DTI).

The handbook offers an overview of challenges encountered by applicants during

the business registration process, highlighting issues such as procedural complexities,

stringent requirements, customer orientation, and office accessibility. Beyond

enumerating these challenges, the handbook presents practical solutions by sharing

successful practices implemented by various Local Government Units (LGUs) to

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enhance their business registration procedures. The question arises: does the

improvement of business registration processes genuinely encourage more entrepreneurs

to register with LGUs? A reference document titled "Streamlining the Business Permit

and Licensing System," published by the Private Sector Promotion Program of

SMEDSEP in July 2008, appears to affirm this proposition.

Electronic Business Permit and Licensing System

The Electronic Business Permit and Licensing System (eBPLS), created by

Oñate, Omorog, and Babol (2018), aims to modernize and organize the process of

obtaining business licenses by transitioning it to an electronic format through a business

licensing system. To achieve this, the researchers utilized both frontend and backend

applications to create a more dependable, responsive, and efficient system. Additional

features of the system include functionalities such as company and business line

retirement, automated fee, tax, and charge assessments, online printing of Tax Order of

Payment and Business Permit, and support modules for relevant offices like the Building

Office.

The Electronic Building Permit System (eBPS) developed by Benosa, Sias, and

Omorog (2018) emphasizes the creation and implementation of an electronic building

permit system as a means of resolving the complexities of the building permit

application process. This project aims to primarily supplement the existing limitations of

the building permit application process in two municipalities in Camarines Sur. As a

response, they developed an IT solution with seven modules covering the following

requirements: (a) managing building permit applications, (b) evaluation of the

application, (c) assessment of fees, (d) generation of building permit, (e) generation of

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notices, (f) generation of reports and (g) managing of the end-user account with the

integration of a local ID system for users' authentication and a point of the payment

system as a payment facility. The System was developed using the CodeIgniter web

framework and used a Bootstrap template for the front-end. The back end, MariaDB

0.1.26, was used for the Database, Apache 2.4.27 for the webserver, and PHP 7.1.9 for

the server-side scripting.

The ePermitting system, developed by Crager (2017), facilitates faster

application, submission, and payment processes, enhancing data collection accuracy and

expediting staff review and approval. This online application system represents a

significant shift in the permit review process, providing time savings and scalability

benefits for businesses in Pennsylvania. The development and implementation of the

ePermitting system followed an Agile approach based on the Scrum tactic, enabling

iterative development, reduced upfront planning, and rapid adjustment to changes for

quicker releases. The system also offers modules for ongoing improvement and

adaptation.

Government Implements BPLS

Local governments play a crucial role in the regulatory landscape by overseeing

the registration of businesses. This regulatory function is driven by a shared objective: to

guarantee that businesses adhere to specific standards for public safety and health while

operating in alignment with the legal and policy frameworks of the locality. Such

regulatory measures can be viewed as a form of administrative reform, offering

efficiency gains that benefit both local governments and business owners. By

streamlining the business permit process, there is a tangible reduction in time and costs,

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preserving resources for businesses to channel into promoting their economic activities.

This perspective is encapsulated in the toolkit titled "Simplifying BPLS of Local

Governments: A Toolkit," published in 2008.

Santana M. (2013) highlights the digital divide and calls for inclusive e-

government measures, while Dela Casa A. (2010) emphasizes the role of e-governance

in improving transparency and accountability. Finger M. (2009) explores the broader

context of e-government within public sector reform, and Toshiyuki M. (2010) identifies

the potential benefits of e-government, particularly in administrative reform and

decentralization.

According to information available on www.inettutor.com in 2016, the Mayor's Office

in local government units functions as the overseeing and supervisory body responsible

for evaluating businesses of varying scales within its jurisdiction. The office diligently

enforces relevant laws to regulate and consistently monitors businesses. However, there

persists a challenge of certain businesses operating without proper authorization from

the authorities. Tracing this issue proves to be complex as the Mayor's Office maintains

lists of permitted and non-permitted businesses using manual storage facilities.

Additionally, it is noted that the office relies on a manual list detailing the respective

fees associated with each business.

Implementing the Business Permit and Monitoring System with Decision

Support System (DSS) can effectively address these challenges. The system introduces

modifications to the processes of obtaining permits and overseeing businesses. Key

features include the registration of business names, types, and locations, along with the

automated computation of license fees. This enhances the reliability of storage facilities,

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simplifying access to data and information. Additionally, the system facilitates the easy

tracking and retrieval of lists of registered businesses with expired or soon-to-be-

renewed licenses. The system provides warnings and notifications for expired licenses,

automatically calculating fines. Moreover, the system's capability to graphically

compare data, such as business categories (small scale, medium scale, and large scale),

enables decision-makers to gain insights for more efficient permitting and monitoring

procedures. Once installed and operational, the system is poised to contribute to the

city's revenue enhancement and offer benefits to local business owners (source:

www.inettutor.com).

Three key government departments, namely the Department of Trade and Industry

(DTI), the Interior and Local Government (DILG), and the Information and

Communications Technology (DICT), have collectively endorsed a business registration

process within local government units (LGUs) that should not exceed two days. Despite

this unified agreement, challenges persist in attracting investors to the country,

particularly in the acquisition of a fire safety inspection certificate and barangay

clearance. The signing of a joint memorandum circular by these departments emphasizes

the call for all cities and municipalities to simplify their business permits and licensing

systems (BPLS) using revised standards. Additionally, the departments have committed

to automating government transactions, as highlighted in the Philippine Development

Forum organized by the Department of Interior and Local Government and the

Department of Trade and Industry in 2010.

Under the latest joint circular, Local Government Units (LGUs) are mandated to

reduce the processing time for new business registration to two days and one day for

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renewals. Additionally, both new registrations and renewals should involve a maximum

of three procedural steps. LGUs are instructed to adopt a unified form available in both

print and electronic formats, with only two signatories required for business permits.

This directive builds upon a similar one issued by the Department of Trade and

Industry (DTI) and the Department of the Interior and Local Government (DILG) in

2010. The earlier directive aimed to streamline transactions, setting the processing time

to a range of five to 10 days, limiting the maximum number of procedures to five,

introducing a unified application form, and requiring only two signatories for business

registration. According to the co-chair of the National Competitiveness Council for the

private sector, as of August 2018, 75 percent of LGUs across the country had

successfully complied with the 2010 circular (source: Philippine Star, August 2018).

As of December 2012, a comprehensive effort was made, with 823 local

government units (LGUs) successfully streamlining their Business Permit and Licensing

Systems (BPLS). The National Competitiveness Council (NCC) carried out the BPLS

Client Satisfaction Survey, aiming to assess the performance of various LGUs

nationwide in terms of business registration, as perceived by the business communities.

This survey encompassed nearly 3,000 micro, small, medium, and large enterprises,

primarily representing single proprietorship firms distributed across the country. This

initiative is part of a series of client satisfaction surveys orchestrated by the NCC,

focusing on specific public services or agency-specific concerns. The surveys align with

the administration's commitment to prioritize good governance, transparency, and

accountability, ultimately enhancing the delivery of public services. They contribute to

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the NCC's Monitoring and Evaluation Projects, designed to monitor the quality of

government services and actual customer experiences (source: Bayani, Keneth G., 2015)

Type of Respondents

Personnel

According to the study of Moon, M. J., and Bretschneider, S. I. (2016) titled

"Public Service Quality and Service Delivery: Assessing the Impact of Personnel

Qualities on Service Outcomes" delves into how the characteristics and interactions of

government personnel influence service quality and user perceptions. Government

personnel handling business permits and licenses are crucial for system efficiency.

Competent and well-trained staff ensure accurate and timely processing, leading to

smoother user interactions and reduced frustrations. The behavior and communication

style of personnel greatly affect user satisfaction; friendly and helpful interactions

enhance confidence in the system. Transparency and fairness in personnel interactions

build trust, while offering guidance and support improves user experiences. Effective

resolution of user issues demonstrates commitment to satisfaction.

Proprietors

In the study of Brown et al. highlighted the unique challenges small business

owners face in navigating business permit and licensing systems, including limited

resources and time constraints. These challenges affect their perception of system

complexity and usability, often leading to reluctance to engage. To enhance system

acceptance, the study recommends streamlining the application process, providing

personalized assistance, ensuring accessibility and user-friendliness, and collaborating

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with stakeholders. These strategies aim to alleviate the burden on small business owners

and make the system more tailored to their needs, fostering greater acceptance and

adoption.

Age

Susanto et al. (2017) investigated user perceptions of e-government services in

Indonesia. Their findings suggest that age likely moderates the relationship between

perceived ease of use and user adoption. In other words, the impact of perceived ease of

use on user adoption might be stronger or weaker depending on user’s age.

According to Bernal-Mendez (2020), younger adults might have grown up with

technology and be more comfortable with navigating digital interfaces compared to

older adults with less experience. Additionally, cognitive abilities can be affected by

age. Vision limitations or slower information processing speeds typical with aging could

make complex interfaces more difficult for older adults to use.

Gender

Chen et al. (2018) highlights the importance of considering gender in user

experience, especially when designing e-government websites. Men, on average,

reported higher perception of ease of use compared to women. This suggests men might

have found the e-government website’s interface more intuitive and easier to navigate.

Research indicates potential differences in technology adoption rates between genders.

Residence

The study of Maciel and Zuiderwijk (2019) likely found that residents of

municipalities with limited digital infrastructure and internet access face significant

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barriers in accessing e-government services. These barriers may include unreliable

internet connectivity, slow internet speeds, and limited availability of digital devices

such as computers and smartphones which lead to lower rates of usage of online

government platforms for tasks such as paying taxes, accessing government information,

or applying for permits and licenses.

Marital Status

The study of Malik et al. (2020) suggests that being married or unmarried does

not significantly influence work-life balance levels among employees. This finding

contradicts common assumptions that marital status strongly affects work-life balance.

The research highlights that while marital status is often considered a crucial factor in

work-life balance discussions, it may not be the sole determinant. Other factors, such as

workload, flexibility in work arrangements, and individual coping strategies, likely play

important roles in shaping employees' perceptions of work-life balance.

Years of using the system

The Impact of User Experience on System Adoption: A Longitudinal Study” by

Smith et al. (2018): This study investigates how users’ perception of a system evolves

over time based on their experience using it. It explores how users’ attitudes,

satisfaction, and performance with the system change as they gain more years of

experience. The longitudinal study conducted by Smith et al. (2018) yielded valuable

insights into the dynamics of user experience and its impact on system adoption. Over

time, users’ attitudes toward the system tended to evolve positively, with increased

familiarity leading to higher levels of satisfaction. As users gained experience, their

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performance within the system improved, resulting in greater efficiency and

effectiveness. Importantly, these changes in user experience had a significant influence

on the likelihood of continued system adoption. The findings underscored the

importance of considering the longitudinal evolution of user experience in understanding

system adoption patterns and designing systems that meet users’ evolving needs and

preferences.

Effort Efficiency

The study by Fransisco et al. (2020) examined the impact of e-BPLS on small

and medium enterprises (SMEs) in the Philippines. They found that SMEs using e-BPLS

had a higher probability of growth, indicating that the system likely reduced the effort

required for business permit applications and renewals.

Kamal et al. (2021) investigated the implementation of One-Stop Service (OSS)

in Makasar City, Indonesia. Their findings suggested that OSS increased the number of

business license applicants, indicating that the system may have streamlined processes,

reducing the effort required for obtaining licenses.

Behavioral Efficiency

Fransisco et al. (2020) may also provide insights into behavioral efficiency. If the

study included qualitative data or observations, it could shed light on how SMEs

interacted with the e-BPLS system and whether it influenced their behavior positively.

Additionally, the study by Gebreselassie (2020) in Kazakhstan examined the

effectiveness of an OSS center for SMEs. While the findings indicated that the center

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faced challenges, understanding how SMEs behaved in response to these challenges

could provide insights into behavioral efficiency.

Performance Efficiency

Adepoju (2017) and Bonga and Mahuni (2018) conducted studies on the impact

of Ease of Doing Business (EoDB) on economic growth using panel data analysis. Their

findings suggested a significant effect of EoDB on economic growth, which indirectly

reflects the performance efficiency of business permit systems.

Kamal et al. (2021) and Fransisco et al. (2020) may also offer insights into

performance efficiency if they measured outcomes such as processing times for permit

applications or overall business growth rates attributable to the implementation of BPLS

or OSS.

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CHAPTER 3

METHODOLOGY

This chapter aimed to describe the research methodologies used to collect the

data which was applied in this study. This includes the research design, locale of the

study, respondents of the study, sampling design, research instruments, data gathering

procedure and data analysis.

Research Design

The study employed a quantitative descriptive-comparative research design to

evaluate and compare the efficiency of the Business Permit and Licensing System as

perceived by BPLO Personnel and Proprietors. Quantitative research involves the

collection and analysis of numerical data, making it suitable for this study's objective of

measuring perceptions quantitatively. The descriptive aspect of the design allows for a

detailed description of the perceptions of both groups regarding the system's efficiency.

Additionally, the comparative nature of the design enables researchers to compare the

perceptions of the respondents when group according to the demographic profile and

when group according to type of respondents.

Locale of the Study

The study was conducted within the municipalities of Ballesteros, Pamplona, and

Sanchez Mira in North Western Cagayan, it targeted two primary demographics: the

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personnel affiliated with the Business Permit and Licensing Office and proprietors of

local businesses operating within these municipalities.

Respondents and Sampling Procedure

The study purposively selected participants from both the BPL Office personnel

and business proprietors operating within the designated areas of study, namely

Ballesteros, Pamplona, and Sanchez Mira, Cagayan. A total of 102 participants were

included in the sample: 12 BPLO personnel and 90 business proprietors. Within each

municipality, 34 respondents were chosen, consisting of 4 BPLO personnel and 30

business proprietors, ensuring balanced representation from both groups in the study.

The data gathered from the respondents were held confidential.

In the study, Purposive Sampling was used which involves selecting participants

based on specific characteristics or criteria determined by the purpose of the study.

According to Muhammad Hassan (2023) Purposive Sampling is a non-probability

technique to gather and select the respondents of the study. It's a non-probability

sampling method because participants are not chosen randomly, and their selection is

based on subjective judgment. In other words, the participants were selected “on

purpose”, therefore the BPLO Personnel and Business Proprietors who are using the

Business Permit and Licensing System were selected as respondents.

Research Instrument

The researchers employed a survey questionnaire as their primary tool for

gathering information from respondents. This questionnaire was adapted and modified

from the study conducted by Alindajao et al. (2023).

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The questions were meticulously selected, refined, and customized to align with

the specific objectives and scope of the current research. To ensure clarity and ease of

understanding for the respondents, some questions were rephrased or restated.

The survey questionnaire was structured into two (2) parts: First part is the

demographic profile of the respondents, this section aimed to collect personal

information about the respondents, including their name, age, gender, residence, marital

status, and number of years in using the BPL System. The last part is the perception of

respondents on the efficiency of the Business Permit and Licensing System using a 4-

point Likert Scale ranging from (4) Very Efficient to (1) Very Inefficient. The middle

point or neutral choice option was eliminated which could help the researchers gather

more specific answers, facilitating the development of clearer and more direct results.

This assessment focused on three (3) key metrics: Effort Efficiency, Behavioral

Efficiency, and Performance Efficiency, each type of efficiency has ten (10) indicators

designed to measure the perceptions of respondents regarding the BPL System. Each of

these efficiency metrics provided a comprehensive view of the respondents' perceptions,

helping the researchers gather valuable insights into the efficiency of the BPL System.

Data Gathering Procedure

Formal letter was presented to the Municipality Mayors of Ballesteros, Pamplona

and Sanchez Mira before initiating the data gathering process. The letter introduced the

research initiative aimed at assessing the efficiency of the Business Permit and

Licensing (BPL) system in the municipality. Upon approval, a formal briefing was

arranged for the participants to ensure a comprehensive understanding of the research

objectives and to safeguard their data privacy. Subsequently, the questionnaires were

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distributed to the respondents to gather relevant data. They were asked to indicate

whether the system is “4 - Very Efficient, 3 - Efficient, 2 - Inefficient, 1 - Very

Inefficient.”

All collected information was securely stored and accessible only to authorized

research personnel. Moreover, ethical considerations were paramount throughout the

data gathering process, with explicit consent obtained from all participants prior to their

involvement in the study.

Upon completion of the data gathering phase, strict analysis techniques were

employed to derive meaningful insights from the collected data. Statistical methods such

as frequency analysis were utilized to identify patterns and trends within the data set.

Statistical Treatment

Upon data collection, the researchers compiled, sorted, organized, and tallied the

gathered information. The data underwent statistical analysis to address the study's

proposed questions. Descriptive statistics were employed to summarize essential aspects

of the collected data. The statistical formulas were used to evaluate and derive reliable

outcomes or results from the data information provided by the research instrument to the

respondents. This served as a mathematical basis for establishing the reliability of the

information gathered by the researchers.

Four key statistical tools were utilized: The Mean, Frequency and Percentage

Distribution, One-way Analysis of Variance, and T-test.

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Mean

According to Dennis Howitt and Duncan Cramer (2016) the mean is a measure

of central tendency that represents the average value of a set of scores, calculated by

adding up all the scores and dividing by the total number of scores. The mean provides a

measure of central tendency, giving a single value that represents the average of the

data. This can help in summarizing the characteristics of the respondents in terms of

their demographic attributes.

𝑆𝑢𝑚 𝑜𝑓 𝑎𝑙𝑙 𝑑𝑎𝑡𝑎 𝑝𝑜𝑖𝑛𝑡𝑠

Mean = 𝑁𝑢𝑚𝑏𝑒𝑟 𝑜𝑓 𝑑𝑎𝑡𝑎 𝑝𝑜𝑖𝑛𝑡𝑠

Frequency and Percentage Distribution

According to Lavrakas (2008, as reported by Hazarika, 2016) a frequency and

percentage distribution was a visual way to display data, revealing the percentage of

occurrences for each data point or group. This technique proved helpful in understanding

the frequency of data, particularly considering variables like age, gender, residence,

marital status, and number of years in using the BPL System. The formula may be

expressed as follows:

Wherein:

p= percentage

f= frequency

N= total number of respondents

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One-way Analysis of Variance

David S. Moore et al. (2014) define ANOVA as a statistical method for

comparing the means of three or more groups. It determines whether there are any

statistically significant differences between the means of the groups. The application of

One-way Analysis of Variance (ANOVA) enabled the researchers to compare means

across the demographic profile of the respondents, determining whether any statistically

significant differences existed among them.

T-test

Hugh Coolican defines the t-test as a statistical test used to compare the means of

two groups and determine whether there are significant differences between them. T-test

was employed to evaluate the significance of differences between means of two groups,

providing a rigorous statistical assessment of the relationships between variables of

interest which is the BPLO Personnel and Business Proprietors.

By employing these statistical tools in combination, the researchers were able to

conduct a comprehensive analysis of the dataset, deriving reliable outcomes and insights

to address the study's proposed questions effectively.

Likert-Scale Mean Interpretation

To analyze the perception of users on the efficiency of Business Permit and

Licensing System, the 4-point Likert Scale below was used.

Scale Mean Interpretation

4 3.26 - 4.00 Very Efficient
3 2.51 - 3.25 Efficient

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2 1.76 - 2.50 Inefficient
1 1.00 - 1.75 Very Inefficient
Likert Scale Interpretation

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CHAPTER 4

PRESENTATION, INTERPRETATION,
AND ANALYSIS OF DATA

This chapter presents the findings of the study in tabular form and analysis of

data as well as their interpretation based on the statistical treatment used in the study.

The results of data gathering activities are summarized, consolidated, and presented

herein along with corresponding analysis and interpretation of the gathered and analyzed

data.

Age

Table 1. Profile of the respondents in terms of Age

Age Frequency Percentage

Under 25 7 6.90%
25 – 34 31 30.40%
35 – 44 31 30.40%
45 – 54 20 19.60%
55 & above 13 12.70%
TOTAL 102 100%
MEAN AGE: 25-34 and 34-44

The table 1 below illustrates the age distribution of the respondents. Most

respondents fall within the age groups of 25-34 and 35-44, each comprising 30.39% of

the total population. Following these groups were respondents aged 45-54, who make up

19.61% of the population. The remaining respondents were aged 55 and above (12.75%)

and under 25 (6.86%). Overall, the age of the respondents falls within the 25-34 and 35-

44 age groups.

This result agrees to the provided insights into entrepreneurial trends of

Kauffman Indicators of Early-Stage Entrepreneurship (2021). Their data consistently

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show that the age groups 25-34 and 35-44 have high rates of new business formation.

These age groups were more likely to engage with business regulatory systems,

including obtaining necessary permits and licenses.

Gender

Table 2. Profile of the respondents in terms of Gender

Gender Frequency Percentage

Male 38 37.25%%
Female 62 60.78%%
LGBTQIA 2 1.96%%
TOTAL 102 100%

The table 2 presents the frequency and percentage distribution of the respondents'

gender. Majority of respondents are female, comprising 60.78% of the total population.

Male respondents account for 37.25%, while those identifying as LGBTQIA make up

1.96% of the total population.

According to Global Entrepreneurship Monitor (GEM) Reports women

participation in entrepreneurship has been steadily increasing globally. It notes that

women are becoming more engaged in entrepreneurial activities, often driven by

necessity and opportunity(Enterprise Research Centre). This aligns with the findings that

a significant proportion of respondents using the Business Permit and Licensing System

are female.

Residence

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Table 3. Profile of the respondents in terms of Residence

Residence Frequency Percentage

Ballesteros 34 33.33%
Pamplona 34 33.33%
Sanchez-Mira 34 33.33%
TOTAL 102 100%

The table 3 shows that each residence name Ballesteros, Pamplona, and Sanchez

Mira is equally represented by 34 respondents, accounting for an average of 33.33% per

residence. This equal representation allowed a balanced and fair comparison between the

different residences. Researchers can examine perception patterns among respondents

from various residences and identify any variations or similarities.

Marital Status

Table 4. Profile of the respondents in terms of Marital Status

Marital Status Frequency Percentage
Single 39 38.20%
Married 55 53.90%
Single
Parent/Separated 6 5.90%
Widowed 2 2.00%
TOTAL 102 100%

The table 4 shows the frequency and percentage distribution of the marital status

of the respondents. Most of the respondents were married with an average percentage of

53.92%. Followed by single respondents with an average percentage of 38.24%, next

were single parents/separated with a percentage of 5.88% and the smallest group wes

widowed respondents, at 1.96% of the total population.

Studies by the Small Business Administration (SBA) and other demographic

research suggest that married individuals are more likely to own businesses than their

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single counterparts, due to greater financial stability and the ability to share

responsibilities. Married couples often have dual incomes, which provide a stronger

financial base for business investments, and the support from a spouse can help manage

the challenges of running a business. This financial and emotional support system

increases the likelihood of business success, making married individuals more inclined

to engage in entrepreneurial activities (SBA's Office of Advocacy).

Number of years in using the BPL System

Table 5. Profile of the respondents in terms of Number of years in using the

Business Permit and Licensing System

No. of years in
Frequency Percentage
using the BPLS
Less than a year 0 0%
1 – 5 years 12 100%
6 – 10 0 0%
More than 10 years 0 0%
MEAN: 1-5 YEARS

The table 5 shows a total of 12 respondents from the BPL Office Personnel that

have been using the Business Permit and Licensing System. It was revealed that all of

the selected respondents used BPLS for 1-5 years with an average percentage of 100%.

EFFORT EFFICIENCY

Table 6. Respondents’ perception on the Efficiency of BPL System

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in terms of Effort Efficiency

Descriptive
EFFORT EFFICIENCY Mean
Value
1. The Business Permit and Licensing System is an
3.40 Very Efficient
easy-to-use online system application.

2. The system saves transportation cost for direct

3.36 Very Efficient
physical business permits and licenses application.

3. Online business application forms are being made

3.35 Very Efficient
simpler to save time filling them out.

4. Pre-filled fields in the system minimize data entry

3.38 Very Efficient
requirements, saving users time and effort.

5. Application for business permits and licenses

3.33 Very Efficient
typically only require a few documents.

6. Transactions are completed entirely online, lowering

3.10 Efficient
the cost of communication expenses.

7. Time is saved because clear instructions on the

application process are installed and are simple to 3.33
Very Efficient
follow.

8. Lower labor cost for business permit and licensing

3.06 Efficient
as all processes are done entirely online.

9. Integration with government databases reduces the

3.33 Very Efficient
need for duplicate document submissions.

10. The system saves time due to online processing of

3.35 Very Efficient
business permit and licenses application.

Composite Mean 3.30 Very Efficient

The Business Permit and Licensing System has proven itself highly efficient,

boasting a composite mean score of 3.30, denoting it as “Very Efficient.” users find the

system notably user-friendly, with a mean rating of 3.40, indicating its ease of use.

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Additionally, the system excels in cost savings, with a mean score of 3.36, by reducing

transportation expenses through minimized physical visits. Its simplified application

process, scoring 3.35 on average, streamlines procedures, while pre-filled fields

minimize data entry efforts with a mean of3.33, coupled with clear instructions (mean:

3.33) and integration with government databases (mean: 3.33), contributes to its

efficiency. Despite a slightly lower mean score for online transactions (mean: 3.10) and

labor cost reduction (mean: 3.06), the overall time-saving capabilities of the system

(mean: 3.35) underscore its efficiency in speeding up obtaining business permits and

licenses.

BEHAVIORAL EFFICIENCY

Table 7. Respondents’ perception on the Efficiency of BPL System

in terms of Behavioral Efficiency

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Mea Descriptive
BEHAVIORAL EFFICIENCY
n Value

1. The BPL System encourages users to engage 3.39 Very

proactively in the licensing process. Efficient

2. Quick processing times incentivize users to comply 3.30 Very Efficient

with regulations promptly.

3. User-friendly interfaces foster a positive attitude 3.42 Very

towards fulfilling licensing requirements. Efficient

4. Clear communication about application status Very Efficient

reduces user frustration and encourages continued 3.37
compliance.

5. Reliable performance builds trust in the system, 3.36 Very Efficient

encouraging users to rely on it for their licensing needs.

6. The system encourages more businesses to 3.34 Very Efficient

participate in the formal economy.

7. Users are pleased by the system’s ability to process 3.30 Very Efficient
application.

8. Simplified procedures lead to fewer errors and 3.31 Very Efficient

rejections, boosting user confidence in the system.

9. The BPL system facilitate active engagement among 3.40 Very Efficient
users, promoting transparent information sharing.

10. The system empowers both personnel and Very Efficient

applicants to troubleshoot and resolve issues 3.31
independently.

Composite Mean 3.35 Very

Efficient

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The Business Permit and Licensing System (BPLS) have undergone a

comprehensive assessment to gauge its behavioral efficiency across various dimensions

impacting user engagement, satisfaction, and compliance. Achieving an impressive

overall composite mean score of 3.35, classified as "Very Efficient," underscores its

efficiency in numerous areas. Notably, with a mean score of 3.39, the BPL system

excels in motivating users to proactively engage in the licensing process, fostering a

user-centric experience from the outset and sustaining user interest throughout. Quick

processing times, rated at 3.30, incentivize timely compliance, reducing bottlenecks and

ensuring a smooth workflow. User-friendly interfaces, scoring 3.42, significantly

contribute to positive attitudes towards licensing requirements by enhancing the user

experience. Clear communication about application status, rated at 3.37, reduces

frustration and encourages continued compliance, while reliability, scoring 3.36, builds

trust in the system, essential for long-term engagement. Additionally, the system's ability

to encourage business participation in the formal economy (3.34), satisfy users with

application processing (3.30), simplify procedures (3.31), facilitate active user

engagement and information sharing (3.40), and empower personnel and applicants to

troubleshoot issues (3.31) collectively contribute to its efficiency. The high ratings

across all aspects reflect the system's design tailored to meet user needs and

expectations, promoting greater participation in the formal economy, and enhancing

trust and reliability. Overall, the BPLS efficiently supports a robust and efficient

licensing process, fostering a positive user experience, reducing frustration, and

encouraging compliance.

PERFORMANCE EFFICIENCY

Table 8. Respondents’ perception on the Efficiency of BPL System

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in terms of Performance Efficiency

Mea Descriptive
PERFORMANCE EFFICIENCY
n Value

1. The BPLS is safe and secure, particularly with regard

3.45 Very Efficient
to the data and information entered.

2. If there are any system errors, they are addressed

3.31 Very Efficient
immediately.

3. The system adequately follows the defined

3.33 Very Efficient
performance specifications.

4. The BPL System exhibits an impressive response

3.35 Very Efficient
time.

5. The system maintains high level of accuracy,

3.42 Very Efficient
minimizing errors.

6. The system maintains high levels of uptime, ensuring Very Efficient

3.38
uninterrupted service.

7. BPLS consistently meets the established service

3.47 Very Efficient
standards.

8. Timeliness in processing permits and licenses is

3.38 Very Efficient
maintained.

9. Disputes or complaints regarding BPLS processes are

3.36 Very Efficient
minimal.

10. The system's availability ensures that businesses can

3.44 Very Efficient
access permit and licensing services around the clock.

Composite Mean 3.39 Very Efficient

As demonstrated by a composite mean score of 3.39, which is classified as "Very

Efficient," the table demonstrates that the assessment of the Business Permits and

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Licensing System's (BPLS) performance efficiency reveals a continuously high level of

performance across numerous metrics. Maintaining security and data integrity (3.45),

satisfying set service standards (3.47), and guaranteeing round-the-clock availability

(3.44) are areas where the system excels. Accuracy (3.42), uptime (3.38), and response

time (3.35) are other areas where respondents give the system high marks. Even though

certain categories, like prompt error correction (3.31) and performance standards

adherence (3.33), received somewhat lower scores, they are still classified as "Very

Efficient". It is generally believed that the BPLS functions well in offering businesses

fast, dependable, and secure services, proving its ability to support business operations

with few mistakes and interruptions.

Over-all Perception of System Efficiency

Table 9. Over-all Perception of System Efficiency

Composite
Indicators Descriptive Value
Mean

Effort Efficiency 3.3 Very Efficient

Behavioral Efficiency 3.35 Very Efficient

Performance Efficiency 3.39 Very Efficient

Over-all Mean 3.35 Very Efficient

The overall perception of system efficiency, as indicated by the composite means

and descriptive values across various indicators, is highly positive. The system

demonstrates remarkable efficiency in minimizing the efforts required from users to

engage proactively (Effort Efficiency: 3.30), fostering positive user experiences, and

ensuring compliance (Behavioral Efficiency: 3.35). Moreover, its performance

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efficiency, reflected in quick processing times and reliable performance (Performance

Efficiency: 3.39), further reinforces its efficiency. With an overall mean score of 3.35,

categorized as "Very Efficient," the system is perceived as highly efficient and reliable

across all evaluated dimensions. This interpretation suggests that the system excels in

minimizing user effort, processing tasks efficiently, and delivering satisfactory

outcomes, contributing to a positive perception of its overall efficiency.

Comparison on the users’ perception

The table shows the comparison of users' perceptions of the efficiency of the

Business Permit and Licensing System (BPLS) based on different profile variables such

as age, gender, residence, and marital status. The efficiency is measured across three

dimensions: Effort Efficiency, Behavioral Efficiency, and Performance Efficiency.

Table 10. Comparison on the users’ perception of the Efficiency of BPLS when

grouped according to their profile variables.

**-
Behavioral Performance
Effort Efficiency
Profile Remarks Efficiency Remarks Efficiency Remarks
F-Value P-Value F-Value P-Value F-Value P-Value
Not Not Not
Age 0.939 0.445 0.743 0.565 0.939 0.421
Significant Significant Significant
Not Not
Gender 1.367 0.26 1.46 0.237 3.439* 0.036 Significant
Significant Significant
Residenc 16.492*
14.32** 0 Significant 0 Significant 15.444** 0 Significant
e *
Marital Not Not Not
0.805 0.494 1.319 0.273 2.445 0.069
Status Significant Significant Significant

Significant @ .01 *-Significant @ .05

Age

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There is no significant difference in users' perception of efficiency across

different age groups. The F-values for Effort Efficiency, Behavioral Efficiency, and

Performance Efficiency are not statistically significant (p > 0.05). This suggests that age

does not influence how users perceive the efficiency of the BPLS.

Gender

Similarly, gender does not significantly impact users' perception of efficiency in

terms of Effort Efficiency and Behavioral Efficiency, as indicated by the non-significant

F-values (p > 0.05). However, for Performance Efficiency, the F-value is significant at

the 0.05 level (p < 0.05), suggesting that there might be some differences in perception

between genders. Further investigation may be needed to understand these differences.

Residence

Users' residence significantly affects their perception of efficiency across all

three dimensions. The significant F-values (p < 0.01) indicate that there are notable

differences in how users from different locations perceive the efficiency of the BPLS.

This suggests that users' geographical location plays a significant role in their perception

of the system's efficiency.

Marital Status

Marital status does not have a significant impact on users' perception of Effort

Efficiency, Behavioral Efficiency, and Performance Efficiency as indicated by the non-

significant F-values (p > 0.05). This suggests that marital status does not influence how

users perceive the efficiency of the BPLS.

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In summary, while age, gender, and marital status do not significantly influence

users' perception of the efficiency of the BPLS, residence appears to be a significant

factor.

Note: Number of years in using the BPLS was not included because only the BPLO uses

the BPLS, and they have the same number of years (range) in using the said system.

Comparison on the over-all perception

Table 11. Comparison on the over-all perception of the efficiency of BPL System
when grouped according to type of respondents.

Standard
Type of Respondents Mean t-comp P-value Remarks
Deviation

BPLO Personnel 3.51 0.4529

Not
0.906 0.741
Significant
Business Proprietor 3.37 0.5175

The table 11 presents the comparison of the overall perception of the BPL

System's efficiency between two types of respondents: BPLO Personnel and Business

Proprietors. BPLO Personnel have a mean perception score of 3.51 with a standard

deviation of 0.4529, while Business Proprietors have a mean perception score of 3.37

with a standard deviation of 0.5175. Both groups exhibit a t-comp value of 0.906 and a

corresponding p-value of 0.741, indicating that the difference in mean perception

between BPLO Personnel and Business Proprietors is not statistically significant.

Therefore, it can be inferred that there is no significant difference in the perception of

the BPL System's efficiency between BPLO Personnel and Business Proprietors based

on the analysis.

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CHAPTER 5

SUMMARY, CONCLUSIONS, AND RECOMMENDATIONS

This chapter presents the summary of the findings, conclusions drawn, and the

recommendations made as an outgrowth of the study.

Summary of the findings

The data analysis results indicate that majority of respondents are in the age

groups of 25–34 and 35–44, which together account for 30.39 % of the total population.

Majority of the respondents are female, comprising 60.78% of the sample; in terms of

residence, the respondents are equally represented with an average of 33.33%. In

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addition, most respondents (53.92%) in the profile are married, and 100% of BPL

personnel have used the system for one to five years.

The study reveals a consistently positive perception of the system's efficiency,

underscored by impressive composite mean scores across Effort Efficiency, Behavioral

Efficiency, and Performance Efficiency indicators. Users commend the system for its

ability to minimize user effort (Effort Efficiency: 3.30), foster positive user experiences

and compliance (Behavioral Efficiency: 3.35), and ensure quick processing times and

reliable performance (Performance Efficiency: 3.39). With an overall mean score of 3.35,

categorized as "Very Efficient," the system earns acclaim for its capacity to streamline

processes, enhance user engagement, and deliver satisfactory outcomes.

The comparison of users' perceptions regarding the efficiency of the Business

Permit and Licensing System (BPLS) across various demographic factors reveals

interesting insights. Firstly, age and gender do not significantly affect users' perceptions

across Effort Efficiency and Behavioral Efficiency dimensions. However, there is a

notable difference in Performance Efficiency perception based on gender, indicating

potential areas for further investigation. Secondly, users' residence significantly

influences their perception across all dimensions, highlighting the impact of geographical

location on system efficiency perception. Finally, while marital status does not strongly

affect Effort Efficiency and Behavioral Efficiency perceptions, there are slight

differences in Performance Efficiency perception based on marital status. Overall, these

findings emphasize the importance of considering demographic factors when evaluating

users' perceptions of system efficiency and suggest avenues for further research to

deepen our understanding of these dynamics.

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The comparison between BPLO Personnel and Business Proprietors regarding the

overall perception of the BPL System's efficiency indicates that there is no statistically

significant difference in their perceptions. Both groups show similar mean perception

scores, with BPLO Personnel scoring slightly higher at 3.51 compared to Business

Proprietors' score of 3.37. The t-comp value of 0.906 and the corresponding p-value of

0.741 affirm that this difference is not significant. Therefore, it can be concluded that the

efficiency of the BPL System does not vary significantly between the BPLO Personnel

and Business Proprietors.

Conclusion

The study reveals that among the respondents from Ballesteros, Pamplona, and

Sanchez Mira, a significant proportion falls within the age groups of 25-34 and 35-44.

These individuals, predominantly female and married, constitute the majority of users

who have been utilizing the BPL System for 1-5 years. This trend suggests a consistent

pattern of engagement with the system among middle-aged individuals, particularly those

in their late twenties to early forties, who are likely navigating both personal and

professional responsibilities. Their sustained use of the BPL System underscores its

efficiency in facilitating business permit and licensing processes over time.

Recommendations

Based on the findings and conclusions presented, the following are the

recommendations:

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 The future researchers may consider the endorsing offices which are the Bureau of

Fire Protection, LGU Treasury Office, and Rural Health Unit to be included in the

succeeding studies.

 The future researchers may consider looking for other efficiency indicators.

 The researchers recommend that BPLO Personnel and Business Proprietors should

maintain using the BPL System to uphold legal compliance.

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