Public Readiness and Satisfaction Analysis Toward a Strategic E-Tracs Online Payment Rollout in the Masbate City Treasury Office

Abstract

This study evaluated the relationship between public readiness and user satisfaction regarding the eTRACS Online Payment Facility at the Masbate City Treasury Office. Utilizing a descriptive-correlational research design, data were gathered from active taxpayers and clients. Respondents were predominantly highly educated and represented diverse economic classes. User readiness was assessed through technology optimism, innovativeness, discomfort, and insecurity, while satisfaction was measured via system, information, and service quality, alongside net benefits. The findings revealed high levels of technology optimism (4.55) and innovativeness (4.27), with users strongly favoring electronic applications over traditional face-to-face methods. Conversely, moderate levels of anxiety persisted regarding transaction reversals and system performance. Satisfaction ratings were exceptionally high, particularly regarding net benefits (4.47), such as reduced wait times and travel costs. A statistically significant, strong positive correlation (r = 0.684, p < 0.01) was established between user readiness and satisfaction. Consequently, the study concludes that fostering digital confidence directly enhances system satisfaction. Recommendations include upgrading local technological infrastructure, establishing dedicated helpdesks and transparent refund protocols to alleviate user anxieties, simplifying interface designs, and conducting localized information campaigns to bridge the digital literacy gap within the community.