A Content Analysis of the Complaints Received by the Marina through the 8888 Citizens’ Complaint Center: Basis for a Proposed Complaint Management System

Abstract ―​

In today's ever-changing global landscape, governments grapple with the daunting task of meeting the rising public demand for quality public services. The concept of participatory governance, which involves citizens in government management, has gained traction as a way to address these challenges. The 8888 Citizens' Complaint Center (CCC) in the Philippines plays a pivotal role by allowing citizens to provide feedback, enhancing transparency and accountability. The study focused on the Maritime Industry Authority (MARINA) and the complaints received by the Agency from 2017 to 2022. Through an analysis of 298 complaints from the dataset of 1,161, the study explored complainant profiles – gender, geographical distribution, and the type of MARINA stakeholder; common nature of concerns; tones of complaints filed; and the common reasons for lodging a complaint – which may serve as the basis for a complaint management system tailor-fit for the MARINA. The Expectancy-Disconfirmation Theory (EDT) is applied to understand stakeholder satisfaction and dissatisfaction. Based on the findings, particularly noteworthy was the prevalence of male complainants, including seafarers, indicating the need for tailor-fitted services. Complaints often centered around MARINA's services, highlighting discrepancies between expectations and experiences. Intriguingly, most complaints take a neutral tone, seeking assistance for specific issues. The study underscored the importance of a dedicated complaint management system to improve MARINA's responsiveness to its stakeholders and to improve their satisfaction.