Awareness and Satisfaction of the Clients on the Services of the Bureau of Internal Revenue Employees: Basis for Enhancement

• Author(s): Micko D. Mixdon; Dr. Joyce C. Decendario
• Paper ID: 1719187
• Page: 2723-2736
• Published Date: 25-06-2026
• Published In: Iconic Research And Engineering Journals
• Publisher: IRE Journals
• e-ISSN: 2456-8880
• Volume/Issue: Volume 9 Issue 12 June-2026
• DOI: https://doi.org/10.64388/IREV9I12-1719187

Abstract

This study examined clients’ awareness and satisfaction with services provided by Bureau of Internal Revenue employees as a basis for enhancement. It specifically assessed awareness of tax policies, procedures, and available services. A descriptive correlational design was used, with a structured questionnaire administered to 375 taxpayers in San Carlos City under Revenue District Office No. 76. The validated instrument analyzed differences in awareness and satisfaction based on demographic profiles. Findings showed most respondents were 20–30 years old, female, employed, and engaged in sugar farming and general trade, with over five years of tax-related experience and annual visits. Results revealed very high awareness and satisfaction across all demographic variables. Despite minor variations, overall perceptions remained consistently positive. The study recommends sustaining performance, pursuing continuous improvement, adopting digital innovations, and strengthening proactive taxpayer engagement to further enhance service quality, maintain client satisfaction, and encourage voluntary tax compliance among taxpayers in the district.

Keywords

Awareness, Satisfaction, Services, Taxation, Taxpayers

Citations

IRE Journals:
Micko D. Mixdon, Dr. Joyce C. Decendario "Awareness and Satisfaction of the Clients on the Services of the Bureau of Internal Revenue Employees: Basis for Enhancement" Iconic Research And Engineering Journals Volume 9 Issue 12 2026 Page 2723-2736 https://doi.org/10.64388/IREV9I12-1719187

IEEE:
Micko D. Mixdon, Dr. Joyce C. Decendario "Awareness and Satisfaction of the Clients on the Services of the Bureau of Internal Revenue Employees: Basis for Enhancement" Iconic Research And Engineering Journals, vol. 9, no. 12, Jun. 2026, doi: https://doi.org/10.64388/IREV9I12-1719187

APA:
Micko D. Mixdon, Dr. Joyce C. Decendario (2026). Awareness and Satisfaction of the Clients on the Services of the Bureau of Internal Revenue Employees: Basis for Enhancement. Iconic Research And Engineering Journals, 9(12). doi: https://doi.org/10.64388/IREV9I12-1719187

MLA:
Micko D. Mixdon, Dr. Joyce C. Decendario "Awareness and Satisfaction of the Clients on the Services of the Bureau of Internal Revenue Employees: Basis for Enhancement" Iconic Research And Engineering Journals, vol. 9, no. 12, Jun. 2026. Crossref, https://doi.org/10.64388/IREV9I12-1719187

BibTeX

@article{1719187,
author = {Micko D. Mixdon, Dr. Joyce C. Decendario},
title = {Awareness and Satisfaction of the Clients on the Services of the Bureau of Internal Revenue Employees: Basis for Enhancement},
journal = {Iconic Research And Engineering Journals},
year = {2026},
volume = {9},
number = {12},
pages = {2723-2736},
issn = {2456-8880},
url = {https://www.irejournals.com/formatedpaper/1719187.pdf},
abstract = {This study examined clients’ awareness and satisfaction with services provided by Bureau of Internal Revenue employees as a basis for enhancement. It specifically assessed awareness of tax policies, procedures, and available services. A descriptive correlational design was used, with a structured questionnaire administered to 375 taxpayers in San Carlos City under Revenue District Office No. 76. The validated instrument analyzed differences in awareness and satisfaction based on demographic profiles. Findings showed most respondents were 20–30 years old, female, employed, and engaged in sugar farming and general trade, with over five years of tax-related experience and annual visits. Results revealed very high awareness and satisfaction across all demographic variables. Despite minor variations, overall perceptions remained consistently positive. The study recommends sustaining performance, pursuing continuous improvement, adopting digital innovations, and strengthening proactive taxpayer engagement to further enhance service quality, maintain client satisfaction, and encourage voluntary tax compliance among taxpayers in the district.},
keywords = {Awareness, Satisfaction, Services, Taxation, Taxpayers},
month = {June}
}