Carmina L. dela Merced
Bernie E. Balmeo
Luningning B. De Castro
New Era University, Quezon City, Philippines
How to Cite:
Dela Merced, C. L., Balmeo, B. E., & De Castro, L. B. (2024). Exploring client perspective: A case study of the electronic business one-stop shop (E-Boss) towards client satisfaction for SMEs in Quezon City. Journal of Emerging Technologies and Innovative Research, 11(4), 516–524.
Abstract
This study investigates the profound impact of the Electronic Business One-Stop Shop (E-BOSS) system on customer satisfaction in the context of Quezon City’s Small and Medium Enterprises (SMEs). Using a sophisticated methodology that seamlessly integrates in-depth case studies with rigorous data analysis, the study aims to identify the critical factors influencing customer satisfaction and uncover opportunities for optimizing the E-BOSS platform. In essence, the findings of this study are expected to inform strategic approaches aimed at improving platform functionalities to better meet the unique needs of SMEs navigating Quezon City’s complex digital business landscape. The study’s key findings shed light on the factors that have had a significant impact on client satisfaction while also providing invaluable insights into the experiences of SMEs using the E-BOSS system in Quezon City. The findings show a significant increase in satisfaction levels when compared to previous manual methods. Applicants were overwhelmingly positive, praising the system’s effectiveness in expediting business permit applications and providing unparalleled convenience to SMEs. The findings of the comprehensive case study highlight the truly revolutionary nature of the E-BOSS system, establishing a significant milestone in the field of business facilitation and paving the way for promising avenues in future digital business infrastructure development. This study has practical implications for policymakers and stakeholders looking to improve the efficiency and satisfaction of businesses operating within such technological frameworks by contributing to the ongoing discussion about the adoption and optimization of digital platforms for SMEs. The study not only advances our understanding of E-BOSS’s transformative potential, but also serves as a road map for future efforts to foster a favorable digital ecosystem for SMEs in Quezon City and elsewhere.
Keywords: E-Business, One-Stop Shop, E-BOSS System, SMEs, Client Satisfaction, Customer Experience, Business Permit Applications, Digital Business, Case Studies, Service Efficiency
