HomeInternational Journal of Multidisciplinary: Applied Business and Education Researchvol. 6 no. 4 (2025)

Community Satisfaction with Zamboanga City Jail Services: Toward a Trust Rating Index

Erizha Mae Aznar | Ezrha Joy Noceda | Jay Rim R. Villa | Laiza Jane L. Polingga-Villa

Discipline: environmental sciences

 

Abstract:

This study assesses the levels of trust, respect, and satisfaction among clients of the Bureau of Jail Management and Penology (BJMP) in Zamboanga City Jail. As a vital institution within the Philippine correctional system, the BJMP plays a key role in upholding humane safekeeping and rehabilitation. Understanding client perceptions within this facility provides valuable in-sights into the effectiveness and quality of jail management and service de-livery. Rooted in the constitutional principle that “public office is a public trust,” the research addresses a critical gap in empirical data on public per-ception of jail institutions. Using a descriptive research design, the study sur-veyed 300 respondents—persons deprived of liberty (PDL), their family members, and service providers—selected through purposive sampling. A validated questionnaire measured perceptions of trust, respect, and service satisfaction. Findings revealed a consistently high level of trust (overall trust index of 97%) and satisfaction across all groups, with mean scores above 5.70 on a six-point scale, indicating a "Very High" verbal interpretation. One-Way ANOVA results showed no significant differences among the groups’ re-sponses (p = 0.42), suggesting equitable service perception across stake-holders. These outcomes demonstrate the effectiveness of BJMP’s rehabili-tation programs and the strong institutional culture of transparency, profes-sionalism, and mutual respect. The study concludes that high trust and satisfaction levels are key indi-cators of institutional performance and public confidence. It recommends in-stitutionalizing a Trust Rating Index, enhancing communication strategies, and fostering research collaborations to further professionalize BJMP ser-vices and strengthen stakeholder engagement in correctional reform.



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