Efficiency and Stakeholders' Satisfaction in the DOLE's Single-Entry Approach in Labor Dispute Resolution in SAMARICA Area, Occidental Mindoro

Abstract

This research assesses stakeholders’ perceived efficiency and satisfaction regarding the Department of Labor and Employment’s (DOLE) Single-Entry Approach (SEnA) program, a conciliation-mediation mechanism for labor dispute resolution in the Philippines. More importantly, it looks at how various demographic aspects such as social class, tenure/length of employment, educational attainment, income, and marital status relate to these perceptions, as well as the relationship between perceived efficiency and satisfaction levels. Data was collected using random sampling and a structured questionnaire from 46 employers and 46 employees from different industries. Findings indicate that SEnA is regarded as an efficient process; the highest scores were given to communication-effectiveness, and timeliness, although cost-effectiveness ranked slightly lower. Satisfaction with the program was similarly high, with strong ratings given to fairness, transparency, and accessibility. There were remarkable differences in satisfaction as ranked by various sub-groups: employees with lower income and single respondents generally rated SEnA’s efficiency higher. Unlike lower-income respondents, employers and higher-income respondents expressed lesser levels of dissatisfaction regarding transparency and fairness. Also, while there is a positive relationship between efficiency and satisfaction, the degree of that correlation is minimal, suggesting that factors beyond the respondents’ experiences are affecting this aspect. This research emphasizes that the augmentation of SEnA’s satisfaction stems from improved timeliness and communication, reinforcing its position as an economical substitute for formal litigation.