E-Governance Service Effectiveness and Ease of Doing Business among Smes in Cabanatuan City: Basis for a Digital Governance Improvement Plan

Abstract

This study examined the effectiveness of e-governance services and their influence on the ease of doing business among small and medium enterprises (SMEs) in Cabanatuan City, Nueva Ecija. Specifically, the study assessed the effectiveness of e-governance services in terms of accessibility, efficiency, reliability, and responsiveness. It also identified the challenges encountered by SMEs in using digital government services and proposed possible improvements to strengthen digital governance implementation. The study utilized a quantitative descriptive research design, with data gathered through survey questionnaires administered to 52 SME owners, managers, and business personnel who have experience using online government services for permits, registration, and other business-related transactions. The findings revealed that respondents strongly agreed that e-governance services are effective, particularly in terms of accessibility and efficiency. Respondents perceived online government services as accessible across different devices and helpful in reducing physical visits to government offices, minimizing paperwork, and improving transaction processes. The study further found that e-governance positively influences the ease of doing business by simplifying business registration, permit applications, and regulatory compliance. However, despite the positive perceptions, respondents also identified several challenges affecting the use of e-governance services. These include government website downtime, unstable internet connectivity, insufficient technical support, unclear instructions, and limited technical knowledge among users. Moreover, respondents strongly agreed that improvements such as enhanced platform usability, integrated online government systems, faster processing of online applications, improved customer support services, and training programs for SMEs should be prioritized. The study concludes that e-governance services significantly contribute to improving business operations and administrative efficiency among SMEs in Cabanatuan City. Nevertheless, continuous enhancement of digital infrastructure, online platforms, and support services is necessary to strengthen the effectiveness, accessibility, and reliability of e-governance services and to promote a more efficient and business-friendly digital environment.