THE EFFECT OF DIGITAL TRANSFORMATION IN PHILIPPINE POSTAL CORPORATION ATPARANAQUE CENTRAL POST OFFICE
Keywords:
Digital Transformation,, Customer Satisfaction, Organizational Performance, Employee Engagement, Philippine Postal CorporationAbstract
This research assessed the impact of digital transformation in the operations and performance of the Philippine Postal Corporation (PHLPost) at Parañaque Central Post Office. Specifically, it looked into the demographic profile of the respondents in terms of age, sex, position, length of service and educational attainment; assessed the perception of digital transformation in terms of four variables, namely digital technology, customer satisfaction, organizational performance and employee engagement; determined whether there is a significant difference in the perception when grouped according to the profile; identified the challenges encountered in implementation; and proposed a management enhancement plan.
The research design was descriptive-quantitative. The main instrument in gathering data was survey questionnaires. The study was conducted on 96 respondents, 46 postal employees and 50 customers selected through purposive sampling. Data were analyzed using frequency and percentage distribution, weighted mean and ANOVA.
The results revealed a generally positive perception of digital transformation among the respondents with an overall weighted mean of 4.06 (Agree). The highest scores were employee engagement and digital technology, but organisational performance also received a fairly positive rating, only a little lower. ANOVA results showed no significant differences in perception by age, position and educational attainment, but significant differences by sex and length of service. The main challenges identified were system errors, lack of IT support, insufficient training, resistance to change, vague policies and high maintenance costs.
The study reveals that the digital transformation has significantly enhanced service accuracy, workflow efficiency, accessibility, and employee engagement in PHLPostParañaque. However, to maintain these benefits, the company must address infrastructure and training gaps. A management enhancement plan is recommended, with continuous digital training, better IT infrastructure, clear digital policies, customer-oriented service improvements and continuous monitoring and evaluation.
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