Service Quality and Customer Satisfaction of Local Government Water Providers in Selected Cities in the Philippines

This study assessed the service quality of local government water providers and its influence on customer satisfaction in selected cities in the Philippines. An explanatory sequential mixed-methods design was employed, involving 393 survey respondents and eight interview participants. Quantitative data were analyzed using descriptive statistics, independent samples t-tests, analysis of variance (ANOVA), and Pearson correlation, while qualitative data were examined through thematic analysis. Findings revealed a moderate level of customer satisfaction, with significant differences observed across service areas, particularly in infrastructure, responsiveness, and affordability. Persistent challenges included water quality concerns, service interruptions, ineffective communication, and billing inconsistencies. Statistical analysis showed a strong positive relationship (r = 0.878, p < 0.001) between service quality and customer satisfaction. The study recommends infrastructure modernization, digitalization of billing and communication systems, and strengthened community engagement. These findings contribute to improving public water service delivery and promoting equitable and sustainable water governance.

Service Quality, Customer Satisfaction, Water Providers, and Local Government Units

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