This study examines the service delivery and client satisfaction of the City Disaster Risk Reduction and

Management Office (CDRRMO) of Tacloban City using the SERVQUAL framework which encompasses the

dimensions of reliability, responsiveness, assurance, empathy, and tangibles. Anchored in systems theory,

resilience theory, and the legal foundation of Republic Act 10121, the study employed a descriptive-quantitative

research design. Data were gathered from fifty clients and ten employees through a Likert-Scale survey and

analyzed using Spearman’s rank-order correlation and t-test. Findings revealed that service delivery was

perceived as effective before and during disasters but less efficient after disasters, particularly in the restoration

of essential services. Client satisfaction results indicated generally favorable perceptions across all SERVQUAL

dimensions, with empathy and assurance emerging as the most significant contributors to satisfaction, while

reliability presented opportunities for improvement. The analysis confirmed a strong and statistically significant

of more resilient and adaptive disaster management framework.

Theory, Resilience Theory, Republic Act 10121

The Philippines is widely recognized as one of the most disaster-prone countries in the world due to its

geographical location along the Pacific Ring of Fire and its exposure to extreme weather events. According to

the 2025 World Disaster Risk Index, it ranks as the most vulnerable nation globally to natural hazards. On

average, the country experiences 20 tropical cyclones annually, several of which are highly destructive. Typhoon

Yolanda (Haiyan) in 2013 exemplified this vulnerability, causing massive loss of life and displacing millions of

residents. This catastrophe exposed major weaknesses in disaster preparedness and response, particularly at the

coordination, and poor community engagement. As a result, implementation of national policies often falls short

when translated into local practice (Distor, 2025).

Furthermore, disaster management in the Philippines involves multiple stages, including prevention, response,

recovery, and rehabilitation. Past structural and policy flaws have hindered the effective execution of these

processes, especially in rural and vulnerable areas. Grassroots initiatives such as disaster volunteer groups were

mobilized to strengthen disaster response efforts under the DRRM Act. In addition, traditional coping

mechanisms, such as the communal practice of Bayanihan, remain vital in shaping community resilience (Abis,

2016). Yet, these indigenous practices are rarely integrated into formal disaster management frameworks,

creating a gap between traditional knowledge and scientific approaches.

Community participation is therefore essential in bridging these gaps and ensuring that disaster strategies are

communities perceive their service delivery. Tacloban City offers a compelling case study due to its unique

experience in post-Yolanda recovery and resilience-building efforts (Iuchi, 2024). By assessing both service

delivery and client satisfaction, researchers can identify strengths, shortcomings, and opportunities for

improvement. Insights from this analysis can inform the design of a targeted training module to enhance disaster

preparedness and response capacity. Ultimately, this study aims to contribute to the development of more

inclusive, effective, and resilient local disaster management systems in the Philippines.

The study aimed to evaluate the extent of implementation of services provided by the City Disaster Risk

Reduction and Management Office, as well as the community’s perceptions using the SERVQUAL model.

This study employed a descriptive-quantitative research design to evaluate the satisfaction of Tacloban City

residents with the public services rendered by the City Disaster Risk Reduction and Management Office

(CDRRMO). The descriptive approach was utilized to examine the various dimensions of service quality-namely

reliability, responsiveness, assurance, empathy, and tangibility. In addition, an exploratory component was

integrated to identify variations in participants’ perceptions of service quality before, during, and after disaster

events. By combining descriptive and exploratory methods, the study seeks to provide a more comprehensive

instrument but enhanced to incorporate items aligned with the SERVQUAL dimensions of service quality.

Because the two scales differed in measurement levels, the 3-point responses were transformed and mapped onto

the 5-point scale to ensure comparability and compatibility, thereby enabling meaningful statistical analysis.

After the data from both instruments had been standardized and matched, a series of statistical analyses were

carried out to explore the link between service delivery and client satisfaction among Tacloban City residents.

To examine the nature of this relationship, Spearman’s rank-order correlation was applied, allowing the

researcher to determine not only whether a relationship existed but also the strength and direction of the

associations between two variables. Furthermore, a t-test was employed to assess whether there were statistically

significant differences in the respondents’ evaluations of service delivery and satisfaction across the

SERVQUAL dimensions.

A formal transmittal letter was sent to the local chief executive to secure approval for the study, after which the

researcher coordinated with the City Disaster Risk Reduction and Management Office (CDRRMO) to plan the

projects, and 10 employees from the research and planning division of the CDRRMO. Respondents were given

clear instructions to ensure accuracy and consistency in completing the survey. By gathering insights from both

service users and providers, the study aimed to assess satisfaction levels, evaluate service effectiveness, and

identify areas for improvement in disaster risk management strategies.

education received the highest rating of 2.86, suggesting that proactive measures and information dissemination

were all implemented. In contrast, emergency plans, and protocols obtained the lowest score within this stage,

though still categorized as effectively delivered. This result implies that preparedness initiatives were generally

successful but could benefit from enhanced coordination and planning mechanisms.

During the disaster, the average score decreased to 2.49, reflecting a slight decline in perceived service delivery,

yet still within the effectively delivered category. The alert system and communication component earned the

highest score of 2.80, demonstrating that information flow and early warning systems were functional and

reliable during emergencies. Conversely, resource distribution was identified as the lowest-rated indicator,

described as partially delivered, which highlights gaps in logistical efficiency and equitable access to resources.

After the disaster, the overall mean dropped further to 2.15, classified as partially delivered, signifying that

recovery operations were less efficient compared to the pre-and mid-disaster phases. Notably, financial aid and

community support achieved the highest score of 2.90, while the restoration of essential services received the

lowest score of 2.90, while the restoration of essential services received the lowest score of 1.34, indicating that

post-disaster recovery and service rehabilitation remain major areas for improvement.

as dependable and credible.

maintenance, underscoring the importance of maintaining organized and visually appealing facilities in

promoting client satisfaction. The empathy dimension received the highest overall rating of 4.97, which is

significantly higher than other dimensions, and was classified as highly satisfactory. Within empathy,

compassion and care stood out as the strongest indicator with a mean score of 4.54, highlighting the value of

genuine concern in service delivery. Lastly, the reliability dimension obtained the lowest average score of 3.92,

though still categorized as satisfactory, with post-disaster evaluation emerging as its highest indicator at 4.13,

indicating that consistent and follow-through actions remain essential for sustaining trust and satisfaction.

The relationship between service delivery and client satisfaction in the City Disaster Management Office of

Tacloban was examined using Spearman’s rank-order correlation. This nonparametric method was chosen to

delivery and client satisfaction levels across different disaster phrases, ensuring the variations in perception were

captured accurately. After computing the differences between ranks and summing their squared values, the

correlation coefficient was calculated. The resulting Spearman’s rho of 0.90 indicated a very strong positive

relationship, suggesting that higher levels of service delivery were closely associated with greater client

satisfaction.

To determine whether the observed correlation was statistically significant, the t-test was applied based on the

calculated t-value of 7.43 was compared to the critical value of ±2.160 from the t-distribution table. The

computed t-value far exceeded the critical threshold, placing it within the rejection region of the curve and

providing strong evidence against the null hypothesis. This finding confirmed that the correlation between

service delivery and client satisfaction was not due to random variation but reflected a genuine and meaningful

relationship. Therefore, it can be concluded that improvements in the efficiency, responsiveness, and quality of

service delivery significantly enhance the level of client satisfaction in Tacloban’s disaster management

Management Office (CDRRMO), which emphasizes the importance of efficient and effective service delivery

in both emergency and non-emergency contexts. The proposed training module aims to enhance the

competencies of municipal personnel by equipping them with the necessary knowledge, practical skills, and

operational tools to perform their duties with greater precision and responsiveness. Through structured learning

decision-making, and accountability within the workforce. Ultimately, this enhancement plan seeks to cultivate

a more adaptive, professional, and service-oriented organizational culture capable of meeting the city’s growing

demands for effective disaster management and community resilience.

The development and implementation of this training module are anticipated to enhance the efficiency and

overall quality of service delivery within the City Disaster Management Office. Beyond workforce development,

the program aims to ensure that the services rendered by local government personnel align with the expectations

and satisfaction levels of Tacloban City’s residents. By integrating contextual learning modules, real-life case

studies, and updated procedural guidelines, the training will bridge the gap between policy and practice, enabling

personnel to respond proactively to community needs. This holistic approach is anticipated to foster greater

public trust, transparency, and satisfaction, reinforcing the city’s commitment to good governance and

training module and ensure continuous improvement. Sustaining the program through regular updates, feedback

mechanisms, and stakeholder collaboration will maintain the city’s readiness against evolving disaster risks.