Mat Wilson B. Ramos, Adoree A. Ramos

DOI: 10.26480/bedc.02.2023.101.107

ABSTRACT
This study explores the level of concessionaires’ satisfaction with the service delivery of Water Supply Providers (WSPs) in Laguna in terms of water quality and supply, inspection, maintenance, leak repair, billing service, communication, and front-line services. The study employed a quantitative research method. Weighted mean was the statistical treatment applied. The participants of the study were 400 concessionaires, selected based on stratified random sampling. Findings show that the concessionaires are generally satisfied with the service delivery of Water Supply Providers (WSPs) in Laguna in terms of water quality and supply, inspection, maintenance and leak repair, billing service, communication, and front-line services. The recommendation includes the following: WSPs with lower satisfaction ratings should take steps to improve their service delivery, WSPs should take into consideration the feedback and complaints of their concessionaires to identify areas of improvement, WSPs should benchmark with high-performing WSPs in terms of concessionaire satisfaction to learn from their best practices, WSPs should continuously monitor and improve their service delivery and WSPs should aim to provide excellent service that meets the highest standards possible to achieve the highest level of concessionaire overall satisfaction.

KEYWORDS
Water Supply Providers, concessionaires, service delivery, level of satisfaction