EMBAR

Author:
Vincent Jay G. Generalao1, Dhanmarie Lyka B. Nuevo 1 , John Mark S. Cuberos1, Nebiean S. Miase 1, Christopher Famor2
1Bachelor of Public Administration , Samal Island City College , Philippines 2Department of Forestry, University of Southeastern Philippines , Tagum-Mabini Campus .

DOI: doi.org/10.58924/rjhss.v4.iss4.p12

Published Date: 19-Aug, 2025

Keywords: Keywords: Customer Satisfaction, Service Quality, Island Garden City of Samal, Water District

Abstract:
IGaCoS Water District was established to provide water for the residents of Samal Island, but there have been concerns about the level of satisfaction of the customers. The study examined the significant influence of service quality on customer satisfaction towards IGaCoS Received: 10-08-2025 Revised: 12-08-2025 Accepted: 14-08-2025 Published: 19-08-2025 Copyright:© 2025 by the authors. Submitted for possible open access publication under the terms and conditions of the Creative Commons Attribution (CC BY) license (https://creativecommons.org/licenses/by/4.0/). Water District in the Island Garden City of Samal, Davao del Norte. A total of 200 individuals who avail of the services offered by IGaCoS Water District and a resident of Barangay Peñaplata were selected as respondents in the study. This quantitative survey utilized a descriptive-correlational research design to determine the relationship and influence of service quality on customer satisfaction. The statistical tools used in this study were the Mean, Spearman Correlation Coefficient, and Simple Linear Regression Analysis. Based on the results, it was found that the level of service quality was very high, and the level of satisfaction of the customers was also high. It was revealed that service quality has a positive and strong relationship with customer satisfaction. In addition, all dimensions of service quality have a significant influence on customer satisfaction. The results indicate that service quality is a key factor influencing the satisfaction of customers. This establishes a clear relationship between the two variables, suggesting that any increase or decrease in service quality will likely lead to a corresponding change in customer satisfaction. It can be concluded that improvements in service quality are essential for enhancing customer satisfaction levels.

References:

1. Agnihotri, R., Dingus, R., Herrington, D., & Krishnan, R. (2019). Sales force technology usage and customer satisfaction: A study of the sales force automation impact. Journal of Business Research, 101, 148-157. https://doi.org/10.1016/j.jbusres.2019.04.017

2. Anouze, A. L. M., & Alamro, A. S. (2019). Factors affecting intention to use e-banking in Jordan. International Journal of Bank Marketing, 38(1), 86-112.

3. Angilella, S., Corrente, S., Greco, S., & Słowiński, R. (2014). MUSA-INT: Multicriteria customer satisfaction analysis with interacting criteria. Omega, 42(1), 189–200.

4. Anwar, G., & Abdullah, N.N. (2021). Inspiring future entrepreneurs. The effect of experiential learning on the entrepreneurial intention at higher education. International Journal of English Literature and Social Sciences, 6.

5. Anwar, K., & Balcioglu, H. (2016). The relationship between transformational leadership characteristics and effectiveness: A case study of construction companies in Erbil. International Journal of Science Technology and Management, 5(2), 250-256.

6. Anwar, K., & Louis, R. (2017). Factors affecting students’ anxiety in language learning: A study of private universities in Erbil, Kurdistan. International Journal of Social Sciences & Educational Studies, 4(3), 160.

7. Anwar, K., & Qadir, G. H. A. (2017). Study of the relationship between work engagement and job satisfaction in private companies in Kurdistan. International Journal of Advanced Engineering, Management and Science, 3(12), 239944.

8. Ardani, W., Rahyuda, K., Giantari, I. G. A. K., & Sukaatmadja, I. P. G. (2019). Customer satisfaction and behavioral intentions in tourism: A literature review. International Journal of Applied Business and International Management, 4(3), 84–93. https://doi.org/10.32535/ijabim.v4i3.686

9. Bahadur, W., Aziz, S., & Zulfiqar, S. (2018). Effect of employee empathy on customer satisfaction and loyalty during employee-customer interactions: The mediating role of customer affective commitment and perceived service quality. Cog. Bus. Manag., 5:14917080. doi10.108023311975.2018.1491780

10. Barr, T. Ash T. (2015). Sustainable Water Rate Design at the Western Municipal Water District: The Art of Revenue Recovery, Water Use Efficiency, and Customer Equity Journal of Environmental Economics, 18(1), 56-68.

11. Brusa, J.O., et. al.(2022). The Influence of location accessibility on community satisfaction with the quality of texas district public health services as intervening variables.

12. Disaster, M. (2015). Assessment on the impact of service quality delivery on guest satisfaction in the Zimbabwean hospitality industry: A case of Meikles Hotel, Harare. Great Zimbabwe University.

13. Fitzsimmons, J. A., & Fitzsimmons, M. J. (2014). Service management: Operations, strategy, and information technology (8th ed.).

14. Gong, T., & Yi, Y. (2018). The effect of service quality on customer satisfaction, loyalty, and happiness in five Asian countries. Psychology & Marketing, 35(6), 427-442.

15. Hameed, A. A., & Anwar, K. (2018). Analyzing the relationship between intellectual capital and organizational performance: A study of selected private banks in Kurdistan. International Journal of Social Sciences & Educational Studies, 4(4)

16. Ismail, A. B., & Yunan, Y.S. M. (2016). Service quality as a predictor of customer satisfaction and customer loyalty. Scientific Journal of Logistics, 12(4), 269-283. 10.17270/J.LOG.2016.4.7

17. Kashif, M., Suzana, S., Shukran, W., & Rehman, M. A. (2015). Customer satisfaction and loyalty in Malaysian Islamic banks: A PAKSERV investigation. International Journal of Bank Marketing, 33(1), 23-40.

18. Kencana, L. (2019). Service quality and customer satisfaction: Importance performance and Cartesian for marketing strategies. International Journal of Economics & Business, 3(1), 88 - 99.

19. Khan, A., Lima, R., & Mahmud, M. (2021). Understanding the service quality and customer satisfaction of mobile banking in Bangladesh: Using a structural equation model. Global Business Review, 22(1), 85-100.

20. Kotler, P., Burton, S., Deans, K., Brown, L., & Armstrong, G. (2015). Marketing. AU: Pearson Higher Education.

21. Lascuña, L. D., & Junsay, M. D. (2023). Service quality dimensions as predictors of customer satisfaction in the Civil Registry of the Island Garden City of Samal, Davao del Norte, Philippines. International Journal of Research and Innovation in Social Science, 7(4), 1459-1470.

22. Moon, Y. (2013). The tangibility and intangibility of e-service quality. International Journal of Smart Home, 7(5), 91-102.

23. Bhagirath Singh Negi. The Impact of Teacher Training on the Use of Digital Technologies in English Language Teaching and Learning. Research Journal of Humanities and Social Sciences.2024 Jan 11,4(1):1-9 , DOI:doi.org/10.58924/rjhss.v4.iss1.p3

24. National Economic and Development Authority (NEDA). (2017). Philippine Development Plan 2017–2022. Abridged version. Pasig City, Philippines: NEDA

25. Nambisan,P, Gustafson, D. H., Hawkins, R., & Pingree, S. (2016). Social support and responsiveness in online patient communities: impact on service quality perceptions. Health Expect, 19, 87–97. doi: 10.1111/hex.12332

26. Navarro, Rey and Bacatan, Jovenil, Analyzing the Relationship between Service Quality and Customer Satisfaction on the Power Services Delivery of Northern Davao Electric Cooperative (June 30, 2023). INTERNATIONAL JOURNAL FOR INNOVATIVE RESEARCH IN MULTIDISCIPLINARY FIELD, 9(6), 201- 210; 2023

27. Agatha Mwende Kakui. Historical Background of Konza in Kenya: An In-Depth Exploration. Research Journal of Humanities and Social Sciences.2024 Jan 11,4(4):1-10 . DOI : doi.org/10.58924/rjhss.v4.iss4.

28. Singh S. Development of International Regimes for Child Rights. Res J Hum Soc Sci. 2025 Aug 06; 4(4):11-21. DOI: doi.org/10.58924/rjhss.v4.iss4.p2

29. Ntabathia, M. (2013). Service quality and student satisfaction of students in private universities in Nairobi County (Doctoral dissertation).

30. Oliver, R. L. (2010). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4), 460-469. https://doi.org/10.1177/002224377001700405

31. Parasuraman, A., Zeithaml, V.A., & Berry, L. (1988). SERVQUAL: A multiple item scale for measuring consumer perceptions of service quality. Journal of Retailing, 62(1), 12-40.

32. Rahi, S. (2017). Research design and methods: A systematic review of research paradigms, Sampling issues and instruments development. International Journal of Economics & Management Sciences, 6(2), 1-5. DOI: 10.4172/2162-6359.1000403

33. Ramya, N., Kowsalya, A., & Dharanipriya, K. (2019). Service quality and its dimensions. 4(2), 39-41.

34. Rauch, A., & Hulsink, W. (2015). Putting entrepreneurship education where the intention to act lies: An investigation into the impact of entrepreneurship education on entrepreneurial behavior. Academy of Management Learning & Education, 14, 187-204. https://doi.org/10.5465/amle.2012.0293

35. Saleem, M. (2017). The role of customer satisfaction in mediating the relationship between service quality and customer loyalty. International Journal of Business and Management, 12(4), 205-213. https://doi.org/10.5539/ijbm.v12n4p205

36. Siskos, Y., Grigoroudis, E., Zopounidis, C., & Saurais, O. (1998). Measuring customer satisfaction using a collective preference disaggregation model. Journal of Global Optimization, 12(2), 175–195.

37. Spiteri, J., & Dion, P. (2004). Customer value, satisfaction, and loyalty in a business-to-business context. The Journal of Marketing Theory and Practice, 12(1), 1-15. https://doi.org/10.2753/MTP1069-6679120101

38. Sugeng. (2016). Understanding & indicators of customer satisfaction according to experts. Https://Etalasepustaka.Blogspot.Com

39. Wu, G., Liang, L., and Gursoy, D. (2021). Effects of the new COVID-19 normal on customer satisfaction: can facemasks level off the playing field between average-looking and attractive-looking employees? International Journal Hospital Management. 97:102996.

40. Yousuf, K. (2017). The impact of service quality on customer satisfaction in the banking sector of Karachi. Market Forces College of Management Sciences, XII