Service Quality and Customer Satisfaction in Trapiche 2 Waterworks in Tanauan City

Abstract

This study assessed the service quality and customer satisfaction at Trapiche 2 Waterworks in Tanauan City. The purpose of this research was to determine the quality of water services and their effect on customer satisfaction. A descriptive-correlational design was employed, with data collected from 150 households using stratified random sampling and self-administered questionnaires. The study utilized mean scores and Pearson product-moment correlation for data analysis. Results indicated that the overall service quality, encompassing water quality and quantity with a mean score of 3.00, and personnel service with a mean score of 3.22, was rated as "good" by customers. However, issues such as water discoloration, unpleasant taste, and unreliable supply were noted. Customer satisfaction levels regarding price with a mean score of 3.18, customer service with a mean score of 3.15, and convenience and availability with a mean score of 3.17 were rated as "satisfied," but concern about billing transparency and service consistency remained. A significant relationship was identified between service quality and customer satisfaction with r values that ranged from 0.273 to 0.409 and p values that ranged from 0 to 0.001, emphasizing the need for continuous improvement. The study concluded that enhancing water purification processes, improving personnel training, and increasing transparency in billing could positively impact customer satisfaction. Recommendations included public awareness campaigns on waste management, infrastructure upgrades, and regular customer feedback assessments. This research highlighted the importance of addressing service quality to ensure equitable access to clean and reliable water, ultimately contributing to the community's well-being and sustainability.