Assessing the Delivery of Local Disaster Management Services and Client Satisfaction through SERVQUAL Dimensions

Abstract

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 positive relationship between service delivery and client satisfaction, underscoring that higher service quality directly enhances public confidence and stakeholder satisfaction. Based on the findings, a comprehensive enhancement plan was developed through capacity-building and training modules aligned with CDRRMO Resolution No. 004-00-24. The plan underscores policy coherence, inter-agency collaboration, and community participation, while integrating continuous monitoring and evaluation to ensure long-term sustainability. Its implementation aims to enhance institutional efficiency, foster public trust, and advance Tacloban City’s vision of more resilient and adaptive disaster management framework.