The Level of User Satisfaction and Service Quality of Mantalongon Water System Cooperative for Improved Services
Keywords:
User Satisfaction, Service Quality, Uphill Area, Public Market, Plain Area, Water SystemAbstract
The increasing population demands a more effective distribution of potable drinking water to reach the people that results in creating various water supply systems. These water supply system supports the provision of potable water, however, about 844 million people on Earth do still not have access to basic water supplies and 79% of them are rural residents, suffering from water shortages. Water supply systems share the same objective of achieving the highest level of user satisfaction and service quality and provide an effective and efficient service. Good service quality is expected to result in customer satisfaction, therefore will increase customer retention and loyalty. Mantalongon Water Service Cooperative is giving an exemplary service since 1997. The Service Quality is outstanding at a level of 4.05 and the Users are very satisfied with its services at a level of 3.87 however, applying the inferred approach between User's Satisfaction and Service Quality Level to different local areas based on its geographical location with 30 sample size of each area, results show that Uphill Area is deprived of the service with a negative disconfirmation difference of -69. 75 compared to Public Market and Plain Area with a difference of 17.5 and -0.75 respectively. Uphill Area is also unsure of the service with a 3.35 satisfaction level. Therefore, it is essential to propose an Improvement Plan for Mantalongon Water Service Cooperative to ensure equal services to all of its consumers regardless of their geographical location especially for residents living in the Uphill.
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