Page 95 - GS_Journal_2015

Urdaneta City University

which are gender, age, educational background and salary, have no significant relationship with
purchasing decisions. Although, consumer researchers must recognize that gender differenced,
despite movements away from the sex role dominance, still exist for some products and in
some situations, more extensive researcher shall be conducted to further determine consumers’
preferences and buying behaviors.

SERVICES DELIVERY OF THE VILLASIS WATER DISTRICT
JOY C. GAMBOA

This study aimed to evaluate the service delivery system of the Villasis Water
District (VWD). Specifically, this study determined the profile of the respondents; the level of
satisfaction of the respondents on the quality of services provided by VWD in its services areas
of commercial, technical, production, and administration; the significant relationship between
the profile variables and the level of satisfaction of the respondents on the delivery of services;
the significant difference in the perceptions of the respondents on the delivery of services across
their profile variables; and the intervention program to enhance effective services delivery.
The descriptive survey type of research was used to assess the level of satisfaction of the
respondents. The respondents were the management/employees and concessionaires of VWD.
The main data-gathering instrument used in this study was a structured questionnaire.
This investigation found out that most of the management/employee-respondents
were middle aged, males, and college graduates who held permanent positions while majority
of the concessionaire-respondents were pre-middle aged, females, college graduates, and
classified as residential concessionaires for the last 10 years or less. Overall, the concessionaires
were “satisfied” in the four service areas namely: commercial, technical, production and
administration as to reliability, responsiveness, assurance, transparency and tangibles. On the
Administration Services, however, the concessionaires were “not satisfied” with the provision for
senior citizens and handicapped lane and how materials and supplies were accounted. Likewise,
the concessionaires were “moderately satisfied” with the Production Services. There was a
moderate negative correlation between the level of satisfaction and the profile variable age; a
weak negative correlation between level of satisfaction and sex; a moderate negative correlation
between level of satisfaction and highest educational attainment; a weak negative correlation
between the level of satisfaction and the number of years as concessionaire; and a moderate
positive correlation between the level of satisfaction and concessionaire classification. These
imply significant relationships between the profile variables and the level of satisfaction of the
respondents. There were significant differences in the level of satisfaction of the concessionaire-
respondents on the quality of services provided by VWD across their profile variables in all
the four service areas of commercial, technical, production and administration. The proposed
enhancement program covers the necessary activities aimed to ensure quality services in the
four service areas of the VWD along reliability, responsiveness, assurance, transparency, and

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