Home⇛Journal of Interdisciplinary Perspectives⇛vol. 3 no. 9 (2025)

Quantitative Assessment of Service Quality and Client Satisfaction in the Philippine Public Sector: A Case Study of a National Regulatory Agency

Mark Anthony D. Libunao | Felix Joshua R. Gaddi

Discipline: business and management (non-specific)

 

Abstract:

This study investigates the relationship between service quality and client satisfaction in the Philippine public sector, with a specific focus on the Games and Amusements Board (GAB). Despite the growing emphasis on citizen-centered governance, limited empirical studies have examined how service quality dimensions influence client satisfaction in regulatory agencies that supervise professional sports and games. Addressing this gap, the study aimed to assess the impact of the SERVQUAL dimensions, namely tangibles, reliability, responsiveness, assurance, and empathy, on the satisfaction of clients using services from GAB. Utilizing a quantitative research design, data were collected from 408 respondents through a structured survey instrument. Descriptive statistics, Pearson correlation, and stepwise multiple linear regression analysis were employed to analyze the data. Results revealed that all five service quality dimensions have a statistically significant and positive correlation with client satisfaction. Among them, empathy (B = 0.325, p < 0.001) emerged as the strongest predictor, followed by responsiveness (B = 0.299, p < 0.001) and tangibility (B = 0.191, p < 0.001). The model yielded an R2 value of 0.815, indicating that the SERVQUAL dimensions can explain 81.5 percent of the variance in client satisfaction. These findings emphasize the critical importance of strengthening GAB’s service delivery, particularly in terms of understanding client needs, providing timely and helpful responses, and maintaining clean facilities, wellmaintained equipment, and the professional appearance of staff. While tangibility may not connect with clients on an emotional level like empathy or respond to their needs as directly as responsiveness, it still helps shape how clients perceive the quality of service and whether they can trust it. The study provides empirical evidence to support quality enhancement initiatives and performance reforms in the public service sector. It concludes with recommendations for continuous service quality assessment and stakeholder engagement to sustain client-centered regulatory practices.



References:

  1. AlOmari, F. (2021). Measuring gaps in healthcare quality using SERVQUAL model: Challenges and opportunities in developing countries. Measuring Business Excellence, 25(4), 407-420. https://doi.org/10.1108/MBE-11-2019-0104
  2. Babroudi, N. E. P., Sabri-Laghaie, K., & Ghoushchi, N. G. (2021). Re-evaluation of the healthcare service quality criteria for the COVID-19 pandemic: Z-number fuzzy cognitive map. Applied Soft Computing, 112, 107775. https://doi.org/10.1016/j.asoc.2021.107775.
  3. Camilleri, M. A. (2021). Evaluating service quality and performance of higher education institutions: A systematic review and a post-COVID-19 outlook. International Journal of Quality and Service Sciences, 13(2), 268-281. https://doi.org/10.1108/ijqss-03-2020-0034
  4. Chuenyindee, T., Ong, A. K. S., Ramos, J. P., Prasetyo, Y. T., Nadlifatin, R., Kurata, Y. B., & Sittiwatethanasiri, T. (2022). Public utility vehicle service quality and customer satisfaction in the Philippines during the COVID-19 pandemic. Utilities policy, 75, 101336, doi https://doi.org/10.1016/j.jup.2022.101336
  5. Costello, A. B., & Osborne, J. (2005). Best practices in exploratory factor analysis: Four recommendations for getting the most from your analysis. Practical assessment, research, and evaluation, 10(1). https://doi.org/10.7275/jyj1-4868
  6. Ezechi, O. N., Famoti, O., Ewim, C. P. M., Eloho, O., Muyiwa-Ajayi, T. P., Igwe, A. N., & Ibeh, A. I. (2025). Service quality improvement in the banking sector: A data analytics perspective. International Journal of Advanced Multidisciplinary Research and Studies, 5(1), 958-971. https://encr.pw/9vDGO
  7. Hair, J. F., Gabriel, M., & Patel, V. (2014). AMOS covariance-based structural equation modeling (CB-SEM): Guidelines on its application as a marketing research tool. Brazilian Journal of Marketing, 13(2). https://ssrn.com/abstract=2676480
  8. Kumar, S., Xiao, J.J., Pattnaik, D., Lim, W.M. & Rasul, T. (2022). Past, present, and future of bank marketing: A bibliometric analysis of International Journal of Bank Marketing (1983-2020). International Journal of Bank Marketing, Vol. 40 No. 2, pp. 341-383, https://doi.org/10.1108/IJBM-07-2021-0351
  9. Leem, B.H. and Eum, S.W. (2021). Using text mining to measure mobile banking service quality. Industrial Management and Data Systems, Vol. 121 No. 5, pp. 993-1007, https://doi.org/10.1108/IMDS-09-2020-0545
  10. Mallery, P., & George, D. (2000). SPSS for Windows: Step by Step. https://dl.acm.org/doi/abs/10.5555/557542
  11. Nafisah, F. R., Yunaidi, E., & Wahyudi, S. (2024). The effect of responsiveness and perceived service quality on customer satisfaction in MSMEs Batik in Semarang City. Research Horizon, 4(6), 9-16. Retrieved from https://journal.lifescifi.com/index.php/RH/article/view/386.
  12. Navarro, R., & Bacatan, J. (2023). Analyzing the relationship between service quality and customer satisfaction on the power services delivery of Northern Davao Electric Cooperative. International Journal for Innovative Research in Multidisciplinary Field, 9(6), 201-210. Retrieved from https://l1nq.com/4ZwMu.
  13. Ngo, L. V., Nguyen, T. N. Q., Tran, N. T., & Paramita, W. (2020). It takes two to tango: The role of customer empathy and resources to improve the efficacy of frontline employee empathy. Journal of Retailing and Consumer Services, 56, 102141. Doi: https://doi.org/10.1016/j.jretconser.2020.102141.
  14. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41-50. https://doi.org/10.1177/002224298504900403
  15. Parasuraman, A. B. L. L., Zeithaml, V. A., & Berry, L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. 1988, 64(1), 12-40. https://l1nk.dev/KpKHm
  16. Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1991). Refinement and reassessment of the SERVQUAL scale. Journal of Retailing, 67(4), 420. https://encr.pw/tVp0B
  17. Pataraia, N., Jinchveladze, T., & Magalashvili, T. (2025). Examining citizens’ expectations and perceptions about service quality in public sector: Adapting a hybrid public service quality model to the local context. Journal of Nonprofit & Public Sector Marketing, 37(1), 105-132. https://doi.org/10.1080/10495142.2024.2352851
  18. Rajabi H, Mirzahossein H, Hosseinian SM, Jin X. Residential location choice: An investigation of transportation, public facilities, and social factors. Comput Urban Sci [Internet]. 2024;4(1). Available from: https://doi.org/10.1007/s43762-024-00115-3
  19. Raykov, T. (2009). Interval estimation of revision effect on scale reliability via covariance structure modeling. Structural Equation Modeling: A Multidisciplinary Journal, 16(3), 539-555. https://doi.org/10.1080/10705510903008337
  20. Rumiyati, R., & Syafarudin, A. (2021). The influence of service quality and marketing mix on bank customer satisfaction in the era of COVID-19. Ilomata International Journal of Tax and Accounting, 2(1), 84-96. https://doi.org/10.52728/ijtc.v2i1.206
  21. Sarki, Z. S., Habibu, M., Abdullahi, K., & Malami, B. Z. U. (2024). The effect of quality service on customer satisfaction in banking industry. https://meijss.org/wp-content/uploads/2025/01/MEIJSS-29-42.pdf.
  22. Shahzad, A., Hassan, R., Aremu, A. Y., Hussain, A., & Lodhi, R. N. (2020). Effects of COVID-19 in E-learning on higher education institution students: the group comparison between male and female. Quality & quantity, 55(3), 805. https://doi.org/10.1007/s11135-020-01028-z
  23. Shrestha, P. M. (2021). Impact of service quality on customer satisfaction and loyalty. Management Dynamics, 24(2), 71-80. Retrieved from https://encr.pw/GbJUT.
  24. Swani, Kunal, Wakiuru Wamwara, Kendall Goodrich, Shu Schiller, and John Dinsmore (2022). Understanding business student retention during COVID-19: roles of service quality, college brand, academic satisfaction, and stress. Services Marketing Quarterly 43, no. 3 (2022): 329-352. https://doi.org/10.1080/15332969.2021.1993559
  25. Wong, K. K. K. (2013). Partial least squares structural equation modeling (PLS-SEM) techniques using SmartPLS. Marketing bulletin, 24(1), 1-32. https://encr.pw/G4vp5.
  26. Zhou, L., & Kim, J. (2024). An evaluation of quality attributes of smart hotel by using SERVQUAL-IPA model: Focused on China's hotel market. Journal of Korean Society of Industrial and Systems Engineering, 47(3), 141-151. https://doi.org/10.11627/jksie.2024.47.3.141

Tools


Copyright © 2025  KITE Digital Educational Solutions |  Exclusively distributed by CE-Logic