Philippine E-Journals

Customer Insights on the Quality Service Delivery of Water in Malolos, Bulacan

Ruth R. Sealmoy | Maria Lilibeth S. Lee | Emilor E. Dimagiba

Discipline: management studies

 

Abstract:

Water services significantly impact people’s daily lives in various ways, encompassing health, sanitation, and home comfort. In Malolos, Bulacan, projects like the bulk water interconnection have made the supply more stable and reached more communities. Even so, many households still face weak pressure, unclear policies, and service interruptions. This study examined how residents perceive their water service and how these perceptions influence their overall satisfaction. A survey was carried out among 379 customers of a private water service provider in Malolos. The questions focused on water quality, availability, pressure, sanitation, complaint handling, reliability, and the processes for reconnection, disconnection, and policy implementation. The data was then analyzed to see how these areas relate to customer satisfaction. Most respondents were satisfied with water quality and availability, and many noticed improvements brought by new projects. However, low and uneven pressure was a recurring issue. On the service side, people rated complaint handling, reconnection, and communication as only fair. Delays, sudden disconnections, and unclear billing rules were familiar sources of frustration. These issues show that while access has improved, service management still needs attention. The study suggests that solving technical problems alone is not enough. Customer trust depends just as much on how services are managed and delivered. To improve, providers should focus on maintaining pressure stability, streamlining office processes, and providing timely and transparent information to customers. Listening to feedback, training staff to be more responsive, and introducing measures like a “Customer Bill of Rights” can also help. Balancing technical upgrades with improved customer service will lead to more reliable water delivery and greater confidence in the utility.