📄 Abstract
This study assessed the service quality and customer satisfaction in the Local Government Unit (LGU) of Ilagan City as a basis for service improvement. It specifically examined the demographic profile of clients and their perceptions of service quality across the dimensions of tangibility, reliability, responsiveness, assurance, and empathy, as well as their level of satisfaction in relation to these dimensions. A descriptive research design was employed, utilizing a survey questionnaire administered to 50 randomly selected clients of the LGU. Data were analyzed using frequency, percentage distribution, and weighted mean. Findings revealed that respondents were predominantly male, mostly aged 56 years and above, and largely college graduates with moderate income levels. In terms of service quality, the LGU was rated high in reliability, responsiveness, assurance, and empathy, while tangibility received only an average rating, indicating concerns regarding physical facilities and technological resources. Customer satisfaction was generally rated as satisfactory across all dimensions, with responsiveness receiving the highest evaluation. The results suggest that while clients are satisfied with the services provided, improvements in physical infrastructure and digitalization of processes are necessary to enhance overall service delivery. The study recommends the adoption of modern technologies and continuous service enhancement initiatives to better meet client expectations and improve public service performance.
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📚 How to Cite:
Marielyn D. Crisologo , SERVICE QUALITY AND CUSTOMER SATISFACTION IN THE LOCAL GOVERNMENT UNIT OF ILAGAN CITY: BASIS FOR SERVICE IMPROVEMENT , Volume 12 , Issue 4, April 2026, EPRA International Journal of Multidisciplinary Research (IJMR) ,