SERVICE QUALITY OF LOCAL GOVERNMENT UNIT WITH SEAL OF GOOD LOCAL GOVERNANCE
DOI:
https://doi.org/10.5281/zenodo.15545045Keywords:
Local Government Unit, Seal of Good Local Governance, Service Quality, SERVQUAL ModelAbstract
This study evaluates the service quality of a Local Government Unit (LGU) in Northern Negros Occidental awarded the Seal of Good Local Governance (SGLG), using an Explanatory Sequential Mixed Methods Approach. Quantitative data were collected first from 1,528 respondents—barangay officials, senior citizens, SK officials, and women’s groups—followed by qualitative data to deepen the analysis. The SERVQUAL model was used to assess five service quality dimensions: tangibles, reliability, responsiveness, assurance, and empathy. Quantitative analysis using SPSS showed that overall service quality was perceived as “fair,” with mean scores of tangibles (2.97), reliability (2.75), responsiveness (2.80), assurance (2.90), and empathy (2.78). Respondents acknowledged improvements in infrastructure and digital tools but expressed concerns over bureaucratic delays, lack of assistive technologies, slow response times, and inconsistent staff professionalism. Qualitative data from focus group discussions and interviews supported these findings, highlighting frustration with long processes, poor communication, and lack of empathy. The study recommends simplifying bureaucratic procedures, improving communication strategies, investing in assistive and digital technologies, and offering training in emotional intelligence and customer service. These measures aim to enhance LGU responsiveness and promote inclusive, citizen-centered governance. Addressing both structural and interpersonal gaps in service delivery is essential for meeting stakeholder expectations and sustaining the principles of good local governance.
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