6th North American International Conference on Industrial Engineering and Operations Management

Service Quality Assessment of Local Government Units’ COVID Pandemic Response using Factor Analysis

Gabriel Bucu, Ariel Salvador, Joehanna Ngo & Carlos Ignacio Lugay
Publisher: IEOM Society International
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Track: Graduate Student Paper Competition

The Philippines, one of the developing countries in Southeast Asia that reached the 1,000,000 cumulative mark of COVID-19 cases, are continuously challenged in controlling the pandemic through various government efforts and policies. As of April 2021, the country is in the 21st-30th bracket regarding the number of cases. The National Capital Region (NCR) or Metro Manila, the center of business, technology, and education of the Philippines, is tagged to be the most critical area in the country. Most of the offices and educational institutions adopted a remote setup. Malls, shops, and restaurants are hampered by the pandemic too. For more than a year of various community quarantine classifications and loose direction, Metro Manila residents imposed severe dissatisfaction with how the government is managing the pandemic. This research shall explore and assess the local government units (LGU) responses during the pandemic. Using factor analysis, the researchers evaluated the LGUs’ pandemic response through the SERVQUAL Dimensions (Reliability, Responsiveness, Assurance, Empathy, and Tangibles). Results show that four factors were composed, which are 1) Efficiency and Effectiveness, 2) Available Resources, 3) Adequate Information and Convenience, and 4) Customized Service.

Published in: 6th North American International Conference on Industrial Engineering and Operations Management, Monterrey, Mexico

Publisher: IEOM Society International
Date of Conference: November 3-5, 2021

ISBN: 978-1-7923-6130-2
ISSN/E-ISSN: 2169-8767