Securing Kalinga: Unpacking The Effective-ness of PLGU Civil Security Delivery

Ivann Kann Lubbangon Biyang; Laila G Biyang

doi:10.36948/ijfmr.2026.v08i03.78401

Securing Kalinga: Unpacking The Effective-ness of PLGU Civil Security Delivery

Author(s)	Ivann Kann Lubbangon Biyang, Laila G Biyang
Country	Philippines
Abstract	This study assessed client satisfaction with civil security service delivery at the Provincial Local Government Unit (PLGU) of Kalinga, Philippines, using the SERVQUAL framework across five dimensions: responsiveness, reliability, assurance, empathy, and tangibles. It also evaluated service effectiveness in maintaining safety, order, and protection within government facilities, and identified challenges and priority areas for improvement. A mixed-methods design was employed, integrating quantitative descriptive-comparative analysis with qualitative thematic analysis. A structured SERVQUAL-adapted survey was administered to 323 respondents comprising employees, administrators, and civil security enforcers. Data were analyzed using weighted mean, Kruskal-Wallis, and Mann-Whitney U tests; qualitative data were subjected to thematic coding. Instrument reliability was established with Cronbach's alpha coefficients ranging from 0.87 to 0.92. Results revealed consistently high satisfaction ratings across all dimensions — responsiveness (M = 4.25–4.39), reliability (M = 4.22–4.41), assurance (M = 4.23–4.31), empathy (M = 4.23–4.35), and tangibles (M = 4.06–4.25) — as well as high perceived service effectiveness (M = 4.28–4.37). Inferential analyses indicated that sex, employment status, and frequency of service use significantly influenced perceptions of service quality, while age showed partial effects and civil status had minimal impact. Qualitative analysis identified ten thematic improvement areas, with tangible resources — including modern equipment, patrol vehicles, and surveillance infrastructure — as the most critical gaps. The findings confirm that PLGU-Kalinga's civil security services are generally effective and satisfactory; however, sustained improvement requires targeted investment in physical resources, infrastructure upgrading, institutionalized patrol protocols, expanded training programs, and stronger inter-agency coordination. These measures are essential to enhancing the reliability, client-centeredness, and long-term sustainability of civil security service delivery in local government settings.
Keywords	Civil Security Services; Client Satisfaction; SERVQUAL; Local Government Unit; Service Quality; Public Safety; Mixed-Methods; Philippines
Published In	Volume 8, Issue 3, May-June 2026
Published On	2026-05-14
DOI	https://doi.org/10.36948/ijfmr.2026.v08i03.78401

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Securing Kalinga: Unpacking The Effective-ness of PLGU Civil Security Delivery

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