International Journal For Multidisciplinary Research

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Volume 8 Issue 4
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Customer’s Satisfaction in the Water Service Delivery of Metro Kalibo Water District: Evaluating Service Delivery Feedback

Author(s) Engr. Rlee Fetilo Maravilla
Country Philippines
Abstract The purpose of this study was to determine the level of customer satisfaction in the water service delivery of the Metro Kalibo Water District (MKWD), with emphasis on evaluating service reliability, water quality, and service quality, as well as examining customer feedback for service improvement. Specifically, the study analyzed the demographic profile of the respondents, assessed their satisfaction levels across key service dimensions, and identified the factors influencing satisfaction. Furthermore, it explored the significant relationship between customer feedback and perceived service delivery to enhance MKWD's customer-centered practices.
  Using a survey questionnaire given to residential customers in the MKWD service region, this study used a descriptive-quantitative methodology. To ascertain satisfaction levels and important relationships between variables, data were collected over a three-month period and statistically examined. To investigate the impact of demographics on service perceptions, respondents were categorized according to age, sex, and level of education.
  The results showed that although the majority of consumers were quite satisfied with the water supply’s dependability and general quality, there was a room for improvement in terms of the service staff’s professionalism and response. Consistent communication, prompt service response, and steady water pressure were highlighted in customer comments. Additionally, a statistically significant correlation was found between customer input and their assessment of service delivery, indicating that actively addressing customer issues is crucial to raising service standards.
  Conducted within the jurisdiction of MKWD located at Jaime Cardinal Sin Avenue, Barangay Andagao, Municipality of Kalibo, Province of Aklan, the study provides meaningful insights to guide management decisions aimed at enhancing customer satisfaction and service performance in the water sector.
Keywords : Metro Kalibo Water District (MKWD), customer satisfaction, water reliability, water quality, service quality, customer feedback, service delivery improvement
Field Business Administration
Published In Volume 8, Issue 4, July-August 2026
Published On 2026-07-04
DOI https://doi.org/10.36948/ijfmr.2026.v08i04.82955
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CrossRef DOI prefix of IJFMR is 10.36948/ijfmr

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