Client Satisfaction with Service Delivery in the Philippine Government Infrastructure Agency: A SERVPERF-Based Assessment of the DPWH Camiguin District Engineering Office
Irish Mae Nob, Christi Magto
Received: 27 April 2026; Revised: 06 June 2026; Accepted: 08 June 2026; Published: 12 June 2026
DOI: https://doi.org/10.66074/X7N2P9W3
Abstract
This study aimed to evaluate client satisfaction with the Department of Public Works and Highways (DPWH) Camiguin District Engineering Office’s service delivery. Using the SERVPERF framework, this inquiry assessed performance across five dimensions: Tangibles, Reliability, Responsiveness, Empathy, and Assurance. Using total enumeration, this work covered business owners, representatives, and technical personnel in the construction industry, as well as their stakeholders. To gather data, a quantitative descriptive survey design was used, with a survey questionnaire as the primary data collection tool. Experts validated the research instrument to measure service quality and identify operational bottlenecks. Analyzing data with appropriate statistical tools, findings revealed a high overall level of client satisfaction, with Tangibles and Reliability as the top-performing dimensions. The analysis confirmed that satisfaction levels were consistent across all demographic profiles, indicating equitable service delivery. However, the respondents showed a significant difference in their perceptions of service delivery problems by sex, with females reporting administrative bottlenecks more acutely. While overall service delivery problems were rated as less serious, the limited number of accredited technical personnel emerged as a moderately serious concern. The study concludes that while the agency successfully maintains standardized, high-quality service delivery, institutional growth should prioritize technical capacity-building and the localization of materials-testing facilities to align with quality management standards and global sustainable development goals for accountable governance.
Keywords: client satisfaction, infrastructure management, service quality, SERVPERF
Corresponding Author Information: Department of Public Works and Highways Camiguin District Engineering Office Camiguin Province, Philippines; irishmae.nob@dpwh.gov.ph
Volume 2, Issue 2, June 2026