An Ergonomics- ServQual Approach in Enhancing the Service Delivery Performance for a Government Agency in the Philippines

Abstract

Historically, the trend is increasing in terms of the number of complaints towards the quality of service that the Philippine government agencies provide. Even though several studies and proposals were implemented with regard to this issue, gaps between the service providers and its customers are still evident. This study targets to analyze these gaps and verify specific relationship among its variables, particularly for the top non-performing agency in the country. The framework was developed through systematic verification of data in which its source of information is mostly from responses of the employees and customers as well as through confirmation on related references. As a result, the level of customer satisfaction was found to be highly dependable with the agency's ambiance, working hours, queue of transactions, and skill of the people.