Analyzing the Relationship between Service Quality and Customer Satisfaction on the Power Services Delivery of Northern Davao Electric Cooperative

The study aimed to determine the significant influence of service quality on customer satisfaction with the Power Services Delivery of Northern Davao Electric Cooperative (NORDECO) in the Island Garden City of Samal, Davao del Norte. The respondents were the 415 customer members of the cooperative that manage their power utility services. This quantitative survey employed a descriptive-correlational research design to determine the association and influence of service quality on customer satisfaction. The research instruments used in this study were adapted from Parasuraman et al. (1985), Mihelis et al. (2001), Grigoroudis and Siskos (2002), and Ipsilandis et al. (2008) for service quality and customer satisfaction, respectively. The statistical tools used in this study were the Mean, Pearson Product-Moment Correlation Coefficient, and Multiple Linear Regression Analysis. Based on the results, it was found that the level of service quality of the cooperative was low, and the level of satisfaction of the customers was also low. It was revealed that service quality has a very high positive relationship with customer satisfaction. Further, it was also shown that tangibility was the best predictor of customer satisfaction. In addition, all service quality domains in this study's context were significant predictors of customer satisfaction. Based on the results, it can be concluded that NORDECO's ability as a service provider in terms of service quality is seldom manifested. It was reflected in customer satisfaction, which was also seldom manifested. There was a link between service quality and customer satisfaction which can be concluded that there exists a great dependency between both constructs and that an increase in one is likely to lead to an increase in another. Lastly, service quality domains have significantly influenced overall customer satisfaction at a 95% confidence level