Advisers

Vinalyn L. Sarzata, MBA

Discipline

Business administration

Abstract

Water refilling stations provide safe, affordable drinking water, with service efficiency impacting satisfaction, productivity, and costs. This study examined pre-, during-, and post-operation processes of five stations in Batasan Hills, Quezon City, identifying strengths and inefficiencies to improve operations and customer service. The study used a quantitative descriptive-correlational method to assess operational processes and service efficiency of five water refilling stations. It identified strengths and challenges, showing how workflow, order management, and customer interaction impact service outcomes. Recommendations target improved operations and customer satisfaction. The findings revealed that the five selected water refilling stations mainly employ young staff aged 18–27, with 40% having four years or more of experience. Roles are evenly distributed among Station Managers, Delivery Personnel, and Attendants. The stations performed highly in pre-operation (3.57), during-operation (3.43), and post-operation (3.43) activities. SERVPERF assessments showed strong efficiency in tangibles (3.67), reliability (3.28), responsiveness (3.44), assurance (3.46), and empathy (3.81). A Pearson’s r test indicated a significant positive correlation (r = 0.7343, p = 0.001199) between operational processes and service efficiency, showing that streamlined operations enhance service performance. The study concludes that operational processes significantly affect service efficiency, most especially for Agua Labamba and Matteo Water Refilling Station. Hence, the researchers suggest that the management should introduce more firm scheduling procedures so that all pre-operational activities are done on time. Also, based on the findings, action plans were developed, including Zone-Based Delivery Prioritization System, Complaint Log, Water Gallon Inspection Guide, Checklist, and QR Code for Checklist Uploading.

Keywords

service efficiency, operational processes, water refilling station, servperf model