Purity Mata, Reciel Ann Cullano, Ann Myril Tiu, Gamaliel Gonzales, Egberto Selerio, Fatima Maturan, Samantha Shane Evangelista, Angelo Burdeos, Kafferine Yamagishi, Lanndon Ocampo
Although previous studies offer some important findings about public satisfaction with the government's disaster response, recent insights are limited, particularly in evaluating the quality of services. Thus, this work poses two important contributions: (1) highlighting the SERVQUAL model in evaluating service quality during disaster response and (2) integrating the fragmented insights regarding public satisfaction into an overarching structural model. Building upon previous works, the proposed model highlights the SERVQUAL, perceived justice, expectation, and disaster situation as antecedents of public satisfaction, which eventually affects public trust and government image. An empirically validated partial least squares-based structural equation model (PLS-SEM) is reported with a case study of Typhoon Odette in the central Philippines. From 860 responses acquired through non-probability sampling, eight hypotheses were tested. Findings suggest that service quality, expectation, and perceived justice positively influence public satisfaction, indicating how the delivery of services, the equitable distribution of resources, and the continuous improvement through feedback looping of government response become critical factors to the public. Also, disaster situation is found to have no significant relationship with expectation and public satisfaction. Finally, results show that public satisfaction is significantly related to public trust and government image, and public trust positively affects government image. These findings emphasize that public trust is more developed when the public receives critical help during the worst circumstances associated with disasters. Based on these findings, a detailed set of policy recommendations anchored on the general framework of the Philippine disaster response incorporating SERVQUAL, expectation, and perceived justice is proposed. © 2022 Elsevier Ltd
College of Education at Carmen Campus, Cebu Technological University, Carmen, Cebu, 6005, Philippines; Institute of Food Science, Innovation and Technopreneurship, Cebu Technological University, Corner M.J. Cuenco Ave. & R. Palma St., Cebu City, 6000, Philippines; Department of Foods, Garments, and Cosmetology Technology, College of Technology, Cebu Technological University, Philippines, Cebu City, 6000, Philippines; Educational Research and Resource Center, Cebu Technological University, Danao City, 6004, Philippines; College of Education at Danao Campus, Cebu Technological University, Danao City, 6004, Philippines; Center for Applied Mathematics and Operations Research, Cebu Technological University, Corner M.J. Cuenco Ave. & R. Palma St., Cebu City, 6000, Philippines; Department of Business Administration, University of San Carlos, P. del Rosario St., Cebu City, 6000, Philippines; Department of Tourism Management, Cebu Technological University, Corner M. J. Cuenco Ave. & R. Palma St., Cebu City, 6000, Philippines
