South Asian Journal of Social Studies and Economics

Access to safe water is a fundamental human right and a foundation of community health, yet inconsistent delivery often weakens public trust. This quantitative study investigated the connection between water service, measured by reliability, quality, and responsiveness, and consumer’s satisfaction in Barangay New Visayas, Santo Tomas, Davao del Norte. By surveying 264 households and analyzing data through the mean and Pearson’s r, the research found that service quality significantly influences consumer’s satisfaction. While overall satisfaction remains high due to reliable access, the study revealed that length of residency influences expectations, as long-term residents perceive service differently than newer residents. Crucially, the data highlighted that despite high trust levels, there is a pressing need for the water provider to improve the physical quality of the water, specifically regarding its color, odor, and taste. Ultimately, by addressing these sensory details and enhancing communication, the provider may better meet household expectations and ensure a more reliable service for every family in the neighborhood. These improvements are essential for maintaining the delicate balance between utility management and the daily needs of the residents, fostering a healthier and more trusting community for all individuals involved, regardless of how long they have lived in the area.