Study on the Efficiency of After- sales Support of Water Service Providers in Boracay Island, Malay Aklan        

Alyanna Mae V. Bumanlag

Graduate Student, Central Colleges of the Philippines, Quezon City, Philippines

Mariano L. Ching

Dean-Graduate Studies, Central Colleges of the Philippines, Quezon City, Philippines

Mauricio H. Camayran Jr. 

Research Head, Central Colleges of the Philippines, Quezon City, Philippines

Neil Jasper V. Coroza 

Faculty, Central Colleges of the Philippines, Quezon City, Philippines

Clarissa T. Jallorina

Department Manager A, Metropolitan Waterworks and Sewerage System- Regulatory Office, Quezon City, Philippines

Abstract

This study investigates the efficiency of after-sales support provided by water service providers (WSPs) in Boracay Island as perceived by consumers, and examines whether the nature of the concern and consumer classification influence these perceptions. Boracay presents a unique context due to its duopolistic market structure—an uncommon characteristic in the Philippine public service sector. The study evaluates the efficiency using key performance indicators such as maximum response time, resolution rate, first response rate, customer effort, first call resolution, customer satisfaction, customer retention, and net promoter score. A quantitative, descriptive-inferential research design was employed, involving 324 customers of the Boracay Island Water Company Inc. (BIWC) and Boracay Tubi System Inc. (BTSI). Data were gathered using a validated questionnaire, with statistical analyses—including measures of association, rank-biserial correlation, and effect size—used to assess the relationships between after-sales efficiency metrics and independent variables (WSP, consumer classification, and nature of concern). Inferential methods such as Chi-Square Analysis, Wilcoxon Test, Mann-Whitney U Test, and Kruskal-Wallis Test revealed that, overall, WSPs provide efficient to highly efficient after-sales support (p > 0.01). However, disaggregated data showed variability in efficiency across consumer types and concern categories. Some key metrics demonstrated statistically significant differences (p < 0.01, effect size = 0.074), although most results indicate a generally uniform perception of service efficiency across providers and classifications. Based on these findings, the study recommends implementing a systematized and anonymous after-sales service process which incorporates consumer classification and nature of concern, leading to the development of the NECAR model. Additionally, the creation of a user-friendly digital platform is proposed to improve consumer access to support services. The results also underscore the need for standardized national performance benchmarks for public utilities, which can guide key performance indicators in after-sales service delivery.  

Keywords: After-sales Support, Consumer Behavior , Consumer Classification, Duopoly ,Water Service Provider, Utilities.

How to cite:

Bumanlag, A. M., Ching, M., Camayran Jr., M., Coroza, N. J., & Jallorina, C. (2025). Study on the Efficiency of After- sales Support of Water Service Providers in Boracay Island, Malay, Aklan. International Journal of Multidisciplinary Educational Research and Innovation. 3(2), 267-285. https://doi.org/10.17613/t3yvr-v9x10. 

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