Leslie V. Gumabon1 , Noelyn A. Dalumpines1, Kleeni G. Responso1, Mary Anne M. Polestina1 , Carmelita H. Balbosa1, Thor L. Domato, Jr.1, Mark Anthony A. Dalumpines1
1 College of Public Affairs, Mindanao State University-Buug, Datu Panas, Buug, Zamboanga Sibugay, Philippines
Email:layventulero@gmail.com, dalumpinesnoelyn@gmail.com, kleeniresponso160@gmail.com, maryanne.polestina@msubuug.edu.ph, balbosacarmelita@gmail.com, thor.domato@msubuug.edu.ph, markanthonydalumpines@msubuug.edu.ph
ABSTRACT
In the contemporary landscape of public health, the quality of healthcare services stands as a fundamental pillar in promoting the welfare and
well-being of the people. The objectives of the study are to determine the level of healthcare service quality of the Rural Health Unit (RHU)-
Buug, the level of citizens’ satisfaction as perceived by the residents, and the relationship between the variables. This study used a descriptivecorrelational design and was conducted among 76 residents of Pulog, Buug, Zamboanga Sibugay using a survey questionnaire who were
selected based on the inclusion criteria: (1) at least 18 years old; (2) resident for at least 6 months; and (3) availed the services of the RHUBuug. The data gathered were analyzed through the use of descriptive statistics such as frequency, mean, standard deviation, percentage, and
Spearman’s Rank Correlation. The study revealed the following findings: (1) most of the respondents used general consultation services serving
as the primary reason for visiting health facilities; (2) the level of healthcare service quality is "excellent"; (3) the level of citizens’ satisfaction
is "highly satisfied"; and (4) there is a highly significant relationship and strong positive correlation between the healthcare service quality and
the citizens’ satisfaction on the services offered by the RHU-Buug with a Spearman’s rho of 0.855 and a p-value of <.001. These findings
underscore the critical role that healthcare service quality plays in shaping citizens’ satisfaction. This implies that when services meet or exceed
expectations, satisfaction levels tend to rise; when they fall short, satisfaction decreases. Moreover, these findings can be utilized for coming
up with intervention plans to continue in improving healthcare services to maintain high satisfaction, which is essential for building trust in
public health systems.
Keywords: adlay intercropping, LER, ATER, MAI, ROIcitizen satisfaction, healthcare service quality, SERVQUAL model