Enhancing Government Services to Rice Farmers in the Philippines: A Service Quality–Sustainability-Focused Approach for Long-Term Agricultural Resilience

Jenel Ituriaga, Klint Allen Mariñas () and Charmine Sheena Saflor ()
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Jenel Ituriaga: School of Industrial Engineering and Engineering Management, Mapua University, Manila 1002, Philippines
Klint Allen Mariñas: School of Industrial Engineering and Engineering Management, Mapua University, Manila 1002, Philippines
Charmine Sheena Saflor: Department of Industrial Systems Engineering, De La Salle University, Manila 1004, Philippines

Sustainability, 2024, vol. 16, issue 18, 1-24

Abstract: In the Philippines, where agriculture plays a vital role in the economy, nearly half of the country’s 30 million hectares of land is used for agricultural purposes. Despite government efforts to support rice farmers, challenges, such as production failures and profit losses, remain prevalent. This study evaluates the quality of government services provided to rice farmers through a service quality-based framework (SERVQUAL), assessing five key dimensions: assurance (AS), empathy (EM), reliability (RL), responsiveness (RS), and tangibility (TA). Structural equation modeling (SEM) is employed to examine the relationships among these service quality dimensions and other latent variables, including service quality (SQ), farmers’ satisfaction (FS), farmers’ trust (FT), perceived security (PS), and perceived effectiveness (PE). Data were gathered from 400 respondents using a 55-item survey. The findings indicate that perceived security (PS) is the most critical factor in enhancing the overall quality of government services. The study emphasizes the importance of adopting a SERVQUAL-based approach, with a focus on reliability and responsiveness to improve farmers’ satisfaction and trust. Additionally, fostering trust between farmers and the government is crucial to increasing the effectiveness of government programs and strengthening farmer–government collaboration. The study further advocates for prioritizing sustainable agricultural practices to ensure long-term productivity and environmental resilience. By improving service quality with a focus on sustainability, the Philippines can work towards achieving broader sustainable development goals.

Keywords: government services; perceived effectiveness; service quality; structural equation modeling (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2024
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