Service Delivery and Stakeholders’ Satisfaction in The Public Market Office of Batangas City: Basis for Policy Enhancement

Abstract

This study examined the level of stakeholders’ satisfaction on the service delivery of the Public Market Office in Batangas City, specifically in terms of service quality, vendor relations, and market policies and regulations. Using a mixed-method approach, quantitative data were gathered from stallholders and clients through structured questionnaires, complemented by qualitative insights from key informant interviews. Descriptive and inferential analyses were employed to determine satisfaction levels, while thematic coding captured stakeholders’ issues and concerns.

Results revealed that stakeholders generally rated their satisfaction as satisfactory, reflecting the market office’s adequate service responsiveness and professional conduct. However, aspects such as sanitation maintenance, vendor communication, and equitable enforcement of market regulations were noted as areas needing improvement. Findings underscore that satisfaction levels are influenced by perceived service consistency, fairness in vendor relations, and clarity of policy communication.

Anchored on the SERVQUAL, Stakeholder, and New Public Service Theories, the study supports the principles of citizen-centered governance and collaborative service design. In alignment with SDG 11 (Sustainable Cities and Communities), SDG 8 (Decent Work and Economic Growth), and SDG 16 (Peace, Justice, and Strong Institutions), it advocates for transparent, participatory, and sustainable market governance. Policy inputs were proposed to strengthen feedback mechanisms, reinforce vendor partnerships, and modernize market management systems to ensure inclusive and innovative public service delivery.