Title:
SERVICE COMMITMENT AND EFFECTIVENESS OF EMERGENCY FIRST RESPONDERS AS PREDICTORS OF SERVICE QUALITY

Authors:
LEAN KARLO B. BATIAO and MILAGROS V. GUTIERREZ, MPA

Abstract:
This study investigated the predictive relationship between service commitment, effectiveness, and service quality among emergency first responders (EFR) in the municipality of Maco and Mabini, Province of Davao De Oro. The study utilized a quantitative, non-experimental research design utilizing correlational technique with regression analysis. A total of 199 emergency first responders from both municipalities participated in the study. Statistical tools, including Pearson R and mean score were used to analyze the data. The study revealed generally HIGH level of service commitment, Very High level of Effectiveness and generally HIGH level of service quality among emergency first responders. Significant correlation was identified between service commitment and service quality while the study revealed that effectiveness had no significant relationship with service quality. However, if effectiveness was taken out of the picture the results reveal that the domains of service commitment; affective commitment, continuance commitment and normative commitment have no significant relationship with service quality. The study emphasizes on the need to improve the overall service quality of responders while also ensuring that they will be properly motivated and satisfied with their work as a whole. The findings of this study may help the local government units of Maco and Mabini in improving the response mechanism they established over the years and help in local policy formulation as well as support system to emergency first responders.

Keywords:
Service quality, Service commitment, Effectiveness, Emergency First Responders, Disaster risk reduction and management, SGD #8 (Decent work and economic growth), #10 (Reduced inequalities)

DOI:
https://doi.org/10.37500/IJESSR.2025.8405

Date of Publication: 16-07-2025