Service Reliability of Batelec–1 in Selected Barangays of Calatagan, Batangas, Philippines Basis for an Action Plan

This study aimed to help Batelec-1 in Calatagan to expand and improve their service to provide a more reliable service to end – users. Descriptive type of research method was utilized in the study. The results reveal that the overall assessment of the respondents on the level of service reliability in terms of construction services was reliable. However, clearing of line schedule and available maintenance equipment and machine was assessed less reliable. On the level of consumers’ satisfaction in construction and maintenance services, the overall assessment of the respondents was satisfied but interruption duration and action on complaints and request got the lowest mean score and interpreted as less satisfied. The results also show that the common problems and complaints encountered by the consumers were lack of information drive, unavailability of consumer hotline, inadequate facilities and equipment, and delayed action on service request/complaints. A proposed action plan is designed to provide continuous reliability on Batelec-1 services. Based on the results of the study, construction and maintenance services of Batelec-1 in the selected Barangays in Calatagan are considered reliable, yet, can still be improved. Electric consumers are generally satisfied on personnel, construction and maintenance services yet less satisfied on information dissemination. The common problems and complaints from the consumers include lack of information drive and inavailability of consumer hotline. An action plan is proposed to provide continuous reliability on Batelec-1 services.

Keywords: Service reliability, Calatagan, Construction and Maintenance Services