An Exploratory Factor Analysis on Local Government Service Quality’s Response to COVID-19 Pandemic

Abstract

This study utilized exploratory factor analysis to characterize and contextualize service quality of the City Government of Davao's response to COVID-19 as perceived by its residents. Utilizing a quantitative research design and a multivariate exploratory approach, data were collected through an online survey of 300 residents. Exploratory factor analysis with principal components analysis was employed to identify the underlying dimensions of service quality. The results revealed five distinct dimensions: responsiveness and support, safety and risk management, fairness and equity, reliability and timeliness, and facility quality. Each dimension demonstrated reliable item loadings. The implications of the established dimensions of this preliminary scale are significant, particularly as local governments in the Philippines continue to respond to the COVID-19 pandemic.