Citizen Satisfaction Index on Government's Disaster Risk Reduction and Management Program in Mambusao, Capiz, Philippines

Abstract

This study determined the citizen satisfaction index on the government’s disaster risk reduction and management program in Mambusao, Capiz, Philippines. The descriptive research design employing multi-stage probability sampling in selecting 150 respondents were utilized. Verbatim data transcripts were analyzed using the general inductive approach and in vivo coding technique. The analysis involved several steps covering the concepts of awareness, availment, satisfaction, and need for action. Results revealed a high level of citizens’ awareness (76%), availment (88.6%), and satisfaction (90.04%) in disaster risk reduction management programs, with a low need for action (58.42%). Those who have not availed of the services (11.4%) reported poor information dissemination of local officials (53.84%), services do not apply to them (30.76%), and there was an inadequate number of personnel in the municipal disaster risk management office (15.38%) who will cater their needs. Moreover, the citizens who have availed of the services were satisfied primarily because they found the services very beneficial to the community (39.18%), they are well-informed of the services (31.96%), and the local government officials are active (28.86%). As to the reason for dissatisfaction, the respondents felt that the program was not well-disseminated and had only selective beneficiaries. With a high satisfaction rate and low need for action, the local government unit exceeded citizen’s expectations on the disaster risk management program.