Enhancing Government Services to Rice Farmers in the Philippines: A Service Quality–Sustainability-Focused Approach for Long-Term Agricultural Resilience

Abstract

In the Philippines, where agriculture plays a vital role in the economy, nearly half of the country’s 30 million hectares of land is used for agricultural purposes. Despite government efforts to support rice farmers, challenges, such as production failures and profit losses, remain prevalent. This study evaluates the quality of government services provided to rice farmers through a service quality-based framework (SERVQUAL), assessing five key dimensions: assurance (AS), empathy (EM), reliability (RL), responsiveness (RS), and tangibility (TA). Structural equation modeling (SEM) is employed to examine the relationships among these service quality dimensions and other latent variables, including service quality (SQ), farmers’ satisfaction (FS), farmers’ trust (FT), perceived security (PS), and perceived effectiveness (PE). Data were gathered from 400 respondents using a 55-item survey. The findings indicate that perceived security (PS) is the most critical factor in enhancing the overall quality of government services. The study emphasizes the importance of adopting a SERVQUAL-based approach, with a focus on reliability and responsiveness to improve farmers’ satisfaction and trust. Additionally, fostering trust between farmers and the government is crucial to increasing the effectiveness of government programs and strengthening farmer–government collaboration. The study further advocates for prioritizing sustainable agricultural practices to ensure long-term productivity and environmental resilience. By improving service quality with a focus on sustainability, the Philippines can work towards achieving broader sustainable development goals.