Service Quality and Satisfaction of AICS Program among Benefi-ciaries in Ajuy, Iloilo

Abstract

The Assistance to Individuals in Crisis Situation ( AICS) program is a critical social protection initiative, yet empirical research on its service quality and beneficiary satisfaction at the local level remains scarce. This study employed a descriptive quantitative research design to assess the AICS program’s service quality and satisfaction levels among 300 beneficiaries in the municipality of Ajuy, Iloilo. The demographic profile con-firmed the program's focus, with 76% of recipients having a monthly income of ₱10,000 or less and the ma-jority seeking medical assistance. The study utilized the SERVQUAL dimensions to measure quality, re-vealing an overall rating of good to very good. Specifically, the intangible dimensions—empathy, assurance, and responsiveness—were consistently rated highest as very good across all demographic groups. This finding suggests that beneficiaries strongly appreciate the staff's caring attitude, competence, and prompt service. Conversely, tangibility and reliability received lower, though still positive, good ratings, indicating potential opportunities for minor improvements in physical facilities and service consistency. Overall beneficiaries were satisfied regardless of age, sex, or assistance type, though educational assistance delivery lagged slightly behind the highly-rated medical and burial services. The AICS program is largely successful, driven by its strong interpersonal service. The study recommends implementing targeted, equity-centered improvements focusing on tangible facilities and standardized delivery timelines to boost reliability and further enhance the program's sustained effectiveness.