Service Quality and Trust as perceived by the Customers of Calamba Water District (CWD) in Adherence to Ethical Norms of Conduct as outlined in RA 6713: Basis for Monitoring and Enforcement Mechanisms

This study aims to determine the level of adherence to ethical norms of conduct, as outlined in RA 6713 among employees of Calamba Water District (CWD), and to investigate its impact on the quality of service delivery and public trust. The respondents include a total of 575 individuals, consisting of two groups particularly 175 CWD employees and 400 of its customers. Random sampling is used to ensure the sample represented the population. The statistical tools employ in the study included frequency, percentage, and mean for descriptive analysis, and independent t-tests and Pearson Product Moment Correlation (r) for inferential analysis. Using a researcher-made and validated questionnaire, the findings reveal that both groups of respondents perceive that CWD employees demonstrate very high adherence to ethical norms, with some aspects receiving slightly lower ratings, though still considered high, indicating room for improvement. Additionally, the study finds that both groups perceive very high quality in service delivery and public trust, with a slight lower ratings for one indicator of tangible service dimensions. A positive and significant correlation between ethical adherence, service quality, and public trust is also identified. However, the study highlighted several challenges in the implementation of RA 6713. Based on these findings, recommendations for improvement are provided.