Performance Assessment of the PhilRice Farm Service Center: An Analysis of Service Quality and Profitability

Abstract

The Farm Service Center (FSC) caters the farm service needs of the Central Experiment Station (CES) and its extension areas. It provides custom farm services for research and seed production, focusing on land preparation, crop establishment, and harvesting. The FSC helps optimize farming practices, save time and costs, and enhance efficiency through mechanized equipment and efficient techniques. The FSC's organizational structure comprised four sub-units and employed a total of 24 personnel. A study was conducted to evaluate the performance of the PhilRice Farm Service Center by assessing its service quality and financial performance. Through a combination of qualitative and quantitative approaches, data were collected and analyzed at the Philippine Rice Research Institute Central Experiment Station in Maligaya, Science City of Muñoz, Nueva Ecija. Purposive sampling was utilized to select respondents, including service providers and clients who had availed FSC services from 2021 to 2022. The study employed interviews, customer satisfaction surveys, and document analysis as data collection methods. Qualitative feedback from clients was gathered to evaluate service quality, while quantitative analysis focused on profitability. Results from the customer satisfaction survey revealed positive feedback across various service quality categories, with clients expressing high levels of satisfaction regarding reliability and quality, responsiveness, assurance and integrity, outcome, and access to facilities. These satisfaction ratings remained consistently high for both 2021 and 2022. Regarding financial performance, the FSC experienced net losses in both years. However, subsidies resulted in a positive capital. The FSC's generated revenue increased from 2021 to 2022, accompanied by a rise in operating expenses. The performance assessment of the PhilRice Farm Service Center provides valuable insights, emphasizing positive feedback on service quality and the significance of achieving financial sustainability. The results serve as guide to strategize and enhance the current center operations to become profitable and sustainable.