International Journal of Management studies and Social Science Research

1 Anthony Kiriinya Mwongera, 2 Dr. Lawrence Odollo, 3 Dr. Thomas Githui

DOI: https://doi.org/10.56293/IJMSSSR.2026.6201

ABSTRACT: The knowledge, innovation, and socio-economic development of Kenya are heavily dependent on the performance of its research institutions. This study examined the influence of customer focus on the organisational performance of research institutions in Kenya. This study employed a correlational research design. The study targeted 10756 employees in the 48 research institutions. Simple random sampling was used to select 386 employees in the research institutions who formed the sample size. Data collection was done using questionnaires. Data analysis was done with the aid of Statistical Package for Social Sciences software version 25. Both descriptive (frequencies, percentages, means and standard deviations) and inferential statistics (regression and correlation) were carried out and results presented using graphs and tables. Descriptive results showed that the respondents agreed that stakeholders’ focus affected the organisational performance of research institutions in Kenya. Regression findings revealed that there was a positive and significant relationship between stakeholders’ focus on organisational performance of research institutions in Kenya. Furthermore, stakeholders' focus was strongly and positively correlated with organisational performance of research institutions in Kenya. The study concluded that stakeholders' focus has a significant positive influence on the organizational performance of research institutions in Kenya.

Keyword: Customer focus, organisational performance, research institutions, Kenya

Qi Shen, Qing Yuan, Ziyuan Xie, Pengyu Quan, Sen Zhang, Xiaobao Yu

DOI: https://doi.org/10.56293/IJMSSSR.2026.6202

ABSTRACT: Driven by the digital economy and "dual carbon" goals, value extraction from power data has become a pivotal engine for the transformation and upgrading of the energy industry. However, the realization of power data value is not an instantaneous process; instead, it undergoes a differentiated evolution spanning resource utilization, assetization, and capitalization. Based on an analysis of the inherent logic of value evolution for power data products, this paper explores value innovation around the concept of "data temperature" at different developmental stages, and proposes targeted business models and competitive strategies. By examining advanced practices in Guizhou, Jiangsu, Beijing and other regions, the study summarizes the typical characteristics and implementation paths of business models in each stage, and discusses the coordination between business model innovation and policy frameworks. The conclusions aim to provide theoretical support and practical guidance for the market-oriented allocation of power data as a key production factor and the healthy development of the industry.

Keyword: Electricity data, business model, nine-grid

Dada Durotimi Amos (Ph.D), Enyioko Chilaka Onyekachi (Ph.D), Eniolorunda Ekundayo Toba, Evbota James Edomwonyi (Ph.D)

DOI: https://doi.org/10.56293/IJMSSSR.2026.6203

ABSTRACT: This study examined the relationship between public sector financial incentives and the performance of Small and Medium-Sized Enterprises (SMEs) in Kogi State, Nigeria. Anchored on the persistent financing constraints and uneven performance of SMEs, the study specifically assessed the level of access to government-provided financial incentives and evaluated their effect on enterprise performance indicators such as revenue growth, profitability, expansion capacity, and operational efficiency. A descriptive survey research design was adopted, with data collected from 420 SME owners and managers selected through a multi-stage sampling technique from a population of 12,500 enterprises. Data were analyzed using descriptive statistics and inferential tools, including Pearson correlation and multiple regression analysis at a 5% significance level. Findings revealed that access to public sector financial incentives is moderate but constrained (𝑋 = 2.95), with limited awareness (𝑋 = 3.20), low application rates (𝑋 = 3.00), and significant bureaucratic barriers affecting accessibility (𝑋 = 2.83). Institutional support (𝑋 = 2.80) and perceived benefits (𝑋 = 2.96) were also weak, indicating structural inefficiencies in programme delivery. However, the study established a statistically significant positive relationship between financial incentives and SME performance. Specifically, financial incentives strongly correlated with revenue growth (r = 0.628, p < 0.01), profitability (r = 0.615, p < 0.01), and expansion capacity (r = 0.601, p < 0.01). The findings suggest that while financial incentives enhance SME performance, their overall impact is limited by access constraints and implementation gaps. The study concludes that improving accessibility, transparency, and institutional support is critical to maximizing the developmental impact of public financial interventions on SMEs.

Keyword: Public sector financial incentives; SME performance; Access to finance; Revenue growth; Kogi State Nigeria

Rosalyn Surya Dewi, Ika Barokah Suryaningsih, Mochammad Farid Afandi

DOI: https://doi.org/10.56293/IJMSSSR.2026.6204

ABSTRACT: This study was motivated by the gap between the availability of private dental practices and the level of service utilization by the community in Jember Regency. The research problem focuses on whether Healthcare Service Quality (HCSQ) affects patients' post-service behavioral intention, both directly and indirectly through patient satisfaction and patient trust as mediating variables. The objective of this study is to examine the effect of Healthcare Service Quality on patient satisfaction, patient trust, and patients' post-service behavioral intention, as well as to test the role of patient satisfaction and patient trust as mediating variables in private dental practices in Jember Regency. This study employed a quantitative approach with an explanatory research design. Data were obtained from patients of private dental practices who met the inclusion criteria through the distribution of online questionnaires. The sampling technique used was non-probability sampling with a consecutive sampling method, resulting in a total of 142 patients as respondents. Data analysis was conducted using SPSS for Windows version 26.0 and Partial Least Squares Structural Equation Modeling (PLS-SEM) with the assistance of SmartPLS software version 4.1.1.8. The results showed that Healthcare Service Quality has a positive and significant effect on patient satisfaction, patient trust, and patients' post-service behavioral intention. In addition, patient satisfaction and patient trust also have a positive and significant effect on patients' post-service behavioral intention. Furthermore, patient satisfaction and patient trust were proven to partially mediate the effect of Healthcare Service Quality on patients' post-service behavioral intention. The conclusion of this study is that improving healthcare service quality in private dental practices is an important factor in enhancing patient satisfaction and patient trust, which ultimately encourages the formation of patients' post-service behavioral intention, such as repeat visits and providing positive recommendations to others.

Keyword: Healthcare Service Quality, Patient Satisfaction, Patient Trust, Patients' Post-Service Behavioral Intention, Private Dental Practice.

Nguyen Thi Hoi & Dam Gia Manh

DOI: https://doi.org/10.56293/IJMSSSR.2026.6205

ABSTRACT: In the context of accelerating digital transformation, digital identity has become a critical component of cybersecurity, enabling the protection of personal data and secure access in cyberspace. The rapid expansion of digital platforms has intensified cyber threats, including identity fraud, data breaches, and unauthorized access. Effective digital identity management is therefore essential for ensuring authentication, access control, and compliance with regulatory frameworks such as the GDPR and the CCPA. This study examines the structure and vulnerabilities of digital identities and evaluates existing security mechanisms, including multi-factor authentication (MFA), privileged access management, and real-time identity verification. Drawing on a behavioral and governance-oriented perspective, the research proposes integrated technical and policy-driven solutions to enhance personal information security. The findings highlight the importance of combining identity governance with user-centric security practices to mitigate risks associated with digital identity compromise. This study contributes to the literature by providing a comprehensive framework for strengthening digital identity security in increasingly complex digital ecosystems.

Keyword: Digital identity; Personal data protection; Cyberspace security; TAM; TPB.

Mai Hai An

DOI: https://doi.org/10.56293/IJMSSSR.2026.6206

ABSTRACT: This article aims to study the factors that create customer value in general and customer perceived value in particular when shopping at Circle K convenience store chain in Vietnam. This study presents a model and scales based on theory, results from other studies, and customer interviews at the Circle K convenience store chain. The study constructed a model consisting of one dependent variable: Perceived Customer Value (PVC) with 3 observed variables and 21 observed variables to measure six factors: Product Quality (QL), Product Structure (PR), Customer Perception of Retail Prices - Selling Price (RP), Customer Service (CS), Store Location and Premises (LP), and Marketing and Retail Promotion Mix (MC). The research results indicate that all six factors influence perceived customer value.

Keyword: perceived customer value, Circle K.

Do Ngo Duy

DOI: https://doi.org/10.56293/IJMSSSR.2026.6207

ABSTRACT: In the process of extensive integration, Foreign Direct Investment (FDI) has become a key driver of Vietnam's economic growth. However, the rapid expansion and concentration of FDI in several core sectors also raise concerns regarding long-term structural dependence risks. This study constructs a sectoral FDI Composite Risk Index (CRI) using Principal Component Analysis (PCA) based on a dataset of 3,932 observations from 1986–2025. The results indicate that the first five principal components explain 87.98% of the total variance, reflecting the existence of a capital accumulation axis that dominates sectoral structures. Testing through Machine Learning models reveals that the relationship between FDI accumulation and dependence risk is non-linear, with the Gradient Boosting model achieving an accuracy of 80.05%, significantly outperforming traditional linear models. The findings imply a need for a sectoral FDI concentration monitoring mechanism to mitigate dependence risks and ensure sustainable development.

Keyword: FDI, dependence risk, sectoral structure, PCA, Machine Learning.

Bintang Alvin Syaifullah, Arnis Budi Susanto, Intan Nurul Awwaliyah

DOI: https://doi.org/10.56293/IJMSSSR.2026.6208

ABSTRACT: This study examines the effects of transformational leadership and psychological empowerment on turnover intention among maritime crew members (ABK) in Indonesia, with work engagement as a mediating variable. Using a total sampling approach (n = 80) and PLS-SEM analysis, the findings reveal that both transformational leadership and psychological empowerment significantly reduce turnover intention and enhance work engagement. However, work engagement does not significantly influence turnover intention and fails to mediate the relationships between the independent variables and turnover intention. These findings suggest that, in high-pressure maritime contexts, direct psychological and leadership factors play a more critical role than attitudinal mechanisms in shaping turnover decisions. This study contributes to the literature by highlighting contextual limitations of work engagement as a mediator in non-traditional, high-risk work environments

Keyword: Psychological Empowerment, Transformational Leadership, Turnover Intention, Work Engagement

Yuda Wisnu, Diah Yulisetiarini, Hari Sukarno

DOI: https://doi.org/10.56293/IJMSSSR.2026.6209

ABSTRACT: This study aims to analyze the influence of Perceived Ease of Use and Perceived Usefulness on loyalty in using the JKN Mobile Application through satisfaction as a mediating variable. This study uses a quantitative approach with an explanatory research type. The study population is all active users of the JKN Mobile Application in Pasuruan, Probolinggo, Lumajang, Jember, Banyuwangi, Bondowoso, and Situbondo Regencies. The sampling technique uses non-probability sampling with a purposive sampling method, and obtained 402 respondents based on the Slovin formula calculation with a 5% error rate. Data collection was carried out through online and offline questionnaires. Data analysis used the Partial Least Square (PLS) method with the help of SmartPLS 4 software to test the direct and indirect effects between variables. The results of this study, involving state-owned banking institutions in Jember Regency, show that perceived ease of use and perceived usefulness significantly influence satisfaction. Perceived ease of use and perceived usefulness significantly influence user loyalty. Satisfaction significantly mediates the effects of perceived ease of use and perceived usefulness on user loyalty

Keyword: perceived ease of use, perceived usability, user loyalty, satisfaction

G K Gandhiadi, Sri Widowati, N K T Tastrawati, I G N Y Hartawan

DOI: https://doi.org/10.56293/IJMSSSR.2026.6210

ABSTRACT: The study of natural tourism activities in WBNP aims to: 1) determine the influence of each dimension of tourist service quality (serqual) on tourist satisfaction in natural tourism activities, 2) analyze whether tourist satisfaction has a positive effect on the loyalty of tourists visiting natural tourism destinations, and 3) analyze whether tourist satisfaction through tourist loyalty indirectly has a positive and significant effect on tourist attitudes and behavior. One method to examine the causality of the relationship between the dimensions of serqual, tourist satisfaction and loyalty is SEM. The results of the study found that: 1) tourist satisfaction is measured using serqual indicators, each dimension has a relatively even role in measuring tourist satisfaction, 2) tourist satisfaction has a positive and significant effect on tourist loyalty, and 3) indirectly tourist satisfaction through mediation of tourist loyalty has a positive and significant effect on the attitudes and behavior of tourists. Recommendations regarding the research conclusions are: 1) the serqual indicator in measuring tourist satisfaction needs to be maintained by tourist service officers and needs to be improved, and 2) the are expected to form the basis for formulating sustainable nature tourism management and marketing strategies in the WBNP

Keyword: loyalty of tourists, natural tourism activities, SEM, tourist satisfaction, tourist service quality

Dr Augustine Olorunfemi Obalemo, Dr Juliet Nguseer Ingya

DOI: https://doi.org/10.56293/IJMSSSR.2026.6211

ABSTRACT: Despite numerous interventions aimed at improving performance, listed manufacturing firms in Nigeria continue to experience underwhelming financial outcomes. This study examined the effect of capital structure on the financial performance of listed manufacturing firms in Nigeria. Specifically, it assessed the effect of leverage and debt-to-equity ratio on firms’ financial performance. The study adopted an ex-post facto research design, with data obtained from 38 listed manufacturing firms operating in Nigeria during the study period. Data were analysed using SPSS version 28. The results revealed that both leverage and debt-to-equity ratio significantly influenced financial performance. Leverage positively affected profitability, consistent with the Trade-Off Theory, which suggests that debt can enhance firm value when optimally managed. Similarly, the debt-to-equity ratio positively impacted financial performance, indicating that firms with a balanced capital structure achieve higher efficiency and returns. Based on these findings, the study recommends that firms maintain moderate leverage to optimise profitability without increasing financial risk and ensure balanced debt-to-equity ratios to promote sustainable growth and operational efficiency.

Keyword: Capital structure, Financial performance, Leverage, Debt-to-equity ratio, Manufacturing firms

Richmond Owusu-Mainu & Emmanuel Awusi & Alex Agyemang Asante

DOI: https://doi.org/10.56293/IJMSSSR.2026.6212

ABSTRACT: Carbon accounting has now emerged as one of the basic mechanisms by which companies can determine, monitor and control GHG emissions in the organization's global value chain. An accurate review of the impact of carbon accounting on environmental sustainability is presented in this article. Based on the reviews of 45 peer-reviewed studies between 2010 and 2026, three primary research objectives are the following: (1) how effective carbon accounting frameworks are in their reduction in corporate carbon footprints and in what sectors - in terms of being carbon transparent, as well as the effect of improvement of carbon transparency and corporate sustainability, and (2) the impact of new technologies and governance on improving carbon accounting and business. Analysis was carried out using both regression and methods to make a clear comparison between carbon accounting practices and their sustainability outcomes. Our analysis shows large contribution from such carbon accounting and carbon transparency to company environmental performance and engagement as well as good governance as well as how more carbon accounting practices is implemented across sectors (eg, GRI standard frameworks), we found this to be very effective as well. But Scope 3 emissions accounting is still poor with regard to quality data and methodological consistency. The article ends on what can be done to strengthen and improve the practice of carbon accounting - to ensure better regulatory frameworks, technological innovations (in business), and human capacity building - which we feel is also the biggest stepping stone to meet sustainability objectives and climate change, globally.

Keyword: (CA) Carbon accounting, environmental sustainability, greenhouse gas emissions corporate emissions reporting, Scope 1-3 emissions, Carbon Footprint, ESG performance.

Roderick B. Ticar

DOI: https://doi.org/10.56293/IJMSSSR.2026.6213

ABSTRACT: This study assessed the potentials and challenges of festivals in the Fourth District of Iloilo to serve as foundational inputs for a localized Tourism Development Plan. Specifically, the study covered Passi City and the municipalities of Anilao, Banate, Barotac Nuevo, Dingle, Dueñas, Dumangas, and San Enrique. Utilizing a descriptive-evaluative and comparative quantitative research design, data were gathered from 142 respondents representing five key stakeholder groups: Local Government Unit (LGU) officials and planners, fisheries and aquaculture stakeholders, tourism and business sector representatives, cultural and community leaders, and local residents and festival attendees. Respondents were selected based on their active involvement and capacity to provide insights into festival management. Statistical analysis employed percentage and frequency counts, Mean, Standard Deviations (SD), and the Kruskal Wallis H test to determine significant differences in perceptions across stakeholder groups. The festivals in Iloilo's Fourth District help to develop the economy, create local pride, and promote tourism through the coastal heritage of the area. However, the event's organizers find it very difficult to create a successful financial event; therefore, they must manage issues regarding overcrowding, safety, and environmental impacts as part of their efforts. Each stakeholder from the various segments of society has a unique approach to preserving cultural heritage and achieving sustainable growth. Ultimately, there is a shared understanding among stakeholders from varying backgrounds that the success of any event will come through cooperation to break down management barriers and create a positive experience for all participants.

Keyword: Festival Tourism, Stakeholder Perception, Tourism Potentials and Challenges, Tourism Development Plan, Cultural Heritage Preservation, Iloilo Fourth District

Roilo Vincent G. Laguna

DOI: https://doi.org/10.56293/IJMSSSR.2026.6214

ABSTRACT: This study assessed the readiness of Local Government Units (LGUs) in Iloilo Province to implement ageing-inclusive development and identified the challenges encountered in the process. The findings serve as a framework for a proposed Community Extension Program aimed at enhancing elderly welfare. The research employed a multi-stage sampling design—combining stratified, cluster, and purposive techniques-to ensure geographic, socio-economic, and demographic representation across Iloilo’s five congressional districts. Criteria for selection included LGU income classification, urban-rural dynamics, and high Old Age Dependency Ratios based on Philippine Statistics Authority (PSA) data. The respondents comprised 246 key informants from 17 municipalities, including Local Social Welfare and Development Officers (LSWDO), Local Planning and Development Office (LPDC), Office of the Senior Citizens Affairs (OSCA) heads, Rural Health Officers (RHO), Local Population Officers (LPO) and Federated Presidents of Senior Citizens Associations (FSCAP). Data were analyzed using descriptive and inferential statistics, including frequency counts, mean, standard deviation, Mann-Whitney U, and Kruskal-Wallis H tests, with significance set at a 5% alpha level. The results provide a strategic basis for evidence-based community interventions to support the province’s ageing population. Iloilo Province has an assessed rating or "readiness" for age-inclusive development and has strong-supporting legislative rules, initiatives and existing programs similar to those in Pavia; however, there are major obstacles preventing further progress; these would be chronic under-funding, lack of staffing resources and various cultural barriers. While there are positive correlations between sociodemographic characteristics such as income and educational attainment with LGU readiness perception, the greatest difficulties are faced to the "near-poor" household due primarily to a limited access to either private resources or through social subsidies at both state or local level.

Keyword: LGU Readiness and Challenges, Ageing-Inclusive Development, Old Age Dependency Ratio, Strategic Community Extension Program, Social Welfare Policy, Iloilo Province

Deodith Grace H. Baticbatic

DOI: https://doi.org/10.56293/IJMSSSR.2026.6215

ABSTRACT: This research examined how the Mandanas-Garcia Ruling is moving forward and its challenges in Capiz for Fiscal Year 2026 through data collection for the potential Agricultural Development Plan. The method of research used is convergent parallel mixed methods method with an overall sample size of 51 (total population) and a sample frame of key officials such as Agriculture Officers, Planners, & Budget Officers) from all 17 municipalities including Roxas City. The broad-based uptake of Local Government Units (LGUs) to implement changes is the primary reason for such overall good progress and especially high results for administrative foundations. The average level of performance for 3rd class LGUs continues to be at "Moderate," thus demonstrating the continuing need for assistance to these units from national agencies. While institutional capacity is generally robust, specific sectors remain at a "Moderate" level, suggesting a continued need for technical support. Furthermore, the number of trainings attended plays a critical role in stabilization, while those with minimal training show a slight dip in performance due to increasing technical complexity, competency levels recover and reach a high standard once personnel complete three or more training sessions. Capiz successfully allocates taxes, but it still has to fill the gaps that are caused by mid-level LGUs with less than competent sectors. The Agri-Fishery Division, in particular, experiences great difficulty in trying to keep climate and other conservation activities on track, primarily because it has not enough human resources and little to no money available. Although local officials remain committed to upgrading the Agri-Fishery Division, 5th class LGUs are confronted with greater challenges than 1st class LGUs in the ability to absorb and implement devolved responsibilities. Therefore, current strategic planning has begun to place emphasis on "personnel readiness" so that highly skilled and mid-career professionals can integrate their limited capability to the institution with newly mandated responsibilities.

Keyword: Mandanas-Garcia Ruling, Devolution of Services, Agricultural Development Planning, Fiscal Decentralization, Institutional Capacity, Capiz

Maria Nelva Palmares Jarrell

DOI: https://doi.org/10.56293/IJMSSSR.2026.6216

ABSTRACT: This descriptive-correlational study aimed to determine the impact of employees' communication skills and courtesy on client satisfaction in Passi City, Iloilo, to serve as a basis for a training and development plan. Employing a quantitative research design, the study utilized stratified random sampling to ensure that the unique service experiences of approximately 36 distinct offices at the Passi City Hall were proportionally represented. A target sample size of 393 clients was determined using Cochran's formula. Participants were selected through purposive sampling to target individuals with direct, front-line service experience, ensuring valid evaluations of employee performance. Data were analyzed using frequency count and percentage, mean, standard deviation, and Pearson's r test of relationship. The results demonstrate a generally high level of satisfaction among the public regarding the government's services in Passi City for all groups. Factors that primarily influenced the customer experience included employee professionalism, empathy, and responsiveness. While senior citizens and individuals with elementary school education reported the highest levels of satisfaction, the LGU continues to provide a consistent level of service to all clients regardless of their background or how often they use LGU services. The data show that interpersonal communication and human interaction, as opposed to technical skills alone, are the main contributors to the quality of service received. As a result, this study recommends developing targeted training programs that teach soft skills to improve the LGU's overall reputation and to provide better service.

Keyword: Communication Skills, Employee Courtesy, Client Satisfaction, Training And Development Plan, Descriptive-Correlational Research, Passi City, Iloilo

Jade A. Parochelin

DOI: https://doi.org/10.56293/IJMSSSR.2026.6217

ABSTRACT: This descriptive-correlational study assessed the communication practices, community engagement strategies, and disinformation response strategies of Barangay Information Officers (BIOs) in Iloilo to provide a baseline for a proposed Barangay Communication Plan. Utilizing a multi-stage stratified random sampling approach, the study surveyed 195 randomly selected BIOs across seven municipalities and three major districts of Iloilo City, representing a total of 381 component barangays. Data were analyzed using a comprehensive suite of statistical tools, including Frequency Count and Percentage, Weighted Mean, and Standard Deviation for descriptive analysis, while the Mann-Whitney U test, Kruskal-Wallis H test, and Spearman’s rho were employed to examine significant differences and relationships among variables. Barangay Information Officers (BIOs) consistently exhibit high levels of communication, involvement in their communities, and responses to disinformation as an essential part of their day-to-day activities. Although sex does not have a significant effect on these three areas, age, education, and years of experience all play a large role in these activities. In particular, BIOs with higher levels of education show significantly more willingness to be involved with their communities; and in addition, all aspects of engagement (information, consultation, involvement, and empowerment) are influenced by a BIO’s age. Research into Barangay Information Officers' (BIOs) approaches to managing disinformation found no difference in core dimensions by sex. Age affects proactive information dissemination and grassroots management, while having a higher level of education and many years of being an officer increases performance across all areas. Overall, the more communication and community engagement occur, the better the effectiveness of disinformation response strategies.

Keyword: Communication Practices, Community Engagement, Disinformation Response, Barangay Information Officers, Barangay Communication Plan, Descriptive-Correlational Research, Iloilo, Philippines

Diary Jane F. Palec

DOI: https://doi.org/10.56293/IJMSSSR.2026.6218

ABSTRACT: This descriptive-correlational study assessed the legislative innovation and adaptive governance practices of the Provincial Government of Iloilo to develop a comprehensive Participatory Policy-Making Framework Plan. Methodologically, the research utilized stratified random sampling to select 195 Sangguniang Bayan members from a total population of 378 across 42 municipalities, ensuring proportional representation across all legislative districts. Data were analyzed using a robust suite of statistical tools, including frequency counts, mean, and standard deviation for descriptive analysis, while Mann-Whitney U, Kruskal-Wallis H, and Spearman’s rho tests were employed for inferential analysis, with significance set at a 5% alpha level. The resulting framework provides a structured pathway for local governments to harmonize traditional legislative roles with modern, flexible, and collaborative governance standards. The government of the Province of Iloilo’s commitment to good and effective governance through the establishment of a system anchored in a strong rule of law and the promotion of knowledge sharing is reflected in their strong sense of legislative innovation and adaptive governance regardless of gender or age. However, income levels and the ways in which age-specific populations engage with the legislative and administrative systems produce minor differences in how staff experience these systems. Ultimately, legislative innovation that promotes forward-thinking is the primary force behind increasing accountability at the local level, as well as promoting greater resilience within communities.

Keyword: Legislative Innovation, Adaptive Governance Practices, Participatory Policy-Making, Framework Plan, Descriptive-Correlational Study, Provincial Government of Iloilo

Rosa May B. Valle

DOI: https://doi.org/10.56293/IJMSSSR.2026.6219

ABSTRACT: Managing solid waste is now one of the biggest challenges communities face as they work toward sustainable development. This study examined the effectiveness of the current solid waste management (SWM) in Passi City, Iloilo, and offered insights to help develop a more sustainable model. It looked at the roles of waste collection, segregation, recycling, composting, and community participation in supporting environmental sustainability. To gather information, the study used a survey questionnaire for key stakeholders directly involved in waste management. The 100 respondents included 25 staff from the Passi City Waste Management Office, 50 barangay officials and functionaries, and 25 household representatives. An adapted questionnaire from the provisions of Republic Act No. 9003 and aligned with international solid waste management frameworks was used. The data were analyzed using frequency and percentage, weighted mean, standard deviation, and ranking. The findings show that, although some best practices are already in place, challenges remain, especially in public awareness, consistent waste segregation, access to recycling and composting facilities, and enforcement of relevant policies. The study, therefore, recommends strategies to improve sustainable waste management, including strengthening environmental education programs, expanding waste processing facilities, encouraging active community participation, and ensuring strict enforcement of existing laws

Keyword: Sustainable waste management, efficiency, Solid Waste Management Model, Passi City, Iloilo, Philippines

Robeline Parra Coronelia

DOI: https://doi.org/10.56293/IJMSSSR.2026.6220

ABSTRACT: This study examined the relationship between burnout, coping strategies, and workplace dynamics among 50 registered nurses at Don Jose S. Monfort Medical Center (DJSMMC). Utilizing a descriptive-correlational design, the research employed the Maslach Burnout Inventory (MBI), the Brief COPE Inventory, and a Workplace Dynamics Scale. Data were analyzed using Non-Parametric statistics, specifically the Mann-Whitney U and Kruskal-Wallis tests for comparative analysis, and Spearman's Rank Correlation for relational analysis. Results revealed that nurses experience a moderate level of emotional exhaustion (M = 3.08) and low depersonalization (M = 1.31), yet maintain a very high sense of personal accomplishment (M = 5.47). Adaptive coping strategies, such as positive reframing (M = 3.66) and active coping (M = 3.62), were most prevalent. Relational analysis showed a significant moderate positive correlation between job demands and burnout (p = 0.509, p < 0.01), while job resources showed a negligible relationship. Comparative analysis indicated no significant differences in burnout or coping strategies across demographic profiles. A formal 3-step mediation analysis further established that coping strategies do not significantly mediate the relationship between job demands and burnout. These findings confirm that burnout at DJSMMC is primarily a structural issue driven by systemic workload rather than a lack of personal resilience. Consequently, the study proposed the CARE for Nurses Program (Counseling, Awareness, Resilience, and Employee Support), a data-driven intervention designed to strengthen organizational support and institutionalize mental health resources.

Keyword: Nurse Burnout, Coping Strategies, Workplace Dynamics, Job Demands-Resources Model, Mental Health Program, DJSMMC

Maria Victoria L. Pagulong

DOI: https://doi.org/10.56293/IJMSSSR.2026.6221

ABSTRACT: This study assessed the effectiveness of pre-marriage counseling (PMC) and its relationship to marital dynamics among 100 married individuals in San Enrique, Iloilo. Findings revealed Very High Effectiveness and Very High Perceived Benefits, correlating significantly with a Very High Status of Marital Dynamics. While the program successfully prepares couples, significant differences were found in perceived effectiveness based on Family Structure and in improvement needs based on Age. Despite these results, a High Level of Challenges (3.64) was identified, specifically regarding the lack of follow-up sessions. The study concludes that while PMC is a vital intervention for marital success, it requires modernized pedagogy and institutionalized post-marriage support to address diverse family needs.

Keyword: pre-marriage counseling (PMC), marital dynamics, marital satisfaction, San Enrique Iloilo, relationship quality, family stability.

Mary Jesah S. Bolivar, Rizaldy P. Escarpe, Kate D. Braza, Dr. Stephen Reymund T. Jinon, Dr. Michelle P.Bales

DOI: https://doi.org/10.56293/IJMSSSR.2026.6222

ABSTRACT: This qualitative ethnomathematics study investigates the traditional measurement and estimation practices employed in the construction and management of brackish water fishponds in Barangay Lanas, Barotac Nuevo, Iloilo. Rooted in the framework of ethnomathematics, the research explores how indigenous knowledge systems—expressed through body-referenced units (such as dipa, dangaw, and tuhod) and ecological observations—are utilized by local fisher-farmers in daily fishpond operations. Through interviews, field documentation, and site visits, the study reveals how concepts of geometry, measurement, ratio, proportion, and time estimation are naturally embedded in fishpond preparation, soil treatment, water management, and fish rearing. Findings show that these practices are not only mathematically rich but are also environmentally sustainable, cost-effective, and culturally relevant. The study highlights the pedagogical value of integrating such indigenous mathematical knowledge into the Philippine mathematics curriculum to support contextualized and culturally responsive education. Ultimately, it advocates for the recognition, documentation, and inclusion of local ethnomathematical systems in formal education as a means of preserving heritage and promoting inclusive learning.

Keyword: Ethnomathematics, indigenous measurement, brackish water fishponds

Sunday Acha & Dr. Susan Doofan Albert-Makyur

DOI: https://doi.org/10.56293/IJMSSSR.2026.6223

ABSTRACT: Climate-induced migration is increasingly shaping urban landscapes in the Global South, where fragile economies and reliance on natural resources heighten vulnerability to climate variability. This paper investigates rural–urban migration in Makurdi, Benue State, Nigeria, as a case study of how climate stressors-flooding, droughts, land degradation, and insecurity—disrupt rural livelihoods and compel households to seek refuge in urban centers. Using Everett Lee's push–pull theory as a framework, the study demonstrates how environmental pressures and poverty act as push factors, while perceived opportunities in Makurdi serve as pull factors, despite limited infrastructure and governance capacity. Findings reveal that migration has accelerated the growth of informal settlements in flood-prone and marginal lands, intensifying exposure to climate risks such as recurrent flooding, heat stress, and inadequate sanitation. Socio-economic consequences include overcrowding, unemployment, erosion of rural agricultural systems, and heightened insecurity, particularly from farmers–herders clashes. Governance responses, though present—such as the Benue State ACReSAL collaboration, tree planting campaigns, and emergency interventions—remain undermined by weak enforcement, poor infrastructure, and limited institutional capacity. Comparative evidence from Lagos, Accra, and Nairobi underscores that Makurdi's challenges are part of a wider regional trend where unregulated urban expansion and weak governance amplify vulnerability. The study argues that resilience requires integrated, climate-sensitive urban planning that prioritizes nature-based solutions, localized climate policies, and participatory governance models that include migrants and vulnerable groups. In conclusion, climate-induced migration in Makurdi represents both a developmental opportunity and a challenge. If managed inclusively and strategically, migration can contribute to urban resilience and sustainable development. Conversely, neglecting governance reforms will perpetuate cycles of vulnerability and displacement. This research contributes to the broader discourse on climate change, migration, and urban vulnerability in Nigeria and Sub-Saharan Africa, offering insights for policymakers and scholars seeking sustainable solutions in climate-stressed regions.

Keyword: Climate-induced migration, Rural–urban migration, Infrastructure gaps, Urban resilience, Makurdi-Nigeria, Informal settlements

Dr. Evangelia Fragouli

DOI: https://doi.org/10.56293/IJMSSSR.2026.6224

ABSTRACT: This paper explores how ethical AI governance within human resource management can strengthen organisational strategy in an era of rapid digital transformation. As organisations increasingly integrate AI into recruitment, performance management, and decision-making systems, concerns arise regarding fairness, transparency, and employee trust. The study employs a qualitative empirical study to examine how responsible AI practices can be designed and implemented within HRM. Key findings indicate that ethical AI governance is perceived as essential for enhancing organisational credibility, supporting fair talent processes, and reducing risks associated with bias and excessive monitoring. The analysis also shows that HRM plays a strategic role in aligning AI use with organisational values, shaping capability development, and fostering a culture that balances technological efficiency with human-centred principles. The paper offers practical guidance for HR practitioners seeking to implement responsible AI policies that contribute to sustainable organisational performance.

Keyword: HRM practices, AI, Digitisation, Organisational Strategy

Dr. Evangelia Fragouli

DOI: https://doi.org/10.56293/IJMSSSR.2026.6225

ABSTRACT: This paper examines the evolving role of artificial intelligence (AI) in supporting employee well-being through mechanisms of digital empathy. Drawing on qualitative case studies of two global organisations deploying AI-based emotional support systems, the research investigates how employees interpret and interact with these technologies. The study is guided by three core questions: How is empathy simulated through AI in workplace settings? How do employees perceive and experience these systems? What ethical and relational dynamics shape their implementation and impact? A qualitative multi-case design was adopted, utilising semi-structured interviews with HR professionals and end users (n=22) and document analysis of platform architecture and language models. Findings reveal that while AI systems can provide emotionally responsive feedback, users remain ambivalent about their authenticity and ethical use. Participants valued the immediacy and privacy of AI-based tools but highlighted limitations in nuance, trust, and cultural fit. Drawing on emotional labour theory and self-determination theory, the paper argues that digital empathy is best conceptualised as a relational interface that complements—rather than replaces—human connection. Organisations must embed these tools within cultures of psychological safety and ethical transparency. The study recommends participatory co-design of well-being technologies and hybrid models of care that preserve emotional authenticity. These insights contribute to emerging debates on AI, care work, and the transformation of human resource management in the algorithmic age.

Keyword: employees, wellbeing, AI, digital, empathy

Loganathan Jeurshalini 1, Parkularasa Nitharjan 2, Janarthanan Piragarthejan 3

DOI: https://doi.org/10.56293/IJMSSSR.2026.6226

ABSTRACT: Teacher retention remains a critical challenge within rural education systems, particularly in developing countries where limited resources and geographical constraints affect teachers’ professional experiences. Sri Lanka has faced persistent teacher shortages in rural schools, which has resulted in unequal educational outcomes and disruptions in student learning. This study aims to assess the factors influencing teacher retention in rural Sri Lanka by examining the mediating role of job satisfaction. The study specifically focuses on four key determinants: working conditions, accommodation and geography, motivation and incentives, and teacher preparation and training. A quantitative research approach was adopted using a survey methodology. Data were collected from government school teachers working in rural areas of the Eastern Province of Sri Lanka. A total of 362 questionnaires were distributed using a stratified random sampling technique, of which 252 valid responses were analyzed. Statistical techniques including reliability analysis, correlation analysis, and regression analysis were employed to examine the relationships between the variables. The findings reveal that working conditions, accommodation and geography, motivation and incentives, and teacher preparation and training significantly influence teacher retention. Moreover, job satisfaction plays a critical mediating role in strengthening the relationship between these factors and teachers’ intention to remain in rural schools. The study highlights the importance of improving workplace conditions, providing adequate housing support, strengthening incentive structures, and enhancing professional development programs to improve job satisfaction and teacher retention. The findings contribute to policy discussions on rural education development and provide practical recommendations for policymakers and educational administrators seeking to improve teacher stability in rural Sri Lanka.

Keyword: Teacher Retention, Job Satisfaction, Rural Education, Working Conditions, Motivation and Incentives.

Betri, Ida Zuraidah, Nina Sabrina, Lis Djuniar, Intan Cinta Aulia

DOI: https://doi.org/10.56293/IJMSSSR.2026.6227

ABSTRACT: This study aims to examine the effect of fraud audit training, auditor integrity, and the implementation of a quality control system on auditors' ability to detect fraud, with gender as a moderating variable. This study used a quantitative approach with a survey method among auditors at a Public Accounting Firm in South Sumatra Province. The sampling technique used was saturated sampling, with a population of 65 auditors, but only 53 questionnaires could be processed. Data analysis was performed using multiple linear regression and Moderated Regression Analysis (MRA) using SPSS. The results showed that fraud audit training affected auditors' ability to detect fraud, while auditor integrity and the implementation of a quality control system did not affect auditors' ability to detect fraud. The results of the MRA test showed that gender characteristics strengthened the effect of fraud audit training on auditors' ability to detect fraud, and gender characteristics weakened the effect of auditor integrity and the implementation of a quality control system on auditors' ability to detect fraud. This study concluded that auditors' ability to detect fraud at a Public Accounting Firm (KAP) in Palembang was more influenced by the effectiveness of fraud audit training than by auditor integrity and the implementation of a quality control system. Organizations need to emphasize the development of auditor integrity and develop appropriate training programs to improve the effectiveness of fraud detection.

Keyword: Fraud audit training, Gender characteristics, Quality control systems, Auditor integrity, Fraud detection capabilities.

Anura WIDANA 1

DOI: https://doi.org/10.56293/IJMSSSR.2026.6228

ABSTRACT: Based on empirical data collected from an ongoing hydropower development project, this paper analyses key-social changes and living standard dynamics of affected people resulting from project activities. Paper highlights relationship between project activities and social change including quantification of impacts relating to living standards and quality of living. Dimensions of living standards examined in the paper include: change in consumption of basic necessities such as food, clothes and medicine, health visits, schooling, housing quality, wealth creation, family welfare and personal behaviour changes of households that have a bearing on social development. Paper pinpoints that project has not engaged a specific agent to facilitate community development but has left such decisions to be made by individual households, with some basic guidelines provided by project staff. Negative effects of non-engagement of an agent are discussed. Paper finally concludes that upliftment of living standards and quality of living of affected people is the fundamental requirement for community development (CD). As these conditions are being fulfilled, the paper argues that project is making a significant contribution to CD. Risks resulting from inadequate emphasis on creation of income generation and livelihood activities being key-determinants of sustainability of approach implemented in Dasu, are highlighted.

Keyword: Community development; Dasu Hydropower Project; living standards; quality of life; family welfare; education; health; resettlement; Kohistan District; Kohistani.

Gilbert Deinde IFARAJIMI 1 and Abayomi Oluwaseun JAPINYE 2*

DOI: https://doi.org/10.56293/IJMSSSR.2026.6229

ABSTRACT: This paper employs a panel data analysis of 20 years (2005-2024) of six listed banks in Nigeria to examine the relationship between bank digitalisation and financial performance. The composite digitalisation index is built from seven indicators at the bank level covering ICT spending, delivery infrastructure, and transaction activity, and two-way fixed-effects models are estimated to account for bank-specific and macroeconomic heterogeneity. Once these are controlled for, digitalisation is not significantly associated with profitability (ROA or ROE). In contrast, digital growth is also accompanied by increases in operating expenses, as measured by the cost-to-income ratio, which is in line with the front-loaded investment and scaling costs. Exploratory threshold analysis suggests that effects could be different at different levels of digital intensity, but there is little evidence of nonlinearities. The findings show that digitalisation in the Nigerian banking sector is a long-term strategic commitment with relatively little and delayed profitability implications in the short run. The paper is a valuable addition to the digital finance literature as it offers long run bank-level evidence from an emerging African economy and highlights the importance of cost dynamics and investment timing in the assessment of the outcomes of digital transformation.

Keyword: Bank digitalisation, Emerging markets, Financial performance, Nigerian banking, Operational efficiency, Panel data

Joseph Odia (Ph. D.), Forstina Chioma Echetama (Ph. D.), Odigwe Benjamin (Ph. D.)

DOI: https://doi.org/10.56293/IJMSSSR.2026.6230

ABSTRACT: The study examined competency mapping and employees’ performance in Edo State Local Government Councils. It specifically investigated the relationship between core, functional, and leadership competencies and employees’ performance. The study employed a correlational research design. The population of the study comprised of the 10,204 local government employees in Edo State. From the population of the study. 385 local government employees were sampled. The sample size was determined with Taro Yamane formulae of sample size determination. The sample size was taken with stratified random sampling technique. The instrument used for data collection was a structured questionnaire designed by the researchers. The instrument was validated by two researchers in the field of measurement and evaluation of the researchers' institutions. The reliability of the instrument was determined with test re-test, which yielded a correlation coefficient of 0.91. Data collected was analysed with mean and Pearson Product Moment Correlation Coefficient. Mean and Standard Deviation was used to analyse the research questions and Pearson Product Moment Correlation Co-efficient was used to test the hypotheses. Analysis of the data collected revealed a very strong relationship between core, functional, and leadership competencies and employees' performance. It was concluded that integrating core, functional, and leadership competencies into a unified mapping framework yields a positive shift in employee performance. Based on the findings of the study, it is recommended that: organizations should shift from generic, company-wide training to data-driven, precision upskilling; organizations should redesign performance review metrics to entirely eradicate subjectivity and appraisal bias; organizations should proactively build a resilient leadership pipeline using the combined data of all three mapping pillars.

Keyword: Competency mapping, core competency mapping, functional competency mapping, leadership competency mapping, employees’ performance

Mary Jean Ocampo Gimoto

DOI: https://doi.org/10.56293/IJMSSSR.2026.6231

ABSTRACT: This descriptive-correlational study aimed to determine the relationship between Junior High School science teachers' self-efficacy and teaching thinking skills. The respondents were thirty-two (32) Junior High School science teachers of rural public high schools in Panay Island for S.Y. 2025-2026. The researcher-made and expert-validated instrument, the Teaching Thinking Skills Scale (TTSS) (∝ = 0.95), was used to determine the Junior High School science teachers' level of teaching thinking skills. The Science Teaching Efficacy Belief Instrument (STEBI-A) by Enochs and Riggs (1990) which consists of two factors, personal science teaching efficacy belief (PSTEB) (∝ = 0.92) and science teaching outcome expectancy (STOE) (∝ = 0.77) was adopted and used to measure the Junior High School science teachers' level of self-efficacy. Mean and standard deviation were used for descriptive statistics, while Pearson's product-moment correlation set at 0.05 alpha level was used for inferential statistics. Results of the study revealed that the Junior High School science teachers’ level of self-efficacy in terms of PSTEB was significantly higher than that in terms of STOE, described as "moderate". In terms of the level of teaching thinking skills, problem-solving skills and creative thinking skills obtained significantly higher mean than critical thinking skills and decision-making skills. The result of Pearson’s product-moment correlation indicated a very weak positive correlation between Junior High School science teacher’s self-efficacy and teaching thinking skills. All these led to the development of the In-Service Training Design for Junior High School Science Teachers' Self-Efficacy and Teaching Thinking Skills as the output of this study. As the In-Service Training for Junior High School science teachers equips them for the implementation of new modalities as well as new ways of addressing the challenges brought by the pandemic, the teachers were expected to be able to identify and critically evaluate their level of self-efficacy and teaching thinking skills that can bring significant changes to the teaching and learning process. With this, the Department of Education may conduct additional trainings to reskill and upskill teaching competence among science teachers, specifically on self-efficacy and teaching thinking skills, which in turn will help improve the quality of education in the country and bring new perspectives to science teaching in the K to 12 curriculum.

Keyword: self-efficacy, teaching thinking skills, critical thinking, problem-solving, decision-making, creative thinking, in-service training for teachers

Liezl A. Dula-Ogon

DOI: https://doi.org/10.56293/IJMSSSR.2026.6232

ABSTRACT: This study determined the constraints and instructional practices of 21 science teachers at Iloilo State University of Fisheries Science and Technology. Respondents were classified according to civil status, educational attainment, teaching experience, and area of specialization. A researcher-made questionnaire and an adapted survey instrument were used to collect data. The study employed descriptive statistics (frequency, percentage, mean, and standard deviation) and inferential statistics (t-test and Pearson’s r) at a 0.05 level of significance. Findings revealed that science teachers demonstrated excellent instructional practices despite constraints, particularly limited instructional materials and resources. Teachers consistently applied effective strategies to support student learning and maintain instructional quality. Results further showed that selected demographic variables had varying associations with instructional practices, although most relationships were not statistically significant, indicating generally consistent instructional competence across teacher profiles. The findings suggest the need for targeted interventions, improved access to instructional materials, and strengthened faculty development programs to further enhance the quality of science education.

Keyword: constraints in teaching science, science instructional practices

Michael B. Dizon

DOI: https://doi.org/10.56293/IJMSSSR.2026.6233

ABSTRACT: This survey-correlational research was conducted to determine the pedagogical beliefs and teaching practices of 31 public high school science teachers in the Municipality of Barotac Nuevo, Province of Iloilo, Philippines. Additionally, it identified if significant difference exists in the pedagogical beliefs and teaching practices of science teachers when they are grouped according to sex, age, number of years in teaching science, and frequency with which science was taught. Moreover, this study also determined if there is a significant relationship between the pedagogical beliefs and teaching practices of science teachers. The participants were selected using census or a full population sampling technique. The statistical tools used in the study were frequency count, mean, standard deviation, Mann-Whitney U test, Kruskal Wallis H test, and Spearman correlation coefficient. All inferential tests were set at .05 level of significance. The results showed that the levels of pedagogical beliefs of science teachers as a whole and in terms of direct transmission beliefs and constructivist beliefs were high. Further, the levels of direct transmission beliefs and constructivist beliefs of science teachers when grouped as to sex, age, number of years in teaching science, and frequency with which science was taught were high. Moreover, the levels of teaching practices of science teachers as a whole and in terms of data collection and analyses, critique, argumentation, and explanation, modelling, traditional instruction, and prior knowledge were high, while in terms of instigating and investigation was moderate. In addition, the levels of teaching practices of science teachers in terms of data collection and analyses, critique, argumentation, and explanation, modelling, traditional instruction, and prior knowledge when grouped as to sex, age, number of years in teaching science, and frequency with which science was taught were high, while in terms of instigating and investigation was moderate. The results also showed that there is a significant difference in the direct transmission beliefs of science teacher when grouped as to age; however, there is no significant difference when grouped as to sex, number of years in teaching science, and frequency with which science was taught. Further, there is no significant difference in the constructivist beliefs of science teacher across all demographic factors. Also, there is a significant difference in the teaching practices of science teachers in terms of data collection and analyses when grouped as to sex; however, there is no significant difference when grouped as to age, number of years in teaching science, and frequency with which science was taught. Moreover, there is no significant difference in the teaching practices of science teachers in terms of critique, argumentation, and explanation, modelling, traditional instruction, and prior knowledge across all demographic factors. Lastly, there is a significant relationship between pedagogical beliefs as a whole and teaching practices as a whole of science teachers. Specifically, the categories of pedagogical beliefs and teaching practices with significant relationship were direct transmission beliefs and instigating and investigation, direct transmission beliefs and modelling, direct transmission beliefs and traditional instruction, direct transmission beliefs and prior knowledge, and constructivist beliefs and traditional instruction.

Keyword: pedagogical beliefs, teaching practices, high school science teachers, Iloilo, Philippines

Dr. Vinod S. Bhelose & Sugam S. Awati

DOI: https://doi.org/10.56293/IJMSSSR.2026.6234

ABSTRACT: The Indian equity market has undergone a profound structural transformation, gradually transitioning from a state of heavy reliance on Foreign Institutional Investor (FII) activity to a domestically anchored ecosystem. This study empirically investigates the "Structural Decoupling" hypothesis by examining the relationship between net FII flows, Domestic Institutional Investor (DII) flows, and the performance of benchmark indices the Nifty 50 and BSE Sensex over a 60-month period from January 2021 to March 2026. Employing a descriptive and analytical research design, the study utilizes secondary data sourced from the National Securities Depository Limited (NSDL), the Securities and Exchange Board of India (SEBI), and the National Stock Exchange (NSE). Statistical tools including Pearson's Correlation and Linear Regression are applied to a sample of N = 60 monthly observations. The findings reveal a statistically insignificant relationship between FII flows and benchmark indices (r = -0.140 for Nifty 50; p = 0.286), while DII flows demonstrate a robust and significant positive correlation (r = 0.685 with Nifty 50; p < 0.001). Regression analysis further confirms that DII flows alone account for approximately 46.9% of the variation in the Nifty 50 (R² = 0.469). A strong inverse relationship between FII and DII flows (r = -0.674; p < 0.001) validates the existence of an "Absorption Effect," wherein domestic institutions systematically counterbalance foreign capital exits. These results provide compelling empirical evidence that the Indian market has materially evolved from an FII-dependent to an FII-integrated, domestically anchored system, with significant implications for retail investors, portfolio managers, and financial policymakers.

Keyword: Foreign Institutional Investors (FII), Domestic Institutional Investors (DII), Structural Decoupling, Nifty 50, BSE Sensex, Indian Capital Market

Chernet Zerga Wejira

DOI: https://doi.org/10.56293/IJMSSSR.2026.6235

ABSTRACT: This explanatory mixed method study examines the impact of Organizational Citizenship Behavior (OCB) on service quality (SERVQUA) at Wolkite University Specialized Hospital (WUSH). The research investigates the relationship between different OCB dimensions and healthcare service quality, utilizing both quantitative data from 216 respondents and qualitative insights from interviews of 14 informants. Proportional stratified sampling was used to select the sample. Data were collected using a questionnaire which was adapted and had 0.91 Cronbach alpha reliability coefficient. Before collecting the actual data, the questionnaire was pilot tested with fifteen percent of the total sample size, with respondents who did not participate in the study. The quantitative data was analyzed using SPSS-20 software. Descriptive statistics (mean) was employed to summarize the responses, analyze the level of OCB and SERVQUA. For measuring whether there is a relationship between OCB & SERVQUA Pearson correlation was also computed, besides multiple linear regression was used to show the effect of OCB on SERVQUA. Seven assumptions were tested before running the regression and it was found out that the model fit for predicting, overall level of significance for ANOVA (P< 0.05). The results show that WUSH employees demonstrate high levels of OCB, especially in altruism, courtesy, and conscientiousness. The level of influence of these predictor variables as determined by the value of Standardized Beta Coefficients was found to positively and significantly affect service quality, with altruism having the strongest influence, in SERVQUA, followed by conscientiousness & courtesy and civic virtue. While sportsmanship did not directly have an influence on service quality, it was recognized for contributing to a positive work atmosphere. The study indicates that 56% of the variance in service quality is explained by OCB, underscoring its vital role in improving patient care and organizational performance. The findings stress the importance of nurturing altruism, conscientiousness, and courtesy within healthcare institutions to enhance service quality. The study recommends promoting altruism through recognition programs, developing conscientiousness and courtesy through professional training, and addressing obstacles to sportsmanship. Furthermore, future research is suggested to investigate additional factors that may influence service quality at WUSH., offering insights for policymakers and scholars seeking sustainable solutions in climate-stressed regions.

Keyword: effect, citizenship behavior, service quality