SBMA Operational Performance of Power Utilities in The Subic Bay Freeport Zone

ABSTRACT : This study assessed the operational performance of the power utility in the Subic Bay Freeport Zone, focusing on five key dimensions: System Average Interruption Duration Index (SAIDI), System Average Interruption Frequency Index (SAIFI), voltage quality, billing accuracy, and customer service responsiveness. Using descriptive statistics, results revealed that business establishments generally perceived the utility’s performance as satisfactory, with strengths in minimal outage durations, stable voltage supply, accurate billing, and quick customer service responses. However, lower ratings were observed in areas such as unplanned interruptions, slow resolution of voltage issues, billing errors, and limited follow-up support during outages. Analysis of variance further showed significant differences in perceptions when grouped according to type of business and years in operation across all dimensions, while enterprise type influenced billing accuracy, and structure type showed no significant effect. These findings highlight that industry classification, operational maturity, and organizational form shape how businesses evaluate utility services. The study recommends enhancing outage management, improving voltage quality, strengthening billing accuracy, and expanding customer service responsiveness, alongside adopting a proposed action plan tailored to business profiles. Future research is encouraged to explore sustainability, technological innovations, and customer satisfaction in broader contexts. Overall, the study underscores the importance of continuous improvement in utility operations to foster reliability, efficiency, and stakeholder confidence in the Freeport Zone.

KEYWORDS: operational performance, power utilities, SBMA, Subic Bay Freeport Zone, energy management, utility efficiency.