ABSTRACT: Consumer’s satisfaction on the services provided by the Iloilo II Electric Cooperative Inc. is vital to sustain patronage and evaluate the strength and weakness of the mentioned service utility. The current study, intent to investigate the consumers’ satisfaction of service quality of Iloilo II Electric Cooperative, Inc. The study assesses consumers’ satisfaction and five areas of service quality (reliability, assurance, tangibility, empathy, and responsiveness). The respondents of this study were randomly selected employees and consumers of the utility. Results show that that the employee is expecting that ILECO II is providing a Very High Satisfactory service quality but as perceived by the consumer it was only at the High Satisfactory. There is a difference in the expected satisfaction by the employees to that of what the consumers perceive. Employees look up to the quality of the services offered by ILECO II in a significantly higher expectation but the consumer did not perceive such service quality. The service quality of ILECO II is Poorly Satisfactory that also includes all the five dimensions of service quality. The level of satisfaction with the service quality of the ILECO II is can be determined by sex and salary.

KEYWORDS : Cooperatives, Electricity, Service Quality, Satisfaction, Philippines