Local LPG Dealership towards a Consumer-Centered Project Management-Based Model

Abstract

This study examined consumer perceptions of local liquefied petroleum gas (LPG) dealership operations as a basis for proposing a Consumer-Centered Project Management-Based Model. Guided by the Input–Process–Output framework, a quantitative, cross-sectional descriptive-correlational design examined associations among five consumer-centered service dimensions, five perceived operational domains, and five consumer outcomes at one licensed dealership in Dasmariñas City, Cavite, Philippines. A researcher-developed questionnaire administered through Microsoft Forms yielded responses from 241 purposively selected consumers (233 household and eight microenterprise consumers). Forty-five rating statements formed fifteen three-item construct scores analyzed using descriptive statistics and ten multiple linear regressions in two stages, with HC3 heteroskedasticity-consistent inference and Benjamini–Hochberg adjustment across 50 slope tests (q < .05). All ten joint models were significant (p < .001). In Stage 1, the service dimensions jointly accounted for 55.2%–64.7% of the variation in operational-domain scores; Technology-Enabled Service Delivery retained positive associations with all five domains and Customer Interaction and Communication Quality with four. In Stage 2, the operational domains accounted for 54.7%–62.4% of the variation in consumer outcomes; Project Management Practices was retained for Customer Satisfaction and Consumer Behavior Patterns, and Service Processes had the largest retained coefficient for Customer Trust and Safety Perception and the sole retained coefficient for Perceived Convenience and Service Speed. The findings informed a proposed order-to-closure management cycle. Given the single-dealership design, purposive sample, and sensitivity to uniform response patterns, the model is offered as a context-specific, exploratory framework for subsequent evaluation rather than a causal or sector-wide claim.