Beruflich Dokumente
Kultur Dokumente
University of Bohol
SUBMITTED BY:
FRECIL REJAS
MARK PINTAL
SHANE ESTALLO
MARIE NICOLE SUBSUBAN
NOVIE MAE RIFE
JOY KARREN RANOSA
LYKKA MACAPINLAC
RESEARCH TEACHER:
ACKNOWLEDGEMENTS
the Almighty God, for giving the researchers the strength and guidance
needed for this study. Especially to all the struggles the researchers
encountered during this study, indeed without the Almighty Father, this
Subject Teacher, Mr. Ronald Acog, for the continuous encouragement and
support that lead to the accomplishment of this study. Also, for the Senior
High School principal, Mrs. Sofila Gantalao for allowing and granting the
merchandise using their customers as respondents for this study. Also, to the
customers who took the time to willingly and whole-heartedly answer this
3
the people who never stopped showing their undying love and support, the
researchers would like to thank you for being a big inspiration that
shown their dedication, cooperation and unswerving belief that they would
eventually produce something. All their efforts and hard work were surely
not in vain.
-The Researchers
4
DEDICATION
-The Researchers
5
TABLE OF CONTENTS
PAGE
Title Page…………………………………………………………….. 1
Acknowledgement…………………………………………………… 2
Dedication…………………………………………………………… 4
Table of Contents……………………………………………………. 5
List of Tables………………………………………………….……... 6
List of Figures………………………………………………….…….. 7
Abstract……………………………………………………………….. 10
Rationale……………………………………………………………… 12
The Problem………………………………………………………….. 14
Customers……………………………………………………. 16
Employees…………………………………………………….. 16
Business Owners………………………………………………. 16
Future Researchers……………………………………………. 17
Satisfaction……………………………………………………… 17
Level……………………………..……………………………… 17
Customers……………………………………………………… 17
6
7-Eleven……………………………………………………… 17
Theoretical Background……………………………………………… 24
Legal bases……………………………………………………………. 27
Research Design………………………………………………. 33
Research Environment………………………………………… 33
Research Respondents………………………………………… 34
Research Instruments…………………………………………. 34
Research Procedure…………………………………………… 35
Gathering of Data………………………………………. 35
Treatment of Data……………………………………… 36
Research Flow…………………………………………………… 38
INTERPRETATION OF DATA
Products…………………………………..………………………….. 41
Environment……………………………………..…………………… 43
Services…………………………….………………………………… 43
The Findings………………………………………………….. 45
Conclusions…………………………………………………… 47
Recommendations…………………………………………….. 49
References…………………………………………………………..... 51
Appendices…………………………………………………………… 53
School Principal)……………………………………………. 54
C. Questionnaires……………………………………………..... 56
Curriculum Vitae………………………………………………………. 59
8
LIST OF TABLES
TABLES PAGE
II. Product………………………………………………….. 39
IV. Environment……………………………………………. 43
V. Services…………………………….…………………… 44
LIST OF FIGURES
FIGURES PAGE
I. Research Environment……………………………. 34
ABSTRACT
purchasers due to the comfort it offers them. This study reports the
Bohol.
among customers. It aims to identify the major factors and reasons that
chose male and female participants and made sure to make them voluntarily
questionnaire.
found with a “Very Satisfied” derived value in the three categories yet
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CHAPTER I
INTRODUCTION
Rationale
purchasers due to the comfort it offers them. Odds are that there are stores
situated not less than 250 feet from your home or office. Also, the 24-hour
benefit offered by the merchandise guarantees that you can shop at any
given time.
Corporation (PSC). Its first store, located in Quezon City, opened in 1984. In
strategic alliance for the convenience store industry within the area. The
number of stores reached 1,602 at the end of 2015. As of 2017, there are
for this enables employees to have shifting every regular working hours if
stores around Tagbilaran City, Bohol. It reports the factors that affect the
price, the service, and the convenience. This research is worth pursuing for
the reason of identifying the major factors that lead to the complete
on the various impacts that affect the customer’s satisfaction like the
THE PROBLEM
the key for the survival of the company. To be profitable, the company must
highly satisfied.
1.1 Sex;
1.2 Age;
terms of:
2.1 Product;
2.2 Environment;
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2.3 Services.
study?
The focus of this study is to observe the various factors that lead to the
the value of their product, and how they provide their goods and services.
from the branches of 7-Eleven Stores around Tagbilaran City, Bohol. Survey
analysis.
stores around Tagbilaran City as the participants of this study. The sample
data from all 7-Eleven stores. The researchers are also willing to drop in to
the research sites to gather essential data with regards to this study.
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opportunity to observe the way the employees provide good services that
grant their satisfaction. The customers would also be able to judge if their
are proper.
their services. They will be able to take control of their actions, adjust their
moods, establish patience to avoid chaos, and serve as a guide to the proper
and mannerisms.
especially for those who own convenience store so that they will become
responsible to pay more attention to the daily operation of the store and not
just on the growth of the business. They would also be able to explore the
customer’s satisfaction.
in such way that this will be an instrument for future reference in having
The following terms are defined to help readers fully understand the
topic:
Satisfaction
Level
An amount of something.
Customers
7-Eleven
18
goods.
CHAPTER II
satisfaction and its place inside the general procedure of a firm are talked
Research, 2018).
Customers are very impacted by the financial esteem they get from a
fulfilment, devotion, and benefit (Anne Martensen & Lars Gronholdt, 2010).
and;
(4) Service quality has less effect on purchase intentions than will
shopper satisfaction.
that leads to consumer loyalty and reliability for convenience stores (Kai
Kristensen, 2010).
Amid these years, rivalry power in the retail business has been getting
load than they used to. The most vital one among many others would be the
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comparable innovation, and copy in-store marketing (B. Shih & C. Chen,
2012).
Engaged customers are more likely to try new products and services,
and are excellent brand advocates. Their level of satisfaction has also been
found to depend on various factors like the products sold, the market price,
the environment, the store’s promotion and the quality of their service.
give more prominent access to sustenance and drinks than stores or little
(W. Lee, 2010). The American Customer Satisfaction Index (ASCI), another
support recurrence.
Customers also draw in with brands. They have more outlets to share their
encounters and more chances to take their money somewhere else if they're
not upbeat. It would just take a short amount of time for a customer to be
switch their loyalties. The convenience store’s image and promotion plays a
ventures ought to be in the territories that are most spurring to the store’s
relationship with the employees is one of the assets to gain satisfaction and
overall loyalty behaviour for repeat purchase intention (Yan Lu, Yoo-
includes:
or subset.
Pricing. This assures the pricing strategy that reflects the quantitative
realistic essence.
Place. This enables the store to make sure their retailer’s location is
Promotion. This deals in the terms of positioning the messages for the
make the customer rely on them more; and decision making unit and
THEORETICAL BACKGROUND
O’Neill, J.W. (2003). They discuss that “Amongst the most popular
indicates that how the service was delivered is more important than the
expectations.
In line with this major theory, this study also presents three subsidiary
theories:
will acquire and use. Customers use their experience with product/service
service quality. There are both intrinsic and extrinsic cues to help guests
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theory is that “one of the basic frameworks that help to understand how
LEGAL BASES
in Congress assembled:
Art. 1. Short Title. – This Act shall be known as the "Consumer Act of the
Philippines."
the interests of the consumer, promote his general welfare and to establish
standards of conduct for business and industry. Towards this end, the State
education to facilitate sound choice and the proper exercise of rights by the
economic policies.
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sampling, tests and codes used to check the quality of the products; d)
purpose consumer product quality and safety standards. The said technical
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committees shall consult with the private sector, which may, motu proprio,
develop its own quality and safety standards that shall be subject or agencies
after public hearings have been conducted for that purpose; and shall
Philippine Government.
circulation at least once a week for a period of not less than one (1) month. It
and safety standards by the department. The manufacturer shall avail of the
functions and duties under existing laws, the concerned department shall
supervise the implementation of this Article and its implementing rules and
collect and retain fees as are necessary to cover the cost of inspection,
violations of Article 18; and (2) other appropriate means to expand the
a) Where the comparison relates to a former price of the seller, the item
compared shall either have been sold at that price within the ninety (90) days
offered for sale for at least four (4) weeks during such ninety-day period. If
the comparison does not relate to an item sold or offered for sale during the
ninety-day period, the date, time or seasonal period of such sale or offer
seller's future price, the future price shall take effect on the date disclosed in
the advertisement or within ninety (90) days after the price comparison is
the seller for a period of at least four (4) weeks after its effective date:
assuring as far as practicable simple and easy access on the part of the
CHAPTER III
RESEARCH METHODOLOGY
Research Design
Since the aim of this study is to assess the level of satisfaction among
utilized the descriptive quantitative design by using the survey method as the
main tool for the questionnaires. This was beneficial in finding out and
experience.
Research Environment
around Tagbilaran City, Bohol. Tagbilaran City is the capital and main city
the Bohol province. The city is 630 Km southeast of the national capital in
Tagbilaran City. One branch located at Lite port Center in Maria Clara St.,
one at Galleria Luisa, Gallares St., the newly opened branch near the local
Research Respondents
researchers will include all the customers within the 24-hour shift. An
Research Instruments
by the researcher. This instrument will be used as a major tool for the
questions that will help the researchers measure the customer’s satisfaction
level.
Research Procedure
Data Gathering
for data gathering. The researchers also asked permission to the Senior High
During the process, the researchers went to the locations and asked
this study. Survey questionnaires were given one by one to ensure that every
Treatment of Data
𝐹
𝑃= 𝑥100
𝑁
Wherein:
P= Percentage
F= Frequency
where some values are given importance ove others. This is used to gauge
37
the average value of responses for each item in the questionairre. (Ferguson:
1992)
Whereas, the weighted mean of the responses for each item will be
𝑓1 + 𝑓2 + 𝑓3 + 𝑓4
𝑊𝑀 =
𝑁
Wherein:
N= Number of case
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Research Flow
sub-problem of the study. It shows the sequence and flow of the research
process conducted.
INPUT
Data:
PROCESS
Distribution of the Survey Questionnaires for Data Gathering
Tallying of the Data
Analysis and Interpretation of Findings
OUTPUT
Findings
Conclusions
Recommendation
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CHAPTER IV
the data gathered from the satisfaction level of the customers in 7-Eleven
their sex, age, and educational attainment with their corresponding number
Sex Category F %
Female 109 60.56%
Male 71 39.44%
TOTAL 180 100
Age Category F %
18 below 30 16.67%
18-24 77 42.78%
25-34 37 20.56%
35-44 26 14.44%
45-54 10 5.56%
TOTAL 180 100
regards to the sex of the respondents, it revealed that out of one hundred
it was classified into five categories in which the respondent should be in the
legal age or below and is capable in giving his or her perception regarding
this study. Of the above table, it shows that respondents with ages 18-24 got
followed by the third category which is from 25-34 which yielded a number
of 37 frequencies having 20.56 percent. On the other hand, the category that
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got the lowest number of frequencies of 10 belongs to the age group of 45-
the respondents involved in this study. As shown above, there are six levels
percent followed by the next one or those who belong in college level with a
number of forty six frequencies or 25.56 percent. In addition to this, the least
Product
Table 2. Product
Descriptive Statistics
N Mean Derived Value
Assortment of goods/ products 180 3.44 VS
Products are place in order, and easy to search 180 3.48 VS
The product’s prices are just right 180 2.94 S
Availability of products 180 3.21 S
Computed Mean 3.2675 VS
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1 2 3 4
1.00 – 1.74 1.75 – 2.49 2.50 – 3.24 3.25 – 4.00
As shown in the above table, the indicator the garnered the highest
mean was item number two which shows the customer’s satisfaction with
3.48 and followed by the first item which hold the product’s organization
and assortment that got 3.44 rating mean. Meanwhile, the item that was rated
by the respondents as the lowest of all the indicators with a rated mean of
2.94 was the third item constituting of the product’s price. This shows
Environment
customers with their computed mean and its corresponding derived value.
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Table 3. Environment
Descriptive Statistics
N Mean Derived Value
Place is safe at night 180 3.17 S
Place is safe at day 180 3.64 VS
Security of the area (Security and CCTV cameras) 180 3.50 VS
Accessible any time 180 3.53 VS
Neatness and Cleanliness of the area 180 3.30 VS
Comfort of shopping environment 180 3.27 VS
Computed Mean 3.40 VS
by the respondents as the highest with a rated mean of 3.64 was the second
item which states that the place is safe during daytime and was followed by
fourth item that states the store’s accessibility having a rating mean of 3.53.
In the meantime, the lowest item that revealed by the respondents as the
lowest of all the indicators was the store’s safety during night time with a
rated mean of 3.17. Despite all this, all fall under the Very Satisfied category
Services
perceived by the customers with their computed mean and its corresponding
derived value.
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Table 4. Services
Descriptive Statistics
N Mean Derived Value
Staffs are attentive 180 3.27 VS
Staffs answers questions 180 3.33 VS
Staffs service timely 180 3.34 VS
Methods are used by employees to deal with complaints 180 3.22 S
Staffs etiquette and courtesy 180 3.42 VS
Staffs initiative in serving customers 180 3.38 VS
Computed Mean 3.33 VS
with the staffs’ etiquette and courtesy as indicated in the fifth item having a
the fourth item which deals with the staffs’ methods in dealing with the
customers complains. Yet, all fall under the Very Satisfied category as the
derived value.
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CHAPTER V
The Findings
The survey questionnaires were distributed to the three (3) branches and
one hundred eighty (180) residents with random male or female gender
selected from different branches that are located at J.A. Clarin Street, CPG
As stated in the table, the respondents’ rate were very satisfied in the
most part regarding the products area, while the part for the products prices
rated by the respondents were satisfied only. This is because the respondents
find the prices too expensive and their money is not enough for their likings.
satisfied in most part and only the safetiness at night were rated as satistied.
This is because the respondents observed that costumers are fewer at night
and is capable of greater risk and danger and it is not that very secured
rated most of the items given as very satisfied, while the "methods are used
there are a lot of costumers catered by the employees and the employees
with the answers on. The researchers’ findings about the respondents
the study.
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CONCLUSIONS
selected branches of 7-Eleven convenience stores, the tally was done and the
their response.
Meanwhile, the given items of the products category were rated by the
respondents accordingly with means ranging from 2.94 as the lowest to 3.48
as the highest. The respondents also rated the environment category with the
ranging scale of the mean from the lowest as 3.17 to the highest as 3.64. On
the other hand, with regards of the services category, the costumers rated it
with their perceptions about how they are being satisfied with their
interactions and services by the employees guarantee and also how they deal
In general, the ratings were very good. In this matter, the researchers
the 7-Eleven convenience stores in terms of the goods, services and the
48
concerns are the prices of the goods. However, the establishments were safe
and secured and the availability of the place as well as the products and
the business.
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RECOMMENDATIONS
recommendations:
product, the merhandise should develop strategies, for instance, if the store
cannot lower the prices of the product they can add something appealing to
that certain product for their customers to think that they get what they pay
for. Some of their products like their ice cream and slurpees, they can lower
the prices or lessen the servings to make it more adequate for the customer’s
money.
regards with the security, the 7-Eleven stores’ should enhance the security of
the environment to ensure the safety of the customers. They could install
guards instead of one—but this will only apply during the night shift. In
and credibility in the service. However, they must need to come to work
with confidence, full of life and healthy. With regards to their performance
and their sense of responsibilities, they must render their time for work in
productive manner. They must bear in mind that their performance must be
enough to satisfy their customers. They must also practice more in being
polite and most of all, they must exert more effort in assisting the need of
their customers.
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REFERENCES
REFERENCES
APPENDICES
54
University of Bohol
LETTER OF PERMISSION
Good Day!
We, the bona fine Grade 12 Accountancy and Business Management students of
University of Bohol Senior High School, are presently conducting a research
entitled “Satisfaction Level of Customers in all 7-Eleven Stores around
Tagbilaran City, Bohol”.
We hope for your positive response on this humble matter. Thank you very much
and God bless.
Respectfully Yours,
Approved By:
University of Bohol
Senior High School Department
City of Tagbilaran
LETTER OF PERMISSION
Dear Respondent,
Good Day!
We, the bona fine Grade 12 Accountancy and Business Management students of
University of Bohol Senior High School, are presently conducting a research
entitled “Satisfaction Level of Customers in all 7-Eleven Stores around
Tagbilaran City, Bohol”.
We hope for your positive response on this humble matter. Thank you very much
and God bless.
Respectfully Yours,
Approved By:
University of Bohol
Senior High School Department
City of Tagbilaran
Dear Respondent,
Good Day!
We, the bona fide grade 12 researchers are conducting a research entitled “Level
of Satisfaction of Customers in all 7 Eleven Stores in Tagbilaran City” as a course
requirement for the Grade 12 under the strand of Accountancy, Business, and
Management (ABM). In view with this, we respectfully choose you as one of our
respondents to answer the printed questionnaire for the completion of the study.
Please provide your honest response and rest assured that your answer will be
treated with utmost confidentiality.
Respectfully yours,
Noted by:
Educational Attainment:
( ) Doctorate ( ) Masteral
( ) College Graduate ( ) College level
( ) High School Graduate ( ) High School level
Work: __________________
II. QUESTIONNAIRE
Instruction: This survey will be used in assessing the level of satisfaction of
customers in all 7-Eleven Stores in Tagbilaran City. Put a Check Mark (√)
on the numbers column which represents your answer. Your answers will
be kept confidentially.
LEGEND:
VS- Very Satisfied NRS- Not Really Satisfied
S- Satisfied NSAA- Not Satisfied At All
58
4 3 2 1
VS S NRS NSAA
2.1 Product
Assortment of goods/products
Products are place in order,
and easy to search
The products price are just right
Availability of products
2.2 Environment
Place is safe at night
Place is safe at day
Security of the area (Security
and CCTV cameras)
Accessible any time
Neatness and Cleanliness of the
area
Comfort of shopping
environment
2.3 Services
Staffs are attentive
Staffs answers questions
Staffs service timely
Methods are used by employees
to deal with complains
Staffs etiquette and courtesy
Staffs initiative in serving
customers
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Nickname: Hani
Nationality: Filipino
Contact: 09157109538
Parents:
Educational Background:
Nickname: Bhe
Nationality: Filipino
Contact: 09973921699
Parents:
Educational background:
Nickname: Lyks
Age: 17
Nationality: Filipino
Contact: 09273858924
Parents:
Educational Background:
Nickname: Mac-mac
Nationality: Filipino
Contact: 09508929370
Parents:
Educational Background:
22
Nickname: Bejoy
Nationality: Filipino
Contact: 09385780470
Parents:
Educational Background:
Nickname: Fres
Nationality: Filipino
Contact: 09484521231
Parents:
Educational Background:
Nickname: Bing/Yang
Nationality: Filipino
Contact: 09366914961
Parents:
Father: Deceased
Educational Background:
Nickname: Shang
Nationality: Filipino
Contact: 09074251397
Parents:
Educational Background:
Nickname: Nicole
Nationality: Filipino
Contact: 09569979641
Parents:
Educational Background: