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Chapter 1
THE PROBLEM
vital service essential to modern life. It provides a nation with the most
technology, and the Internet and it runs various forms of transportation. Not
only is electricity the cleanest, most flexible, and most controllable form of
for excellence of any organization. Quality is main factor for attracting new
first, customer service seen was ranked as the worst in the region; secondly,
there is relationship between service quality; staff skills and lack of competition.
These are areas where more improvement is needed (IPAR, 2009 in Felix, 2017).
more, beyond this basic level of importance attached to the quality concept, it
hasbecome necessary to focus on this issue carefully. The rationale behind this
become a value that makes itimpossible for the business to survive and
businesses to embed quality into their business processes (Saglik, et al, 2014).
performance” (Bolton and Drew, 1991; Cronin Jr. and Taylor, 1992;
2013).
is a great challenge for the survival and growth of all corporate bodies. These
growth and survival demands are further deepened by the need to attract and
retain customers, as customers are the main focus of any successful businesses.
needs and demands. Any company that wants to maintain its ratings or to
become a world market leader has to find new ways to strengthen its position.
Large selection of quality products and their ratio of representation require that
companies need to provide quality services that accompany the product and the
and survival for organizations (Taylor & Baker, 2011). In the era of global
competition, many organizations have shifted the paradigm from service quality
Reid (2005) indicated that competitive strategies often led to tradeoffs between
quality and cost and some strategies are willing to sacrifice quality in order to
Improving quality relates to high cost and this reduces the value that the
customers derive from the services. From a customer’s perspective, the value of
good value when the benefits outweigh the sacrifices. Value is therefore the
ultimately the reason consumers buy anything. There is need for service firms to
improve only quality dimensions, which translate to high customer value and this
can be achieved byidentifying the factors which translates to higher value when
relationship between service quality and customer satisfaction. From the earlier
hotel industry in Peru and established that the customers were more interested
This is due to different social demographic variables such as culture and religion
that reliability, responsiveness, assurance and empathy are the most important
image.
In particular, consumers prefer service quality when the price and other
cost elements are held constant (Turban, 2002). It has become a distinct and
important aspect of the product and service offering (Caruana, 2010). The
terms of technical quality and functional quality. Usually, customers do not have
quality becomes the major factor from which to form perceptions of service
will be presented only one that relates to the fulfillment of strategic goals of
service provider who takes care of customers and improve service quality in
2012).
on January 24, 1975 with the distinction of the 65th priority project of the Rural
present study needs to identify the Customer satisfaction as the basis for
improvement.
a. age,
b. sex,
c. monthly bill/consumption,
d. occupation, and
e. civil status?
a. expectations,
b. perceptions, and
c. contentment?
of TARELCO 1?
Research Hypothesis
socio-demographic profile.
Significance of the study
management. This will also give them ideas on how to improve their services and
Employers. This will help them aware of the costumers’ needs and
services in TARELCO 1.
Costumers. This study will give them a service quality and satisfaction
Researchers. This research will help them increase their interest and
study will provide research-based information which will help other researchers
age, sex, monthly bill/consumption, occupation and civil status. It also seeks to
TARELCO 1. This is for the purpose of obtaining reliable and valid information in
Definition of Terms
The following terms were defined theoretically and operationally for easier
This chapter presents literature and studies reviewed and found to have
RELATED LITERATURE
the quality of the product, the quality of the service provided, the atmosphere of
the location where the product or service is purchased, and the price of the
business looks after its customers and how happy the customers are with their
and services of quality at economic cost and consistently meeting the customers’
On the other hand, Stanton et al. (1991), states that most product offerings are
from pure goods to pure services. However, services are identifiable, intangible
activities that are the main object of a transaction designed to provide want –
satisfaction to customers. Others like Singh (2002) look service as any activity
undertaken for the express purpose of aiding customers. While this is a rather
only with local companies but also with foreign counter parts in manufacturing
and providing superior goods and services. It is also obvious that in today’s
has no substitute. Apart from goods, services need special care and attention
actions. They cancel services, change service providers or refuse to give their
Insider states that customers also share their experiences and not through
surveys. Instead, they tweet, they chat, they blog, they assign ratings, and they
business owners a metric that they can use to improve and manage their
businesses. According to Beard (2014), there are six major reasons why
the same time, organizations need to look the service setting strategically.
satisfaction over time and the best way to know the stand of your business is
damage ensues for the economy. Considerable potential output has been lost
due to power cuts in the past few years. Potential losses from power
disruption will increase in the future as the economy grows and the relative
Power supply must increase as rapidly as demand to avoid such losses and to
ensure sustained growth. This is the rationale upon which the government is
RELATED STUDIES
Foreign
Electricity sales have been growing at the fastest pace ever with
13.5% growth in the past five years. This rapid growth in demand started in
the year 2000 and get faster in the latter years. It is to be noted that this
power cuts. This means unconstrained demand growth would be even faster,
probably close to 20 percent per year (Ethio Resource Group, 2009). Besides
order to maintain the economic growth and become a middle income country
the needs of its industrial customers will lay a foundation for industrial led
economy, strengthening the energy supply and scaling up quality has
potential and are recognized and rewarded when they do (Berry et.al., 1994).
competence. This in turn will lead to poor service delivery and less profit.
Satisfaction is not an easy feeling since the customers are always in question
issues of many people and institutions in the Philippines. The reason is that it
is being widely used on the progress for economic, business and social
damage ensues for the economy. Considerable potential output has been lost
due to power cuts in the past few years. Potential losses from power
disruption will increase in the future as the economy grows and the relative
Power supply must increase as rapidly as demand to avoid such losses and to
ensure sustained growth. This is the rationale upon which the government is
electrified areas is not satisfactory. This is due to poor design, lack of care
imbalance, extended outage times under faulty condition, high system losses
and poor safety situation has also time and again, affected technicians as
Despite the fact that quality service provision and ensuring customer
Power Corporation (EEPCo) collects about 80% of its revenue from only 20%
service dependably and accurately and the like issues are the problems raised
so that EEPCo knows the seriousness of the problem and give remedial
solutions.
Sullivan et al. (1996) found, regarding power quality and reliability, that
performance along these dimensions and that most residential customers cannot
distinguish high reliability service from low reliability service. Sharma (2010),
much greater variance in quality and reliability of power than in the U.S.) were
Local
the retailer‘s strengths and weaknesses from the customer‘s point of view.
because satisfied customers are most likely to be loyal, place repeated orders
and use a wide range of services offered by a business (Agno et al., 2015).
attaining customer patronage and loyalty. Lucas (2012) claimed that enhancing
many customers in remaining loyal. For the business owners to know the level of
utilized.
Sriyam (2012) found out that most of their respondents identified
employees.
at Metro Lipa found out that good working relationship of the workers with their
workers. More than anything else, a peaceful relationship with co-workers and
management that they think could help to enhance the training program.
Aguba et al. (2008) indicated that efficient and constant supervision of the
service improvement.
Chapter 3
RESEARCH METHODOLOGY
This chapter dealt on the methods and materials used by the researcher
in the study. More specifically, it discussed the research design, research method
used, the subjects, the instrument, the procedure, and the treatment of data.
Research Design
tabulation of the respondent’s profile as well as the result of the creative writing
two or more variables (Guevara & Lambinicio, 2011). This research design
satisfaction.
age, sex, monthly billing/consumption, occupation and civil status. It also seeks
TARELCO 1. This is for the purpose of obtaining reliable and valid information in
research questions and meet the objectives. In this study, convenience sampling
will be used because the subjects are based on the availability or preferences of
the researcher.
Research Instrument
is divided into two parts. The first part is consists of questions regarding the
consumptions, occupation and civil status. The second part includes Customer
Satisfaction model, a 5-point likert scale, that will determine the overall service
To be able to conduct the present study, the researcher will distribute the
questionnaire and gather data freely and righteously, with the approval of the
organization.
demographic profiler that will get their age, sex, monthly bill/consumption,
occupation, and civil status and Part 2 is the Customer Satisfaction Checklist that
will determine the satisfaction of the costumer in terms of expectation,
weighted mean and rank distribution for the profile variables of the respondents
customer satisfaction of the respondents, the researcher will use the Score
Range for Traverse and Cooper Measuring Instrument, a scale from Meimban
t-test and Correlation Pearson will be used to determine the relationship between
the profile variables of the respondents and customer satisfaction. These will
determine the profile variables of the TARELCO-1 customers that have a
significant relationship to their customer satisfaction at the set alpha of 0.05 level
of significance.
QUESTIONNAIRE
CUSTOMER SATISFACTION IN TARELCO 1: BASIS FOR IMPROVEMENT
Name(optional):_________________________________________________
Monthly bill/consumption:
Widowed Separated/Annulled
Occupation:
Business Man Teacher
Qualifying Statement 5 4 3 2 1
Expectations
Parasuraman, A., Zeithaml, V.A. & Berry L.L. (2009). A conceptual model of
service quality and its implications for further research, Journal of
Marketing. Vol.49
Reid R.D, (2005), “Operations Management, 2nd Edition”, Wisley Publications
Sachdev, B., Verma, D. (2004).Entry barriers and industry rivalry: do they
mediate therelationship between quality management practices and
performance,International Journal of Quality & Reliability Management, 27
(7):779-793.
Lewis and Booms J. (2013). Moving beyond normal accidents and high reliability
organizations: a systems approach to safety in complex systems.
OrganizationStudies, 30(2-3), 227-249.
Walker, R.H. and Craig-Lees, M. (2006), Technology-Enabled Service Delivery:
An Investigation of Reason Affecting Customer Adoption and Rejection,
International Journal of Service Industry Management, Vol. 13, pp. 91-106.