AN ANALYSIS ON THE LEVEL OF CUSTOMER SATISFACTION

IN GINSEY ENTERPERISE: A DESCRIPTIVE STUDY

A Research Proposal
Presented to the Faculty of
Senior High School Department
Argao National High School
Argao, Cebu

In partial fulfillment
Of the requirements of the Applied Subject
Practical Research 2

By
MICHAELA ABADIA

LADY JERINA C. ABEAR

DHAIZA RHOSE ALBORES

LIZA KATRISE CABIZON

JASON COMALING

JONIKA KARLYN C. NUENA

ANGEL MAE RUBIA

February 2024
 TABLE OF CONTENTS

CHAPTERS

Chapter 1 THE PROBLEM AND ITS SCOPE

Rationale of the Study----------------------------------------------------------------1

Theoretical background -------------------------------------------------------------2

Conceptual Framework -------------------------------------------------------------5

Statement of the Problem ----------------------------------------------------------6

Significance of the Study -----------------------------------------------------------6

Scope and Delimitations ------------------------------------------------------------7

Definition of Terms------------------------------------------------------------------8

Chapter 2 REVIEW OF RELATED LITERATURE AND STUDIES

Review of Related Literature--------------------------------------------------------9

Chapter 3 RESEARCH METHODOLOGY

Research Design ---------------------------------------------------------------------18

Research Environment --------------------------------------------------------------18

Research Respondents --------------------------------------------------------------20

Research Instruments ---------------------------------------------------------------20

Research Procedure -----------------------------------------------------------------20

Statistical Treatment of Data ------------------------------------------------------21

Output of the Study

Bibliography----------------------------------------------------------------------------22
APPENDICES

A. Transmittal Letter---------------------------------------------------------------30

B. Parental Consent----------------------------------------------------------------31

C. Questionnaire--------------------------------------------------------------------32

CURRICULUM VITAE----------------------------------------------------------------------------------34
 LIST OF FIGURES

NO. TITLE PAGE

1. Schematic Diagram Of The Theoretical Framework 5

2. Location Map of the Research Environment 19

 1

CHAPTER 1

THE SCOPE AND ITS PROBLEM

Rationale

The behavior of employees play a major role in determining how satisfied the customer

is with their company (Agatep and Villalobos, 2021). Customer satisfaction is directly impacted

by the sales clerks' behavior. Positive interaction between the sales clerks and the customer can

lead to increased customer loyalty. The behavior of employees influences customer

satisfaction, which in turn influences the overall productivity of the business. Employee

behavior and customer satisfaction both influence an organization's trajectory. A growing

number of customers means a company's long-term survival. Organizations should seek

inventive methods to retain and grow their customer base. Meeting customer satisfaction is

said to be a method of attracting them (Agatep and Villalobos, 2021).

According to a study conducted in Indonesia by Setyadi et al. (2022), customer

satisfaction is determined by the quality of service provided by employees. Recognizing

customer happiness will be the most effective technique for reducing customer dissatisfaction

and increasing income because study reveals that 99 percent of dissatisfied customers will not

purchase the products or services again (Danish Ali et al. 2021). By being able to provide good

quality service and behavior to customers, they will most likely purchase the goods or services

again. Customer satisfaction is currently a major issue for the company's goods that measure

how well a product fits consumer expectations (Aburayya et al. 2020).

The quality of the relationship between the salesman and the consumer determines the

likelihood of future interaction between those parties. Dishonest and untrustworthy

 2

commercial practice may disregard relationships. These immoral activities not only influence

the customer's perspective, but they also harm the customer's dedication, faith, and allegiance

(Vidianti and Ekawati, 2020).

According to Agatep and Villalobos (2021), in an establishment, the customer is

regarded as the source of revenues. Customers who are satisfied are more likely to continue

doing business with a company, but unsatisfied consumers are more likely to take their

business somewhere else. Satisfied customers attract others and inform them about their

favorable encounters or services received, but unsatisfied customers avoid influencing others

with their unfavorable experiences and services. Furthermore, the significance of customer

satisfaction and the standard of service has been shown to be important in helping to enhance

the overall performance and prosperity of a company (Agatep and Villalobos, 2021).

This study is a descriptive research that aims to identify the effects of the working

behavior of the Ginsey sales clerks to the level of customer satisfaction. This study analyzes and

understands how the behavior of sales clerks, such as their friendliness, attentiveness, product

knowledge, and communication skills, impacts the satisfaction of customers. This study aims to

provide insights of the sales clerks' behavior and customer satisfaction, which can help

businesses improve their customer service and ultimately enhance customer loyalty and

retention.

Theoretical Background

The researchers based their study on the following theory: The Expectancy-

Disconfirmation Paradigm (EDP) by Oliver (1997; 1980). The Expectancy-Disconfirmation

Paradigm (EDP) was proposed by Oliver (1977; 1980) as the most promising theoretical
 3

framework for assessing consumer satisfaction. According to the model, consumers purchase

goods and services with pre-purchase expectations regarding the expected performance. The

level of expectation becomes a benchmark against which the product is measured. That is, after

using the product or service, the results are compared to expectations. Confirmation occurs if

the outcome meets the expectation. Disconfirmation happens when there is a mismatch

between expectations and results. As a result of a positive or negative divergence between

expectations and perceptions, a consumer is either satisfied or unsatisfied. Thus, when service

performance exceeds expectations, there is a positive disconfirmation between expectations

and performance, resulting in satisfaction, whereas when service performance is as expected,

there is a confirmation between expectations and perceptions, resulting in satisfaction. In

contrast, when service delivery falls short of expectations, there is a negative disconfirmation

between expectations and perceptions, which leads to discontent.

This type of discrepancy theory has a long history in the satisfaction literature,

extending back to the definition of satisfaction by Howard and Sheth (1967), which asserts that

satisfaction is a consequence of the degree of congruency between aspirations and observed

actuality of experiences. However, the EDP reasoning, which claims that everyone has solid

expectations of all attributes prior to service experiences, may be less relevant in instances

when customers do not know what to expect until they encounter the service (Yüksel A. &

Yüksel F., 2001). Consumers evaluate items and services in relation to their prior expectations,

according to theories of disconfirmation effects on satisfaction. As a result, disconfirmation,

defined as the cognitive contrast of perceived performance and prior expectations, should have

a clear relationship to satisfaction (Helson, 1948, 1959, 1964b; Oliver, 1980, 1981). The latter
 4

perspective on satisfaction is primarily addressed by expectancy-disconfirmation theory, which

proposes that satisfaction is determined by the degree to which the performance of a given

product or service, as perceived by a consumer, fulfills his or her individual performance

expectations. According to the EDM, citizen satisfaction results from a process in which citizens

compare their impressions of a public service's performance to their prior expectations. The

EDM arose from marketing literature (Oliver 2010). In this literature, customer happiness is a

major idea.
 5

Conceptual Framework
The Expectancy-Disconfirmation

Theory by Chakravartty (2018)

An Analysis on the level of Customer Satisfaction in

Ginsey Enterprise: A Descriptive Study

Service Quality Sales Clerks’ Behavior

Customer Satisfaction

Outputs

FIGURE 1. SCHEMATIC DIAGRAM OF THE THEORETICAL FRAMEWORK

 6

Statement of the Problem

This study is a descriptive research that aims to analyze the level of customer satisfaction in

Ginsey Enterprise. Specifically, it seeks to answer the following questions;

1. What are the profiles of the respondents in terms of?

1.1 age

1.2 Gender

1.3 Occupation

2. What are the respondent’s level of customer satisfaction in the construct of?

2.1 service

2.2 attitude

3. Is there a significant difference between the profile of the respondents and their level of

customer satisfaction?

4. Based on the findings, what possible outputs can be proposed?

Significance of the Study

This study is a descriptive research which tries to analyze the level of customer

satisfaction in Ginsey Enterprise. The following will become beneficiaries of the study upon its

completion:

Administrator. This study can provide competitive advantage by understanding how sales

clerks' behavior affects client happiness, sales, and profitability.

Customers. This study can increase their shopping experience, service quality, and product

options, fostering loyalty and happiness.

 7

Employees. This study can share knowledge on how to create methods that will optimize

Ginsey sales clerks' behavior, which will ultimately increase customer satisfaction and company

performance.

Future Researchers. This study will help future researchers to know how employee behaviors

can affect a business and how it impacts customer perspectives. In particular, those who are

considering recommending studies to examine how Ginsey sales clerks' behavior affects client

happiness.

Overall, the study on the an analysis on the level of customer satisfaction in Ginsey

Enterprise is significant and necessary because it provides insights into how employees'

behavior might affect customer satisfaction, which will help businesses avoid low customer

satisfaction.

Scope and Delimitations

This study, titled " An Analysis on the level of Customer Satisfaction in Ginsey Enterprise:

A Descriptive Study", is a descriptive research that aims to identify the effects of the working

behavior of the Ginsey sales clerks to the level of customer satisfaction.

The scope of this research primarily focuses on Ginsey sales clerks and their customers.

It will explore the influence of their behavior on customer satisfaction across a range of

products or services provided by Ginsey. This study will be conducted at Ginsey Enterprise. The

researchers will distribute the survey questionnaires and proceed with the study for a span of 2

weeks. This study will involve only 30 respondents. This study acknowledges the existing body

of research that examines salesperson behavior and its impact on customer satisfaction.
 8

Definition of Terms

The definitions of the key terminologies used in this study are provided below for

reference.

Customers are people who buy goods or services from a store or business.

Customer satisfaction is a measurement of how happy and satisfied a customer is with a store’s

goods or services.

Ginsey is a retail establishment that is offering and selling products to the people.

Sales clerks are employees in Ginsey who accommodate customers and provide help if needed.

Working Attitude the feeling or behavior that one will display to others in the working

environment.
 9

CHAPTER 2

REVIEW OF RELATED LITERATURE

These arguments from a number of studies and research of qualified authors’ business

related literature are presented in this chapter. This part of the study closely examines the

claims made regarding how the behaviors of Ginsey Sales Clerks’ affect customer satisfaction.

Sales Clerk’s Behavior and Attitude

Many variables influence customer loyalty, one of which is the attitude conveyed by

employees (Thanabordeekij, 2018). Any organization's ability to survive and compete depends

heavily on the performance of its employees. Employees who are willing to go above and

beyond in order to fulfill their given tasks are the only ones who can help an organization

realize its vision and goal (Damianus et al., 2021). Salespeople that exhibit ethical behavior

communicate with customers in a way that is true and accurate, only offers products or services

that will benefit them, makes promises that they can fulfill, and protects the privacy of their

personal information. If a salesperson can act according to a standard set of socially acceptable

norms, like respecting clients, then their ethical behavior will grow. Customers' good intentions

should be considered as finite resources, therefore excessive marketing efforts towards them

should be avoided. Customer satisfaction and trust can be generated by a salesman who

demonstrates ethical behavior and a trustworthy mindset (Wedatama and Sukaatmadja, 2019).

The eagerness and openness of the employees to finish their work determines how well they
 10

perform. Additionally, workers may become more productive if they are eager and willing to do

their tasks, which will enhance performance (Zhenjing e al., 2022).

One's views, feelings, and intended behavior reveal their attitude, which can be either

positive or negative towards an object or someone. It is an evaluation response, both positive

and negative, to something or someone. It concerns what workers know, believe, and feel

about their jobs as well as how they might behave in response to those jobs. Workplace

attitude has an impact on organizational commitment (Damianus et al., 2021). In a competitive

market economy, employees' attitudes are a critical locus for defining and achieving efficiency,

effectiveness, and customer satisfaction in an organization, particularly in the service sector and

the hospitality industry (Methode et al 2019). Employee performance denotes increased

productivity and efficiency as a result of growth in employees. Employee performance is

determined by the employee's willingness and openness to do the work. Employee

performance in the organization is critical to the success and profitability of the company. A

successful organization requires people that are willing to go above and beyond their normal

job scope and offer performance that exceeds goals. Employee performance is critical for

corporate effectiveness in an increasingly competitive world (Methode et al., 2019). Employees

have an important role in organizational success and competitiveness, which adds to the

misunderstanding and controversy among practitioners about employee attitudes. Employee

attitudes toward their professions, careers, and companies differ from person to person (Lee,

Moon, & Song, 2018). Because businesses need to retain and attract the right talent and foster

the right attitude, measuring employees' attitudes provides a signal on how effective the
 11

organization is in promoting a favorable environment that breeds the right attitude among

employees towards their job and employer (Balta, 2018).

Service Quality

Process and product quality are both included in the quality of services. Customer-

acceptable quality during the process is known as service quality. The quality that the client

perceives after receiving the service is known as the output quality. When the level of customer

service meets or exceeds expectations, the quality of the service is excellent. On the other

hand, poor service quality is also regarded as having occurred if the services were not as good

as anticipated. Stated differently, a service is deemed adequate if it meets the required level of

quality. Clients pleased with the assistance provided (Ariani, 2020). The discrepancy between a

customer's expectation and perception of a service is known as service quality. In order to

satisfy customers, service providers must be able to match perceived and expected levels of

service. This involves making a comparison between what clients believe a business should

deliver and the actual level of service that the business provides (Ariani, 2020).

Quality corresponds to satisfaction in a user-based method: the greatest level of quality

is the best satisfaction of consumers' preferences. Organizations have understood that

providing high-quality services provides a long-term competitive edge. Service quality and

customer satisfaction are essential success elements for businesses seeking market

competitiveness, improvement, and growth. Researchers have presented multiple

interpretations of service quality, all of which state that it entails conforming to standards

(Johnson & Karlay, 2018). Quality of service can be defined as a detailed customer review of a
 12

specific service and the ways in which it lives up to their standards. Customer satisfaction

assesses an organization's performance in relation to its customers' needs. This also serves as a

measure of service quality. Customers can remark on products and services by offering

comments regarding service characteristics (Pakurár et al., 2019). The entire service quality of

organizations impacts the level of customer satisfaction and loyalty in the service industry.

Meanwhile, it is critical to boosting corporate market share (Lei et al., 2022).

The adaptation to client requests in providing a service was characterized as service

quality. Other researchers defined service quality as the result of a client's overall quality

evaluation to a service provider based on a comparison of customers' expectations and their

perceived quality received (DAM S. M. & DAM T. C., 2021). Quality of service is a method used

by businesses to strive for continual advancements in quality in their processes, goods, and

services. If excellent service is provided, the higher the customer satisfaction (Wibowo, 2022).

Customer service is a crucial component in efforts to boost customer satisfaction; thus, a

business must give good customer service (Prasodjo, 2022). Service quality is a developing part

of business service management. Customers' purchase experiences are undergoing shifts, as

are their expectations (Bengtsson et al., 2020).

Customer Satisfaction

According to Wibowo (2022), customer satisfaction is a person's emotion of joy or

dissatisfaction after comparing the performance (results) of a product to the anticipated

outcomes. Customer satisfaction is an attitude formed as a result of an experience. Satisfaction

is an evaluation of the features or benefits of a product or service, or of the item itself, that give
 13

a level of satisfaction to customers in terms of fulfilling customer needs, higher levels of

customer satisfaction derive from enhanced employee performance and dedication to the

company. Quality, service, and value can all be used to develop customer satisfaction indicators

(Wibowo, 2022; Sakanau & Charni, 2021). If you provide a great experience, 81% of satisfied

consumers are more likely to do business with you again. After a terrible experience, 95% of

consumers will "take action" by communicating their complaints with friends and family or

churning (Chambers, 2022). Business people use the keyword "customer satisfaction" to

describe the success of structure in the modern era. Because there is now intense rivalry for

every commodity. It gets harder for businesses to hold onto clients over extended periods of

time. When a customer remains satisfied for an extended period of time, the marketer's only

task is to satisfy them (Kumar et al., 2022).

Customer satisfaction is critical for any company organization to survive in today's

competitive market. It assists the corporation in estimating its future demand. Customer

satisfaction generates word-of-mouth referrals for other potential customers. It is the most

critical aspect in the success of any company. As a result, it is critical to take care of buyers and

keep them pleased at all times (Srinivasan, 2023). Customer satisfaction is essential for

developing long-term relationships with your customers. Using the courting analogy, going

through the sales process is similar to charming your prospect into becoming a customer.

However, maintaining a long-term connection is difficult. You must continue to provide value

over and over. You must keep your customer happy. Customer satisfaction affects not only the

bottom line of a company, but also staff morale and retention rates. Businesses require funds to

function. Businesses require clients in order to make money. Ideally, these consumers are
 14

pleased, tell their friends about you, and return (Chambers, 2022). Customer perception and

value of service quality determines customer satisfaction. Customers' perceptions or

assessments of the services they receive are known as customer satisfaction. There are several

definitions of consumer satisfaction. One customer's definition differs from that of other

consumers. Put otherwise, there isn't a single definition that applies to customer pleasure.

Given the complexity of the definition, research on customer satisfaction needs to be done on a

regular basis. Researchers most frequently define customer satisfaction as whether or not a

company is able to satisfy its customers' expectations (Ariani, 2020).Customer satisfaction is a

measure of how products and the services provided meet or surpass customer expectations

(Kotler and Armstrong, 2018). A study conducted by Agnihotri et al. (2019) reported that

customer satisfaction with the sales personnel has a significant positive influence on customers’

willingness to pay more. This shows that when customers’ needs are met efficiently, the

satisfaction will drive them to spend more money and make more repeated purchases. On the

other hand, Reynolds and Beatty (2019) found out that high levels of satisfaction with the

company results in spreading positive word of mouth about the company. In other words, a

customer who is satisfied would likely give the company a good reference (Leung, 2020).

Customer Loyalty

Loyalty is a marketing concept that focuses on obtaining and retaining valuable

consumers in order to improve profitability. Customer loyalty strategies have progressed from

an afterthought to a top priority for marketers across industries. Customer commitment and

accumulated satisfaction are important drivers of loyalty. The strengthening and accumulation
 15

of these inputs assists customers in moving through each of the four loyalty stages. This

research examines each loyalty stage in terms of important loyalty drivers, techniques, and

benefit kinds offered. Finally, the most loyal customers are achieved through cumulative

advantage and strategic integration with company cultures. Loyal consumers naturally increase

brand awareness as well as awareness of the company's comprehensive offers. Furthermore,

building customer loyalty entails producing value for customers while also profiting from

customer value (Business Bliss Consultants FZE, 2018).

Customer satisfaction affects a company's performance and profitability. Multiple

research studies have shown this effect subtly through loyalty among customers (Suchánek &

Králová, 2018). Providing excellent customer value is the key to establishing a loyal customer

base (Wibowo, 2022). According to Wedatama & Sukaatmadja (2019), customer loyalty is

described as customers' willingness to sustain ties with specific businesses, services, or

products. Customer loyalty can be defined as a customer's dedication to engage in business

with a specific company, purchase products and services, and endorse it to others. Customers

who are completely satisfied remain more loyal than those whose wants are partly addressed.

Customers who are pleased with the service provided by the salesperson will be loyal. Trust is a

critical component in developing customer loyalty and good retention, or in other words, trust

has a favorable influence on loyalty. Customers that are satisfied and trusting of a brand or

company are more devoted and loyal to it and will make repeat purchases. The more satisfied a

customer is, the more loyal they are to the business. A satisfied consumer increases both sales

and profits. Customer loyalty is the act of consistently choosing one company's products and

services over its competitors. Customers that are loyal to one company are not readily
 16

influenced by price or availability. They would rather pay more to obtain the same high quality

service and product they are accustomed to.

Customer loyalty is the result of a company constantly fulfilling and exceeding the

expectations of its customers. According to another Rare Consulting study, 83% of customers

attribute their brand loyalty to trust. In other words, loyalty is about liking and trusting the

product and brand. Customers who trust the company with whom they do business are more

inclined to return (Chambers, 2022). Consumers are more likely to see the service provider

favorably and become loyal to them if they have favorable attitudes and thoughts about the

services during the service consumption process (Khoo, 2020). Customer loyalty is a proceeding

positive association between the customer and the business. Now when you measure loyalty,

it’s not just about the customer purchasing your product but it is about emotions and your

positive interactions with the customers.

Customer expectations

The expectations of customers are constantly rising. Brand loyalty has become obsolete.

Consumers look for the goods and practices that can most effectively meet their needs. It is

insufficient for a product to live up to client expectations in terms of demeanour or disposition.

The culmination of both technological characteristics and factors of human behaviour is

customer satisfaction. Expectations of the customers entail the concepts and customer's

perceptions of the product or service is dependent on what the client requires from the item

and anticipates its performance. The customer anticipation is dependent on his prior word-of-

mouth, advertising, and experience. The expectations of customers regarding the product or
 17

the foundation of their contentment is service. Prior to purchasing a good or service, each

customer may have preconceived notions regarding the performance, cost, caliber, and post-

purchase support, in relation to that particular item. After the product or service can fulfill or

meet the expectations of the clients, it may be referred to as customer pleasure (Hamza, 2023).

Everything a consumer expects from a company, service, or product is included in the

term "customer expectation." In the minds of clients, expectations are formed by their personal

experiences, knowledge gained from prior experiences, and lessons learned. Consumers who

have purchased a good or service will have expectations, both stated and unstated. They will

have performance standards that take into account a dynamic component since they anticipate

that the product or service will vary over time. Crucially, they will also have expectations

regarding interpersonal relationships and service quality, all of which are directly related to

how customers interact with businesses and organizations (Keth, 2019).

Customer expectations are an important part of the broader customer satisfaction

framework, which is why this variable has been studied since around the 1980s, usually in the

context of customer satisfaction (Miller, 1977; Sachdev and Verma, 2002). Research on

customer expectations has focused either only on specific business areas, such as delivery (Lang

and Bressolles, 2013), or on expectations about flexibility of deliveries (Gligor, 2018). The likely

reason for this is that customer expectations have generally been studied as part of customer

satisfaction models.
 18

CHAPTER 3

RESEARCH METHODOLOGY

The research design, research environment, research respondents, research instrument,

research procedure, and statistical treatment of data are all presented in this chapter. A

thorough discussion of the research process will be conducted to determine the study's

objectives.

Research Design

This study will make use of a descriptive research method to acquire the relevant data

that will be gathered from the respondents. Descriptive research will aid in systematically

acquiring information describing a phenomenon or population. This research design will help

the researchers to straightforwardly acquire the data that will be of use to this study. This study

will utilize a quantitative approach to identify the impacts of Ginsey sales clerks’ behavior to the

satisfaction of its customers.

Research Environment

With the purpose of identifying the impacts of employee behavior on customer

satisfaction, the surveying of the selected respondents will be conducted at Ginsey Home

Enterprise Poblacion, Agrao, Cebu. Argao is subdivided into 45 barangays, and one is Barangay

Poblacion. Ginsey Home Enterprise is located at Poblacion, Argao, Cebu, Dr. T.S. Kintanar

Street. Ginsey Home Enterprise is similar to a department store, but it is a smaller version of it.

It has products such as home appliances, hardware materials, school supplies, shoes, clothing,

and grocery items.

 19

Ginsey Home Enterprise

FIGURE 2. LOCATION MAP OF THE RESEARCH ENVIRONMENT

 20

Research Respondents

The respondents who will partake in this study will be the customers of Ginsey Home

Enterprise, regardless of their gender and ethnicity. The customers of the Ginsey Home

Enterprise will be the selected respondents for their satisfaction will be measured. The

researchers will select 30 respondents from the customers of Ginsey Home Enterprise. This

study will use convenience sampling to select the 30 respondents that will be partaking in this

study. Non-Probability sampling is a non-random type of sampling.

Research Instrument

This study will use adopted survey questionnaires from Ville Kangasniemi (2013) as a

tool for gathering data. Adopted survey questionnaires uses a set of questions to collect data

from a group of people. Adopted survey questionnaires will be used in this study for it provides

researchers with primary data about a certain topic.

The researchers will distribute the adopted questionnaires to 30 randomly selected

respondents. The questionnaire covers relevant topics which will answer the gap of this study.

Research Procedure

The first step is to obtain permission from the school before beginning data gathering.

Once the study has been agreed to by the school, the researchers will begin to construct

transmittal letters to be distributed to the 30 chosen respondents in order to obtain consent to

participate in the study. The survey will now begin after the 30 chosen respondents have

granted the permission to be included in the study. After gathering the appropriate data, the

researchers will analyze, interpret, and evaluate all the data acquired.
 21

Statistical Treatment of Data

In this study, the researchers will employ Chi-Square Test and Likert Scale to interpret,

analyze, and produce conclusions from the collected data.

1. Chi-Square Test. When sample sizes are large, a chi-squared test is a statistical

hypothesis test that is employed in the study of contingency tables. To put it another

way, the main purpose of this test is to determine whether or not two category factors

have independent effects on the test statistic. The formula for the Chi-Square Test is as

follows:

Where:

χ2 = chi squared

Oi = observed value

Ei = expected value

2. Likert Scale. The survey’s scaling technique will be examined in accordance with the

weighted mean: the scale’s provision of varying degrees of satisfaction.

 22

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 23

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 29

APPENDICES
 30

APPENDIX A
Letter of Transmittal

February 13, 2024

MRS. ELMA M. LARUMBE
Principal IV
Argao National High School
District of Argao I
As a requirement and necessity in the III subject, the researchers will humbly ask for
your approval and permission to conduct a research entitled, “An Analysis on the Level of
Customer Satisfaction in Ginsey Enterprise: A Descriptive Study”.
The researchers humbly ask for your help and cooperation in this study. The purpose of
this study is to help businesses improve their customer service and ultimately enhance
customer loyalty and retention. Please grant us permission to do this study.
Your consideration is highly appreciated.
God Bless!
Very yours truly,

JONIKA KARLYN C. NUENA

Research Group Leader

Noted by:

REY COLIN F. ANTICAMARA

Practical Research 2 Teacher

FAITH PANGANDOYON
III Subject Teacher

Approved by:

ELMA M. LARUMBE
Principal IV
 31

APPENDIX B

Parental Consent

I/We ______________________________________ hereby willingly and voluntarily give

my consent for my child ______________________________, to participate in the research

study entitled “An Analysis on the Level of Customer Satisfaction in Ginsey Enterprise: A

Descriptive Study”.

I/We have considered the benefits that my son/daughter will derive from his/her

participation in this study provided that health and safety protocols will be observed and that

the Department of Education employee and personnel may not be held responsible for any

untoward incident that may happen beyond their control.

Respectfully yours,

___________________________
Signature over Printed Name of Parent/ Guardian

Noted by:

FAITH PANGANDOYON
III Subject Teacher

Approved by:

ELMA M. LARUMBE
Principal IV
 32

APPENDIX C

Research Questions

This questionnaire is adopted from Ville Kangasniemi (2013).

Part I. Fill in the needed information on the space provided below.

Profile of the Respondents:

Age: _____________________

Gender: __________________

Occupation: _______________

Part II. Answer the questions by putting a check mark on your preferred rating, 1 is the lowest

rating and 5 is the highest.

In term of service:

1 2 3 4 5

1. How skilled the service is in Ginsey?

2. Is it easy to approach the staff and is the service reachable?

3. Service in Ginsey?

4. How reliable the service is in Ginsey? (The accuracy and

faultlessness of the service)
5. Service normalization (How well the service and
communication has worked in problematic situations such
delayed product delivery?)
6. Service environment in Ginsey (The common tidiness and
orderliness of the store)
7. What is the overall level of the business service in Ginsey?
 33

In terms of attitude:

1 2 3 4 5

1. How well the level of customer service has met your

expectations?
2. How well the business service in Ginsey has met your
expectations?
3. What is the employee’s level of product knowledge?

4. Attitude and behavior in Ginsey

 34

CURRICULUM
VITAE
 35

CURRICULUM VITAE
A. Personal Data

Name : Michaela C. Abadia

Age : 17
Gender : Female
Address : Taloot, Argao, Cebu
Date of Birth : May 14, 2006
Place of Birth : Alambijud, Argao, Cebu
Civil Status : Single
Parents : Flordelito Abadia
Emmie Camposo
Cellphone Number : 09667800357
Email : kylaabadia@[Link]

B. Educational Attainment
Elementary : Taloot Intergrated School
Taloot, Argao, Cebu
2012-2015
Mabolo Elementary School
Mabolo, Cebu City
2015-2018
Secondary : Taloot Intergrated School
Taloot, Argao, Cebu
2018-2022
Argao National High School
Canbanua, Argao, Cebu
2022-present
 36

A. Personal Data

Name : Lady Jerina C. Abear

Age : 17
Gender : Female
Address : Looc, Argao, Cebu
Date of Birth : May 28, 2006
Place of Birth : VRP Mandaluyong Medical Hospital
Civil Status : Single
Parents : Lynette Cagigas
Cellphone Number : 09759551095
Email : ladyjerina15@[Link]

B. Educational Attainment
Elementary : Argao Central Elementary School
Poblacion, Argao, Cebu
2013-2018
Secondary : Argao National High School
Canbanua, Argao, Cebu
2018-present
 37

A. Personal Data

Name : Dhaiza Rhose U. Albores

Age : 17
Gender : Female
Address : Candabong, Argao, Cebu
Date of Birth : May 25, 2006
Place of Birth : ComVal Hospital, Compostela, Davao De Oro
Civil Status : Single
Parents : Dale Martin A. Albores
Anadel U. Albores
Cellphone Number : 09158471286
Email : dhaizarhose@[Link]

B. Educational Attainment
Elementary : Bango Elementary School
Campostela, Davao De Oro
2021-2018
Secondary : Argao National High School
Canbanua, Argao Cebu
2018-2019
Bango High School
Campostela, Davao De Oro
2019-2022
Argao National High School
Canbanua, Argao Cebu
2022-present
 38

A. Personal Data

Name : Liza Katrisse A. Cabizon

Age : 17
Gender : Female
Address : Lamacan, Argao, Cebu
Date of Birth : July 13, 2006
Place of Birth : Vicente Sotto Memorial Medical Center
Civil Status : Single
Parents : Nelissa A. Cabizon
Cellphone Number : 09277685824
Email : ziakatrisse@[Link]

B. Educational Attainment
Elementary : Canbanua Elementary School
Canbanua, Argao, Cebu
2012-2018
Secondary : Christian Learning Center of Argao Cebu Incorporated
Alcazaren Street, Argao Cebu
2018-2022
Argao National High School
Canbanua, Argao Cebu
2022-present
 39

A. Personal Data

Name : Jason G. Comaling

Age : 18
Gender : Male
Address : Langtad, Argao, Cebu
Date of Birth : February 8, 2006
Place of Birth : Center of Moalboal
Civil Status : Single
Parents : Marjun G. Comaling
Cellphone Number : 09455545002
Email : comalingjay@[Link]

B. Educational Attainment
Elementary : Moalboal Central School
Poblacion West, Moalboal, Cebu
2016-2020
Secondary : Moalboal National High School
Basdiot, Moalboal, Cebu
2020-2022
Argao National High School
Canbanua, Argao Cebu
2022-present
 40

A. Personal Data

Name : Jonika Karlyn C. Nuena

Age : 17
Gender : Female
Address : Poblacion, Argao, Cebu
Date of Birth : April 22, 2006
Place of Birth : Cebu City
Civil Status : Single
Parents : Rolyn Nuena
Karen C. Nuena
Cellphone Number : 09981984108
Email : jonikakarlynn@[Link]

B. Educational Attainment
Elementary : Mother Mary’s Children School
Carcar City, Cebu
2012-2013
Argao Central Elementary School
Poblacion Looc, Argao Cebu
2013-2015
Academia De San Lorenzo Ruiz
Poblacion, Argao Cebu
2015-2018
Secondary : Argao National High School
Canbanua, Argao Cebu
2018-present
 41

A. Personal Data

Name : Angel Mae C. Rubia

Age : 17
Gender : Female
Address : Jongao, Argao, Cebu
Date of Birth : March 12, 2006
Place of Birth : Argao Hospital
Civil Status : Single
Parents : Dexter Rubia
Amy Rubia
Cellphone Number : 09773102379
Email : angelmaerubia@[Link]

B. Educational Attainment
Elementary : Jongao Elementary school
Jongao, Argao, Cebu
2012-2018
Secondary : Argao National High School
Canbanua, Argao Cebu
2018-present