Students’ Assessment of Customer Satisfaction on the Service

Performance of LRT Line 2

April 2017
Table of Content

Title Page

Table of Contents

Acknowledgement

Abstract

Chapter 1: Research Rationale

1.1: Introduction to Study

1.2: Background of the Study

1.3: Rationale for the Conduct of the Research

1.4: Professional Significance of the Study

1.5: Scope and Limitations of the Study

Chapter 2: Research Questions

2.1: Review of Related Literature

2.2: Statement of the Problem

 2.3: Objectives of the Study

2.4: Theoretical Framework

2.5: Conceptual Framework

2.6: Hypothesis

2.7: Definition of Terms

Chapter 3: Research Methodology

3.1: Research Design

3.2: Context of the Study

3.3: The Sample and Sampling Procedures

3.4: The Variables

3.5: Research Instruments and Data Gathering Procedure

3.6: Data Collection

3.7: Data Analysis and Data Treatment

 A. Weighted Mean

B. Frequency and Percentage Distribution

C. Pearson Correlation

D. Slovin’s Formula

3.8: Ethical Consideration

Chapter 4: Presentation and Analysis of Findings

4.1: Presentation of Data Analysis

a. Presentation of Slovin’s Formula

b. Presentation of Weighted Mean

c. Presentation of Frequency and Percentage Distribution

Chapter 5: Summary and Discussion

Appendix

.
 CHAPTER 1

RESEARCH RATIONALE

1.1 Introduction to Study

There is a rapid increase in the urban population in the Philippines

today. The day to day activities are becoming complicated including the

transportation means in the country that’s why there is also the increase in

the ownership of automobiles due to some people who want to an ease of

mode of transportation. With the increase in population and automobiles in

the country, problems arouse. According to Ganiron (2016) on its study on

Technological Evolution of Manila Light Rail Transit System, the traffic jams

in Manila are become more staggering. Only a few traffic lights often

disregarded separate the combatants. Every one force his way across the

junctions, thus blocking everyone else and so the government decided to

find a solution.

One of the solution of the government is by creating a more effective

and efficient mode of transportation through the Light Rail Transit. With the

construction of the first line of the Manila Light Rail Transit System or Blue

line in the early 1980s and the completion of LRT 1 or yellow line in 1984,
LRT 2 was also opened in 2003. LRT 2 or the Megatren, is a rapid

transit line in Metro Manila that runs in an east-west direction.

LRT 2 was also known as the “Purple Line” that runs from Manila in

the west via Quezon City to Pasig in the east. The line serves 11 stations in

13.8 km of line that starts with Recto station and ends in Santolan station. It

links the cities of Manila, San Juan, Quezon City, Marikina and Pasig.

Passengers can transfer to the Yellow Line at Recto station, while

passengers can transfer to the Blue Line at Araneta Center-Cubao station.

The lines are elevated except for Katipunan station, which is underground.

Construction of this line started in 1998 and it runs along Recto Ave.,

Magsaysay Blvd., and Aurora Blvd. The full length from to Recto Ave. is

13.8 km with 11 stations. LRT 2 line was completed in late 2001.

This study discusses the effects of operation of Light Rail Transit 2

on passengers’ satisfaction in cities. Additionally, we aim to identify a

number of factors which contribute to the satisfaction of the passengers in

Light Rail, by analyzing the Manila Light Rail Transit System Line 2 (LRT2)

and the customer satisfaction factors identified on surveys previously

adopted from @@@@ . Next, the researchers recommend measures and

solutions to improve customer satisfaction subject to a set of requirements.

 In this paper, the researchers seek to deliver an in depth

understanding about Light Rail Transit’s operation through the services they

provide. In connection to this, researchers will check how these services

meet the passenger’s Satisfaction . Since there is an increase in population

and an increase in the number of passengers it has to be more competitive

and strategic. It has to consider stakeholders’ retention as a powerful

strategy to the competitiveness survival and maintenance in the means of

transportation.

1.2 Background of the Study

Light Rail transit 2 is now experiencing some problems that need to

be solved. According to De Goma, Ello and Paed on their study on

Comparative Assessment on the “Customer Satisfaction Between LRT Line

2 and MRT”, a concern passenger stated that “LRT2 has this big capacity

with less people to fill.” “LRT2 would probably increase its passenger

volume, in 2 to 4 years?” Depending on the economy on the business being

built along Sta. Mesa, Sampaloc and Recto.” The Station signage also

caught the attention of the passenger because of its size and visibility. He

has also problems with the public address system that seems to be

crackling. According to him “Seeing this concern tells us that there is a need

for this study”

 Throughout the study, researchers will discuss the different variables

and topics relevant to the study. At the end of the study, researchers aim to

help quality assurance to be achieved by LRT 2 and help them provide a

better relationship with Students as passengers of the line. Researchers

want to build up a globally high-classed San Beda by conducting a research

that can be used to improve the quality of services provided by the mode of

transportation used by most of its students. Because the researchers

believe that service quality must be continuously improved in order to keep

up with the demands and interests of their stakeholders and make them

remain loyal.

In this paper, the researchers will address the issue of service quality

in Light Rail Transit 2. Researchers will measure the operations of the line

with students' point of view. Researchers will also assess the satisfaction of

students to LRT 2 throughout the study. The researchers aim to understand

the demands of parents in order to know if manila Light rail Transit line 2

needs to improve the quality of services they provide.

1.3 Rationale for the Conduct of the Research

The researcher’s rationale in this study is trying to measure the

satisfaction of the passengers LRT 2 through the line’s operation. The

 researchers intend to identify and analyze the factors which can satisfaction

of students as customers. More specifically, the study aims to find and

analyze the factors that can satisfaction of the students of San Beda

College, Manila as passengers of LRT 2 towards the line’s operation and

service. The study covered only 2 factors: LRT processes with 6 variables

under it (Facilities, Stations/ Trains, Schedule/ Timeliness, Fare/ Tickets,

Safety and Security, and Convenience) and Customer Satisfaction. The

study aimed to understand students’ perception on the service quality in

general and to determine if it has relationship with their satisfaction.

1.4 Professional Significance of the Study

The findings of this study will be significant to society to gain further

analysis on the factors that can influence satisfaction of passengers in riding

public transport, mainly the Light Rail Transit line 2, based on its operation

and the services it provides. This study will also be beneficial to:

 Students

- Provide contributions to students by gaining better insights into

student’s mind. As well as possibility to evaluate the service of LRT 2

and provide suggestions for service development opportunities that will

lead to customer’s satisfaction.

  Future Researcher/s

- It will also serve as a future reference to future researcher/s with

topics related to Service Quality and Customer Satisfaction.

- The research study has meaningful and significant aim of vision.

Thus, the research work contributes to existing practice on this

research or study of same nature. In the future, it can be an example

of study that the students can rely in doing some research related to

this topic.

 Company/ LRT 2

- This research will also benefit the company or line to have the

assessment of their customers regarding the service/s they provide. It

will likewise help them improve their management, service, and the

operation itself. In addition, these researchers hope that through this

study, LRT line 2 or gain more satisfied customers that will lead to

greater profitability and for the customer to be at ease and have an

enjoyable ride

1.5 Scope and Limitations of the Study

The overall scope of the study is to identify and analyze the factors

which can influence students as passengers. More specifically, it aims to

find and analyze the factors that can influence satisfaction of students of

San Beda College on the operations of LRT 2.

The study covered only the Students in San Beda College Manila

who rides LRT 2. The students included are only the ones who were around

when the questionnaires were distributed in the chosen area inside San

Beda. The researchers have found difficulties in getting the distributed

questionnaires back due to the tight schedule of the students and

respondents since the questionnaires were distributed to Bedan students

during their final examinations week. However, the researchers made sure

that the chosen respondents accomplished freely all the questionnaires

given and they are of knowledge with regard to the said topic.
 CHAPTER 2

RESEARCH QUESTIONS

In this Chapter the researchers intend to review past researches

related to the said topic and its contribution in forming this paper. Relevant

concepts and theories for our study are given. Further, other determinants

and facts will also be discussed.

2.1 Review of Related Literature

There have been many literatures, articles, readings and cases that

are related to identifying customer satisfaction. The researchers present

some of these for the purpose of helping and bringing a relationship to the

study is able to come up with a good proposal.

Service Performance of Public Transport and Customer Satisfaction

Transport systems are faced with the challenge of improving the

performance of public transport in line with expectations or interests of

public transport users. Therefore the problems and challenges of public

transport are very important to note. Public transport must be able to deliver

maximum performance, so as to give satisfaction to the users of public

transport.
 Service Performance of Public Transportations can be examined

from the suppliers’ and customers’ viewpoints. Public Transportations’

Service Performance can be reflected through passengers’ perceived

performance measures. These measures describes that the perception is

different from both the economic performance measures and the vehicle-

based performance measures used in various manuals, such as the Transit

Capacity and Quality of Service Manual (Hunte-Zaworski 2004). On the

other hand, it also depends on the operating decisions made by the

managers of a transit system subjected on their budget constraints, the

level of service to be provided, the characteristics of the areas to be served,

and others.

Performance of public transport is an operational assessment of

service quality in providing satisfaction to the users of public transport.

According Scheuning (2004), quality of service is fulfilling the expectations

or requirements that compares the results with the expectations, the need to

compare whether to accept a level of quality service. Cronin and Taylor

(1992) states that there is a positive relationship between service

performance and satisfaction. They said that satisfaction levels are

subjective to the quality of service the users receive and when these two

factors are met, it will give them satisfaction. Olsen (2007) said that Public
transport user satisfaction was related to the perceived quality of service,

public transport users feel the quality of service, because each person tends

to have a different assessment of the quality of public transport, and will

continue to use public transport services if the feeling of satisfaction. User

satisfaction indicators that affect the reliability of the public transport system

are travel time, speed, security, delays, travel expenses (Meyer 2002).

Meanwhile Andreassen and Lindestad (1998) state that in consumer

dissatisfaction public transportation system, the three main things to note

are: cost, accessibility and station stops. Trynopoulos and Antoniou (2008)

said that the waiting time and comfort, as well as ease to use public

transportation is the most significant factor that directly affects the transport

user satisfaction general.

Public transport user satisfaction research on the performance of

public transport has been carried out by a variety of indicators or variables

that affect satisfaction as indicators of comfort, safety and travel time.

(Stone et al., 2001). Indicator of travel time, frequency, and reliability of

public transport fare (Hensher and King, 2003; Tyrinopoulos and

Aifadopoulou, 2008). The indicators of comfort and cleanliness of the

vehicle (Eboli and Mazzulla, 2007; Swanson et al., 1997). Network

 coverage/distance to stop the vehicle (Tyrinopoulos and Antoniou, 2008).

Safety indicators (Smith and Clarke, 2000; Fellesson and Friman, 2008).

Light Rail Transit’s Service Performance Determinants/Factors:

Light rail systems have bloomed in both developed and developing

countries in the last decades (http://unhabitat.org). Light Rail Transit Service

Guide Line provided some customer satisfaction factors as follow1

An important factor is Price: the price is based on the value

customers perceive to get from the product and what they are willing to pay

for it. So, an appropriate ticket price, in connection with the service offered,

can encourage the use of light rail. Not only this, but also ticketing service

that gives possibility of accessing all the necessary information concerning

the passenger’s journey; ticketing information, Communications equipment;

information on the position and status of trains have an effect on

passenger’s satisfaction. Above all, safety and security that involves direct

digital communication across the whole rail network with a host of additional

safety features; security at the station and during the trip; small ordinary

maintenance; activities of control and assistant passengers; occasional

interventions; specific interventions are not negligible factors.

1
http://nacto.org/docs/usdg/lrtserviceguidelines_vta.pdf
 In addition, journey time which is required for the vehicle to move

from the origin to destination significantly affects passenger’s satisfaction.

Transport Connections also has its own influence: A passenger chooses the

mode of transportation that can offer more connections between roadrail,

rail-waterway and rail-air. We can improve the connections and accessibility

through different actions: the construction of new infrastructure that makes

possible new connections; planning of transport services. More importantly,

LRT system needs to have costumer-focus staff: Customers value

collaboration between staff and support service.

Cleanliness of trains and stations is another determinant factor: The

cleanliness of stations and trains are aspects that are considered necessary

and mandatory for passengers. It is usual to have a periodic cleaning of the

areas open to the public. LRT stations are the primary interface between the

riders and the system. Stations need to be attractive, well designed, and

above all, well located and placed to provide convenient and easy access.

Stations shall consist of typical amenities as currently provided – shelters in

both directions, benches, static and real-time passenger information panels,

passenger signage, ticket machines, and other typical amenities. Besides,

stations must be physically integrated with major transit facilities nearby

(such as heavy rail and commuter rail stations) to the extent possible to
 facilitate transfers. Moreover, Stations need to possess appropriate facilities

for at-station transfers to local bus as well as other modes, where

appropriate. This may include: appropriate signage and transfer information;

pedestrian crossings, transfer corridors, and walking paths; passenger

queuing areas; loading/unloading curb space for buses; and layover bays.

Stations shall be well integrated into the community with supporting land

uses and densities, and pedestrian-oriented and transit-friendly

developments around stations.

2In the Philippines, The Megatren system was built at a cost of P31

billion in soft loans mainly from the Japan Bank for International

Cooperation (JBIC). Compared with the previous light rail projects, LRT 2

was more difficult to build because of highly technical problems. A special

method called the pre-casting segmental method (PSM), the method is of

European technology and is widely used worldwide. In the Philippines, the

Megatren Line 2 project pioneered the use of the PSM technology. The

Megatren is the latest of its kind in the world today. It is a fully automatic

(i.e., driverless) system which is at par in terms of facilities and technology

with those in other parts of the world.

- Facilities

2
http://www.lrta.gov.ph/line2_megatren.htm
 It is equipped with a CCTV system that enables the railway operator

to monitor activities of passengers and employees at the stations and inside

the trains. LRT 2 is commuter friendly and has facilities especially designed

for the elderly and the differently-abled. It has Braille tactile along the lanes

and elevators which enable blind passengers to be guided on their way to

the trains.

- Stations/Trains

All LRT-2 stations are composed of two levels: a lower concourse

level and an upper platform level (reversed in the case of Katipunan). Fare

gates separate the concourse level from the stairs and escalators that

provide access to the platform level. All stations have side platforms, which

has one side and one island platform, and Santolan, which has an island

platform.

LRT-2 stations have two restrooms for both genders. The newer LRT

Line 2, is designed to be barrier-free and allows seamless transfer between

platforms. LRT-2 stations have wheelchair ramps, braille markings, and

path-finding embossed flooring leading to and from the boarding platforms

in addition to escalators and elevators

 Each train is 92.6 meters long and consists of four motorized cars.

One train can seat 232 passengers. It can accommodate 1,396 more

standing passengers along its spacious coaches.

- Schedule/Timeliness

LRT 2 is dual track line with one underground, ten elevated stations

and a depot. By the year 2010 it is estimated that in peak periods trains

running every two minutes will carry almost 40,000 per hour per direction.

The final designed capacity is 60,000 passengers per hour per direction in

2025. The majority of the guide way structure is 8 meters above the

roadway to avoid a dark tunnel effect, with the sides of the viaduct beams

sloped to give a lighter appearance and to allow more light to penetrate into

the street below.

- Fare/Tickets

The Manila Light Rail Transit System is one of the least expensive

rapid transit systems in Southeast Asia, costing significantly less to ride

than other systems in the region. Fares are distance-based, ranging from 15

to 30 Philippine pesos (₱), depending on the number of stations traveled to

reach the destination. Unlike other transportation systems, in which transfer

to another line occurs within a station's paid area, passengers have to exit

and then pay a new fare for the line they are entering.
 The Line 1 uses two different fare structures: one for single journey

cards and another for stored value (Beep) cards. Passengers are charged

₱11 upon entering the paid area. Passengers using single journey cards are

charged ₱15 for travelling 0 to 4.00 kilometers; ₱20 for 4.01 to 9.00

kilometers; or ₱30 for distances more than 9.00 kilometers. Stored value

(Beep) cards are also charged depending on the distance traveled in

kilometers, but on a more finely graduated basis. Beep card users are

charged ₱1 for every kilometer traveled, plus the ₱11 boarding charge. The

Line 2 uses the same fare matrix with the Line 1, but passengers are

charged ₱25 for travelling a distance more than 9.00 kilometers.

Passengers can enter the system paid areas with either a single

journey or stored value Beep Card. The Beep Card can be used on all LRT

and MRT lines. Tickets can be sold from ticket booths manned by station

agents or on ticket machine/s.

- Safety and Security

The system has always presented itself as a safe system to travel

on. Safety notices in both English and Tagalog are a common sight at the

stations and inside the trains. Security guards with megaphones can be

seen at boarding areas asking crowds to move back from the warning tiles

at the edge of platforms to avoid falling onto the tracks. In the event of
emergencies or unexpected events aboard the train, alerts are used to

inform passengers about the current state of the operations. The LRTA

uses three alerts: Codes Blue, Yellow, and Red.

 Code Blue - Increased interval time between train arrivals

 Code Yellow - Slight delay in the departure and arrival of trains from

stations

 Code Red - Temporary suspension of all train services due to technical

problems

Smoking, previously banned only at station platforms and inside

trains, has been banned at station concourse areas since June 24,

2008. Hazardous chemicals, such as paint and gasoline, as well as sharp

pointed objects that could be used as weapons, are forbidden. Those under

the influence of alcohol may be denied entry into the stations.

To better prepare for and improve response to any adverse incidents,

drills simulating terror attacks and earthquakes have been conducted. It is

standard practice for bags to be inspected upon entry into stations by

guards equipped with hand-held metal detectors. Those who refuse to

submit to such inspection may be denied entry.

- Convenience
 Convenience is a very important factor when choosing the mode of

transport used. The higher the overall convenience provided by a system

based on other factors related to it, the more it sells, which can be applied

to light rail systems.

Synthesis

Approaches to increase the general user satisfaction requires a clear

understanding of the behavior of public transport users. Knowledge of user

behavior will provide ideal results to improve satisfaction with public

transport services beyond expectations. The level of interest and needs of

each person are different due to the various activities undertaken

population, therefore the transportation system planning process, different

interests and needs must be known, because the needs of public transport

users are dynamic and change over time.

2.2 Statement of the Problem

The research study determined the student’s satisfaction in accordance with

the service performance of LRT Line 2.

In particular, the study seeks to answer the following questions:

1. What is the demographic profile of the respondents in terms of:

 A. Age

B. Gender

C. Number of Rides per Day

2. Is there a significant relationship on the perceived level of Customer

Satisfaction when the respondents’ are grouped according to their

demographic profile?

3. What is the student’s perceived level of service performance in terms of:

• Facilities

• Stations/Trains

• Schedule/Timeliness

• Fare/Tickets

• Safety and Security

• Convenience

2.3 Objectives of the Study

The objectives of the study are as follows:

General Objective: The main objective is to assess the students’ perception

on the service performance of LRT Line 2 and their satisfaction with the

railed-transportation provider.

Specific Objectives: In specific terms the study intends:

 1. To determine the level of service performance of Lrt Line 2.

2. To determine the level of student satisfaction.

3. To determine what is the relationship between student satisfaction and

Lrt Line 2 service performance.

2.4 Theoretical Framework

 The approach towards analyzing customer satisfaction was first

published in an article by KANO, N. SERAKU, N., TAKAHASHI, F. & TSUJI,

S. (1984) Attractive quality and must-be quality, Hinishitsu (Quality, the

Journal of Japanese Society for Quality Control), 14, pp. 39-48.

 Kano’s theory: For some customer requirements, customer

satisfaction is proportional to the extent to which the product or service is

fully functional.

The Kano model addresses the three types of requirements.

Satisfying basic needs: Allows a company to get into the market. Satisfying

performance needs: Allows a company to remain in the market. Satisfying

excitement needs: Allows a company to excel, to be world class.

The Kano model is useful in gaining a thorough understanding of a

customer’s needs. It shows that customer needs change

The horizontal axis of this figure indicates how fully functional a

product/service is. The vertical axis indicates how satisfied the customer is.

The line going through the origin at 45 degrees, represents the situation in

which customer satisfaction is directly proportional to how fully functional

the product/service is. In other words, it represents the situation in which the

customer is more satisfied with a more fully functional product/service and

less satisfied with a less functional product/service.

Kano terms such requirements as “one-dimensional” requirements. A

10 percent improvement in functionality results in a 10 percent improvement

in customer satisfaction. For example, the faster the response time on a

 system, or the more miles per gallon for a vehicle, the more the customer

likes it.

The Kano Analysis helps to identify unspoken needs before

prioritization. It is intended to help prioritize customer needs. It should be

linked to a company’s multi-generational project plan. The company must

realize those customers’ expectations and/or needs vary over time.

2.5 Conceptual Framework

INPUT

• FACILITIES

• STATIONS / TRAINS

• SCHEDULE /
TIMELINESS PROCESS

• FARE/TICKETS • LRT Line 2

ASSESSMENT
• SAFETY AND
SECURITY

• CONVENIENCE

OUTPUT

• SATISFIED
CUSTOMER
In this illustration, Seven Variables are shown: 1.) Facilities 2.) Stations/ Trains

3.) Schedule/Timeliness 4.) Fare/Tickets 5.) Safety and Security 6.)

Convenience as Independent Variables and, Customer Satisfaction as the

Dependent Variable. The illustration shows the important relationship between

the variables that the researcher is aiming to study; How the Operations of Light

Rail Transit line 2 affects the Satisfaction of students of San Beda College.

2.6 Hypothesis

The null Hypothesis that will be tested at 0.05 level of significance.

H1: There is no significant relationship between service performance factors

in terms of Facilities, Stations/Trains, Schedule/Timeliness, Fare/Tickets,

Safety and Security, and Convenience to students’ satisfaction.

2.7 Definition of Terms

Facilities - a place, amenity, or piece of equipment provided for a particular

purpose.

Timeliness - the fact or quality of being done or occurring at a favorable or

useful time.

Schedule - basic time-management tool, consists of a list of times at which

possible tasks, events, or actions are intended to take place, or of a sequence

of events in the chronological order in which such things are intended to take

place.

Station - a regular stopping place on a public transportation route, especially

one on a railroad line with a platform and often one or more buildings.

Train - a series of railroad cars moved as a unit by a locomotive or by integral

motors.

Light Rail - a railroad constructed for light traffic.

Convenience - the state of being able to proceed with something with little effort

or difficulty

Fare - the money a passenger on public transportation has to pay.

Tickets - a piece of paper or small card that gives the holder a certain right,

especially to enter a place, travel by public transport, or participate in an event.

Safety - the state of being "safe" (from French sauf), the condition of being

protected from harm or other non-desirable outcomes.

Customer Satisfaction - measures how products or services supplied by a

company meet or surpass a customer's expectation.

 CHAPTER 3

RESEARCH METHODOLOGY

This chapter depicts the research design and methodology that was

used in the study. The path of the research are explained step by step in

order to provide reliability to the readers and ensure the validity of this

report. It involves target audience, data collection instruments, data

collection procedures, data analysis procedures, and design for the

collection, measurement and analysis of data. Also, how the study is

executed and how questionnaires were prepared, circulated and

subsequently analysis of data are included.

3.1 Research Design

The type of research that will be used in this study are both

quantitative and qualitative to enhance results. The aim is to explore how

satisfied San Beda CAS Students are on the service performance provided

by the LRT Line 2 every day. The purpose of quantitative research is either

to explain, describe, explore, compare or predict issues and features

concerning people or phenomena of nature. On the other hand qualitative

research tries to understand the world and its phenomena as socially

constructed. Qualitative research aims to achieve the subjectivity of the

 experiences and perceptions of informants. The use of both approaches can

bring breadth and deeper understanding to the research.

In this thesis, quantitative approach was more dominant. Data are

mainly collected and analyzed by quantitative approach. Besides this, we

will also examine the phenomenon in numerical representations and through

statistical analysis. The researchers will gather data from different chosen

respondents using a 5-Point Likert scale designed questionnaire. The

questions used in the survey questionnaire will be based on the problem of

the study and the variables used. The systematic random sampling

technique will be used to the selected students from CAS limited to this

study. After gathering data, the mode will be computed to have a more

accurate result. This design was chosen to meet the objectives of the study.

3.2 Context of the Study

The research was done inside the campus of San Beda College Manila.

The respondents of this research are the students under CAS. The

estimated population of under the CAS is 4000 students. The researchers

used a modified SERVPERF questionnaire that is more appropriate for their

study.

3.3 The Sample and Sampling Procedures

 The research sampling method that will be used in this study is

random sampling to obtain a more scientific result that could be used to

represent the entirety of the population. The researchers believe that any

sample would be chosen and because of that, results will be accurate in

probability sampling. Since elements are chosen wisely, any ways to

estimate the probability of each element being included in the sample is

done.

The sample size was determined using the Slovin’s Formula. The

student population consists of those who were enrolled at San Beda

College-Manila. The researchers restricted the population to those student

enrolled in the span of conducting this research. A total of 351 sample was

needed for the survey from the estimated population. A total of 288

respondents answered and returned the questionnaires. With these number

of respondents, the researchers are expecting an accurate results.

3.4 The Variables

The survey questions that are used are based from the service

performance factors in terms of Facilities, Stations/Trains,

Schedule/Timeliness, Fare/Tickets, Safety and Security, and Convenience

to students’ satisfaction.

3.5 Research Instruments and Data Gathering Procedure

 There are different approaches popular for the study the researchers

need. There are generalized measures independent of any particular

service context like SERVQUAL (Parasuraman et al., 1988, 1994) and

SERVPERF (Cronin and Taylor, 1992), however, many researchers argue

that additional dimensions that emanate from industry-specific contexts

should be included (Athiyaman, 1997; Abdullah, 2005).

For this study, firstly 5-point Likert Scale questionnaires were

modified and designed to be more appropriate for the problems and

objectives needed in the study. All indicators are measured on a 5- Point

Likert-scale where “5” indicates the Strongly Satisfied, “4” indicates the

Satisfied, “3” indicates the Neutral, “2” indicates the Dissatisfied, and lastly

“1” indicates the Strongly Dissatisfied.

The questions in the survey were designed based on the conceptual

framework. Each question has been analyzed from different aspects and

also due to sensitivity of the topic. Researchers designed few questions to

distinguish the reliable responses. Then it was presented to the researcher’s

professor and consultant for approval. Later, when approved, the

questionnaires were printed and distributed to San Beda Students. The

survey was explained to the respondents in a written form and verbally.

3.6 Data Collection

Sample size is an important criterion in statistical studies because it

determines the accuracy of the data collection statistics. In general, there

are two ways of collecting data, primary and secondary. In this research,

both of these data collection techniques were used to obtain the best

possible answer for the research question. We gathered most of the data,

which was needed for this research, based on primary data collection. The

primary data were collected by the questionnaires. The secondary data has

mostly been taken from online sources like different articles, theses and

journals, as well as course books and other study materials uploaded online.

3.7 Data Analysis and Data Treatment

After gathering data the researchers tallied all the answers from the

survey questionnaires. After tallying the researchers will compute for the
weighted mean and the weighted mean will be the basis of data analysis.

A. Weighted Mean and Variability

Weighted Mean (average value) along with a measure

of Variability (standard deviation(s) or standard error of the mean is used to

estimate the importance weight, and measure who weighs most in each

data point. It helps the researchers to determine what things are more

important than the others.

B. Frequency and Percentage Distribution

This is used for the data that should be summarized in the text to

determine the appropriate measures such as percent, proportions, or ratios

on profile (e.g. age, gender, etc.)

C. Pearson Correlation

Correlation between sets of data is a measure of how well they are

related. The most common measure of correlation in stats is the Pearson

Correlation. The full name is the Pearson Product Moment Correlation or

PPMC. It shows the linear relationship between two sets of data. In simple

terms, it answers the question, Can I draw a line graph to represent the
 data? Two letters are used to represent the Pearson correlation: Greek

letter rho (ρ) for a population and the letter “r” for a sample.

D. Slovin’s Formula

The Slovin’s Formula will be used to determine the sample size (n) in

the estimated total population (N) needed in the research.

3.8 Ethical Consideration

CHAPTER 4

PRESENTATION AND ANALYSIS OF FINDINGS

4.1 Presentation of Data Analysis

a. Presentation of Slovin’s Formula

Slovin’s Formula

n= N/(1+NE^2)

Where:

n= number of samples
 N= number of Population

E= error of tolerance

n=? N= 2500 E= .05

n=2500/ (1+2500 (0.05) ^2)

n =2500/ (1+2500 (0.0025))

n =2500/ (1+ 6.25)

n =2500/ (7.25)

n =344.827586207 or 345

The result of the computation using Slovin’s Formula will be used as the

basis for a total sample of coffee shop participants needed on our research.

The estimated population of students of San Beda that uses the LRT is 2500,

with the confidence level of 95 percent. Using the Slovin’s Formula, the

computation results to a total sample of 345 students to be surveyed.

b. Presentation of Weighted Mean

c. Presentation of Frequency and Percentage Distribution

CHAPTER 5

SUMMARY AND DISCUSSION

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