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Chapter 1

INTRODUCTION

Background of the Study

The most prevalent situation where commuters experienced are

inadequate services offered by the public utility vehicle drivers. Hence,

satisfaction of customers is the challenge that almost all cities in all countries are

encountering (Wijaya, 2009).

In third world countries, local public transit is a significant mode of

passengers’ conveyance. Specifically, these modes are in forms of tricycles and

motorcycles also known as “habal-habal”, and has been accepted as an

authorized mode of local transportation in most part of the Philippines (Ishida &

Guillen 2003). Besides, these means of transport are well-known in the rural

domain including small towns and cities of the country. As a developing country,

numbers of commuters are arising which constitutes a higher demand of

satisfaction. With that, increasing complaints from them are also emerging since

expectations were not met (Liao, 2013). In Las Pinas City, some of the

complaints on tricycle drivers are students’ unfair discounts, refusing senior

citizens, overloading and rejecting to take commuters without a justifiable cause

(Alabang Bulletin, 2015). In Zamboanga City, a tricycle driver overly charging the

fare of a commuter for just a short distance of travel (Alipala, 2016). Moreover,

tricycle drivers are being contested as disrespectful and ill-mannered to their

customers. Also, some of their major problems are the drivers overcharged the

fare of the commuters (Estrella, 2015).

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Furthermore, Tindowen (2015) revealed that long waiting time at terminals

is the main problem being experienced by the passengers in Tuguegarao City. As

an effect, there is always a delay on the expected time of arrival of the

passengers. Also, in Tawi-Tawi, province’s colleges and schools petitioned urging

their capital city to address commuters’ issues. The fare matrix set by the local

Land Transportation Office are not followed by most tricycle drivers.

Subsequently, these drivers do not give fare discounts to students and senior

citizens commuting within the town center and its surrounding communities

(Lozada, 2015).

In Davao region, particularly in Panabo City, tricycle drivers were still

collecting overcharge fare to the commuters despite the existing approved

resolution No. 1 series of 2015 by City transportation management office. With

this, the land transportation office and all other deputized agencies were

conducting operation and penalized those violating the existing fare matrix

(Paras & Geraldo, 2017). Moreover, in Tagum City, the city government

spearheaded the training seminar on motorcycle and tricycle drivers to address

the growing problems on the behavior of these drivers as major complaints by

commuters (Manalo, 2017).

In the City of Mati, several complaints lodged in Mati City Police Station

concerning the attitudes of some drivers. A case was recorded on a blotter

reportwhere a commuter’s fare was over-charged by a habal-habal driver.

Another issue brought into record was a certain student-commuter hired a

tricycle. Her intended destination was at the Davao Oriental State College of
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Science and Technology, main campus. However, she was diverted to another

road and brought her to Golden Valley instead. (Mati City Police Station, 2017).

By the light of the above premise, the researchers opted to conduct this

study to assess the current status of the services rendered by MASCTODA and

MASCOMODA drivers in Davao Oriental State College of Science and

Technology, City of Mati, and toestablish its pressing need for more and better

services which will help to resolve the predicament suffered by the commuters.

Objectives of the study

This study is geared towards determining the level of students’ satisfaction on

the services rendered by the MASCTODA and MASCOMODA drivers in Davao

Oriental State College of Science and Technology, City of Mati. More specifically,

it seeks to answer the following research objectives:

1. To determine the level of students’ satisfaction on the services delivered

by MASCTODA and MASCOMODA drivers in DOSCST, in terms of:

a. reliability;

b. responsiveness;

c. assurance;

d. empathy; and

e. tangibility.

2. To determine the profile of the respondents in terms of:

a. sex;

b. year level;

c. course;
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d. ethnicity;

e. transportation preference and

f. frequency of ride.

Significance of the Study

The result of this study would be beneficial to all the agencies both public

and private institution as stated below:

Land Transportation Office. The result of this study would help them to

strengthen their rules and regulations in acquiring and renewing of driving license

of public utility drivers. Moreover, this study will give them information on what

type of programs and seminars would be given to the drivers in addressing their

behavior towards the commuters.

City Traffic Management Office. This study would serve as their basis in

conducting seminars to public utility drivers as to their performance on giving the

appropriate and adequate services to the passengers.

PNP, Traffic Division. The result of this study would serve as the baseline in the

enforcement of traffic rules and regulation in the locality. Moreover, they would

give suggestion to the LGU the programs needed in the improvement of the

services of tricycle and motorcycle drivers.

MASCTODA and MASCOMODA Drivers. The outcome of the research would

give insights to the drivers on the necessary action to be taken in rendering their

service towards the commuters.

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DOSCST Commuters. The findings of the study would help them in

meeting the proper benefits delivered by public utility drivers.

Researchers. This study would serve as a reference and a source of idea

for another related study and a document for literature review for future

researches.

Scope and Limitation

This study particularly focused on commuters of MASCTODA and

MASCOMODA drivers in Davao Oriental State College of Science and

Technology, Main Campus, located at Guang-guang, Dahican, City of Mati,

Province of Davao Oriental. It is only limited to determine the level of the

students’ satisfaction towards the services delivered by these operating drivers in

terms of reliability, responsiveness, assurance, empathy and tangibility. The

respondents are the selected students of DOSCST, Main Campus who commute

on MASCTODA and MASCOMODA terminals only. The study was accomplished

within the period of School Year 2017-2018.

Conceptual Definition of Terms

The terms are conceptually defined in an academic discipline.

Assurance – The feelings of trust and confidence in dealing with public

utility drivers services. This reflects the knowledge, experience and their ability to

build self-confidence as well as confidence in the commuters (Arlen, 2008).

Empathy – It pertains to the care and individualized attention that the

drivers provide to its commuters (Naik, Gantasala&Prabhakar, 2010).

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Reliability – It refers tothe ability to perform the promised service by the

drivers responsibly and precisely (Muthupandian&Vijayakumar, 2012).

Responsiveness – it refers to how service providers should be active and

voluntary to help their commuters and to provide prompt service (Cheng et. al,

nd).

Tangibility– Alludes to the appearance of physical facilities and

equipment in terms of security, neatness and maintenance of the pedicab and

habal-habal (Verma, Ajith&Sindhe, 2013).

Theoretical Framework

This study is anchored onFellesson et. al (2009)Expectancy

Disconfirmation with Performance theory as a well-known proposition which

explains commuters’ satisfaction. The result of direct experiences with services,

and it occurs by comparing perceptions against an expectations in determining

whether a commuter is satisfied or dissatisfied. It indicates the importance of how

the service was rendered. The higher expectation does a commuter anticipates,

the lesser the chance of satisfaction one can observe.

St. Louis et al. (2014) combined theories of transport geography and

social psychology theory stressed that travel choices and impressions depend on

individual circumstances and restrictions, which relied on communal and

geographical environments. Moreover, social value and planned behavior

theoryhave been associated as other social psychology theories in a

transportation study. Travel behavior is influenced by activity-based and built

environment as external factors which are given attention by transport geography

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theory and socio demographics, personality, attitudes, preferences, expectations

and habits as internal factors which are being focused by social psychology

theory. Moreover, these theories have given concentration in three areas. First, it

concisely defines satisfaction and discuss how it can be deliberated. Second, it

investigates how satisfaction can differ across modes and how these modes rank

in relation to each other. Lastly, it reviews variables previously studied and found

out that it influences commuters’ trip satisfaction.

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Chapter 2

REVIEW OF RELATED LITERATURE

This portion deals with related literatures and background insights that are

relevant to the study. This review focused on the presentation of specific

variables on the level of Students’ satisfaction in MASCTODA and MASCOMODA

services with regards to reliability, responsiveness, assurance, empathy and

tangibility.

Demographic Profile
Weiss (2014) on his study stressed that majority of students were female

commuters which constitute 55 percent of the total population. Thus, over 55

percent of all transit trips are taken by women is highest on roadway modes (Neff

& Pham (2007).

Geronimo (2015) emphasized that as the senior high school introduced

nationwide on the school year 2016-2017, college and universities are expected

to have a low enrollment on freshmen students. This constitute the low number of

freshmen students commuters. On the other hand, Paluga et. al (2013) states

that Mandaya is the largest tribe of southern Mindanao concentrated mostly in

Davao Oriental.
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Irene, Laurilla & Bajado (2015) on their study which stressed that despite

some complaints on tricycle drivers, commuters preferred to ride tricycle due to

having a cheap fare, readily available, quiet and friendly environment. On the

other hand, the fare of habal-habal cost almost twice than tricycles since it

monopolizes some specific routes (Guillen &Ishida 2003).

Moreover, in the study of (Rahman, 2012) states that few tricycles are

moving around due to its mountainous land area. Although fare matrix is

regulated by the local government unit (LGU) in km rate basis, the tricycle drivers

in the area are demanding fare price depending on the frequency of commuters.

A commuter will pay higher if he is the only one inside the tricycle.

Since tricycles can only be accessible on plain topography, motorcycle or

natively known as “habal-habal” is the only reachable transportation on the hilly

areas of the island. However, habal-habal fares demand higher price than any

other modes of transportation. Motorcycle drivers in the island demand their price

depending on the destination of the commuter.

Furthermore, that only 14 percent of the respondents are transporting

through habal-habal, 15 percent on tricycle, 7 percent on easy ride, 7 percent on

jeepney, only 1 percent on buses and percent on private vehicles. The remaining

percent prefers walking. Majority of the respondents preferred walking due to the

scarcity of modal transportation in the island. In addition, it was disclosed that

most of habal-habal and tricycle users are contented with its accessibility. In spite

of the contentment, nearly half of the habal-habal users are anxious about their
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safety. Moreover, three-quarters of habal-habal commuters would prefer other

mode of transportation other than habal-habal if there is any.

Martinez (2013) which states that, in City of Mati, tricycles and habal-

habals are the major mode of transportation which able to travel at any

destination within the locality. Similarly, on the study (Godoy 2015) 31 percent of

the commuters in Lipa City had a tricycle ride on daily basis which means that

this was the typical mode of transportation in the locality.

Reliability.In City of Bohol, the local government spearheaded the

resolution of revocation of tricycle drivers franchise upon accumulation of several

traffic violation and breach of contract of carriage. In fact, the basic responsibility

of tricycle for hire is to transport the passengers safely to their destination.

Moreover, extra care is required from tricycle drivers in conveying commuters as

they are entrusted the contract of carriage without discrimination as provided by

transportation and public utility law (Bohol Chronicle, 2017)

Yue (2010) defines reliability as the ability to perform the promised service

dependably and accurately. Reliability is a key dimension that customers can

evaluate the quality between they received and the provider promised during the

delivery process. All providers need to be aware of customer expectations of

reliability.

Reliability is an important element of service quality, which determines the

level of passengers’ satisfaction as specified by Iles (2005) in his research in

London. Provision of reliable service enables service providers to retain

passengers for a long period. Passengers may be lost and may not be regained
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if the service is unreliable. Those passengers who use urban transportation

services are increasingly sensitive to waiting time and they are more satisfied

with scheduled service, which habitually operates exactly according to scheduled

departure and arrival times by operating at the appropriate frequency.

Mammo (2010) in his study on public transportation in Ethiopia denotes

that 71% of the respondents are not satisfied while 8.8% of the respondents are

satisfied with respect to availability of vehicles. In contrast, 19.8% of the

respondents responded that their level of satisfaction concerning availability of

vehicle is average. 83.7% are dissatisfied and 5.2% of the respondents are

satisfied regarding on time arrival of vehicles. 11% of the respondents are neither

satisfied nor dissatisfied about on time arrival of vehicles neutral. Moreover, 80%

of the respondents’ complaint is the long waiting time and delayed services of

providers which discouraged them enormously with regards to the timetable,

58% of the respondents whined about the vague timetable that resulted to

unknown arrival time of vehicles as a result revealed from the survey.

Likewise, Horsu and Yeboah (2015) in their study on minicab taxi services

in Ghana also revealed that the second highest influencing factor on customer

satisfaction is the reliability of the service. This implied that readily availability of

vehicles at the stations, timely arrival of vehicles, timely arrivals at destination

and notification of delays were measured by commuters. The finding of the

research shows that commuters placed much importance on on-time pledged

services and arriving on destination on the reasonable time frame.

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Public transport that is convenient, safe and cheap services that are

accessible to the society are what make the transportation reliable. As a sector

that fulfills many people, the type of public transport vehicles must be operated in

compliance with the road hierarchy, capacity and transportation demand that it

served. A reliable public transportation is believed to reduce the population of

private vehicle operators in the transportation sector. As a result, this would

benefit the companies due to reduction of traffic congestion, reduce fuel wasted,

and lessen lost time which will also give benefits on public health and on the

environment. The travelling public has demand for transport. However, bus

services are often not reliable, not pleasant and harmful. It plays a major role in

the provision of public transport (Ab Manaf, 2015).

Hlabiso and Mugozhi (2016) in their research on customers’ satisfaction

on commuters’ transport services pointed out that omnibuses public

transportation is not reliable because the conductors are dishonest about their

precise destinations indicated by the high response of 96%. Comparatively on

the study of Mammo (2010) is the unfixed time table of travels is also one of the

major problems for most respondents. It means that the first passenger who

board on the vehicle must patiently wait until it is filled up before it will traverse.

As a result, this would delay passengers in getting to their intended destinations.

Responsiveness. Olea (2016) states that problems encountered by

tricycle drivers is not simple, instead of being disrespectful to the commuters,

they just have their patience and they just let it go without any hesitation
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Harr (2008) proposed that service providers should be diligent and

voluntary in helping their customers and in providing timely service. This

dimension demands that the service provider should be more flexible in solving

their customers’ problems and requests. Firms even should have a capacity to

customize services for dealing with their customers’ special needs.

Ninety-eight percent of the respondents was revealed in the study of

Hlabiso and Mugozhi (2016) that drivers, conductors, and operators are

unresponsive to the commuters in attending their complaints. This factor is due

to the deficiency of appropriate approach to do so in handling customers’

complaints. Moreover, no suggestion boxes and cell numbers of bus operators

can be used to address their complaints. Again, there are no time tables for

service delivery for the commuter omnibuses. The other worth mentioning out

coming from this research is that there are no proper designated service access

points for this service sector. Most of the respondents pointed out that the

commuter omnibuses stop everywhere even in the middle of the road, and in no

stopping zones. The other remarkable idea pertaining to bus stops from the field

is that these commuter omnibuses change the customer service access points

very frequently to the inconvenience of their clients. The research findings also

noted that these commuter omnibuses always shift their customer access points

for several reasons which include competing to get commuters.

Mushi (2013) states that the willingness to help customers is one of the

statements regarding the responsiveness dimension which happen to be among

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the most significant factors influencing customer satisfaction. This statement was

rated very low in the questionnaires results.

In addition, his study revealed that passengers find it difficult for them to

obtain the reliable information regarding the transport service provided by Dar

Express prior to travel since company does not use user-friendly printed material

such area based timetables, posters and brochures. The researcher also

discovered that company does not have the website and even the email address

to be used by both customers and service provider to communicate easily and

more rapidly.

Assurance. Tanphaisankun, Okamura, & Nakamura (2009) stressed that

para transit would likely suffice the commuters need in terms of mobility.

Unfortunately, the quality of services does not satisfy the commuters though it

was acceptable. This dissatisfaction started from unsafe, uncomfortable,

inconvenient and unreliable serves delivered. Despite, commuters still willing to

utilize para transit services.

Kimwetich (2012) on his study states that 87 percent of the motorcycles

operators have not given safety tools to the passengers. Thus, 96 percent of the

passengers disfavor motorcycles for not abiding traffic rules and regulation that

cause accidents. The remaining more than 4 percent are unhappy with the rude

behavior of motorcycle drivers.

Veerasamy et. al (2013) identifies assurance as knowledge and courtesy

and the ability of the service providers and its people to build trust and
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confidence. Competence, courtesy, credibility and security are four determinants

of this dimension.

In Pakistan, a study conducted by Khurshid et. al (2012) disclosed that

poor customer care is felt by commuters due to poor driving skills of omnibuses

drivers which are regarded as lack of assurance. One of the reasons behind

hapless accidents is the driving manner of the driver. They tend to overtake other

vehicles in competing for customers. Their research also divulged that drivers

drive recklessly in desire to board more and more passengers that would cause a

feeling of danger on commuters while on travel.

Furthermore, a research on customers satisfaction and commuter

transport in Southern Africa revealed that 93% of the commuters comparing to

only 7% indicated that many of the drivers in several ways, do not instill

assurance in their customers. The commuter omnibus crew members in most

cases do not have the required skills to perform the required customer service

and as such, it is no wonder why very often they are rude to their customers. The

main fact for this impropriety was that most of drivers as well as conductors are

not trained on customer care issues. Besides, some of the drivers do not have

the right driver’s license to operate the vehicles and fleeing at high speed from

the manning road blocks of police because of inhibition. In this same light, the

research exposes that faulty vehicles also push the drivers to use dangerous and

illegal routes to elude the police. The other lack of assurance finding of this

research is that the drivers pass through red robots as well as driving in the
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wrong lane and all these put into imperil the life of the passengers

(Hlabiso&Mugozhi, 2016).

Empathy. In La Union, the tricycle drivers has given due recognition by

the city government for their honesty in rendering services to the commuters.

Moreover, the government encourage tricycle drivers to sustain and gave extra

concern to the commuters not just only to residents but also to tourists and non-

residents as they are ambassadors of goodwill and a role model of kindness,

obedience and respect (Beleo, 2017).

The basic target of the dimension is to afford more facilities for the current

or potential customers and enhance the services capacity, through personalized

or customized service. Mudenda&Guga(2017)describe empathy as the caring,

individualized attention that the firm provides its customers.

Another concept came out from the research of Hlabiso and Mugozhi

(2016) that 95% of the respondents’ complaint is about the least empathy of

drivers towards their customers. In fact, they are courteous to passengers before

getting into their vehicles, however, they become ill-mannered towards

passengers when they are inside and have bought tickets. Also, they do not

commiserate when passenger’s property is lost. With that, they do not pay for it.

In fact, on their ticket there is a disclaimer to that effect. Additionally, the lack of

empathy is also manifested when a commuter forgot to collect his change, they

eventually do not mind returning it to their passenger voluntarily. Sometimes, the

conductors of these commuter omnibuses use subliminal strategies to hood wink

their customers in telling them a lower bus fare figure when one is not yet in the
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bus and only to be told a higher bus fare figure when the commuter omnibus is

already in transit and when is now problematic for a passenger to then

disembark.

Tangibility. Tangibles are the appearance of physical facilities, equipment,

and personnel of service providers (Qadri, 2001). Since the tangible and visual

elements of the site will be critical to efficiency as well as to overall perceptions of

the firm and the brand, service providers are likely to use tangibles to enhance

their image and convey quality service to customers. Most providers also

combine tangibles with another dimension to create a service quality strategy for

the firm (Zeithaml et al., 2006).

Aquino et al. (2012) emphasized on university students passengers

satisfaction commuting on tricycles in Koronadal City which focuses on drivers’

observance of speed limit; hygiene and grooming; charging fare;

politeness/respect toward passengers; and familiarity of places. It was revealed

that among the indicators, hygiene and grooming of drivers found not satisfied

and it was recommended to the local government on the said locality to enforced

tight rules concerning the matter while the remaining indicators appeared to be

satisfactorily met by the tricycle drivers.

Mugozhi and Hlabiso (2016) revealed that the appearance and disposition

of vehicles contribute to the satisfaction of customers. This view was justified by

89% of the respondents. This includes the space of the vehicle cannot

accommodate their required number of passengers to board. Another problem is

that most of public utility drivers are untidy. In addition, being well groomed is
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imperative in giving comfortable services to passengers. The absence of

tangibles like bus stops with shelters is another major criticism against this public

transport service.

Mushi (2013) on his study on public transportation proved that this service

quality dimension has the most significant effect comparing to responsiveness

and assurance. He stated that passengers came up with views on some few

areas of interest under this dimension. Physical appearance of drivers is another

area which boosted much the overall satisfaction of passengers.

The result of the researcher’s study revealed that neatness and

professional appearance statement in the questionnaire has a mean score of

3.89 which conclude that passengers agreed that Bus staffs of this company are

neat and have professional appearance. This was also confirmed through

observation made by the researcher. It was observed that it is very normal to find

a driver and his fellow hostess wearing a suit or a shirt with a tie, properly

dressed and smart appearance all over the journey.

Summary on services of drivers.Budiono (2009) emphasized that in order to

atttract more commuters, public transport must have a high quality of service in

order to satisfy the passenger’s needs. Moreover, (Murambi and Bwisa 2014)

stressed that, to level up the utilization of public transport, the services must be

designed and performed in the idea that satisfy the required services by the

commuters. Furthermore, it revealed on his study that drivers plays an important

role on the commuters’ satisfaction and dissatisfaction, and since the drivers are

unaware the passengers’ expectations it leads to the drivers being indifferent. To

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address the concern, the combination of information and the drivers is the way to

success as the drivers is the main interaction with the commuters.

Chapter 3

METHODOLOGY

This chapter deals with the methodology that has been used to answer the

research’s issues. It particularly contains the research design, sampling, research

instrument, data gathering procedure and statistical treatment of the data.

Research Design

This study utilized descriptive statistics as a research design, quantitative

in method which emphasized objective measurements and the statistical analysis

of information gathered through questionnaires and surveys (Babbie, 2010). This

specifically used the descriptive type of research in collection of data and in

interpreting phenomenon using survey questions and to evaluate or measure the

results against some known or speculated standards (Hubbard, 2016). Hence,

5.0 Likertscale was used to determine the level of students’ satisfaction in

MASCTODA and MASCOMODA drivers in DOSCST, City of Mati.

Sampling

The study utilized the purposive-quota sampling strategy in identifying the

respondents. Purposive-quota since the identified respondents are those who are

commuters of MASCTODA and MASCOMODA only. Kyami (2016) claimed that

purposive sampling is a technique that helps the researcher to choose the case
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to be contained in the sample with the possession of certain characteristics. The

respondents were given a quota of 300 participants. Subsequently, the subject of

this study will be from the students of DOSCST main campus situated at Guang-

guang, Dahican, City of Mati, who utilize public transport medium.

Research Instrument

The tool used in this research was adopted from the study of Mushi (2013)

that have been contextualized by the researchers. This was validated by the

panel of experts to fit the contents of the study. The instrument underwent

reliability test through Cronbach’s alpha to test its internal consistency, reliability

and competency which obtained the result of .901 explained as excellent

questionnaire. The weighted mean of the responses of the respondents using

this instrument was analyzed and interpreted below:

Rating Range of Adjectival Descriptive Interpretation

Scale means Rating
This means that the level of students’ satisfaction on the
services delivered by MASCTODA and MASCOMODA
5 4.50-5.00 Very High drivers in DOSCST, Main campus is extremely
satisfied. This indicates that the commuters feel safe
and secure, receive a most promising service and
experience very desirable ambience.

This means that the level of students’ satisfaction on the

services delivered by MASCTODA and MASCOMODA
4 3.50-4.49 High drivers in DOSCST, Main campus is very satisfied.
This indicates that the commuters feel safe, receive a
more promising service and experience desirable
ambience.

This means that the level of students’ satisfaction on the

services delivered by MASCTODA and MASCOMODA
3 2.50-3.49 Moderate drivers in DOSCST, Main campus is moderately
satisfied. This indicates that the safety and security,
service and ambience feel by the commuters are within
the reasonable limit of satisfaction.
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This means that the level of students’ satisfaction on the

services delivered by MASCTODA and MASCOMODA
2 1.50-2.49 Low drivers in DOSCST, Main campus is slightly satisfied.
This indicates that the safety and security, service and
ambience feel by the commuters are in small degree or
extent of satisfaction.

This means that the level of students’ satisfaction on the

services delivered by MASCTODA and MASCOMODA
1 1.00-1.49 Very Low drivers in DOSCST, Main campus is not at all satisfied.
This indicates that the safety and security, service and
ambience feel by the commuters are in no degree of
satisfaction.

The response of each statement was interpreted accordingly. Range of

means stated below is the bases of the response in each item of each indicator.

This would provide a typical index of the item statements in every questionnaire.

Data Gathering Procedure

In gathering the data for this study, the researchers employed the following

procedures.

1. Requesting Permission to Conduct. The researchersseek permission to

conduct the study by giving consent letters to the students who are commuters of

Mati State College Tricycle Operators Drivers Association (MASCTODA) and

Mati State College Motorcycle Operators Drivers Association (MASCOMODA) in

Davao Oriental State College of Science and Technology, Main Campus.

2. Administration and Distribution of the Questionnaire. After the

approval, the researchers personally administered the survey to the identified

respondents. Upon survey, a consent form was comprehensively explained to the

respondents. This illustrates that researchers did not include respondents in the
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research study without their consent. It kept the respondents from any possible

harm and guarantees the protection of the researcher from being charged of

having their study believed to be unethical and untruthful. Moreover, they were

explained about the proper ratings of the given questionnaire and were briefed to

respond the questions honestly. Respondents were given enough time to answer

the questionnaire.

3. Retrieval of Questionnaire. In retrieving the accomplished questionnaire,

the researchers ensured that all required data were answered accordingly. The

gathered data through the retrieved questionnaires were recorded and classified

with the guidance of a statistician.

4. Analysis and Interpretation. Results was analyzed and interpreted with

respect to each of the research question of the study to serve its purposes. The

researchers guaranteed the respondents that their real identities would be of

greatest privacy. The respondents’ confidentiality and cultural sensitivity is highly

respected by the researchers.

Statistical Treatment of the Data

The researchers used descriptive or summary statistics; this was used to

describe or summarize the data gathered to answer the specific objectives of the

study.

The following statistical tools were employed with the aid of a statistician:

Percentage. To describe the profile of the respondents, the percentage

will be computed.
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Mean. The process of finding the “Mean”, which is referred to as the

central tendency will be used.

Rank. The ordinal number of a value arranged in a specified order.

Standard Deviation. A measure of the spread of scores within a set of data.

Chapter 4

RESULTS AND DISCUSSIONS

This chapter focused on the discussion of the findings of the objectives of

the study which was obtained from the primary instrument used in this research.

The topics are presented as follow: Demographic profile of the respondents and

the level of students’ satisfaction on the services delivered by MASCTODA and

MASCOMODA drivers in DOSCST in terms of reliability, responsiveness,

assurance, empathy and tangibility.

Profile of the respondents

Presented in Table 1 was the frequency and percentage distribution of the

respondents according to sex. It shows that most of the respondents of this study

were female with f=168 or 56 percent and male with 132 frequency counts or 44

percent out of the 300 target respondents. This implies that most of the

commuters of MASCTODA and MASCOMODA in DOSCST were female.

Table 1. Profile of the respondents in terms of sex.

Sex Frequency Percentage Rank

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Male 132 44 2

Female 168 56 1

Total 300 100

Weiss (2014) supported the findings of the study stressed that majority of

students were female commuters which constitute 55 percent of the total

population. Thus, over 55 percent of all transit trips are taken by womenis highest

on roadway modes(Neff & Pham (2007).

Table 2 shows the frequency and percentage distribution of the profile of

respondents according to year level. Out of 300 respondents, f=89 or 29.66

percent were fourth year, f=88 or 29.33 percent were third year; f=68 or 22.66

percent were senior high school; f=40 or 13.33 percent were second year and

f=15 or 5 percent were first year.

Table 2. Profile of the respondents in terms of Year Level.

Year Level Frequency Percentage Rank

Senior High School 68 22.66 3

First Year 15 5 5

Second Year 40 13.33 4

Third Year 88 29.33 2

Fourth Year 89 29.66 1

Total 300 100

The data implies that most of the respondents came from fourth year level

while the least were first year level. Moreover, it was revealed that the high
 25

number fourth year level students commuters and few number first year level

students commuters were due the revision of education curriculum that

introduced the K-12 program which decreased the number of enrollees of first

year students. The findings was supported by Geronimo (2015) which

emphasized that as the senior high school introduced nationwide on the school

year 2016-2017, college and universities are expected to have a low enrollment

on freshmen students. This constitutes the low number of freshmen student’s

commuters.

Presented in Table 3 shows the frequency and percentage distribution of

the profile of respondents according to course. It can be seen that majority of the

respondents were Senior High School students which had a total of f=68 or 2.7

percent; followed by BS Education which had a total of f=46 or 15.3 percent;

followed by BS information technology with f=31 or 10.3 percent; Bachelor of

Industrial Technology Management with f=28 or 9.3 percent; BS Business

Administration with f=26 or 8.7percent; BS Criminology with f=25 or 8.3percent;

BS Agricultural Management with f=20 or 6.7 percent;

Table 3. Profile of the respondents in terms of Course.

Course Frequency Percentage Rank

BAT 7 2.3
11
BITM 28 9.3 4
BS Agricultural Management 20 6.7 7
BS Biology 13 4.3 8
BS Civil Engineering 11 3.7 9.5
BS Environmental Science 3 1.0 14
BS Information Technology 31 10.3 3
BS Math 4 1.3 12.5
BS MRS 4 1.3 12.5
 26

BS Administration 26 8.7 5
BS Criminology 25 8.3 6
BS Education 46 15.3 2
BS HRM 11 3.7 9.5
BS Nursing 3 1.0 14
Senior High School 68 22.7 1
300 100.0
Total
BS Biology with f=13 or 4.3 percent; BS Civil Engineering and BS Hotel

and Management with f=11 or 8.5 percent respectively; Bachelor of Agriculture

Technology with f=7 or 2.3 percent; BS Math and BS MRS with f=4 or 1.3 percent

respectively and the least were BS Nursing and BS Environmental Science which

shared a total of f=3 or 1 percent. It can be gleaned that the dominant commuters

among the respondents were Senior High School students and the least were BS

Environmental Science and BS Nursing.

Table 4 shows that the 300 respondents of this study have different

ethnicity and categorized as mandaya with f=138 or 46 percent; bisaya with

f=124 or 41.3 percent; followed by cebuano with f=15 or 5 percent; kalagan with

f=9 or 3 percent; boholano with f=4 or 1.3 percent; ilokano with f=3 or 1 percent;

waray with f=2 or .7 percent; and Hiligaynon, Manobo, tagalog and tausog with

f=1 or .3 percent respectively. This implies that among the respondents of the

study, the most dominant was Mandaya tribe and the least were hiligaynon,

manobo, tagalog and tausog tribe.

Table 4. Profile of the respondents in terms of Ethnicity.

Ethnicity Frequency Percentage Rank

Bisaya 124 41.3 2

Boholano 4 1.3 5
Cebuano 15 5.0 3
 27

Hiligaynon 1 .3 8
Ilokano 3 1.0 6
Ilonggo 1 .3 8
Kalagan 9 3.0 4
Mandaya 138 46.0 1
Manobo 1 .3 8
Tagalog 1 .3 8
Tausog 1 .3 8
Waray 2 .7 7
300 100.0
Total

It was further disclosed that Davao Oriental is the home town of mandaya

tribe which shares the customs, traditions and cultures of the said ethnicity.

Paluga et. al (2013) which states that mandaya is the largest tribe of southern

Mindanao concentrated mostly in Davao Oriental. Most of the students in Davao

Oriental State College of Science and Technology are mandaya which comprise

the large number of commuters of MASCTODA and MASCOMODA.

Table 5 indicates the data of the respondents according to transportation

preference which was categorized in terms of MASCTODA and MASCOMODA in

DOSCST. It shows that most of the respondents preferred to ride in MASCTODA

with f=215 or 71.70 percent and MASCOMODA with f=85 or 28.30 percent.

This implies that student commuters from Davao Oriental State College of

Science and Technology preferred to ride in MASCTODA compared to

MASCOMODA.the findings above supported by Irene, Laurilla&Bajado (2015) on

their study which stressed that despite some complaints on tricycle drivers,

commuters preferred to ride tricycle due to having a cheap fare, readily available,

quiet and environmental friendly.

 28

Table 7. Frequency and Percentage Distribution of the Respondents

according to Transportation Preference.

Transportation Preference Frequency Percentage Rank

85 28.3
MASCOMODA 2
215 71.7
MASCTODA 1
300 100
Total

On the other hand, the fare of habal-habal cost almost twice than tricycles since

it monopolizes some specific routes (Guillen&Ishida 2003).

Moreover, in the study of (Rahman, 2012) stated that few tricycles are

moving around due to its mountainous land area. Although fare matrix are

regulated by the local government unit (LGU) in km rate basis, the tricycle drivers

in the area are demanding fare price depending on the frequency of commuters.

A commuter will pay higher if he is the only one inside the tricycle.

Since tricycles can only be accessible on plain topography, motorcycle or

natively known as “habal-habal” is the only reachable transportation on the hilly

areas of the island. However, habal-habal fares demand higher price than any

other modes of transportation. Motorcycle drivers in the island demand their price

depending on the destination of the commuter.

Furthermore, that only 14 percent of the respondents are transporting

through habal-habal, 15 percent on tricycle, 7 percent on easy ride, 7 percent on

jeepney, only 1 percent on buses and percent on private vehicles. The remaining

percent prefers walking. Majority of the respondents preferred walking due to the

scarcity of modal transportation in the island. In addition, disclosed that most of

habal-habal and tricycle users are contented with its accessibility. In spite of the
 29

contentment, nearly half of the habal-habal users are anxious about their safety.

Moreover, three-quarters of habal-habal commuters would prefer other mode of

transportation other than habal-habal if there is any.

As shown in Table 6 were the frequency and percentage distribution of the

respondents according to how they often ride on MASCTODA and

MASCOMODA terminal. There were five categories which were every day, every

other day, once a week, twice a month and once a month. There were f=155 or

51.66 percent respondents often ride every day, f=80 or 26.7 percent in every

other day, f=50 or 16.7 percent in once a week, f=9 or 3 percent in twice a month

and f=6 or 2 percent in once a month.

Table 6. Profile of the respondents in terms of Often Ride.

Often Ride Frequency Percentage Rank

80 26.7
Every other day 2
155 51.66
Everyday 1
6 2.0
Once a month 5
50 16.7
Once a Week 3
9 3.0
Twice a month 4
300 100
Total

This revealed that most of the respondents often ride every day in

MASCTODA and MASCOMODA terminal and the least were once a month. It

further disclosed that this is the only major means of transportation in the locality.
 30

The above finding underpin by the idea of Martinez (2013) which states that, in

City of Mati tricycles and habal-habals are the major mode of transportation

which able to travel at any destination within the locality. Similarly, on the study

(Godoy 2015) 31 percent of the commuters in Lipa City had a tricycle ride on

daily basis which means that this was the typical mode of transportation in the

locality.

Service delivered by MASCTODA and MASCOMODA drivers in DOSCST in

terms of Reliability.

Table 7 shows the service delivered by MASCTODA and MASCOMODA

drivers in DOSCST in terms of reliability.As shown,provide services on

passengers as promisedobtained 3.26 mean, handle passengers’ service

problems with 3.19 mean; perform services right the first time with 3.20 mean;

deliver passengers on their destination on time with 3.19 mean and provide

accurate information to passengers obtained 3.24 mean respectively.

Table 7. Service delivered by MASCTODA and MASCOMODA drivers in

DOSCST in terms of Reliability.
Descriptiv
Item Question Mean e Interpretation
Equivalent
This means that the respondents are
1. 1.Provide moderately satisfied with the services
services on 3.26 Good delivered by MASTODA and
passengers as MASCOMODA drivers in DOSCST Main
promised. Campus.
This means that the respondents are
2. 2.Handle moderately satisfied with the services
passengers’ 3.19 Good delivered by MASTODA and
service MASCOMODA drivers in DOSCST Main
problems. Campus.
This means that the respondents are
3. 3.Perform moderately satisfied with the services
services right the 3.20 Good delivered by MASTODA and
 31

first time. MASCOMODA drivers in DOSCST Main

Campus.
This means that the respondents are
4. 4.Deliver moderately satisfied with the services
passengers on 3.19 Good delivered by MASTODA and
their destination MASCOMODA drivers in DOSCST Main
on time. Campus.
This means that the respondents are
5. 5.Provide moderately satisfied with the services
accurate 3.24 Good delivered by MASTODA and
information to MASCOMODA drivers in DOSCST Main
passengers. Campus.
This means that the respondents are
moderately satisfied with the services
Total 3.22 Good delivered by MASTODA and
MASCOMODA drivers in DOSCST Main
Campus.

Generally, based on the responses of the respondents, all the item

questions have descriptive equivalent of good which means that the level of

students’ satisfaction on the services delivered by drivers is moderately satisfied.

Hence,it obtained a 3.22 weighted mean which indicates as moderate. This

means that the respondents are moderately satisfied with the services delivered

by MASCTODA and MASCOMODA drivers in DOSCST Main Campus. This

implies that tricycle and motorcycle drivers in DOSCST does give full attention on

reliable services rendered to the students’ commuters on moderate basis. This

further implies that the safety and security, service and ambience feel by the

commuters are within the reasonable limit of satisfaction.

Therefore, the above findings was bolster by the initiative of Bohol City

Government which spearheaded the resolution of revocation of tricycle drivers

franchise upon accumulation of several traffic violation and breach of contract of

carriage. In fact, the basic responsibility of tricycle for hire is to transport the
 32

passengers safely to their destination. Moreover, extra care is required from

tricycle drivers in conveying commuters as they are entrusted the contract of

carriage without discrimination as provided by transportation and public utility law

(Bohol Chronicle, 2017).

Service delivered by MASCTODA and MASCOMODA drivers in DOSCST in

terms of Responsiveness.

Table 8 shows the service delivered by MASCTODA and MASCOMODA

drivers in DOSCST in terms of Responsiveness.It disclosed that all the item

questionshave a descriptive equivalent of good which obtained within the range

mean of 2.50-3.49. This means that the level of students’ satisfaction on the

services delivered by drivers is moderately satisfied. As to the overall statement,it

obtained a weighted mean of 3.12 which indicates as moderate. This means that

the respondents are moderately satisfied with the services delivered by

MASCTODA and MASCOMODA drivers in DOSCST, Main campus. This further

implies that tricycle and motorcycle that the safety and security, service and

ambience feel by the commuters are within the reasonable limit of satisfaction.

Table 8. Service delivered by MASCTODA and MASCOMODA drivers

in DOSCST in terms of Responsiveness.

Descriptive
Item Question Mean Equivalent Interpretation

1.Keep passengers This means that the respondents are

informed about the time moderately satisfied with the
of departure. 2.97 Good services delivered by MASTODA
and MASCOMODA drivers in
DOSCST Main Campus.
2.Perform timely This means that the respondents are
service to passengers. moderately satisfied with the
3.24 Good services delivered by MASTODA
 33

and MASCOMODA drivers in

DOSCST Main Campus.
3.Help the passengers This means that the respondents are
out of will. moderately satisfied with the
3.03 Good services delivered by MASTODA
and MASCOMODA drivers in
DOSCST Main Campus.
4.Ready to respond to This means that the respondents are
passenger’s requests. moderately satisfied with the
3.17 Good services delivered by MASTODA
and MASCOMODA drivers in
DOSCST Main Campus.
5.Display patience in This means that the respondents are
accommodating moderately satisfied with the
passengers. 3.21 Good services delivered by MASTODA
and MASCOMODA drivers in
DOSCST Main Campus.
This means that the respondents are
moderately satisfied with the
Total 3.12 Good services delivered by MASTODA
and MASCOMODA drivers in
DOSCST Main Campus.

The above finding was supported by Olea (2016) states that problems

encountered by tricycle drivers is not simple, instead of being disrespectful to the

commuters, they just have their patience and they just let it go without any

hesitation.

Service delivered by MASCTODA and MASCOMODA drivers in DOSCST in

terms of Assurance.

Table 9 shows the service delivered by MASCTODA and MASCOMODA

drivers in DOSCST in terms of Assurance.As shown, all items were rated as

good. The mean ratings are as follows: 3.33 instill confidence to passengers by

having required skills; 3.41 make passengers feel safe, secured and comfort in

their travel; 3.29 show unwavering courtesy to passengers; 3.33 have the
 34

knowledge to answer passengers’ questions and 3.33Show honesty by collecting

just fare and giving exact change. Hence, the overall result is moderate with 3.34

weighted mean. This means that the respondents are moderately satisfied with

the services delivered by MASTODA and MASCOMODA drivers in DOSCST

Main Campus. It further explains that assurance delivered by the tricycle and

habal-habal drivers are given guarantee to the students’ commuters. The findings

revealed that the safety and security feel by the commuters are within the

reasonable limit of satisfaction.

Table 9. Service delivered by MASCTODA and MASCOMODA drivers in

DOSCST in terms of Assurance.
Descriptive
Item Question Mean Equivalent Interpretation

This means that the respondents are

1.Instill confidence to moderately satisfied with the services
passengers by 3.33 Good delivered by MASTODA and
having required skills. MASCOMODA drivers in DOSCST
Main Campus.
This means that the respondents are
2.Make passengers moderately satisfied with the services
feel safe, secured 3.41 Good delivered by MASTODA and
and comfort in their MASCOMODA drivers in DOSCST
travel. Main Campus.
This means that the respondents are
3.Show unwavering moderately satisfied with the services
courtesy to 3.29 Good delivered by MASTODA and
passengers. MASCOMODA drivers in DOSCST
Main Campus.
This means that the respondents are
4.Have the moderately satisfied with the services
knowledge to answer 3.33 Good delivered by MASTODA and
passengers’ MASCOMODA drivers in DOSCST
questions. Main Campus.
This means that the respondents are
5.Show honesty by moderately satisfied with the services
collecting just fare 3.33 Good delivered by MASTODA and
and giving exact MASCOMODA drivers in DOSCST
change. Main Campus.
 35

This means that the respondents are

moderately satisfied with the services
Total 3.34 Good delivered by MASTODA and
MASCOMODA drivers in DOSCST
Main Campus.

According to the study of Tanphaisankun, Okamura, & Nakamura (2009)

which stressed that para transit would likely suffice the commuters need in terms

of mobility. Unfortunately, the quality of services does not satisfy the commuters

though it was acceptable. This dissatisfaction started from unsafe,

uncomfortable, inconvenient and unreliable services delivered. Despite,

commuters still willing to utilize para transit services.

Kimwetich (2012) contradicted the above findings which states that 87

percent of the motorcycles operators have not given safety tools to the

passengers. Thus, 96 percent of the passengers disfavor motorcycles for not

abiding traffic rules and regulation that cause accidents. The remaining more

than 4 percent are unhappy with the rude behavior of motorcycle drivers.

Service delivered by MASCTODA and MASCOMODA drivers in DOSCST in

term of Empathy.

Table 10 shows the service delivered by MASCTODA and MASCOMODA

drivers in DOSCST in term of empathy which have a five item questions to

determine the level of students’ satisfaction. It revealed that all items of this

indicator was within the range mean of 2.50-3.49 which means that the level of

students’ satisfaction on the services delivered by drivers is moderately satisfied.

As a result, the weighed mean was 3.22 which had an equivalent rating of

moderate. This implies that the respondents are moderately satisfied with the
 36

services delivered by MASCTODA and MASCOMODA drivers in DOSCST Main

Campus. This further explains that students’ commuter response indicates that

the MASCTODA and MASCOMODA drivers are rendering services is satisfied

within the reasonable limit.

The above findings were supported by Beleo (2017) in his study in La

Union where tricycle drivers were given due recognition by the city government

for their honesty in rendering services to the commuters. Moreover, the

government encourage tricycle drivers to sustain and gave extra concern to the

commuters not just only to residents but also to tourists and non-residents as

they are ambassadors of goodwill and a role model of kindness, obedience and

respect.

Table 10. Service delivered by MASCTODA and MASCOMODA drivers in

DOSCST in term of Empathy.
Descriptive
Item Question Mean Equivalent Interpretation

This means that the respondents are

1.Give passengers moderately satisfied with the services
individual 3.16 Good delivered by MASTODA and MASCOMODA
attention. drivers in DOSCST Main Campus.
This means that the respondents are
2.Deal with moderately satisfied with the services
passengers in a delivered by MASTODA and MASCOMODA
caring fashion. 3.17 Good drivers in DOSCST Main Campus.
This means that the respondents are
3.Address moderately satisfied with the services
passengers’ best 3.24 Good delivered by MASTODA and MASCOMODA
interests at heart. drivers in DOSCST Main Campus.
This means that the respondents are
4.Understand the moderately satisfied with the services
needs of their 3.28 Good delivered by MASTODA and MASCOMODA
passengers. drivers in DOSCST Main Campus.
This means that the respondents are
5.Explain clearly moderately satisfied with the services
the various options 3.26 Good delivered by MASTODA and MASCOMODA
available to a drivers in DOSCST Main Campus.
query.
 37

This means that the respondents are

Total 3.22 Good moderately satisfied with the services
delivered by MASTODA and MASCOMODA
drivers in DOSCST Main Campus.

Service delivered by MASCTODA and MASCOMODA drivers in DOSCST in

terms of Tangibility.
Table 11 shows the service delivered by MASCTODA and MASCOMODA

drivers in DOSCST Main Campus in terms of tangibility consisting five item

questions to determine the level of students’ satisfaction. It indicates that all the

five questions obtained the mean within the range of 2.50-3.49 which means

good. This implies that the respondents are moderately satisfied with the services

delivered by MASCTODA and MASCOMODA drivers in DOSCST, Main campus.

As a result, the overall mean was 3.30 which descriptively rated as moderate.

With this, the level of students satisfaction are moderately satisfied with the

services delivered by MASCTODA and MASCOMODA drivers in DOSCST, Main

campus.

Table 11. Service delivered by MASCTODA and MASCOMODA drivers in

DOSCST in terms of Tangibility.
Descriptiv
Item Question Mean e Interpretation
Equivalent
This means that the respondents are
1.Operate moderately satisfied with the services
modern 3.23 Good delivered by MASTODA and MASCOMODA
equipment of drivers in DOSCST Main Campus.
tricycle and
motorcycle.
This means that the respondents are
2.Maintain moderately satisfied with the services
visually pleasing 3.24 Good delivered by MASTODA and MASCOMODA
and attractive drivers in DOSCST Main Campus.
facilities.
3.Decorate This means that the respondents are
vehicle with moderately satisfied with the services
visually appealing 3.40 Good delivered by MASTODA and MASCOMODA
materials drivers in DOSCST Main Campus.
 38

associated with
the service such
as seats.
This means that the respondents are
4.Ensure their moderately satisfied with the services
tricycle and 3.32 Good delivered by MASTODA and MASCOMODA
motorcycle have drivers in DOSCST Main Campus.
clean
atmosphere.
This means that the respondents are
5.Maintain proper moderately satisfied with the services
hygiene, looks 3.30 Good delivered by MASTODA and MASCOMODA
professional and drivers in DOSCST Main Campus.
decent.
This means that the respondents are
moderately satisfied with the services
Total 3.30 Good delivered by MASTODA and MASCOMODA
drivers in DOSCST Main Campus.

The data attest that the drivers are moderately maintaining their proper

hygiene, looks professional and decent. Furthermore, it confirms that

motorcycleand tricycle drivers have time to fix themselves before driving.This is

in contrast to the study of Aquino et al. (2012) which emphasized on university

students passengers satisfaction commuting on tricycles in Koronadal City which

focuses on drivers’ observance of speed limit; hygiene and grooming; charging

fare; politeness/respect toward passengers; and familiarity of places.It was

revealed that among the indicators, hygiene and grooming of drivers found not

satisfied and it was recommended to the local government on the said locality to

enforced tight rules concerning the matter while the remaining indicators

appeared to be satisfactorily met by the tricycle drivers.

Summary onServices delivered by MASCTODA and MASCOMODA Drivers

Table 12 shows the summary of the finding of five indicators of the study

which includes reliability, responsiveness, assurance, empathy and tangibility.

 39

The table shows from the findings that assurance earned a highest mean of 3.34

(SD=1.26) described as good. It was revealed also that the result of the

remaining indicators was all moderatewhich means that the level of students’

satisfaction on the services delivered by drivers is moderately satisfied.

Moreover, this indicates that the safety and security, services and ambience felt

by the student commuters are within the reasonable limit of satisfaction. Hence,

the overall result was good with 3.24 weighted mean. This finding implied that the

respondents are moderately satisfied with the services delivered by MASTODA

and MASCOMODA drivers in DOSCST Main Campus. This further signifies that

tricycle and motorcycle drivers operating in MASCTODA and MASCOMODA are

moderately satisfying their clients which are the student-commutersin giving

services.Budiono (2009) emphasized that in order toattract more commuters,

public transport must have a high quality of service in order to satisfy the

passenger’s needs.Moreover, (Murambi and Bwisa 2014) stressed that, to level

up the utilization of public transport, the services must be designed and

performed in the idea that satisfy the required services by the commuters.

Table 12. Summary onServices delivered by MASCTODA and MASCOMODA

Drivers

Mean Descriptive Interpretation

Indicators SD Equivalent
This means that the respondents are
moderately satisfied with the services
Reliability 1.06 3.22 Good delivered by MASTODA and MASCOMODA
drivers in DOSCST Main Campus.
This means that the respondents are
moderately satisfied with the services
Responsiveness 1.19 3.12 Good delivered by MASTODA and MASCOMODA
drivers in DOSCST Main Campus.
This means that the respondents are
moderately satisfied with the services
 40

Assurance 1.26 3.34 Good delivered by MASTODA and MASCOMODA

drivers in DOSCST Main Campus.
This means that the respondents are
moderately satisfied with the services
Empathy 1.03 3.22 Good delivered by MASTODA and MASCOMODA
drivers in DOSCST Main Campus.
This means that the respondents are
moderately satisfied with the services
Tangibility 1.04 3.30 Good delivered by MASTODA and MASCOMODA
drivers in DOSCST Main Campus.
This means that the respondents are
moderately satisfied with the services
Overall 1.12 3.24 Good delivered by MASTODA and MASCOMODA
drivers in DOSCST Main Campus.

Moreover, (Murambi and Bwisa 2014) stressed that, to level up the

utilization of public transport, the services must be designed and performed in the

idea that satisfy the required services by the commuters.Furthermore, it revealed

on his study that drivers plays an important role on the commuters’ satisfaction

and dissatisfaction, and since the drivers are unaware the passengers’

expectations it leads to the drivers being indifferent. To address the concern, the

combination of information and the drivers is the way to success as the drivers is

the main interaction with the commuters.

 41

Chapter 5

SUMMARY, CONCLUSIONS AND RECOMMENDATIONS

This chapter contains the discussion of the summary, findings, conclusions

and recommendations drawn by the researchers from the obtained results came

from the primary instrument used in the study.

Summary

This study was primarily conducted to determine the level of students’

satisfaction on the services delivered by MASCTODA and MASCOMODA drivers

in DOSCST Main Campus. It has two specific objectives: 1.) To determine the

profile of the respondents in terms of sex, year level, course, ethnicity,

transportation preference and often ride. 2.) To determine the level of students’

satisfaction on the services delivered by MASCTODA and MASCOMODA drivers

in DOSCST in terms of reliability, responsiveness, assurance, empathy and

tangibility.
 42

The quantitative and descriptive method of research was utilized and the

adapted questionnaire from the study of Mushi (2013) entitled “Service Quality

and Customer Satisfaction in Transport Service Industry”, that have been

contextualized by the researchers was used in gathering the data through survey

method. Moreover, the study used the purposive-quota sampling technique in

identifying the respondents. Purposive-quota since the respondents are those

commuters of MASCTODA and MASCOMODA only and the respondents were

given a quota of 300 participants. The inquiry was conducted during the first

semester of the school year 2017-2018 at Davao Oriental State College of

Science and Technology.

Findings

The following are the major findings of the study.

1.) The profile of the respondents found to be: the most dominant sex was

female compared to male; majority of the respondents were fourth year

college students and the least were first year college students. With

regards to course, most of them were senior high school students and

BS Nursing and BS environmental Science were the least; almost half

of the respondents were Mandaya tribe which preferred MASCTODA

and often ride every day.

2.) In terms of the level of students’ satisfaction on the services delivered

by MASCTODA and MASCOMODA drivers in DOSCST with five

indicators which includes reliability, responsiveness, assurance,

 43

empathy and tangibility, it revealed that all the indicators had the

overall results rated as good which means that the level of students’

satisfaction moderately satisfied with the services delivered by

MASCTODA and MASCOMODA drivers in DOSCST, Main campus.

Conclusion

By the light of the aforementioned findings the researchers come up with

the following conclusions:

1.) Most dominant of the respondents were female, majority of them are

fourth year college students. With regards to course, most of them

were senior high school students. Almost half of the respondents were

Mandaya tribe which prepared MASCTODA and often ride every day.

2.) The overall level of students’ satisfaction on the services delivered by

MASCTODA and MASCOMODA drivers in DOSCST with five

indicators which includes reliability, responsiveness, assurance,

empathy and tangibility were found to be good which means that the

level of students’ satisfaction moderately satisfied

Recommendation

The commuters’ welfare were always given special attention especially to

the students. With this, the researchers recommend the following to insure the

student commuters’ protection.

1. The Local Government Unit through Traffic Management Office in

collaboration with Philippine National Police, Traffic Division and Land

Transportation Office must provide trainings and seminars to the tricycle

 44

and motorcycle drivers on basic policies and guidelines and giving basic

services to commuters.

2. The MASCTODA and MASCOMODA must have a coordination with the

Student Supreme Government as student representative to address

problems of both sides to maintain harmonious association and improve

services in attaining satisfaction.

3. To the future researchers, another study is encourage considering other

TODA’S and MODA’S with different respondents to establish the external

validity of the findings of the study.

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APPENDICES
 52

APPENDIX A
 53

Letter of Permission to Conduct the Study

APPENDIX B
 54

Letter of Request for Research Adviser

APPENDIX C
 55

Letter Request of Validation of Questionnaire

APPENDIX C
 56

Letter Request of Validation of Questionnaire

APPENDIX C
 57

Letter Request of Validation of Questionnaire

APPENDIX D
 58

Validation Sheet for Research Questionnaire

APPENDIX D
 59

Validation Sheet for Research Questionnaire

APPENDIX D
 60

Validation Sheet for Research Instrument

APPENDIX E
 61

Summary Ratings of the Expert Validator

NAME OF THE EXPERT VALIDATORS MEAN DESCRIPTION

1. MA. CECILIA L. CATUBIG Ph. D 4.57 Excellent

2. MA. GLORIA R. LUGO Ph. D 4.71 Excellent

3. JERALYN H. SACRO MS, CRIM 4.00 Very Good

Grand Total 4.42 Very Good

APPENDIX F

Chronbach’s Alpha Rating Scale

 62

APPENDIX G

Research Instrument

SURVEY QUESTIONNAIRE
 63

STUDENTS’ SATISFACTION ON THE SERVICES DELIVERED BY MASCTODA AND

MASCOMODA DRIVERS IN DOSCST

Part I: Profile of the Respondent

Name (optional): ______________________________________
Sex:
Male Female
Year level:
Senior High School First Year College Second Year
College
Third Year College Fourth Year College
Course:______________
Ethnicity:
Mandaya Bisaya

Boholano

Cebuano Ilokano Others (Please specify)

______

Transportation Preference:
Mati State College Tricyle Operators and Drivers’ Association
(MASCTODA)
Mati State College Motorcycle Operators and Drivers’ Association
(MASCOMODA)

How often do you ride?

Everyday Every other day Once a week
Twice a month Once a month

Part II. Services delivered by MASCTODA and MASCOMODA Drivers in DOSCST

 64

Direction: Please read each item carefully. Following the ratings scale below, indicate
your level of agreement in each statement by putting check (√) in the box corresponding
to the scale that best describe the statement.

Ratin Adjectiva Descriptive Interpretation

g l Rating
Scale
This means that the level of students’ satisfaction on the services
Very delivered by drivers is extremely satisfied. This indicates that the
5 High commuters feel safe and secure, receive a most promising service
and experience very desirable ambience.
This means that the level of students’ satisfaction on the services
4 High delivered by drivers is very satisfied. This indicates that the
commuters feel safe, receive a more promising service and
experience desirable ambience.
This means that the level of students’ satisfaction on the services
3 Moderate delivered by drivers is moderately satisfied. This indicates that the
safety and security, service and ambience feel by the commuters
are within the reasonable limit of satisfaction.
This means that the level of students’ satisfaction on the services
2 Low delivered by drivers is slightly satisfied. This indicates that the
safety and security, service and ambience feel by the commuters
are in small degree or extent of satisfaction.
This means that the level of students’ satisfaction on the services
1 Very Low delivered by drivers is not at all satisfied. This indicates that the
safety and security, service and ambience feel by the commuters
are in no degree of satisfaction.

ITEMS SCALE
Reliability
MASCTODA and MASCOMODA drivers . . . 1 2 3 4 5
6. Provide services on passengers as promised.

7. Handle passengers’ service problems.

8. Perform services right the first time.

9. Deliver passengers on their destination on time.

10. Provide accurate information to passengers.

Responsiveness

1. Keep passengers informed about the time of departure.

2. Perform timely service to passengers.

 65

3. Help the passengers out of will.

4. Ready to respond to passenger’s requests.

5. Display patience in accommodating passengers.

Assurance
1. Instill confidence to passengers by having required skills.

2. Make passengers feel safe, secured and comfort in their travel.

3. Show unwavering courtesy to passengers.
4. Have the knowledge to answer passengers’ questions.
5. Show honesty by collecting just fare and giving exact change.
Empathy
1. Give passengers individual attention.

2. Deal with passengers in a caring fashion.

3. Address passengers’ best interests at heart.

4. Understand the needs of their passengers.

5. Explain clearly the various options available to a query.

Tangibility
1. Operate modern equipment of tricycle and motorcycle.

2. Maintain visually pleasing and attractive facilities.

3. Decorate vehicle with visually appealing materials associated with

the service such as seats.

4. Ensure their tricycle and motorcycle have clean atmosphere.

5. Maintain proper hygiene, looks professional and decent.

APPENDIX H

Letter to the Statistician

 66

APPENDIX I
 67

Recommendations

APPENDIX J
 68

Letter of Application for Final Defense

 69

APPENDIX J

Letter of Application for Final Defense

 70

APPENDIX J

Letter of Application for Final Defense

 71

APPENDIX K

Letter to the Mati City Police Station

 72

APPENDIX L

Curriculum Vitae
 73

APPENDIX L

Curriculum Vitae
 74

APPENDIX L

Curriculum Vitae