1

Republic of the Philippines

Region IV-A CALABARZON
Department of Education
Division of Cavite
Trece Martires City Senior High School

Introduction

Among the problems that arises in the Trece Martires City Hall – City Tourism

and Information Office (CTIO), the services of Trece Martires City Memorial Park

(TMMP) is considered to be the most concerning. As the operation of TMMP is fairly

new, a collection of responses is needed in order to assess the effectiveness of the

services given in the funeral of TMMP. Regarding the decision of the participants, it will

become the basis of determining whether the services offered by the TMMP, effective or

non-effective to the participants which will be the customers who had written their

comments on the questionnaire. Which consists of questions that answers the evaluation

of the overall critique to the services of TMMP. According to Rodrigo A. and Penas A.

(2016), QA evaluations over free text, paying special attention to the changes encouraged

at such campaigns. Systems still return a high proportion of incorrect answers and that

the changes are almost not included in traditional approaches. Moreover, the researcher

analyzes QA collections in order to obtain better insights about the main challenges for

current QA systems. The researcher detect that QA systems find very difficult to deal

with different rewordings in questions and documents, as well as to infer information that

is not explicitly mentioned in texts.

A 9.80-hectare cemetery, owned and operated by the City Government of Trece

Martires City that is located at Barangay Aguado. For the mutual Protection of the lot

owners, the memorial park as a whole and the City Government of Trece Martires City

follows a Rules and Regulations that adopt by the City Sangguniang Panglunsod for
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Republic of the Philippines
Region IV-A CALABARZON
Department of Education
Division of Cavite
Trece Martires City Senior High School

Trece Martires Memorial Park. All lot/unit owners, person within the Memorial Park, and

all interment rights sold and leased shall be subject to said rules and regulation.

The Trece Martires Memorial Park expressly reserve the right -at any time and

without notice-to adopt new rules and regulation or to amend, modify or repel any

section, paragraph, or sentence of these rules and regulations. As a LaBier (2018) stated

that the people with a greater sense of entitlement are less likely to follow instructions

than less entitled people are, because they view the instruction as an “unfair” imposition

on them. They would rather lose at something than “submit” to the rules of others.

The Trece Martires Memorial Park open to the public everyday at 9:00 AM and

closes at the time of 5:00PM except for the days of October 31 to November 2, the

cemetery office is open until 10:00 PM to give way for the All Souls/Saints Day

Commemoration.

Memorial ParkCemetery should be used interchangeably and is hereby define as a

place or area set apart for the interment of the dead by burial in the earth or entombment

in a mausoleum, niche or columbarium and all walks, drives and grounds set aside for

meditation and other natural ornamentation. Lot/Burial space should be used

interchangeably and should be defined as a space within the cemetery uses or intend to be

used for the earth burial containing two or more graves. For the Interment, the final

disposition of human remains or bones by burial in the ground, entombment in a

mausoleum, or placement of cremated remains in a niche. The recovery of human

remains by exhumation disentombment or disannulment.

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Republic of the Philippines
Region IV-A CALABARZON
Department of Education
Division of Cavite
Trece Martires City Senior High School

The Mausoleum lots are for big families, where mausoleums can be erected. Two

above the ground niches are permitted. The mausoleum lot measures 30 sq. Lawn lot is a

Double Interment Privilege (DIP), fully carpeted with only 14 inches by 24-inch marble

markers with no man-made concrete structures to mark and obstruct nature’s own green

trees. Each lot is 1m.X2.%m. Burials are all underground. Lots only measures 2m.X3m

(6sq.m.). With common and standard design to be followed. Niches only are allowed. No

vertical structures to be constructed. Condo type has one interment and allows at time but

can be open every after 5 years for reburial. Space should had allowance for 2ft for

candles and flowers. Markers will be provided to ensure uniformity of design. Angel

Paradise is a double interment with a lot area of 1mX1.5m. Only for newly born

interment. Pet cemetery is underground single interment privilege. Funeral chapel are

available for rentals.

The owners/lessees of lots/units shall enjoy any rights and benefits of a perpetual

usufructuary. The ownership of the lot/unit is not transferable to the buyer/lessee. Instead,

should give the right to use the said unit/lot for lifetime, subject to the rules and

regulations set herein. No land title is being issued to the buyer, only a Certificate of

Ownership of Rights and Contract to sell duly signed by the City Mayor. The buying is

allowed to exercise the right for perpetual usufruct upon settlement of the Total Contract

Price plus applicable interest as stated in the contract. It also secure the necessary permits

and clearances for interment from pertinent government offices and necessary regulatory

fees.
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Republic of the Philippines
Region IV-A CALABARZON
Department of Education
Division of Cavite
Trece Martires City Senior High School

Individuals who intends to avail lots/units shall accomplish an application form

and sign a Reservation Agreement with conformity to the rules and regulations. Upon

payments of 50% or full payment to the Contract price, the buyer should execute and sign

a Contract to Sell together with the authorized signatory of the City Government. Once

fully paid, the buyer should be issuing a Certificate ownership, which shall be signed by

the Lot loaners/buyers. All payments must be made directly to the City Treasurer’s Office

in which a corresponding Official should issue. Check payments should made payable to

the City Government of Trece Martires City and will be subject to the usual Three-Day

clearing period. A discount of 10% should give to buyers who will pay full. A special

installment extension privilege will be given to the permanent City Government

employees and elected officials only. Any violation of the rules and regulations of Trece

Martires Memorial Park may result to imposition of penalties and/or termination of

contract.

Objectives

The research study title “Insight of the Lot Loaners/Buyers to the Services Of

Trece Martires Memorial Park”, aim to analyze and identify the following: the

effectiveness of the service of Trece Martires Memorial Park to the Lot loaners/buyers

and the needs to improve for the service of the Trece Martires Memorial park according

to the insights of the Lot loaners/buyers.

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Republic of the Philippines
Region IV-A CALABARZON
Department of Education
Division of Cavite
Trece Martires City Senior High School

Statement of the Problem

1. Is the Trece Martires Memorial Park service response quickly?

2. Are the service aspirations should be developed or enhanced?
3. Have the needs of the lot loaners/buyers of Trece Martires Memorial Park
been met?

Scope and Limitation

The study attempts and focuses to analyze the insights of the Lot loaners/buyers

to the service of Trece Martires Memorial park. Only the Lot loaners/buyers can answer

the given evaluation form to identify the effectiveness of the service of Trece Martires

Memorial Park and to give feedback or advice to the things need to improve for the

service.

Significance of the study

The outcome of the study will be significant to the Trece Martires Memorial Park

to ensure their effectiveness and know what are the things that Trece Martires Memorial

Park need to improve on their service and satisfy their Lot loaners/buyers through the

offered services.
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Republic of the Philippines
Region IV-A CALABARZON
Department of Education
Division of Cavite
Trece Martires City Senior High School

METHODOLOGY

The methodology involves philosophical assumptions to determine the insights of

the loaners and buyers to the services of Trece Martires Memorial Park (TMMP). The

direction of the collection and analysis of data will be compiled using a qualitative

approach. This study will also analyze the effectiveness of the services offered by TMMP

using the insights of the participants.

The participants of the study will be fifty (50) loaners and buyers of lots and

services of TMMP. The instrument in this study will be survey questionnaires consisting

of different questions that evaluates the services offered by TMMP, with the technique of

random sampling. The result of the questionnaires were the opinion of the participants on

what they had experienced after the services done by TMMP. which will then be collected

as data will serve as the judging point whether the services were effective or not.

The researchers will be conducting a presentation of the results after the data from

the survey had been collected and accumulated and will serve as the basis of

effectiveness. The validity of the survey was incorporated by the employees of TMMP

and the data they collected upon their previous customers will also serve as the data for

the researchers to analyze.

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Republic of the Philippines
Region IV-A CALABARZON
Department of Education
Division of Cavite
Trece Martires City Senior High School

Research Design

This study is thoroughly focusing the effectiveness of the services of TMMP.

Furthermore, this research design is descriptive style that will tackle the insights among

the loaners and buyers of lots in the service offered by TMMP with the use of surveys

that will be analyzed into data.

Research Instrument

A survey is used in this research, to measure the effectiveness of the services with

the opinions of the participants. The survey contains specific questions that describes

their experience with the service of TMMP.

Research Data Gathering Procedure

The data that will be used in this research is provided by the TMMP with the past

loans and buyers of lots and their services. It is noted that this data will be treated with

the upmost confidentiality.

Theoretical Framework

The theory associated in this study is the Customer Service Theory, it perceives

the customers satisfaction after the provided customer service of a business. This theory

is related in this study as it will be tackling the impression of the loans and buyers of lots

to the services made by the TMMP.

Data Analysis
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Republic of the Philippines
Region IV-A CALABARZON
Department of Education
Division of Cavite
Trece Martires City Senior High School

This research will be using the descriptive approach in analyzing the gathered the

data from the TMMP. The researchers will summarize the insights of the 10 participants

the is in the survey questionnaire to be used in the analysis, then transferred into codes

and finally the researchers will determine whether the participants were satisfied and

prove that the service of TMMP is effective or not.

RESULT AND DISCUSSION

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Republic of the Philippines
Region IV-A CALABARZON
Department of Education
Division of Cavite
Trece Martires City Senior High School

The participants considered Insight of the Lot Loaners/Buyers to the Services of

Trece Martires Memorial Park. They having a decision…

Part 1. Is the Trece Martires Memorial Park service response quickly?

Table 1.

Statement of the problem Descriptive Statement

Is the Trece Martires Memorial Park - The participants pointed out that

service response quickly? the service of Trece Martires

Memorial Park is fast and orderly.

- The participants agreed that the

Trece Martires Memorial Park is

fast at their services.

The participants also mentioned during the interview that they really appreciated

the fast and quickly response of the Trece Martires Memorial Park. In their perspective,

every second counts and they need to quickly get in the Trece Martires Memorial Park

office to reserve. Responding quickly means less work for you and your team, so you can

spend more time on writing quality responses. As the participant said, The Trece Martires

Memorial Par has a quick response for their customers. Moreover, the participants are

satisfied to the service of Trece Martires Memorial Park. According to Ching-Sheng

Chang (2013), Interaction between service provider and customer is the primary core of

service businesses of different natures, and the influence of trust on service quality and

customer satisfaction could not be ignored in interpersonal-based service encounters.

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Republic of the Philippines
Region IV-A CALABARZON
Department of Education
Division of Cavite
Trece Martires City Senior High School

However, lack of existing literature on the correlation between service quality, patient

trust, and satisfaction from the prospect of interpersonal-based medical service

encounters has created a research gap in previous studies. Therefore, this study attempts

to bridge such a gap with an evidence-based practice study.

During the Interview, the interviewees pointed out the satisfaction in availing into

the Trece Martires Memorial Park. They always aiming to have a lot since the Trece

Martires City Memorial Park has a more lots for those who are availing it. They needed a

lot of time as well as energy and capability to take care of the requirements that the Trece

Martires Memorial Park required for the customers.

Based on LPU Batangas (2014) the study aims to assess customer satisfaction on

the services rendered by Montenegro Shipping Lines. More specifically to know the

profile of the respondents, customer satisfaction on the services rendered by Montenegro

Lines in terms of Front Line, Housekeeping and Food and Beverage services, and to

know the difference in responses when respondents were grouped according to profile

variables. Descriptive method was utilized in the study. Findings revealed that customers

are satisfied on the services rendered by Montenegro Shipping Lines. The level of

customer satisfaction rendered by Montenegro Lines do not differed when grouped based

on their profile. The study recommended that the management may conduct Values

Enhancement Seminar for the employees. Additional trainings should be conducted to

improve the employees’ skills and competence. They must improve room amenities and

services. The management may present options/choices in terms of food. Future

researches may conduct similar study using other variables.

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Republic of the Philippines
Region IV-A CALABARZON
Department of Education
Division of Cavite
Trece Martires City Senior High School

Part 2. Are the service aspirations should be developed or enhanced?

Table 2.

Statement of the problem Descriptive Statement

- Is the service aspirations should be - The participants said the Trece

developed or enhanced? Martires Memorial Park is

everything is in order.
- Add more chairs and tables, as the

participants request to the Trece

Martires Memorial Park.

In table 2. The question is service aspirations should be developed or enhance? As

can be seen, participants stated that a request to the Trece Martires Memorial Park, add

more chairs and tables. Overall, the participants are satisfied with the service aspirations

or the service of the memorial park to the buyers. The participants stated that Trece

Martires Memorial Park is everything is in order. Customer satisfaction is often used as

an indicator of whether customers will return to Trece Martires Memorial Park. While

there is no guarantee of a satisfied customer’s repeat visit, it is almost certain that an

unsatisfied customer will not return. A high level of customer satisfaction leads to an

increase in repeat

Patronage, brand loyalty, as well as recruiting new customers by enhancing an

organization’s reputation.
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Republic of the Philippines
Region IV-A CALABARZON
Department of Education
Division of Cavite
Trece Martires City Senior High School

In business industry, customer loyalty is mostly enhanced by combined efforts of

all the stakeholders. Therefore, can only prosper in terms of customer satisfaction by

involving all stakeholders in improving the quality of its services and products.

Consequently, investigating the significance for customers of business traits in Memorial

Park choice is fundamental. In most cases, this is achieved by also involving customers in

improving the quality of services by showing them that their suggestions are welcomed

(Singh & Dewan, 2009).

Consumer loyalty assumes a critical part inside of your business. Not just is it the

main marker to quantify client dependability, distinguish despondent clients, lessen beat

and build income; it is additionally a key purpose of separation that helps you to draw in

new clients in aggressive business situations. Consumer loyalty is vital to any business. If

your clients are satisfied they will probably buy more from you or from you all the more

regularly (Morrison & O‟Mahoney, 2002).

In addition to atmosphere, service quality has been found to be a significant

Factor in determining customer satisfaction and their return intentions. Yuksel and Yuksel

(2002) found that service quality had the most significant effect on dining satisfaction at

the aggregate market level.

Part 3. Have the needs of the lot loaners/buyers of Trece Martires Memorial Park been
met?

Table 3.
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Republic of the Philippines
Region IV-A CALABARZON
Department of Education
Division of Cavite
Trece Martires City Senior High School

Statement of the problem Descriptive Statement

- Have the needs of the lot loaners/buyers - The participants said. Yes, they

of Trece Martires Memorial Park been are fast handling everything.

- Yes, they follow our wishes and
met?
act quickly.

As can be seen in table 3, the participant stated that. Yes, they are fast handling

everything and yes, they follow the customer’s wishes. Trece Martires Memorial Park

(TMMP) play their role in providing good services and meet the expectation and services

needed of buyers. As indicated by Peters and Pikkemaat (2005), the employees play a

major role in en-suring that customer needs are met. A successful employee evaluation

project will ensure that the management streamlines the conduct of employees while

serving customers. Therefore, managers should use the feedback from customers to

assess the competency of the employees. Moreover, such information could be used to

define the elements of an ideal employee.

Nurminen (2007) discovered that cost is not the main reason that causes

dissatisfac-tion of customers. Basically, customer dissatisfaction is mostly caused by

offering low quality products and services to customers. Customer satisfaction assumes

an imperative part of your business. Not only is it the main pointer to quantify client un-

waver-ingness, but also a key purpose of separation that helps you to draw in new clients

in focused business situations (Nurminen, 2007).

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Republic of the Philippines
Region IV-A CALABARZON
Department of Education
Division of Cavite
Trece Martires City Senior High School

It is worth noting that satisfaction is relative to different customers. As indicated

by many researchers, some customers may not appreciate some services as much as oth-

ers would. Subsequently, cultural differences may prompt the Trece Martires Memorial

Park to customize their services to fit the cultural practices of a specific customer. For

example, a customer visiting Trece Martires Memorial Park (TMMP) from other province

may have different prefer-ences as compared to customers from other memorial park

services.

Therefore, the memorial park should have adaptive employees who can learn the

preferences of different customers and meet their needs accordingly. Thus, consumer

loyalty is the aftereffect of learning the needs of a customer and offering services in a

customized way (Tsiotsou & Goldsmith, 2012).

Service quality and customer satisfaction are inarguably the two core concepts

that are at the crux of the marketing theory and practice (Mackoy, 1996). In today’s world

of intense competition, the key to a sustainable competitive advantage lies in delivering

high quality service that results in satisfied customers (Shemwell et al., 1998).
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Republic of the Philippines
Region IV-A CALABARZON
Department of Education
Division of Cavite
Trece Martires City Senior High School

CONCLUSION

Based on observations, interview, results and discussion made by the researchers

the objectives were obtained. The Insight of the Lot Loaners/Buyers to the Services of

Trece Martires Memorial Park encountered different perception in kind of services of

Trece Martires Memorial Park. As the perception of importance of customer satisfaction

have grown in the business world, studies on customer satisfaction have been constantly

performed. The purpose of this study was to explore those attributes that customers

perceive as “meet their expectation level” in their selection of a university dining facility,

and to determine the influence of food quality, service quality, atmosphere, price and

value, and convenience on customer satisfaction, return intention, and word-of-mouth

endorsement. This study clarified that service quality has the most critical impact in

determining customer satisfaction. This result provide a good implications to the Trece

Martires Memorial Park service operators that they have to meet or exceed their customer

expectation in order to satisfied their customers, increase their return intention, and

increase word-of-mouth endorsement as well.

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Republic of the Philippines
Region IV-A CALABARZON
Department of Education
Division of Cavite
Trece Martires City Senior High School

RECOMMENDATIONS

Based on conclusion, the Trece Martires Memorial Park should gave more effort

and more affordable Lots for the buyers. The results of the study will lessen the case of

the buyers to think wisely in buying a Lot in Trece Martires Memorial Park. This study

makes the future buyers of Trece Martires Memorial Park can think wisely.

These findings suggest some important implications for those who are willing to

inquire to Trece Martires Memorial Park.

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Republic of the Philippines
Region IV-A CALABARZON
Department of Education
Division of Cavite
Trece Martires City Senior High School

REFERENCE LIST
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Republic of the Philippines
Region IV-A CALABARZON
Department of Education
Division of Cavite
Trece Martires City Senior High School

APPENDICES