The Level of Customer Satisfaction On The Service Quality of MSC of PNR PDF

PO LYTECHNIC UNIVERSITY O F THE PHILIPPINES
Philippine Copyright 2016

by Edwin Stefano C. Perez
and the Graduate School
Polytechnic University of the Philippines
All rights reserved. Portions of this manuscript may be reproduced with proper
referencing and due acknowledgement of the author.
THE LEVEL OF CUSTOMER SATISFACTION ON THE SERVICE

QUALITY OF METRO SOUTH COMMUTER OF
PHILIPPINE NATIONAL RAILWAYS
A Thesis
Presented to the faculty of the Graduate School
Sta. Mesa, Manila
In partial fulfillment
of the Requirements for the Degree
Master of Science in Industrial Engineering and Management
by
EDWIN STEFANO C. PEREZ
2016
i
CERTIFICATION
This thesis entitled THE LEVEL OF CUSTOMER SATISFACTION ON THE

SERVICE QUALITY OF METRO SOUTH COMMUTER OF PHILIPPINE
NATIONAL RAILWAYS prepared and submitted by EDWIN STEFANO C. PEREZ
in partial fulfillment of the requirements for the degree MASTER OF SCIENCE IN
INDUSTRIAL ENGINEERING AND MANAGEMENT has been examined and
recommended for Oral Examination.
Evaluation Committee
ENGR. GUILLERMO O. BERNABE

Adviser
ENGR. RHODORA N. BULURAN DR. BEN B. ANDRES

Member Member
_________________________________________________________________
APPROVAL
Approved by the Panel on Oral Examination _____________ with the grade

of ___________.
DR. BEN B. ANDRES

Chair
ENGR. RHODORA N. BULURAN DR. VICKY S. CRUZ

Member Member
Accepted in partial fulfillment of the requirements for the degree Master of

Science in Industrial Engineering and Management
DR. CARMENCITA L. CASTOLO

Dean
Date of Passing the Comprehensive Examinations: ______________
ii
CERTIFICATION OF ORIGINALITY
This is to certify that the research work presented in this thesis entitled “THE
LEVEL OF CUSTOMER SATISFACTION ON THE SERVICE QUALITY OF METRO
SOUTH COMMUTER OF PHILIPPINE NATIONAL RAILWAYS” for the degree
Master of Science in Industrial Engineering and Management at the Polytechnic
University of the Philippines embodies the result of original and scholarly work
carried out by the undersigned. This thesis does not contain words or ideas taken
from published sources or written works that have been accepted as basis for the
award of a degree from any higher education institution, except where proper
referencing and acknowledgement were made.

Researcher
iii
ACKNOWLEDGMENTS
rima facea, the researcher is truly grateful to the Lord our God for the good
health and well-being that were necessary to complete his thesis. He would also
like to express his sincere admiration and thankfulness to the following persons:
o the thesis adviser, Engr. Guillermo Bernabe, for sharing expertise, and sincere
and valuable guidance and encouragement extended to him. His office was always
open whenever the researcher ran into trouble spot or had a question about the
research.
o the thesis evaluation committee, Dr. Ben Andres, Dr. Vicky Cruz, Engr.
Rhodora Buluran, and Dr. Desserie Maynes, for their valuable comments and
suggestions to complete this thesis and become more meaningful. Without them,
this study could not have been possible.
o all of the faculty members and to our dean, Dr. Carmencita Castolo, for their
help and support.
o the Philippine National Railways Family, for allowing him to use the company
as the subject of the research. Without their passionate participation and inputs,
this thesis could not have been successfully conducted.
o his family, friends and to his partner for providing him with unfailing support and
continuous encouragement throughout the years of study and through the process
of researching and writing this thesis.
astly, to one and all, who directly or indirectly, have lent their hands in this
venture,
hank you.
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ABSTRACT
Title : The Level of Customer Satisfaction on the Service

Quality of Metro South Commuter of Philippine National
Railways
Researcher : Edwin Stefano C. Perez
Degree : Master of Science in Industrial Engineering and

Management
Institution : Polytechnic University of the Philippines
Adviser : Engr. Guillermo O. Bernabe
The Problem
The main objective of the study was to assess the level of customer
satisfaction on the service quality of the Metro South Commuter of Philippine
National Railways. Likewise, the result will be used as baseline performance and
basis for further improvement efforts toward quality service of train operation.
Research Methodology
The study used the descriptive survey method for accurate and valid
representation of variables in the research of the customer satisfaction on the
service quality of Metro South Commuter of Philippine National Railways. This
method was designed to conduct measurements and assessments obtained from
the respondents. Descriptive method is the common means of obtaining information
by construction of the survey questionnaires, personal interviews and subjected to
various procedures.
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Findings
Based on the data gathered, the following findings were drawn:
Majority of the respondents were aged 15-24 with 43% and the least were the
65+ with only 1%. In terms of gender, female respondents were more than male
respondents with 53%. In terms of civil status, it was dominated by single with a
respondent of 272 out of 400 or 68%. While in the social class, lo-mid income
laborers were 196 or 49% of the total respondents. In terms of distance from
residence to the station, majority of the respondents resided in more than 10kms.
33% of the respondents rode the train service 5-7 times a week. Lastly, majority of
the purpose of the respondents were going to work with 52% and the least was to go
shopping with 6%.
After all the scores per service attributes were obtained, the overall customer
satisfaction level was computed. It showed that the overall average of the five
service attributes was 3.50 or equivalent to “Somewhat Satisfied”. Specifically, in
terms of the timeliness, the weighted mean was 3.42 of somewhat satisfied and the
journey time given the distance travelled was less high with a weighted mean of 3.54
or equivalent to Satisfied. In the safety and security, it achieved a satisfied level with
a weighted mean of 3.63.The presence of security personnel had the highest score
under this service with a weighted mean of 3.76. The ticketing service got the
highest weighted mean on all the five service attributes. It had a score of 3.93 but
still within the satisfied level. It was because of the fare price of the train service
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which achieved the highest score of 4.28. In terms of the Accessibility and Comfort
of Facilities, it received the lowest score on all the five service quality with a
weighted mean of 3.13 but still within the somewhat satisfied. The temperature on
train got the lowest score with only 2.66 while the highest under this service attribute
was the ease on accessing the train station with a weighted mean of 3.44, a little
higher on the cleanliness of the station and trains with a weighted average of 3.40.
The Information and Customer Service got a weighted mean of 3.39 or equivalent to
somewhat satisfied. It clearly showed that the respondents were satisfied on the
willingness of station and train staff to help with a weighted average of 3.62. But the
service still lacked in availability of information about service delays which only
scored of 3.21 or equivalent to somewhat satisfied.
Based on the results, P-values of the mean assessment of the respondents
toward the level of customer satisfaction when grouped according to gender, social
class, and trip purpose for all the service attributes were higher that the level of
significance of 0.05. On the other hand, when grouped according age, P-value for
the Information and Customer Service was less than the level of significance but for
all the other service attributes, p-values were all higher than 0.05. In grouped
according to Civil Status, the p-values of all the service attributes were higher than
the level of significance except the ticketing service which was lower than 0.05.
While in the profile of distance from residence to the station, the services: timeliness
and safety and security had a p-value of higher than the level of significance while
the other services were lower than 0.05. Lastly, in the frequency of use, almost all
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the services, except the ticketing service, were lower than the level of significance of
0.05.
Conclusions
Based on the findings of the study, the following conclusions were drawn:
The respondents were 15-24 years old and were dominated by female. The
civil status of most of the respondents was single and they belonged to the lo-mid
income class. The respondents resided more than 10kms away from the station
where they were surveyed. Respondents rode Metro South Commuter Service 5-7
times a week and they used it for the purpose of going to work.
The findings revealed that the respondents were somewhat satisfied on the
turning up time of trains and on the frequency of the train service. While they felt
satisfied on the journey time given the distance travelled. Overall, respondents were
somewhat satisfied on the timeliness of Metro South Commuter Service.
It was also found out that the respondents were satisfied on their safety
whenever they were at the train stations and on the presence of security personnel.
However, they were only somewhat satisfied on their safety when they were inside
the train. Overall, the respondents were satisfied on the safety and security of the
Metro South Commuter Service.
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Respondents were satisfied on purchasing train tickets, use of paper ticketing
and on the fare price. This showed that overall the respondents were satisfied on the
ticketing service of the Metro South Commuter.
The respondents’ reaction on the Accessibility and Comfort of Facilities were
somewhat satisfied. They felt the same on the ease of accessing the train station,
comfort at the train stop, temperature inside the train and on the cleanliness of the
train stations, which were somewhat satisfied.
The findings showed that the respondents were somewhat satisfied on the
availability of arrival information for the train, availability of information about service
delays and ease of finding info of routes, stops, timetable, etc. However, they were
satisfied on the willingness of station and train staff to help. This denotes that
overall, the respondents were somewhat satisfied on the information and customer
service.
The findings revealed that there was no significant difference on the
timeliness, safety and security, ticketing, and accessibility and comfort of facilities in
the level of customer satisfaction when they were grouped according to age.
However, the information and customer service had significant difference.
The findings revealed that on all the services: timeliness, safety and security,
ticketing, accessibility and comfort of facilities, and on the information and customer
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service, there was no significant difference in the level of customer satisfaction when
they were grouped according to gender.
The findings revealed that there was no significant difference on the
timeliness, safety and security, accessibility and comfort of facilities and on the
information and customer service in the level of customer satisfaction when they
were grouped according to civil status. However, the ticketing services had
significant difference.
ticketing, accessibility and comfort of facilities and on the information and customer
they were grouped according to social class.
The findings revealed that there was no significant difference on the ticketing
services, accessibility and comfort of facilities, and on the information and customer
service in the level of customer satisfaction when they were grouped according to
the distance from residence to the station. However, the timeliness, and safety and
security had significant difference.
The findings revealed that there was no significant difference on the ticketing
services in the level of customer satisfaction when they were grouped according to
the frequency of use of the train service. However, the timeliness, safety and
x
security, accessibility and comfort of facilities and on the information and customer
service had significant difference.
ticketing, accessibility and comfort of facilities and on the information and customer
they were grouped according to the trip purpose.
Recommendations
Based on the drawn conclusions, the following are the recommendations:
The management should look into the punctuality of the trains. It is also
necessary for the company to acquire new trains considering that the trains they are
using are very old and are already obsolete in the market. This will increase the
reliability and frequency of their trains and will assure the passengers that they will
arrive on their destinations on-time. They should also properly manage and maintain
their existing rail tracks. If these tracks are improved, trains can be operated at a
faster speed which translates a lesser time on travelling and it will become more
efficient rail service.
In spite of the fact that the respondents were satisfied on their safety and
security, the management should still provide better service and security to its
facilities. They must provide a roving security personnel on trains and on stations.
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Though it is the highest scoring attribute, the management can still improve
its ticketing service by introducing an Automated Fare Collection System. Automated
fare collection is a revolutionary, streamlined solution for many potential issues
associated with the manual collection of fares.
The PNR Management should look into the improvements of its facilities.
Having the lowest score on all the service attributes, they need to provide proper
shelter and seating for the passengers and with special needs. Also, the trains,
having a considerable low score, they should properly maintain the trains so it can
provide a comfortable temperature. Considering that railway is a mass
transportation, it should not neglect the comfortability of its passengers while on train
or on the stations. There are studies that travelers who tend to make frequent trips
by public transportation demonstrate higher probability of satisfaction with
accessibility, which could be the point of interest to transit service providers.
The management should provide all necessary information about their
services for their passengers. They can use public announcements every time there
is a delay on the arrival of train. They should have policies on how to properly inform
the passengers and when it should be announced. They should also provide
informative posters so that passengers can easily be informed on the price,
schedules and notices on their train service. Personnel should maintain their attitude
towards helping the passengers. This service attribute can be improved without
spending huge amount of money.
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This study identified, described, and measured satisfaction of Metro South
Commuter as perceived by the passengers. The most critical implication of this
paper was the identification of the overall level of customer satisfaction of the train
service. These findings will allow decision makers and governmental bodies to direct
their efforts towards improving the items that were identified with low satisfaction.
Yet, further research in this domain is encouraged. In particular, it may be useful to
target car users, to find out their needs and preferences, and explore the potentials
for a modal shift towards transit. Although this study was specific to the train service
of Philippine National Railways, its results could be applicable and beneficial to other
railway lines and operator who share similar characteristics, components,
infrastructure and similar services. It may be useful to perform similar research in
other lines for comparison purposes.
In general, it is necessary to increase user satisfaction through improving the
public transport system of the Metro South Commuter of Philippine National
Railways. These improvements will make the cities which benefit from the service
more sustainable and reduce the use of private cars in the future. High quality transit
services will maintain existing users and attract new passengers.
Nonetheless, public transport system enhancements will lead to resolving
problems such as: traffic congestion, accidents, traffic noise, air pollution, and fuel
consumption.
xiii
TABLE OF CONTENTS
Page
TITLE PAGE ..................................................................................... ………….. i
CERTIFICATION AND APPROVAL SHEET ...................................................... ii
CERTIFICATION OF ORIGINALITY .................................................................. iii
ACKNOWLEDGMENTS .................................................................................... iv
ABSTRACT ........................................................................................................ v
TABLE OF CONTENTS ..................................................................................... xiv
LIST OF TABLES............................................................................................... xvi
LIST OF FIGURES ............................................................................................ xviii
Chapter 1 THE PROBLEM AND ITS BACKGROUND
Introduction ................................................................................... 1
Background of the Study .............................................................. 3
Theoretical Framework ................................................................. 6
Conceptual Framework ................................................................ 11
Statement of the Problem ............................................................. 13
Hypothesis of the Study ……………………………………………... 14
Scope and Limitations of the Study ............................................. 15
Significance of the Study .............................................................. 15
Definition of Terms ....................................................................... 16
Chapter 2 REVIEW OF RELATED LITERATURE AND STUDIES
Foreign Literature ......................................................................... 19

Local Literature ............................................................................. 26
Foreign Studies ............................................................................ 31
Local Studies ................................................................................ 44
Synthesis of the Reviewed Literature and Studies……………… .. 47
xiv
Chapter 3 RESEARCH METHODOLOGY
Method of Research ..................................................................... 49

Population, Sample Size and Sampling Technique………………. 49
Description of Respondents ......................................................... 51
Research Instrument .................................................................... 52
Data Gathering Procedure............................................................ 53
Statistical Treatment of the Data .................................................. 53
Chapter 4 PRESENTATION, ANALYSIS, AND

INTERPRETATION OF THE DATA
Profile of the Respondents ........................................................... 57
Level of Customer Satisfaction on the Service Quality of

Metro South Commuter of Philippine National Railways
as perceived by the respondents .......................................... …… 64
Significant Difference in the Level of Customer Satisfaction

in terms of the five service attributes
when they are grouped according to profile .................................. 70
Chapter 5 SUMMARY, FINDINGS, CONCLUSIONS AND

RECOMMENDATIONS
Summary ...................................................................................... 81
Findings ........................................................................................ 81
Conclusions .................................................................................. 84
Recommendations........................................................................ 88
BIBLIOGRAPHY ................................................................................................ 91
APPENDICES
Appendix 1 Request Letter ...................................................................... 98

Appendix 2 Survey Questionnaire ........................................................... 99
Appendix 3 Curriculum Vitae .........................................…………………. 101
Appendix 4 Certification for Editing ......................................................... 105
xv
LIST OF TABLES
Number Title Page
1 Frequency and Percent Distribution

of the Respondent-Passengers
in terms of Age ……………………………………………………….. 57

in terms of Gender ….……………………………………………….. 58

in terms of Civil Status ……………………………..……………….. 59

in terms of Social Class …………………………..…………………. 60

in terms of Distance from Residence to the Station …………….. 61

in terms of Frequency of Use ………………………………………. 62

in terms of Trip Purpose ……………………………………………. 63
8 Level of Customer Satisfaction on the Service Quality of

as perceived by the Respondents
in terms of Timeliness ………………………………….. ………….. 64

in terms of Safety & Security ……………………………………….. 65
xvi

in terms of Ticketing …. …………………………………………….. 66

in terms of Accessibility & Comfort of Facilities …………………….. 67

in terms of Information & Customer Service …………...…………. 69
13 Significant Difference in the Level of Customer Satisfaction

when they are grouped according to Age ….……………………… 71

when they are grouped according to Gender …………………….. 72

when they are grouped according to Civil Status ………………… 74

when they are grouped according to Social Class ………………. 75

when they are grouped according to the
Place of Residence from the Station ……………………………… 77

when they are grouped according to Frequency of Use…………. 78

when they are grouped according to Trip Purpose………………. 80
xvii
LIST OF FIGURES
Number Title Page
1 Confirmation and Disconfirmation Theory ............. …… 10
2 Research Paradigm…………………………………….. .. 11
xviii
POLYTECHNIC UNIVERSITY OF THE PHILIPPINES 1
Chapter 1
THE PROBLEMS AND ITS BACKGROUND
Introduction
The quality of passenger services is one of the major concerns of a railway
operator. For transit agencies, like PNR, and in other service industries,
increases in customer satisfaction translate into retained markets, increased use
of the system, newly attracted customers, and a more positive public image. To
accomplish these ends, public transit needs reliable and efficient methods for
identifying the determinants of service quality from the customers' perspective.
Customer satisfaction measurement allows an organization to understand
the key drivers that create satisfaction or dissatisfaction; and what is really
driving their satisfaction during a service experience. When customers pay
money to buy a service he has some minimum expectations from the transaction.
These expectations from the purchase have to be met substantially, if not entirely
for the customer to become a loyal customer of the service. These expectations
are fulfilled of a promises--quality, fair price, availability, after sale services,
complaints handling process, information, and variety etc. the customers are
demanding high quality of services and low prices or charges. Better quality for
the same cost is the motto of the customers. Sometimes they are prepared to
overlook inconveniences also to avail better services at a low cost.

Railways are considered as one of the most efficient land transportation of
present time. Its vast capacity to accommodate passengers has been the
building block of society. In history, railways had been a big participant for
economic improvement and civilization. At present, it is still recognized as the
easiest and fastest mode of transportation. Its large capacity, high safety level,
and hassle free from traffic are some of benefits enjoyed by the society.
However, railways are still colored with various problems needed to be
addressed. Some of which are delays, poor facilities, unclear travel plans, and
limited sustainable cabin condition. Such mentioned issues are disadvantageous
to commuters and can even result to harm and danger. The decreasing condition
of quality service was the focal point of this study for the betterment of the
railway system.
Such mentioned facts paved way for the herein author to conduct this study
about customer satisfaction. The primary focus of this study was to measure
customer satisfaction and to develop transit agency performance measures in
response to research findings. These are key elements of an ongoing customer
satisfaction monitoring process. It intended to analyze the relationship of issues-
at-hand to possible solutions. This study provided possible solutions and
proposal for the improvement of the Metro South Commuter of Philippine
National Railways.
In addition, this research/survey carried out a transparent and objective
customer satisfaction survey to determine the Corporation’s execution of its
mandate and to determine levels of customer satisfaction and how it may be
improved. This survey assessed the customers’ overall satisfaction and
perception on PNR’s operation, whether their service expectations are being met
by the Corporation.
Background of the Study
The Philippine National Railways or Pambansang Daambakal ng Pilipinas in
Tagalog, or PNR, is a state-owned railway company in the Philippines. It started
its operation on November 24, 1892 as the Ferrocarril de Manila-Dagupan with a
195 kilometer strip of railroad line under a royal decree issued by King Alfonso
XII of Spain, during the Spanish colonial period. The advent of the railroad
brought a new era of progressive activities in Northern Luzon.
It was a short lived occasion for rejoicing however, when the outbreak of
Filipino insurrection interfered with railway operations. The Filipino revolt against
the Spain was followed by resistance to another alien power, the Americans
whose forces brought down the famed Spanish Armada to its knees. The U. S.
Military authorities seized control of the railroad in 1898 and operated sections of
the lines that fell into the hands of their advancing armies. Caught in the midst of
war, the railroad suffered considerable losses.

Later on, it became the Manila Rail Road Company during the American
colonial period. The MRR was eventually nationalized in January 1917, with the
Philippine government paying ₱8 million to the company's owners and assuming
₱53.9 million in outstanding debt.
During the 1920s, the MRR embarked on a general program of
improvements as a result of operating surpluses accrued over much of the
decade. The ₱30 million program allowed for the extension of railway service on
the North Main Line from Dagupan to San Fernando in La Union, the extension
of the South Main Line to Legazpi in Albay, and the construction of several spur
lines. Regular direct service between Manila and Legazpi was later inaugurated
in January 1938, and by 1941, the MRR operated 1,140.5 kilometers (708.7
miles) of track.
On December 14, 1941, at the start of World War II, the MRR was put under
U.S. military control, and on December 30, the MRR management was ordered
to allow U.S. military forces to destroy network infrastructure, resulting in very
extensive damage to train facilities and right of way. Coupled with further
damage during the Japanese occupation of the Philippines, where the Imperial
Japanese Army operated services on a very limited basis using whatever could
be salvaged, and further fighting in the American liberation of the Philippines a
few years later, damages to railroad property amounted to around ₱30 million. By
the end of the war, only 452 kilometers (281 mi) were operational, largely as a
result of the United States Army performing temporary repairs on railroad
infrastructure for military purposes. MRR property was later returned to the
Philippine government on February 1, 1946.
Following the war, the MRR was able to restore limited services, using
surplus military equipment and payments made by the U.S. Army for use of
railway facilities in the Philippines Campaign. By July 1, 1947, funded by a ₱20
million rehabilitation allocation set aside by the Philippine government, around
75% of the entire railway network prior to 1941 was rehabilitated. By 1951, with
the MRR receiving ₱3 million in war reparations funds, 941.9 kilometers (585.3
mi) of track, representing 82.5% of the total railway network prior to 1941, was in
operation.
Later in the 1950s, the MRR fleet of trains was converted from steam to
diesel engines, and by the virtue of Republic Act No. 4156, “AN ACT CREATING
THE PHILIPPINE NATIONAL RAILWAYS, PRESCRIBING ITS POWERS,
FUNCTIONS AND DUTIES, AND PROVIDING FOR THE NECESSARY FUNDS
FOR ITS OPERATION”, the Manila Railroad Company (MRR) becomes the
modern-day Philippine National Railways.
The PNR is mandated to become a factor for socio-economic development
and growth, shall be part of the infrastructure program of the government and, as
such, shall remain in and under government ownership during its corporate
existence. The PNR must be administered with the view of serving the interest of
the public by providing them the maximum of service and, while aiming at its
greatest utility by the public, the economy of operation must be ensured so that
service can be rendered at the minimum passenger and freight prices possible.
The Philippine National Railways currently operates two commuter lines, in
Metro Manila and in Bicol Region. In Metro Manila, the Metro South Commuter
(also MSC), which was formerly called Commuter Express (also Commex),
servicing mostly the commuters Metro Manila area. It has 25 stations starting
from their depot at Tutuban up to Calamba, Laguna. The other stations are
located in Blumentritt, Laon-laan, España, Sta. Mesa, Pandacan, Paco, San
Andres, Vito Cruz, Buendia, Pasay Rd., EDSA, Nichols, FTI, Bicutan, Sucat,
Alabang, Muntinlupa, San Pedro, Pacita, Biñan, Sta. Rosa, Cabuyao, Mamatid
and Calamba. The PNR presently uses GE locomotives such as 900 Class, 2500
Class, and 5000 Class to haul donated electric-multiple units from Japan Railway
East. As well as procured 3 train sets from the originally 6 train sets Hyundai
Rotem Diesel Multiple Unit. Metro South Commuter service is the cheapest way
of transportation that cost an average of ₱0.71 per kilometer. Currently, MSC
makes 42 trips on regular days, with hourly services during off-peak and 30-
minutes interval during peak hours.
Theoretical Framework
The foundation for satisfaction lies in mankind’s ability to learn from
previous experiences. Likewise, user’s preferences are constantly being updated

by way of the learning process. Learning theory posits that “…a given response
is strengthened either positively or negatively to the extent that is followed by a
reward. Reward, in turn, leads to an evaluation that the purchase or achievement
was satisfactory… and hence it can exert an effect on brand beliefs and attitude.
The probability of engaging in a similar buying act or continuance in a housing
scheme will be increased if there are positive consequences in the act of
purchase”, use of the unit and vice versa.
Satisfaction is a concept that has appeared in many fields such as in office
evaluation by employee satisfaction, hospital evaluation by patient satisfaction,
and site evaluation by visitor satisfaction amongst others. However, satisfaction
has been fundamental to the marketing concept for over three decades; as the
most extensive use of satisfaction has been in literature concerned with customer
satisfaction. Day claims that “while everyone knows what satisfaction means, it
clearly does not mean the same thing to everyone”. Initial conceptualization of
user’s satisfaction views it as a “single variable which involves a single evaluative
reaction from users”, which may or may not be related to pre-evaluation
concepts. Further conceptualization of satisfaction, notes that “…satisfaction is a
kind of stepping away from an experience and evaluating it… One could have a
pleasurable experience that caused dissatisfaction because even though it was
pleasurable, it was not as pleasurable as it was supposed to be; so satisfaction is
not an emotion, it is the evaluation of the emotion”. Various empirical researches
show that there is significant and positive relationship in service quality and
customer satisfaction. Berry (1990) mentioned that there are ten 'Quality Values'
which influence satisfaction behavior i.e. Quality, Value, Timeliness, Efficiency,
Ease of Access, Environment, Inter-departmental Teamwork, Front line Service
Behavior, Commitment to the Customer and Innovation. However, customers
have different levels of satisfaction as they have different attitudes and
experiences as perceived from the company.
The most generally acknowledged conceptualization of user satisfaction
concept is the expectancy disconfirmation theory. Expectancy disconfirmation
theory was developed by Oliver, who proposed that a user’s satisfaction level is a
result of the difference “between expected and perceived product performance,
and expectations as predictions of future performance”. According to
confirmation and disconfirmation theory customers’ expectations about services
and service perception experience has plying vital role in customer satisfaction.
Early satisfaction research defined satisfaction as a post-choice evaluative
judgment concerning a specific purchase decision and satisfaction as an
outcome of disconfirmation. The expectation disconfirmation theory suggested
that satisfaction is determined by the intensity and positive or negative direction
of the gap between expectations and perceived performance.
Customers’ expectations are beliefs about service delivery that function as
standard or reference point against which performance is judged. Customers
compare their perceptions of performance with their expectations and reference

point when evaluating service quality. Parasuraman et al. (1988) defined
expectation as “desires of wants of customers” the expectations component was
designed to measure customers’ normative expectations and it is similar to the
ideal slandered in customer satisfaction and dissatisfaction. Expectations serve
as standards with which subsequent experiences are compared; it is result of
previous experience about service also. There are five types of expectations:
Ideal expectations (desired by customer according to their need and hopes),
Normative ‘should’ expectations (is normal expectations it should be fulfill by
service provider), Experience based expectations (this expectation is based on
former experience and knowledge about particular service), Acceptable
expectations (It is expectation that can be fulfilled by service providers naturally
and adequate level) and Minimum tolerable expectations (it is minimum level of
expectations, there is very low level of zone tolerance in expectation and
perception).
Customers’ perception is another element playing a significant role in the
determination of customers’ satisfaction. Satisfaction influence by perception of
service quality, price, and other personal expectations regards to service. It is a
judgment that, a product or service feature, or the product or service itself,
provides a pleasurable level of consumption related fulfillment. Moreover,
disconfirmation of expectations may have an asymmetrical effect, such that
negative disconfirmation is more impactful than positive disconfirmation.
However, customer satisfaction is based not only on the judgment of customers

towards the reliability of the delivered service, but also on customers’
experiences with the service delivery process. In other words, customers who
appreciate the core and relational dimensions of service quality provided by a
service provider are likely to be satisfied with the services offered by that service
provider.
EXPECTATIONS PERCEPTION
(E) (P)
COMPARISON
E>P E = P or E < P
DISCONFIRMATION CONFIRMATION
DISSATISFACTION SATISFACTION
Figure 1: Confirmation and Disconfirmation Theory

Source: Adopted from Boshoff, C’s (1997)
Customer satisfaction is strongly linked to impressions of performance,
satisfaction and switching barriers are assumed to be the most important
antecedents of repurchase behavior, or the intension to repurchase a good or
service. Smith and Houston (1982) mentioned that satisfaction with services is
related to confirmation or disconfirmation of expectations and satisfaction is
related to the size and direction of the disconfirmation experience where

disconfirmation is related to the person's initial expectation. However, the
satisfaction of consumers depends not only on how the service provider
performs, but also on how the consumer performs. By contributing information
and physical and mental effort, consumers contribute directly to their own
satisfaction.
Conceptual Framework
INPUT PROCESS OUTPUT

1. Demographic profile of the Presentation, Identified the demographic
respondents: Analysis and profile of the respondents
1.1 Age Interpretation of
1.2 Gender Data gathered
1.3 Civil Status thru Identified the level of
questionnaires customer satisfaction on the
1.4 Social Class
service quality of Metro
1.5 Distance from Residence South Commuter of
to the Station Philippine National Railways
1.6 Frequency of Use as perceived by the
1.7 Trip Purpose respondents in terms of the
2. The level of customer five service attributes.
satisfaction on the service
quality of MSC of PNR in Recommendations to further
terms of: improve the level of customer
2.1 Timeliness satisfaction on the service
2.2 Safety & Security quality of Metro South
2.3 Ticketing Commuter of Philippine
2.4 Accessibility & Comfort of National Railway
Facilities
2.5 Information & Customer
Service
FEEDBACK
Figure 2: Research Paradigm

This study used the Input-process-output (IPO) model. A graphical
representation of all the factors that make up a process. An input-process-output
diagram includes all of the materials and information required for the process,
details of the process itself, and descriptions of all products and by-products
resulting from the process. It is the widely used approach in systems analysis for
describing the structure of an information processing program or other process.
The inputs were the demographic profile of respondents in terms of age,
gender, civil status, social class, distance from residence to the station,
frequency of use and trip purpose, and the level of customer satisfaction on the
service quality of Metro South Commuter of Philippine National Railways as
perceived by the respondents in terms of timeliness, safety & security, ticketing,
accessibility and comfort of facilities and the information & customer service.
The data were gathered thru survey using questionnaire and clearly
presented, analyzed and interpreted. Furthermore, the researcher distinguished if
there was a significant difference in the level of customer satisfaction on the
service quality of Metro South Commuter of Philippine National Railways in terms
of the five attributes as perceived by the respondents when they are grouped
according to profile.
For the output variables, the study identified the demographic profile of the
respondents and the level of customer satisfaction on the service quality of Metro
South Commuter of Philippine National Railways as perceived by the
respondents in terms of the five service attributes.
Statement of the Problem
The main objective of the study was to identify the level of customer
satisfaction on the service quality of Metro South Commuter of Philippine
National Railways.
Specifically the study aimed to seek answers to the following sub problems:
1. What is the profile of the respondents in terms of the following?
1.1 Age;
1.2 Gender;
1.3 Civil Status;
1.4 Social Class;
1.5 Distance from Residence to the Station;
1.6 Frequency of Use; and
1.7 Trip Purpose.

2. What is the level of customer satisfaction on the service quality of Metro
South Commuter of Philippine National Railways as perceived by the
respondents in terms of the following service attributes?
2.1 Timeliness;
2.2 Safety & Security;
2.3 Ticketing;
2.4 Accessibility & Comfort of Facilities;
2.5 Information & Customer Service.
3. Is there a significant difference in the level of customer satisfaction on the
service quality of Metro South Commuter of Philippine National Railways in
terms of the five attributes as perceived by the respondents when they are
grouped according to profile?
Hypothesis of the Study
The hypothesis was tested using 0.05 as margin of error:
1. There is no significant difference in the level of customer satisfaction on the
service quality of Metro South Commuter of Philippine National Railways in
terms of the five attributes as perceived by the respondents when they are
grouped according to profile.

Scope and Limitations
This study is limited to the preparation of questionnaires, conduct of survey and
evaluation of data gathered. The study was focused only in the train service of
the Metro South Commuter Train from Tutuban to Alabang. The target
respondents were the passengers waiting at the station for the train to arrive.
Significance of the Study
The researcher strongly believed that the findings gained from this study
would be beneficial and of great help to all concerned stakeholders. Specifically,
this study is deemed to benefit the following:
The Philippine National Railways because the result of this study can be
used as a guide to identify what the management should prioritize to improve its
train service. This study can also become a basis of its agency-performance
measures.
The train passengers because the outcome of this study can help to
express their perception on the train service and can push the management to
improve based on the requirement of the passengers.
Other stakeholders especially the National Government because the
service of the Philippine National Railways, as a Government Owned and
Controlled Corporation, is a reflection of the effectivity of the government in
addressing the needs in transportation of its people. If the majority of the

passenger complaints on the service of a government agency are ignored, this
can result in the failure of efforts and a depletion of support and validity of all
government.
The Future Researchers. This study identified, described, and measured
satisfaction of Metro South Commuter as perceived by the passengers. The most
critical implication of this paper was the identification of the overall level of
customer satisfaction of the train service. These findings will allow decision
makers and governmental bodies to direct their efforts towards improving the
items that were identified with low satisfaction. Yet, further research in this
domain is encouraged. This study will serve as foundation for follow-up work to
further enhance this study. The study will serve as reference for those who intend
to develop
Definition of Terms
For the sake of clarification, the researcher has utilized some terminologies
according to their use in the study. The following terms are defined for further
explanation:
Accessibility – It is evaluated through the ease of accessing the train station
and its facilities, and ease of getting on/off the train.
Cleanliness – Cleanness is evaluated through the train interior cleanness,
cleanness at station and train exterior cleanness.

Comfortability – Passenger comfort is evaluated through the shelter and seating
at the station while passengers wait for the arrival of the train, train temperature
and personal space inside the train.
Customer Satisfaction – The degree of satisfaction provided by the goods or
services of a company as measured by the number of repeat customers. It was
defined through the five service attributes (timeliness, safety & security, ticketing,
accessibility & comfort of facilities and, information & customer service) which
was evaluated by the passengers.
Customer service – It is evaluated through the willingness to help, knowledge
on the operation and presentation of train and station personnel.
Facilities – something that is built, installed or established, which includes trains
and stations, to serve the riding public of PNR
Fare – the fee paid by a passenger allowing him or her to ride the Metro South
Commuter Train. It varies depend on the distance travelled.
Information – Passenger information is evaluated through information given
during trip, at the stations and prior to the trip.
Metro South Commuter Train (MSC) – The commuter train service of Philippine
National Railways in Greater Manila Area. Originally running from Tutuban,
Manila to Calamba, Laguna. MSC operates only up to Alabang, Muntinlupa but
as of this study.
Philippine National Railways (PNR) – It is a Government-Owned and
Controlled Corporation which is mandated to be administered with the view of
serving the interests of the public by providing them the maximum of service and,
while aiming at its greatest utility by the public, the economy of operation must be
ensured so that service can be rendered at the minimum passenger and freight
prices possible. This agency owns and operates the Metro South Commuter
Train.
Safety and security – Safety is evaluated through safety during trip and safety
at stations. And security is evaluated through the things done to make people or
places safe and protected from harm.
Service Attributes – Identified variables which affects the train service to the
passengers
Service Quality – An assessment of how well a delivered service conforms to
the customer's expectations.
Ticketing – an overall service which includes the easiness on purchasing train
tickets, current type of tickets being used and the value for money of the fare.
Timeliness – the quality or habit of arriving or being ready on time. This includes
the punctuality, frequency and the travel time of the train.

Chapter 2
REVIEW OF RELATED LITERATURE AND STUDIES
This chapter presents a review of related literature and studies conducted
locally and internationally which were found important and related to the study. It
presents the theoretical nature of the subject under consideration, which this
researcher felt was necessary. Printed books as well as eBooks, articles, case
studies, journals, theses which were either published or unpublished were used.
Also, Electronic sources were used to gather and enhance the related theories
and models. The synthesis of this chapter was presented to highlight all related
literature and studies which are relevant to the study.
Foreign Literature
Recent interpretations in the consumer domain now couch satisfaction as a
fulfillment response. Fulfillment implies that a consumption goal is known, as in
basic motives of hunger, thirst, and safety. However, observers of human
behavior understand that these and other goals can be and frequently are
modified and updated in various ways. Thus, consumer researchers have moved
away from the literal meaning of satisfaction and now pursue this concept as the
consumer experiences and describes it.
In Oliver (1997, p. 13), the following definition has been proposed as being
consistent with the conceptual and empirical evidence to date:

“Satisfaction is the consumer’s fulfillment response. It is a judgment that a
product or service feature, or the product or service itself, provided (or is
providing) a pleasurable level of consumption-related fulfillment, including levels
of under- or over-fulfillment.”
Here, pleasurable implies that fulfillment gives pleasure or reduces pain, as
when a problem in life is solved. Thus, individuals can be satisfied just to get
back to normalcy, as in the removal of an aversive state (e.g., pain relief).
Moreover, fulfillment is not necessarily limited to the case of met needs. Over-
fulfillment can be satisfying if it provides additional unexpected pleasure; and
under-fulfillment can be satisfying if it gives greater pleasure than one anticipates
in a given situation. Note that it has not been necessary to provide a separate
discussion of dissatisfaction. If the word displeasure is substituted for pleasure in
the satisfaction definition, dissatisfaction results. Thus, the displeasure of under-
fulfillment typically is dissatisfying and, interestingly, over-fulfillment may be
dissatisfying if it is unpleasant – the case of “too much of a good thing.”
When consumers compare performance to their expectations, the response
of disconfirmation, more specifically disconfirmation of pre-performance
standards, results. Because the early work in consumer satisfaction was
conducted with predictive expectations as a standard, the phrase disconfirmation
of expectations or "expectancy disconfirmation" has come to apply to this
concept. Many standards consumers bring to the consumption experience can

be disconfirmed, so an alternative phrase to describe the discrepancy from a
standard could be simply "disconfirmation." In this section, the phrases
"expectancy disconfirmation" and "disconfirmation" will be used interchangeably.
In contrast to the lay interpretation of a disconfirmation, which usually
connotes a negative outcome, performance can also be favorably compared to
expectations. This permits disconfirmation to take on a positive as well as a
negative value. In the same way that product performance can be worse than
expected, it can also be better than expected. Because the phrase
disconfirmation without the valence qualifier is ambiguous as to direction, the
phrase "negative disconfirmation" will be used to refer to the negative
discrepancy that occurs when performance is below standard, and "positive
disconfirmation" will be used to refer to the positive discrepancy that occurs when
performance is above standard. When performance is equal to standards or
expectations, a zero disconfirmation or, simply, a confirmation of expectations
exists.
With the increase in service sector around the globe, it was realized that
there must be an instrument that should be used to measure the service quality
of the organization in order to measure the organizational performance. The
concept of service quality got considerable attention in earlier marketing literature
due to its intangible in nature both in defining it and measuring. The most
commonly used definition of service quality is the organization ability to meet and
exceed the customer expectations. According to the book of Zeithaml,
Parasuraman and Berry, service quality is the result of customer comparison
between expected services and the perceptions how these services were
performed. If the expectations are greater than performance, customers are less
likely to feel in satisfied about the quality of services delivered by the
organization.
Various scholars have considered different dimensions of service quality.
Gronoos (1884) considers technical, functional, and reputational quality; Lehtinen
and Lehtinen (1982) consider interactive, physical, and corporate quality; and
Hedvall and Paltschik (1989) focus on willingness and ability to serve and the
physical and psychological access to the service. In conceptualizing the basic
service quality model, Parasuraman et al. (1985) identified 10 key determinants
of service quality as perceived by the service provider and the consumer,
namely, reliability, responsiveness, competence, access, courtesy,
communication, credibility, security, understanding/knowing the customer, and
tangibility to formulate a service quality framework, SERVQUAL. Later (in 1988),
they modified the framework to five determinants: reliability, assurance,
tangibles, empathy, and responsiveness, or RATER. The techniques of customer
satisfaction analysis allow the critical aspects of the supplied services to be
identified and customer satisfaction to be increased (Cuomo 2000).

Transit Cooperative Research Plan (TCRP) Report 100 (Chapter 2) defines
transit quality as “the overall measured or perceived performance of transit
service from the passenger’s point of view.” TCRP Report 88 (TCRP Report 100,
Chapter 2) defines five categories of measures that wholly or partially reflect the
passenger’s point-of-view in transit services: (1) availability of transit service, (2)
service monitoring, (3) travel time, (4) safety and security, and (5) maintenance
and construction activity on passenger trips. Vanniarajan and Stephen (2008)
identified the attributes that passengers use to evaluate the service quality of
Indian Railways as reliability, assurance, empathy, tangibles, and
responsiveness. It was found that passengers were “moderately satisfied” to
“satisfied” on these dimensions. Agrawal (2008) identified employee behavior as
most important determinant of customer (passenger) satisfaction with Indian
Railway services.
Eboli and Mazzulla (2007) measured customer satisfaction in the context of
bus service on various factors including availability of shelter and benches at bus
stops, cleanliness, overcrowding, information system, safety, personnel security,
helpfulness of personnel, and physical condition of bus stops. TCRP Report 100
identifies the following elements at bus stations for efficient service: shelters,
waiting rooms and seating, doorways, stairways, escalators, signage and
information displays, public address systems, and passenger amenities
(including shelters, benches, vending machines, trash receptacles, lighting,
phone booths, art, and landscaping).

In a study on Internet banking, consumers gave the highest weight to the
quality of service while selecting a particular bank (Geetika et al. 2008). In
another study of customer satisfaction with banking services, factors of customer
satisfaction were traditional (basic) facilities, convenience, behavior of
employees, and the environment of bank (Jham and Khan 2008).
J. D. Power and Associates (2008a) measured overall customer satisfaction
of electric utilities through six factors: power quality and reliability, customer
service, company image, billing and payment, price, and communications. J. D.
Power and Associates (2008b) also measured customer satisfaction with high-
speed and dialup Internet service providers based on five factors: performance
and reliability, cost of service, customer service, billing, and offerings and
promotions. In another study, J. D. Power and Associates (2008c) found
communication (information systems) to be a determinant of customer
satisfaction for customers of utility companies.
Ribiere et al. (1999) identified customer satisfaction with hospital information
systems in terms of timeliness, accuracy, and completeness. Yet another study
on satisfaction with hospital services included communication with patients,
competence of staff, staff demeanor, quality of the facilities, and perceived costs
(Andaleeb 1998).
Customer satisfaction with full-service moving companies was measured
across seven factors: transportation of belongings, loading service, unloading

service, optional coverage, estimate process, packing service, and
insurance/damage claims. This implies that the quality of basic facilities and
other supporting facilities were used as criteria for satisfaction (J. D. Power and
Associates Reports 2007).
Age is a powerful determinant of consumer behavior which affects a variety
of consumer states including interests, tastes, purchasing ability, political
preferences and investment behavior. Callan and Bowman’s (2000) suggestion
that mature travellers (over 55 years) were a discerning group that held high
expectations for hotel service quality and placed more importance on value for
money than actual price or discounts indicates that there may be age differences
in perceptions of service quality. Mature travellers place more importance on
service staff attitude and behavior (Callan and Bowman, 2000) and appreciate
friendly, courteous and thoughtful service. Lending further support to the notion
that older people are more discerning of the quality of service interactions.
Similarly, Javalgi, Belonax, and Robinson (1990) found that older consumers
perceived personal service and financial advice as important attributes of bank
services. The pronounced emphasis on service interactions among the elderly
was also highlighted in a study by Mattila, Karjaluoto and Pento (2003) where the
lack of personal service in e-banking was found to be a major barrier of Internet
banking adoption among mature customers. The physical environment of a
service can hinder or facilitate the performance of a service. Compared to their
younger counterparts, mature travellers significantly perceived the ease of

maneuverability around the hotel and small food portions as important aspects of
service quality (Callan and Bowman, 2000). In contrast, Morrow (2004)
suggested that traditional shopping centres do not appeal to the Generation
Xmarket (between ages 27 and 39) and that to capitalize on the latter, a new sort
of mall that goes beyond new signage and doors, and combines location,
functionality, variety and experience is needed. This indicates that younger
individuals may be more demanding of the quality of the physical environment
compared to older individuals. That is, more mature customers will be less critical
of physical environment quality and thus rate this dimension higher than their
younger more critical counterparts.
Local Literature
Metro Manila, on an urban level, was named as having the "worst traffic on
Earth," based on a global evaluation conducted by Waze, a GPS-based
navigation app. Scores ranging from 10 (satisfying) to 1 (miserable) were
assigned after examining 50 million Waze users in 32 countries and 167 major
city areas. The answers were then evaluated for the Global Driver Satisfaction
Index posted on Waze's website Tuesday (September 29). The Waze Global
Driver Satisfaction Index were based on six key factors: (1) Traffic level by
frequency and severity of traffic jams. (2) Road quality and infrastructure. (3)
Driver safety based on accidents, road hazards, and weather. (4) Driver services
like access to gas stations and easy parking. (5) Socio-economic (World Bank)
including access to cars and impact of gas prices. (6) “Wazeyness,” the level of
helpfulness and happiness within the Waze community.
According to the survey, Manila, on a city level, ranked number one with the
"worst traffic on Earth" with Rio de Janeiro, Sao Paulo, and Jakarta not far
behind. Manila scored a measly 0.4 in the traffic index and the Philippines ranked
as the ninth worst place to drive. The survey said Netherlands, Slovakia,
Sweden, Czech Republic, and U.S. reported an easy and breezy driving
experience. It said that globally, traffic — or the lack of it — is a key indicator of
driver satisfaction. The Philippine government has proposed various ways to
ease EDSA, a major thoroughfare in Metro Manila, such as the implementation of
the Highway Patrol Group of the Philippine National Police to untangle traffic, the
opening of alternate routes dubbed as Mabuhay Lanes, and the construction of
modular steel bridges in five areas.
Manila again topped the survey for the longest minutes spent commuting
from home to office with an average time of 45.5 minutes. The survey recorded
Jakarta with 42.1 minutes of travel time. In an exclusive story published, CNN
Philippines reporters traveled EDSA one morning and took 41 minutes via the
Metro Rail Transit from North Avenue in Quezon City to Taft in Pasay City, and
two hours and 15 minutes via a bus ride. In half of the cities Waze analyzed, the
average speed of cars on the roads were less than 63.15 kilometers per hour.
The Philippines ranked the lowest in the socio-economic index with a score
of 0, which accounts for gas prices and access to cars or ratio of cars to the
population. The country was the 13th country with the worst road quality, such as
poor high-speed roads density and road issues density, with a score of 5.8.
Filipino Wazers were the among the worst in the "Wazeyness" index, which
records the gratitude and happiness by the Waze users. But it isn’t all bad in the
Philippines. The country scored the best country in the drivers' services among
the surveyed countries. This means there are ample amounts of gas stations, car
services, and parking lots. The Philippines is the fourth best in safety, according
to the survey. Taken into account are the number of accidents, hazards, and
weather.
Corporations use multiple listening tools to track customer satisfaction. They
hold focus group discussions; establish consumer hotlines; survey current,
potential and lost customers. They do all this because they are determined to
stay ahead of the competition. World-class companies not only measure
customer satisfaction regularly; their measuring instruments grow more
comprehensive and sophisticated.
Not all business firms operate by this principle. Companies that enjoy a near
monopolistic advantage, or what might seem to be an insurmountable market
dominance, tend to act complacent and cavalierly about customer sentiment.
Government offices tend to behave like monopolistic services. After all, if you're
not happy with your banker or barber, you can always switch to another bank or
barber shop; but if you're unsatisfied with your fire department, you can't report
your burning home to the next city.
Still, in a democracy, governments are accountable to the governed, and
constituent satisfaction should be as vital a concern to public officials as it is to
entrepreneurs. Hence the Development Academy of the Philippines is to be
commended for developing measures of constituent satisfaction for the specific
use of government agencies.
One such effort was initiated by the DAP Productivity and Development
Center at a 1999 workshop attended by representatives of government
corporations, local government units and national line agencies. Due to the
heterogeneity of their service offerings, the workshop used a generic instrument,
a questionnaire known to service marketers as SERVQUAL, first developed at
the Marketing Science Institute in Cambridge, Massachusetts. The SERVQUAL
questionnaire consists of 22 statements measuring five dimensions of service
quality: reliability, or the dependable performance of service; assurance, or ability
to inspire trust; tangibles, or physical facilities and equipment; empathy, or
individualized attention; and responsiveness, or helpfulness and promptness of
service. The service provider's "score" is measured by the gap between
customers' expectations and their perceptions of service actually received.

Since the SERVQUAL is generic -- reliability, assurance, empathy and so
on are sought in all service situations -- it doesn't measure variables specific to a
particular industry. Prompt service, for instance, is less important in a census
office than in a fire department. The DAP workshop pinpointed another
drawback: SERVQUAL, designed for use in private enterprise, doesn't measure
integrity, because service providers do not usually demand bribes before
attending to customers.
So the questionnaire that emerged from the DAP-PDC workshop added
three statements on integrity, exemplified as not seeking or accepting personal
favors in return for providing service; not giving unfair advantage during
transactions; and disciplining workers who violate the rules.
A second and more recent DAP measuring instrument is the Report Card
Survey, initiated by its Center for Governance, and first developed by the Public
Affairs Centre of India. This questionnaire zeroes in on services provided by local
government units, and won't work for, say, the Department of Education or the
Bureau of Customs. But it is uniquely adapted to evaluating five core services
provided by towns and cities: garbage collection, traffic management,
neighborhood safety, public market management, and permit issuance/licensing.
The core questionnaire covers such details as regularity of garbage
collection, cleanness of public market restrooms, access to weighing scales,

ventilation functioning traffic lights, street signs and traffic enforcers, clarity of
instructions for obtaining permits. Like the DAP-modified
SERVQUAL, the RCS is well aware of graft in public service, and asks
respondents if they have had to pay extra or give bribes for basic services.
DAP's report on its pilot Report Card Survey notes that while some local
government officials recognize the value of using survey results in their planning
and budgeting exercises, other officials find it difficult to understand the RCS's
utility; "there is a common perception that results of the survey can be used
against them."
True enough; but that is precisely what happens in the private sector: if you
displease your customers, you suffer the consequences. Results from the
SERVQUAL or Report Card
Surveys represent taxpayer opinions on their experience with government
service. Public servants who balk at being so evaluated should be reminded that
they are not royalty, and that the divine right of kings is passe.
Foreign Studies
There is a study on measuring the quality of service for passengers on the
Hellenic Railways in Volos, Greece. This study was conducted by the University
of Thessaly under the Department of Civil Engineering. The objective of this
paper is to present a framework developed for assisting railway operators into

monitoring and controlling the quality of services provided to their passengers.
This framework is based on the estimation of 22 indicators, grouped under six
criteria, i.e. itinerary accuracy, system safety, cleanness, passenger comfort,
servicing, and passenger information. The valuation of the indicators is achieved
through the analysis of quantitative, as well as qualitative parameters obtained
either from statistical sources maintained by the railway operator, or data
gathered from a questionnaire survey addressed to passengers. A grading
system has been defined for the appreciation of the indicators. Also, a
multicriteria evaluation has been developed for the estimation of an overall
performance index for the quality of services provided by the operator, during a
given period of analysis, which enables the decision makers to compare amongst
different time horizons, and pre-defined objectives for a desired performance for
a target year. The framework has been implemented in the Hellenic Railways
and has provided quality control indices for the individual indicators, as well as
for the overall performance of the network. Itinerary accuracy and system safety
have been attributed the highest grades, as compared to the rest of the criteria
established by the framework, indicating a small increase as compared to those
grades of the previous time horizon analyzed. The rest of the criteria, relying on
qualitative indicators, were valuated with a moderate grade, similar to the one
attributed during the last time horizon of the analysis, indicating that no
improvement has been observed in the services related to those indicators. The
service quality valuation based on the above framework constitutes a useful tool,
for the support of the decision process for the improvement of the railway
operator.
This study concluded that a framework for the assessment of the quality of
passenger services provided by the Hellenic Railways has been developed and
implemented. For the identification of the quality criteria that were used in the
framework, the objectives of the European and National transportation program,
have been taken into account, the network, with a tendency to be alleviated in
cases where already new rolling stock has been acquired during the time of the
survey, mainly in the narrow-width lines (these lines received a higher mark than
the rest of the network). Therefore, better train layout is required, and this may be
achieved in the new trains, which are already being purchased and should
continue to enrich the railway fleet.
The moderate performance of the frequency of service indicates the stability
of the evolution of the railway network. This is an important benchmark, to apply
especially in the forthcoming years, for which expansion of the network is
foreseen (still at a strategic level). This indicator may only be improved if new
infrastructure is constructed. The plans for expansion of the network to the
western north–south axis, has already been studied as a possible strategy,
however, it need to be supported by a designated feasibility study, before and
decisions are made.

The high performance of the indicator ‘‘speed’’ reflects the effectiveness of
the new construction along the mainland axis (north–south). This is a very
important indicator, which may directly be used for the assessment of the
feasibility of infrastructure development. Therefore, it should be estimated for the
foreseen projects, in order to justify their realization.
In regards to information provision to passengers, Hellenic Railways are far
behind other European operators, who have already adopted advanced
technologies to provide information prior and during the trip. In Greece, there is
still very little information provision as regards train arrivals, delays, and/or other
changes regarding the trip. In parallel to that, the communications policy of the
Hellenic operator is also poor, as compared to other European practices, and
only recently there have been some indications of a better communication
attempt. The new easy-to-access telephone line, which provides easy-to-get
ticket purchasing is a step towards improvement, however, there are still the
cavities of the restrictions that apply, with specific time constraints for the ticket to
be picked up at a station. Specifically, a reserved train ticket should be picked up
at least 48 hours before the trip, whereas it is only half a hour for the competitor
urban bus operator. Also, the unavailability of internet ticket purchasing sets the
railways at a much disadvantaged situation, as compared to the airline services.
All these deficiencies cause a decrease in the attractiveness of the railway mode
of transport.
A study was also conducted by the Government of Kenya on the service
quality and customer satisfaction in their public transport. The objective of the
paper is to identify the determinants of service quality as well as its impact on the
satisfaction of public transport commuters. The paper explores the relationship
between service quality and customer satisfaction in a public transport service
taking into account both internal and external perspectives. In order to analyse
this relationship, the concepts of service quality, consumer satisfaction and
dissatisfaction are assessed. A model of analysis is developed aiming at
explaining this relationship and guiding the empirical study. This is based on an
exploratory case study of a metro company in Europe. The results of the study
put in evidence two key findings. The first is related to the level of service quality
in its main dimensions. We conclude that reliability, security, speed, comfort and
punctuality are quality dimensions of greater importance for the public transport
services. Secondly, the study explores satisfaction and their determinants.
Despite literature stipulates the existence of a distinction between the constructs
of quality and satisfaction, this study found that the transport company, non-
customers and customers clearly do not make such a distinction.
Edvardsson (1998) showed in his research that customer (dis)satisfaction
depends on the usage of the information that the business can dig out from its
customers. One way of getting such information is through customer complaints.
He found that the driver plays a significant role on the (dis)satisfaction of the
customer, and that because the driver, usually, does not know the customers’
needs and expectations and in many cases it is something that leaves the driver
indifferent. Also, he showed that the combination of information and the driver is
the key success for customer satisfaction, as the driver is the main means of
interaction with the customers. Moreover, he found a singularity. He noticed that
the unhappy and dissatisfied customers continued to utilize public transportations
and that was because of the nature of public transportation. Moreover,
friendliness of the personnel especially bus driver behaviour in relation to service
frequency has an impact on customer satisfaction. Friendliness behaviour of the
bus driver can satisfy customers by developing better communication and
knowledge of its customers needs. As far as frequency is concerned, frequent
services increase satisfaction and urban transportation patronage. Additionally,
Andreassen (1995) claimed that customer (dis)satisfaction in public
transportation depends on three things: ticket price, price level and, finally, the
layout of the platform or the station, especially for buses. Furthermore, he
separates customers in two categories: one category are the ones who use
public transportation very often and they are considered expert users, to those
who are not often users and they are not considered experts. He found that
(dis)satisfaction varies according to the above three factors (price, ticket price
and layout) to two categories of customers. Expertise users consider those three
factors very important in contrast to those who are not expertise in the use of
public transportation. To conclude, underlining that public transportation is an
area with low utility (low customer satisfaction) due to low rate of accordance
between customer needs and the provided services. Moreover, reliability and
convenience are these factors which are considered to be important in customer
satisfaction. Specifically, reliable and convenience transportation means
increased customer satisfaction. Furthermore, reliability, travel time and comfort
are considered to have a great impact on customer satisfaction in relation with
the type of the trip. For instance, those who utilize buses for professional reasons
consider time as the most important dimension and particularly in buses. An
interesting result is that the price of the ticket is not considered being significant
and does not affect customer satisfaction directly (Beirao and Cabral, 2007)
Anderson et al., (2007) observed that operation failures of the services affect
customers’ satisfaction. An operation failure, such as a possible delay of a
transportation means, creates bias to customers, resulting to unsatisfied
customers. Further, he showed that customers have the trend to blame the
service provider for everything that happens, even if the service failure is affected
by external or internal factors. On one hand, it showed that interaction has a
major impact between customers and personnel which may create satisfaction
and on the other hand operation failures reduce the interaction between
customers and personnel, and that is because customers are becoming biased
by the work force of a public transportation company. Focusing on factor “time”
Bielen and Demoulin (2007) showed that customer satisfaction is being
determined by dimension waiting time, in which three determinants are included;
perceived waiting time, satisfaction which is related with information in occasion

of delays and finally with satisfaction which is related with the waiting
environment. As long as the above 3 determinants function well, customers will
stay satisfied. Also, waiting time is considered to be crucial as it plays an
intermediate role between satisfaction and loyalty link.
According to the study of Syed Muhammad Irfan from Institute of
Information Technology, Lahore, Pakistan entitled Service Quality and Rail
Transport in Pakistan: A Passenger Perspective, customer satisfaction and
retention is one of the key determinants to measure the quality of products or
services and hence the organizational performance. Due to the growing
importance of quality in our life, customers desire to enjoy a relatively better
quality of products or availing superior quality services has been increased.
Pakistan is the sixth highly populated country of the world and its rapid
population growth also contributes to an increase of people’s traveling demands.
In Pakistan, train is the cheapest and comfortable mode of traveling especially for
long distances. This paper investigated the passengers’ perceptions about the
service quality of rail transport system in Pakistan while traveling between the
major cities especially from Lahore to Karachi, Multan, Peshawar and
Rawalpindi. A modified SERVQUAL instrument including eight service quality
constructs: empathy, assurance, tangibles, timeliness, responsiveness,
information system, food and safety and security were employed to measure the
passengers” perceptions about the service quality of railways.

In a study entitled Determinants of Customer Satisfaction on Service
Quality: A Study of Railway Platforms in India, it provides statistical evidence to
support identified determinants of customer satisfaction as timeliness, safety and
security, basic facilities, information system, and behavioral aspects of service
quality. Timeliness includes the availability, frequency, quantity and time of the
service for the passengers on railway in India. Passengers consider timeliness
as the most important aspect of satisfaction with service quality of Indian
Railways. Behavioral factor refers to the behavior of railway staff, porters, and
parking staff outside the platform. These factors have been found to impact
customer satisfaction. Behavioral factors are the second most important
determinant of customer satisfaction. Information system refers to
announcements at the railway station, their accuracy, frequency and clarity, and
reservation chart display. The information system has been identified as a
determinant of customer satisfaction (Andaleeb 1998; Ribiere et al. 1999; Eboli
and Mazzulla 2007; TCRP Report 100). Passengers consider the information
system the third most important determinant of satisfaction with service quality.
Basic facilities consist of sitting space, fans, and lighting. Basic facilities
pertaining to different sectors are important determinants of customer satisfaction
(Eboli and Mazzulla 2007; J.D. Power and Associates Reports 2007; TCRP
Report 100). Basic facilities are the fourth most important determinant of
customer satisfaction. Safety and security refers to the safety and security of
luggage and self, which have been identified as determinants of customer

satisfaction in the transportation sector (Eboli and Mazzulla 2007; TCRP Report
100). Safety and security is the last most important determinant of
customer satisfaction.
A study on customer satisfaction from consultant services identified various
factors including perceived competence of the consultant and the attitude of
consultants toward the customer during the service production process (Sonne
1999).
Gatersleben and Uzzell (2007) investigated affective experiences of daily
commute. Surveys were sending to Surrey University’s employees. The results
revealed that commuting by car as well as by public transport can be stressful
because of delays caused by the traffic volume. Public transport was perceived
as unpleasant and public transport users expressed a more negative attitude
toward their daily commute then users of other transport modes. The negative
attitudes were shown to be related to stress as well as boredom caused by
delays and waiting time. Gatersleben and Uzzell (2007) also suggest that public
transport is stressful due to unpredictability and longer travel times. This study
also acknowledges some sources of pleasure for public transport users.
Attributes relating to pleasurable feelings were as the possibility to read during
the trip, to listen to music, to interact with other people, and to look at the passing
scenery.
UK Department for transport (2003) has also conducted studies regarding
customer need in public transport. High frequency of service, services that are
reliable and fares that offer value for money are revealed as important needs of
UK public transport users. The bus also has to have a broad range of
destinations to fulfill travel demand of customer. In this report, the users also
reported about the importance of understandable time table information in bus
stop and in local newspaper in order to make them aware of the existence of the
service. Simple ticketing arrangement is also important in order to make them
use public transport.
Fujii et al. (2001) conducted an investigation in Osaka (Japan) during a
temporary closure of freeway that connected between Osaka and Sakai City. The
survey was distributed at three tollgates from 6:00 am to 8:30 am. An important
finding was that the closure of the freeway increased public transport use.
Second, it was also found that the expected commute time by public transport
was overestimated by automobile commuters. Third, after experiences of public
transport the overestimates of commute times were corrected. And finally, people
who corrected their commute time continued to use public transport when the
freeway was reopened.
Van Vugt et al. (1996) conducted an investigation of the motivational factors
underlying the decision to commute by car or public transportation. 192
employees of a publishing company participated and filed out a questionnaire

containing questions relating to social value orientation, the commuting situation
and a series of post experimental questions. The findings provided strong
evidence for the conclusion that individuals prefer options yielding shorter travel
time as well as an alternative with high frequency of public transport.
Fellesson and Friman (2008) conducted a transnational comparison of
customers’ public transport perceived service satisfaction in eight cities
(Stockholm, Barcelona, Copenhagen, Geneva, Helsinki, Vienna, Berlin,
Manchester and Oslo) in Europe. The result showed four general factors: system
such as traffic supply, reliability and information; bus and bus stop design that
makes customer comfortable and enjoy the travel experience; staff skill,
knowledge and attitude toward customer; and safety not only both in the bus and
bus stop but also safe from traffic accident. Furthermore, it was concluded that
differences in public transport technology and infrastructure may cause
differences in individual item loadings.
Eboli and Mazulla (2007) investigated service quality attributes important for
customer satisfaction with a bus transit service in Cosenza, Italia. Respondent
were asked to rate the importance and satisfaction with 16 service quality
attributes (bus stop availability, route characteristic, frequency, reliability, bus
stop furniture, bus overcrowding, cleanliness, cost, information, promotion, safety
on board, personal security, personnel, complains, environmental protection and
bus stop maintenance). The result shows that the latent variable important for
global customer satisfaction is service planning which is reflected in reliability,
frequency, information, promotion, personnel and complaint.
Beirão & Sarsfield Cabral (2007) summarizes advantages in using public
transport according to Portugal public transport users. The result highlights the
importance of a cost friendly and less stressful public transport service. It is
perceived as less stressful since there is no need to drive, it is possible to relax
and one may be able to rest or read. Travel time on exclusive bus lanes is
considered faster than the car, there is less exhaust emissions and there are
opportunities to talk to fellow passenger while travelling.
Friman et al. (Friman et al. 2001) conducted a mail survey to investigate
factors affecting customer satisfaction in public transport service in Sweden. The
results showed that overall cumulative satisfaction related to attribute specific
cumulative satisfaction and remembered frequencies of negative critical incidents
(i.g., the driver behaves unexpectedly bad or the bus is leaving before scheduled
departure time).
In yet another study, Friman (1998) examined the effect of quality
improvements in public transport on customer satisfaction and frequency of
perceived negative critical incidents. The studies were conducted in 13 regions in
Sweden that were conducting quality improvements in public transport. Data
were collected before and after implementation. Comparing passenger reaction
is a way to understand the type of improvement that increases customer

satisfaction. The conclusion of this study is that customer satisfaction influenced
by quality improvements only to a limited extent. Furthermore, the effect was
directionally opposite in that respondents reported less satisfaction and higher
frequencies of negative critical incidents after the quality improvements had been
implemented. Thus quality improvements do not always boost customer
satisfaction. Thus, it is not the improvements per se that determine the success
of public transport, but a given level of quality coupled with the perception of the
service.
Safety issues were found by Smith and Clark (2000) as a constraint for
people to choose public transport as travel mode of choice. Pick pocketing,
overcharging facilitates by overcrowding and lack of supervisor is important
factors. UK Department for Transport (2009) reported that young people (mostly
male) involved in assaulting behavior, theft, vandalism and criminal damage are
a problem for public transport users.
Local Studies
The Light Rail Transit Authority (LRTA) management conducted a Mass
Casualty Incident Drill at the Araneta-Cubao Station, Line 2 at around
9:00am on Saturday (October 6). LRTA Administrator Melquiades Robles
said that in the drill, area first responders consisting of essential
employees and other support personnel will be challenged to perform their
triage and other mass casualty incident procedures. "The exercise was designed
to challenge our personnel's ability to react to an incident within the LRTA
revenue line. This will also be an outstanding opportunity to bring all the
community and the police together to practice what could be a real life
situation and prepare us for possible terrorist attacks," Robles explained.
The said drill exercise is in support of the policy of the LRTA to ensure
the protection of the lives and properties in the event of a major emergency
happening along the revenue line.
An assessment on the customer satisfaction, trust and loyalty on the
performance of online business was conducted by a student of Master of Science
in Industrial Engineering and Management. In the past decade, internet and web
sites have been the most moving developments in the field of technology. Use of
online business services by the population is booming not only globally but also
locally. Although customers always purchase from the department stores,
consumers feel very convenient to shop online because it has its own
advantages and decisions can be made at home with ease of looking at various
choices and prices with competitors’ products.
Today, online business is the fastest growing market for online commerce
and many of the marketers have encountered key issues in competing with other
retailers, especially the consumer satisfaction, trust and loyalty have evolved in
this changing online environment.

As the competition strengthens, exchanging retailers remain low and
spending patterns of consumers modify, nurturing repeat purchase behavior and
providing shopping experience value of the consumer becomes increasingly
significant to retailers for the well-being, prophet and long term growth of the firm.
Customer loyalty or customer retention is a long term growth and associated
to cost effectiveness of a firm. It has dramatically increased the profit and
customer retention rate. Loyal customer spends more money and time browsing
their favorite shopping websites.
Online business has grown tremendously in the recent years, and retailers
are challenged in maintaining customer satisfaction, trust and loyalty. Despite the
rapid growth of online business, online retailers face greater rivalry on websites.
Therefore, attracting and maintaining customers are difficult tasks for them
without any strong motivation for online shoppers not to visit other online retailers
and it is a struggle for them in retaining them in an increasingly competitive
online market. Maximizing customer satisfaction, trust and loyalty can logically
improve customer retention on online business world.
The customers’ level of agreement of performance to online business in
terms of user-interface, “service information quality”, “perceived security” and
“perceived privacy” had a grand mean of 4.83, 4.74, 3.0 and 3.72 respectively
which were verbally interpreted as “excellent”.

The customers’ rate of level of satisfaction, trust and loyalty had a grand
mean of 4.78, 4.56 and 4.65 respectively, which were verbally interpreted as
“extremely satisfied”, “extremely trusted” and “extremely loyal”.
All customers were satisfied, trusted and loyal to online shopping. It showed
that retailers were encouraged to make effective use of service and supported
provided. Customers will continuously purchase and recommend the online
shopping website.
Synthesis of the Reviewed Literature and Studies
A thorough review of the related literature and studies enabled the
researcher to have a precise insight at the existing research. The researcher
firmly believes customer satisfaction has been considered one of the most
important factors in any industry or service due to its direct relation to customer
retention. Customer satisfaction research literature traditionally agrees that
service quality is a measure of how well the service level delivered matches
customer expectations. Delivering quality service means conforming to customer
expectations on a consistent basis.
Similar to other literature and studies, customer satisfaction is important
because it provides measures that can be used to manage and improve the
operation and services.

For transit agencies, as in other service industry, increases in customer
satisfaction translate into retained markets, increased use of the system, newly
attracted customers, and a more positive public image. To accomplish these
ends, public transit needs reliable and efficient methods for identifying the
determinants of service quality from the customers' perspective.

Chapter 3
RESEARCH METHODOLOGY
This chapter discusses the research method used, the population, sample
size, and sampling technique, the description of subjects and respondents, the
research instrument, the data-gathering procedure, and the statistical treatment
of data.
Method of Research
The study used the descriptive survey method for accurate and valid
representation of variables in the research of the customer satisfaction of
Philippine National Railways’ Metro South Commuter Service. This method was
designed to conduct measurements and assessments obtained from the
respondents. Descriptive method is the common means of obtaining information
by construction of the survey questionnaires, personal interviews and subjected
to various procedures.
Population, Sample Size and Sampling Techniques
The respondents of this study were the passengers of Metro South
Commuter. The researcher obtained the total number of passengers of Metro
South Commuter for the first semester of 2016 from the PNR Main Office at
Tutuban, Manila, as follows:

Month No. of Operating Days Total Passengers

January 31 2,183,082
February 29 2,074,240
March 28 1,893,439
April 30 1,863,989
May 31 1,769,511
June 30 1,773,183
Based on the statistics, the average daily passengers of the train service was
64,566 from January to June, 2016.
To achieve a margin of error of approximately ±5% with a 95% confidence,
the researcher used the Slovin’s formula to determine the minimum sample size
considering the 64,566 populations (N). This formula is mathematically
expressed as:
Where: N = Population
n = Sample Size
e = Margin of Error
Substituting the known values,
64,566
n=
1 + (64,566) (.05)2
64,566
n=
1 + (64,566) (.0025)
64,566
n=
162.415
n = 398
The computation yielded 398 passengers. The researcher decided to use
400 which is more than the required sample and distributed evenly on the eight
major stations of Metro South Commuter. The researcher utilized random
sampling to ensure each portion of the population undergoing studying has a
chance to be selected at random.
Description of the Respondents
The subjects of the research whom the researcher specifically chose werre
the passengers riding in Tutuban, Espana, Sta. Mesa, Buendia, FTI, Bicutan and
Alabang, the eight major stations with high volume of passengers daily. 50
passengers from each station were the respondents of the survey. Target
respondents were waiting passengers who were not younger than 15 years old
because these people have a routine commute travel behavior and probably had
the ability to decide on their own and assess their transport experience.
Research Instrument
The researcher used a survey questionnaire to gather the data needed and
to answer the problems in the study. The researcher prepared the questionnaire
based on the objectives and specific problems from the first chapter of the study.
The survey forms were administered to the 400 passengers of Metro South
Commuter, equally divided in the eight major stations.
The survey questionnaire consisted of the following parts. Part 1 pertained
to the profile of the respondents in terms of their age, gender, civil status, social
class, distance from residence to the station, frequency of riding the metro south
commuter train. and their most often reason to use the train. Part II consisted of
the service attributes, with at least three sub-categories per service, which were
rated by the respondents.
The survey questionnaire employed a five-point Likert Scale in order to
differentiate levels of satisfaction and to determine the level of customer
satisfaction of the respondents, the following scales were used.
Numerical Rating Range Interval Percentage Interpretation

5 4.51 - 5.00 Between 96-100% Highly Satisfied
4 3.51 - 4.50 Between 75-95% Satisfied
Somewhat
3 2.51 - 3.50 Between 50-74%
Satisfied
2 1.51 -2.50 Between 25-49% Dissatisfied
1 1.00 - 1.50 Below 25% Highly Dissatisfied
Data Gathering Procedure
As soon as the constructed survey questionnaire was approved, the
researcher asked for a permit from the PNR Management to conduct a survey
within a given date. The researcher scheduled the visit on the eight stations
where the questionnaires were handed out to the respondents. The respondents
were randomly selected and asked to completely fill-out and place tick marks on
the appropriate rating. People who participated in the study were given ample
time to respond to the questions posed to them to avoid errors and inaccuracies
in their answers.
After the completion of the questionnaires, responses were tallied,
tabulated, analyzed, and interpreted by the researcher.
Statistical Treatment of Data
In the analysis of data, the following statistical formulas were utilized in this
study:
1. Frequency and Percentage Distribution. This was used to interpret the
respondent’s profile in terms of their age, gender, civil status, social class,
distance from residence to the station, frequency of riding the metro south
commuter train, and their most often reason to use the train.
The formula is expressed as:
f
Percentage (P / %) =
N
Where:
P or % - Percentage
f - Frequency, and
N - Number of Respondents
2. Weighted Mean. This was employed to determine the level of customer
National Railways as perceived by the respondents in terms of the given service
attributes. This was used to calculate the average value of a particular set of
numbers with different levels of relevance. The mathematical statement is:
3. T-test. It is a term from statistics that allows for the comparison of two data
populations and their means. The test is used to see if the two sets of data are
significantly different from one another. A null hypothesis is used to test for the
significant difference. In addition, the data sets usually follow a normal
distribution curve, but the variances are unknown and assumed to be equal.
𝑋̅1 − 𝑋̅2
𝑡=
(𝑛1 − 1)(𝑠1 )2 + (𝑛2 − 1)(𝑠2 )2 1 1
√ ∙𝑛 +𝑛
𝑛1 + 𝑛1 1 2
Where ̅̅̅
𝑋1 - mean of the first sample
̅̅̅
𝑋2 - mean of the second sample
𝑛1 - number of items in the first sample
𝑛2 - number of items in the second sample
𝑠1 - standard deviation of the first sample
𝑠2 - standard deviation of the second sample
4. One-way Analysis of Variance. This was used to determine if there were
significant differences in the level of customer satisfaction on the service quality
of Metro South Commuter of Philippine National Railways in terms of the five
service attributes as perceived by the respondents when they were grouped
according to profile. The F-Value was computed by the ratio of the two variance
estimates, namely, that of between-group variability and within-group variability.
In computation of F-value, this formula was used.

Where: The “explained variance” or “between –group variability” is
The “unexplained variance” or “within –group variability” is
ni - number of observations in the ith group
Yi - sample mean in the ith group
Yij - jth observation in the ith out of k groups
Y - overall mean
K - number of groups
N - overall sample size
Decision rule: If p-value is ≤ α , reject the Ho, otherwise, accept Ho.

Chapter 4
PRESENTATION, ANALYSIS, AND INTERPRETATION OF DATA
In this chapter, the gathered data were tabulated, presented, analyzed, and
interpreted as how they are arranged in the statement of the problem.
1. Profile of the Respondents
1.1 In Terms of Age
Table 1
Frequency and Percent Distribution of the Respondent-Passengers

in terms of Age
Age Frequency %
15-24 171 43%
25-34 113 28%
35-44 65 16%
45-54 32 8%
55-64 15 4%
65+ 4 1%
Total 400 100%
Table 1 displays the frequency and the percent distribution of the
respondents in terms of age. It can be gleaned from the table that 171 or 43% of
the surveyed passengers had ages from 15 to 24 years old, and the respondents
with ages within 25-34, 35-44, 45-54, 55-64 and 65+ years old were, 113 or 28%,
65 or 16%, 32 or 8%, 15 or 4% and 4 or 1%, respectively. This shows that most
of the respondents were considered as young.
1.2 In Terms of Gender
Table 2

in terms of Gender
Gender Frequency %
Male 187 47%
Female 213 53%
Total 400 100%
Table 2 presents the frequency and percent distribution of the respondents’
gender. As shown on the table, 187 or 47% of the total surveyed passengers
were male and the 213 or 53% were female. Based on the figure, the dominant
gender among the respondents is female. Based on the collated questionnaires,
over a half of the population was composed of female respondents while 47%
were males. This shows that mostly female had interest in participating in
research studies.
1.3 In Terms of Civil Status
Table 3

in terms of Civil Status
Civil Status Frequency %

Single 272 68%
Married 107 27%
Divorced 4 1%
Separated 8 2%
Widowed 9 2%
Total 400 100%
As shown on Table 3, most of the respondents were single or 272 out of
400 or 68%. While the married, divorced, separated and widowed were 107 or
27%, 4 or 1%, 8 or 2%, and 8 or 2%, respectively. As the figure was interpreted,
there was a little percentage of respondents who were separated or widowed.
Likewise, the respondents were asked about their civil status and the report
showed 68% of them were single and 27% were married. This was due to the
large number of young adults in the sample as compared to those who were
adults.
1.4 In Terms of Social Class
Table 4

in terms of Social Class
Social Class Frequency %

Poor Laborer 80 20%
Lo-Mid Income Laborer 196 49%
Professional 93 23%
Manager & Entrepreneur 20 5%
Social Elite 11 3%
Total 400 100%
Table 4 presents the frequency and percent distribution of the social class of
the respondents. As shown on the table, majority of the respondents were in the
lo-mid income class which was 196 or 49% of the total surveyed passengers.
The poor laborer, professional, manager and entrepreneur and social elite class
are 80 or 20%, 93 or 23%, 20 or 5% and 11 or 3%, respectively.

1.5 In Terms of Distance from Residence to the Station
Table 5

in terms of Distance from Residence to the Station
Distance from
Residence to the Frequency %
Station
0>1km 51 13%
1km>4kms 75 19%
4kms>10kms 123 31%
10kms>Maximum 151 38%
Total 400 100%
As shown on Table 5, most of the respondents resided more than 10 kms
away from the stations where they were questioned. Next was within 4 to 10 kms
away with a percentage of 31%, 1 to 4 kms with 19% and the least is 0 to 1km
with 13%. The result indicated that majority of the respondents were using
another mode of transportation before taking the train service.
A small majority of Europeans reported that it took them between 10 to 30
minutes to get to the nearest railway station or stop from their home (52%).
Approximately three in ten Europeans (31%) lived less than 10 minutes away
from a train station. Slightly more than one in ten Europeans (12%) lived more
than 30 minutes to an hour away from a train station. Less than one in twenty
Europeans (4%) lived more than an hour from the nearest railway station or stop.
1.6 In Terms of Frequency of Use
Table 6

in terms of Frequency of Use
Frequency of Use Frequency %

More than 1 per day 83 21%
5-7 times a week 133 33%
2-4 times a week 81 20%
1-4 times a month 51 13%
Occasionally 52 13%
Total 400 100%
As shown on Table 6, respondents who used train more than 1 per day
were 83 or 21%. While the others were 133 or 33%, 81 or 20%, 51 or 13% and
52 or 13% rode the MSC 5-7 times a week, 2-4 times a week, 1-4 times a month
and occasionally, respectively. These figures reveal that most of the respondents
ride the MSC to go to the places they usually go to, especially during weekdays.
This can be related to the majority purpose of the respondents, which was going
to school and work.
In a study on the satisfaction of rail service in Europe, roughly three-
quarters (77%) of rail passengers said they travelled by train in their country less
than once a month, while almost a quarter (23%) said it was at least once a
month. Across all countries surveyed, a majority of rail passengers said that they
took the train in their country less than once a month. In the Czech Republic, the
country with the most frequent travelers, 13% of respondents said they took the
train between once and three times per week and 12% answered that they
travelled by train on a daily basis. Other countries with a relatively high proportion
of “frequent travelers” were Latvia, Slovenia and the three Benelux countries
(17%-19%).
1.7 In Terms of Trip Purpose

Table 7

in terms of Trip Purpose
Trip Purpose Frequency %

School 95 24%
Work 207 52%
Business Trip 36 9%
Shopping 23 6%
Other 39 10%
Total 400 100%
As shown on Table 7, most of the respondents used the train to go to work
for about 52%. 24% were for going to school, 9% for business trip, 6% for
shopping and 10% were for doing activities other than the given purpose. This
explained the reason why most of the respondents took the MSC almost every
day. Most of the respondents used the train service to go to their work or to
school especially during weekdays.

Same with the study of European Commission in the satisfaction of
Europeans with rail services, majority of their respondents used the train to go to
work. Over one-third of their respondents used trains mainly for this reason
(36%).
2. The Level of Customer Satisfaction on the Service Quality of Metro South
Commuter of Philippine National Railways as perceived by the
Respondents
2.1 Level of Customer Satisfaction in terms of Timeliness
Table 8
Level of Customer Satisfaction on the Service Quality of Metro South

Respondents in terms of Timeliness
HS S SS D HD WM
Timeliness
Train turning up on
time 44 156 122 58 20 3.37
Frequency of train
service 36 160 125 62 17 3.34
Journey time given
the distance
travelled 38 198 114 42 8 3.54
General Average 3.42
Legend: “HS – Highly Satisfied (4.51 – 5.00)/ Between 96 -100%”, “S – Satisfied (3.51 -4.50)/
Between 75 - 95%, “SS – Somewhat Satisfied (2.51 – 3.50)/ Between 50 – 74%”, “D - Dissatisfied
(1.51 – 2.50)/ Between 25 – 49%”, “HD – Highly Dissatisfied (1.00-1.50)/ Below 25%” “WM –
Weighted Mean”
Based on the table 8, it shows that the satisfaction index in terms of
timeliness was 3.42, or within the “Somewhat Satisfied”. Comparing the three
sub-categories, the “Journey time given the distance travelled” was the only
category that achieved a “Satisfied” with a score of 3.54, only 0.03 points ahead
of “Somewhat Satisfied”. The “turning up on time” scored 3.37 and the “frequency
of train service” scored 3.34 and being as the lowest under the same attributes.
Based on a study of Motilal Nehru National Institute of Technology in India,
timeliness includes the availability, frequency, quantity and time of the service for
the passengers on railway in India. Passengers consider timeliness as the most
important aspect of satisfaction with service quality of Indian Railways.
2.2 Level of Customer Satisfaction in terms of Safety & Security
Table 9

Respondents in terms of Safety & Security
HS S SS D HD WM
Safety & Security
Feeling safe at the
train station 70 175 105 39 11 3.64
Feeling safe while
on the train 59 156 123 51 11 3.50
Presence of
Security Personnel 81 187 97 26 9 3.76
Weighted Mean”
While the “Timeliness” fell short of the “satisfied” level, the service in terms
of “Safety & Security” achieved it with a score of 3.63. “Feeling safe at the train
station” and the “Presence of Security Personnel” had a “Satisfied” rating with a
score of 3.64 and 3.76, respectively. But the “Feeling safe while on the train”
lacked of 0.01 points and fell under the “Somewhat Satisfied” level.
On a study of Motilal Nehru National Institute of Technology in India, Safety
and security referred to the safety and security of luggage and self, which have
been identified as determinants of customer satisfaction in the transportation
sector. It is the most important determinant of customer satisfaction.
2.3 Level of Customer Satisfaction in terms of Ticketing
Table 10

Respondents in terms of Ticketing
HS S SS D HD WM
Ticketing
Ease of purchasing
train ticket 86 203 69 24 18 3.79
Use of paper
ticketing 71 214 66 26 23 3.71
Fare Price 185 172 26 5 12 4.28
Weighted Mean”
As shown on the Table 10, ticketing service had the highest score out of the
five service attributes with a score of 3.93. A big factor of this was the sub-
category “Fare Price” which had a relatively high score of 4.28. “Ease of
purchasing” and “Use of paper ticketing” were also rated as “Satisfied”.
The Philippine National Railways only uses manual ticketing, which is same
on the process on buses. The difference is that tickets were sold by the ticket
sellers inside the station and not in the train, unlike buses. The PNR also claims
that in terms of the fare per kilometer travelled, Metro South Commuter is the
cheapest way to transport next to walking and biking, which is free.
2.4 Level of Customer Satisfaction in terms of Accessibility & Comfort of

Facilities
Table 11
Respondents in terms of Accessibility & Comfort of Facilities
HS S SS D HD WM
Accessibility & Comfort of Facilities
Ease of accessing the train station 41 179 122 32 26 3.44
Comfort at the train stop (shelter &
seating) 24 133 114 83 46 3.02
Temperature on train 16 106 89 103 86 2.66
Cleanliness of the stations and trains 41 171 121 40 27 3.40
Weighted Mean”
If ticketing service had the highest score compared to other service
attributes, the “Accessibility & Comfort of Facilities” had the lowest. It only scored
of 3.13 or equivalent to “Somewhat Satisfied”. The “Ease of accessing the train
station” had a score of 3.44. The “Comfort at the train stop” and the “Cleanliness
of the stations and trains” had 3.02 and 3.40, respectively. And the category with
the lowest score was the “temperature on train” which had only 2.66.
This is because the train is too much crowded inside and the air-
conditioning system is not sufficient to provide a comfortable temperature.
However, the stations, during the time the study were made, had an ongoing
station development and renovation which was funded by the National
Government. This project will expand and improve the current station and
platforms and will also provide fencing for safety of the facilities.
basic facilities consist of sitting space, fans, and lighting. Basic facilities
pertaining to different sectors are important determinants of customer
satisfaction. Basic facilities are the fourth most important determinant of
customer satisfaction
2.5 Level of Customer Satisfaction in terms of Information & Customer
Service
Table 12

Respondents in terms of Information & Customer Service
HS S SS D HD WM
Information & Customer Service
Availability of arrival
information for the
train 38 159 130 43 30 3.33
Availability of
information about
service delays 37 142 125 60 36 3.21
Ease of finding info
(routes, stops,
timetables) 38 184 106 46 26 3.41
Willingness of
station and train
staff to help 57 197 99 29 18 3.62
Weighted Mean”
The service in terms of the Information & Customer Service also fell short to
achieve a satisfied rating. It had a weighted average of 3.39 or “Somewhat
satisfied”. It was rated in 4 categories, namely, Availability of arrival information for
the train, Availability of information about service delays, Ease of finding info and
Willingness of station and train staff to help, which achieved the scores of 3.33,
3.21, 3.41 and 3.63, respectively.

The table 12 shows that the only category within the Information &
Customer Service which achieved the “Satisfied” rating was the Willingness of
station and train staff to help.
behavioral factor referred to the behavior of railway staff, porters, and their
willingness to help customers. These factors have been found to impact
customer satisfaction. Behavioral factors re the second most important
determinant of customer satisfaction. Also, information system refers to
announcements at the railway station, their accuracy, frequency and clarity, and
information displays. Passengers consider the information system the third most
important determinant of satisfaction with service quality.
3. Significant Difference in the Level of Customer Satisfaction in terms of
the five service attributes when they are grouped according to profile.
3.1 Grouped according to Age

Table 13
Significant Difference in the Level of Customer Satisfaction in terms of the

five service attributes when they are grouped according to Age
F- Computed
Service Attribute Df Mean value p-value Interpretation
5&
Timeliness 394 3.513 0.723 0.606 Not Significant
5&
Safety & Security 394 3.778 1.295 0.265 Not Significant
5&
Ticketing 394 3.910 2.213 0.052 Not Significant
Accessibility & Comfort 5&
of Facilities 394 3.139 1.323 0.254 Not Significant
Information & Customer 5&
Service 394 3.480 2.367 0.039 Significant
Table 13 shows that the computed p-value of the service attributes other
than the “Information & Customer Service” when grouped according to age was
greater than α=0.05; hence, the null hypothesis was accepted. This means that
there was no significant difference in the level of customer satisfaction on the four
(4) service qualities of MSC in terms of the five attributes as perceived by the
respondents when they were grouped according to their age. This implies that the
level of customer satisfaction on the five service attributes, except on the
“Information & Customer Service”, of passengers aged 15-24 had the same
assessment with other passengers whose ages were above 24.
However, as the p-value of “Information & Customer Service” was
calculated lower than α which was 0.05, the null hypothesis was hereby rejected.
This means that there was a significant difference in the level of customer
satisfaction on the “Information & Customer Service” of MSC as perceived by the
respondents when they were grouped according to their age. It can be said that
the level of customer satisfaction on the service quality attribute: “Information &
Customer Service”, of passengers aged 15-24 had different assessment with
other passengers whose ages were above 24.
In a study of Genesan-Lim, Russell-Bennette and Dagger (2008), they
found that age was a significant factor in the perception of service quality of
passenger transport services. Mature travelers place more importance on service
staff attitude and behavior (Callan and Bowman, 2000) and appreciate friendly,
courteous and thoughtful service (Carner, 1988). Lending further support to the
notion that older people are more discerning of the quality of service interactions.
3.2 Grouped according to Gender
Table 14

five service attributes when they are grouped according to Gender
T- Computed
1&
1&
1&
Service 398 3.387 1.363 0.244 Not Significant
Shown in Table 14 are the calculated p-value of the services Timeliness,
Safety & Security, Ticketing, Accessibility & Comfort of Facilities, and Information
& Customer Service which were 0.718, 0.413, 0.551, 0.165 and 0.244,
respectively. Since all the p-value computed were higher than the level of
significance of 0.05, it can be said that the level of customer satisfaction on all
the five service attributes of male passengers had the same assessment among
female passengers.
Gender may impact on perceptions of interaction quality, physical
environment quality, outcome quality and systems quality due to gender role
socialization, decoding ability, differences in information processing, traits, and
the importance placed on core or peripheral services (Brody and Hall, 1993;
Dittmar, Long and Meek, 2004; Mattila, Gradey and Fisk, 2003). However, in a
study of Ganesan-Lim (2008), it shows that the results failed to reveal a
significant effect for gender on perceived interaction quality physical environment
quality, outcome quality and systems quality.

3.3 Grouped according to Civil Status
Table 15

five service attributes when they are grouped according to Civil Status
F- Computed
4&
4&
4&
Ticketing 395 3.705 2.443 0.046 Significant
Table 15 shows that the computed p-values of the service attributes, other
than the “Ticketing Service”, when grouped according to Civil Status was greater
than α=0.05; hence, the null hypothesis was accepted. This means that there was
no significant difference in the level of customer satisfaction on the four (4) service
qualities of MSC in terms of the five attributes as perceived by the respondents
when they were grouped according to their civil status. This implies that the level
of customer satisfaction on the five service attributes, except on the “Ticketing
Service”, of passengers who were single had the same assessment with other
passengers who were not.

However, as the p-value of “Ticketing Service” was calculated lower than α
which was 0.05, the null hypothesis was rejected. This means that there was a
significant difference in the level of customer satisfaction on the Ticketing service
of MSC as perceived by the respondents when they were grouped according to
their civil status. It can be said that the level of customer satisfaction on the
service quality attribute: “Ticketing Service”, of passengers who were single had
different assessment with other passengers who were not.
Consumer demographic characteristics of race and marital status provided
significant differences between expectations and perceptions for reliability and
convenience (Gagliano & Hathcoste 1994).
3.4 Grouped according to Social Class
Table 16

five service attributes when they are grouped according to Social Class
F- Computed
4&
4&
4&
Shown in Table 16 that the calculated p-value of the services: Timeliness,
& Customer Service are 0.701, 0.941, 0.716, 0.549 and 0.420, respectively.
Since all the p-value computed was higher than the level of significance of 0.05,
it can be said that the level of customer satisfaction on the five service attributes
of male passengers had the same assessment with female passengers.
Consumers with different income levels have been found to have different
perceptions of service quality (Scott and Sheiff, 1993). It is generally accepted
that individuals with higher income levels also have higher education levels
(Farley, 1964) and as a result these consumers tend to engage more in
information processing prior to decision making (Schaninger and Sciglimpaglia,
1981).
3.5 Grouped according to the Distance from Residence to the Station
Table 17

five service attributes when they are grouped according to the Distance
from Residence to the Station
F- Computed
3&
Timeliness 396 3.444 3.043 0.029 Significant
3&
Safety & Security 396 3.620 3.155 0.025 Significant
3&
Information & 3&
Customer Service 396 3.410 1.093 0.352 Not Significant
Table 17 shows that the calculated p-value of the service attributes
“Ticketing, Accessibility & Comfort of Facilities, and Information & Customer
Service” were 0.492, 0.207, and 0.352 respectively. This means that there was no
significant difference in the level of customer satisfaction on the mentioned
service qualities of MSC in terms of the five attributes as perceived by the
respondents when they were grouped according to the Distance from Residence
to the Station. This implies that the level of customer satisfaction of passengers
on these service attributes who lived within 0 to 1KM had the same assessment
as other passengers who lived farther.

However, as the p-value of “Timeliness, and Safety & Security” was
calculated lower than α which was 0.05, the null hypothesis was rejected. This
means that there was a significant difference in the level of customer satisfaction
on the Timeliness, and Safety & Security of MSC as perceived by the respondents
when they were grouped according to the Distance from Residence to the Station.
It can be said that the level of customer satisfaction of passengers on these
service attributes who lived within 0 to 1KM had different assessment from other
passengers who lived farther.
3.6 Grouped according to Frequency of Use
Table 18

five service attributes when they are grouped according to Frequency of
Use
F- Computed
4&
Timeliness 395 3.463 6.792 0.000027 Significant
4&
Safety & Security 395 3.635 2.923 0.021 Significant
4&
of Facilities 395 3.169 2.865 0.023 Significant
Service 395 3.433 3.132 0.015 Significant
Table 18 shows that the computed p-value of the service attributes other
than the “Ticketing Service” when grouped according to age was lower than
α=0.05; hence, the null hypothesis was rejected. This means that there was
significant difference in the level of customer satisfaction on the service qualities:
“Timeliness”, “Safety & Security”, “Accessibility & Comfort of Facilities”, and
“Information & Customer Service” of MSC as perceived by the respondents when
they were grouped according to their Frequency of Use. It can be said that the
level of customer satisfaction of passengers on these service attributes who used
the train more than 1 per day had different assessment from other passengers
who used the train occasionally.
However, as the p-value of “Ticketing Service” was calculated higher than α
which was 0.05, the null hypothesis was accepted. This means that there was no
significant difference in the level of customer satisfaction on the “Ticketing
Service” of MSC as perceived by the respondents when they were grouped
according to their Frequency of Use. It can be said that the level of customer
satisfaction of passengers on this service attribute who used the train more than 1
per day had the same assessment as other passengers who used the train
occasionally.
3.7 Grouped according to Trip Purpose
Table 19

five service attributes when they are grouped according to Trip Purpose
F- Computed
4&
4&
4&
Shown in Table 19 that the calculated p-value of the services: Timeliness,
& Customer Service is 0.740, 0.840, 0.068, 0.973, 0.882, respectively. Since all
the p-value computed was higher than the level of significance of 0.05, it can be
said that the level of customer satisfaction of passengers on all the five service
attributes who used the train for going to school was the same with passengers
who used the train for other purposes.

Chapter 5
SUMMARY, CONCLUSIONS AND RECOMMENDATIONS
This chapter presents the overview of the study and the findings, the
researcher’s conclusions and recommendations drawn from the data gathered
Summary
The main purpose of this study was to determine the level of customer
National Railways. Descriptive method of research was used in this study with
the use of a questionnaire and structured interview as main tools for gathering
data. The respondents were the passengers who will ride the train, aged 15 and
above. With a population of 64,566 average passengers per day, the author used
400 to be the sample size for this study. The researcher was able to survey 400
passengers with no invalid answers in which can be use in the tabulation and
analysis. Frequency, weighted mean, percentage and analysis of variance were
used in the statistical treatment of the gathered data.
Findings
Based on the results of the data gathered that were analyzed and
interpreted, the following were the findings:

Majority of the respondents were aged 15-24 with 43% and the least was
65+ with only 1%. In terms of gender, female respondents were more than male
respondents with 53%. In terms of civil status, it was dominated by single with
272 respondents out of 400 or 68%. While in the social class, lo-mid income
laborers were 196 or 49% of the total respondents. In terms of distance from
residence to the station, majority of the respondents resided more than 10kms
away. 33% of the respondents rode the train service 5-7 times a week. Lastly,
majority of the purpose of the respondents were going to work with 52% and the
least was to go shopping with 6%.
2. Level of Customer Satisfaction on the Service Quality of Metro South
Respondents
After all the scores per service attributes were obtained, the overall
customer satisfaction level was computed. It showed that the overall average of
the five service attributes was 3.50 or equivalent to “Somewhat Satisfied”.
Specifically, in terms of the timeliness, the weighted mean was 3.42 of somewhat
satisfied and the journey time given the distance travelled was less high with a
weighted mean of 3.54 or equivalent to Satisfied. In the safety & security, it
achieved a satisfied level with a weighted mean of 3.63.The presence of security
personnel had the highest score under this service with a weighted mean of 3.76.
The ticketing service got the highest weighted mean on all the five service
attributes. It had a score of 3.93 but still within the satisfied level. It is because of
the fare price of the train service which achieved the highest score of 4.28. In
terms of the Accessibility & Comfort of Facilities, it received the lowest score on
all the five service quality with a weighted mean of 3.13 but still within the
somewhat satisfied. The temperature on train got the lowest score with only 2.66
while the highest under this service attribute was the ease on accessing the train
station with a weighted mean of 3.44, a little higher on the cleanliness of the
station and trains with a weighted average of 3.40. The Information & Customer
Service got a weighted mean of 3.39 or equivalent to somewhat satisfied. It
clearly showed that the respondents were satisfied on the willingness of station
and train staff to help with a weighted average of 3.62. But the service still lacked
in availability of information about service delays which only scored 3.21 or
equivalent to somewhat satisfied.
3. Significant Difference in the Level of Customer Satisfaction on the
Service Quality of Metro South Commuter of Philippine National
Railways in terms of the Five Attributes as perceived by the
Respondents when they are grouped according to Profile
Based on the results, P-values of the mean assessment of the respondents
toward the level of customer satisfaction when grouped according to gender,
social class and trip purpose for all the service attributes were higher that the
level of significance of 0.05. On the other hand, when grouped according age, P-
value for the Information & Customer Service was less than the level of
significance but for all the other service attributes, p-values were all higher than
0.05. In grouped according to Civil Status, the p-values of all the service
attributes were higher than the level of significance except the ticketing service
which was lower than 0.05. While in the profile of distance from residence to the
station, the services: timeliness and safety & security have a p-value of higher
than the level of significance while the other services were lower than 0.05.
Lastly, in the frequency of use, almost all the services, except the ticketing
service, were lower than the level of significance of 0.05.
Conclusions
Based on the findings of the study, the following conclusions were drawn:
The respondents were 15-24 years old and were dominated by females.
The civil status of the respondents was single and they belonged to the lo-mid
income class. The respondents resided more than 10kms away from the station
where they were surveyed. Respondents rode Metro South Commuter Service 5-
7 times a week and they used it for the purpose of going to work.
2. Level of Customer Satisfaction on the Service Quality of Metro South
Respondents
2.1 The findings revealed that the respondents were somewhat satisfied on
the turning up time of trains and on the frequency of the train service. While they
felt satisfied on the journey time given the distance travelled. Overall,
respondents were somewhat satisfied on the timeliness of Metro South
Commuter Service.
2.2 It was also found out that the respondents were satisfied on their safety
whenever they were at the train stations and on the presence of security
personnel. However, they were only somewhat satisfied on their safety when
they were inside of the train. Overall, the respondents were satisfied on the
safety & security of the Metro South Commuter Service.
2.3 Respondents were satisfied on purchasing train tickets, use of paper
ticketing and on the fare price. This showed that overall, the respondents were
satisfied on the ticketing service of the Metro South Commuter.
2.4 The respondents’ reaction on the Accessibility & Comfort of Facilities
were somewhat satisfied. They felt the same on the ease of accessing the train
station, comfort at the train stop, temperature inside the train and on the
cleanliness of the train stations, which were somewhat satisfied.

2.5 The findings showed that the respondents were somewhat satisfied on
the availability of arrival information for the train, availability of information about
service delays and ease of finding info of routes, stops, timetable, etc. However,
they were satisfied on the willingness of station and train staff to help. This
denoted that overall, the respondents were somewhat satisfied on the
information & customer service.
3. Significant Difference in the Level of Customer Satisfaction on the
Service Quality of Metro South Commuter of Philippine National
Railways in terms of the Five Attributes as perceived by the
Respondents when they are grouped according to Profile
3.1 The findings revealed that there was no significant difference on the
timeliness, safety & security, ticketing, and accessibility & comfort of facilities in
the level of customer satisfaction when they were grouped according to age.
However, the information & customer service have significant difference.
3.2 The findings revealed that on all the services: timeliness, safety &
security, ticketing, accessibility & comfort of facilities and on the information &
customer service, there was no significant difference in the level of customer
satisfaction when they were grouped according to gender.
3.3. The findings revealed that there was no significant difference on the
timeliness, safety & security, accessibility & comfort of facilities and on the
information & customer service in the level of customer satisfaction when they
were grouped according to civil status. However, the ticketing services had
significant difference.
satisfaction when they were grouped according to social class.
ticketing services, accessibility & comfort of facilities and on the information &
customer service in the level of customer satisfaction when they were grouped
according to the distance from residence to the station. However, the timeliness,
and safety & security had significant difference.
ticketing services in the level of customer satisfaction when they were grouped
according to the frequency of use of the train service. However, the timeliness,
safety & security, accessibility & comfort of facilities and on the information &
customer service had significant difference.
satisfaction when they were grouped according to the trip purpose.
Recommendations
Based on the drawn conclusions, the following are the recommendations:
1. Timeliness. The management should look into the punctuality of the trains. It
is also necessary for the company to acquire new trains considering that the
trains they are using are very old and are already obsolete in the market. This will
increase the reliability and frequency of their trains and will assure the
passengers that they will arrive on their destinations on-time. They should also
properly manage and maintain their existing rail tracks. If these tracks are
improved, trains can be operated at a faster speed which translates a lesser time
on travelling and it will become more efficient rail service.
2. Safety & Security. In spite of the fact that the respondents were satisfied on
their safety & security, the management should still provide better service and
security to its facilities. They must provide a roving security personnel on trains
and on stations.
3. Ticketing. Though it is the highest scoring attribute, the management can still
improve its ticketing service by introducing an Automated Fare Collection
System. Automated fare collection is a revolutionary, streamlined solution for
many potential issues associated with the manual collection of fares.

4. Accessibility & Comfort of Facilities. The PNR Management should look
into the improvements of its facilities. Having the lowest score on all the service
attributes, they need provide proper shelter and seating for the passengers and
with special needs. Also, their trains, having a considerable low score, they
should properly maintain the trains so it can provide a comfortable temperature.
Considering that railway is a mass transportation, it should not neglect the
comfortability of its passengers while on train or on the stations. There are
studies that travelers who tend to make frequent trips by public transportation
demonstrate higher probability of satisfaction with accessibility, which could be
the point of interest to transit service providers.
5. Information & Customer Service. The management should provide all
necessary information about their services for their passengers. They can use
public announcements every time there is a delay on the arrival of train. They
should have policies on how to properly inform the passengers and when it
should be announced. They should also provide informative posters so that
passengers can easily be informed on the price, schedules and notices on their
train service. Personnel should maintain their attitude towards helping the
passengers. This service attribute can be improved without spending a huge
amount of money.
In general, it is necessary to increase user satisfaction through improving
the public transport system of the Metro South Commuter of Philippine National
Railways. These improvements will make the cities which benefits the service
more sustainable and reduce the use of private cars in the future. High quality
transit services will maintain existing users and attract new passengers.
Nonetheless, public transport system enhancements will lead to resolving
problems such as: traffic congestion, accidents, traffic noise, air pollution, and
fuel consumption.
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Appendix 1
Request Letter
Republic of the Philippines

POLYTECHNIC UNIVERSITY OF THE PHILIPPINES
Graduate School
Master of Science in Industrial Engineering and Management Society
August 15, 2016
ENGR. JOSEPH ALLAN C. DILAY

General Manager
Philippine National Railways
Thru: MS. JOSELINE A. GERONIMO

Acting Department Manager
Operations
Dear GM Dilay:
Good day!
I am a student of Master of Science in Industrial Engineering and Management in Polytechnic University of the
Philippines-Graduate School. As part of my requirement in this program, I would like to make a study on the
train service of the Philippine National Railways and will only focus on its metro train service, the Metro South
Commuter Train.
In line with this, I am asking for a permission to continue with my study entitled “THE LEVEL OF CUSTOMER
SATISFACTION ON THE SERVICE QUALITY OF METRO SOUTH COMMUTER OF PHILIPPINE
NATIONAL RAILWAYS” and to conduct a survey in the stations on the month of September, 2016. Attached
herewith is the questionnaire which will be used.
I am looking forward to your most favorable response to my request. Rest assured that all data gathered will
be treated with utmost confidentiality and for academic purpose only.
Thank you in advance for your support!
Sincerely Yours,

Researcher
Noted By:
DR. BEN B. ANDRES

MSIEM Program Head/Adviser
Appendix 2
Survey Questionnaire
Control No. _____________
POLYTECHNIC UNIVERSITY OF THE PHILIPPINES

MASTER OF SCIENCE IN INDUSTRIAL ENGINEERING AND MANAGEMENT
GRADUATE SCHOOL
QUESTIONNAIRE
Instructions: Please provide the needed information by placing a check mark on the box provided.
AGE:  15-24  25-34  35-44

 45-54  55-64  65+
GENDER:  MALE  FEMALE
CIVIL STATUS:  SINGLE  MARRIED  DIVORCED
 SEPARATED  WIDOWED
SOCIAL CLASS:  POOR LABORER  LO-MID INCOME LABORER
 PROFESSIONAL  MANAGER & ENTREPRENEUR
 SOCIAL ELITE
DISTANCE FROM RESIDENCE TO THE STATION:  0>1KM
 1KM>4KM  4KM>10KM  10KM>MAXIMUM
FREQUENCY OF USE (FOR THE LAST 3 MONTHS):  MORE THAN 1 PER DAY
 5-7 TIMES A WEEK  2-4 TIMES A WEEK
 1-4 TIMES A MONTH  OCCASIONALLY
TRIP PURPOSE (MAJORITY):  SCHOOL  WORK
 BUSINESS TRIP  SHOPPING  OTHER_______
How satisfied are you

Highly Somewhat Highly
with the following Satisfied Dissatisfied
Satisfied Satisfied Dissatisfied
services?
Timeliness
Train turning up on time
Frequency of train service
Journey time given the
distance travelled
Safety & Security

Feeling safe at the train
station
Feeling safe while on the
train
Presence of Security
Personnel
Ticketing
Ease of purchasing train
ticket
Use of paper ticketing
Fare Price
Facilities: Accessibility & Comfort
Ease of accessing the train
station
Comfort at the train stop
(shelter & seating)
Temperature on train
Cleanliness of the stations
and trains
Information & Customer Service
Availability of arrival
information for the train
Availability of information
about service delays
Ease of finding info
(routes, stops, timetables)
Willingness of station and
train staff to help
Appendix 3
Curriculum Vitae

10 Sct. Ybardolaza St., Brgy. Sacred Heart,
Quezon City
stefanoperez@ymail.com
+63 922 527 3282
+63 917 424 3860
CAREER OBJECTIVE
1. To put into practice the knowledge I had in your own institution with the
utmost dedication in the best of my abilities.
2. To build up my skills and to enhance my potentials in pursuing my career
path; thus I will contribute my knowledge, skills and ability to achieve your
goals in return.
PERSONAL PARTICULAR
Date of Birth: Oct 16, 1990

Place of Birth: Quezon City
Height: 5’8”
Weight: 72 kgs.
Civil Status: Single
Languages spoken: Filipino, English
Religion: Roman Catholic
Nationality: Filipino
Provincial Address: 4th St. Liwayway Subd., Lalig, Tiaong,
Quezon Province
PROFESSIONAL EXPERIENCES
PART-TIME PROFESSOR
Sta. Mesa, Manila
PHILIPPINE NATIONAL RAILWAYS

Corporate Planning Analyst A (currently employed)
 Assists in the preparation of long-range and annual plans and
programs for the corporation;
 Assists in the preparation of the corporate budget ;
 Assists in developmental projections, forecast, and prepares
economic reports;
 Determines the extent of compliance of each department in carrying
out the policies, plans and procedures for which it is responsible.
MMUTIS Update and Capacity Enhancement Project (MUCEP)

Traffic Surveyor
CIVIL SERVICE ELIGIBLE – PROFESSIONAL LEVEL

San Francisco High School
May 27, 2012
EDUCATIONAL ATTAINMENT
Master’s Degree Master of Science in Industrial

Engineering and Management
Polytechnic University of the
Philippines
Sta. Mesa, Manila
College Level Bachelor of Science in Railway

Engineering and Management
Polytechnic University of the
Philippines
Sta. Mesa, Manila
Intermediate Level Quezon City High School

Kamuning, Quezon City
Elementary Level Quirino Elementary School

Anonas, Quezon City
TRAININGS/SEMINARS/WORSHOP ATTENDED
Training on Government Procurement Reform Law, Its R-IRR and

Latest Updates
PhilGEPS and PNR
July 2016
Strategic Planning Workshop 2016

February 2016
Workshop on Railway Operation Safety

Japan International Cooperation Agency
November 2014
Skills Enhancement for APEC Philippine Close-in Liaison Officers

FSI-Department of Foreign Affairs
July 2014
Gender Sensitivity Training

March 2014
National Greenhouse Gas Inventory Training for Transport Sector

Climate Change Commission
March 2014
Station Agent Training

August-October 2012
Nurturing Minds Under the Discipline of Track Design

and Maintenance
PUP – BSREM
August 2011
OJT-Line 2, TSPA, Trackworks Dept.

April 2010 - May 2010
TALENTS AND SKILLS
Computer Literate
_Word _AutoCad
_Excel _Internet
_PowerPoint _Adobe Photoshop
Theatre actor of Sining Lahi Polyrepertory under University Center for
Culture and the Arts.
AFFILIATION
 Member of PNR Bids and Award Committee Secretariat

 TWG Member of PNR Gender and Development Focal Point System
 Close-in Liaison Officer – APEC ‘15 and other future DOTC
international activities
 Alumnus of Sining Lahi Polyrepertory
 Daangbakal Mountaineer
 Boy Scout of the Philippines – Venturer Scout
 Vice-President of PUP Rail Student Society – SY 2011-2012
Appendix 4
Certification for Editing

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PO LYTECHNIC UNIVERSITY O F THE PHILIPPINES

Philippine Copyright 2016

THE LEVEL OF CUSTOMER SATISFACTION ON THE SERVICE

EDWIN STEFANO C. PEREZ

This thesis entitled THE LEVEL OF CUSTOMER SATISFACTION ON THE

ENGR. GUILLERMO O. BERNABE

ENGR. RHODORA N. BULURAN DR. BEN B. ANDRES

Approved by the Panel on Oral Examination _____________ with the grade

DR. BEN B. ANDRES

ENGR. RHODORA N. BULURAN DR. VICKY S. CRUZ

Accepted in partial fulfillment of the requirements for the degree Master of

DR. CARMENCITA L. CASTOLO

Date of Passing the Comprehensive Examinations: ______________

LEVEL OF CUSTOMER SATISFACTION ON THE SERVICE QUALITY OF METRO

SOUTH COMMUTER OF PHILIPPINE NATIONAL RAILWAYS” for the degree

Master of Science in Industrial Engineering and Management at the Polytechnic

referencing and acknowledgement were made.

EDWIN STEFANO C. PEREZ

Title : The Level of Customer Satisfaction on the Service

Researcher : Edwin Stefano C. Perez

Degree : Master of Science in Industrial Engineering and

Institution : Polytechnic University of the Philippines

Adviser : Engr. Guillermo O. Bernabe

satisfaction on the service quality of the Metro South Commuter of Philippine

representation of variables in the research of the customer satisfaction on the

service quality of Metro South Commuter of Philippine National Railways. This

method was designed to conduct measurements and assessments obtained from

the respondents. Descriptive method is the common means of obtaining information

by construction of the survey questionnaires, personal interviews and subjected to

Based on the data gathered, the following findings were drawn:

shopping with 6%.

service attributes was 3.50 or equivalent to “Somewhat Satisfied”. Specifically, in

scored of 3.21 or equivalent to somewhat satisfied.

Based on the results, P-values of the mean assessment of the respondents

somewhat satisfied on the timeliness of Metro South Commuter Service.

Metro South Commuter Service.

Respondents were satisfied on purchasing train tickets, use of paper ticketing

ticketing service of the Metro South Commuter.

The respondents’ reaction on the Accessibility and Comfort of Facilities were

train stations, which were somewhat satisfied.

The findings revealed that there was no significant difference on the

However, the information and customer service had significant difference.

they were grouped according to gender.

The findings revealed that there was no significant difference on the

they were grouped according to social class.

security had significant difference.

service had significant difference.

they were grouped according to the trip purpose.

Based on the drawn conclusions, the following are the recommendations:

efficient rail service.

its ticketing service by introducing an Automated Fare Collection System. Automated

fare collection is a revolutionary, streamlined solution for many potential issues

associated with the manual collection of fares.

provide a comfortable temperature. Considering that railway is a mass

by public transportation demonstrate higher probability of satisfaction with

accessibility, which could be the point of interest to transit service providers.

The management should provide all necessary information about their

informative posters so that passengers can easily be informed on the price,

spending huge amount of money.

This study identified, described, and measured satisfaction of Metro South

Commuter as perceived by the passengers. The most critical implication of this

Yet, further research in this domain is encouraged. In particular, it may be useful to

railway lines and operator who share similar characteristics, components,