Thesis Final Manuscript

UNIVERSITY OF SANTO TOMAS FACULTY OF ARTS AND LETTERS PAGE 1
Chapter 1
The Problem and its Background
I. Introduction:
The Philippines has been known for the diversity of its customs and
traditions. It is a country with an abundance of culture that is practiced by its
citizens from the moment of its establishment until today. Most of the country’s
unique customs and traditions were influences of past colonization of some of its
surrounding countries. The Philippines

UNIVERSITY OF SANTO is TOMAS
known for having a SCHOOL
GRADUATE melting pot PAGE
characteristic because of its heterogeneous society becoming more homogeneous
by its different elements melting together into a harmonious whole with a
common culture.
Few of the most distinguished cultures in the Philippines are its unique
modes of transportation. Examples of these are the world-famous tricycle, kalesa,
and the most popular means of public transportation in the Philippines, the
jeepney.
The tricycle (trike) is a three-wheeled, gasoline-run motorized vehicle that
is made up of a motorcycle and a sidecar with multiple seating and a covered
room which is often used for baggage compartment. The back is often extended to
serve the same purpose.

The kalesa is basically a horse-drawn carriage. It was introduced in the
Philippines in the 18th Century by the Spaniards. It was the upper class mode of
transport; only the rich and officials could afford the luxury of the kalesa. It was
designed to carry at least two people and some baggage. The carriages are always
brightly colored together with small sides containing the cochero’s whip inside a
pipe at the right side and sticks at the left side that serve as a design like the
antenna of a radio.
However, the researchers will focus on the acclaimed most popular means
of transportation in the Philippines which is the jeepney. The jeepney was
originally made from US military

UNIVERSITY OFjeeps leftover
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TOMAS World War IISCHOOL
and is well- PAGE
known for its flamboyant decorations and crowded seating.
As American troops began to leave the Philippines at the end of World
War II, hundreds of surplus jeepneys were sold or given to local Filipinos. Locals
stripped down the jeeps to accommodate several passengers, added metal roofs
and shades, and decorated the vehicles with vibrant colors and bright chrome
hood ornaments.
The jeepney rapidly emerged as a popular and a creative way to re-
establish inexpensive public transportation. Recognizing the wide-spread use of
these vehicles, the Philippine government began to place restrictions on their use.
Drivers now must have specialized licenses, regular routes, and reasonably fixed
fares.
Given that jeepneys have been existing and functioning for a long period
of time, innovation among a variety of things have already took place and the
jeepney was not left behind. One of the many innovations that have taken place
over the ample period of time in the transportation industry is the invention of
electric vehicles. The Philippine electric vehicle industry aims to have a nation
where the use of electric vehicles is highly promoted, encouraged, and supported
by its government and society in order to develop a transportation landscape that
is one with the environment, ecologically, and economically.
The Makati Green Pasada, which is the country’s first E-jeepney
franchise, was launched in MarchOF

UNIVERSITY 2008. The researchers
SANTO of this studySCHOOL
TOMAS GRADUATE have an end PAGE
goal of determining whether or not the E-jeepneys will be more effective and
efficient for its expansion throughout Metro Manila based on the already
implemented and operating Makati Green Pasada. The researchers will conduct
surveys among E-jeepney commuters regarding five factors of the standards of
their satisfaction on the said electronic vehicles. These factors are the availability
of the E-jeepneys, the routes of their travels, the comfortability, the safety, and the
fare. The conclusion that will be formulated from the surveys shall determine
whether or not the expansion of the E-jeepneys throughout Metro Manila will be
effective and efficient.

II. Objectives of the Study:
 To determine whether or not the E-jeepneys meet and satisfy the standards
of its commuters in terms of its availability, routes, safety, comfortability,
and fare
 To determine whether or not the E-jeepneys promote better road safety
than the old jeepneys
UNIVERSITY OF SANTO TOMAS GRADUATE SCHOOL PAGE

III. Theoretical Framework
Product/Service’s Overall
Reputation Product/Service
Quality
Media and Online Pre-Purchase Post-
Review of Expectations Purchase Product/Service
Product/Service Performance Experience and
Process
Previous
Experience with Image and Social
Product/Service Status Benefits
Disconfirmation
Expectations Expectations Met Expectations Not

Exceeded (Confirmed) Met (Disconfirmed)
(Disconfirmed) Satisfied Dissatisfied
Highly Satisfied
Figure 1: Expectation Disconfirmation Model by Richard Oliver
The diagram above exhibits how Customer Satisfaction is considered to
have a strong relationship with Disconfirmation which is defined as the difference
between a customer’s Pre-Purchase Expectations and the Post-Purchase
Performance of a product or service. Accordingly, customer satisfaction refers to
‘‘the summary psychological state resulting when the emotion surrounding

disconfirmed expectations is coupled with the consumer’s prior feelings about the
consumption experience’’.
The customer’s expectations have been built over time by a variety of inputs (as
shown in the top left of the model), which are 1) the reputation of the product or
service; 2) the media and online reviews of the product or service; 3) and the
previous experience of a consumer with the product or service.
The organization has significant control over the first input (reputation)
and, therefore, attempt to build strong, positive but realistic expectations of the
firm and its offerings to potential customers (that is, its target market). Their
UNIVERSITY
effectiveness in this OF SANTO
regard is impacted TOMAS
by the GRADUATE
quality SCHOOL
and consistency of their PAGE
communications program, as well as by their total level of promotional spend and
their share-of-voice relative to their direct competitors.
The next two inputs (media and online reports) are much harder to control.
Typically firms have implemented public relations programs in order to generate
positive media attention. These days many firms are also active on social media
platforms and also focus upon sponsorship and corporate social responsibility
projects.
The last input (the customer’s previous experience) is highly relevant for
existing customers. Clearly for most firms interested in tracking customer

satisfaction levels, they would be mainly researching existing customers, as
opposed to new, making previous experiences a critical factor.
In total, these main inputs will create and shape each consumer’s level of
expectations of value from the firm. Expectations of each consumer will generally
vary to some extent, based on their individual exposures to the various
communications, their level of purchase involvement, and their previous
experiences.
Moreover, as shown in the top right of the model, there are multiple
influences upon how the customer perceives the level of value received, which are
1) overall productUNIVERSITY OF SANTO

or service quality; TOMAS
2) product GRADUATE
or service experience SCHOOL
and process; PAGE
and 3) image and social status benefits.
Like the inputs to expectations, these factors then work in aggregate to
form the customers overall perception of value received. Again, because this is
based upon perception, each customer is likely to form a slightly different view
based upon their own experiences and what aspects of the product/service is most
important to them.
The balance of the model is the evaluation stage, such as the post-purchase
phase of the buyer decision process in consumer behavior topics. The customer
will assess how well the purchase experience lived up to their prior expectation.
Depending upon whether the customer’s expectations have been met (that
is, confirmed) or exceeded (positively disconfirmed) or not met (negatively
disconfirmed) will determine the customer’s overall satisfaction level – as
represented by the three boxes at the bottom of the model.
Several researchers have proposed that expectations have a direct effect on
satisfaction and perceived performance. Moreover, this relationship can result
from an assimilation effect whereby expectations establish the baseline or
standard of comparison for the consumers to make evaluative judgements about
the product or service.

IV. Conceptual Framework
Availability
Routes Commuter Effectiveness and

E-jeepneys Satisfaction Efficiency of the
of Makati E-jeepneys of
Green Comfort Makati Green
Pasada Pasada
Safety
Fare
Effectiveness and
Efficiency of the
Expansion of the E-
jeepneys throughout
UNIVERSITY OF SANTO TOMAS Metro
GRADUATE Manila
SCHOOL PAGE
Figure 2: Conceptual Framework
The diagram presents the relation between the E-jeepneys, more specifically
the Makati Green Pasada and the five standards of commuters’ satisfaction on
their experiences with the E-jeepneys. It shows how these standards become
major factors on the effectiveness and efficiency of the Makati Green Pasada.
These five standards are 1) the availability of the E-jeepneys, 2) the routes which
the E-jeepneys travel, 3) the safety, 4) the comfortability, and 5) the fare which
the E-jeepneys demand.

The diagram illustrates that if the E-jeepneys of the Makati Green Pasada
satisfy the standards of its commuters, the expansion of the E-jeepneys throughout
Metro Manila will prove to be effective and efficient to its commuters based on
their satisfaction as it has been in the City of Makati.
V. Statement of the Problem:
General Problems:
1. Does the E-jeepney meet the standards of its commuters in terms of
their satisfaction?
Specific Problems:
1. Is the availability of E-jeepneys sufficient for the commuters?
2. Do the routes of the E-jeepney cover the desired destinations of the
commuters?
3. Do the commuters perceive the design of the E-jeepneys to be safer
than the design of the old jeepneys?
4. Are the E-Jeepneys comfortable enough for the commuters?
5. Is the fare of the E-jeepney justified by its distance of travel?

VI. Hypothesis:
General Problem:
H0: The E-jeepney does not meet the standard of the commuters in terms of their
satisfaction.
H1: The E-jeepney does meet the standard of the commuters in terms of their
satisfaction.
Specific Problems:
Specific Problem No. 1:
H0: The availability of the E-jeepneys is not sufficient for the commuters.
H1: The availability of the E-jeepneys is sufficient for the commuters.

H0: The routes of the E-jeepneys do not cover the desired destinations of the
commuters.
H1: The routes of the E-jeepneys cover the desired destinations of the commuters.
H0: The commuters do not perceive the design of the E-jeepneys to be safer than
the design of the old jeepneys.
H1: The commuters do perceive the design of the E-jeepneys to be safer than the
UNIVERSITY OF SANTO TOMAS GRADUATE SCHOOL

design of the old jeepneys. PAGE
H0: The E-jeepneys are not comfortable enough for the commuters.
H1: The E-jeepneys are comfortable enough for the commuters.
H0: The fare of the E-jeepney is not justified by the distance of its travel.
H1: The fare of the E-jeepney is justifies by the distance of its travel.
VII. Significance of the Study
To the academe
The innovation of the most famous mode of transportation in the
Philippines from being a just a vehicle left to the Filipinos by the American
soldiers to being a remodeled electronic vehicle illustrates how much
development can be made on something with enough research and study. Hence,
this study aims to call the attention of different experts and researchers in
different fields to conduct more studies which shall lead to the innovation of not
just jeepneys but even the different modes of transportation in the Philippines
supported by the government and society in order to develop a transportation
landscape that is one with the environment, ecologically, and economically.
To the students
Majority of the commuters in the Philippines are students who travel from
their houses to their schools. These daily commutes may take a few minutes or an
hour or even. Either way, these students experience a hassle in commuting
everyday one way or another. This study aims to create awareness among these
students who experience commuting in their day-to-day life. The study will help
students who commute on a daily basis by letting them know how the
effectiveness and efficiency of the E-jeepneys can be beneficial to them. One
aspect of these benefits is with regard to their health. Students who commute daily
are more prone to respiratory illness because of the smoke coming from the old
jeepneys. However, the E-jeepney if not totally eliminated, will lessen this
problem because of its eco-friendly setting. Hence, this study aims to let these
students be aware of such benefits as the one previously mentioned.
To the community
The findings of the study will help the society and the government in the
widespread implementation of the E-jeepneys in the country. It will a huge step
for the operators,UNIVERSITY

drivers, and theOF SANTO TOMAS
commuters GRADUATE
because the SCHOOL
old jeepneys have been PAGE
present and functioning for a long period of time and have been serving as the
country’s heritage from the past era. It is also one of the most popular modes of
transportation in the country.
Since public transportation plays a huge role in the country, it therefore
justifies the need for a more effective, more efficient, and safer mode of public
transportation for the society. Thus, the implementation and the acceptance of the
E-jeepneys will help the society, most especially when the results of the study will
prove the effectiveness and efficiency of the E-jeepneys in terms of the driver’s
source of income. The study will also discover the real point of view of
commuters’ satisfaction. Moreover, it will create awareness within the Filipinos
which are the beneficiaries of this project.

VIII. Scope and Limitations
The study will be limited to only one mode of transportation in the Philippines
which is the jeepney, more specifically the E-jeepneys of the Makati Green
Pasada. Given that the E-jeepneys are located in the City of Makati, the study will
include respondents that will come from the City of Makati more specifically
among the commuters of the Makati Green Pasada E-jeepneys. Moreover, the E-
jeepneys are limited to two villages in the City of Makati namely Legazpi Village
and Salcedo Village. The survey questionnaires will be equally disseminated to

UNIVERSITY
the respondents using probabilityOF SANTOtechniques.
sampling TOMAS GRADUATE SCHOOL
The study will be limited PAGE
to the perception and viewpoint of the abovementioned respondents and of the
researchers only.
IX. Definition of Terms
Operational Definitions
 Availability – the quality of being able to be used or obtained; the state of
being otherwise unoccupied
 Comfort – a state of physical ease and freedom from pain or constraint
 Effectiveness – the degree to which something is successful in producing
a desired result
 Efficiency – the state or quality of being efficient or able to accomplish
something with the least waste of time and effort; competency in
performance
 Electric Jeepney – a development of the traditional jeepney in the
Philippines which provides a sustainable, clean form of public
transportation
 Fare – the money a passenger on public transportation has to pay
 Jeepney – sometimes called “jeeps”, are the most popular means of
transportation in the Philippines; they are known for their crowded seating
and kitsch decorations which have become a ubiquitous symbol of

Philippine culture and art
 Route – a way or course taken in getting from a starting point to a
destination
 Safety – the condition of being protected from or unlikely to cause danger,
risk, or injury
Conceptual Definitions
 Availability – the state of being able to use something without limit or
constraint
 Comfort – the feeling of being at ease

 Effectiveness – the performance or effectivity of a thing or service in
producing an outcome
 Efficiency – the state of being able to achieve something with the least
effort exerted
 Electric Jeepney – a development of the most popular means of
transportation in the Philippines, which is the jeepney, which uses
recyclable batteries
 Fare – payment demanded by drivers or operators of a public
transportation to be paid by passengers or commuters
 Jeepney – a form of traditional transportation in the Philippines which

originated from army jeepneys left behind by the Americans at the end of
World War II
 Route – the way or course to be undergone to get to a certain destination
 Safety – the state of not being in the presence of harm or danger

Chapter 2
Review of Related Literature
I. Introduction
Jeepneys have been around since after the World War II when the American
troops began to leave the country and left behind or even sold to Filipinos their
surplus jeepneys. The Filipinos then developed these jeepneys and turned them
into a means of transportation. Several innovations have been done which
includes the modernization of these jeepneys turning them into electric and
battery operated vehicles.
Moreover, these modernized electric jeepneys have been in operation in the
Philippines for quite some time. Comparisons on the old jeepneys and the new
modernized jeepneys have been made with regard to the satisfactions of the
commuters or passengers in relation to their standards. Some of these standards
are in terms of the availability of the E-jeepneys, the routes which the E-jeepneys
undertake, its safety, its comfortability, and the fare which it demans from its
commuters or passengers. These factors determine the effectiveness and

efficiency of the modernized E-jeepneys based on the satisfaction of its
commuters or passengers.
II. Jeepneys
Jeepneys came from the word “jeep” and “knee” because of the crowded knee
to knee people sitting beside each other. Jeepneys are one of the most popular
means of public transportation in the Philippines. (Tarantula, 2008). After the
World War II, American sold or gave many surplus jeepneys to the Filipinos. The
Filipinos immediately thought of an idea to use these jeepneys as a means of

transportation. They started putting roofs on it and painting it with vibrant colors.
This means of transportation rapidly emerged due to the fact that it is another way
to re-establish inexpensive transportation for the masses after the World War II.
However, the government thought of placing some restrictions, some of which
are requiring drivers to have specialized license and jeepneys having a regular,
standard routes and reasonable fixed fares. With the continued use of this
transportation as time passes by, many operators have started owning more
jeepneys and making it useful for the commuters. Instead of using those jeepneys
to haul cargos, they used it to carry passengers.
The jeepney however, was said to be by other researchers as not being a
product from the Philippines but of the Americans. It was argued then by
Mercado (Mercado, 1994) that even though the original trucks came from the
Americans, it was then renewed by the Filipinos through their own creativity. The
trucks may have come from the Americans but it was a whole new concept done
by the Filipinos.
The informal jeepney industry is often described as a low productivity
backwater “sponge” absorbing those who cannot find productive employment in
formal urban activities but in reality it generates more jobs and income per
vehicle. (Chiu, 2008). Jeepney maintenance as well as the other resources needed
by it are known to be inexpensive. It was seen as this low-cost transportation in
the country, however, it also contributes a lot in the economy.

However, according to Chiu’s study, transformations are required in old forms
of jeepney industry, toward new and more promising forms that are keeping up
with the needs of nations moving from a traditional to a modern economy.
III. E-Jeepneys
Ten years ago, no electric vehicles were plying the country’s roads. But on
July 20, 2017, a prototype of the future of Philippine jeepneys was unveiled. In
2007, the Philippine Utility Vehicle (PhUV) Inc. pioneered the assembly of
electric jeepneys in the Philippines. It was incorporated by people behind seven
Philippine-based car parts makers – Yazaki-Torres, VSO, Glasteck, Nito Seiki,
Aut,ofir, MD Juan Enterprises and Manly Plastics. The PhUV did not initially
plan on making an electric vehicle rather, they wanted to make use of everything
that would satisfy the Filipinos comfortability and preserve the Filipino context of
the jeepneys. Evetually, a group of environmental advocates called Green
Renewable Independent Power Producers (GRIPP) suggested to the Local
Government of Makati City the idea of electric jeepneys which was later on called
the “Makati Green Pasada”. It was then supported and funded by an International
NGO.
E-jeepneys have all its advantages. According Yuri Sarmiento, Chief
Executive officer of franchise holder, Ejeepney Transport Corp, E-jeepneys are
the first step towards a long-term solution to the country's air pollution problems.
The E-jeepney project was finished within a span of one year with a capital of 1
million pesos which was mostly spent on research and design of the project.
According to the PhUV, 20 units were immediately sold for P700.000.00 per unit.
Advantages of the E-jeepneys were eventually unveiled, aside from it is
environmental friendly because it is electric, it can hold up to 16 people unlike the
other typical jeepneys which 20 – 22 passengers can ride. It adds up to the
comfortability of the passengers because it is not as crowded as the typical
jeepneys roaming around Metro Manila.
The launching of green jeepneys is in line with the Duterte government’s
Public Utility Vehicle (PUV) modernization program. His administration aims for
tighter emissions, road safety and roadworthiness regulations. Moreover, the e-

jeepneys were not fully approved and implemented yet because these innovations
would result into phasing out of old jeepneys and the operators are against it due
to the fact that they will lose money even just by buying one unit.
IV. Vehicle Batteries
Clean Up Australia, a not-for-profit Australian environmental conservation
organization founded by Australians Ian Kiernan and Kim McKay in 1989, made
a research about batteries and how harmful it can be to the environment. Batteries
from cars, computers, laptops, radios, phones, watches and even clocks can cause
harm to the environment due to OF

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fact thatTOMAS
batteriesGRADUATE
are made from variety of
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chemicals – nickel, cadium. But the most effective way to reduce battery waste is
to reduce the amount you use or to recycle them. For automotive batteries,
however, the environmental benefits are clear, although they vary with battery
type and recycling method. There are potential economic benefits as well.
(Gaines, 2014)
Automotive batteries are usually lead-acid, however, it is now being replaced
by Lithium-ion. These batteries are expected to last the life of the vehicle; they
will not be ending their useful lives in large numbers for about 10 years. As per
recycling these kinds of batteries, it has been said in other studies that it is going
to be complicated because they contain different chemicals which have their own
ways of being recycled. However, it was suggested to make these batteries

uniform as possible. In that case, it can all be recycled altogether. According to
Linda Gaines’ research, “Initial battery manufacturers can promote eventual
recycling using design for recycling, including the following steps: inclusion of
labels or other distinguishing features, use of a minimum number of different
materials, standardization of formats and materials, avoidance of toxic materials
(cadmium, arsenic, mercury, halogens, etc.), and designs that allow easy
separation of parts.”
In the Philippines, Motolite, one of the largest manufacturers, exporters, and
distributors of automotive, motorcycle and industrial car batteries in the Asia
Pacific Region, lets their consumers

UNIVERSITY trade used
OF SANTO car batteries
TOMAS for a newSCHOOL
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case, it is the proper method to dispose car batteries suggested by the company
which is very environmental friendly.
V. Customer Satisfaction
Customer satisfaction is defined as a customer’s overall evaluation of the
performance of an offering to date (Johnson and Fornell 1991). This overall
satisfaction strongly affects customer loyalty intentions across a wide range of
product and service categories. Being an evaluation that is built up over time,
customer satisfaction mediates the effects of product quality, service quality, and
price or payment equity on loyalty (Bolton and LEMON, 1999). In a service

context, overall satisfaction is synonymous with overall evaluation of service
quality.
Affective and Calculative Commitment
Verifiably, fulfillment has been utilized to clarify loyalty as behavioral
intentions (e.g., the probability of repurchasing what is more prescribing). In any
case, Verhoef (2003) contends that longitudinal information that join study
measures with resulting conduct ought to be utilized to set up a causal connection

amongst observations and conduct. For case, Bolton (1998) finds a constructive
outcome of in general consumer loyalty on the term of the relationship for
wireless clients, and Bolton and Lemon (1999) demonstrate a constructive
outcome of general fulfillment on client use of broadcast communications
membership administrations.
In an expansive scale investigation of car clients, Mittal and Kamakura (2001)
demonstrate a solid, but nonlinear, impact of consumer loyalty on repurchase
conduct, with the end goal that the useful frame relating fulfillment to repurchase
is hardly expanding. They additionally discover expansive contrasts in the
satisfaction– maintenance relationship across client attributes. Based on these

studies, we expect client fulfillment to impact client maintenance that differs
across clients.
The relationship marketing literature perceives another potential driver of
client dependability: relationship commitment (Bendapudi and Berry 1997;
Morgan and Chase 1994). Drawing on the authoritative behavior literature (Meyer
and Allen 1997), marketing scholars have differently characterized commitment
as a want to keep up a relationship (Moorman, Deshpandé, and Zaltman 1993;
Morgan and Chase 1994), a vow of progression between parties (Dwyer, Schurr,
and Gracious 1987), the forfeit or potential for forfeit if a relationship closes
(Anderson and Weitz 1992), and

UNIVERSITY the nonattendance
OF SANTO of aggressive
TOMAS GRADUATE offerings
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(Gundlach, Achrol, and Mentzer 1995). These different sources make a
"stickiness" that keeps clients faithful to a brand or organization notwithstanding
when fulfillment might be low.
The different definitions recommend two noteworthy measurements of
relationship duty: affective commitment and calculative, or continuance,
commitment (Fullerton 2003; Hansen, Sandvik, and Selnes 2003; Johnson et al.
2001). Calculative commitment is the colder, or more objective, monetary
construct reliance with respect to item benefits because of an absence of decision
or exchanging costs (Anderson and Weitz 1992; Dwyer, Schurr, and Gracious
1987; Heide and John 1992). Affective commitment is a hotter, or more
enthusiastic, factor that creates through the level of correspondence or individual

contribution that a client has with an organization, which brings about a more
elevated amount of trust and responsibility (Garbarino and Johnson 1999; Morgan
and Chase 1994).
In a monetary administrations setting, Verhoef (2003) exhibits coordinate
impacts of compelling responsibility on both relationship maintenance and
relationship development (share of a client's business). Albeit both fulfillment and
installment value were sure forerunners of affective commitment, they didn't
specifically influence Behavior. Verhoef estimated fulfillment utilizing
accumulated client convictions about particular measurements of administration
execution (e.g., UNIVERSITY

fulfillment withOFindividual consideration,
SANTO TOMAS readiness
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methods, reaction to claims). Interestingly, we measure satisfaction as a general
assessment of execution (Bolton and Lemon 1999; Fornell et al. 1996). In
addition, Verhoef did exclude calculative commitment in his investigation.
A vital theoretical contrast between consumer satisfaction and the dedication
measurements is that fulfillment is "in reverse looking," while the dedication
measurements are more "forward looking." Satisfaction is an evaluation of
execution to date, while affectional and calculative commitment catch the quality
of the relationship and the resultant sense of commitment to proceed forward.
In our preparatory examinations, we incorporated the impacts of cost and
quality as inert factors on maintenance. At the point when these builds were
inspected alone, they had a negative effect on churn. Be that as it may, when we
included consumer loyalty in our beat condition, both cost and quality moved
toward becoming non-significant. Because tests of mediation (Baron and Kenny,
1986) showed that the effects of price and quality on churn were completely
mediated by satisfaction, we excluded these factors from further analysis.
Situational and Reactional Triggers
In general, a trigger is a factor or an occasion that changes the premise of a
relationship (Roos, Edvardsson, and Gustafsson 2004). In the marketing literature,
triggers act as alarm clocks that concentrate energy for further actions
(Edvardsson and Strandvik 2000; Gardial, Rock, and Woodruff 1996). As we
depict in our observational examination, preparatory subjective meetings bolster
the utilization of Roos' (1999, 2002) situational and reactional triggers.
Situational triggers adjust clients' assessments of an offering in view of
changes in their lives or in something influencing their lives. These incorporate
statistic changes in the family (e.g., getting to be "unfilled nesters"), changes in
work circumstances, and changes in the financial circumstances. As it were, the
item has terminated; it never again mirrors the requirements of the client.
(Keaveney 1995; Roos 1999).
Reactional triggers are those basic episodes of crumbling in apparent
execution that are customarily portrayed in the literature (Gardial, Stone, and
Woodruff 1996). When something strange happens, for example, a decrease in
execution before purchase, during purchase, or during consumption, it diverts a
client's attention to evaluate present performance more closely which may put
customers to a switching path. (Roos 1999, 2002). For example, Bolton (1998)
finds that unreported administration disappointments have a noteworthy, negative
impact on maintenance.
The discussion proposes that either a situational or a reactional trigger
influences the importance of pior-performance data while foreseeing
maintenance. At the point when looked with a situational trigger, consumer
loyalty as a general assessmentOF

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earlier execution may turn outSCHOOL
TOMAS GRADUATE to be less PAGE
significant to the expectation of maintenance. Additionally, in light of the fact that
clients in a reactional trigger condition are effectively critical thinking, they may
center on present or future execution.
Holding up to watch how the organization tends to the item or administration
issue, these clients may put less instead of more stock in earlier execution, as
estimated by in general consumer loyalty. Based on these contentions, we foresee
that that the satisfaction– maintenance link is weaker for clients in either a
situational or a reactional trigger condition.
VI. Expectation Disconfirmation Model (EDM)

The study of client repurchase behavior keeps on getting the consideration
from analysts since a huge bit of customer purchases are second or n-time
purchases instead of beginning acknowledgments (Oliver, 1993). To elucidate
how consumer loyalty can influence client retention and loyalty, an application of
the expectation disconfirmation model clarifies the client consumption choice in
the post-purchase process and always dominates scholarly research and
administrative practice (Spreng et al., 1996). As per the model, consumer loyalty
is the just a single requirement that decides a client's intention to repurchase, and
thus it prompts the analyst's interest in studying the factor of consumer
satisfaction/dissatisfaction (CS/D).
Consumer loyalty is considered to have a solid association with
disconfirmation (D), which is characterized as the contrast between a purchaser's
pre-purchase expectations (E) and the post-purchase performance (P) of an item
or administration (figured as D = P - E) (Oliver, 1980). Accordingly, consumer
satisfaction refers to '' the summary psychological state resulting when the
emotion surrounding disconfirmed expectations is coupled with the consumer’s
prior feelings about the consumption experience’’ (Oliver, 1981). Since a client's
perception and impression of execution can differ starting with one then onto the
next, disconfirmation can be sure when genuine execution is higher than pre-
expectation and the buyer is satisfied; or disconfirmation can be negative when
seen execution misses the mark regarding pre-expectations and in this manner, the
purchaser will be disappointed or dissatisfied. More specifically, pre-expectations
should have a negative impact on disconfirmation since lower pre-expectations
are more likely to be exceeded by perceived performance and cause positive
disconfirmation. On the contrary, perceived performance should have positive
impact on disconfirmation since higher perceived performance is more likely to
surpass pre-expectation and therefore lead to positive disconfirmation.
The hypothetical relationship between disconfirmation and customer
satisfaction has become a key point in the area of consumer research and has been
examined in a great deal of empirical studies (for a review, see Oliver, 1997; Yi,
1990). Moreover,UNIVERSITY
many researchers
OF suggest
SANTOthat expectations
TOMAS GRADUATEshould SCHOOL
have a direct PAGE
effect on satisfaction (Oliver, 1981) and perceived performance (Churchill &
Suprenant, 1982; Oliver & Burke, 1999; Spreng et al., 1996). These relationships
can result from an assimilation effect whereby expectations establish the baseline
or standard of comparison for the consumers to make evaluative judgments about
the product or service (Oliver, 1993). Prior researchers also found that perceived
performance has a significant effect on customer satisfaction (Churchill &
Suprenant, 1982; Tse & Wilton, 1988). In addition, Oliver (1997) calls this
augmented model as the ‘‘expectancy disconfirmation with performance model’’.
VII. Theory of Planned Behavior (TPB)

The development of the Theory of Planned Behavior (TPB) is originally based
on the Theory of Reasoned Action (TRA) (Ajzen & Fishbein, 1980; Fishbein &
Ajzen, 1975) which is designed to explain almost any human behavior and has
been proven successful in predicting and explaining human behavior across
various application contexts (Davis, Bagozzi, & Warshaw, 1989). According to
TRA, a person’s actual behavior in performing a certain action is directly guided
by his or her behavioral intention, which in turn is jointly determined by the
subjective norm and attitude toward the behavior. By definition, behavioral
intention is a measure of the strength of one’s willingness to try while performing
certain behaviors (Ajzen, 1991). Grounded on the effort of TRA, TPB is proposed
to eliminate the limitations of the original model when dealing with behavior over
which people have incomplete volitional control. In fact, TPB differs from TRA
in its addition of perceived behavior control, which potentially has a direct effect
on behavioral intention (Ajzen, 1991).
Attitude (A) refers to ‘‘the degree of a person’s favorable or unfavorable
evaluation or appraisal of the behavior in question’’ (Fishbein & Ajzen, 1975).
Ajzen (1991) further described that a favorable or unfavorable attitude has a direct
proportion to the strength of the behavioral beliefs about likely consequences and
can be formulated with an expectancy-value model. Accordingly, attitude (A) is
equated with the attitudinal belief (Bi) linking the behavior to a certain outcome as
weighted by an evaluation of the desirability of the outcome (e i) in question A = ∑
Biei (Ajzen, 1991).
Subjective norm refers to ‘‘the perceived social pressure to perform or not
to perform the behavior’’ (Ajzen, 1991). In other words, subjective norm is
related to the normative beliefs about the expectation from other people. It can be
formed as the individual’s normative belief (nbj) concerning a particular reference
weighted by the motivation to comply with the referent (mcjj) in question SN = ∑
nbjmcj. Although subjective norm can be separated into informational and
normative influences (Karahanna, Straub, & Chervany, 1999), typical applications
of TPB consider UNIVERSITY

subjective norm
OFtoSANTO
include TOMAS
only the GRADUATE
normative influence.
SCHOOL This PAGE
limitation may cause the insignificant relationship between the factors of
subjective norm and behavioral intention (Mathieson, 1991; Taylor & Todd,
1995b). Besides, Venkatesh and Davis (2000) found that behavioral intention
would positively influence the subjective norm in a mandatory usage context,
whereas the effect was insignificant in voluntary contexts.
Perceived behavioral control refers to ‘‘people’s perception of ease or
difficulty in performing the behavior of interest’’. It is associated with the beliefs
about the presence of control factors that may facilitate or hinder the performance
of the behavior (Ajzen, 2002). Thus, control beliefs about resources and
opportunities are associated with an underlying perceived behavioral control,
which can be formed as the control beliefs (cb i) are weighted by the perceived
power of the control factor (pi) PBC = ∑cbjpj. Control factors can be further
categorized into internal and external constraining factors, while internal control
related to knowledge/self-efficacy and external control relates to the environment
(Ajzen, 1991).
VIII. Synthesis of EDM and TPB
The relationship between EDM and TPB can be examined from the
perspectives of attitude, subjective norm, and perceived behavior control. While
some researchers consider satisfaction to be synonymous with attitude (LaTour &

Peat, 1979), the conceptual definitions of satisfaction and attitude are
pragmatically different. For example, Hunt (1977) defines attitude as an emotion
but satisfaction as an evaluation of that emotion. Oliver (1980, 1981) regarded
satisfaction as a transient and experience-specific effect with the evaluation of
pre-consumption attitude, while attitude is a more enduring effect. Therefore,
satisfaction should causally precede post-consumption attitude. For synthesizing
the concepts of TPB into EDM, the theoretical construct of attitude should be
utilized instead of satisfaction, since satisfaction in post-consumption stage is an
evaluation of pre-consumption attitude.
Subjective norm is proposed as having a direct influence on the perceived
usefulness through internalization mechanisms (Venkatesh & Davis, 2000).

Internalization refers to how an individual incorporates a referent’s belief into
his/her own belief structure (Kelman, 1958; Warshaw, 1980). Based on
internalization, if a superior or peers suggest that an information system might be
useful, a person may tend to believe that it is useful. On the other hand, perceived
behavioral control has a strong relation with perceived ease of use, since users’
judgments of ease or difficulty of use of a system will correlate to both internal
and external control factors (Ajzen, 1991; Venkatesh, 2000). In the IS usage
context, internal control usually refers to computer self-efficacy whereas external
control is conceptualized as the individual perception of technology and resource
facilitating conditions (Taylor & Todd, 1995b). Much empirical evidence has
indicated that computer self-efficacy is a significant motivator of system-specific
perceived ease of use (Venkatesh & Davis, 1996). Moreover, an individual’s
general perception of technology and resource facilitating conditions serves as
situational anchors in the formation of perceived ease of use (Venkatesh, 2000).
Thus, perceived behavior control will be an important motivator in the formation
of system-specific perceived ease of use.
IX. Synthesis of the Study
Jeepneys
The name jeepney came to be because of the crowded knee to knee people
sitting beside each other beside the vehicle. When the American troops stated to
leave after the World War II, they left behind surplus jeepneys which the Filipinos
then converted into a means of transportation and thus being the most popular one
in the Philippines.
The government, however, placed some restrictions on the jeepney
industry which includes requiring drivers to have specialized licenses, jeepneys
having a regular and standard route and reasonable fixed fares.
Although said to be a product of the Americans by other researchers,

Mercado argued that the jeepneys were renewed by the Filipinos through their
own creativity and that is was a whole new concept by them.
Since jeepney maintenance and the other resources needed by it are
inexpensive, the jeepney industry is often described as a low productivity
backwater “sponge” accommodating those who cannot find productive
employment in formal urban activities but in reality it generates more income and
jobs per vehicle.
However, according to Chiu’s study, innovations are required in the old
jeepneys in order to keep up with the needs of the nation that is moving from a
traditional to a modern economy.

E-jeepneys
The Philippine Utility Vehicle (PhUV) pioneered the assembly of the electric
jeepneys in the Philippines in 2007 prior to the unveiling of the prototype of the
future of the Philippine jeepneys on July 20, 2017.
The PhUV did not initially plan on making an electric vehicle rather, they
wanted to make use of everything that would satisfy the Filipinos comfortability
and preserve the Filipino context of the jeepneys. Evetually, a group of
environmental advocates called Green Renewable Independent Power Producers
(GRIPP) suggested to the Local Government of Makati City the idea of electric
jeepneys which was later on called the “Makati Green Pasada” which was then
supported and funded by an International NGO.
Yuri Sarmiento, Chief Executive officer of franchise holder, Ejeepney
Transport Corp, stated that E-jeepneys are the first step towards a long-term
solution to the country's air pollution problems. Advantages of the E-jeepneys
were eventually unveiled, aside from it is environmental friendly because it is
electric, it can hold up to 16 people unlike the other typical jeepneys which 20 –
22 passengers can ride. It adds up to the comfortability of the passengers because
it is not as crowded as the typical jeepneys roaming around Metro Manila.
The launching of green jeepneys is in line with the Duterte government’s
Public Utility Vehicle (PUV) modernization program. His administration aims for
tighter emissions, road safety and roadworthiness regulations. Moreover, the e-
jeepneys were not fully approved and implemented yet because these innovations
would result into phasing out of old jeepneys and the operators are against it due
to the fact that they will lose money even just by buying one unit of E-jeepney.
Vehicle Batteries

Clean Up Austraila is a not-for-profit Australian environmental conservation
organization made a research about batteries and how harmful it can be to the
environment and found that batteries from cars, computers, laptops, radios,
phones, watches and even clocks can cause harm to the environment due to the
fact that batteries are made from variety of chemicals – nickel, cadium.
Automotive batteries are usually lead-acid but are now being replaced by
Lithium-ion. These batteries are expected to last the life of the vehicle. However,
the recycling of these batteries have been said to be complicated since they
contain different chemicals that have their respective ways of being recycled. It
was suggested that these batteries be uniform so that they may be recycled
altogether.
According to Linda Gaines’ research, “Initial battery manufacturers can
promote eventual recycling using design for recycling, including the following
steps: inclusion of labels or other distinguishing features, use of a minimum
number of different materials, standardization of formats and materials, avoidance
of toxic materials (cadmium, arsenic, mercury, halogens, etc.), and designs that
allow easy separation of parts.”
Motolite in the Philippines is one of the largest manufacturers, exporters, and
distributors of automotive, motorcycle and industrial car batteries in the Asia
Pacific Region which lets their consumers trade used car batteries for a new one
which is the proper method to dispose

UNIVERSITY car batteries
OF SANTO TOMAS as GRADUATE
suggested by the company
SCHOOL PAGE
which is very environmental friendly.
Customer Satisfaction
Customer satisfaction is the overall evaluation of a customer of the
performance of an offering to date which strongly affects customer loyalty
intentions across a wide range of of product and service categories. Customer
satisfaction mediates the effects of product quality, service quality, and price or
payment equity on loyalty. Overall satisfaction is synonymous with overall
evaluation of service quality.

Affective and Calculative Commitment
Verhoef contends that longitudinal information that join study measures with
resulting conduct ought to be utilized to set up a causal connection amongst
observations and conduct.
Marketing scholars have differently characterized commitment as a want to
keep up a relationship between parties that make a "stickiness" that keeps clients
faithful to a brand or organization notwithstanding when fulfillment might be low.
Calculative commitment is the more objective, monetary construct reliance
with respect to item benefits because of an absence of decision or exchanging

costs while affective commitment is the more enthusiastic factor that creates
through the level of correspondence or individual contribution that a client has
with an organization, which brings about a more elevated amount of trust and
responsibility
Verhoef exhibits coordinate impacts of compelling responsibility on both
relationship maintenance and relationship development, which is the share of a
client's business, in a monetary administration setting. Verhoef estimated
fulfillment utilizing accumulated client convictions about particular
measurements of administration execution although Verhoef did exclude
calculative commitment in his study.

A significant difference between consumer satisfaction and the dedication
measurements is that former is "in reverse looking," while the latter is more
"forward looking." Affectional and calculative commitment catch the quality of
the relationship and the resultant sense of commitment to proceed forward while
satisfaction is an evaluation of execution to date.
Situational and Reactional Triggers

In the marketing literature, triggers act as alarm clocks that concentrate
energy for further actions.
Situational triggers adjust clients' assessments of an offering in view of
changes in their lives or in something influencing their lives while those critical
incidents of deterioration in perceived performance that are traditionally described
in the literature.
When faced with a situational trigger, customer satisfaction as an overall
evaluation of prior performance may become less relevant to the prediction of
retention. Similarly, because customers in a reactional trigger condition are
actively problem solving, they may focus on present or future performance.

Expectation Disconfirmation Model
Consumer loyalty is considered to have a solid association with
disconfirmation (D), which is characterized as the contrast between a purchaser's
pre-purchase expectations (E) and the post-purchase performance (P) of an item
or administration (figured as D = P - E). Disconfirmation can be sure when
genuine execution is higher than pre-expectation and the buyer is satisfied. Pre-
expectations should have a negative impact on disconfirmation since lower pre-
expectations are more likely to be exceeded by perceived performance and cause

positive disconfirmation. However, perceived performance should have positive
impact on disconfirmation since higher perceived performance is more likely to
surpass pre-expectation and therefore lead to positive disconfirmation.
Several researchers have suggested that expectations should have a direct
effect on satisfaction and perceived performance. Prior researchers also found that
perceived performance has a significant effect on customer satisfaction.
Theory of Planned Behavior
The Theory of Reasoned Action (TRA) is designed to explain almost any
human behavior and has been proven successful in predicting and explaining
human behavior across various application contexts. The Theory of Planned

Behavior, being based on the TRA, suggests that a person’s actual behavior in
performing a certain action is directly guided by his or her behavioral intention,
which in turn is jointly determined by the subjective norm and attitude toward the
behavior. TPB is proposed to eliminate the limitations of the original model when
dealing with behavior over which people have incomplete volitional control.
Attitude (A), which is ‘‘the degree of a person’s favorable or unfavorable
evaluation or appraisal of the behavior in question’’, is equated with the
attitudinal belief (Bi) linking the behavior to a certain outcome as weighted by an
evaluation of the desirability of the outcome (ei) in question A = ∑ Biei.
SubjectiveUNIVERSITY OFtoSANTO
norm is related TOMAS
the normative GRADUATE
beliefs about theSCHOOL
expectation PAGE
from other people. It can be formed as the individual’s normative belief (nb j)
concerning a particular reference weighted by the motivation to comply with the
referent (mcjj) in question SN = ∑ nbjmcj.
Perceived behavioral control, which is ‘‘people’s perception of ease or
difficulty in performing the behavior of interest’’, is associated with the beliefs
about the presence of control factors that may facilitate or hinder the performance
of the behavior. Control factors can be further categorized into internal and
external constraining factors, while internal control related to knowledge/self-
efficacy and external control relates to the environment.

Synthesis of EDM and TPB
Some researchers consider satisfaction to be synonymous with attitude
although the conceptual definitions of satisfaction and attitude are pragmatically
different. For synthesizing the concepts of TPB into EDM, the theoretical
construct of attitude should be utilized instead of satisfaction, since satisfaction in
post-consumption stage is an evaluation of pre-consumption attitude hence
satisfaction should causally precede post-consumption attitude.
Subjective norm is suggested to have a direct influence on the perceived
usefulness through internalization mechanisms which refers to how an individual

incorporates a referent’s belief into his/her own belief structure. Moreover,
perceived behavioral control has a strong relation with perceived ease of use,
since users’ judgments of ease or difficulty of use of a system will correlate to
both internal and external control factors.
Much empirical evidence has indicated that computer self-efficacy is a
significant motivator of system-specific perceived ease of use. Moreover, an
individual’s general perception of technology and resource facilitating conditions
serves as situational anchors in the formation of perceived ease of use. Thus,
perceived behavior control will be an important motivator in the formation of
system-specific perceived ease of use.

UNIVERSITY OF SANTO
ChapterTOMAS
3 GRADUATE SCHOOL PAGE
Research Methodology
I. Research Design
This part of the research will demonstrate the strategy that will be used by the
researchers in collecting, analyzing, and interpreting data.
The researchers used the non-probability sampling method in gathering data
wherein Convenience Sampling was used. In Convenience Sampling, the
researchers chose the preferred location, venue, and the respondents to be used for
the study on the basis of convenience and accessibility. In the study, the
researchers decided to conduct the study among passengers of the Makati Green
Pasada in the City of Makati.

Furthermore, the indirect method of data collection was used by the
researchers of the study. The indirect method or the paper and pencil method is a
technique where the researchers prepare questions that are essential to the subject
of the study and that will help in answering the research inquiries and problems.
The researchers formulated a questionnaire that follows the format of Likert Scale
questions, Close-ended questions, and Multiple Choice questions that will
produce responses that may be analyzed using quantitative methods which are
easier to interpret and analyze. The researchers used Likert scaling because the
responses are easily quantifiable and subjective to the computation of some
mathematical analysis, the study being a quantitative type of research.

In analyzing the gathered data, the researchers used Content Analysis and
Statistical Analysis. Content analysis was used by the researchers to analyze the
responses produced by the content of the formulated questionnaire through
comparison for a more clear and detailed explanation that will be in paragraph
form. On the other hand, Statistical Analysis was also used by the researchers
wherein Frequency Distribution and a statistical formula for interpreting Likert
Scale questions will be used to measure the responses in the survey questionnaire
based on the answers that the respondents will give.
II. Sampling Size and Sampling Design
The non-probability sampling method was used in gathering data for the
study. The researchers used Convenience Sampling. Convenience Sampling is
method where the researchers choose the preferred location, venue, and the
respondents to be used for the study on the basis of convenience and accessibility.
In this study, the researchers conducted the data gathering procedure among 200
respondents from the City of Makati that ride the Makati Green Pasada.
Moreover, the researchers only chose the commuters of the Makati Green
Pasada within the City of Makati as population instead of the whole population of
Makati City because of the following reasons: 1) the research adviser required us
to conduct the study within the commuters of the Makati Green Pasada; 2)
because it is the focus of the study; and 3) because it is more convenient.

The researchers used non-probability sampling to get the perspective of the
passengers of the Makati Green Pasada without bias; since the focus of the study
is regarding the effectiveness and efficiency of the E-jeepneys in the City of
Makati which will be the basis for the effectiveness and efficiency for the
expansion of the E-jeepneys throughout Metro Manila.
III. Data Collection Instrument
For the purposes of this research, the indirect method of data collection was
used. The indirect method or the paper and pencil method is a technique where
the researchers prepare questions that are essential to the subject of the study and
that will help in answering the research inquiries and problems. The questions are
incorporated in a survey questionnaire which the researchers will disseminate
within the commuters the Makati Green Pasada. The researchers decided to use
survey questionnaires so that the responses may be analyzed using quantitative
methods which are easier to interpret and analyze. (University of Minnesota,
2017)
The researchers formulated questions that follow the format of Liker Scale
questions, Close-ended questions, and Multiple Choice questions. The survey
questionnaire is composed of 41 questions.
First, the Likert Scale is a five or seven point scale and an ordinal
psychometric measurement of attitudes, beliefs, and opinions. In each question,

the respondent must indicate a degree of agreement, frequency, importance,
likelihood, adequacy, and the like. (LaMarca, 2011) Each response would be
represented by a numerical value which will measure the attitude being studies.
For example:
 Strongly Agree – 5
 Agree – 4
 Neutral– 3
 Disagree – 2
 Strongly Disagree - 1
The researchers used likert scaling because the responses are easily
quantifiable and subjective to the computation of some mathematical analysis, the

study being a quantitative type of research. Furthermore, unlike close-ended
questions, it does not require a concrete and specific answer of “Yes” or “No”
thereby allowing the respondent to answer in a degree of agreement or
disagreement making it easier for them to respond. Moreover, the respondents
have the option to choose neutrally; it does not force them to agree or disagree
with the statement if the respondent does not feel like doing so. It is easier for the
researchers to code and tally such responses since it is represented by a single
numerical value.
Next, the researchers also formulated close-ended questions. These questions
are those that aim to procure specific and concrete “Yes” or “No” answers. The
researchers chose to use close-ended questions for the reason that it is
advantageous in such a way that being good or bad at formulation of answers does
not matter. The respondents will not be pressured in answering the queries
because they will only choose between “Yes” or “No”. Also, a great range of
knowledge can be acquired and assessed in only a short period of time (Horst &
Martens, 2017) and it may be subjected to statistical calculations as well. Each
response may also be represented by a numerical value for the purpose of coding
and tallying. (Yes = 1; No = 0)
Lastly, Multiple Choice questions were used; which provides a fixed list of
options for the respondents. It is elemental to survey writing because it gives
structured survey responses which make it somehow easier for the respondents to
complete the survey. With this type of question, the respondents are allowed to
select more than one response for each question offering a number of predefined
choices. In addition, an “Other” category is also given whenever the respondents
if they prefer to explain or include their own response, not given in the choices.
(Law, 2017)
IV. Data Gathering Procedure
The researchers will be using a survey questionnaire in order to gather
data. A survey is an investigation about the characteristics of a given population
by means of collecting data from a sample of that population and estimating their
characteristics through the systematic use of statistical methodology. The
advantages of using surveys to gather data are its cost effectiveness, generality,
reliability, and versatility. First, Generality allows researchers to collect data from
very large samples at a relatively low cost which makes conducting surveys
easier, since it helps in gaining a picture of the attitudes and characteristics of a
large group without the researchers having to pay too much. Second, surveys are
reliable because they are standardized and phrased the same way; so there is no
need to worry about whether or not there will be a mismatch in the tallying of
results. Third, what makes a survey so reliable is a survey’s lack of need to be
constantly checked on by the researchers while their respondents are answering
their survey because the survey is easy to understand as it is. Lastly, the
versatility offered by surveys is advantageous because it can become a useful skill
to have for all kinds of jobs. For example, lawyers might use surveys in their
efforts to select juries. Social service and other organizations can use them to
evaluate the effectiveness of their efforts. Businesses can use them to learn how to
market their products. Governments can use them to understand community
opinions and needs. And politicians and media outlets use surveys to understand
their constituencies.
Its disadvantages, though very minimal, on the other hand, include
inflexibility and issues with validity. Researchers will have no problem gathering
data since their respondent count is only 200. Data gathering will be done within
the premises of the City of Makati and surveys will be handed out to the
commuters of Makati Green Pasada only. They will distribute the survey by
handing out physical copies of the survey questionnaire. After they have retrieved
the answered surveys from their respondents, they will tally their answers twice,
to make sure there is no miscount in the tallying. Lastly, they are going to analyze
the data thoroughly, which will be further discussed in the preceding paragraph.
V. Data Analysis
This research, as mentioned above, followed a quantitative paradigm based on
experimental methods. Consequently, most data are gathered through extensive
questioning using a quasi-experimental design through dissemination of a survey

questionnaire with the Likert Scale, Multiple Choice, and Close-ended questions.
Content Analysis
The researchers used Content Analysis in order to analyze and explain the
categorical questions used in the questionnaire. Categorical questions are
answerable through “Yes” or “No”. It will be analyzed through explaining in
paragraphs, comparing responses from each question, for a more clear and
detailed interpretation.

Statistical Analysis
The researchers used frequency distribution in analyzing “Yes” or “No”
questions. It is a mathematical representation of frequency counts per option
which makes tallying, interpretation, and analysis of data more easily.
Scoring Likert Scale Questions
The Likert scale types of questions are scored using 5 responses and are
rated from 1-5. “5” is assigned to the “Strongly agree” response, “4” to “Agree”,
“3” to “Neutral”, “2” to “Disagree”, and “1” to the “Strongly disagree” response.
After assigning the scores, the scores on the individual responses will be
computed in order to know the level of agreement or disagreement to the certain
item.
Table 2: Interpretation of the 5-point Likert Scale
Strongly Disagree 1 – 1.80
Disagree 1.81 – 2.61
Neutral 2.62 – 3.42
Agree 3.43 – 4.23
Strongly Agree 4.24 – 5.04

Chapter 4
Analysis, Results, Interpretation and Discussion
I. Introduction
This part of the study shows the analysis and interpretation of the results
produced by the questions contained in the questionnaire that was disseminated to
the respondents. These data were evaluated to determine the various perspectives
of the commuters of the Makati Green Pasada regarding their standards in terms
of the availability, routes, safety, comfortability, and fare of the E-jeepney.
Graphs and figures are also presented that will allow the readers of this study to
easily and to better understand the analysis of the results.

A total of 200 questionnaires with 41 questions each were distributed to the
respondents that came from the City of Makati. The researchers used Microsoft
Excel to tally the results of the responses and to interpret said results, used the
Percentage Method as well as Frequency Distribution for Yes or No questions and
a statistical formula to analyze and interpretation of the 5-point Likert Scale.
II. Analysis and Interpretation of Questions
QUESTION #1: Do you often ride E-jeepneys?
The first question from the survey questionnaire distributed by the
researchers of this study shall determine the percentage of respondents that do and
do not ride the Makati Green Pasada.

Frequency Percent Valid Percent Cumulative Percent
No 69 34.5 34.5 34.5
Valid Yes 131 65.5 65.5 100.0
Total 200 100.0 100.0
The table above shows that 65.5% of the respondents do ride E-jeepneys
while 34.5% don’t.

IN TERMS OF THE AVAILABILITY OF THE E-JEEPNEYS:
QUESTION #2: Do you think the Passengers to E-Jeepney ratio is sufficient
in the area?
The second question is connected to the availability of the E-jeepneys in the
City of Makati. It aims to determine whether or not the respondents perceive the
Passengers to E-jeepney ratio is sufficient for their commute.

Frequency Percent Valid Percent Cumulative

Percent
No 83 41.5 41.5 41.5
Valid Yes 117 58.5 58.5 100.0
Total 200 100.0 100.0
It can be seen from the table above that only 41.5% of the respondents
chose to answer “No” while 58.5% of them chose to answer “Yes”. These results
can be taken to mean that the respondents perceive the Passenger-to-E-jeepney
ratio is sufficient in the area.

QUESTION #3: Do you think the Passengers to Old Jeepney ratio is sufficient
in the area?
This question, on the other hand, is connected to the availability of the old
jeepneys in the City of Makati. It aims to determine whether or not the
respondents perceive the Passengers to Jeepney ratio is sufficient for their
commute.

Percent
No 131 65.5 65.5 65.5
Valid Yes 69 34.5 34.5 100.0
Total 200 100.0 100.0

The results show that 65.5% of the respondents answered “No” while only
345% answered “Yes”. We can infer from this that the respondents perceive that
the Passenger-to-Jeepney ratio is not sufficient in the area.
QUESTION #4: Does your waiting for the E-Jeepneys consume too much of
your time?
The fourth question is targeted to determine whether or not waiting for the E-
jeepneys consume too much of the respondents’ time.

Percent
Valid Strongly disagree 25 12.5 12.5 12.5
Disagree 54 27.0 27.0 39.5
Neutral 66 33.0 33.0 72.5
Agree 35 17.5 17.5 90.0

Strongly Agree 20 10.0 10.0 100.0
Total 200 100.0 100.0
It can be seen in the table above that “Neutral” has the highest number of
votes. It can therefore be inferred that neither too much nor too little of the
respondents’ time are consumed while waiting for the E-jeepneys.
QUESTION #5: Does your waiting for the old jeepneys consume too much of
your time?
This question, on the other hand, determines whether or not waiting for the
old jeepneys take up too much of the respondents’ time.

Percent
Valid Strongly disagree 13 6.5 6.5 6.5
Disagree 42 21.0 21.0 27.5
Neutral 80 40.0 40.0 67.5
Agree 49 24.5 24.5 92.0

Strongly Agree 16 8.0 8.0 100.0
Total 200 100.0 100.0
It can be inferred from the results in the table above that neither too much
nor too little of the respondents’ time are consumed while waiting for the old
jeepneys.
QUESTION #6: How long is your average waiting time for the E-jeepneys?
The sixth question attempts to determine how long the average waiting time is
of the respondents while waiting for the E-jeepneys.


Percent
Valid 1-10 mins 85 42.5 42.5 42.5
11-20 mins 86 43.0 43.0 85.5
20-30 mins 19 9.5 9.5 95.0
more than 30 mins 10 5.0 5.0 100.0

Total 200 100.0 100.0
The results above show that majority of the respondents wait for 11-20
minutes for the E-jeepneys.
QUESTION #7: How long is your average waiting time for the old jeepneys?
This question aims to determine how long the average waiting time is of the
respondents while waiting for the old jeepneys.


Percent
Valid 1-10 mins 67 33.5 33.5 33.5
11-20 mins 62 31.0 31.0 64.5
20-30 mins 49 24.5 24.5 89.0
more than 30 mins 22 11.0 11.0 100.0

Total 200 100.0 100.0
On the other hand, the table above shows that majority of the respondents
wait for the old jeepneys for 1-10 minutes only.
IN TERMS OF THE E-JEEPNEYS’ ROUTES:
QUESTION #8: Do you think all destinations throughout Makati are accessible
through the routes of the E-Jeepneys?

The eighth question is connected to the routes that are taken by the new E-
jeepneys. It aims to determine whether or not all destinations in the City of Makati
are accessible through the new E-jeepneys.

Percent
No 113 56.5 56.5 56.5
Valid Yes 87 43.5 43.5 100.0
Total 200 100.0 100.0

Based on the results, 56.5% of the respondents answered “No” while only
43.5% answered “Yes”. This can be taken to mean that not all destinations in the
City of Makati are accessible through the routes of the E-jeepneys.
QUESTION #9: Do you think all destinations throughout Makati are
accessible through the routes of the old jeepneys?
This question, on the other hand, aims to determine whether or not all
destinations in the City of Makati are accessible through the old jeepneys.

Percent
No 101 50.5 50.5 50.5
Valid Yes 99 49.5 49.5 100.0
Total 200 100.0 100.0

The results show that 50.5% of the respondents answered “No” while only
49.5% answered “Yes”. It can be inferred from these results that the routes of the
old jeepneys do not cover all the destinations in the City of Makati.
QUESTION #10: Do the E-Jeepneys have designated stops?
The tenth question aims to determine whether or not the new E-jeepneys in the
City of Makati have designated stops.


Percent
No 35 17.5 17.5 17.5
Valid Yes 165 82.5 82.5 100.0
Total 200 100.0 100.0

It can be seen from the table above that 82.5% of the respondents
answered “Yes” while only a percentage of 17.5% answered “No”. Based on this,
it can be taken that the E-jeepneys have their designated stops in the City of
Makati.
QUESTION #11: Do the old jeepneys have designated stops?
This question, on the other hand, is targeted to determine whether or not the
old jeepneys in the City of Makati have designated stops.


Percent
No 102 51.0 51.0 51.0
Valid Yes 98 49.0 49.0 100.0
Total 200 100.0 100.0

The table above shows that the majority of the respondents answered “No”
with a percentage of 51% while the others answered “Yes” with a percentage of
49%. The results can be taken to mean that the old jeepneys do not have
designated stops within the City of Makati.
QUESTION #12: Do the E-Jeepneys provide maps/infographics of their
routes/stops?
The 12th question aims to determine whether or not the new E-jeepneys in
the City of Makati provide maps or infographics for their routes or stops.

Percent
No 86 43.0 43.0 43.0
Valid Yes 114 57.0 57.0 100.0
Total 200 100.0 100.0

The results show that 57% of the respondents answered “Yes” while only
43% answered “No”. Therefore, it can be inferred from the given results that the
E-jeepneys in the City of Makati provide maps or infographics of their routes.
QUESTION #13: Do the old jeepneys provide maps/infographics of their
routes/stops?
This question, on the other hand, aims to determine whether or not the old
jeepneys in the City of Makati provide maps or infographics for their routes or
stops.

Percent
Valid No 147 73.5 73.5 73.5

Yes 53 26.5 26.5 100.0
Total 200 100.0 100.0
The table above shows that majority of the respondents chose to answer
“No” amounting to a percentage of 73.5% while the others chose to answer “Yes”
with only 26.5%. This can be taken to mean that the old jeepneys in the City of
Makati do not provide maps or infographics of their routes.
IN TERMS OF THE SAFETY OF THE PASSENGERS:
QUESTION #14: Do you think E-Jeepneys are safe enough for public use in
terms of its seats?
The 14th question is in connection with the safety of the passengers upon
riding the new E-jeepneys. It aims to determine how the respondents perceive
their safety in riding the new E-jeepneys in the City of Makati in terms of its
seats.

Percent
1 3 1.5 1.5 1.5
2 12 6.0 6.0 7.5
3 43 21.5 21.5 29.0

Valid
4 90 45.0 45.0 74.0
5 52 26.0 26.0 100.0
Total 200 100.0 100.0
It can be seen in the table above that the respondents chose to answer “4”
90 times which is the highest number of votes among all other choices. This can
be taken to mean that the respondents agree that the seats of the E-jeepneys are
safe for public use.
terms of its door entrance?

This question aims to determine how the respondents perceive their safety
in riding the new E-jeepneys in the City of Makati in terms of its door entrance.

Percent
Valid 1 2 1.0 1.0 1.0

2 19 9.5 9.5 10.5
3 61 30.5 30.5 41.0
4 72 36.0 36.0 77.0
5 46 23.0 23.0 100.0
Total 200 100.0 100.0
The table above shows that the respondents agree that the doors of the E-
jeepneys are safe enough for public use since “Agree” has the highest number of
votes amounting to 36%.
terms of its windows?

in riding the new E-jeepneys in the City of Makati in terms of its windows.


Percent
1 4 2.0 2.0 2.0
2 18 9.0 9.0 11.0
3 53 26.5 26.5 37.5

Valid
4 77 38.5 38.5 76.0
5 48 24.0 24.0 100.0
Total 200 100.0 100.0
The results on the table show that “Agree” has been voted 77 times,
highest among all other choices. Hence, it can be inferred that the respondents
agree that the windows of the E-jeepneys are safe enough for public use.
QUESTION #17: Do you think old jeepneys are safe enough for public use in
terms of its seats?
The 17th question is in connection with the safety of the passengers upon
riding the old jeepneys. It aims to determine how the respondents perceive their
safety in riding the old jeepneys in the City of Makati in terms of its seats.


Percent
1 15 7.5 7.5 7.5
2 64 32.0 32.0 39.5
3 75 37.5 37.5 77.0

Valid
4 30 15.0 15.0 92.0
5 16 8.0 8.0 100.0
Total 200 100.0 100.0
The table above shows that the respondents are neutral regarding the
safety of the old jeepneys in terms of its seats since “Neutral” had the highest
number of votes which got a total of 75 votes and amounted to 37.5%.

QUESTIONS #18: Do you think old jeepneys are safe enough for public use in
terms of its door entrance?
in riding the new old jeepneys in the City of Makati in terms of its door entrance.


Percent
1 33 16.5 16.5 16.5
2 69 34.5 34.5 51.0
3 55 27.5 27.5 78.5

Valid
4 24 12.0 12.0 90.5
5 19 9.5 9.5 100.0
Total 200 100.0 100.0
It can be seen from the table above that the respondents disagree with the
question of whether or not the old jeepneys are safe enough for public use in
terms of its door entrance.

QUESTION #19: Do you think old jeepneys are safe enough for public use in
terms of its windows?
in riding the new old jeepneys in the City of Makati in terms of its windows.


Percent
1 51 25.5 25.5 25.5
2 56 28.0 28.0 53.5
3 48 24.0 24.0 77.5

Valid
4 23 11.5 11.5 89.0
5 22 11.0 11.0 100.0
Total 200 100.0 100.0

The table above shows that the respondents voted for “Disagree” 56 times
which is the highest among all the other choices. This can be taken to mean that
the respondents disagree that the windows of the old jeepneys are safe enough for
public use.
QUESTION #20: How often do you think should the E-Jeepneys should be
checked and maintained by their operators?
The 20th question aims to determine the respondents’ perception of how
often the new E-jeepneys should be checked and maintained by its operators.
Monthly 86 43.0 43.0 43.0
Quarterly 86 43.0 43.0 86.0

Valid
Annually 28 14.0 14.0 100.0
Total 200 100.0 100.0

It can be inferred from the table above that there was a tie between the
choices of “Monthly” and “Quarterly”. This can be taken to mean that the
respondents either perceive that the E-jeepneys should be checked and maintained
by their operators monthly or quarterly.
QUESTION #21: How often do you think should the old jeepneys should be
checked and maintained by their operators?
This question, on the other hand, aims to determine the respondents’
perception of how often the old jeepneys should be checked and maintained by its
operators.
Monthly 109 54.5 54.5 54.5
Quarterly 59 29.5 29.5 84.0

Valid
Annually 32 16.0 16.0 100.0
Total 200 100.0 100.0

The table above shows that 54.5%, the majority, of the respondents voted
for the choice “Monthly”. This can be taken to mean that the majority of the
respondents think that the old jeepneys should be checked and maintained by their
operators on a monthly basis.
QUESTION #22: Do you think that the drivers of E-jeepneys are well
educated with road etiquette regarding speeding?
The 22nd question is connected to the road etiquette awareness of the
drivers of the new E-jeepneys. It aims to determine whether or not the

respondents perceive the drivers of the new E-jeepneys in the City of Makati to be
well educated with road etiquette in terms of speeding.

Percent
Valid Strongly
1 .5 .5 .5
Disagree
Neutral 36 18.0 18.0 18.5
Agree 92 46.0 46.0 64.5

Strongly
71 35.5 35.5 100.0
Agree
Total 200 100.0 100.0
The results from the table can be taken to mean that the respondents
strongly agree that the drivers of the E-jeepneys are well educated with road
etiquette in terms of speeding since they voted for “Strongly Agree” 71 times
which is the highest number of votes among all other choices.
educated with road etiquette regarding traffic regulations?
This question aims to determine whether or not the respondents perceive
the drivers of the new E-jeepneys in the City of Makati to be well educated with
road etiquette in terms of traffic regulations.

Percent
Valid Strongly
3 1.5 1.5 1.5
Disagree
Disagree 5 2.5 2.5 4.0
Neutral 35 17.5 17.5 21.5
Agree 92 46.0 46.0 67.5

Strongly
65 32.5 32.5 100.0
Agree
Total 200 100.0 100.0
The table above shows that the respondent voted for “Agree” 92 times
which is equivalent to 46% and the highest among all other choices. This can be
taken to mean that the respondents agree that the E-jeepney drivers are well
educated on road etiquette in terms of traffic regulations.
educated with road etiquette regarding the cleanliness of the vehicle?
the drivers of the new E-jeepneys in the City of Makati to be well educated with
road etiquette in terms of the cleanliness of the vehicle.

Percent
Valid Strongly
4 2.0 2.0 2.0
Disagree
Disagree 5 2.5 2.5 4.5
Neutral 44 22.0 22.0 26.5
Agree 89 44.5 44.5 71.0

Strongly
58 29.0 29.0 100.0
Disagree
Total 200 100.0 100.0
It can be seen from the results in the table above that the respondents
answered “Agree” 89 times, the highest among all other choices. It can be taken
to mean that the respondents agree that the drivers of the E-jeepney are well
educated with road etiquette in terms of the cleanliness of their vehicle.
QUESTION #25: Do you think that the drivers of old jeepneys are well
educated with road etiquette regarding speeding?
The 25th question is connected to the road etiquette awareness of the
drivers of the old jeepneys. It aims to determine whether or not the respondents
perceive the drivers of the old jeepneys in the City of Makati to be well educated
with road etiquette in terms of speeding.

Percent
Valid Strongly
35 17.5 17.5 17.5
Disagree
Disagree 55 27.5 27.5 45.0
Neutral 46 23.0 23.0 68.0

Agree 36 18.0 18.0 86.0
Strongly
28 14.0 14.0 100.0
Agree
Total 200 100.0 100.0
The results show that the respondents disagree that the drivers of the old
jeepneys are well educated with road etiquette in terms of speeding. This is so
because the respondents voted for “Disagree” 55 times, the highest accumulated
votes among all other choices.
educated with road etiquette regarding traffic regulations?

the drivers of the old jeepneys in the City of Makati to be well educated with road
etiquette in terms of traffic regulations.

Percent
Valid Strongly 46 23.0 23.0 23.0

Disagree
Disagree 59 29.5 29.5 52.5
Neutral 33 16.5 16.5 69.0
Agree 41 20.5 20.5 89.5
Strongly
21 10.5 10.5 100.0
Disagree
Total 200 100.0 100.0
It can be seen from the table above that “Disagree” has the highest number
of votes which is 59. It can be inferred from the results that the respondents
disagree that the drivers of the old jeepneys are well educated with road etiquette
in terms of traffic regulations.
educated with road etiquette regarding the cleanliness of the vehicle?

the drivers of the old jeepneys in the City of Makati to be well educated with road
etiquette in terms of the cleanliness of the vehicle.

Percent
Valid 0 1 .5 .5 .5
Strongly
20 10.0 10.0 10.5
Disagree
Disagree 49 24.5 24.5 35.0
Neutral 56 28.0 28.0 63.0
Agree 52 26.0 26.0 89.0
Strongly
22 11.0 11.0 100.0
Agree
Total 200 100.0 100.0
The results show that the respondents are neutral with regard to whether or
not the drivers of the old jeepneys are well educated with road etiquette in terms
of the cleanliness of their vehicles since the majority of them voted for “Neutral”
with a percentageUNIVERSITY
of 28%. OF SANTO TOMAS GRADUATE SCHOOL PAGE
QUESTION #28: Do you think that the E-jeepneys are safer than the old
jeepneys?
The 28th questions is targeted to determine whether or not the respondents
find the new E-jeepneys in the City of Makati to be safer than the old jeepneys.

Percent
Valid No 7 3.5 3.5 3.5

Yes 193 96.5 96.5 100.0
Total 200 100.0 100.0
The table above shows that the 96.5 of the respondents voted for “Yes”
while only 3.5% voted for “No”. This can be taken to mean that the respondents
perceive the E-jeepneys to be safer than the old jeepneys in the City of Makati.
IN TERMS OF THE COMFORTABILITY OF THE PASSENGERS:

QUESTION #29: Rate your satisfaction on the comfortability of the E-
jeepneys regarding the seats.
The 29th question is connected with the comfortability of the respondents
upon riding the new E-jeepneys in the City of Makati. It aims to determine the
perception of the respondents on the comfortability of the new E-jeepneys in
terms of its seats.

Percent
Valid 1 2 1.0 1.0 1.0

2 15 7.5 7.5 8.5
3 39 19.5 19.5 28.0
4 83 41.5 41.5 69.5
5 61 30.5 30.5 100.0
Total 200 100.0 100.0
The table above shows that majority of the respondents chose to answer
“4”. This can be taken to mean that the respondents agree that the E-jeepneys are
comfortable in terms of its seats.

jeepneys regarding the luggage compartment.
This question aims to determine the perception of the respondents on the
comfortability of the new E-jeepneys in terms of its luggage compartment.

Percent
The results show that 28% of the respondents voted for “4”. It can be
inferred from the results that majority of the respondents agree that the E-jeepneys
are comfortable in terms of its luggage compartment.
jeepneys regarding the seating and legroom space.
comfortability of the new E-jeepneys in terms of its seating and legroom space.

Percent
Valid 1 5 2.5 2.5 2.5
2 19 9.5 9.5 12.0
3 50 25.0 25.0 37.0
4 63 31.5 31.5 68.5
5 63 31.5 31.5 100.0

Total 200 100.0 100.0
It can be seen from the table above that the choices “4” and “5” both have
63 votes which equaled to 31.5%. This can be taken to mean that the respondents
equally agree and strongly agree that the E-jeepneys are comfortable in terms of
its seating and legroom.
QUESTION #32: Rate your satisfaction on the comfortability of the old
jeepneys regarding the seats.
The 32nd question is connected with the comfortability of the respondents
upon riding the old jeepneys in the City of Makati. It aims to determine the
perception of the respondents on the comfortability of the old jeepneys in terms of
its seats.

Percent
Valid 1 16 8.0 8.0 8.0
2 80 40.0 40.0 48.0
3 65 32.5 32.5 80.5

4 23 11.5 11.5 92.0
5 16 8.0 8.0 100.0
Total 200 100.0 100.0
The table above shows that 40% of the respondents chose to answer “2”. It
can be inferred from this that the respondents disagree that the old jeepneys are
comfortable in terms of its seats.
jeepneys regarding the luggage compartment.

comfortability of the old jeepneys in terms of its luggage compartment.

Percent
Valid 1 78 39.0 39.0 39.0

2 47 23.5 23.5 62.5
3 41 20.5 20.5 83.0
4 23 11.5 11.5 94.5
5 11 5.5 5.5 100.0
Total 200 100.0 100.0
The results show that the respondents answered “1” 78 times, the highest
vote count of all other choices. This can be interpreted as the respondents strongly
disagreeing that the old jeepneys are comfortable in terms of luggage
compartment.

jeepneys regarding the seating and legroom space.
comfortability of the old jeepneys in terms of its seating and legroom space.


Percent
1 40 20.0 20.0 20.0
2 77 38.5 38.5 58.5
3 55 27.5 27.5 86.0

Valid
4 16 8.0 8.0 94.0
5 12 6.0 6.0 100.0
Total 200 100.0 100.0
It can be seen in the table that 38% of the respondents answered “2”. This
can be taken to mean that the respondents disagree that the old jeepneys are
comfortable in terms of its seating and legroom.

QUESTION #35: Do you think the E-Jeepneys are PWD friendly?
The 35th question is connected with the comfortability of People with
Disability who ride the new E-jeepneys. It aims to determine whether or not the
respondents perceive the new E-jeepneys as PWD friendly.


Percent
No 8 4.0 4.0 4.0
Valid Yes 192 96.0 96.0 100.0
Total 200 100.0 100.0
The table above shows that 96% of the respondents perceive that the E-
jeepneys are PWD friendly while the others do not.

QUESTION #36: Do you think the old jeepneys are PWD friendly?
the old jeepneys as PWD friendly.

No 129 64.5 64.5 64.5
Valid Yes 71 35.5 35.5 100.0
Total 200 100.0 100.0
The results show that 64% of the respondents perceive that the old
jeepneys are not PWED friendly.

QUESTION #37: Does the ventilation system of the E-jeepneys cater to the
passenger’s comfortability?
The 37th question is in relation with the respondents’ perception of
comfortability in terms of the new E-jeepney’s ventilation system.

No 22 11.0 11.0 11.0
Valid Yes 178 89.0 89.0 100.0
Total 200 100.0 100.0
It can be seen in the table that majority of the respondents find that the
ventilation system of the E-jeepneys cater to the passengers’ comfortability.

QUESTION #38: Does the ventilation system of the old jeepneys cater to the
passenger’s comfortability?
The 38th question, on the other hand, is in relation with the respondents’
perception of comfortability in terms of the old jeepney’s ventilation system.

No 124 62.0 62.0 62.0
Valid Yes 76 38.0 38.0 100.0
Total 200 100.0 100.0
It can be taken to mean by the results in the table above that the majority
of the respondents do not think that the ventilation system of the old jeepneys
cater to the comfortability of the passengers.

QUESTION #39: Do you think that the E-jeepneys are more comfortable
than the old jeepneys?
This question aims to determine the overall perception of the respondents
on whether or not the new E-jeepneys are safer than the old jeepneys.

0 19 9.5 9.5 9.5
Valid 1 181 90.5 90.5 100.0
Total 200 100.0 100.0
The table above shows that 90.5% of the respondents find the E-jeepneys
more comfortable than the old jeepneys while the other 9.5% thinks otherwise.

IN TERMS OF THE FARE:
QUESTION #40: Is the fare of the E-jeepneys justified by the distance of your
travel?
The 40th question is connected with the fare that is demanded by the new
E-jeepneys in the City of Makati that the passengers are required to pay. It aims to
determine whether or not the respondents perceive that the fare demanded from
them by the new E-jeepneys is justified by the distance of its routes.

No 45 22.5 22.5 22.5
Valid Yes 155 77.5 77.5 100.0
Total 200 100.0 100.0
The results show that majority of the respondents answered “Yes”. This
can be taken to mean that the respondents find that the fare of the E-jeepneys is
justified by the distance of its travel.

QUESTION #41: Is the fare of the old jeepneys justified by the distance of
your travel?
This aims to determine whether or not the respondents perceive that the
fare demanded from them by the old jeepneys in the City of Makati is justified by
the distance of its routes.


Percent
No 30 15.0 15.0 15.0
Valid Yes 170 85.0 85.0 100.0
Total 200 100.0 100.0
It can be seen in the table above that majority of the respondents do not
think that the fare of the old jeepneys is justified by the distance of its travel.

III. Hypothesis Testing
Paired Samples Statistics
Mean N Std. Deviation Std. Error Mean
A1-E Jeepney .56 200 .498 .035

Pair 1
A1-O Jeepney .62 200 .488 .034
A2-E Jeepney 2.86 200 1.154 .082
Pair 2
A2-O Jeepney 3.07 200 1.018 .072
A3-E Jeepney 1.77 200 .819 .058
Pair 3
A3-O Jeepney 2.13 200 1.004 .071
Routes of EJeepney .59 200 .494 .035
Pair 4
Routes of Jeepney .35 200 .477 .034
Safety of Using E Jeepney 3.33 200 1.256 .089
Pair 5
Safety of Using O Jeepney 2.50 200 1.017 .072
Drivers Etiquette E Jeepney 3.63 200 1.304 .092
Pair 6
Drivers Etiquette O Jeepney 2.66 200 1.154 .082
Comfortability in E Jeepney 3.30 200 1.279 .090
Pair 7
Comfortability in O Jeepney 2.34 200 1.004 .071
PWDfriendly .96 200 .196 .014
Pair 8
PWDfriendlyb .36 200 .480 .034
Ventilation .89 200 .314 .022
Pair 9
Ventilationb .38 200 .487 .034
Pair Fare .78 200 .419 .030
10 Fareb .85 200 .358 .025
Paired Samples Correlations
N Correlation Sig.
Pair 1 A1-E Jeepney & A1-O Jeepney 200 -.088 .214

Pair 2 A2-E Jeepney & A2-O Jeepney 200 .291 .000
Pair 3 A3-E Jeepney & A3-O Jeepney 200 .397 .000
Pair 4 Routes of EJeepney & Routes of Jeepney 200 .184 .009
Safety of Using E Jeepney & Safety of Using O
Pair 5 200 .078 .272
Jeepney
Drivers Etiquette E Jeepney & Drivers Etiquette O
Pair 6 200 .096 .175
Jeepney
Comfortability in E Jeepney & Comfortability in O
Pair 7 200 .291 .000
Jeepney
Pair 8 PWDfriendly & PWDfriendlyb 200 -.009 .905
Pair 9 Ventilation & Ventilationb 200 .045 .529
Pair 10 fare & fareb 200 .143 .044

Paired Samples Test
Paired Differences t df Sig.
Mean Std. Std. 95% Confidence (2-
Devia Error Interval of the tailed)
tion Mean Difference
Lower Upper
A1-E Jeepney - A1-O -

Pair 1 -.060 .727 .051 -.161 .041 199 .245
Jeepney 1.167
Pair 2 -.210 1.298 .092 -.391 -.029 199 .023
Jeepney 2.288
Pair 3 -.360 1.013 .072 -.501 -.219 199 .000
Jeepney 5.027
Routes of EJeepney -
Pair 4 .240 .620 .044 .154 .326 5.475 199 .000
Routes of Jeepney
Safety of Using E
Pair 5 Jeepney - Safety of .830 1.553 .110 .613 1.047 7.556 199 .000
Using O Jeepney
Drivers Etiquette E
Pair 6 Jeepney - Drivers .970 1.656 .117 .739 1.201 8.283 199 .000
Etiquette O Jeepney
Comfortability in E
Jeepney -
Pair 7 .960 1.378 .097 .768 1.152 9.855 199 .000
Comfortability in O
Jeepney
PWDfriendly - 16.45
Pair 8 .605 .520 .037 .533 .677 199 .000
PWDfriendlyb 6
Ventilation - 12.72
Pair 9 .510 .567 .040 .431 .589 199 .000
Ventilationb 0
Pair -
fare - fareb -.075 .511 .036 -.146 -.004 199 .039
10 2.077
The table above shows a series of test of significance between e-jeepney
and ordinary jeepney in terms of their efficiency and efficacy. Preferences of
commuters in terms of availability, routes, safety, comfortability, and fare were
factors considered to measure efficiency and efficacy. To test the significant
difference, a series of paired sample t-test were conducted.
As shown in the table above, using paired sample t-test, pair 2 to 9 appears
to be significant having a p-value lesser than .05 (p < .05) making it sufficient to
reject the null hypothesis by which we can say that pair 2-9.

Chapter 5
Conclusion and Recommendation
I. Conclusion
The study is focused on the effectiveness and efficiency of the Makati Green
Pasada and revolves around the five factors that affect the satisfaction of its
passengers namely: the availability of the E-jeepneys, their routes, the safety, the
comfortability and the fare.
Questions regarding the availability of the E-jeepneys and old jeepneys
yielded results that are in favor of the E-jeepneys. The respondents perceived that
the Passenger to E-jeepney ratio is sufficient in the area.

Questions regarding the routes of the E-jeepneys and old jeepneys, however,
ruled in favor of the old jeepneys. This is based on the gathered and analyzed data
from the survey questionnaires answered by the chosen respondents, most
specifically the question on whether or not all destinations in the City of Makati
are accessible through the E-jeepneys or the old jeepneys’ routes in which the
respondents were in favor of the old jeepneys.
Questions regarding the safety of the E-jeepneys and old jeepneys in terms of
the seats, door entrances, and windows also showed results that were in favor of
the E-jeepneys based on the analyzed answers of the respondents. Moreover,
majority of the respondents, specifically 96.5% of them, opted to answer that the
E-jeepneys are safer than the old jeepneys.

Questions regarding comfortability of the E-jeepneys and old jeepneys in
terms of the seats, luggage compartment, and legroom also yielded results that
favored the E-jeepneys based on the analyzed answers of the respondents.
Moreover, majority of the respondents, specifically 90.5% of them, perceive that
the E-jeepneys are more comfortable than the old jeepneys.
Lastly, answers to the questions regarding the fare demanded by the E-
jeepneys and the old jeepneys ruled in favor of the E-jeepneys as based on the
answers of the target respondents.
Overall, four out of five factors of the standards of commuters satisfaction as
provided by the researchers were met by the E-jeepneys thus proving its
effectiveness and efficiency throughout the City of Makati and for its coming
nationwide implementation. These factors are the availability, the safety, the
comfortability, and the fare of the E-jeepeys. However, the routes of the E-
jeepneys do not quite satisfy the standards of the commuters as interpreted and
analyzed from the answers of the respondents to the questions regarding such
matter.
II. Recommendations
Recommendations for Future Researchers
Given the fast pace of innovation not just on the technology of vehicles
but on so much more high-tech automation, conducting the same topic should
consider more key factors asides from the ones provided by the researchers of this
topic in determining the attainment of the standards of commuters satisfaction. It
is recommended that the questions on the survey questionnaires be aligned with
these factors that the future researchers will consider to formulate more accurate
results that will be sufficient for the study.
Recommendations for Improvements
The researchers of this study used convenient sampling in gathering data.
It is recommended that the future researchers use a specific data regarding the
population of the respondents that they are going to target for their future research
for the reason that the results maybe more accurate and justified using the given
data. Another recommendation is for the targeted respondents to not only be
limited among the commuters of the E-jeepneys but also to its drivers and
operators to gather more perspectives and points of view to formulate a more
accurate result for the study.

Appendices
References
Books
1) Ajzen, I., & Fishbein, M. (1980). Understanding attitudes and predicting
social behavior. Englewood Cliffs, NJ: Prentice-Hall.
2) Ajzen, I. (1991). The theory of planned behavior. Organizational

Behavior and Human Decision Process
3) Ajzen, I. (2002). Perceived behavior control, self-efficacy, locus of
control, and the theory of planned behavior. Journal of Applied Social
Psychology.
4) Churchill, G. A., & Suprenant, C. (1982). An investigation into the
determinants of customer satisfaction. Journal of Marketing
Research.
5) Davis, F. D., Bagozzi, R. P., & Warshaw, P. R. (1989). User acceptance of
computer technology: a comparison of two theoretical models.
Management Science.
6) Fishbein, M., & Ajzen, I. (1975). Belief, attitude, intention, and behavior:
An introduction to theory and research. MA: Addison-Wesley.
7) Hunt, H. K. (1977). CS/D—overview and future research directions. In H.
K. Hunt (Ed.), Conceptualization and measurement of consumer

satisfaction and dissatisfaction (pp. 455–488). Cambridge, MA:
Marketing Science Institute.
8) Karahanna, E., Straub, D. W., & Chervany, N. L. (1999). Information
technology adoption across time: a crosssectional comparison of pre-
adoption and post-adoption beliefs. MIS Quarterly.
9) Kelman, H. C. (1958). Compliance, identification, and internalization:
three processes of attitude change. Journal of Conflict Resolution.
10) LaTour, S. A., & Peat, N. C. (1979). Conceptual and methodological
issues in consumer satisfaction research. In W. L. Wilkie (Ed.). Advances
in consumer research (vol. 8, pp. 431–437). Ann Arbor, MI: Association

for Consumer Research.
11) Mathieson, K., & Chin, W. W. (2001). Extending the technology
acceptance model: the influence of perceived user resources. Database for
Advance in Information Systems.
12) Oliver, R. L. (1980). A cognitive model for the antecedents and
consequences of satisfaction. Journal of Marketing Research.
13) Oliver, R. L. (1981). Measurement and evaluation of satisfaction
processes in retail settings. Journal of Retailing.
14) Oliver, R. L. (1993). Cognitive, affective, and attribute bases of the
satisfaction response. Journal of Consumer Research.

15) Oliver, R. L. (1997). Satisfaction: a behavioral perspective on the
consumer. New York, NY: McGraw-Hill.
16) Spreng, R. A., MacKenzie, S. B., & Olshavsky, R. W. (1996). A
reexamination of the determinants of consumer satisfaction. Journal of
Marketing.
17) Taylor, S., & Todd, P. A. (1995b). Understanding information technology
usage: a test of competing models. Information System Research.
18) Tse, D. K., & Wilton, P. C. (1988). Models of consumer satisfaction
formation: an extension. Journal of Marketing Research.
19) Venkatesh, V. (2000). Determinants of perceived easy of use: Integrating

control, intrinsic motivation, and emotion into the technology acceptance
model. Information Systems Research.
20) Venkatesh, V., & Davis, F. D. (2000). A theoretical extension of the
technology acceptance model: four longitudinal field studies.
Management Science.
21) Warshaw, P. R. (1980). A new model for predicting behavioral intentions:
an alternative to Fishbein. Journal of Marketing Research.
22) Yi, Y. (1990). A critical review of consumer satisfaction. In V. A.
Zeithaml (Ed.). Review of marketing. Chicago, IL: American Marketing
Association.
Journals
1) Torres, Emmanuel. Jeepney. Philippine Studies. vol. 32, no. 2(1984) 237–
239
2) Vinzons, Ignatius H. (2015). Ang diwa ng jeepney
Books from Websites
1) Law, G. (2017, March 27). Chapter 4: Type of Survey Questions. Retrieved
from Data + Design: A simple introduction to preparing and visualizing
information: https://infoactive.co/data-design/ch04.html
Websites
1) LaMarca, N. (2011, December 5). The Likert Scale: Advantages and
Disadvantages. Retrieved from Field Research in Organizational
Psychology: https://psyc450.wordpress.com/2011/12/05/the-likert-scale-
advantages-and-disadvantages/
2) Horst, H., & Martens, R. (2017, March 27). Close-ended questions.
Retrieved from University of Twente:
https://www.utwente.nl/nl/ces/toetsing/Docenten/testing-grading/job-
aid/closed-ended-questions/
3) University of Minnesota. (2017, March 27). Data Collection Techniques.
Retrieved from University of Minnesota: https://cyfar.org/data-collection-
technique

Appendix I – Sample Survey Questionnaire
Greeting in the name of Santo Tomas!
We are researchers from the University of Santo Tomas. In partial
fulfillment of the requirements in the of Bachelor of Arts in Legal Management,
we are conducting a study titled “A Study about the Effectiveness and
Efficiency of E-Jeepneys for its Expansion throughout Metro Manila in
Terms of Commuters Standards on Satisfaction Based on the Makati Green
Pasada”.
This survey aims to gather information that would help us in our study.
Thus, we ask you for your utmost cooperation and sincerity in answering this
survey. Rest assured that all the information collected will be treated with strict
confidentiality and respect. Thank you and have a good day!
From,
Calvin Ziga So and Kimvirly Pre Zayat
4LM2
Name (Optional):
Age:
Occupation:
CHECK THE BOX THAT CORRESPONDS WITH YOUR CHOICE.
Do you often ride E-jeepneys?
□ YES
□ NO
IN TERMS OF THE AVAILABILITY OF THE E-JEEPNEYS:

1. Do you think the Passengers-to-E-Jeepney ratio is sufficient in the area?
□ YES
□ NO
How about for the old jeepneys?
□ YES
□ NO
2. Does your waiting for the E-Jeepneys consume too much of your time?
□ Strongly agree
□ Agree
□ Neutral
□ Disagree
□ Strongly disagree
□ Strongly agree
□ Agree
□ Neutral
□ Disagree
3. How long is your average waiting time for the E-jeepneys?
□ 1-10mins
□ 11-20mins
□ 20-30mins
□ More than 30mins
□ 1-10mins
□ 11-20mins
□ 20-30mins
□ More than 30mins

IN TERMS OF THE E-JEEPNEYS’ ROUTES:
1. Do you think all destinations throughout Makati are accessible through the
routes of the E-Jeepneys?
□ YES
□ NO
How about the old jeepneys?
□ YES
□ NO
2. Do the E-Jeepneys have designated stops?
□ YES
□ NO
□ YES
□ NO

3. Do the E-Jeepneys provide maps/infographics of their routes/stops?
□ YES
□ NO
□ YES
□ NO
IN TERMS OF YOUR SAFETY: Please rate the ff. on a scale of 1-5, being 5
as the highest and 1 as the lowest.

1. Do you think E-Jeepneys are safe enough for public use? In terms of:
a) Seats
□ 5
□ 4
□ 3
□ 2
□ 1

b) Door Entrance
□ 5
□ 4
□ 3
□ 2
□ 1
c) Windows
□ 5
□ 4
□ 3
□ 2
□ 1
Do you think the old jeepneys are safe enough for public use? In terms of:
d) Seats

□ 5
□ 4
□ 3
□ 2
□ 1
e) Door Entrance
□ 5
□ 4
□ 3
□ 2
□ 1
f) Windows
□ 5
□ 4
□ 3
□ 2
□ 1
2. How often do you think should the E-jeepneys should be checked and
maintained by their operators?
□ Monthly
□ Quarterly
□ Annually
How often do you think should the old jeepneys should be checked and
maintained by their operators?
□ Monthly
□ Quarterly
□ Annually
3. Do you think that the drivers of E-jeepneys are well educated with road
etiquette regarding the following?

a) Speeding
□ Strongly agree
□ Agree
□ Neutral
□ Disagree
b) Traffic Regulations
□ Strongly agree
□ Agree
□ Neutral
□ Disagree
c) Cleanliness of the vehicle
□ Strongly agree
□ Agree
□ Neutral
□ Disagree
Do you think that the drivers of old jeepneys are well educated with road
etiquette regarding the following?
d) Speeding
□ Strongly agree
□ Agree
□ Neutral
□ Disagree
e) Traffic Regulations
□ Strongly agree
□ Agree
□ Neutral
□ Disagree
f) Cleanliness of the vehicle
□ Strongly agree
□ Agree
□ Neutral
□ Disagree
4. Do you think that the E-jeepneys are safer than the old jeepneys?
□ Yes
□ No
IN TERMS OF YOUR COMFORTABILITY: Please rate the ff. on a scale of
1-5 being 5 as the highest and 1 as the lowest.
1. Rate your satisfaction on the comfortability of the E-jeepneys regarding
the following:
a) Seats
□ 5
□ 4
□ 3
□ 2
□ 1
b) Luggage Compartment
□ 5
□ 4
□ 3
□ 2
□ 1
c) Seating and Legroom space
□ 5
□ 4
□ 3
□ 2
□ 1
Rate your satisfaction on the comfortability of the old jeepneys.
d) Seats
□ 5
□ 4
□ 3
□ 2
□ 1
e) Luggage Compartment
□ 5
□ 4
□ 3
□ 2
□ 1
f) Seating and Leg room space
□ 5
□ 4
□ 3
□ 2
□ 1
2. Do you think the E-Jeepneys are PWD friendly?
□ Yes
□ No
□ Yes
□ No
3. Does the ventilation system of the E-jeepneys cater to the passenger’s
comfortability?
□ Yes
□ No
□ Yes
□ No
4. Do you think that the E-jeepneys are more comfortable than the old
jeepneys?
□ Yes
□ No
IN TERMS OF YOUR FARE:
1. Is the fare of the E-jeepneys justified by the distance of your travel?
□ Yes
□ No
□ Yes
□ No
Appendix II – Curriculum Vitae

SO, CALVIN HERSEY ZIGA
Calvin is a High School Graduate of Lourdes School of Mandaluyong,
graduated with academic awards of excellence in the seventh grade. Currently

taking up AB Legal management at the University of Santo Tomas as a senior. He
who is affiliated with a political party in the faculty of Arts and Letters namely
the Grand Alliance for Progress otherwise known as (GAP).
ZAYAT, KIMVIRLY PRE
Kimvirly completed her high school education in the Divine College of
Urdaneta. She is currently a 4th year student of the University of Santo Tomas
taking up AB Legal Management. She was a former news writer of The Flame,
the official publication of the Faculty of Arts and Letters which helped her hone
some of her skills that are useful in her field or career in the future.

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UNIVERSITY OF SANTO TOMAS FACULTY OF ARTS AND LETTERS PAGE 1

The Problem and its Background

traditions. It is a country with an abundance of culture that is practiced by its

surrounding countries. The Philippines

by its different elements melting together into a harmonious whole with a

modes of transportation. Examples of these are the world-famous tricycle, kalesa,

The tricycle (trike) is a three-wheeled, gasoline-run motorized vehicle that

is made up of a motorcycle and a sidecar with multiple seating and a covered

serve the same purpose.

The kalesa is basically a horse-drawn carriage. It was introduced in the

of transportation in the Philippines which is the jeepney. The jeepney was

originally made from US military

known for its flamboyant decorations and crowded seating.

As American troops began to leave the Philippines at the end of World

The jeepney rapidly emerged as a popular and a creative way to re-

establish inexpensive public transportation. Recognizing the wide-spread use of

by its government and society in order to develop a transportation landscape that

is one with the environment, ecologically, and economically.

The Makati Green Pasada, which is the country’s first E-jeepney

franchise, was launched in MarchOF

surveys among E-jeepney commuters regarding five factors of the standards of

effective and efficient.

II. Objectives of the Study:

of its commuters in terms of its availability, routes, safety, comfortability,

 To determine whether or not the E-jeepneys promote better road safety

than the old jeepneys

UNIVERSITY OF SANTO TOMAS GRADUATE SCHOOL PAGE

III. Theoretical Framework

UNIVERSITY OF SANTO TOMAS GRADUATE SCHOOL PAGE

Expectations Expectations Met Expectations Not

Figure 1: Expectation Disconfirmation Model by Richard Oliver

The diagram above exhibits how Customer Satisfaction is considered to

have a strong relationship with Disconfirmation which is defined as the difference

between a customer’s Pre-Purchase Expectations and the Post-Purchase

Performance of a product or service. Accordingly, customer satisfaction refers to

‘‘the summary psychological state resulting when the emotion surrounding

previous experience of a consumer with the product or service.

communications program, as well as by their total level of promotional spend and

their share-of-voice relative to their direct competitors.

Typically firms have implemented public relations programs in order to generate

existing customers. Clearly for most firms interested in tracking customer

satisfaction levels, they would be mainly researching existing customers, as

opposed to new, making previous experiences a critical factor.

vary to some extent, based on their individual exposures to the various

communications, their level of purchase involvement, and their previous

1) overall productUNIVERSITY OF SANTO

and 3) image and social status benefits.

Like the inputs to expectations, these factors then work in aggregate to

is, confirmed) or exceeded (positively disconfirmed) or not met (negatively

disconfirmed) will determine the customer’s overall satisfaction level – as

represented by the three boxes at the bottom of the model.

Several researchers have proposed that expectations have a direct effect on

satisfaction and perceived performance. Moreover, this relationship can result

from an assimilation effect whereby expectations establish the baseline or

standard of comparison for the consumers to make evaluative judgements about

the product or service.

UNIVERSITY OF SANTO TOMAS GRADUATE SCHOOL PAGE

IV. Conceptual Framework

Routes Commuter Effectiveness and

Figure 2: Conceptual Framework

the E-jeepneys demand.

their satisfaction as it has been in the City of Makati.

V. Statement of the Problem:

1. Does the E-jeepney meet the standards of its commuters in terms of