Customer Satisfaction of Electric Power Services of SOLECO

RASEL D. ALFARO, MELCHOR C. NAPULI, MANUEL III S. BERENGUER,

JHULMER SABSALON, & MELITON LABADORA
Southern Leyte State University, 2021
Southern Leyte State University, 2021

INTRODUCTION

This research study is proposed to assess customer satisfaction of electric power

services of SOLECO of Southern Leyte particularly within the Pacific Areas of the

province. Accordingly, one among the essential measures for a cooperative success is

that the customer’ expectations fulfillment regarding products / services offered. When it

involves the electric power supply customer satisfaction, it's automatically inferred to a

selected sector that's strongly regulated, and sometimes approached as a monopoly.

Since competition might be low or inexistent, there’s loss in competitiveness and

dynamicity, and thus the relevant factors to support the economic and business activities

might be different that in traditional scenarios (Dominguez, Cerqueira, Dominguez, Frias,

& Iglesias, 2015).

Electrical strength deliver customer pride could even be a multidisciplinary

subject that's probably approached via three information regions: purchaser pride during

a advertising and marketing-based angle, carrier operations in operations management

context, and power deliver service based within the infrastructure of electrical electricity

systems. usually, customer pleasure are frequently described thanks to the very fact the

purchaser's response to the perceived discrepancy between earlier expectations (or

another norm of performance) and accordingly the precise overall performance

(Choknumkij & Fongsuwan, 2014). Mutua, Ngui, Osiolo, Aligula, & Gachanja (2012),

relying on the expectations approach, proved that top delight with the local authorities’s

services involves low expectancies, rather than honestly appearing public services

properly, whilst low satisfaction ratings factor each to poorly appearing offerings also as

high expectations. Huh, Woo, Lim, Lee, & Kim, 2015). supports the notion that provider
 Customer Satisfaction of Electric Power Services of SOLECO
RASEL D. ALFARO, MELCHOR C. NAPULI, MANUEL III S. BERENGUER,
JHULMER SABSALON, & MELITON LABADORA
Southern Leyte State University, 2021
Southern Leyte State University, 2021

fine need to be, particularly, “what the consumers understand”. Galán & Pollitt (2014)

decide to synthesize all of the various tactics recognized through Garvin (1984) via

subsequent definition: “high-quality is that the consistent conformity with purchaser’s

expectancies”.

Gaither and Frazier (2001) as quoted Souza, de Lima, Treinta, Abrao, & Gouvea

da Costa (2021) outline carrier operations as an prolonged period of time motion plan for

the meeting of merchandise and restore of an commercial enterprise and establish a

map of what the meeting should execute if it wants to recognise their enterprise’

strategies. In developing and dealing with a provider operation one among the vital

decision areas is that the thanks to shape operations, i.e., the thanks to divide up the

sports and assign them to people or machines. at an equivalent time as there might be

constraints of varied types that limit the set of obtainable picks, there could also be

typically good sized discretion. compared to production operations, constraints which

require a specific gadget or sort of gadget to perform the sports are generally much less

common, consequently the variability of desire is usually larger. moreover, there need to

even be fewer constraints at the gathering during which operations are completed. the

other key distinction to manufacturing is that service operations are very regularly in

direct touch with the patron. Given those differences, the thoughts developed to

apprehend the because of divide up the sports in manufacturing can rarely be

administered to carrier operations without enormous edition (Nair, 2019).

Electrical energy is at the center of latest society, as an important component of

way of life and a determining accept as true with the competitiveness of the financial

system (Gouveia et al, 2015). the electric power deliver device is usually mistaken by

using the very topography of the towns, branched at some point of their streets and
 Customer Satisfaction of Electric Power Services of SOLECO
RASEL D. ALFARO, MELCHOR C. NAPULI, MANUEL III S. BERENGUER,
JHULMER SABSALON, & MELITON LABADORA
Southern Leyte State University, 2021
Southern Leyte State University, 2021

avenues to physically connect the availability machine, or even medium or massive-

scale unities of strength technology, to the electrical strength’s final customers. the

connection, the treatment (or service) and thus the effective electric powered strength

supply to the regulated environment customer occur via the energy distributors. The

distributed energy, consequently, is that the effective electric strength provided to the

consumers associated with an electrical community of a determined distribution

organization (Sheikh, Komaki, and Malakooti, 2014).

The period of time “energy gadget” generally feel, refers to a machine containing

energy manufacturers (mills or suppliers), storages (energy traders), hyperlinks

(transporters, transmission lines, distributors), and clients (users). these entities are

primary commonplace factors altogether energy systems (Sheikh, 2014).

Statement of the Problem

Customer satisfaction is considered to be the most important factor as it

involves the retention of the customer loyalty and cooperative stability and also it

forms a base for promoting SOLECO subscribers. Typical elements that constitute

customer satisfaction are value added services, difficulties in tariff customer care

and timely response complaints. Specifically, it this study focuses on the following

specific objectives.

1. What is the level of satisfaction among SOLECO consumers towards electrical

distribution and services?

2. What factors influences household’s subscriber to rely on SOLECO services?

3. What are the consumer expectations with SOLECO electrical distribution and

services?
 Customer Satisfaction of Electric Power Services of SOLECO
RASEL D. ALFARO, MELCHOR C. NAPULI, MANUEL III S. BERENGUER,
JHULMER SABSALON, & MELITON LABADORA
Southern Leyte State University, 2021
Southern Leyte State University, 2021

4. Is there a significant relationship between satisfaction of SOLECO consumers

and their expectations with SOLECO services?

Statement of Hypothesis

H0: There is no significant relationship between satisfaction of SOLECO consumers

and their expectations with SOLECO services.

Significance of the Study

Great customer satisfaction and high customer retention or loyalty are strongly

linked. It helps powers sales and helps businesses maintain sustainability. While metrics

like payments and revenues show important details on how well the cooperative is

working at a selected time, customer satisfaction scores are one among the simplest

indicators to reveal how SOLECO will perform within the future. The results of this study

identify unsatisfied customers, negative customer reviews, or word-of-mouth warnings to

friends and family supported bad experiences, adversely affecting company's longevity.

posing for feedback like this survey, and working on any unfavorable responses by

addressing problems and adjusting, shows that customers are of top priority.

REVIEW OF RELATED LITERATURE

Energy, the power to try to work, is out there in one-of-a-kind forms- chemical,

mechanical, thermal, sun and electrical. Its re-assets encompass wind, water, the sun,

fossil fuels, and thermal gradients. This technical period of time is thrilling even to the

layman thanks to the very fact it affords lights and runs maximum of the house

equipment with inside the families. The increased accompany the drift of cloth items to
 Customer Satisfaction of Electric Power Services of SOLECO
RASEL D. ALFARO, MELCHOR C. NAPULI, MANUEL III S. BERENGUER,
JHULMER SABSALON, & MELITON LABADORA
Southern Leyte State University, 2021
Southern Leyte State University, 2021

the families which incorporates electric powered washing machines and dryers,

computers, virtual video disk players, and television sets, has shifted family renovation

and hobby from human strength to electric powered strength.

Electricity, consistent with Buesing (1980, p.194) will cross on to be the dominant

strength supply amongst families for 3 motives- “it's far the absolute best grade and

maximum flexible strength supply to be had, it is the utmost universally to be had

strength supply already with inside the homes, and it's going to be generated from any

quantity of destiny strength re-assets”. OECD/IEA (1994) said that with growing

disposable profits and adjustments in lifestyles, families tend to move from the foremost

inexpensive and least handy fuels (biomass) to extra handy and usually extra pricey

ones (charcoal, kerosene) and within the end to the utmost handy and typically

maximum pricey sorts of strength (LPG, herbal gas, power).

Furthermore, the record highlighted that there could also be a correlation among

preference of cooking fuels and therefore the cost of women’s time. Women who input

the formal team of workers involve extra comfort of their use of family fuels. Among the

one-of-a-kind sorts of strength, the alternating-modern-day kind of power, furnished via

way of means of electricity vendors from the manufacturing stations via the transmission

traces the maximum amount because the carrier drops wires main to family circuits, has

end up to be the utmost common thanks to the very fact it is the utmost handy and

therefore the designed drive of the many work, comfort and entertainment machines and

gadgets with inside the homes. it's the exceptional potentialities to boom strength usage

performance via the development of home equipment and structures that optimize

utilization. It also “can provide great environmental performance, because it emits little
 Customer Satisfaction of Electric Power Services of SOLECO
RASEL D. ALFARO, MELCHOR C. NAPULI, MANUEL III S. BERENGUER,
JHULMER SABSALON, & MELITON LABADORA
Southern Leyte State University, 2021
Southern Leyte State University, 2021

CO2, SOx and NOx, and brings protection and luxury to our lives, amongst different

various benefits.” (Raivanshi, 2003).

The aspects of alternating modern-day electricity prevalence amongst families

and exceptional potentials for green utilization and thus contributing much less to

international warming and weather alternate- are the principle motives why it is things of

this check out , and it became the item of the many preceding investigations specifically

performed within the course of durations of strength crises. As Purchase (1980) has

suggested, many motives are obvious for trying to reduce the number of strength used

and therefore the cash spent for strength. These encompass the selection to preserve

herbal sources, the wish to be unbiased of overseas suppliers, and therefore the want to

buy cash. generally , households use electric powered strength immediately for domestic

heating and cooling, cooling and heating water, lights, cooking, refrigerating, clothes’

ironing, grooming and hobby , variety of which creates bad influences to the environment

. consistent with Hogan (1980), the own circle of relatives and therefore the surroundings

are related during which includes manner that the additional strength we use from our

gift nonrenewable re-assets, the additional troubles we create for ourselves and destiny

generation.

Theoretical Framework

Figure 1 represents the theoretical framework showing customer’s perception on

service quality in terms of the five dimensions. These dimensions consist of tangibles,

reliability, responsiveness, assurance, and empathy. It was assessed with the use of

questionnaires to determine its relationship on customer satisfaction at SOLECO Pacific.

 Customer Satisfaction of Electric Power Services of SOLECO
RASEL D. ALFARO, MELCHOR C. NAPULI, MANUEL III S. BERENGUER,
JHULMER SABSALON, & MELITON LABADORA
Southern Leyte State University, 2021
Southern Leyte State University, 2021

The tangibles dimension is a form of physical means used by organizations to

create and do work. Supporting equipment and the appearance of employees used to

serve consumers can create an impression that is easily remembered by consumers. In

addition, pleasant conditions are also felt by consumers when making transactions

against services produced by the cooperative. Thus, the tangible dimension is part of the

increasing condition of employees to act on time in accordance with the wishes of

consumers.

Adopted from J. Open Innov. Technol. Mark. Complex. 2021, 7, 116.

https://doi.org/10.3390/joitmc7020116

Research Methodology

Design of the Study

The researchers adopted descriptive survey research design. A descriptive
survey research design may be a systematic and unbiased investigation which cares
with collection of knowledge for the aim of describing and interpreting existing
conditions, prevailing practices, beliefs, attitudes and procedures. the planning is
suitable for this study since data are collected through questionnaire from Pacific town
electrical consumers and members of Southern Leyte Cooperative (SOLECO).
 Customer Satisfaction of Electric Power Services of SOLECO
RASEL D. ALFARO, MELCHOR C. NAPULI, MANUEL III S. BERENGUER,
JHULMER SABSALON, & MELITON LABADORA
Southern Leyte State University, 2021
Southern Leyte State University, 2021

Particularly, the towns of Silago, Hinunangan, Hinundayan, Anahawan, San Juan

(Cabalian), and St. Bernard are the main target of these survey research.

Research Locale
This study covered random respondents from residents of the Pacific coast
towns of Southern Leyte. Southern Leyte (Cebuano: Habagatang Leyte; Tagalog:
Timog Leyte) is a province in the Philippines located in the Eastern Visayas region. Its
capital is the city of Maasin. Southern Leyte comprised the third congressional district
Leyte until it was made into an independent province in 1959. Southern Leyte includes
Limasawa, an island to the south where the first Roman Catholic Mass in Philippine soil
is believed to have taken place and thus considered to be the birthplace of Roman
Catholicism in the Philippines. The province ranks as the second least populated in the
region. According to the 2020 census, the province has a population of 429,573. 
Southern Leyte's geological features created several issues in the province after
the flooding of the Subangdaku River and the 2006 mudslide in Guinsaugon.
Organizations warned the province it was susceptible to natural occurrences like
landslides and floods. Southern Leyte forms an important part of the inter-island
transportation system of the country, with ferries transporting people and goods between
Liloan and Surigao del Norte in Mindanao. The province is well known for its quality
abaca products and is the country's major producer of abaca fiber.

Research Respondents
The population of the study comprises all random selected respondents
SOLECO subscribers in the towns of Silago, Hinunangan, Hinundayan, Anahawan, San
Juan (Cabalian), and St. Bernard in the District II of the Province of Southern Leyte

Instrument for Data Collection

An improvised researcher-made Likert’s Scale questionnaire entitled “Customer
Satisfaction of Electric Power Services of SOLECO” are going to be collected for the
study. The instrument contained 17 items and divided into 2 sections Part I and Part II.
Part I. is based on the general information of the respondents. Part II comprises of 12
items which solicited responses from selected respondents in the Pacific towns
 Customer Satisfaction of Electric Power Services of SOLECO
RASEL D. ALFARO, MELCHOR C. NAPULI, MANUEL III S. BERENGUER,
JHULMER SABSALON, & MELITON LABADORA
Southern Leyte State University, 2021
Southern Leyte State University, 2021

classified as consumers or subscriber member of te said cooperative. The questionnaire

is structured on a five-point rating scale format with response options of considerably
Strongly Agree (5), Agree (4), Uncertain (3), Disagree (2), and Strongly Disagree (1).

Data Collection Procedure

The questionnaire is administered to the respondents with the assistance of
members as research assistants. The research assistants got instructions on the way to
administer the questionnaire. The copies of the questionnaire are collected by the
research assistants and therefore the researchers as soon because the respondents
finished responding to the questionnaire.

Method of knowledge Analysis

Manual computation and Statistical Package for science (SPSS) Statistics
version 21 are wont to analyze the information. The research questions are to be
analyzed by using mean, grand mean and variance. While t-test analysis is wont to test
the null hypotheses at 0.05 level of significance. the choice rule for the research
questions is as follows: Any item with a mean response of three .50 and above is
considered the maximum amount appropriate while any item with mean of three .49 and
below is considered inappropriate.
 Customer Satisfaction of Electric Power Services of SOLECO
RASEL D. ALFARO, MELCHOR C. NAPULI, MANUEL III S. BERENGUER,
JHULMER SABSALON, & MELITON LABADORA
Southern Leyte State University, 2021
Southern Leyte State University, 2021

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