LETTER TO THE RESPONDENTS

February 2022

To whom it may concern,

Good day! We are a group of 4th year Bachelor of Science in Industrial Engineering students from
the University of Batangas who are currently conducting a study entitled, “Queuing System for Mercury
Drugstore (Lemery Branch)”. The purpose of this study is to minimize the time in queue at drugstores to
gain customer satisfaction and also to improve company performance. We know that the consequences
of the pandemic have recently been felt, which is why we must be responsible for following public
laws and regulations to ensure everyone's safety, and this study refers to the current situations of the
new normal protocols.

In line with this, may we request for your participation in answering this survey questionnaire to
gather data and information relevant to the achievement of the study’s objectives as honestly as you can.

Rest assured that all information that will be treated with respect and utmost confidentiality.
Your cooperation in this matter is highly appreciated. Thank you!

Respectfully yours,

Agno, Ofalene E.
Baril, Mick Ryan M.
Dote, Donabel D.
Oliveros, Mary Anne
L. Tablate Gean David
A.

Noted by:

Engr. Marizen B. Contreras, PIE, MBA, MSME

Research Adviser
 SURVEY QUESTIONNAIRE
Mercury Drugstore (Lemery Branch)

Direction: Fill up the blanks provided and put check (✔) on the box provided.

Name (optional):
Customer Type: □ Regular □ Senior Citizen □ PWD
Age:
Gender: □ Male □ Female
Date of Evaluation: Brgy./ Municipality:

Customer Satisfaction Evaluation

Directions: Mark (✔) the box that best represents your overall performance rating to the
company’s staff and services.
LEGEND: S = Satisfactory A = Adequate NI = Needs Improvement I = Inadequate

EVALUATION FACTORS S A NI I
Performance Server knowledge about certain medicine/
prescription that is presented to them
(Kaalaman ng mga empleyado sa detalye ng
medisina o receta na ipinakita sa kanila)
Customers are treated fairly, and no one is ahead of
the queue.
(May pantay na pagtrato sa bawat kustomer at
walang inuuna sa linya)
Execute tasks from every customer with speed and
accuracy
(Ang mga empleyado ay mabilis at tumpak sa
bawat transaksyon kada kustomer)
Communication Willingly and clearly communicates with customers
(Kusang loob at malinaw na pakikipag kumunika
sa mga kustomer)
Has an attitude of helpfulness toward co-workers
(May saloobin ng pagiging matulungin sa mga
katrabaho)
The modulation of audibility of the employees are
clear and can be understood easily.
(Ang modulasyon ng boses ng mga empleyado ay
maliwanag at madaling maintindihan)
Responsiveness Handles stressful situations with tact.
(Pinangangasiwaan ang ilang nakababahalang
sitwasyon sa mabuting paraan)
 Employees are attentive and focused at times of
work.
(Ang mga empleyado ay aktibo at nakatuon sa oras
ng trabaho.)
Packaging of the medicines are handled with care.
(Ang packaging ng mga medisina ay isinasagawa
nang may pag iingat)
Personality Demonstrates a pleasant and calm personality
when dealing with customers and fellow employees.
(Nagpapakita ng kaaya-aya at kalmado ang
pakikitungo sa mga kustomer at kapwa empleyado)
Personnel are well-mannered to customers'
demands.
(Ang mga tauhan ay may mabuting asal sa mga
kahilingan ng mga customer)
Behave in a manner consistent with the company’s
mission, vision and values.
(Kumilos sa paraang naaayon sa misyon, pananaw
at halaga ng kumpanya)
Work Habits Maintains neat and orderly workstation.
(Mapapanatili ang maayos at maayos na
workstation)
Maintains neat and orderly paperwork
(Mapapanatili ang maayos at maayos na mga
papeles)
Employees are well-organized in their work.
(Pinapanatiling organisado ng mga empleyado ang
kanilang trabaho.)

This evaluation form has been reviewed with me, and I understand the data that I have shared
will be used for thesis purposes.

Respondent Signature:

Interview Questions:

1. Do you experience any problems with the queue?

(Nakararanas ka ba ng problema sa pag-hihintay sa pila?)
2. What do you think needs to be done to improve queue management in the store?
(Ano sa iyong palagay ang nararapat gawin ng mga tagapag pamahala upang ma-improve
ang pila?)
3. What is your experience in communication when you go to the drugstore?
(Ano ang iyong karanasan sa komunikasyon dito sa drugstore? Ito ba ay kaaya-aya o
hindi?)
4. Can you tell me about a time when you received poor customer service?
(Makapag bibigay ka ba ng isang pagkakataon na nakaranas ka ng mababang kalidad ng
customer service?)
5. Can you describe how the company manages its queuing activities?
(Mailalarawan mo ba kung paano ang pamamalakad ng kumpanya sa kanilang queuing
activities?)
6. What made you choose this store as your preferred drug store?
(Ano ang nakapag engganyo sa iyo upang piliin ang drugstore na ito?)
7. Can you mention something the store should do to improve its value to you?
(May mababanggit ka bang nararapat na aksyon upang mas mapataas ang kahalagahan
ng store sa iyo?