LETTER TO THE RESPONDENTS

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

Noted by:
Noted by:

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

Research Adviser 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
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
EVALUATION FACTORS
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)
Attitude of helpfulness toward co-workers
(Ugali at pakikisama 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
□ Senior Citizen □ PWD 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
I= Inadequate kapwa empleyado)
Personnel are well-mannered to
S A NI I
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:
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?)
Interview Questions:
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?)
8. Do you experience any problems with the queue?
(Nakararanas ka ba ng problema sa pag-hihintay sa pila?)
9. 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?)
10. 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?)
11. 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?)
12. Can you describe how the company manages its queuing activities?
(Mailalarawan mo ba kung paano ang pamamalakad ng kumpanya sa kanilang
queuing activities?)
13. What made you choose this store as your preferred drug store?
(Ano ang nakapag engganyo sa iyo upang piliin ang drugstore na ito?)
14. 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?)
8. Do you experience any problems with the queue?
(Nakararanas ka ba ng problema sa pag-hihintay sa pila?)
9. 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?)
10. 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?)
11. 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?)
12. Can you describe how the company manages its queuing activities?
(Mailalarawan mo ba kung paano ang pamamalakad ng kumpanya sa kanilang
queuing activities?)
13. What made you choose this store as your preferred drug store?
(Ano ang nakapag engganyo sa iyo upang piliin ang drugstore na ito?)
14. 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 sto