St.

Paul University Philippines

Tuguegarao City, Cagayan 3500

CUSTOMER SATISFACTION RATE BEFORE AND

DURING
COVID-19 PANDEMIC PERIOD IN
ST. PAUL HOSPITAL OF TUGUEGARAO, INC.

BERENGUEL, Sr. Monica

EDER, Mark Ryan
JAVIER, Maria Angelica
BATTUNG, Jakkar
SOLIVEN, Myka Stephanie
CASIBANG, Clarisse Dominique

January 2022

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 St. Paul University Philippines
Tuguegarao City, Cagayan 3500

ABSTRACT

Patient satisfaction is a gauge as to what extent the patient is contended on the

provision of health care from the providers. Patient’s satisfaction is a vital indicator to
determine the success of the delivery of services from the health care facility. During the
COVID-19 pandemic, health care maintains a balance between providing a quality
patient care and adhering to community protocols. With the protocols in place that must
be carried to address the threat of COVID-19, the health care system must adjust
technically to still provide a quality patient care. This of course have a significant impact
on the satisfaction felt by the patient during hospital admission or accessing hospital
services.
This study aims to analyze the comparison of customer satisfaction before and
during the Covid 19-Infection Pandemic at St. Paul Hospital of Tuguegarao. The method
used in this study is descriptive comparative method, which will explain the deviation of
customer satisfaction rate between the time before and during the COVID-19 pandemic.
The target population of the study is the patients availing services of the hospital,
whether it is in-patient or ancillary outpatient units.
The findings of the study is extracted from the reports of the Customer Service
department using regression to explore if the current procedures of the hospital in
delivering health care services have a direct effect to the hospital experience of
patients. The result of the study shows that the patients’ satisfaction is good. However,
there is a decline in patient’s satisfaction rating during the pandemic compared to the
year before the COVID-19 pandemic happened.

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 St. Paul University Philippines
Tuguegarao City, Cagayan 3500
I. BACKGROUND

Private healthcare services are a crucial part of the global health system. Private
healthcare providers have increasingly become involved in health systems, both in
scale and scope, because of their potential. Recently, the private healthcare system has
reiterated its role by joining the battle with a pandemic crisis. Amid the Covid-19
pandemic, many national healthcare systems worldwide have been overwhelmed. To
alleviate the grave challenges and deal with pertinent implications, governments
collaborate with private healthcare providers to enhance proactive and collaborative
public-private partnerships. Hence, it is crucial to nurture a high-quality and sustainable
private healthcare system in all nations. The main problem of a health care agency is
the increasing number of patients, especially COVID 19 patients. Therefore, hospitals
are required to always maintain customer confidence by improving the quality of service
so that customer satisfaction increases. Currently St. Paul Hospital of Tuguegarao, Inc.
becomes one of the referrals of health services in Cagayan Valley Province. This
condition is the main basis for inpatient units and other services. Therefore, hospital
urgently need professional employees in supervising the quality of service and
convincing patients to remain interested in the services offered, especially quality
services.
According to Kotler (2013: 150) Customer Satisfaction is a feeling of pleasure or
disappointment that arises after comparing the performance (results) of the product
thought to the expected performance (or results). From the definition it can be said if the
performance of the product is not in accordance with the expectations of the patient or
the patient's family and if the expectations set are too low, then the patient or the
patient's family will feel dissatisfied, then the patient's patient or family will feel satisfied,
but if the performance of the product exceeds expectations, then hotel guests will feel
happy and very satisfied. Customer satisfaction formulated by Richard Oliver (Barnes,
2003: 64) is the customer's response to the fulfillment of his needs. It means the
assessment that a form of privilege of a good or service or goods / services itself,
provides a level of comfort associated with the fulfillment of a need, including the
fulfillment of needs below expectations or fulfillment of needs exceeding customer
expectations. Healthcare professionals should appreciate and implement the
importance of patient satisfaction, which is realized by promoting a high standard of
care through the quality provision of healthcare services in all hospital departments of a
hospital. Based on the research done by Trout and Hedges, patient satisfaction is quite
an important indicator with regards to the quality of care that is provided by the
personnel at any healthcare institution.
This study aims to analyze the comparison of customer satisfaction before and
during the Covid 19-Infection Pandemic at St. Paul Hospital of Tuguegarao, Inc. The
method used in this study is comparative method, which will explain the comparison of
customer satisfaction rate between the time before and during the covid-19 pandemic.
The purpose of this study is to find out and analyze differences in service of
customer satisfaction rate in Saint Paul Hospital of Tuguegarao, Inc. before and during
the COVID-19 pandemic.

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 St. Paul University Philippines
Tuguegarao City, Cagayan 3500
II. STUDY AIMS AND OBJECTIVE
The study aims is to differentiate the yearly customer satisfaction rate before
(2019) and during (2020) Covid-19 Pandemic at St. Paul Hospital of Tuguegarao.

Specifically, the study aims answer the following objectives:

1. Explore the impact of COVID-19 pandemic to the costumer satisfactory rate.

2. Identify factors affecting costumer satisfactory rate during COVID-19 pandemic.
3. Identify ways to improve the services of the hospital.

III. CONCEPTUAL FRAMEWORK

The research will start by data collection and review regarding factors affecting
customer satisfaction rate. After data collection, analysis of data will be done with
statistical software to tabulate and tally the collected data. The results will be used to
disseminate and develop different strategic thrust.

Data Collection

Interpretation

Increased Customer
Satisfaction Rate

Tabulationof Data

Dissemination of Data Development of Strategic

Analysis to Concerned Thrust to Increase

Department Customer Satisfaction Rate

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 St. Paul University Philippines
Tuguegarao City, Cagayan 3500
IV. STUDY DESIGN
To address the key research objectives, the researchers will utilize descriptive
study specifically cross-sectional with the aid of Customer Satisfaction Survey gathered
for the year 2019 and 2020 at St. Paul Hospital of Tuguegarao, Inc.

V. HUMAN RESOURCES
In addition to the principal investigators, the following human resources are
planned to be included and will be assessed once the team will start the research study.

a. Field supervisor
b. 1 data collector
c. 1 clerk
d. 1 analyst

These personnel will be hired from St. Paul Hospital of Tuguegarao Marketing
and Customer Service unit, will receive orientation and training in the subjects below
with their respective roles, and will be supervised by the field supervisor.

 Study protocol and descriptive quantitative method

 Organize and prompt collection of survey form
 The use of SPSS Statistical Software in tabulating and tallying all collected data

VI. ETHICS AND ETHICAL IMPLICATION

No ethics and ethical implication stated for all calculated data are based from
monthly report, summarized for annual result.

VII. DATA UTILITY AND DISSEMINATION

This study foresees the use of its results particularly at this level:

Institution (Hospital)

 The comprehensive customer experience data presented will stimulate support

based research in the growing field of customer experience in the health care
industry in our developing locality.

 It will provide the institution a basis in establishing measure/s in the present

developments in the health care services and how the delivery of quality
healthcare services could be enhanced by health care providers during this time
of the COVID-19 pandemic.

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 St. Paul University Philippines
Tuguegarao City, Cagayan 3500
Table 2 Study Result Dissemination
Dissemination Channel Product Purpose

Feedback to Community  Quality Review State recommendations

Management to increase customer
Meeting satisfaction during
 Personnel’s pandemic period.
Meeting
 Executive
Committee Meeting

VIII. REFERENCES

Rade B. Vukmir(2006) ).Customer Satisfaction.

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Noor Meywati, Agung Wahyu Handaru, Harya Kuncara Wiralaga (2021). The
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Loyalty during Covid-19 Pandemic

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https://academic.oup.com/intqhc/article/18/6/422/1803370?login=true

Abdelhakim Abdelhadi (2021). Patients’ satisfactions on the waiting period at the

emergency units. Comparison study before and during COVID-19 pandemic

https://www.ncbi.nlm.nih.gov/pmc/articles/PMC7941052

Moh Sholeh, Djazuly Chalidyanto (2021). The Effect of Service Quality on Loyalty
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Lan-Sim CHEW, Yee-Ling YEO, Chee-Tao CHANG, Chii-Chii CHEW, Doris

GEORGE, Phillip RAJAN (2021). Satisfaction among patients and caregivers receiving

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Tuguegarao City, Cagayan 3500
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