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PROBLEMS ENCOUNTERED AND SATISFACTION LEVEL AMONG
CONSUMERS OF SOUTH COTABATO ELECTRIC

COOPERATIVE II IN TUPI SOUTH COTABATO
An Undergraduate Thesis Presented to

the Faculty of the College of Business & Good Governance
South East Asian Institute of Technology, Inc.
In Partial Fulfillment
of the Requirements for the Degree of
BSBA major in Marketing Management
CASTILLO, BRIAN
DIMALILAY, BUSRAH
MIASE, DENNIS
OLARTE, CARIEN JOY
ORILLA, ELLIE JAMES
SACANDAL, NORIE JANE
January 2023
Business Administration Department
National Highway, Brgy. Cr. Rubber, Tupi
South Cotabato, Philippines

CONSUMERS OF SOUTH COTABATO ELECTRIC
COOPERATIVE II IN TUPI SOUTH COTABATO
____________________________
An Undergraduate Thesis
Presented to the Faculty
____________________________
In Partial Fulfillment
of the Requirements for the Degree
____________________________
By
CASTILLO, BRIAN
DIMALILAY, BUSRAH
MIASE, DENNIS
OLARTE, CARIEN JOY
ORILLA, ELLIE JAMES
SACANDAL, NORIE JANE
January 2023
JOSEPH M. BUGUIS, MBA

Course Facilitator
ii
APPROVAL SHEET
This research paper entitled “PROBLEMS ENCOUNTERED AND

SATISFACTION LEVEL AMONG CONSUMERS OF SOUTH COTABATO
ELECTRIC COOPERATIVE II IN TUPI SOUTH COTABATO prepared and
submitted by CASTILLO BRIAN, DIMALILAY BUSRAH, MIASE DENNIS,
OLARTE CARIEN JOY, ORILLA ELLIE JAMES, SACANDAL NORIE JANE, in
partial fulfilment of the requirement for the degree of BACHELOR OF SCIENCE
IN BUSINESS ADMINISTRATION (Major in Marketing Management) has been
examined and hereby recommended for approval and acceptance.
RODA JEAN D. FERNANDO

Adviser
Approved by the Panel of Examiners on Oral Examination with a grade of:

PASSED.
LEILA Z. DE JESUS, MBA AIRAH SHYNNE C. CABIZARES, MBA

Member Member
JESTONE P. PALATE, LPT, MBA-HRM

Chairman
Accepted in partial fulfilment of the requirements for the degree of

BACHELOR OF SCIENCE IN BUSINESS ADMINISTRATION MAJOR IN
MARKETING MANAGEMENT.
JOSEPH M. BUGUIS, MBA

Program Head
JESTONE P. PALATE, LPT, MBA-HRM

Dean, College of Business &Good Governance
iii
ACKNOWLEDGEMENT
The researchers would like to extend their deepest gratitude to the
following people who, in one way or another, have contribute to making the study
possible.
To their research adviser, Ms. Roda Jean D. Fernando, for her support,
advice, guidance, valuable comments, suggestions, and recommendations that
benefited the researchers greatly in the completion and success of the study;
To their statistician, Mr. Jerald M. Pedregosa for sharing his knowledge
and helped in the analysis of data and its statistical computations.
To the department program head and as well as, their research instructor,
Mr. Joseph M. Buguis, MBA, for instructing them in behalf of making the thesis
successful.
To the supervisor of SOCOTECO II, Ms. Renee Rose for allowing the
researchers to conduct a survey on their consumers.
To the 374 respondents who gave time to provide data that are needed in
the study.
To their parents, friends, and relatives, for the love, understanding, and
financial support in pursuing this study.
And above all, to the almighty God, for giving them strength and guidance
throughout their hardship in making the study.
iv
ABSTRACT
This study aims to determine problems encountered and satisfaction level
among consumers of South Cotabato Electric Cooperative II and recommend
strategies on how to improve consumer satisfaction through efficient service
delivery based on the result of the study. The researchers chose Poblacion,
Polonuling and Cebuano as it has the greatest number of residential sectors
according to the electric power sector monitoring committee in SOCOTECO II
Tupi, South Cotabato, with the total of 5881 households.
The researchers used the descriptive statistical analysis and quantitative
methods of research. Self-made questionnaire was used to gather data from 374
respondents and identified through purposive sampling technique using the
slovin’s formula. The researchers used statistical tools such as frequency,
percentage, and the weighted mean to calculate and analyze the data gathered.
As a result, the majority of the respondents where female which age range
is 26-35. The respondents point out that power outage is the variable they
encountered frequently SOCOTECO II, they also emphasize that it takes 20-30
minutes for the SOCOTECO II to respond. The respondents favored that
provision of safety tips and instructions before and during power outages got the
highest satisfaction among the problems encountered.
v
The ANOVA result for Age revealed a p value of .001 which is less than
.05 significant level. Therefore, there is statistically significant difference between
consumers challenges and their demographic variable (Age) which affect their
satisfaction, and there is sufficient evidence to reject the null hypothesis.
An independent sample t-test was used to determine whether there is a
statistically significant difference between consumers challenges and
demographic profile (Sex). The result shows a p value of .015. Hence, there is a
statistically significant difference between consumers challenges on satisfaction
and demographic profile (Sex), and there is sufficient evidence to reject the null
hypothesis.
vi
Table of Contents
Page
TITLE PAGE ii
APPROVAL SHEET iii
ACKNOWLEDGMENT iv
ABSTRACT v
TABLE OF CONTENT vii
LIST OF FIGURES ix
LIST OF TABLES x
APPENDICES xi
CHAPTER
I THE PROBLEM
Introduction 1
Statement of the Problem 2
Significance of the Study 3
Scope and Delimitation of the Study 4
II CONCEPTUAL FRAMEWORK AND REVIEW OF RELATED
LITERATURE AND STUDIES
Conceptual Framework 5
Review of Related Literature and Studies 6
Definition of Terms 13
III METHODOLOGY
vii
Research Design 15
Locale of the Study 17
Respondents of the Study 17
Sampling Size and Sampling Design 19
Data Gathering Tools 20
Data Gathering Procedure 21
Statistical Treatment 21
Data Interpretation 23
IV PRESENTATION, ANALYSIS, AND INTERPRETATION OF DATA
Demographic Profile of Respondents 25
V SUMMARY OF THE FINDINGS, CONCLUSIONS AND
RECOMMENDATIONS
Findings 34
Conclusions 35
Recommendations 36
REFERENCES 38
APPENDICES 45
CURRICULUM VITAE 53
viii
List of Figures
Figure Title Page
1 Conceptual Framework of the Study 5
2 Research Design 16
3 Location of SOCOTECO II 18
4 Data Gathering Procedure 20
ix
List of Tables
Table Title Page
1 Five Scale Point 23
2 Demographic profile of the 25
Respondents
3 Points that residential sectors encountered 26
4 Duration of time before electric power 27
Sector respond
5 Residential sector`s level of satisfaction 27
During the service delivery of SOCOTECO II.
6 Power outage 28
7 Customer service 29
8 Electric surge 30
9 Descriptive Statistics 31
10 ANOVA 32
11 Descriptive Statistics 32
12 Independent Samples Test 33
x
APPENDICES
Appendix Title Page
Documentation 45
A Survey Questionnaire 47
B Permission letter to the dean 51
C Permission letter to Establishments 52
D Curriculum Vitae 53
xi
Chapter I
THE PROBLEM
Introduction
Service delivery and consumer satisfaction are considered as a vital
aspect when it comes to businesses, it is how well a service delivers within or
beyond customers’ expectation. It is important to establish a high quality of
service in sustaining satisfying relationships with consumers. According to
Usman (2013) Customers of electricity service providers complain frequently of
inadequate power supply, high electricity tariffs, delay in the provision of pre-paid
meters and handling of customers’ complaints and suggestions. Regarding this
statement, power failures as well as other customer service problems affects
satisfaction of consumers.
When it comes to power supply, consumers of electricity complain quickly
through posting bad feedbacks on social media in times of power failures and low
power supply. Creating and maintaining the level of consumer satisfaction is
necessary to electricity generation and distribution firms’ survival, growth, and
expansion. This is because the achievement of other business objectives is highly
centered on the level of satisfaction derived by the customers (Ibojo, 2015).
Additionally, foreign investors are not willing to come and set up business
operations in the country due to poor power supply (Anyaka & Edokobi, 2014).
Therefore, inadequate power supply really affects the running of the large
business owner as well as the residential sectors.
1
The purpose of the study is to determine problems encountered and
satisfaction level among consumers of South Cotabato Electric Cooperative II.
With this study, the electricity service providers could find out whether their
services meet the level of satisfactory to their consumers through consumer
evaluation. Moreover, the researchers could recommend strategies on improving
consumer satisfaction through efficient service delivery.
Statement of the Problem
This study aims to determine the consumer satisfaction on the service
delivery of South Cotabato Electric Cooperative II.
Particularly, this study aims to seek and answer the following:
1. Determine the demographic profile of the respondents in terms of:
a. Age; and
b. Sex
2. To distinguish the consumer satisfaction on the responses/actions of
South Cotabato Electric Cooperative II in Tupi, South, Cotabato in terms
of:
a. Power Outage;
b. Customer Service; and
c. Electric Surge
3. To determine the significant difference of the challenges across the
demographic profile of respondents.
2
Significance of the Study
The significance of this study will help to broaden the knowledge on
consumer satisfaction to the service delivery of South Cotabato Electric
Cooperative II in TUPI, South, Cotabato. The results of this study will be of great
benefit to the following:
To the Consumers. The result of this study will be beneficial for the
consumers’ additional knowledge on how the services were rendered by Electric
power sectors on the consumer’s satisfaction level that the establishment has.
To the Electricity Distributors. The result of this study will help to
determine and implement quality service delivery initiatives and will significantly
lead to an increase in consumer satisfaction.
To the Economy. The result of this study will boost the economic activity
and will benefit them to be able to learn how various factors contribute greatly to
the success of the business in terms of service quality and consumers
satisfaction.
To the Future Researchers. The result of this study will be beneficial for
those who wish to have similar studies as they can get background information
that will serve as a template to enhance their study.
3
Scope and Delimitation of the Study
This study focuses on problems encountered and satisfaction level among
consumers of South Cotabato Electric Cooperative II in Tupi, South Cotabato.
The researchers have chosen residential sectors in Barangay Poblacion,
Polonuling and Cebuano, considering that the said Barangays has the greatest
number of residential sectors according to the electric power sector monitoring
committee in South Cotabato Electric Cooperative II Tupi, South Cotabato.
Moreover, the total population of the said Barangays is more than enough for the
researchers to get the possible total respondents of the study. Therefore, the
researchers limited the respondents to 374 respondents belonging to the said
Barangays.
4
Chapter II
CONCEPTUAL FRAMEWORK AND REVIEW OF RELATED LITERATURE
AND STUDIES
This chapter examines the related literature and studies which supports
and gives credence to the details of this research. Concepts, findings, theories,
and notions from scholarly researches and articles related to evaluation of
service delivery on consumer satisfaction that are presented to give a broad
background of the study and to justify the researcher’s objective in undertaking it.
Conceptual Framework
Independent Variable Dependent Variable
 Power outage
 Customer Service Customer Satisfaction
 Electric Surge
Demographic
Profile
Figure 1. Conceptual Framework of the Study
Figure 1 shows that power outage, customer service and electric surge
were the factor that affects the consumer satisfaction. These factors determined
its influence and affect the overall satisfaction of consumers.
5
Consumer satisfaction can be achieved and increased through carefully
understanding and identifying the needs of the consumers in terms of providing a
quality service that could satisfy their needs to a highest level Ibojo, Olawepo &
Akinruwa (2013). When it comes to electricity, Kufeoglu (2015) stated that it
becomes vital part of the modern societies. Therefore, constant power supply is
necessary not just for residential sectors but also for the economic growth.
Furthermore, consumers consider the service delivery as one of the major
influences with regards to the success or failure of the quality of service. Thus, if
the performance does not meet the satisfaction level, the consumers will be
dissatisfied, however if the overall performance meets their satisfaction, then
they will be satisfied.
Review of Related Literature and Studies
Review of Related Literature
This section presents the related literature and studies that are significant
in the research. This consists of books, theses, and articles from internet written
by both foreign and local authors.
Demographic Factors
Demographic factors are the most popular bases for segmenting
consumer groups. One reason is that consumer needs, wants, and usage rates
often very closely with demographic variables. Another is that demographic
variables are easier to measure than most other types of variables (Kotler &
Armstrong, 2012). Moreover, the differences between men and women about
6
expectation, want, need, life style, etc. reflect to their consumption behavior.
(Swarna 2012).
Age
Rani (2014) states that age is a significant factor for marketing strategy
since age creates a critical difference among consume choices and consumers
consumption habits and patterns. Although age is considered to be one of the
most significant factors of consumer behavior, there are not too many scientific
studies and articles that focus exclusively on these socio-demographic
characteristics. Besides, this trend is consistent with an increasing number of
studies conducted by gerontologists and lifespan developmental psychologists,
who have used the social identity approach to examine experiences and behavior
of older adults outside the work context, for instance in retirement and in aged
care facilities (Jetten & Haslam, 2016). Also, research on successful aging
suggests that personal and work-related resources may impact associations
between age and favorable outcomes such as high resources result in positive
associations and low resources result in negative associations.
Sex
According to Johnson J; Sharman Z; Visandjee B. (2014),canadian
Institutes has been requiring researchers to indicate whether their research
protocol accounts for sex or gender, using the term “sex” to refer to the biological
attributes that distinguish male from female, and the term “gender” to refer to
men and women’s socially constructed roles identities and behaviors. As of 2016,
7
the U.S. National Institutes of Health Research asks applicants to explain how
they plan to factor consideration of sex as biological variable into their research
design and analysis (Clayton, 2015).
Customer Satisfaction
Customer’s satisfaction as noted by (Tahir, Wagget, & Hoffman 2013), a
customer’s perspective based on their expectation and then subsequent post
purchase experience. Customer satisfaction can be achieved and increased in
business organizations by carefully identifying and understanding the needs of
the target market and providing quality goods and services that will meet and
satisfy these needs to a greater extent, thereby by building and maintaining long-
lasting and favourable relationship with the target market (Ibojo, Olawepo, &
Akinuwa, 2013).
Every organization that aims to increase its market share must
continuously identify the factors that enhance customer satisfaction and work on
them as well as identify and avoid those factors that hinder customer satisfaction
(Khan, 2012). This further provides a measurement of the service delivery, in
terms of providing feedbacks on the services offered.
Power Outages
Power outages is when electrical power goes out unexpectedly. According
to Vanden, Mansur, and Wang (2015) power outages have generally direct and
indirect effects on the overall performance of the firms, causing increases in
8
economic costs, reductions in produced quantities, and eventually decreases in
sales and productivity. Thus, this results to complaints from the household
sectors. According to Auffhammer, Baylis and Hausman, (2017) the frequency
and severity of these events will increase with the population growth and climate
change, as infrastructure damage from intense storms and floods, hydropower
shortage from droughts, and increased demand as temperatures rise and strain
an aging electricity grid.
Customer Service
According to Machado et. Al (2012), training entails gaining skills that can
help one achieve their objectives and enhancing their competence in the work
place as training helps individuals understand the company’s vision, mission,
values, culture and strategy thereby gaining skills on how to interact with
customers, follow processes, and understand company policy and procedures.
Then, the importance of employee attitudes and customer service performance is
acknowledged, there are calls to more precisely specify proximal mediators
between employee attitudes and customer satisfaction (Hong et. Al., 2013).
Several other researchers also suggest focusing on employee performance
integral to customers’ service experience (Bowen & Schneider, 2014).
Electric Surge
Electrical power supply abnormalities are referred to as surge, transient or
electrical line noises, which are deviations from the normal power voltage supply
(Prasada, 2013). Furthermore, the surge can result from operation of switches or
9
circuit breakers connected to a capacitive or inductive loads, “current chopping”
in teams of small current or operating with insulated neutral by sudden grounding
one of the phases (Hassan, 2017; Makinde, 2014).
Transient over-voltage is generated from circuit breaker due the opening
and closing during operation deploys in the pumped-storage power station
Sukhdeo and Prasada (2013). Shehab (2013) presented a model on lighting
strike and the relative effects on electrical power distribution system and the
resultant output and impact on power system caused by lighting at the presence
of lighting arrester. Since power distribution system is part of the service delivery
of electric power sectors it also affects the consumer’s satisfaction depending
how quickly they respond regarding this power failures.
Service Delivery
Delivering services of high quality is an important pursuit for service
providers that seek to create and provide value to their customers (Gronroos &
Ravald, 2012). Consumers have a perception of the level of service they should
receive in their mind and have the tendency of having a tolerance in terms of
waiting a reasonable period of time in order to receive their desired level of
service (Machado et al. 2012:142). Consumer pay for a level of service they think
they will receive, when they decide to pay a certain price for goods and service
(Machado et al 2012:142). Thus, the way they deliver their services to the end
users affects the satisfaction level of the consumers.
10
Review of Related Studies
“Electricity service and customer satisfaction:
Evidence from electricity consumers in Lagos State, Nigeria”
This study by Odunlami, Abimbola & Sokefun, Adekunle (2018) investigated
the relationship between electricity service delivery and customer satisfaction
among electricity consumers in Lagos State, Nigeria. The finding revealed that
service quality had a significant relationship with customer satisfaction (r=0.348,
p<0.05). They also found out that price had a significant relationship with
customer satisfaction(r=0.415, p<0.05). Customer service had no significant
relationship with customer satisfaction (r=0.062, p>0.05). This study concluded
that service quality attracts customers to purchase product and services and
make repeat purchases.
“The effects of Power outages on the performance of manufacturing
Firms from the MENA region”
This study by Fakih, (2020) examines the effects of power outages on the
performance of manufacturing firms form MENA region using a firm-level data set
derived from the World Bank’s Enterprise Surveys (WBES) database. The
findings revealed that the extent of power outages is depicted by objective
measures characterizing durations and frequencies of power outages, and by
perception-based measures reflecting firms’ perceived severity power outages.
The results of the study emphasize the adverse consequences of the power
outages for the performance of manufacturing firms in the MENA region.
11
“The effect of customers’ satisfaction of service delivery on
consumers’ retention of Tigo Telecommunication Network”
This study by Appiah (2015) investigated the effect of customer satisfaction
of service delivery on customer retention Tigo Telecommunication in the Abokobi-
Madian Locality. The study found that, the customers were satisfied with the
quality of service delivered by Tigo; the customers could not indicate whether or
not they would retain the services of Tigo. The study recommended the
maintaining existing customers should be a better option than chasing for new
non-existing customers by Tigo and that future study should consider expanding
the scope so as to make findings more dependable.
“Customer satisfaction from private utility companies: An explanatory
study”
This study by Kostereoglou, Georgios; Dimitrios (2016) examines the
factors that have an impact on customer satisfaction in the context of private utility
companies. The main purpose of the study is accomplished through the
development and the empirical testing of a conceptual framework (research
model). The study found out that empirical results indicate that “reliability’ has the
highest impact on customer satisfaction while empathy has no impact at all. More
specifically, the impact of reliability on customer satisfaction is indirect, mediated
through three other dimensions of the conceptual framework (namely tangibles,
responsiveness and empathy).
12
Definition of Terms
Consumer – is defined as an individual or business that consumes or
uses goods and services (Bloomenthal, 2019). Operationally, Consumers are
those electricity consumers who are residing in Tupi, South, Cotabato.
Customer Satisfaction- is defined as a measurement that determines
how happy customers are with a company’s products, services, and capabilities.
Customer satisfaction information, including surveys and ratings, can help a
company determine how to best improve or changes its products and services.
Operationally, it is how a consumer become satisfied with the services that
SOCOTECO II offered.
Customer Service- is defined as the support you offer to your customers,
both before and after they buy and use the products or services. Operationally, it
is how SOCOTECO II in Tupi, South, Cotabato supports their household sectors.
Electric Surge- is defined as a transient wave of current, voltage or power
in an electric circuit. Operationally, issues are external over voltages resulting
from atmospheric discharges such as lighting charges or lighting strokes that are
not part of the system.
Power Outages- is also called a power cut, a power out, a power blackout
a power failure or a power loss. It is the loss of the electrical power network
supply to an end user. Operationally, these are the damages electric
transmission lines.
13
Service Delivery- can be defined as any contact with the public
administration during which customers – citizens, residents or enterprises – seek
or provide data, handle their affairs or fulfil their duties. These services should be
delivered in an effective, predictable, reliable and customer-friendly manner.
Operationally, it is how the service sectors deliver their services to the end-users,
specifically to the household sectors residing in Polonuling.
Strategy- It is a set of plans or decisions that is made to help
organizations to achieve their objectives. Operationally, it means doing out a task
with special technique used to emphasize the work to be done.
14
Chapter III
METHODOLOGY
This section discussed the method and the procedures used to conduct
this study. It includes the method of research used, comprehensive description of
the research design, respondents of the study, sample and sampling techniques,
the instrument and techniques used for validation of the instruments, data
gathering procedures and the statistical treatment that are applied on the data
gathered.
Research Design
This research used the quantitative descriptive research design.
Quantitative descriptive research aims to accurately and systematically describe
a population, situation, or phenomenon. It can answer what, where, when and
how questions, but not why questions (McCombes, 2019). In addition, this type of
research design is appropriate for this study since it describes the variables that
affect the consumer satisfaction of the respondents.
This is a quantitative method where only a survey is utilized on evaluating
service delivery on consumer satisfaction of SOCOTECO II in Tupi, South,
Cotabato. According to Ajayi (2017), primary data is the data gathered by the
researchers themselves, for instance, the researchers conducted the survey by
using self-made questionnaires.
15
PROBLEMS ENCOUNTERED AND SATISFACTION LEVEL AMONG CONSUMERS OF
SOUTH COTABATO ELECTRIC COOPERATIVE II IN TUPI SOUTH COTABATO
Demographic Profile Locale of the Study
Age
Tupi, South Cotabato
Sex
Respondents
Service Delivery Variables
Residential sectors
Power Outages
Research Instrument
Electric Surge
Self-made Questionnaire
Customer Service
Statistical Treatment
Frequency and
Percentage
Weighted Mean
Anova
Figure 2. Research Design
16
Primary data are the specific information that are collected in this study for
the purpose and process by the researchers. Basically, secondary data are
collected by someone else from an earlier time. The sources are obtained from
books, journals, the internet and academic articles. The data may or may not be
specific to the researcher’s need, as described by. In this research the
researchers will take sources from articles, internet and journals related to the
topic in consumer preference.
Locale of the Study
This study was conducted in Barangay Poblacion, Polonuling and
Cebuano in Tupi as it has the greatest number of residential sectors according to
the electric power sector monitoring committee in South Cotabato Electric
Cooperative II Tupi, South Cotabato, with the total of 5881 residential sectors.
Also, to easily gather data that can provide a number of resources that are
needed in the study. Furthermore, in order to determine their level of satisfactory
when it comes to the service delivery of South Cotabato Electric Cooperative II.
Respondents of the Study
The researchers considered the residential sectors residing in Poblacion,
Polonuling and Cebuano in Tupi, South, Cotabato considering that they are
capable of providing a data needed in the study since their Barangay is known as
the highest consumption of electricity in Tupi, South, Cotabato. The total number
of respondents was 374 residential sectors. In addition, they can provide an
ample data that are necessary in the study.
17
Figure 3. Map of SOCOTECO II, Tupi, South Cotabato
18
Sampling Size and Sampling Design
The researcher used a purposive sampling technique formula to estimate
sampling size. Using Slovin’s formula, the researchers will calculate the sample
size (n) given the population size (N) and a margin of error (e). According to
Nikolopoulou (2022) purposive sampling refers to a group of non-probability
sampling techniques in which units are selected “on purpose” in purposive
sampling.
Formula:
n= N/ (1+Ne2)
Where:
n= no. of samples
N= total population
e= error margin/ margin of error
Solution
n= 5881/ (1+5881*0.05*0.05)
Sample size = 374.52 or 374
The data above are estimated using Slovin’s formula to calculate the
sample size. The researchers chose a 95% level of confidence, giving a margin
of error 0.05. The sample size of 374 was taken using purposive sampling.
19
Data Gathering Tools
The researchers used a survey questionnaire in the form of 5-point Likert
scale to gather the needed data from the respondents. The researchers utilized
self-made questionnaires. To achieve a content validity, the questionnaire for this
study was given to research experts through Content Validity Index (CVI). The
questionnaires are formulated based on the statement of the problem in the
proposed study. The questionnaire contains the demographic profile of the
respondents as well as the consumer satisfaction on the service delivery of
South Cotabato Electric Cooperative II in Tupi, South, Cotabato. The
respondents were asked to rate with the use of Likert scale from five (5) as the
highest and one (1) as the lowest.
Reliability Testing
To ensure that the questionnaire is reliable to provide the required
information in the study. 20 samples of the questionnaire were pre tested
wherein Cronbach’s alpha is used to determine the reliability of the measurement
instrument. The result was Cronbach's coefficient of 0.8138. Cronbach presents
the validity by Cronbach Alpha at 0.8138, which is greater than the standard
definition at 0.70. Therefore, the questionnaires were good and valid.
20
Data Gathering Procedure
Send a letter to the dean for the approval of conducting of the study
Develop a survey questionnaire
Ask permission to conduct the study
Setting the date to start the survey
Conducting the survey
Tabulating and analyzing of the collected data
Interpreting the collected data
Figure 4. Data Gathering Procedure
Statistical Treatment
In this study the researchers used various statistical tools to analyze and
tabulate the data gathered from the respondents. The statistical tools to be used
are the following:
1. Frequency and Percentage. Frequency is a tabular representation of
a survey data set. It is used to organize the demographic profile and
21
Preferences of the respondents. While percentage is useful when
making comparisons for studying a difference. Additionally, it will be
used as a guide to collect the demographic profile of the respondents
and the dimension that affect the consumer satisfaction on the service
delivery of utility service providers in Tupi, South, Cotabato.
Furthermore, percentage can be calculated by taking the frequency in
the category divided by the total number of selected respondents by
100.
Formula:
Where:
=Percentage
= Frequency
= Total number of respondents
2. Weighted mean. It will be used to calculate the average of the value of
the data. The average value can be calculated by providing different
weights to some of each value and used in determining which among
the identified service quality have the largest impact to the consumer
satisfaction of the utility service consumers.
Formula:
22
Where:
= weighted mean
= summation
= frequency
the value of the result
= the total number of respondents
3. Anova. Analysis of Variance (ANOVA) is a statistical formula used to
compare variances across the means (or average) of different groups.
A range of scenarios use it to determine if there is any difference
between the means of different groups.
Data Interpretation
The gathered data were interpreted using a five-point Likert scale. It will
serve as a basis to interpret the result.
Table 1
Five Point Scale
Scale Value Mean Range Interpretation
5 4.21 – 5.00
Very satisfied
4 3.41– 4.20
Satisfied
3 2. 61– 3.40
Neutral
2 1.81 – 2.60
Unsatisfied
1 1.00 – 1.80
Very unsatisfied
23
Five (5) point scale offers five (5) different answer options related to the
agreement that would be distinguish sufficiently for the respondents. It will select
each response a point value, from 1 to 5, based on the number of responses.
Common values for the options started with “very unsatisfied” at 1 point and “very
satisfied” at 5. The mode will show up the most common response while the
mean will give the overall average response to the researchers.
24
Chapter IV
PRESENTATION, ANALYSIS, AND INTERPRETATION OF DATA
This chapter presents, analyze and interprets the data gathered from
evaluation and more particularly the results would serve as basis for
recommendation and to answer the stated problem.
Based on the collected data, here are the presentations, analysis and
presentation of the data, according to the answers of 374 respondents through a
survey questionnaire.
Table 2
Demographic Profile of Respondents (N=374)
Age Frequency Percentage (%)
18-25 75 20.05
26-35 139 37.17
36-55 105 28.07
56-75 55 14.71
Total 374 100%
Sex
Male 164 43.85
Female 210 56.15
Total 374 100%
25
Table 2 shows the demographic profile of the respondents. The age
ranges 26-35 got the highest frequency with 139 or 37.17 percent, followed by
36-55 which is 28.07 percent, next is 18-25 with 75 responses or 20.05 percent,
and the last one got the lowest which has 55 with a percentage of 14.75. the total
number of female respondents was 210 which is 56.15 percent while the male
respondents is 164 with a rate of 43. 85 percent.
Table 3
Points those residential sectors encountered the most.
Variables Frequency Percentage (%)
Power Outage 214 57.22
Customer Service 116 31.02
Electric Surge 44 11.76
Others 0 0
Total 374 100%
Table 3 shows that most respondents encountered power outages with
214 responses or 57.22 percent, followed by customer service with 116
responses or 31.02 percent, and electric surges with 43 responses or 11.76
percent.
26
Table 4
Duration of time before the electric power sector respond.
Duration of
Frequency Percentage (%)
Customer Service
10-20 minutes 114 30.48
20-30 minutes 136 36.36
35 minutes above 124 33.16
Total 374 100%
Table 4 shows that most respondents point out that it takes 20-30 minutes
Before electric power sectors responds with 136 responses or 36.36 percent next
is above 35 minutes with a response of 124 or 33.16 percent and 10-20 minutes
with 114 responses or 30.48 percent.
Table 5
Residential sector`s level of satisfaction during the service delivery of

SOCOTECO II.
Rate Frequency Percentage (%)

5 35 9.36
4 112
29.95
3 171
45.72
2 48
12.83
1 8
2.14
Total 374
100%
27
Table 5 shows that 3 got the highest number of the ratings of consumers
during the services delivery of SOCOTECO II with 171 responses or 45.72
percent, followed by 4 level of satisfaction that got 112 responses or 29.95
percent followed by 2 with 48 responses or 12.83 percent, followed by 5 with 35
responses or 9.36 percent and 1 which got the lowest response of 8 or 2.14
percent.
Table 6
Power Outage
Verbal
Mean
Statement
Interpretation
Provision of safety tips and instruction

3.56
Satisfied
before and during power outage.
SOCOTECO II`s restoration response
3.45
Satisfied
to power outages.
Quick response to repair damaged
3.42
Satisfied
electric poles and equipment.
Responses to calls and queries
3.45
Satisfied
during the power outage.
Grand Mean 3.47
Satisfied
Table 6 results shows that provision of safety tips and instructions before
and during power outages got the prominent mean ( =3.56), followed by
SOCOTECO II`s restoration response to power outages and Responses to calls
and queries during the power outage with corresponding mean of ( =3.45).
28
Then, quick response to repair damaged electric poles and equipment which
scored the lowest mean ( =3.42). Nevertheless, the majority of respondents
expressed satisfaction, which is satisfied but not at the highest level with a grand
mean of 3.47.
According to Machado et al. (2012). Consumers have a perception of the
level of service they should receive in their mind and have the tendency of having
a tolerance in terms of waiting a reasonable period of time in order to receive
their desired level of service.
Table 7
Customer Service
Statement Mean Verbal

Interpretation
SOCOTECO II responds quickly to
3.45
Satisfied
customers complaints.
Assistance and advice provided by
3.37
Neutral
SOCOTECO II.
Knowledge and expertise of
employees in providing reliable 3.42
Satisfied
information.
Taking full responsibility without
3.40
Neutral
making excuses on excalation.
Grand Mean 3.41 Satisfied
Table 7 indicates that SOCOTECO II responds quickly to customers
complaints obtained a high level of satisfaction, which led to a high mean of (
=3.45), now comes to Knowledge and expertise of employees in providing

29
reliable information with a mean of ( =3.42). Conversely, the satisfaction rating
for the next two was just neutral where in taking full responsibility without making
excuses on excalation got ( =3.40) and the lowest comes next which is
Assistance and advice provided by SOCOTECO II with ( =3.37). Despite the
fact that the overall result is satisfied with a grand mean of ( =3.41), the total
result shows that the SOCOTECO II does not provided the quality service that
consumers expected. This is because there were two neutral responses which
signifies that they did not meet their high level of satisfaction.
According Olayinka et. Al. (2018). Customer satisfaction is strongly
influenced by the interaction between customers and employees.
Table 8
Electric Surge
Verbal
Statement Mean
Interpretation
Recommendation of preventive
3.52 Satisfied
actions during electric surge.
Time allocation for monitoring electric
3.48 Satisfied
surges.
Quick response on reports
(danger/accident) during and after an 3.55 Satisfied
electric surge.
Personal concerns for public safety
3.54 Satisfied
during and after an electric surge.
Grand Mean 3.52 Satisfied
Table 8 shows that quick response on reports (danger/accident) during
and after an electric surge got the favorable response of satisfaction with (
=3.55). Next comes to personal concerns for public safety during and after an
30
electric surge with ( =3.54), followed by recommendation of preventive actions
during electric surge with ( =3.52). Additionally, time allocation for monitoring
electric surges got the low average among the four with ( =3.48). The overall
results indicate that respondents were content with service provided both during
and after electric surge with a grand mean of ( =3.52).
Second one that got the responses got a grand mean of 3.52 in which the
respondents favored that SOCOTECO II gives time to recommend preventive
action during electric surge while showing personal concerns as well.
According to Santos N. (2022) customer expectations refers to the service
and delivery that is referring to the execution of the services offered to
consumers. Moreover, consumers increasing expect for more attention to satisfy
their needs.
Table 9
Descriptive Statistics
Mean Std. Deviation N
18-25 3.61 0.63445 75
25-35 3.35 0.78817 139
36-55 3.69 0.73791 105
56-75 3.70 0.62872 55
Total 3.55 0.73688 374
31
Table 10
ANOVA
Sum of Squares df Mean Square F Sig.
9.047 3 3.016 5.767 .001
193.487 370 0.523
202.54 373
A one-way Analysis of Variance (ANOVA) was done to determine whether
there is a significant difference between customer’s perceived value and their
demographic profile. Age is a demographic profile comprised of three or more
factors that were utilized for Analysis of Variance.
The ANOVA result for Age revealed a p value of .001 which is less than .05
significant level. Therefore, there is statistically significant difference between
Table 11
Descriptive Statistics
Customer’s perceived value Mean Std. Deviation N
Sex
Male 3.42 0.78052 177
Female 3.67 0.67721 197
32
Table 12
Independent Samples Test
F t df Sig.
Customer’s Equal 5.914 -3.200 372 .015
Perceived Value variances
assumed
hypothesis.
33
Chapter V
SUMMARY OF THE FINDINGS, CONCLUSION AND RECOMMENDATIONS
This chapter presents the summary of the findings, conclusions, and
recommendation of consumer satisfaction on The Service Delivery of South
Cotabato Electric Cooperative II.
Findings
Majority of the respondent`s age ranges 26-35, with the total average of
37.17%. There is a little bit difference in terms of sex in which there were 210
female respondents that got a highest average of 56.15%, while the 164 male
respondents got 43.85%.When it comes to responses/actions of SOCOTECO II
the respondents were satisfied with the service they rendered during power
outage. In terms of customer service, the respondents are also satisfied with a
grand mean of =3.41).
However, the respondents favored that the assistance and advice
provided by SOCOTECO II demonstrates neutral level of satisfaction with a
lowest mean of ( =3.37) which signifies of satisfaction that they were not that
satisfied with the quality of the service provide. Regarding the last variable, the
respondents were satisfied =3.52) based on how SOCOTECO II recommend
preventive actions during and after electric surge.
The ANOVA result for Age revealed a p value of .001 which is less than
.05 significant level. Therefore, there is statistically significant difference between
34
hypothesis.
Conclusions
Based on findings of the study, the researchers have attained the
following conclusions and generalizations:
From the finding of the study, it was concluded that power outage is the
variable they encountered frequently. Consumers have a perception of the level
of service they should receive in their mind and have the tendency of having a
tolerance in terms of waiting a reasonable period of time in order to receive their
desired level of service (Machado et al. 2012:142). Therefore, the results of this
study provide evidence that SOCOTECO II must work on supplying enough
power supply and response quickly in order to minimize these variables to lessen
consumer’s complaints.
In order to meet the high level of satisfaction from consumers, the electric
service providers should guarantee that their staff have enough knowledge on
consumer’s queries and problems as well as to take time to listen on their
35
electrical issues and request spends more time to monitor the cause of power
failures and provide safety tips to consumers.
Recommendations
Based on the findings and conclusions gathered from the respondents, the
researchers would like to recommend the following:
South Cotabato Electric Cooperative II should improve the services they
offered to their consumers through providing enough power supply in order to
create a high level of consumer’s satisfaction. According to Odunlami (2015)
poor services or unsatisfactory level of services, which cannot meet the
expectation of consumers’ maybe that is one of the major causes of
dissatisfaction in consumers.
Considering that the consumers of South Cotabato Electric Cooperative II
were just satisfied with the quality of the services that they rendered, the
researchers recommend and encouraged South Cotabato Electric Cooperative II
to raise the level of satisfaction of the consumers to the highest level as much as
possible, provision of quick response to consumer’s complaints must be
addressed. According to Ibojo, Olawepo and Akinruwa (2015) Customer
satisfaction can be achieved through identifying the needs of your consumers as
well as maintaining quality services that will meet and satisfy their needs.
Due to inadequate power supply and some electric power interruption, the
South Cotabato Electric Cooperative II should recommend alternative devices
like battery operated devices, and provide system planning in times of power
36
outage and safety tips in times of electric surges and other power failures.
According to Khan (2012) every organization that wants to increase consumer
satisfaction must provide strategies and identify the factors that hinders
consumer satisfaction.
Development of solar panel technology as a renewable energy resource.
Could be a massive benefit to the rural areas and the national utility. According to
Singh (2014), The use of solar irrigation technology is also recommended as the
rural farmer would not have to depend on the vulnerable supply of fossil fuel.
SOCOTECO II, should hire more lineman, power plant operator and
technician in order to lessen the delay of repairing power failures and to generate
electricity that will meet consumer’s demands. According to Engetou (2017), the
productivity of every organization depends on its efficient employees and all
human resources to guide its work force which is what helps determine the
organizations success.
37
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40
ANNEX A
RESULTS OF SURVEY CONDUCTED
Very Very
Satisfied Neutral Unsatisfied
Satisfied Unsatisfied
Power Outage
1.) Provision of safety tips and
instruction before and during power 57 148 123 40 6
outage.
2.) SOCOTECO II’s restoration
41 138 149 42 4
response to power outages.
3.) Quick response to repair
49 130 140 42 13
damaged electric poles and equipment.
4.) Responses to calls and queries
54 139 122 40 19
during the power outage.
Customer Service
1.) SOCOTECO II responds
46 120 168 38 2
quickly to customers’ complaints.
2.) Assistance and advice
provided by SOCOTECO II. 36 113 183 39 3
3.) Knowledge and expertise of

employees in providing reliable 39 132 157 41 5
information.
4.) Taking full responsibility
38 133 153 41 9
without making excuses on excalation.
Electric surge
1.) Recommendation of preventive
48 137 153 34 2
actions during electric surge.
2.) Time allocation for monitoring
46 134 155 35 4
electric surges.
3.) Quick response on reports
(danger/accident) during and after an 57 145 130 33 9
electric surge.
4.) Personal concerns for public
safety during and after an electric 60 151 111 37 15
surge.
41
ANNEX B
CRONBACH ALPA
42
ANNEX C
CONTENT VALIDITY INDEX
43
44
APPENDIX
DOCUMENTATION
45
46
APPENDIX A
SURVEY QUESTIONNAIRE

CONSUMERS OF SOCOTECO II IN TUPI SOUTH COTABATO
The purpose of the study is to determine problems encountered and
satisfaction level among consumers of SOCOTECO II in Tupi South Cotabato
and will show the effect of service delivery to the consumer satisfaction
Instruction: Please supply all the information needed. Fill in the blank
and/or put a check () on the corresponding space at the side of your desired
answer.
PART I – Demographic profile of the respondents
Name (Optional): Date:
Address: Contact No.:
1.) Age
□ 18-25 years old
□ 26-35 years old
□ 36-55 years old
□ 56-75 years old
2.) Sex
□ Male
□ Female
47
PART II – Problems encountered and satisfaction level among consumers of
socoteco ii in Tupi, South, Cotabato, during power outage, customer service and
electric surges.
3.) Which of the following points you encountered the most? Choose 1
only.
□ Power outage
□ Customer service
□ Electric surges
□ Others, Pls. Specify:
4.) Duration of the time before the electric power sectors respond.
□ 10– 20 minutes
□ 20 – 30 minutes
□ 35 minutes – above
5.) On a scale of 1 to 5, rate your satisfaction during the service delivery of
SOCOTECO II
Pls. Specify:
48
PART III – Problems encountered and satisfaction level among consumers of
SOCOTECO II in Tupi South Cotabato.
Instruction: Please indicate your level of satisfaction with the following scale
from one (1) – five (5). Just put a check () on the level of priority based on your
satisfaction.
Where one (1) =very unsatisfied, two (2) =unsatisfied, three (3) = neutral,
four (4) =satisfied, and five (5) =very satisfied.
Level of Satisfaction
Problems encountered and satisfaction level among Most Less
consumers of SOCOTECO II in Tupi South Cotabato
during the following: 5 4 3 2 1
Power Outage
1.) Provision of safety tips and instruction before and

during power outage.
2.) SOCOTECO II’s restoration response to power

outages.
3.) Quick response to repair damaged electric poles and

equipment.
4.) Responses to calls and queries during the power

outage.
49
Customer Service 5 4 3 2 1
1.) SOCOTECO II responds quickly to customers’

complaints.
2.) Assistance and advice provided by SOCOTECO

II.
3.) Knowledge and expertise of employees in

providing reliable information.
4.) Taking full responsibility without making

excuses on excalation.
Electric surge 5 4 3 2 1
1.) Recommendation of preventive actions during

electric surge.
2.) Time allocation for monitoring electric surges.
3.) Quick response on reports (danger/accident)

during and after an electric surge.
4.) Personal concerns for public safety during and

after an electric surge.
50
APPENDIX B
PERMISSION LETTER TO THE DEAN
51
APPENDIX C
PERMISSION LETTER TO THE ESTABLISHMENT
52
APPENDIX D
CURRICULUM VITAE
Personal Data
Name : Dimalilay, Busrah M.

Address : Purok 7, Bunao, Tupi, South
Cotabato
Mobile Number : 09676719855
Date of Birth : May 01, 2000
Place of Birth : Purok 7, Bunao, Tupi, South
Cotabato
Civil Status : Single
Citizenship : Filipino
Sex : Female
Age : 22
Religion : Islam
Language/Dialect : Tagalog, Bisaya, Ilonggo, Maguindanao
Gmail : Boshiebeshie@gmail.com
Educational Background
2022-2023 : College
2018-2019 : Senior High School
Tupi National High School
2015-2016 : Junior High School
2012-2013 : Primary School
Bunao Elementary School
Employment/Working Experience
2019-2023 : Photographer & Designer @ Shabab Decorating Services
53
CURRICULUM VITAE
Personal Data
Name : Brian C. Castillo
Address : Purok 9, Poblacion, Tupi,
South Cotabato
Date of Birth : February 16, 1999
Place of Birth : Purok 9, Poblacion, Tupi,
South Cotabato
Sex : Male
Age : 23
Religion : Roman Catholic
Language/Dialect : Tagalog, Ilonggo
Gmail : Briancastillo982@gmail.com
2022-2023 : College
Tupi Central Elementary School
2019 : Dole Philippines
54
CURRICULUM VITAE
Personal Data
Name : Miase, Dennis M.

Address : Purok Mambusong 1 Brgy.
Cebuano, Tupi, South Cotabato
Date of Birth : December 14, 2000
Place of Birth : Big-spring Cebuano Tupi,
South Cotabato
Sex : Male
Age : 22
Language/Dialect : Cebuano, Bisaya
Gmail :
2022-2023 : College
Cebuano National High School
Cebuano National High School
Cebuano Elementary School
55
CURRICULUM VITAE
Personal Data
Name : Olarte, Carien Joy

Address : Brgy. Bololmala, Tupi,
South Cotabato
Date of Birth : November 13, 2000
Place of Birth : Senator Ninoy Aquino,
Sultan Kudarat
Sex : Female
Age : 22
Religion : Catholic
Language/Dialect : Ilonggo, Tagalog
Gmail : olartecarienjoy@gmail.com
2022-2023 : College
Emilano P. Baquial National High School
Emilano P. Baquial National High School
Bololmala Elementary School
56
CURRICULUM VITAE
Personal Data
Name : Orilla, Ellie James I.

Address : Purok 11-D Poblacion, Tupi,
South Cotabato
Place of Birth : Kablon, Tupi, South Cotabato
Sex : Male
Age : 24
Language/Dialect : Cebuano, Bisaya
Gmail : orillaelliejames@gmail.com
2022-2023 : College
Polomolok National High School
Polomolok National High School
Tupi Central Elementary School
2020-Present : Videographer of Framerate Story

2019 : Salesman at Gaisano Grand Mall of General Santos City
57
CURRICULUM VITAE
Personal Data
Name : Sacandal, Norie Jane A.

Address : Sitio Dahal, Palian, Tupi,
South Cotabato
Place of Birth : Palian, Tupi, South Cotabato
Sex : Female
Age : 30
Religion : Islam
Language/Dialect : Tagalog, Ilonggo, Maguindanaon
Gmail : janesacandal@gmail.com
2022-2023 : College
2009-2010 : High School
Pablo Valencia National High School
Koronadal Proper Elementary School
58

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PROBLEMS ENCOUNTERED AND SATISFACTION LEVEL AMONG

CONSUMERS OF SOUTH COTABATO ELECTRIC

An Undergraduate Thesis Presented to

PROBLEMS ENCOUNTERED AND SATISFACTION LEVEL AMONG

JOSEPH M. BUGUIS, MBA

This research paper entitled “PROBLEMS ENCOUNTERED AND

RODA JEAN D. FERNANDO

Approved by the Panel of Examiners on Oral Examination with a grade of:

LEILA Z. DE JESUS, MBA AIRAH SHYNNE C. CABIZARES, MBA

JESTONE P. PALATE, LPT, MBA-HRM

Accepted in partial fulfilment of the requirements for the degree of

JOSEPH M. BUGUIS, MBA

JESTONE P. PALATE, LPT, MBA-HRM

The researchers would like to extend their deepest gratitude to the

advice, guidance, valuable comments, suggestions, and recommendations that

To their statistician, Mr. Jerald M. Pedregosa for sharing his knowledge

and helped in the analysis of data and its statistical computations.

researchers to conduct a survey on their consumers.

financial support in pursuing this study.

throughout their hardship in making the study.

This study aims to determine problems encountered and satisfaction level

among consumers of South Cotabato Electric Cooperative II and recommend

strategies on how to improve consumer satisfaction through efficient service

Polonuling and Cebuano as it has the greatest number of residential sectors

according to the electric power sector monitoring committee in SOCOTECO II

Tupi, South Cotabato, with the total of 5881 households.

The researchers used the descriptive statistical analysis and quantitative

respondents and identified through purposive sampling technique using the

slovin’s formula. The researchers used statistical tools such as frequency,

minutes for the SOCOTECO II to respond. The respondents favored that

highest satisfaction among the problems encountered.

.05 significant level. Therefore, there is statistically significant difference between

satisfaction, and there is sufficient evidence to reject the null hypothesis.

An independent sample t-test was used to determine whether there is a

statistically significant difference between consumers challenges and

statistically significant difference between consumers challenges on satisfaction

TABLE OF CONTENT vii

Statement of the Problem 2

Significance of the Study 3

Scope and Delimitation of the Study 4

II CONCEPTUAL FRAMEWORK AND REVIEW OF RELATED

LITERATURE AND STUDIES

Review of Related Literature and Studies 6

Locale of the Study 17

Respondents of the Study 17

Sampling Size and Sampling Design 19

Data Gathering Tools 20

Data Gathering Procedure 21

IV PRESENTATION, ANALYSIS, AND INTERPRETATION OF DATA

Demographic Profile of Respondents 25

V SUMMARY OF THE FINDINGS, CONCLUSIONS AND

Figure Title Page

1 Conceptual Framework of the Study 5

4 Data Gathering Procedure 20

Table Title Page

1 Five Scale Point 23

2 Demographic profile of the 25