Tayabas Western Academy

Candelaria, Quezon

Founded 1928

Research about Motion Study as a partial fulfilment to Management II Operation Management

S.Y 2017-2018

BUENAVENTURA, ADONIS DANIEL

DE LUNA, CJAY W.

DE ROBLES, MARIE ANN

LOVA, DONNABEL

DALISAY, REGINE
 Chapter I

INTRODUCTION

Lack of communication has made a great impact across the globe. This issue has led many

people to invent more ways on how they can easily get and access on other person especially those

who were miles away from them. During the old times, they wrote letters and waited for a long

time to receive a reply. Sometimes they travelled for so long to tell some important matters. But

in todays scenario as we go along taking the step by step path of modernization communication

has become much faster day by day by telephone, internet, media and etc.

Nowadays many organization provide services for telecommunication purpose. One of

them is the GTSI who is providing telecommunication service for us to be able to communicate to

our love ones who is far from us. This study entitled Service Improvements of the GTSI and the

level of subscriber satisfaction in Candelaria, Quezon year 2016-2017 will help to understand

customer preferences and their satisfaction by the improvement of service provided by GTSI.

Related Literature

According to Wetfeet.com telecommunication refers to a mammoth industry, comprising

companies that make hardware, produce software, and provide services. Hardware includes a vast

range of products of products that enable communication across the entire planet, from video

broadcasting satellites to telephone handsets to fiber-optic transmission cables.

 Based on Wikipedia.org telecommunication in the Philippines are well developed due to

the presence of modern infrastructure facilities. The industry was deregulated in 1995, leading to

the creation of many telecommunication service providers for mobile, fixed-line, internet and other

services.

As stated to Britannica.com telephone refers to an instrument designed for the simultaneous

transmission and reception of the human voice. The telephone is inexpensive, it is simple to

operate, and offer its users an immediate, personal type of communication that cannot be obtained

through any other medium. It became the most widely used telecommunication device in the

world. Billions of telephone set are use around the world.

According to Britannica.com telegraph is any device or system that allows of information

buy coded signal over distance. Many telegraphic systems have been used over the centuries, but

the term is most often understood to refer to the electric telegraph, which was developed in the

mid-19th century and for more than 100 years was the principal means of transmitting printed

information by wire or radio wave.

According to Karolina Ilieska here are several possible uses of information about customer

satisfaction. Customer satisfaction results can help to presents the current standing of customer

satisfaction. The utilization often goes beyond statistical data such as mean, range, and standard

deviation. These descriptive data can assist in identifying specific strengths and weaknesses in

satisfaction dimensions, the specific items under each, as well as information about overall scores.

However, different types of data analysis can be used to identify not only aggregate but also
individual information from here emergence the distinct patterns or gaps between different

individuals, groups or mong particular items.

Customer satisfaction results can help to identify important requirements. Identification of

the specific customer requirements for achieving satisfaction is useful at a very fundamental level.

An organization is able to clearly focus efforts in those areas that are most important to the

customer. Distinguishing those requirements for pinpointing efforts for service modifications as

well as further data collection. Comparison of specific items to the satisfaction dimensions or

overall score can assist in determination of those items that are more closely linked with

satisfaction.

According to Scott M. Smith Ph. D Customer satisfaction is at the core of human experience,

reflecting our liking of a companys business activities. High levels of customer satisfaction (with

pleasurable experiences) are strong predictors of customer retention, customer loyalty, and product

repurchase. Eective businesses focus on creating and reinforcing pleasurable experiences so that

they might retain existing customers and add new customers. Properly constructed customer satisfaction

surveys provide the insights that are the foundation to creating and reinforcing pleasurable customer

experiences.

As stated to Marketing91.com service marketing mix also known as an extended marketing mix

and is an integral part of service blueprint design. The service marketing mix consist of 7 Ps as compared

to 4 Ps of a product marketing mix. It assumes the service as a product itself. However it adds 3 more Ps

which are required for optimum service delivery. It involves product, price, place, promotion, people,

process, and physical evidence.

Synthesis
 The proponents believe that each and every literature and studies stated in this research is

similar on the present study. The proponents relate and differentiate the research based on the flow

of their network analysis from the proposed study.

THORETICAL FRAMEWORK

INPUT PROCESS INPUT

Online Research Use of Internet, Completion of the

Document from Manuals and Codes Data/ data gathered
GTSI Gathering of Data
Survey Survey and Interview
Questionnaire

It discuss the flow of the research study which includes the input, process and output. The

list of the data and the plans together with its procedure and method to be made was programmed.

With this input and processes, the researchers will be able to arrive and produce the results

regarding on the subscribers satisfaction in improvement of service in GTSI.

 CONCEPTUAL FRAMEWORK

Independent Variables Dependent Variable

Profile of the Company

-Historical Background Level of Subscribers
-Vision and Mission
satisfaction as to:
-Organizational Structure
-Physical & Technical -services and/or
Structure and services product
offered in -Price
-Place
Profile of the Company -Promotion
-Demographic Profile
-Usage Pattern
-Other Communication
Tools Used
-Other services provider
subscribed in

Service improvement of GTSI

2016-2017
-service and /or products
-Price
-Place
-Promotion

Problems encountered
 The research paradigm presents variables relative to the study of service improvement and

subscriber satisfaction in GTSI. Identified by the researchers were the independent and

dependent variables and the problems. The former was composed of the profile of the GTSI in

terms of Historical Background, Vision and Mission, Organizational Structure. It is also

composed of pofile of the respondents in terms of Demographic profile, Usage Pattern, Other

Communication Tools Used and Other services provider subscribed in. Service improvement of

GTSI with regards to service and /or products, price, place, promotion were also seen there. The

dependent variable, on the other hand is the Level of Subscribers satisfaction as to services

and/or product, price, place, promotion.

Statement of the Problem

1. What is the Profile of the Respondents?

1.1 Profile of the Company

1.1.1 Historical Background

1.1.2 Vision and Mission
1.1.3 Organizational Structure
1.1.4 Physical & Technical Structure
1.1.5 Services offered in

1.2 Profile of the Subscriber

1.2.1 Demographic Profile
1.2.2 Usage Pattern
 1.2.3 Other Communication Tools Used
1.2.4 Other services provider subscribed in

2. What is the service improvement of GTSI?

2.1 Services and/or product

2.2 Price

2.3 Place

2.4 Promotion

3. What is the service improvement of GTSI?

3.1 Services and/or product

3.2 Price

3.3 Place

3.4 Promotion

4. What is the problems encountered in the improvements?

 Chapter II

METHODOLOGY

This chapter deals with the procedure and methods used to enable the researchers to know

how the study will be conducted. Presented here are the research design, description and sources

of data sample, sources of data gathering procedures used in this study to serve as a basis and guide

for the analysis and interpretation. It provides the readers perspective in how this study was made.

Research Locale

This research was located at Candelaria, Quezon since the chosen respondents are those

people in Candelaria who are using the service connection of GTSI.

Unit Analysis/ Respondents

The research study was originally concerned with the resident of Candelaria Quezon

comprising of 60 members male and female using the telecommunication service of GTSI.

Research Questionnaire
 The instrument used was a research made questionnaire, checklist to gather the needed data

about. The questionnaire consisted of items that determine the satisfactory rate of the respondents

according to the service provided by GTSI. The draft of the questionnaire was drawn out based on

the researchers readings and previous study.

Research Design

The descriptive method was used for this study. This covered the gathering of information

about the topic through the use of close ended questionnaire. The data will be gathered according

to the satisfactory rate of the respondents about this phenomenon.

Data Gathering Procedure

In order to gather necessary information needed for the study, researchers used books,

manual and online references. Researchers also obtained relevant data from GTSI regarding on

their service improvements and customer satisfaction.