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Chapter 3 Research methodology This chapter will show the methods that were used to conduct the study

entitled “Customer Satisfaction in National Museum of the Philippine”. This chapter will also discuss the research design, participants of the study, instrumentation, data gathering procedure and the date analysis that was used in the study. Research design In this study, a descriptive research method was used to be able to determine the answer in the statement of the problem and hypothesis made by the proponents. It referred to as what can be applied to the type of research question, design, and data analysis in a given topic (EACT, 2001). The proponents used quantitative research method in the study. Quantitative research method was used to be able to identify the findings that will be expressed through numbers or mathematical expression (Business Dictionary, 2013) which is the gathering of the data that will help the proponent to assess the Customer’s Satisfaction in the National Museum using a survey method that is applicable to quantitative method of this study. Survey methods from the subset of population that will help determine the data or the population’s assessment (Statistics and Probability Dictionary, 2013). It will help to determine the satisfaction of the guest in the National Museum. The proponent also used an evaluative research in this study. Evaluative research was used to assess the impact of the respondents towards the performance of the National Museum. It is a continuous process of gathering of information which needs a feedback in the process used. (The free Dictionary, 2013) Participants of the Study The respondents were the tourists that visit the museum. In selecting the respondents in the National Museum, the proponents made use of a simple random sampling in order to assess the satisfaction of the museum. Using the Krejcie & Morgan (1970) Sample Size Table the proponents come up with a number of 377 sample to be the respondents that will assess the customer satisfaction in the museum.

Instrumentation The research involves questionnaire, which is very important instrument to make so that it would gather information. The questionnaire is designed in Likert Scale a psychometric scale that is commonly involved in research which has a questionnaires

Dissatisfied. the proponents first sent a letter as a waiver to the National museum of the Philippines to conduct a survey research. 2013). Price) towards to the staff of National Museum. the proponents had an ocular observation and had a background research about National Museum of the Philippines. the surveys will be handed to the target number of visitors who will visit the National Museum of the Philippines and will patiently wait for their honest response and calculate the frequency which will help the proponents to come up with an output the enhancement of customer satisfaction in the museum. After this process. and educational attainment. The second part is consisting of 5 needs of Customer (Service. gender. The proponents waited for the confirmation of the letter. Data Gathering and Procedure In order to conduct this assessment. The proponents also gathered some ideas from dissertations. In this survey. Action. The third process was making a questionnaire which is based on Harris theory (the 5 needs of customer). Quality. Appreciation. the proponents used a 5-point Likert scale since the choices are provided to answer the questions. Statistical Measurement . Satisfied. books. Secondly. marital status. The item scores were summed for total score. Very dissatisfied.(Wikipedia. This method will help to answer the hypothesis of the study and will be helpful to the Proponents to identify if the National Museum give the Quality of Service to the Customers based on 5 needs of Customers and come up with a proposed enhancement of Customer Service. the first part is Profile of the respondents which consist of the age. The proponents will also conduct documentation according to the experiences in National Museum of the Philippines. The Survey questionnaire has two parts. These 5 choices are from 5-1 of Very satisfied. Neutral/Not sure. websites and the proponents’ personal ideas that will help them in creating a questionnaire. The survey questionnaires will be check by the chosen adviser of the proponents.

5. Ranks 5 4 3 2 1 Ranking A ranking is a relationship between a set of items such that. These weightings determine the relative importance of each quantity on the average. the first is either 'ranked higher than'.4. Weightings are the equivalent of having that many like items with the same value involved in the average”.Totatl number of population .49 (41.Total Amount N. In mathematics. 'ranked lower than' or 'ranked equal to' the second.3.5-5. so the period is the reciprocal of the frequency. To calcute weigthed mean the formula is Where: WM.00 (81%-100%) 3.60%) 1.49 (61%-80%) 2. 2013) Weighted Mean According to Investopedia weighted mean or also called as weighted average “is an average in which each quantity to be averaged is assigned a weight.49 (21%-40%) 1.5.49 (1%. the following ranges were used to interpret the result of statistical statement and asses the customer satisfaction through Harris Theory. 2013) Rating 4. It is also referred to as temporal frequency.5-2. for any two items. It is not necessarily a total order of objects because two different objects can have the same ranking.Weigthed Mean TA.0-1. The period is the duration of one cycle in a repeating event. this is known as a weak order or total preorder of objects. (Wikipedia.Range and Interpretation For the answers of the tourists that visits the museum. (Wikipedia.20%) Interpretation Very satisfied Satisfied Neutral Not Satisfied Not Very Satisfied Frequency Frequency is the number of occurrences of a repeating event per unit time.

rather than use the data to learn about the population that the sample of data is thought to represent. in that descriptive statistics aim to summarize a sample. unlike inferential statistics. (Wikipedia. Descriptive statistics are distinguished from inferential statistics (or inductive statistics). 2013) . This generally means that descriptive statistics.Descriptive Statistics Descriptive statistics is the discipline of quantitatively describing the main features of a collection of information. or the quantitative description itself. are not developed on the basis of probability theory.