METHODOLOGY

Research Design

The primary purpose of this research is to determine the customers’

expectation and perception towards drugstores and look out the level of

satisfaction. Wherefore, descriptive research design is use to serve the

purpose.

Respondents of the Study

The respondents of this study are the households who buy products in

the drugstores in Kidapawan City.

Sampling Procedure

This study will be using simple random sampling technique in

distinguishing the number of respondents. The total number to use is the total

number of the customer’s expectation and perception towards drugstores in

Kidapawan, City. This study will be using Z-test formula for the determination

of the sample size.

 Mathematically, Z-test formula:

𝑥̅ − 𝜇𝑜
𝑍=
𝜎/√𝑛

Where:

𝑥̅ = mean of sample

𝜇𝑜 = mean of population

𝜎 = standard deviation of population

n = number of populations

The hypothesis to be tested for the use of z-test will be:

Ho1: there is no significant difference between the expectation and

perception for any attributes

Ho2: there is significant difference between the expectation and

perception for any attributes

Research Instrument

This study will be using questionnaire guide in gathering information

from the respondents. The questionnaire is divided into two parts. The first

part is the personal characteristics of the respondents which contain gender,

age, educational attainment, monthly income, and average monthly purchase

at grocery stores. The second part, the respondents will evaluate the

parameters of service quality for the expectation and perception of the

customers. In this part the researcher will include the factors of service quality

which is tangibility, reliability, responsiveness, assurance, and empathy base

on Parasuramanet al., (1988) SERVQUAL model.

Data Gathering Procedure

In collecting data the researcher use by answering the problems and to

obtain the objectives of the study including the primary data.

The primary data will be gather through the use of questionnaire guide

prepare by the researcher. The information includes the characteristics of the

respondents and the customers’ expectation and perception together the five

dimensions of the service quality.

The data will explore the customers’ expectation and perception

towards the grocery stores.

Statistical Analysis

In analysing the service quality for the expectation and perception of the

customers towards grocery stores, frequency counts and average will be used

in conducting this research. The results will be presented in table and the
qualitative statement will be presented in a box. Moreover, average will be

used to analyse the satisfaction of the respondents on the products and

services provides by the grocery stores. A 5-point liker scale is use to analyse

the responses of the respondents and interpreted as follows:

4.3 – 5.0 - Strongly Agree

3.5 – 4.2 - Agree

2.7 – 3.4 - Either Agree or Disagree

1.9 – 2.6 - Disagree

1.0 – 1.8 - Strongly Disagree

Further, the characteristics of the respondents will be analyzing

through frequency counts, averages, and percentages. Tabular presentation is

use to present the data.