CLIENT SATISFACTION OF PUBLIC EMPLOYMENT SERVICE OFFICE (PESO) IN

TANAY RIZAL, CALENDAR YEAR 2018.

An Undergraduate Thesis

Presented to

the Faculty of College of Business

University of Rizal System

Pililla, Rizal

In partial Fulfillment

of the requirements for the Degree

Bachelor of Science in Business Administration

Major in Human Resource Development Management

ELLYN E. BANAL
NAZZER B. NACUSPAG

September 2018
 APPROVAL SHEET

This undergraduate thesis titled Client Satisfaction of Public Employment Service

Office (PESO) in Tanay Rizal, Calendar Year 2018, prepared and submitted by Ellyn E.

Banal and Nazzer B. Nacuspag in partial fulfillment of the requirements for the degree

Bachelor of Science in Business Administration major in Human Resource Development

Management is hereby recommended for approval.

September 27, 2018 MONINA G. OLAŃO, DBA

Date Adviser

Approved in partial fulfillment of the requirements for the degree Bachelor of

Science in Business Administration major in Human Resource Development

Management by the examination committee with the rating of _____.

MARISSA F. REGALARIO, Ph.D ELENITA P. PATEŃA

Member Member

NERY T. VIVAS, DBA.CAND

Chairman

Accepted in partial fulfillment of the requirements for the degree Bachelor of

Science in Business Administration Major in Human Resource Development

Management

_________________________ ARIEL M. PLANTILLA, DBA

Date Dean, COB
ii
 ACKNOWLEDGEMENT

The researchers would like to acknowledge wholeheartedly the following persons

who helped and contributed in the accomplishment of the study.

Prof. Ma.Hayde C. Ceballos, Campus Director for her concern to the students;

Dr. Ariel M. Plantilla, College Dean for giving the researchers the opportunity to

conduct the study;

Dr. Monina G. Olaño, Thesis Adviser for helping the researchers to make the

study a successful one;

Engr. Marissa F. Regalario, Research Instructor for teaching and sharing his

knowledge in constructing this study;

To the Panel of Expert Engr. Marissa F. Regalario, Ph.D and Mrs. Elenita P.

Pateña, MAT and Mrs. Nery T. Vivas, DBA, Cand for giving suggestions and

recommendations to the researchers for improve of the study;

The Faculty and Staff of URS Pililla, for the assistance extended to the

researchers;

The Bachelor of Science in Business Administration, graduates of University of

Rizal System Pililla, the respondents of the study for taking part in answering and giving

the honest responses;

Their Parents, Brothers and Sisters, who served as their inspiration for their guidance

and financial support;

iii
And above all the Almighty God for giving the privilege to accomplished this piece of

work.

The Researchers

iv
 DEDICATION

This piece of work is dedicated to my family, who inspired me in doing this study.
And above all, the Almighty God for keeping me safe and alive.
-N.B.N ♥

v
 Dedication

I humbly dedicate this piece of work to my very supportive and

loving Parents, Mr. Eladio R. Banal and Mrs. Lina E. Banal,

To my sister Maria Lyna Rose E. Banal, and to all my classmates, relatives, friends and to my
Pym family.

And most of all to the Lord Jesus Christ, my one and only savior.

E.E.B

vi
 ABSTRACT

This study primarily aimed to determine the Client Satisfaction of Public

Employment Service Office (PESO) in Tanay Rizal, Calendar Year 2018. The

respondents of the study were 50 client of PESO from Tanay Rizal.

The descriptive method was used for the appropriateness of the present

research work. The main instrument used was the researcher-made questionnaire-

checklist that undergone validation from selected experts in questionnaire validation.

The questionnaire checklist was consisted of two parts, Part 1 dealt with the profile of

the respondents in Tanay, Rizal which included sex, age, civil status, educational

attainment and status of employment. Part 2 dealt with the client satisfaction of Public

Employment Service Office (PESO) with respect to Systematization, Hospitality and

Efficiency. Respondents were the Persons with Disability (PWD), Overseas Filipino

Worker (OFW) and recipients of Special Program for Employment of Students (SPES)

which were clients of PESO.

The data gathered were treated with the use of frequency and percentage

distribution, weighted mean and standard deviation.

The findings revealed that majority were male high school graduate and all of

them are in contractual status of employment. With respect to systematization,

hospitality and efficiency on the client satisfaction of public employment service office

(PESO) were Highly Satisfied.

vii
 There was no significant difference on the Client Satisfaction of Public

Employment Service Office (PESO) in Tanay Rizal with respect to systematization,

hospitality and efficiency.

viii
 TABLE OF CONTENTS

Page

TITLE i

APPROVAL SHEET ii

ACKNOWLEDGEMENT iii

DEDICATION iv

ABSTRACT v

TABLE OF CONTENTS vii

LIST OF TABLES ix

Chapter

1 THE PROBLEM AND ITS BACKGROUND

Background and purpose of the study 1

Theoretical Framework 7
Conceptual Framework 8
Statement of the Problem 9
Hypothesis 10
Definition of Terms 11
Notes 13

2 METHODOLOGY OF RESEARCH AND SOURCES OF DATA

Research Design 15
Subject of the Study 20
Sources of Data 21
Procedure of the Study 22
Statistical Treatment 22
Notes 22

ix
3 PRESENTATIONS, ANALYSIS, AND INTERPRETATION OF DATA
Demographic profile of the respondents in terms 24

of sex, age, civil status, educational attainment

and status of employment.

Composite table on the level of client satisfaction 27

On the PESO with respect to systematization,

hospitality and efficiency with respect to the

demographic profile of the respondents.

General Composite table on the level of client 27

satisfactionon the PESO with respect to

systematization, hospitality and efficiency with

respect to the demographic profile of the respondents.

Significant difference on the level of client 28

Satisfaction on the PESO with respect to

systematization, hospitality and efficiency.

4 FINDINGS, CONCLUSSION, AND RECOMMENDATIONS

Summary of Findings 33
Conclusion 35
Recommendations 35

x
BIBLIOGRAPHY 36
APPENDIX
A Gant chart of activities 38

B Letter of appointment to adviser 39

C Letter of appointment to language critic 40

D Letter of appointment to statistician 41

E Letter for the respondents 42

F Letter for permission to conduct 43

G Certificate of validation 44

CURICULUM VITAE

LIST OF TABLES

Table

1 Frequency, Percentage and Rank Distribution 24

of the Respondents in terms of Sex.

2 Frequency, Percentage and Rank Distribution 25

of the Respondents in terms of Age.

3 Frequency, Percentage and Rank Distribution 25

of the Respondents in terms of Civil Status

4 Frequency, Percentage and Rank Distribution 26

of the Respondents in terms of Educational Attainment

5 Frequency, Percentage and Rank Distribution 26

of the Respondents in terms of Status of Employment

6 Descriptive Statistics of the Client Satisfaction 27

on the Services of Public Employment Service Office
of Tanay, Rizal

xi
7 Obtained F-ratio of the Client Satisfaction on the 28
Services of Public Employment Service Office of
Tanay, Rizal in terms of Sex

8 Obtained F-ratio of the Client Satisfaction on the 29

Services of Public Employment Service Office of
Tanay, Rizal in terms of Age

9 Obtained F-ratio of the Client Satisfaction on the 30

Services of Public Employment Service Office of
Tanay, Rizal in terms of Civil Status

10 Obtained F-ratio of the Client Satisfaction on the 31

Services of Public Employment Service Office of
Tanay, Rizal in terms of Educational Attainment

xii