Customer Satisfaction on Quezon Capitol Post Office Services

Document Code: DCAVRKMI-F-URPF
MANUEL S. ENVERGA UNIVERSITY FOUNDATION

Lucena City Document Title: Undergraduate Research Proposal Form
An Autonomous University Page No.: Page 1 of 28
Revision No.: 0
DR. CESAR A. VILLARIBA RESEARCH AND Effectivity Date: August 2017
KNOWLEDGE MANAGEMENT INSTITUTE Prepared by: DCAVRKMI
Reviewed by: QMR
QUALITY FORM Approved by: President
CUSTOMER SATISFACTION ON THE

SERVICES OF THE QUEZON CAPITOL POST OFFICE
An Undergraduate Thesis
Presented to the Faculty of the College of Arts and Sciences
Manuel S. Enverga University Foundation
Lucena City
In Partial Fulfillment
For the degree Bachelor of Science in Public Administration
By
SHERWIN Q. BUHAY
December
2019
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Reviewed by: QMR
I. Research Title: CUSTOMER SATISFACTION ON THE

SERVICES OF THE QUEZON CAPITOL POST OFFICE
II. Name of Researcher : SHERWIN Q. BUHAY

Degree : BS PUBLIC ADMINISTRATION
Specialization
Researcher’s Contact :
0947 479 1669
Details
Name of Research Adviser : DR. CLAUDIA ODETTE J. AYALA
III. Research Proposal
1. Abstract of the proposal
This research is aimed at finding out whether or not the customers of the Quezon
Capitol Post Office are satisfied with the services that are provided to them. This
study will discuss the services offered by PHLPost as mandated by RA 7354 to
provide a nationwide postal system for the country and its people. This study will
specifically concentrate on knowing the perceptions of PHLPost clients who transact
their business at the Quezon Capitol Post office in Lucena City as to the quality of
service do they receive from PHLPost. This study will also try to find out the usual
and common problems and difficulties that are encountered by the customers of
PHLPost so that they can be properly addressed and solved.
Key terms: Post Office, Services, Customer Satisfaction, Reliability

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2. Background
2.1. Rationale of the Research
TheQuezon Capitol Post Office is an arm / office of PhilPost or Philippine Postal
Corporation which is mandated by the Republic Act Number 7354 to “plan, develop,
promote and operate a nationwide postal system with a network that extends or
make available, at least ordinary mail service, to any settlement in the country.”Its
mandate also includes the provision of the collection, transportation, handling
forwarding, delivery and exchange of postal matters between nations(PHLPost,
2019).
By 2020, PhilPost is envisioned to be a “universal delivery service provider of
quality-driven communications, goods and merchandise and payment services in
every Filipino community”. This vision is to be realized through its mission which is
to provide on-time delivery of communications, merchandise, goods and payment
services in any Filipino community in an efficient and competitive manner (PHLPost,
2019).
The researcher, being an employee of the Quezon Capitol Post Office would like
to find out if this vision and mission of the office is shared and experienced by the
customers of Quezon province. The researcher intends to do this by conducting a

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survey among the customers of PhilPost as to whether or not they are satisfied with
the services of Quezon Capitol Post Office (PHLPost, 2019).
The Philippine Post Office has a long history that spans to over 250 years
beginning in 1767 in the City of Manila. In 1783, the postal service of the country
was organized in the Philippines which overseas mail from the Philippines was
conveyed to Europe by Spanish ship that routes through Mexico. In December 5,
`837, the postal district was re-established and then Manila became the leading
center of postal services within Asia (PHLPost, 2019).
President Emilio Aguinaldo pave the way to the creation and establishment of a
postal service that provided postal services to Filipinos during the war. It was on
September 6, 1902, by virtue of Act No. 426 that this postal service system was
organized as a bureau under the Department of Trade which is now the Department
of Trade and Industry. The Philippines then joined the Universal Postal Union as a
sovereign entity on January 1, 1922 (PHLPost, 2019).
The milestones to which the Philippine postal system underwent through the
years include the following: 1967 – the first post office was established in the City of
Manila; 1926 – the Manila Central Post Office was built in its present neo-classical
architecture; 1943 – during the Japanese occupation, the then Bureau of Posts was
reopened, although the letters were censored; 1948 – the postal service and
telecommunication facilities in the Philippines were considered that most modern at

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the time in Asia where the airmail service was inaugurated in our country ahead of
any other countries in Asia; 1992 – The Philippine Postal Corporation (PHLPost), a
government owned and controlled corporation responsible for providing postal
services in the Philippines, was created by virtue of Republic Act No. 7354,
otherwise known as the Postal Service Act of 1992; 2000 – the improved Central
Mail Exchange System (CMEC) is now capable of computerizing and modernizing the
sorting of all incoming and outgoing mail matters handled by PHLPost; and 2004 –
PHLPost was placed under the Commission on Information and Communications
Technology per Executive Order 269 (PHLPost, 2019).
Quezon Capitol Post Office is one of the 1,383 postal stations all over
thePhilippinesthat is performing postal business and sale of any other related
products and services. The Quezon Capitol Post Office is servicing only Lucena City,
covering its 33 barangays. The Quezon Capitol Post Office has a total of 19
employees which is comprised of 1 Post Master, 1 supervisor, 8 mailmen, 3 sub
distribution offices and 6 tellers. Each mailman has a minimum delivery of 100
mails and parcels on a daily basis.
2.2. Purpose of the Research

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The purpose of this research is to find out whether or not the customers of the
Quezon Capitol Post Office are satisfied with the services that are provided to them.
Specifically, this study will try to answer the questions below:
1) What is the profile of the customers of the Quezon Capitol Post Office in terms of
their:
1.1. age?
1.2. gender?
1.3. marital status?
1.4. family income?
1.5. educational background?
2) What is the level of satisfaction of the customers regarding the services they
avail from the Quezon Capital Post Office using the SERVQUAL model?
3) What are the usual challenges and issues that customers encounter at the
Quezon Capitol Post Office?
4) What are the implications of this study in the provision of services by the
Quezon Capitol Post Office?
2.3. Theoretical Framework

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Biljana an Jusuf (2011) explains that customer satisfaction and service
quality are concepts that companies must understand fully in order for them to
remain competitive and relevant in their business and so that they can grow. This
research study is anchored on the theory of customer satisfaction which is the
customer’s overall evaluation and judgement on the performance of product or
service also known as an offering. Customer satisfaction in this light is found to have
a very strong effect on customer intention to repurchase and be loyal to the
company. As a measure of evaluation that have developed over time, customer
satisfaction is something that mediates the effects of service or product quality and
the price of an equity known as the price on loyalty and the repeat purchase of
product or service (Gustaffson, 2005).
Customer satisfaction can further be explained with the theories of
disconfirmation paradigm and the expectancy value concept (Mill, 2002).
Disconfirmation theory states that customers compare their new experience on service
with a certain standard that they have developed in them. Their judgement and belief
about a specific service is determined by how it measures up with their set of
standards that they have set for themselves(Mill, 2002). Mill (2002) also explains that
according to expectancy-value theory customers often make some judgment about a product,
its benefits, and the likely outcomes of using the product. People will learn to perform
behavior that they expect will lead to positive outcomes.

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This study follows the theories of Mill (2002) in a sense that the researcher will try
to find out what are the expectations of the customers and compare them with the actual
services that they experience at the Quezon Capitol Post Office.
Qualtrics (2019) also explains the Customer Satisfaction (CSAT) Theory as a
commonly used key performance indicator that gauges how satisfied are customers with the
products and / or services of a company. This is about measuring the psychological state of
mind of the consumers by measuring their expectations, to which by knowing those
expectations, the company can create strategies that can increase the brand loyalty of this
customers.
This study is similar to that of the Customer Satisfaction (CSAT) Theory since the
researcher will also gauge both the expectations and actual service quality that the customers
receive from the Quezon Capitol Post Office.
2.4. Literature Survey
Competitive advantage is necessary for any organization, may it be in a
private corporation for profit or for a public office that provides service to the
general public. The Philippine Post Office aims to provide high quality service to the
general public and such can be measured through customer satisfaction. Customer
satisfaction is the outcome that is felt by customers who have experience the
performance of that company in the deliver of their services or products as the

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fulfillment of the customer’s service (Angelova&Zekiri, 2011). The study of
Angelova and Zeriki(2011) found that customer satisfaction has its positive effect on
the profitability of an organization as it leads to brand loyalty, repeat purchase an
positive word of mouth. Their study is aimed at finding out how customers perceive
service quality in the Macedonian mobile telecommunication industry by describing
how customers are satisfied with what services offered by three telecom players in
Macedonia which are the T_Mobile, VIP and ONE. Their study found that the overall
quality that customers perceive are was not satisfactory and that customer
expectations are higher that actual perceptions.
Customer service as a leading element of modern logistics is connected with
the level of customer service and the quality of such service (Roman and Sawczuk,
2017). The study of Roman and Sawczuk (2017) was aimed at investigating how
logistic customer service improves the relationship between the customers and the
company. Their study found that for their customers, the most important criteria in
choosing their company for logistic services is the price of their services and their
timeliness in delivery. Their study also found that the reasons for customer
dissatisfaction with their services include the issues related to late deliveries or
damaged goods. The solutions that were offered by the customers include reducing
cost of shipping parcel, increasing the number of pick up points, adding staff
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training, employing more staff, increasing the safety of the package and working on
the culture and competence of the courier in general.
In order to maintain customers, the company should provide its customers
with satisfaction such is a challenge that is faced by many companies. According to
Mills (2002), there are 5 sequential steps that are needed in order to address the
issue of customer satisfaction and they are following: (1) identify where or not a
problem exists; (2) manage customer expectations so they are realistic and with
service offering; (3) identify customer needs and expectations of quality service; (4)
develop service quality standards based on customer expectations and (5) re-
evaluate the human resource system to hire, train and motivate employees who are
willing and able to deliver quality service.
According to the study of Ilieska(2013), results of Customer Satisfaction
Index or CSI can provide marketers information about the quality of economic
output, calculation of the present value of their company’s customer based on asset
over time and information on strategic business applications. She further explained
that knowing the customers’ behaviors can help companies build strong marketing
strategies that specifically targeted to their customers.
A study was conducted on the level of satisfaction of customers on the urban
supply of water services at the Southern Regions of Ethiopia. The study showed that
47% of the customers were satisfied with the supply of water where 43% were
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dissatisfied for various reasons. These reasons include failure to treat and inform
customers properly, expiry of design period, use of low or poor materials, poor
constructions, and poor utility of employee capabilities. The study recommended
that the employees of the company should be trained in technical matters and on
how techniques on how to hand le customer complaint (Kassa, et al, 2017).
In the Philippines, many government offices are evaluated based on the level of
customer satisfaction on the quality of their services. Take for example the survey that
was conducted among the clients of the Philippine Crop Insurance Corporation (PCIC)
which was conducted between December 15, 2018 and January 11, 2019 by the
Development Academy of the Phlippines (DAP). It was found that PCI has maintained a
high level of satisfaction rating among its clients especially with the staff and
organization, insurance, complaints handling and records keeping, information and
communications and facilities. Customers were however dissatisfied with the
processing of insurance claims where customers suggested the addition of manpower
and moving to larger office to address the problem. The process of customer
satisfaction survey in their study involved intercept interview among its respondents.
In 2018, a total of 114 respondents were surveyed regarding customer
satisfaction on the services of TransCo or the National Transmission Corporation where
it was revealed that the primary customers of TansCo were satisfied with the services
that are provided to them. Customers were interviewed face-to-face regarding their
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evaluation of the services of Transco in the Distribution Utilities, Renewable Energy
Developers, the Utility Management Department Customers and the National Grid
Corporation of the Philippines. The survey was conducted as part of the 2015-2017
yearly performance evaluation and the survey was commissioned by the Development
Academy of the Philippines (DAP, 2019).
This study will likewise conduct a survey regarding the level of customer
satisfaction of the clients of the Philippine Post Office, specifically at the Quezon Capitol
Post Office. However, this study will employ a survey where a questionnaire will be
distributed among the respondents and unlike the interview like surveys that were
mentioned above.
2.5 Significance of the Research
This study aims to gather the evaluation of the customers of the Quezon
Capitol Post Office in order to know the quality of service that is provided by the
office. The findings of this study will help the management and personnel of the
Quezon Capitol Post office to improve its services and so that it can better live up
with its mandate of providing quality service to the general public by providing
them various courier services.
The results and finds of this study will be relevant to the following:
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Management of PHLPost–Since this study is about to know what the customers think
about the services of the Quezon Capitol Office, the management team of the office will
have clear insight of how they are perceived by the clients and they would know what
improvements are needed in order for them to be of better service to customers.
General Public – The general public is the clientele of the PHLPost and once the
management learns of the quality of service they provide from the perspectives of its
clients, they would improve their services and increase its quality and be of better
service to the clients to which the general public will benefit.
Other Researchers – With results of this study, other researchers will have a reference
or a literature that can help them with their own studies in the field of customer service
and provision of courier services to the general public.
2.6. Definition of Terms
The following terms have been operationally defined in this study as follow:
Asset ratio – Percentage of the products available on request.
Client – A person or organizations who use the professional services of a private
company or government agencies / entities

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Customer – A person or organization that buys goods and or services from a
store or a business that either be a private company or a public or government
entity
Customer Satisfaction – The overall happiness that a customer feels when
interacting with products and /or services provided for by private corporations
or businesses or government agencies or units
Evaluation – The making of a judgement or assessment as regards the amount,
number or value of something.
Flexibility – The ability to change the already made order in terms of quantity
and ability to adjust the delivery time to the requirements of the buyer.
Frequency – Number of goods delivered to the customer within the expected
time.
Managing the process of complaint – Solving problems or issues and analyzing
their causes.
Organizational Availability – The possibility to make queries regarding the
services and offered products.
Post Office – The public or government department or entity that is responsible
for the mail and courier services and other related services, that are known as
postal services
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Precision – Proper quality, product, price and delivery of the product with
documents, receipt, and warranty card.
Reliability – The ability to deliver the ordered goods to the recipient without
delays.
Services – The action of help or doing work for someone to assist the person in
achieving some set goals or objectives
Waiting time – The time from receiving the order to delivering the finished
product to the customer.
2.7. Scope and Limitation of the Study
The study is about getting the evaluation of the customers regarding the
services provided for by the Quezon Capitol Post office. This research will conduct a
survey among the 100 customers of the office and get their opinions regarding the
quality of services of the office. This study will adapt the questionnaire of Crossno, et.
al (2001) where they have surveyed the clients who have used the document delivery
services at three academic libraries at the University of Texas. The instrument that
was used, and that which will be adapted in this study, is the shortened and revised
version of the SERVQUAL instrument. This instrument, although it was shortened for
better use, measures the five distinct dimension of service quality which are tangibles,
reliability, responsiveness, assurance and empathy.

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The results of this study will be used to help the office of the Quezon Capitol
Post office to improve its courier services to the general public.
2.8. Statement of Desired Outcome
Based on the details of the results of this study, the researcher will be
able to provide the management team of the Quezon Capitol Post Office on the
strategies that can be used to improve the quality of its services to the people.
The impact of this study will contribute to the attainment and realization of the
mandate of the Philippine Post Office through Republic Act Number 7354 whichis
to “plan, develop, promote and operate a nationwide postal system with a
network that extends or make available, at least ordinary mail service, to any
settlement in the country. ” More specifically, this study can pave the was for
faster delivery system of the services of the Quezon Capitol Post Office. Through
this study, employees of the Quezon Capitol Post Office are expected to improve
the quality of their services to the clients through the implementation of
strategies such as the timely monitoring of courier services and continuous
seminars and trainings of employees on customer service and satisfaction.

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3. Description of Method Approach
3.1 Research Design / Research Instrument/ Data Gathering Procedure
Research Design
The purpose of this study is to find out what kind of service does the Provincial
Capitol Post Office is providing to its customers and to the general public. This study will
use descriptive research design where a total of 100 customers of the Quezon Capitol Post
office will be surveyed regarding their perceptions on the quality of services that the office
is providing to them. The results of this study will be collected, tabulated and presented in
a way that a clear description of the respondents’ answers will be shown.
Research Instrument
This study will make use of the shortened version of the SERVQUAL service quality
instrument as revised by Crossno, et. al (2001). The use of the instrument is shared by the
authors to the general public as long as proper citation are noted. The shortened version
has lesser number of items which will make it easier for the customers to answer as it will
save time which will at the same time give an accurate result. It will cover the five
dimension of service quality which are the tangibles, reliability, assurance, responsiveness
and empathy. Specifically, the instrument will measure the respondents’ perception as to
the importance to them of the dimensions of service quality and then the respondents will
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also be asked as to their perception on the actual performance of the Quezon Capitol Post
office’s as regards the delivery of their various services
Data Gathering Procedure
This study will be conducted at the premises of the Quezon Capitol Post Office where
the researcher is currently employed. 100 clients of the office will be randomly selected
and approached by the researcher because this is the average of people who go the office is
50 per day and collecting date for 100 clients in few days would be the most feasible
sample size of this study. The researcher will ask them to participate in the survey by
answering the questionnaire. The researcher will explain to them there will be
confidentiality as regards their identity and that the answers they will provide will help the
office to better improve its services for their benefits.
3.2 Respondents
The respondents of this study will be the customers of the Quezon Capitol Post
Office who are availing of the office’s various services on courier. These services include
mail services, logistics and warehousing, postal payment services, retail services, postal ID,
and postal station.

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3.3 Sampling Design and Procedures
The researcher will use the simple random sampling in surveying 100 customers of
the Quezon Capitol Post office regarding their perceptions on the quality of service that is
provided to them by the office. The researcher will conduct this surveying activity for a
period of one week to ensure that he gets the 100 customers answer the questionnaire.
The data or responses of customers will then be collected, collated and tabulated for
proper analysis. Those data will then be analyzed and interpreted so that proper
conclusions and recommendations can be made.
3.4 Research Locale
The study will be conducted in Lucena City were the Quezon Provincial Post Office is
located. The office is where the venue of the survey will be conducted. It is expected that
the general public of Lucena City and the province of Quezon will participate in this study if
they visit the office for any business transactions at the time of the survey.
3.5 Assumptions or Hypotheses
The researcher of this study has the following hypothesis:
Ho1. There is a high level of satisfaction of customers on the services provided by
the Quezon Capitol Post Office.

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3.6 Data Analysis Plan
The researcher of this study will use statistical treatments in analyzing the
data that will be gathered in this study.
Frequency distribution and percentages will be used in analyzing the the
demographic profile of the respondents. The formulas are as follows:
f
%= ×100
N
Where, % = percentage
f = frequency
N = total number of students
In order to determine the level of service quality of the Quezon Capitol Post
Office, frequency distribution and percentage will also be used.
3.7 Research Paradigm
In Figure 1, the research paradigm that will be used in this study is illustrated.
The input variables include profile of the respondents as regards their age, gender,
marital status, family income and educational background.

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Input Process Output
Profile of the
Respondents:
1. Age
2. Gender
3. Marital Status
4. Family Income Data Gathering
5. Educational Recommendations for
Background Statistical Treatment improvement of
services of the Quezon
Level of satisfaction of Data Analysis Capitol Post Office
the respondents on the
services provided by the
Quezon Capitol Post
Office
Figure 1. The Research Paradigm of the Study

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REFERENCES
Angelova, B. &Zeqiri, J. (2011). Measuring Customer Satisfaction with Service Quality Using
AmericanCustomer Satisfaction Model (ACSI Model). International Journal of
Academic Research in Business and Social Sciences. 1. 10.6007/ijarbss.v1i2.35.
Retrieved from https://www.researchgate.net/publication/266590535_Measuring_
Customer_Satisfaction_with_Service_Quality_Using_American_Customer_Satisfaction_
Model_ACSI_Model
Crossno, J. E. et. al. (2001). Assessment of Customer Service in Academic Health Care Libraries
(ACSAHL): an instrument for measuring customer service. Bull Med Library
Association, 89(2): 170–176. Retrieved from
https://www.ncbi.nlm.nih.gov/pmc/articles/PMC31724/
DAP concludes 2018 Customer Satisfaction Survey for Transco. (2019). Development Academy
of the Philippines. Retrieved from https://www.dap.edu.ph/dap-concludes-2018customer-
satisfaction-survey-for-transco/
Gustaffsson, A., Johnson, M. J., &Roos, I. (2006). The Effects of Customer satisfaction,
Relationshipcommitment dimensions, and Triggers on customer retention [Electronic
version]. Journal of Marketing. 69(4), 210-218. Retrieved October 2005, from Cornell
University, School ofHospitality Administration site:
http://scholarship.sha.cornell.edu/articles/434/
Ilieska, K. (2013). Customer Satisfaction Index – as a Base for Strategic Marketing

Management. TEM Journal, 2(4), 327-331. St. Clement of Ohrid University of Bitola,
Macedonia. Retrieved fromhttps://www.academia.edu/5306241/Customer_Satisfaction
_Index_as_a_Base_for_Strategic_Marketing_Management
Kassa, K, et. al. (2017). Customer Satisfaction Survey: The case of urban water supply services
inSouthern Ethiopia. Water Practice and Technology, 12 (4): 1009-1017.Retrieved from
https://doi.org/10.2166/wpt.2017.105
Mill, R. C. (2002). A Comprehensive Model of Customer Satisfaction In Hospitality And

Tourism: Strategic Implications For Management. International Business & Economics
Research Journal (IBER), 1(6). Retrieved from https://doi.org/10.19030/iber.v1i6.3942
PHLPOST to 2020. (n.d). Retrieved from https://www.phlpost.gov.ph/files/transparency/

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PHLPost%20Roadmap.pdf
Qualtrics. (2019). Customer Satisfaction (CSAT) Theory. Retrieved on Dec. 14, 2019 from
https://www.qualtrics.com/experience-management/customer/customer-satisfaction-theory/
Roman, K. &Sawczuk, D. (2017). The Analysis of the Consumer Satisfaction with the Quality
of LogisticsServices in the DPD Company. Logistics and Transport, 34. Retrieved from
http://cejsh.icm.edu.pl/cejsh/element/bwmeta1.element.mhp-967993c3-a75e-4073-b190
b3b4a0fac03e
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CURRICULUM VITAE OF THE RESEARCHER
Name : Sherwin Q. Buhay

Date of Birth : October 2, 1979
Place of Birth : Lucena City
Sex : Male
Civil Status : Single
Heigth : 5’5
Weight : 125 lbs.
Citizenship : Filipino
Father’s Name : Abelardo S. Eclavea
Mother’s Name : Elizabeth C. Estonilo
EDUCATIONAL BACKGROUND:
Elemantary : Lucena South 1 Elementary School

1991
Secondary : Quezon National High School

1998
College : Manuel S. Enverga University Foundation

1998 to present
WORK EXPERIENCE :
2004 - Globe Telecom

Agent
2004 - BCV South

Agent
2005 - Universal Robina Corp.

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Merchandiser
2006 - BCV South

Junior DSP
2007 - MMG Hospital

Housekeeping/Orderly
2008 – 2009 - Nestle

Merchandiser
2009 – 2014 - Navarro Minimart

Distributor Sales Personnel
2005 – 2019 - Philippines Postal Corp.

Letter Carrier
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Research Instrument
Dear Sir / Madam:
I would like ask for your participation in this simple survey to know your opinions
about the services that you avail at the Quezon Capitol Post Office. Thank you very much
for your cooperation.
Sherwin Q. Buhay
Part 1. Demographic Survey. Please provide the necessary information by putting a

check mark on the side provided for in each item.
Name: (optional) _______________________
Age: ____ 18 to 25 years old ____ 46 to 50 years old

____ 26 to 30 years old ____ 51 to 55 years old
____ 31 to 35 years old ____ 56 to 60 years old
____ 36 to 40 years old ____ 61 years old and above
____ 41 to 45 years old
Gender: ____ Male

____ Female
Marital Status:
______ Single
______ Married
______ Widow / Widower
______ Separated
Family Income
____ below P5,000

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____ P5,001 to P10,000

____ P10,001 to P 15,000
____ P15,001 to P20,000
____ P20,001 to P25,000
____ P25,001 and above
Highest Educational Attainment
______ Elementary Level

______ Elementary Graduate
______ High School Level
______ High School Graduate
______ College Level
______ College Graduate
______ Master’s Graduate
______ Doctoral Graduate
Part 1. Services of Quezon Capitol Post Office
What service have you availed at Quezon Capitol Post Office?

______ Mail Services
______ Logistic and Warehousing
______ Postal Services Payment
______ Retail Services
______ Postal ID
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MANUEL S. ENVERGA UNIVERSITY FOUNDATION

CUSTOMER SATISFACTION ON THE

I. Research Title: CUSTOMER SATISFACTION ON THE

II. Name of Researcher : SHERWIN Q. BUHAY

III. Research Proposal

1. Abstract of the proposal

study will discuss the services offered by PHLPost as mandated by RA 7354 to

specifically concentrate on knowing the perceptions of PHLPost clients who transact

PHLPost so that they can be properly addressed and solved.

Key terms: Post Office, Services, Customer Satisfaction, Reliability

2.1. Rationale of the Research

TheQuezon Capitol Post Office is an arm / office of PhilPost or Philippine Postal

mandate also includes the provision of the collection, transportation, handling

forwarding, delivery and exchange of postal matters between nations(PHLPost,

By 2020, PhilPost is envisioned to be a “universal delivery service provider of

quality-driven communications, goods and merchandise and payment services in

to provide on-time delivery of communications, merchandise, goods and payment

services in any Filipino community in an efficient and competitive manner (PHLPost,

customers of Quezon province. The researcher intends to do this by conducting a

the services of Quezon Capitol Post Office (PHLPost, 2019).

conveyed to Europe by Spanish ship that routes through Mexico. In December 5,

center of postal services within Asia (PHLPost, 2019).

sovereign entity on January 1, 1922 (PHLPost, 2019).

telecommunication facilities in the Philippines were considered that most modern at

government owned and controlled corporation responsible for providing postal

PHLPost was placed under the Commission on Information and Communications

Technology per Executive Order 269 (PHLPost, 2019).

thePhilippinesthat is performing postal business and sale of any other related

employees which is comprised of 1 Post Master, 1 supervisor, 8 mailmen, 3 sub

mails and parcels on a daily basis.

2.2. Purpose of the Research

Specifically, this study will try to answer the questions below:

1.3. marital status?

1.4. family income?

1.5. educational background?

Quezon Capitol Post Office?

Quezon Capitol Post Office?

2.3. Theoretical Framework

Biljana an Jusuf (2011) explains that customer satisfaction and service

research study is anchored on the theory of customer satisfaction which is the

customer’s overall evaluation and judgement on the performance of product or

a very strong effect on customer intention to repurchase and be loyal to the

company. As a measure of evaluation that have developed over time, customer

product or service (Gustaffson, 2005).

Customer satisfaction can further be explained with the theories of

disconfirmation paradigm and the expectancy value concept (Mill, 2002).

about a specific service is determined by how it measures up with their set of

behavior that they expect will lead to positive outcomes.

services that they experience at the Quezon Capitol Post Office.

Qualtrics (2019) also explains the Customer Satisfaction (CSAT) Theory as a

mind of the consumers by measuring their expectations, to which by knowing those

receive from the Quezon Capitol Post Office.

2.4. Literature Survey

Competitive advantage is necessary for any organization, may it be in a

performance of that company in the deliver of their services or products as the

fulfillment of the customer’s service (Angelova&Zekiri, 2011). The study of

the profitability of an organization as it leads to brand loyalty, repeat purchase an

service quality in the Macedonian mobile telecommunication industry by describing

expectations are higher that actual perceptions.

Customer service as a leading element of modern logistics is connected with

the culture and competence of the courier in general.