Final MR Manuscript PintucanValeros Chapter1-5

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BACHELOR OF SCIENCE IN BUSINESS ADMINISTRATION

MAJOR IN MARKETING MANAGEMENT
Customers Satisfaction and Challenges encountered on PROJECT SPEED DECALS:
Basis for Marketing Program
A Marketing Research
Presented to
The Trimex Colleges of Laguna
In Partial Fulfillment
Of the Requirements for the Degree of
Bachelor of Science in Business Administration
Major in Marketing Management
Prepared by:
MA. CHINKY A. PINTUCAN
ANGELICA R. VALEROS
MR. JOHN MICHAEL FRANCIS D. COSIO, MBA

Adviser
Table of Contents
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Chapter I
 Introduction
 Theoretical/Conceptual Framework
 Research Paradigm
 Statement of the Problem
 Scope and Delimitation
 Significance of the study
 Definition of Terms
Chapter II REVIEW OF RELATED LITERATURE AND STUDIES
 Related Literature
 Synthesis
 Gap/s Bridged by The Present Study
Chapter III METHODOLOGY
 Research Design
 Research Locale
 Sources of Data
 Population of the study
 Validation of Instrument
 Table 3.1. Likert Scale for Level of Customer Satisfaction
 Data Gathering Procedure
 Instrumentation
 Statistical treatment of data
Chapter IV PRESENTATION, ANALYSIS AND INTERPRETATION OF DATA

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 Problem 1 – Level of Customer Satisfaction

 Table 4.1. Level of Customer Satisfaction in terms of Quality
 Table 4.2. Level of Customer Satisfaction in terms of Capacity
 Table 4.3. Level of Customer Satisfaction in terms of Pricing
 Table 4.4. Level of Customer Satisfaction in terms of Reliability
 Table 4.5. Level of Customer Satisfaction in terms of Responsiveness
 Table 4.6. Level of Customer Satisfaction in terms of Assurance
 Problem 2 – Challenges encountered by Project Speed Decals
 Marketing Program Matrix
Chapter V SUMMARY OF FINDINGS, CONCLUSIONS AND

RECOMMENDATION
 Summary of Findings
 Conclusions
 Recommendation
 References
 Appendices
Chapter 1
INTRODUCTION
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Digital printing was a process that incorporates on-demand, high-quality print and
represents a modern technique of production that enables printing from electronic files.
Professional printing where small-run jobs from desktop publishing and other digital sources
are printed using large-format and/or high-volume laser or inkjet printers. Although analog
printing of packaging will likely be around for a long time, digital print is filling a niche that
is more difficult for analog-only producers to handle. Short-run job volumes continue to
grow, and some of the work that was once produced on analog devices has already moved to
digital. The options are increasing, variable imaging is becoming more prevalent, and
customers are demanding shorter turnaround times. All these factors, combined with
advancements in digital print technology that increase productivity and lower costs, have
enabled digital’s role within the packaging market to expand. Every business organization’s
success depends on the satisfaction of the customers. Whenever a business was about to
start, customers always come “first and then the profit. The main topic was about, Customers
Satisfaction and Challenges encountered on PROJECT SPEED DECALS. One of the
important aspects is to ensure to provide the customer the best quality of design and digital
printing services at this competing market.
Meanwhile mentioned by Laura Wood (2020), the United States maintained a 5.5%
growth momentum. Within Europe, which continues to remain an important element in the
world economy, Germany will add over US$434.1 Million to the region's size and clout in
the next 5 to 6 years. Increased demand for promotional materials from the retail, food, and
beverage industries is driving the market. The commercial printing market is being driven
majorly by several promotional activities such as print advertising. Retail businesses that
understand their target markets are including print advertising as part of an overall marketing
strategy. In addition, the "Food & Wine" magazine is experiencing growth across its brand
with a newly enhanced print product. With the publication of its April 2020 California Wine
print issue, it attracted new advertisers in 2020, including Ford, LG Signature Series,
Silversea Cruises, Sub Zero, St. Regis, and Raymond James. It reported that print ad revenue
increased 18% year-over-year between January and April of 2020 and 2019. Over US$383.9
Million worth of projected demand in the region will come from Rest of Europe markets.
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On the other hand, it was mentioned by Laura Wood (2020) The Asia-Pacific region
accounts for a significant market share due to increasing demand from critical regions,
including China, India, Philippines, Vietnam, and Thailand. Factors such as the inception of
new technologies, changing lifestyles, rise in e-commerce, urbanization, etc., are driving the
growth of the printing market in the region, in Japan, Aqueous will reach a market size of
US$613.9 Million by the close of the analysis period. As the world’s second largest
economy and the new game changer in global markets. The Japanese digital printing market
is driven by various factors, such as the growing adoption of e-commerce, consumer
electronics, and packaged and processed food. China exhibits the potential to grow at 4.3%
over the next couple of years and add approximately US$1.4 Billion in terms of addressable
opportunity for the picking by aspiring businesses and their astute leaders. The Chinese
printing industry shows a high level of enthusiasm and interest toward new, data-based
business models, digital platform solutions, and end-to-end digitized value creation chains.
Furthermore Vicente, (January 2019), Data collected from the Philippine Printing
Technical Foundation (PPTF) showed that the print industry has around 3,000 printing
businesses in the Philippines, 20 of which are part of the country’s Top 1,000 corporations.
This indicates that despite the rise of digital technology today, print still proves to be a vital
component in the way we function and go about our daily lives. Total spending for printers
in the Philippines reached US$163-million in 2017 and US$78-million in the first half of
2018. Inkjet printers are increasingly becoming more attractive to home users and SMEs as
well. Also noted that among countries in Asia, the Philippines showed the highest share of
inkjets in their respective national printer markets in 2017. In 2017, inkjet printers accounted
for 94% of the total Philippine printer market shipments and showed a 14% year-on-year
growth. The improvement in the demand for inkjets was due to the affordable price of the
devices and their consumables, as well as in the ease of using these products.
The main problem that Project Speed Decals wanted to resolve are customer’s
satisfaction of customers and acquiring more through enhance technology printing machine
equipment with good services offerings to customers. The competition is high in the nearby
area of Barangay San Antonio, Biñan City, Laguna that would be the hindrance not just on
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the part of the business but also to their employees because customers have many options to
choose in term of digital printing services.
This study was conducted to determine the customer’s satisfaction and the
challenges encountered by Project Speed Decals. It aims to measure the quality, pricing,
capacity, reliability, responsiveness and assurance provided to their customers which leads
to repeat availment. We conducted a research in the area of City of Biñan where the business
is located. Customers are the link to a business success. A business organization should
focus on a huge number of customers, for this, customer satisfaction should be incorporated
along the long-term goals.
The marketing research helps to attain the gathering, analyzing and reporting
information that will used to solve specific problem. This focus on the process of results
information to be used in decision making. Effective decision making can depend on quality
input, and marketing research translates data useful information. Marketing can create
strategies to enhance attraction and retention, if the business understands its customer.
Beyond marketing researchers and marketers, a working knowledge of marketing research
helps anybody’s business career.
Theoretical/Conceptual Framework
The study anchored on the Expectancy Disconfirmation by Richard L. Oliver

confirms what (Van Ryzin (2004,2006), James (2009), Morgeson (2012), if the customer
perceives that the performance is higher than their expectation from the product or service, it
results in positive disconfirmation. Similarly, if the customer perceives the performance to
be worse than what they expected, it results in negative disconfirmation. Positive
disconfirmation results in customer satisfaction. Zero disconfirmation (when reality meets
expectations) is likely to result in satisfaction. Negative disconfirmation leads to dissatisfied
customers. The EDP helps us understand the cognitive or mental state before an experience
(expectations), how it is during the experience (perceived performance), and what customers
feel afterward (satisfaction, or the opposite).
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According to Andersen and Hjortskov explain (2016), the inability to confirm

central features of the EDM using experiments has led scholars to question some of the very
basic assumptions that underlie the EDM. One of this is a citizen who deliberately and
rationally reflects on government performance and expectations. Indeed, as a wealth of
literature from the field of psychology demonstrates, most of human thinking is not
deliberate and reflective, but intuitive and fast. Working from this premise, they carried out a
field and a survey experiment and found indications that more associative ways of thinking
affect citizen satisfaction. For instance, they found that presenting participants with a frame
of either budget cuts or a frame with no budget cuts does not change their expectations about
performance. This finding contradicts the EDM because, according to the EDM, citizens are
amenable to new information and take it into consideration in the process of determining
expectations and, subsequently, their levels of satisfaction. This finding would mean that
citizens behave less rationally in determining their satisfaction than assumed by the EDM.
Research Paradigm
The figure below serves as a model and guide which described and illustrates how
the variables are treated in the study. It is a figure that represents the interplay of the
variables.
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INPUT
1. Customer satisfaction PROCESS OUTPUT
of Project Speed Decals in 1. Data Collection
terms of; 2. Data Analysis
1.1. Quality; 3. Data Results
1.2. Capacity; 4. Conclusion Proposed Marketing
1.3. Price; 5. Recommendation Program
1.4. Reliability;
1.5. Responsiveness and;
1.6. Assurance
2. Challenges
encountered by the
Project Spees Decals.
FEEDBACK
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Figure 1. The Research Paradigm
Figure (1) shows the research paradigm of the study. It includes different variables
used, the Input, Process, and Output.
The Input variables include the Project Speed Decals customer acceptability and
service satisfaction in terms of quality, capacity, price, reliability, responsiveness and
assurance which the customer is the main respondents. It shows also the challenges that they
encountered.
The Process variables are the conduction of survey and analyze the data which
collected by researchers. This variable helps in determining the status of Project Speed
Decals in Barangay San Antonio, City of Biñan, Laguna.
The Output variables are the researcher’s factor results as output from process.
Output variables are key impact on the result of processes, efficiency and customer
satisfaction. It measures of effectiveness that is used to increase efficiency, productivity and
profit, or customer satisfaction to gain positive results.
Statement of the Problem
The study focuses on the customer satisfaction and challenges encountered of Project
Speed Decals as input to the action program. Specifically, this paper aims to answer the
following questions:
1. To what extent is the Customer satisfaction acceptance level of Project Speed

Decals in terms of;
1.1. Quality,
1.2. Capacity,
1.3. Pricing,
1.4. Reliability,
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1.5. Responsiveness and,

1.6. Assurance
2. Challenges encountered by the Project Speed Decals.
3. Based on the findings of the study, what are the marketing program may be
proposed for implementation?
Scope and Delimitation
The study focuses into Project Speed Decals level of customer’s satisfaction in areas
in Binan City, Laguna where the business is located. The researcher uses survey
questionnaire to gathered data and information which needed and limit to fifty (50)
respondents. The study conducted CY 2021.
Significance of the Study
The following individuals may use this research paper for the future purposes:
To the Business itself. This study will help the business to innovate and to satisfy
the customers to attract new customers and retention of old customers that the business will
be benefit from.
To the Business Owner. The owner can be knowledgeable about their business
with relation of innovation and customer satisfaction and retention. Owner must be familiar
about the strength and weaknesses of their business, therefore using their strengths for
meeting opportunities and transforming the weaknesses into strength.
To the Customers. The customer’s preference and perception are very important to
the business because they are the one who consumed the products. Also, the customers are
the basis or measurements as the business has to change their products or services to meet
their customer’s satisfaction and retention.
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Researchers. The Researchers have a responsibility to communicate their research,

to collaborate with others where appropriate and to transfer and exploit knowledge for the
benefit of your employer, the economy and society as a whole. Researchers have a
responsibility to behave honestly and ethically in the course of their research.
Future Researcher. To the Future Researchers who conduct a study this will serve
as a references or guidelines in relation to innovation and customers’ satisfaction and the
research served as starting point to enhance the knowledge of the people regarding the topic.
Definition of Terms
For a better understanding of the discussion of this paper, the following terms are
being defined operationally and conceptually.
Customer. A customer is an individual or business that purchases another

company's goods or services. Customers are important because they drive revenues; without
them, businesses cannot continue to exist.
Customer Satisfaction. It is a measure of how products and services supplied by a

company meet or surpass customer expectation. Customer satisfaction is defined as "the
number of customers, or percentage of total customers, whose reported experience with a
firm, its products, or its services (ratings) exceeds specified satisfaction goals. Kotler and
Keller, in Bela et al., (2016), satisfaction is feeling happy or disappointed someone who
arises because of comparing the perceived performance of the product (or result) to their
expectations.
Digital Printing. Digital printing is a printing technique using digital or electronic

files from a personal computer or other digital storage device as a source. Digital printing
does not rely on a press plate to carry the image and also does not require any setup sheets.
Due to lower production costs, digital printing has replaced lithography in a wide range of
markets.
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Quality. Quality is the totality of features and characteristics of a product or service

that bear on its ability to satisfy given needs. Quality, an inherent or distinguishing
characteristic, a degree or grade of excellence.
Capacity. Capacity is the ability of someone or something to hold something.

Capacity is the maximum level of output that a company can sustain to make a product or
provide a service. Planning for capacity requires management to accept limitations on the
production process.
Pricing. Pricing is the act of determining the value of a product or service. Pricing
determines the cost paid by a customer, but it may or may not be tied to the cost paid by the
business to produce the product or service. Price and cost are relative—one entity's price
may be another's cost. Another opinion of price according to Kotler and Amstrong in Friani
(2018) is “the amount of money exchanged for a product and service”.
Reliability. Reliability is defined as the probability that a product, system, or service

will perform its intended function adequately for a specified period of time, or will operate
in a defined environment without failure.
Responsiveness. Responsiveness is the quality of being responsive; reacting

quickly; as a quality of people, it involves responding with emotion to people and events.
The quality or state of being responsive. The ability of a machine to adjust to external
influences.
Assurance. Assurance a positive declaration intended to give confidence; a promise.
Chapter 2
REVIEW OF RELATED LITERATURE AND STUDIES
This chapter contained the relevant literature and studies of both foreign sources that
had relevance to the present study. It likewise utilized the internet in which researches
deemed necessary and helpful in attaining an in-depth discussion of the research problem.
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Moreover, the previous related studies gave researcher insights on how to interpret
the results of the study.
Related Literature
Digital printing methods have developed considerably in recent years, both in terms
of quality and productivity. New products based on the variable data printing capability of
digital printing have been introduced. Digital methods have also taken market share from
mechanical printing methods in the on-demand and short-run production of traditional
products. The market share of digital printing will continue to increase in the future,
Kariniemi & Nors, (2018).
According to Minta, (2018) Customer satisfaction has been one of the essential
characters that managers should focus on. The firm’s competitive advantage was satisfying
clients better than its rivals, surpassing clients’ needs, and wants better than its competitors.
Moreover, Kotler and Keller, (2016) said that customer satisfaction was clients’
perceptions of happiness or frustration due to a comparison between the performance of a
product/service and clients’ expectations. Satisfaction is feeling happy or disappointed
someone who arises because of comparing the perceived performance of the product (or
result) to their expectations. This term is often used as a measure of how the products and
services provided by the company meet or exceed customer expectations. In the service
environment, customer satisfaction has been seen as a special form of customer attitude.
While according Njei Zephan, (2018), Customer satisfaction can be understood to be the
difference between customers’ expectation before consumption and realization after
consumption of product or service. Kotler and Armstrong, (2016) were satisfied, proud,
happy and exceeded expectations.
Meanwhile according to Adamu (2017,) Customer satisfaction is a personal feeling

of either pleasure or disappointment resulting from the evaluation of services provided by an
organization to an individual in relation to expectations. Service providers frequently place a
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higher priority on customer satisfaction, because it has been seen as a prerequisite to

customer retention. As a positive outcome of marketing activities, high customer satisfaction
leads to repeat visitation to stores, repeat product purchases, and word-of-mouth promotion
to friends. While low customer satisfaction has been associated with complaining behaviour.
A satisfied customer often stays loyal longer, and is likely to patronize the firm in future.
Customer satisfaction can be conceptualized as either transaction-specific satisfaction or
cumulative satisfaction. Transaction-specific satisfaction is a customer’s evaluation of her or
his experience and reactions to a specific company encounter. Cumulative satisfaction refers
to customers overall evaluation of patronage experience from inception to date.
According to Ehsani (2015), that "quality of service is the customer's perception of

the overall quality or superiority of the product or service, with respect to its intended
purpose, relative to alternatives, ". They said that the price can increase customer
satisfaction. The comparisons with previous studies explain that service quality and price
have a good level of generality to improve customer satisfaction.
According to Isaza (2015), Capacity as an emergent quality of a combination of

attributes, capabilities and relationships, that enables a system (people, organizations or
whole nation-states) to perform to their full potential. With sets of principles and explicit
guidance, sets about creating the conditions to allow capabilities to flourish through the
evaluation process, although it may be difficult to pinpoint the moment where capacity
building can be said to happen.
According to Kotler and Keller, (2018), argue that price is a sum of money or value
that is exchanged by consumers to get profits from ownership or charged for a product or
service. Price is milk for the customer and something else for the seller. For customers, this
is the cost of something. For the price seller is the income and the main source of profit.
Another opinion of price according to Kotler and Amstrong (2018) is “the amount of money
exchanged for a product and service. Furthermore, prices are a number of values that
consumers exchange for the number of benefits by owning or using an item or service”. The
indicator used in accordance with Kotler and Armstrong in Ismail, et al., (2016) suggested
that price is the amount of money charged for a product or a service; the sum of the values
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that customers exchange for the benefits of having or using a product or service. Price is a
major factor behind satisfaction & product loyalty because a customer carefully perceives if
he is getting the most benefit from the product against his spending.
According to Omar, Saadan and Seman (2015), reliability is found to be one of the
important dimensions in the service quality. Company has to perform as what they had
promises in order to gain trust from their customers. It is the measure of stability of a
company performance and how can a company be dependable. That most of the empirical
studies current days found that reliability is one of the most important factors in determining
customer satisfaction and suggested that the key attributes of reliability include accurate
delivery, being truthful, keeping the promise, accurate order and availability.
Moreover, according to Uyoga, (2018) that the ability of employees to serve is an

inherent important part in any case so that this can encourage satisfaction. Consumers
(society) view that responsiveness is reflected in the clarity of information to obtain
programs, the willingness of employees to always provide information and provide
solutions. Ngaliman (2019), explain that responsiveness is the initial part that needs to be
managed to get satisfaction, this encourages employees of an organizational organization
who are able to serve customers.
According to Alabboodi (2019), there is a positive relationship between assurance

strategy for maintaining effective CRM with that of customer satisfaction and loyalty. It
depends on whether we fulfilled customers' needs by giving quality services which is a
definitive goal of every firm. This showcase that we as the firm should accommodate the
customers with services that match with the customer needs.
Synthesis
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This review of related literature and studies shows a connection in the present study.
The review focus on the Customer Satisfaction of Digital Printing Industry. Digital printing
methods have developed both in terms of quality and productivity. Digital methods have
also taken market share from mechanical printing methods in the on-demand and short-run
production of traditional products. Kariniemi & Nors, (2018).
Kotler and Keller (2016) said that customer satisfaction was clients perceptions of
happiness or frustration due to a comparison between the performance of a product/service
and clients’ expectations while Njei Zephan, (2018), that the difference between customers’
expectation before consumption and realization after consumption of product or service.
According to Adamu (2017,) that it’s a personal feeling of either pleasure or disappointment
resulting from the evaluation of services provided. While according to Minta, (2018)
satisfying clients better than its rivals, surpassing clients’ needs, and wants better than its
competitors.
Ehsani (2015) emphasizes that "quality of service is the customer's perception of the
overall quality or superiority of the product or service, with respect to its intended purpose,
relative to alternatives. According to Isaza (2015), Capacity as an emergent quality of a
combination of attributes, capabilities and relationships, that enables a system to perform to
their full potential. Kotler and Armstrong (2016) the price/sum of the values that customers
exchange for the benefits of having or using a product or service. According to Omar,
Saadan and Seman (2015), Reliability is one of the most important factors in determining
delivery, being truthful, keeping the promise, accurate order and availability. Ngaliman
(2019), explain that responsiveness is the initial part that needs to be managed to get
satisfaction, this encourages employees of an organizational organization who are able to
serve customers. According to Alabboodi (2019), that the assurance depends on whether
fulfilled customers' needs by giving quality services which is a definitive goal of every firm
that matches with the customer needs.
Gap/s Bridged by the Present Study

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From the review of the related literature and studies, the following gaps were
determined:
In a study on how to fill gaps in ideas, Paradkar, Knight, and Hansen (2015)
selected participants with substantial knowledge and experience in organizational resource
management. They selected business leaders based on their involvement in devising and
implementing strategies for successful customer satisfaction, customer retention, and
customer service in their organizations.
Adding customer value to products and applications is important to be able to

successfully compete using digital printing. In this study the perceived satisfaction of added
value was explored. It was concluded that digital printing does not entirely fulfill the
demands that customers have on their printed material, but it was indicated that digital
printing will become more important for producing printed material in the future. Among the
critical success factors, time, quality, functionality/possibilities, and price, quality was the
factor that customers deemed most important. This was also the factor that they were least
satisfied with in relation to their needs. Time was the only factor that the customers where
satisfied or more than satisfied with (Mejtoft, 2015).
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Chapter 3
METHODOLOGY
This chapter presents the procedures used in conducting the study. It comprises the
research design, sources of data and instrumentation that are used in the study. The customer
satisfaction survey is the standard approach for collecting data on customer happiness. It
consists of asking your customers how satisfied they are, with or without follow up
questions in terms of quality, capacity, pricing, reliability, responsiveness and assurance.
Research Design
The researchers used the Descriptive Quantitative Research Design. Descriptive

Quantitative is a valid method for researching specific subjects and as a precursor to
more quantitative studies. Whilst there are some valid concerns about the statistical validity,
as long as the limitations are understood by the researcher, this type of study is an invaluable
scientific tool Shuttleworth, (2021).
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The research used the Descriptive Quantitative Research Design because the nature
of this study was to evaluate and measure the customer satisfaction that will be used as
marketing tools by Project Speed Decals.
Research Locale
The research study was conducted particularly on Project Speed Decals in Barangay
San Antonio, City of Biñan, Laguna. The target respondent are the customers which the ones
who directly benefit from this research.
Sources of Data
The study has two sources of data namely: primary and secondary sources, the
primary sources of the data are the customers and business owner of Project Speed Decals.
Secondary sources of the data are the thesis, internet and other reference materials deemed
necessary to gather the needed information of the study.
Population of the study
The population of the study is composed of customers in City of Binan and the
resident of Barangay San Antonio total of 35,811 individuals. They were the chosen
respondents because the Project Speed Decals is located in this area.
The sample of the population was determined using the Raosoft application, with
given population size, 95% confidence level and margin of the error which is 10% a total of
fifty (50) respondents. These were people who are qualified to interview and to get the
relevant information that are needed in this study. They were selected people based on their
potential to answer the survey questionnaire given by the researchers.
A simple random sampling method was used for selecting the participants in the
study. The technique used to ensure an unbiased representation of the respondents of the
study. With this, the researchers believed that the respondents would help this study to be
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useful for the improvement of the business. Aside from the perception about the business.
The respondents were asked about some personal data to support the study.
Validation of Instrument
The researcher used survey questionnaire consisting of two parts. Part one focuses
on the customer satisfaction and part two are the challenges encountered by the business.
The survey questionnaire was validated and acquired the approval of the
respondents and Project Speed Decals to ensure data accuracy and analysis. The respondents
were composed of Individual, Business Enterprise and Government Agency that are
acquiring its services.
Table 3.1. Likert Scale for Level of Customer Satisfaction

Numerical Scale Interval Arbitrary Scale Verbal
Interpretation
4 3.26 - 4 SA- Strongly Agree Very Satisfied
3 2.51 – 3.25 A- Agree Satisfied
2 1.76 – 2.50 DS – Disagree Slightly Satisfied
1 1 – 1.75 SD – Strongly Not Satisfied
Disagree
Data Gathering Procedure
Data gathering for the first type of respondent which was the Individual from City of
Binan, Laguna. The researcher asked permission first to the respondents to conduct research
and prepare survey questionnaire. The researcher used Google form to administer the
questionnaire. This was the easiest way since face-to-face is still not allowed and another
advantaged in using Google form application is that the questionnaire was automatically
retrieved after answering the online survey.
Next, data gathering for second type of respondents was the Business Enterprise
representing the private company located in the City of Biñan, Laguna. The researcher asked
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permission through endorsement letter through their respective email address of different
business office to conduct research and prepare survey questionnaire. The signed
endorsement letter containing the link for the survey questionnaire (via Google Form) was
send to their email address.
Lastly, data gathering for the third type of respondents is the City Government of
Biñan, Laguna. The researcher disseminated the letter and the survey tools to the target local
services in the City Government of Binan, and was retrieved on the same day.
Upon retrieval of all the questionnaires, either on-line or the normal survey sheets,
the researcher summarized the data and presented it in a table. All in all, the data gathered
were used as the basis of Project Speed Decals marketing program.
Instrumentation
Questionnaire was used as main tool to gathered information from the selected
customers of Project Speed Decals. The questionnaire was divided into two parts: Part 1, for
Project Speed Decals level of customer satisfaction. Part 2, Challenges encountered by
Project Speed Decals. The questionnaire was validated and experts and professionals in
terms of this profession. The researchers followed the step-by-step data gathering plans
which are essential for the conduct of this study.
Statistical Treatments of Data
Data gathering was done consolidated, tallied, tabulated and analyzed in accordance
with the objectives of the study.
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Chapter 4
PRESENTATION, ANALYSIS AND INTERPRETATION OF DATA
This chapter presents the analysis and interpretation of the data gathered in this
study. The course of the analysis and interpretation was guided by the problems presented in
Chapter 1.
Table 1 shows the ranking of the most and least recognized terms and concepts of
the respondents.
Problem 1 – Level of Customer Satisfaction
Table 4.1. Level of Customer Satisfaction in terms of Quality

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Weighted
Arbitrar Verbal
VARIABLES Mean
y Scale Interpretation
Score
4.1. Quality
4.1.1. The customer is satisfied with the Strongly
3.8 Very Satisfied
quality of the product. Agree
3.76 Very Satisfied
graphics and art incorporated. Agree
4.1.3. The digital print is made firmly and Strongly
3.74 Very Satisfied
long lasting. Agree
3.8 Very Satisfied
quality of materials. Agree
Strongly
Over-all Weighted Mean 3.78 Very Satisfied
Agree
Legend:
3.26 – 4.00 – Very Satisfied

2.51 – 3.25 – Satisfied
1.76 – 2.50 – Slightly Satisfied
1.00 – 1.75 – Not Satisfied
Table 4.1 shows the Level of customer satisfaction in terms of Quality. Indicator
4.1.1 has a mean score of 3.80 evaluated as “Strongly Agree” with verbal interpretation of
“Very Satisfied”. Indicator 4.1.2 has a mean score of 3.76 evaluated as “Strongly Agree”
with verbal interpretation of “Very Satisfied”. Indicator 4.1.3 has a mean score of 3.74
evaluated as “Strongly Agree” with verbal interpretation of “Very Satisfied”. Indicator 4.1.4
has a mean score of 3.80 evaluated as “Strongly Agree” with verbal interpretation of “Very
Satisfied”.
As interpreted, the over-all weighted mean of 3.78 illustrates that respondents are
very satisfied in terms of quality of Project Speed Decals.
According to Ehsani (2015), that "quality of service is the customer's perception of

the overall quality or superiority of the product or service, with respect to its intended
purpose, relative to alternatives". They said that the price can increase customer satisfaction.
The comparisons with previous studies explain that service quality and price have a good
level of generality to improve customer satisfaction.
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Table 4.2. Level of Customer Satisfaction in terms of Capacity
Weighted
Arbitrar Verbal
VARIABLES Mean
Score
4.2. Capacity
4.2.1. Project Speed Decals can Strongly
3.28 Very Satisfied
accommodate bulk orders. Agree
4.2.2. The digital machines can occupy series
3.12 Agree Satisfied
of loads.
4.2.3. The customer can go back and forth
easily without hassles in any facilities of the 3.12 Agree Satisfied
Project Speed Decals.
4.2.4. The capacity of staff of Project Speed
2.7 Agree Satisfied
Decals is enough.
Over-all Weighted Mean 3.06 Agree Satisfied
Legend:

2.51 – 3.25 – Satisfied
25
Table 4.2 shows the Level of customer satisfaction in terms of Capacity. Indicator
“Very Satisfied”. Indicator 4.2.2 has a mean score of 3.12 evaluated as “Agree” with verbal
interpretation of “Satisfied”. Indicator 4.2.3 has a mean score of 3.12 evaluated as “Agree”
with verbal interpretation of “Satisfied”. Indicator 4.2.4 has a mean score of 2.70 evaluated
as “Agree” with verbal interpretation of “Satisfied”.
satisfied in terms of capacity of Project Speed Decals. The Project Speed Decals needs more
improvement in terms of the capacity of staff is not enough.
According to Isaza (2015), Capacity as an emergent quality of a combination of

attributes, capabilities and relationships, that enables a system (people, organizations or
whole nation-states) to perform to their full potential. With sets of principles and explicit
guidance, sets about creating the conditions to allow capabilities to flourish through the
evaluation process, although it may be difficult to pinpoint the moment where capacity
building can be said to happen.
Table 4.3. Level of Customer Satisfaction in terms of Pricing
Weighted
Arbitrar Verbal
VARIABLES Mean
Score
4.3. Pricing
Strongly
4.3.1. The price is reasonable and affordable. 3.66 Very Satisfied
Agree
Strongly
4.3.2. The service is right for its price. 3.66 Very Satisfied
Agree
Strongly
4.3.3. Sales discount on bulk-buying. 3.38 Very Satisfied
Agree
4.3.4. The product look expensive for its Strongly
3.68 Very Satisfied
price. Agree
Strongly
Agree
26
Legend:

2.51 – 3.25 – Satisfied
Table 4.3 shows the Level of customer satisfaction in terms of Pricing. Indicator
Satisfied”.
very satisfied in terms of pricing of Project Speed Decals.
According to Kotler and Keller in Herviana and Anik, (2018), argue that price is a
sum of money or value that is exchanged by consumers to get profits from ownership or
charged for a product or service. Another opinion of price according to Kotler and Amstrong
in Friani (2018) is “the amount of money exchanged for a product and service. Furthermore,
prices are a number of values that consumers exchange for the number of benefits by owning
or using an item or service”.
Table 4.4. Level of Customer Satisfaction in terms of Reliability
Weighted
Arbitrar Verbal
VARIABLES Mean
Score
4.4. Reliability
4.4.1. The establishment operates in Strongly
3.54 Very Satisfied
convenient time. Agree
4.4.2. Communication is clear as far as the Strongly
3.68 Very Satisfied
order requirement is concern. Agree
4.4.3. I can access service information 3.48 Strongly Very Satisfied
27
outside the business premises. Agree

4.4.4. I can always avail the service at any Strongly
3.46 Very Satisfied
time. Agree
Strongly
Agree
Legend:

2.51 – 3.25 – Satisfied
Table 4.4 shows the Level of customer satisfaction in terms of Reliability. Indicator
Satisfied”.
very satisfied in terms of reliability of Project Speed Decals.
According to Omar, Saadan and Seman (2015), reliability is found to be one of the
important dimensions in the service quality. Company has to perform as what they had
promises in order to gain trust from their customers. It is the measure of stability of a
company performance and how can a company be dependable. That most of the empirical
studies current days found that reliability is one of the most important factors in determining
delivery, being truthful, keeping the promise, accurate order and availability.
Table 4.5. Level of Customer Satisfaction in terms of Responsiveness

28
Weighted
Arbitrar Verbal
VARIABLES Mean
Score
4.5. Responsiveness
4.5.1. Employees gives assistance and fast Strongly
3.68 Very Satisfied
service. Agree
4.5.2. Employees informs when the products Strongly
3.68 Very Satisfied
will be available. Agree
4.5.3. Employees are willing to help if I have Strongly
3.56 Very Satisfied
problems with the products. Agree
4.5.4. Employees takes actions immediately Strongly
3.54 Very Satisfied
in queries and complains. Agree
Strongly
Agree
Legend:

2.51 – 3.25 – Satisfied
Table 4.5 shows the Level of customer satisfaction in terms of Responsiveness.

Indicator 4.5.1 has a mean score of 3.68 evaluated as “Strongly Agree” with verbal
interpretation of “Very Satisfied”. Indicator 4.5.2 has a mean score of 3.68 evaluated as
“Strongly Agree” with verbal interpretation of “Very Satisfied”. Indicator 4.5.3 has a mean
score of 3.56 evaluated as “Strongly Agree” with verbal interpretation of “Very Satisfied”.
Indicator 4.5.4 has a mean score of 3.54 evaluated as “Strongly Agree” with verbal
interpretation of “Very Satisfied”.
very satisfied in terms of responsiveness of Project Speed Decals.
Uyoga (2018), explains that the ability of employees to serve is an inherent

important part in any case so that this can encourage satisfaction. Consumers (society) view
that responsiveness is reflected in the clarity of information to obtain programs, the
willingness of employees to always provide information and provide solutions. Ngaliman
(2019), explain that responsiveness is the initial part that needs to be managed to get
29
satisfaction, this encourages employees of an organizational organization who are able to

serve customers.
Table 4.6. Level of Customer Satisfaction in terms of Assurance
Weighted
Arbitrary Verbal
VARIABLES Mean
Scale Interpretation
Score
4.6. Assurance
4.6.1. Employees are knowledgeable about Strongly
3.62 Very Satisfied
the services. Agree
4.6.2. Employees are professional and Strongly
3.68 Very Satisfied
courteous. Agree
4.6.3. Employees are able to solve the Strongly
3.52 Very Satisfied
problem with satisfactory. Agree
4.6.4. Employees greeted warmly with a Strongly
3.7 Very Satisfied
smile. Agree
Strongly
Agree
Legend:

2.51 – 3.25 – Satisfied
Table 4.6 shows the Level of customer satisfaction in terms of Assurance. Indicator
Satisfied”.
very satisfied in terms of assurance of Project Speed Decals.
30
According to Alabboodi (2019), there is a positive relationship between assurance

strategy for maintaining effective CRM with that of customer satisfaction and loyalty. It
depends on whether we fulfilled customers' needs by giving quality services which is a
definitive goal of every firm. This showcase that we as the firm should accommodate the
customers with services that match with the customer needs.
Challenges encountered by Project Speed Decals
Project Speed Decals main challenges encountered were the limited time of
operation due to the pandemic only the essential goods and services are allowed to operate.
Increase of the business expenses due to some raw materials due to some delays of delivery
and restrictions were made by the Government that leads to increase in pricing of the
services being offered. Meeting the deadlines on time because of the days and months that
the business is non-operational, loads of works has been on hold. Limited manpower is also
the challenges they are facing so that machines are limited.
Marketing Program Matrix
Person Success
Key Result Objectives Strategy Budget
Involve Indicators
Increase
To produce more Consistently
inquiry
quality products and producing or Customers/
Product 0 /customers
promote product creating quality Management
and sales by
branding. products.
20%.
To design unique Increase

and high standard Regularly train and inquiry
Management /
that the customer learn various 0 /customers
Customers
reaches their graphics sites. and sales by
satisfaction. 20%.
Discounts pricing,
Increasing
reduce-rate
sales by 10%
bundle/package,
Maintain using the
joint promotions Customers/
Price competitive price of 0 discounts,
with a Management
the services offered. referral system
complementary
and other
business and referral
promos.
system.
31
Increase
customer
Promotion To accurately target Promoting and
satisfaction,
(Facebook/ audiences and sharing the products Budget 500 / Management/
repeat
Instagram/ increase brand on social media month Customers
availment and
Website) awareness. through boost ads.
positive brand
perception.
Increase
Creating a website
customer
To increase social that will establish all
satisfaction,
community size and the services offered,
Budget - 40000 Owner repeat
accessible site to placing orders,
availment and
purchase of order. feedbacks and
positive brand
comments.
perception.
Expanding to new Increase

To deliver the
bigger place to inquiry
products at a Budget -
Place accommodate more Owner /customers
convenient time to 20,000/month
machines for the and sales by
the customers.
business. 10%.
Chapter 5
SUMMARY OF FINDINGS, CONCLUSIONS AND RECOMMENDATIONS
This chapter presents the summary of findings, conclusions and recommendations of

the study.
Summary of Findings
Based on the results of the study, the following findings were generated:
1. As for Project Speed Decals customers satisfaction in terms of quality results showed a
total mean score of 3.78 with verbal interpretation of “very satisfied”. The highest mean
score is 3.8 with verbal interpretation of “very satisfied” and the lowest mean score is 3.74
with verbal interpretation of “very satisfied”.
32
2. As for Project Speed Decals customers satisfaction in terms of capacity results showed a
total mean score of 3.06 with verbal interpretation of “satisfied”. The highest mean score is
3.28 with verbal interpretation of “very satisfied” and the lowest mean score is 2.7 with
verbal interpretation of “satisfied”.
3. As for Project Speed Decals customer’s satisfaction in terms of pricing results showed a
4. As for Project Speed Decals customers satisfaction in terms of reliability results showed a
5. As for Project Speed Decals customers satisfaction in terms of responsiveness results

showed a total mean score of 3.62 with verbal interpretation of “very satisfied”. The highest
mean score is 3.68 with verbal interpretation of “very satisfied” and the lowest mean score is
3.54 with verbal interpretation of “very satisfied”.
6. As for Project Speed Decals customers satisfaction in terms of assurance results showed a
Main challenges were the limited time of operation, increase of the expenses and
meeting the deadlines on time.
Conclusion
Based on the findings of the study, the researchers came out with the following
conclusions:
33
1. As for the level of customer satisfaction of Project Speed Decals in terms of quality, with
the revealed results gathered, the researchers therefore conclude that Project Speed Decals
provide excellent services.
2. As for the level of customer satisfaction of Project Speed Decals in terms of capacity,
with the revealed results gathered, the researchers therefore conclude that Project Speed
Decals lacking of employee’s and printing machine.
3. As for the level of customer satisfaction of Project Speed Decals in terms of pricing,
based on the findings the researchers concluded that Project Speed Decals is affordable,
reasonable and fit for the price.
4. As for the level of customer satisfaction of Project Speed Decals in terms of reliability,
based on the findings the researchers concluded that Project Speed Decals is accessible and
easy to avail services.
5. As for the level of customer satisfaction of Project Speed Decals in terms of

responsiveness, based on the findings the researchers concluded that Project Speed Decals in
terms of employee’s assistance are very accommodating and approachable in terms of
inquiries and take immediate actions in terms of complains.
6. As for the level of customer satisfaction of Project Speed Decals in terms of assurance,
based on the findings the researchers concluded that Project Speed Decals on the services
that their giving to customer’s are guarantees to good feedback and commitment.
Due to the pandemic, cost of the raw material significantly increased, delivery were
delayed and the restrictions implemented are tighter. Because of the mentioned constraints,
Project Speed Decals need to increase the pricing in order to sustain the business.
Recommendation
34
In light with the findings and conclusions, the following are offered as
recommendations for possible actions:
1. As for the level of customer satisfaction of Project Speed Decals in terms of quality, the
researchers would like to recommend to provide customers consistent quality products and
services offered all the time to continue dealing with the business. Being consistent allows
you to established awareness, build trust and deliver your services efficiently and profitably.
Consistency in the business is far more important that you can imagine.
2. As for the level of customer satisfaction of Project Speed Decals in terms of capacity, the
researchers would like to recommend the needs to provide additional employee’s to be able
to accommodate works of loads and additional printing machines.
3. As for the level of customer satisfaction of Project Speed Decals in terms of pricing, the
researchers would like to recommend the promotional offerings such as, discounts on
through bulk orders or individual order and through referral system.
4. As for the level of customer satisfaction of Project Speed Decals in terms of reliability,
the researchers would like to recommend to develop customer services communities.
5. As for the level of customer satisfaction of Project Speed Decals in terms of

responsiveness, the researchers would like to recommend to employees to attend trainings
and seminars/webinars for teamwork collaboration and communications.
6. As for the level of customer satisfaction of Project Speed Decals in terms of assurance,
the researchers would like to recommend to have a customer’s feedback form to know what
customers need to improve in the services of Project Speed Decals.
General Recommendations
1. To sustain the level of customer satisfaction level, Project Speed Decals can add
manpower who can entertain customer queries and to reduce overload being encountered by
the existing employees.
35
2. Provide additional machine to compensate the capacity loss due to shortened operating
hours and comply with the deadlines promised to the customers.
3. Face-to-face interactions are limited because of the pandemic so Project Speed Decals can
maximize the use of the online platforms to advertise and gain more customers.
Proposed Action Plan
Person Success
Key Result Objectives Strategy Budget
Involve Indicators
Producing quality
Increase the sales
Maintaining the products/ services to Budget for
by 20% using
quality of release customers through machine/ Manageme
Quality high quality
digital print high-tech machine 50,000/payable nt
materials and
products and quality raw by 1 year.
equipment.
materials.
Meet the required Increasing sales

Bigger space and
level in terms of by 10% by
hiring new employees Manageme
Capacity employees and 20,000 accepting bulk
to accommodate more nt
producing output orders and
orders.
within specific time. individual order.
36
Increasing sales
Maintain Give discounts for Customers/
by 10% using the
Pricing competitive price of bulk orders, referral 0 Manageme
discounts and
the services offered. system. nt
referral system.
Provide and Better communication Customers/

Increase the
meeting customers between customers Employees
number of repeat
Reliability and business and employees and 0 /
customers by
expectation on time giving the right Manageme
10% monthly.
accurately. treatment. nt
Willingness to help
Establishing a contact Customers/
customers, deal Increase the
center or help desk to Employees
effectively with number of repeat
Responsiveness assist customers in 0 /
complaints and customers by
case of assistance, Manageme
provide prompt 10% monthly.
complaints or orders. nt
service.
Provide customers Employees to attend

Customers/
long lasting seminar/webinar that Increase the
Employees
impression through can enhance their number of repeat
Assurance 0 /
employee’s ability in proper way customers by
Manageme
knowledge and to communicate and 10% monthly.
nt
courtesy. the right attitude.
References
(Digital Printing Market | Growth, Trends, Forecasts (2021 - 2026)

(mordorintelligence.com)
(What Trends to Look for in the Printing Industry in 2020 (negosentro.com)
(2020 Digital Printing Market Size, Outlook and Opportunities -2026 (oganalysis.com)
https://www8.hp.com/h20195/v2/GetPDF.aspx/4AA7-7919ENW.pdf
https://www.globenewswire.com/news-release/2020/12/21/2148429/0/en/Digital-Printing-
Market-Growth-Trends-Forecasts-2020-2025.html
https://www.prnewswire.com/news-releases/global-commercial-printing-market-report-
2020-2025-assessed-by-type-application-and-region-301083732.html
http://www.upgrademag.com/web/2019/01/21/the-state-of-the-local-printer-market/
https://www.twosides.info/wp-
content/uploads/2018/05/The_environmental_impact_of_digital_printing.pdf
37
https://www.tandfonline.com/doi/full/10.1080/14719037.2017.1282000
https://www.diva-portal.org/smash/get/diva2:1437946/FULLTEXT01.pdf
https://core.ac.uk/download/pdf/234694248.pdf
https://austinpublishinggroup.com/business-administration-and-management/fulltext/ajbam-
v1-id1020.php
https://www.researchgate.net/publication/282456384_Determining_the_Influence_of_the_R
eliability_of_Service_Quality_on_Customer_Satisfaction_The_Case_of_Libyan_E-
Commerce_Customers
https://www.researchgate.net/publication/330385389_The_effect_of_customer_satisfaction_
on_service_quality_The_case_of_Iraqi_banks
https://www.researchgate.net/publication/315148637_Capacity_A_Literature_Review_and_
a_Research_Agenda
https://rpajournals.com/wp-content/uploads/2019/02/ITHJ-2019-01-14.pdf?
fbclid=IwAR03k2w0_FIU-zjKJSpCQJ5j93SjtmM1WvmkXGvdduGs5SdVn716MnBuiUg
https://www.koreascience.or.kr/article/JAKO202106438543453.pdf?fbclid=IwAR3-
qINqarVXpCabXE-gbth-vGhnwKfyx_qoMJByhfPWh39f5OnyEPVT3_s
https://www.academia.edu/41595039/Reviewing_the_Literature_among_Customer_Relation
ship_Management_Creating_Values_Customer_Satisfaction_and_Customer_Loyalty?
fbclid=IwAR2vuP2lt97UWzAeUkznFoHG7QCrHabPsNXBVUGPZhH0cldY-
T7EKRQCdDg
https://is.theorizeit.org/wiki/SERVQUAL?
fbclid=IwAR1R1vC9rWB33aFX6GuOHc6RUwWHF_tTMpz29poQxt_z9gVPzybsdnZ3Ae
A#:~:text=Concise%20description%20of%20theory.%20SERVQUAL%20is%20a
%20multi-item,of%20service%20quality%20into%20five%20constructs%20as%20follows
https://www.freshworks.com/freshcaller-cloud-pbx/call-center-software/customer-
satisfaction-definition-blog/
http://www.diva-portal.org/smash/get/diva2:1017104/FULLTEXT01.pdf
38
https://www.impgroup.org/uploads/papers/8458.pdf
https://scholarworks.waldenu.edu/cgi/viewcontent.cgi?article=6521&context=dissertations
http://studentsrepo.um.edu.my/1311/3/CHAP_2.pdf
https://scholarworks.waldenu.edu/cgi/viewcontent.cgi?article=2402&context=dissertations
https://repository.up.ac.za/bitstream/handle/2263/23860/02chapter2.pdf?
sequence=3&isAllowed=y
https://www.academia.edu/30710329/Chapter_2_REVIEW_OF_RELATED_LITERATUR
E_AND_STUDIES?fbclid=IwAR1dmurQHTmLS-jZSv98j-
IP8jyacw2pBFodVXHsRCs5PMVwV5_HSj6Ko2Y
https://www.researchgate.net/publication/346229563_CUSTOMER_SATISFACTION_AN
D_LOYALTY_A_STUDY_OF_INTERRELATIONSHIPS_AND_EFFECTS_IN_NIGERI
AN_DOMESTIC_AIRLINE_INDUSTRY
http://www.iosrjournals.org/iosr-jbm/papers/Vol9-issue4/C0941533.pdf?
id=5124iosrjournals.org
39
Appendix A
LETTER TO CONDUCT STUDY
ALVY C. YIA
Project Speed Decals
San Antonio City of Biñan, Laguna
Dear Sir,
We, Ma. Chinky A. Pintucan and Angelica R. Valeros, Bachelor of Science in

Business Administration (BSBA) Student from Trimex Colleges, Biñan City are currently
writing our project Marketing Research. A significant part of this activity is gathering of
data/information to be utilized in the analysis of our Market Research study.
In this regard, we wish to request your kind permission to please allow us to study
your Project Speed Decals business and conduct a survey/interview regarding our study in
your business premises. Any information obtained from your business will be regarded as
for academic purpose only.
Your kind consideration regarding this matter will be highly appreciated.
Thank you very much and God bless.
Sincerely,
Ma. Chinky A. Pintucan / Angelica R. Valeros

Conforme:
Alvy C. Yia
40
Date: February 8, 2021
Appendix B
SURVEY QUESTIONNAIRE
Dear Respondents,
The undersigned 4th year 1st Semester College students are currently enrolled in
TRIMEX Colleges taking up Bachelor of Science in Business Administration Major in
Marketing Management. They are conducting a Marketing Research entitled: Customers
Satisfaction and Challenges encountered on PROJECT SPEED DECALS.
In this case, the proponents of the study would like to know your insight regarding
this project by answering the questions below. Rest assured that all the information that you
may provide shall be treated with utmost confidentiality and shall be used for academic
purpose only.
Thank you for your cooperation.
Ma. Chinky A. Pintucan / Angelica R. Valeros

Proponents
Noted by:
JOHN MICHAEL FRANCIS COSIO, MBA

Marketing Research Adviser
Name:
41
Address:
Legend:
SA – VS - Strongly Agree - Very Satisfied

A – S - Agree – Satisfied
DA – SS - Disagree - Slightly Satisfied
SD – NS - Strongly Disagree - Not Satisfied
PERSPECTIVE OF CUSTOMER SA A- DA SD
- S - -
VS SS NS
1.1. Quality
1. The customer is satisfied with the quality
of the product.
2. The customer is satisfied with the graphics
and art incorporated.
3. The digital print are made firmly and long
lasting.
4. The customer is satisfied with the quality
of materials.
1.2. Capacity
1. Project Speed Decals can accommodate
bulk orders.
2. The digital machines can occupy series of
loads.
3. The customer can go back and forth easily
without hassles in any facilities of the Project
Speed Decals.
4. The capacity of staff of Project Speed
Decals is enough.
1.3. Pricing
1. The price is reasonable and affordable.
2. The service is right for its price.
3. Sales discount on bulk-buying.
4. The product look expensive for its price.
1.4. Reliability
1. The establishment operates in convenient
time.
2. Communication is clear as far as the order
requirement is concern.
3. I can access service information outside
42
the business premises.

4. I can always avail the service at any time.

1.5.
Responsiveness
1. Employees gives assistance and fast
service.
2. Employees informs when the products will
be available.
3. Employees are willing to help if I have
problems with the products.
4. Employees takes actions immediately in
queries and complains.

1.6. Assurance
1. Employees are knowledgeable about the
services.
2. Employees are professional and courteous.
3. Employees are able to solve the problem
with satisfactory.
4. Employees greeted warmly with a smile.
Appendix C
Name of Business Owner:
Address:

43
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
Brgy. Timbao, Biñan City, Laguna

Contact No: 0933-826-2888
Email Address: angelica_valeros@yahoo.com
CARRER OBJECTIVE:
To be able to realize my potentials as a
productive individual through hard
work, discipline and teamwork and the
same time contribute to the success of
ANGELICA R. VALEROS the organization I committed myself to.
Blk. 64 L15 Ph2 St. Joseph Village,

44
PERSONAL DATA: work under minimum

supervision
Date of Birth : August 08, 1991  Has a good communication skills
Place of Birth : Sto. Niño, Cagayan and time management skills
Civil Status : Single
Citizenship : Filipino
Height : 5’0” TRAINING / EXPERIENCES:
Weight : 50 kg.
Religion : Roman Catholic Philman Power Center, Inc. 15th Ave.
Sex : Female Murphy, Cubao, Quezon City Co.
Assigned: Middleby Philippines Corp.
EDUCATIONAL ATTAINMENT Laguna Technopark, City of Biñan,
Laguna
Trimex Colleges Receptionist/HR Assistant
(formerly Trimex Institute of Science Technology) August 2017 – 2020
Brgy. Poblacion, City of Biñan, Laguna
Bachelor of Science in Business CHARACTER REFERENCE:
Administration (BSBA)
Major in Marketing Management  Available upon request.
2017 - 2021
SPECIAL SKILLS: I hereby certify that the above
information is true and correct to the
 Proficient in Microsoft Office best of my knowledge and beliefs.
(Word Processing, Excel,
PowerPoint) and Search the Web
 Fast Learner/ Hardworking ANGELICA R. VALEROS
Applicant Signature
 Can easily adopt in any working
environment
 Effective in multi-tasking and
can

Address: 568 A. Mabini St. Dela Paz,
City of Biñan, Laguna
Email: chinkyarcega@gmail.com
Contact No. 09162259983
OBJECTIVE:
45
Seeking a position that can provide a WORK EXPERIENCE:

steady growth and learning • City Government of Biñan
opportunity to practice my profession 2nd floor Annex Bldg. Barangay
Zapote, City of Biñan, Laguna
and practical experience extensively.
Legislative staff
PERSONAL DATA: 2010 - Present
Citizenship: Filipino CHARACTER REFERENCE:

Date of Birth: 27 October 1985
Place of Birth: Biñan, Laguna • Available upon request.
Age: 35 years old
Civil Status: Married
Gender: Female I hereby certify that the above
Height: 5’1” information is true and correct to the
Weight: 50 kg. best of my knowledge and beliefs.
Religion: Catholic

Applicant Signature
EDUCATION:
Trimex Colleges
(formerly Trimex Institute of ScienceTechnology)
Brgy. Poblacion, City of Biñan, Laguna
Bachelor of Science in Business
Administration
Major in Marketing Management
SY: October 2017 – 2021
SKILLS:
• Adaptability
• Fast learner
• Computer Skills
• Time Management
• Effective in multi-tasking and can
work under minimum supervision
• Oral communication

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1

BACHELOR OF SCIENCE IN BUSINESS ADMINISTRATION

Customers Satisfaction and Challenges encountered on PROJECT SPEED DECALS:

Basis for Marketing Program

The Trimex Colleges of Laguna

Of the Requirements for the Degree of

Bachelor of Science in Business Administration

Major in Marketing Management

MA. CHINKY A. PINTUCAN

MR. JOHN MICHAEL FRANCIS D. COSIO, MBA

Chapter II REVIEW OF RELATED LITERATURE AND STUDIES

Chapter III METHODOLOGY

Chapter IV PRESENTATION, ANALYSIS AND INTERPRETATION OF DATA

 Problem 1 – Level of Customer Satisfaction

Chapter V SUMMARY OF FINDINGS, CONCLUSIONS AND

The study anchored on the Expectancy Disconfirmation by Richard L. Oliver

According to Andersen and Hjortskov explain (2016), the inability to confirm

Figure 1. The Research Paradigm

Statement of the Problem

1. To what extent is the Customer satisfaction acceptance level of Project Speed

1.5. Responsiveness and,

Scope and Delimitation

Significance of the Study

Researchers. The Researchers have a responsibility to communicate their research,

Customer. A customer is an individual or business that purchases another

Customer Satisfaction. It is a measure of how products and services supplied by a

Digital Printing. Digital printing is a printing technique using digital or electronic

Quality. Quality is the totality of features and characteristics of a product or service

Capacity. Capacity is the ability of someone or something to hold something.

Reliability. Reliability is defined as the probability that a product, system, or service

Responsiveness. Responsiveness is the quality of being responsive; reacting

Assurance. Assurance a positive declaration intended to give confidence; a promise.

Meanwhile according to Adamu (2017,) Customer satisfaction is a personal feeling

higher priority on customer satisfaction, because it has been seen as a prerequisite to

According to Ehsani (2015), that "quality of service is the customer's perception of

According to Isaza (2015), Capacity as an emergent quality of a combination of

Moreover, according to Uyoga, (2018) that the ability of employees to serve is an

According to Alabboodi (2019), there is a positive relationship between assurance

Gap/s Bridged by the Present Study

Adding customer value to products and applications is important to be able to

The researchers used the Descriptive Quantitative Research Design. Descriptive

Population of the study

Table 3.1. Likert Scale for Level of Customer Satisfaction

Data Gathering Procedure

Problem 1 – Level of Customer Satisfaction

Table 4.1. Level of Customer Satisfaction in terms of Quality

3.26 – 4.00 – Very Satisfied

According to Ehsani (2015), that "quality of service is the customer's perception of

Table 4.2. Level of Customer Satisfaction in terms of Capacity

3.26 – 4.00 – Very Satisfied

According to Isaza (2015), Capacity as an emergent quality of a combination of

Table 4.3. Level of Customer Satisfaction in terms of Pricing

3.26 – 4.00 – Very Satisfied

Table 4.4. Level of Customer Satisfaction in terms of Reliability

outside the business premises. Agree

3.26 – 4.00 – Very Satisfied

Table 4.5. Level of Customer Satisfaction in terms of Responsiveness

3.26 – 4.00 – Very Satisfied

Table 4.5 shows the Level of customer satisfaction in terms of Responsiveness.

Uyoga (2018), explains that the ability of employees to serve is an inherent

satisfaction, this encourages employees of an organizational organization who are able to

Table 4.6. Level of Customer Satisfaction in terms of Assurance

3.26 – 4.00 – Very Satisfied

According to Alabboodi (2019), there is a positive relationship between assurance