PROVIDENT BENEFIT CLAIMS

PROCEDURE AND
REQUIREMENTS PROCESSING TIME SERVICE QUALITY
Q1 Q2 Q3 Q1 Q2 Q3 Q1 Q2 Q3
5 5 5 3 3 3 4 3 4

2 2 3 4 4 4 5 5 5
5 5 5 5 5 5 5 4 5
5 4 4 4 4 4 5 5 5
3 3 3 3 3 3 4 4 4 LEVEL OF SATISFACTIO
5 5 5 4 4 3 5 4 5 CLAIMS
5 5 5 4 3 3 4 4 4
4 4 3 3 3 3 4 3 3
4 4 4 3 3 3 4 4 4 4.3
4 5 5 5 5 4 4 4 5 4
5 5 5 5 4 5 5 4 5 3.7
5 5 4 5 5 5 5 4 5
5 5 5 5 4 4 4 4 5
5 5 4 5 5 4 4 5 5
5 5 5 5 4 4 4 5 5
5 5 4 5 5 5 4 4 4
5 5 4 5 5 5 4 4 4
5 4 5 4 5 5 5 5 5
5 4 5 4 5 5 5 5 4
5 4 5 5 4 5 5 5 4
5 4 5 5 5 5 4 5 5
5 5 5 5 5 5 5 5 5
1 1 1 1 1 1 5 1 1
4 3 4 4 4 4 5 5 5
4 4 3 4 5 4 4 4 4
5 5 4 5 4 4 5 5 5
3 3 4 3 3 4 5 5 5
3 4 3 4 4 4 5 5 4
4 4 4 5 4 5 5 5 5
5 5 4 4 4 4 5 5 5
4 4 4 3 3 3 4 4 4
3 3 3 3 3 3 4 4 4
3 3 3 3 3 3 4 4 4
5 5 5 3 3 3 5 4 5
146 142 140 138 134 134 154 146 151 1285
4.29 4.18 4.12 4.059 3.941 3.941 4.53 4.29 4.44 37.794118 4.20
4.20 3.98 4.42 13
 LEVEL OF
SATISFACTION
REQUIREMENTS 4.2
PROCEDURE AND PROCESSING TIME 3.98 MEAN
OVERALL
SERVICE QUALITY 4.42 MEAN

LEVEL OF SATISFACTION ON PROVIDENT BENEFIT

CLAIMS

4.3
4 LEVEL OF SATISFACTION
3.7

OVERALL SATISFACTION
4.20
 PROVIDENT BENEFIT CLAIMS
PROCEDURE AND PROCESSING
REQUIREMENTS TIME SERVICE QUALITY

Q1 Q2 Q3 Q1 Q2 Q3 Q1 Q2 Q3
4.29 4.18 4.12 4.06 3.94 3.94 4.53 4.29 4.44

4.20
 OVERALL SUMMARY OUTPUT
AGE
SATISFACTION
36 3 Regression Statistics
51 3 Multiple R 0.17
36 3 R Square 0.03
36 4 Adjusted R Square 0.03
60 3 Standard Error 0.72
57 3 Observations 200
67 3
62 3 ANOVA
35 3 df SS MS F
25 4 Regression 1 3.22 3.22 6.16
45 4 Residual 198 103.65 0.52
28 4 Total 199 106.88
25 5
42 4 Coefficients Standard Error t Stat P-value
60 4 Intercept 4.57 0.17 27.51 0.00
58 4 X Variable 1 -0.01 0.00 -2.48 0.01
48 3
51 3
60 4 as age increases level of satisfaction decreases
59 4 OVERALL SATISFACTION
59 4 6
44 3
36 2 5
55 4
f(x) = − 0.010397953383557 x + 4.56684687325935
Level of satisfaction

30 5 4
45 5
OVERALL SATISFACTION
44 4 3
Linear (OVERALL SATISFAC
23 4
28 4 2
25 4
1
22 4
32 5
0
28 4 10 20 30 40 50 60 70
30 4
Age
23 4
65 3
58 5
56 4
23 4
30 4
61 5
63 3
27 3
46 4
26 4
26 4
32 4
29 3
46 4
23 4
32 3
25 3
36 5
43 4
50 5
60 4
32 4
38 5
43 4
51 4
22 5
24 4
22 4
45 4
33 5
21 5
41 4
39 5
27 5
35 4
36 5
57 4
32 5
35 5
26 5
57 3
25 4
41 5
45 5
59 4
42 5
27 5
28 5
29 5
31 4
32 4
33 5
20 5
22 4
51 4
54 5
48 5
37 5
23 5
54 4
26 5
32 5
35 5
42 5
20 4
27 5
30 4
33 4
41 5
36 5
29 4
30 4
40 3
42 5
26 4
36 5
39 4
38 5
40 5
57 4
37 5
40 5
60 5
31 5
28 5
32 4
24 5
29 5
22 5
30 5
24 5
23 5
29 3
24 4
26 3
25 3
28 5
24 2
24 4
33 4
26 4
20 4
24 5
48 4
26 4
52 5
64 2
50 4
37 3
25 5
41 4
30 5
56 4
24 4
36 3
46 4
39 4
52 4
53 4
39 4
21 4
28 5
34 4
41 5
24 4
49 4
60 5
57 4
64 4
44 4
32 4
56 5
53 4
45 5
63 5
36 4
29 5
42 3
35 4
28 4
36 5
32 5
33 4
44 4
38 4
35 3
33 5
27 3
36 5
29 5
29 4
40 5
39 4
49 4
30 4
37 5
26 4
23 4
60 3
35 3
46 3
25 4
27 4
33 4
35 4
 Significance F
0.01

Lower 95% Upper 95% Lower 95.0% Upper 95.0%

4.24 4.89 4.24 4.89
-0.02 0.00 -0.02 0.00

ction decreases
N

OVERALL SATISFACTION
Linear (OVERALL SATISFACTION)
 PROFILE

ID # OVERALL
CIVIL OCCUPATION INCOME SATISFACTION
AGE SEX
STATUS

001 36 1 2 2 1 3
002 51 2 2 2 1 3
003 36 2 1 2 2 3
004 36 2 1 2 1 4
005 60 2 2 2 3 3
006 57 1 1 2 4 3
007 67 1 2 3 1 3
008 62 2 2 3 1 3
009 35 1 2 1 2 3
010 25 2 1 1 2 4
011 45 2 1 1 2 4
012 28 1 1 1 2 4
013 25 2 1 1 2 5
014 42 2 2 2 3 4
015 60 2 2 2 3 4
016 58 1 2 2 4 4
017 48 1 2 2 4 3
018 51 2 2 2 1 3
019 60 2 3 2 2 4
020 59 1 2 2 2 4
021 59 1 2 2 1 4
022 44 1 1 2 3 3
023 36 1 2 2 1 2
024 55 1 2 3 2 4
025 30 2 2 2 3 5
026 45 2 3 3 2 5
027 44 1 2 2 3 4
028 23 1 1 1 1 4
029 28 1 1 1 2 4
030 25 2 1 2 2 4
031 22 2 1 1 2 4
032 32 1 2 1 3 5
033 28 2 1 1 2 4
034 30 2 2 2 3 4
035 23 1 1 2 2 4
036 65 1 3 3 2 3
037 58 2 3 2 2 5
038 56 1 2 1 3 4
039 23 2 1 2 2 4
040 30 1 2 1 2 4
041 61 2 2 3 2 5
042 63 1 3 3 3 3
043 27 2 2 1 2 3
044 46 1 2 1 3 4
045 26 2 1 1 2 4
046 26 2 1 1 2 4
047 32 1 2 1 2 4
048 29 1 2 2 2 3
049 46 2 2 1 2 4
050 23 1 1 1 1 4
051 32 2 2 1 2 3
052 25 1 1 1 2 3
053 36 2 2 2 3 5
054 43 2 1 2 2 4
055 50 1 3 3 2 5
056 60 2 2 2 3 4
057 32 1 2 1 1 4
058 38 1 1 2 3 5
059 43 2 2 2 3 4
060 51 2 2 2 2 4
061 22 1 2 1 1 5
062 24 2 1 1 1 4
063 22 2 1 1 2 4
064 45 2 2 1 2 4
065 33 2 2 1 2 5
066 21 1 2 1 1 5
067 41 1 2 1 1 4
068 39 2 2 3 1 5
069 27 1 1 1 1 5
070 35 1 2 3 1 4
071 36 2 2 2 2 5
072 57 2 3 3 2 4
073 32 1 2 1 1 5
074 35 1 1 1 2 5
075 26 2 1 1 2 5
076 57 1 2 1 2 3
077 25 1 1 2 1 4
078 41 2 2 3 1 5
079 45 2 2 2 3 5
080 59 1 2 2 2 4
081 42 1 1 2 2 5
082 27 1 2 3 1 5
083 28 2 1 2 3 5
084 29 2 1 2 3 5
085 31 2 2 2 2 4
086 32 1 2 2 2 4
087 33 2 1 1 1 5
088 20 2 1 3 1 5
089 22 1 1 3 1 4
090 51 1 2 2 3 4
091 54 2 2 1 2 5
092 48 1 2 2 2 5
093 37 2 1 2 2 5
094 23 1 1 1 2 5
095 54 2 2 1 2 4
096 26 2 1 1 2 5
097 32 1 2 2 2 5
098 35 1 2 2 2 5
GENDER 1=MALE
2=FEMALE

CIVIL STATUS 1=SINGLE

2=MARRIED
3=WIDOWED

OCCUPATION 1=PRIVATE EMPLOYEE

2=GOVERNMENT EMPLOYEE
3=SELF EMPLOYED

INCOME 1=BELOW 10,000

2=10,001-30,000
3=30,001-50,000
4=50,001 ABOVE

SERVICES 1=MULTI-PURPOSE LOAN

AVAILED 2=PROVIDENT BENEFIT CLAIMS
3=HOUSING LOAN

1=MATURITY
TYPE OF 2=RETIREMENT
PROVIDENT
BENEFIT 3=TOTAL DISABILITY/INSANITY/HEALTH REASON
CLAIMS 4=DEATH
5=PERMANENT DEPARTURE FORM THE COUNTRY
 OVERALL SUMMARY OUTPUT
SEX
SATISFACTION
1 3 Regression Statistics
2 3 Multiple R 0.084
2 3 R Square 0.007
2 4 Adjusted R Square 0.002
2 3 Standard Error 0.732
1 3 Observations 200
1 3
2 3 ANOVA
1 3 df SS MS
2 4 Regression 1 0.75 0.75
2 4 Residual 198 106.13 0.54
1 4 Total 199 106.88
2 5
2 4 Coefficients Standard Error t Stat
2 4 Intercept 3.99 0.17 23.71
1 4 X Variable 1 0.12 0.10 1.18
1 3
2 3
2 4
1 4
1 4
1 3
1 2
1 4
2 5
2 5
1 4
1 4
1 4
2 4
2 4
1 5
2 4
2 4
1 4
1 3
2 5
1 4
2 4
1 4
2 5
1 3
2 3
1 4
2 4
2 4
1 4
1 3
2 4
1 4
2 3
1 3
2 5
2 4
1 5
2 4
1 4
1 5
2 4
2 4
1 5
2 4
2 4
2 4
2 5
1 5
1 4
2 5
1 5
1 4
2 5
2 4
1 5
1 5
2 5
1 3
1 4
2 5
2 5
1 4
1 5
1 5
2 5
2 5
2 4
1 4
2 5
2 5
1 4
1 4
2 5
1 5
2 5
1 5
2 4
2 5
1 5
1 5
2 5
1 4
2 5
2 4
1 4
2 5
1 5
2 4
1 4
2 3
1 5
2 4
1 5
2 4
1 5
1 5
1 4
1 5
1 5
2 5
2 5
1 5
1 4
2 5
1 5
2 5
1 5
1 5
2 5
1 3
2 4
2 3
1 3
2 5
1 2
2 4
2 4
2 4
2 4
1 5
2 4
1 4
2 5
1 2
1 4
2 3
1 5
2 4
1 5
1 4
1 4
2 3
1 4
2 4
1 4
2 4
2 4
2 4
1 5
1 4
2 5
2 4
2 4
1 5
1 4
2 4
2 4
1 4
1 5
2 4
2 5
2 5
2 4
2 5
1 3
2 4
2 4
2 5
2 5
2 4
1 4
1 4
2 3
2 5
2 3
2 5
2 5
2 4
2 5
2 4
2 4
2 4
1 5
2 4
1 4
1 3
1 3
2 3
2 4
1 4
2 4
1 4
 F Significance F
1.40 0.24

P-value Lower 95% Upper 95% Lower 95.0% Upper 95.0%

0.00 3.65 4.32 3.65 4.32
0.24 -0.08 0.33 -0.08 0.33
 SUMMARY OUTPUT
CIVIL OVERALL
STATUS SATISFACTION
Regression Statistics
2 3 Multiple R 0.087
2 3 R Square 0.008
1 3 Adjusted R Square 0.003
1 4 Standard Error 0.732
2 3 Observations 200
1 3
2 3 ANOVA
2 3 df SS MS
2 3 Regression 1 0.81 0.81
1 4 Residual 198 106.06 0.54
1 4 Total 199 106.875
1 4
1 5 Coefficients Standard Error t Stat
2 4 Intercept 4.37 0.17 25.85
2 4 X Variable 1 -0.12 0.09 -1.23
2 4
2 3
2 3
3 4
2 4
2 4
1 3
2 2
2 4
2 5
3 5
2 4
1 4
1 4
1 4
1 4
2 5
1 4
2 4
1 4
3 3
3 5
2 4
1 4
2 4
2 5
3 3
2 3
2 4
1 4
1 4
2 4
2 3
2 4
1 4
2 3
1 3
2 5
1 4
3 5
2 4
2 4
1 5
2 4
2 4
2 5
1 4
1 4
2 4
2 5
2 5
2 4
2 5
1 5
2 4
2 5
3 4
2 5
1 5
1 5
2 3
1 4
2 5
2 5
2 4
1 5
2 5
1 5
1 5
2 4
2 4
1 5
1 5
1 4
2 4
2 5
2 5
1 5
1 5
2 4
1 5
2 5
2 5
2 5
1 4
1 5
2 4
2 4
2 5
1 5
1 4
2 4
2 3
2 5
1 4
2 5
1 4
1 5
3 5
2 4
1 5
1 5
2 5
1 5
2 5
2 4
1 5
1 5
1 5
1 5
2 5
1 5
1 3
1 4
2 3
2 3
2 5
2 2
1 4
2 4
2 4
1 4
2 5
1 4
2 4
2 5
2 2
3 4
1 3
1 5
2 4
1 5
3 4
1 4
2 3
2 4
2 4
2 4
2 4
2 4
1 4
2 5
2 4
2 5
1 4
2 4
2 5
2 4
2 4
2 4
2 4
2 5
2 4
2 5
2 5
2 4
2 5
2 3
2 4
2 4
2 5
2 5
2 4
2 4
2 4
2 3
2 5
1 3
2 5
2 5
1 4
2 5
2 4
2 4
2 4
2 5
2 4
1 4
2 3
2 3
2 3
2 4
1 4
1 4
2 4
 F Significance F
1.52 0.22

P-value Lower 95% Upper 95% Lower 95.0% Upper 95.0%

0.00 4.04 4.71 4.04 4.71
0.22 -0.30 0.07 -0.30 0.07
 SUMMARY OUTPUT
OVERALL
OCCUPATION SATISFACTION
Regression Statistics
2 3 Multiple R 0.023
2 3 R Square 0.001
2 3 Adjusted R Square -0.005
2 4 Standard Error 0.734
2 3 Observations 200
2 3
3 3 ANOVA
3 3 df SS MS
1 3 Regression 1 0.06 0.06
1 4 Residual 198 106.82 0.54
1 4 Total 199 106.875
1 4
1 5 Coefficients Standard Error t Stat
2 4 Intercept 4.13 0.14 28.55
2 4 X Variable 1 0.03 0.08 0.33
2 4
2 3
2 3
2 4
2 4
2 4
2 3
2 2
3 4
2 5
3 5
2 4
1 4
1 4
2 4
1 4
1 5
1 4
2 4
2 4
3 3
2 5
1 4
2 4
1 4
3 5
3 3
1 3
1 4
1 4
1 4
1 4
2 3
1 4
1 4
1 3
1 3
2 5
2 4
3 5
2 4
1 4
2 5
2 4
2 4
1 5
1 4
1 4
1 4
1 5
1 5
1 4
3 5
1 5
3 4
2 5
3 4
1 5
1 5
1 5
1 3
2 4
3 5
2 5
2 4
2 5
3 5
2 5
2 5
2 4
2 4
1 5
3 5
3 4
2 4
1 5
2 5
2 5
1 5
1 4
1 5
2 5
2 5
1 5
1 4
2 5
1 4
1 4
1 5
2 5
2 4
2 4
2 3
2 5
1 4
1 5
3 4
2 5
1 5
1 4
2 5
1 5
2 5
1 5
2 5
2 4
1 5
1 5
1 5
2 5
1 5
2 5
1 3
2 4
2 3
1 3
2 5
1 2
1 4
1 4
1 4
1 4
3 5
1 4
3 4
2 5
2 2
1 4
2 3
2 5
1 4
2 5
1 4
1 4
2 3
2 4
1 4
1 4
2 4
1 4
1 4
1 5
1 4
2 5
1 4
3 4
3 5
2 4
2 4
2 4
2 4
2 5
2 4
2 5
2 5
2 4
2 5
2 3
2 4
2 4
1 5
1 5
1 4
2 4
2 4
2 3
2 5
2 3
2 5
2 5
2 4
2 5
2 4
2 4
2 4
2 5
1 4
1 4
1 3
1 3
1 3
1 4
2 4
1 4
1 4
 F Significance F
0.11 0.74

P-value Lower 95% Upper 95% Lower 95.0% Upper 95.0%

0.00 3.85 4.42 3.85 4.42
0.74 -0.13 0.18 -0.13 0.18
 SUMMARY OUTPUT
OVERALL
INCOME SATISFACTION
Regression Statistics
1 3 Multiple R 0.00
1 3 R Square 0.00
2 3 Adjusted R Square -0.01
1 4 Standard Error 0.73
3 3 Observations 200
4 3
1 3 ANOVA
1 3 df SS MS
2 3 Regression 1 0.00 0.00
2 4 Residual 198 106.87 0.54
2 4 Total 199 106.88
2 4
2 5 Coefficients Standard Error t Stat
3 4 Intercept 4.18 0.15 27.69
3 4 X Variable 1 0.00 0.06 -0.04
4 4
4 3
1 3
2 4
2 4
1 4
3 3
1 2
2 4
3 5
2 5
3 4
1 4
2 4
2 4
2 4
3 5
2 4
3 4
2 4
2 3
2 5
3 4
2 4
2 4
2 5
3 3
2 3
3 4
2 4
2 4
2 4
2 3
2 4
1 4
2 3
2 3
3 5
2 4
2 5
3 4
1 4
3 5
3 4
2 4
1 5
1 4
2 4
2 4
2 5
1 5
1 4
1 5
1 5
1 4
2 5
2 4
1 5
2 5
2 5
2 3
1 4
1 5
3 5
2 4
2 5
1 5
3 5
3 5
2 4
2 4
1 5
1 5
1 4
3 4
2 5
2 5
2 5
2 5
2 4
2 5
2 5
2 5
2 5
1 4
2 5
2 4
2 4
2 5
2 5
2 4
2 4
3 3
3 5
1 4
3 5
2 4
4 5
3 5
3 4
2 5
1 5
4 5
1 5
2 5
2 4
2 5
1 5
1 5
2 5
1 5
2 5
2 3
1 4
3 3
2 3
3 5
2 2
1 4
2 4
2 4
1 4
2 5
2 4
2 4
3 5
4 2
2 4
3 3
3 5
3 4
2 5
3 4
2 4
3 3
3 4
2 4
2 4
3 4
2 4
2 4
2 5
2 4
3 5
2 4
3 4
3 5
4 4
4 4
3 4
2 4
4 5
4 4
4 5
4 5
3 4
2 5
3 3
3 4
3 4
3 5
2 5
2 4
3 4
3 4
3 3
3 5
2 3
3 5
3 5
3 4
3 5
3 4
3 4
3 4
3 5
1 4
1 4
2 3
2 3
2 3
2 4
2 4
2 4
2 4
 F Significance F
0.00 0.97

P-value Lower 95% Upper 95% Lower 95.0% Upper 95.0%

0.00 3.88 4.48 3.88 4.48
0.97 -0.13 0.12 -0.13 0.12
 MULTI-PURPOSE LOAN
2A. REQUIREMENTS
1 Hindi mahirap hanapin ang mga dokumentong kailangan
2 Hindi magastos ang pagkuha ng mga dokumento o rekisitong
3 kailangan
Konti lang ang dokumentong ipinapasa
MEAN
2B. PROCEDURE AND PROCESSING TIME
1 Kaunti lamang ang prosesong pinagdaanan para pakuha ang utang
2 Madali lang ang proseso ng pagkuha ng utang
3 Mabilis ang proseso ng pag-apruba at pagkuha ng utang
MEAN
2C. SERVICE QUALITY
1 Ang mga empelyado ay propesyunal, magalang, mabait, may kakayanan at kaalaman
at nagbibigay ng patas na serbisyo
2 Madaling malaman ang mga impormasyon dahil sa mga malinaw at naaayon na mga
karatulang nakapaskil sa opisina
3 Malinis, maayos at ligtas ang lugar at may pasilidad na nakalaan para sa mga buntis,
may edad at may kapansanan
MEAN
PROVIDENT BENEFIT CLAIMS
3A. REQUIREMENTS
1 Hindi mahirap hanapin ang mga dokumentong kailangan
2 Hindi magastos ang pagkuha ng mga dokumento o rekisitong
3 kailangan
Konti lang ang dokumentong ipinapasumite
MEAN
3B. PROCEDURE AND PROCESSING TIME
1 Kaunti lamang ang prosesong pinagdaanan para pakuha ang
2 benepisyo
Madali lang ang proseso ng pagkuha ng benepisyo
3 Mabilis ang proseso ng pag-apruba at pagkuha ng benepisyo
MEAN
3C. SERVICE QUALITY
1 Ang mga empelyado ay propesyunal, magalang, mabait, may kakayan at kaalaman
at nagbibigay ng patas na serbisyo
2 Madaling malaman ang mga impormasyon dahil sa mga malinay at naaayon na
mga nakapaskil sa lugar
3 Madaling malaman ang mga impormasyon dahil sa mga malinaw at naaayon na mga
karatulang nakapaskil sa opisina
MEAN
HOUSING LOAN
4A. REQUIREMENTS
1 Hindi mahirap hanapin ang mga dokumentong kailangan
2 Hindi magastos ang pagkuha ng mga dokumento o rekisitong
kailangan
 3 Konti lang ang dokumentong ipinapasa
MEAN
4B. PROCEDURE AND PROCESSING TIME
1 Kaunti lamang ang prosesong pinagdaanan para pakuha ang utang
2 Madali lang ang proseso ng pagkuha ng utang
3 Mabilis ang proseso ng pag-apruba at pagkuha ng utang
MEAN
4C. SERVICE QUALITY
1 Ang mga empelyado ay propesyunal, magalang, mabait, may kakayan at kaalaman
at nagbibigay ng patas na serbisyo
2 Madaling malaman ang mga impormasyon dahil sa mga malinay at naaayon na
mga nakapaskil sa lugar
3 Madaling malaman ang mga impormasyon dahil sa mga malinaw at naaayon na mga
karatulang nakapaskil sa opisina
MEAN
MEAN
WM DESCRIPTION

4.30 HIGHLY SATISFIED

4.34 HIGHLY SATISFIED
4.38 HIGHLY SATISFIED
4.34

4.26 HIGHLY SATISFIED

4.17 HIGHLY SATISFIED
4.19 HIGHLY SATISFIED
4.21

HIGHLY SATISFIED
4.40

HIGHLY SATISFIED
4.36

HIGHLY SATISFIED
4.39
4.39

4.29 HIGHLY SATISFIED

4.18 HIGHLY SATISFIED
4.12 HIGHLY SATISFIED
4.20

4.06 HIGHLY SATISFIED

3.94 SATISFIED
3.94 SATISFIED
3.98

4.53 HIGHLY SATISFIED

4.29 HIGHLY SATISFIED

4.44 HIGHLY SATISFIED

4.44

3.89 SATISFIED
3.79 SATISFIED
3.92 SATISFIED
3.86

3.79 SATISFIED
3.80 SATISFIED
3.82 SATISFIED
3.80

4.18 HIGHLY SATISFIED

4.02 HIGHLY SATISFIED

4.13 HIGHLY SATISFIED

4.13
5.38 HIGHLY SATISFIED
 MULTI-PURPOSE LOAN PROVIDENT BENEFIT CLAIMS
PROCEDURE AND
REQUIREMENTS PROCESSING SERVICE QUALITY REQUIREMENTS PROCEDURE AND SERVICE QUALITY
TIME PROCESSING TIME

Q1 Q2 Q3 Q1 Q2 Q3 Q1 Q2 Q3 Q1 Q2 Q3 Q1 Q2 Q3 Q1
3 3 3 3 3 3 3 3 3 5 5 5 3 3 3 4
3 3 3 3 3 3 3 3 3 2 2 3 4 4 4 5
4 4 4 4 4 4 4 4 4 5 5 5 5 5 5 5
3 3 3 3 3 3 3 3 3 5 4 4 4 4 4 5
3 3 3 3 3 3 4 4 4 3 3 3 3 3 3 4
4 4 4 4 4 4 4 4 4 5 5 5 4 4 3 5
4 4 4 4 4 4 4 4 4 5 5 5 4 3 3 4
5 5 5 5 5 5 5 5 5 4 4 3 3 3 3 4
3 4 4 3 4 4 3 3 3 4 4 4 3 3 3 4
4 4 4 4 4 4 4 4 4 4 5 5 5 5 4 4
3 3 3 3 3 3 3 3 3 5 5 5 5 4 5 5
4 4 4 4 4 4 4 4 4 5 5 4 5 5 5 5
4 4 4 4 4 4 4 4 4 5 5 5 5 4 4 4
4 4 4 4 4 4 4 4 4 5 5 4 5 5 4 4
2 2 2 2 2 2 2 2 2 5 5 5 5 4 4 4
3 3 3 4 4 4 2 3 3 5 5 4 5 5 5 4
5 5 5 5 5 5 5 5 5 5 5 4 5 5 5 4
5 5 5 5 5 5 5 5 5 5 4 5 4 5 5 5
4 4 4 4 4 4 4 4 4 5 4 5 4 5 5 5
5 4 5 5 5 4 4 5 4 5 4 5 5 4 5 5
5 4 4 3 3 3 4 4 3 5 4 5 5 5 5 4
4 4 4 3 3 5 5 5 5 5 5 5 5 5 5 5
3 3 3 4 4 4 5 4 5 1 1 1 1 1 1 5

4 4 4 4 4 4 4 4 4 4 3 4 4 4 4 5
5 5 5 5 4 4 5 4 5 4 4 3 4 5 4 4
4 4 4 4 3 3 5 5 5 5 5 4 5 4 4 5
4 4 4 5 5 5 5 5 5 3 3 4 3 3 4 5
4 5 5 4 3 3 4 4 5 3 4 3 4 4 4 5
5 5 5 4 4 4 4 4 4 4 4 4 5 4 5 5
5 5 5 4 4 3 5 5 5 5 5 4 4 4 4 5
4 4 4 4 4 4 5 4 4 4 4 4 3 3 3 4
4 5 4 4 4 4 5 5 4 3 3 3 3 3 3 4
5 4 5 4 5 5 5 5 5 3 3 3 3 3 3 4
5 5 5 5 5 5 5 5 5 5 5 5 3 3 3 5
5 5 5 5 5 4 5 5 5 146 142 140 138 134 134 154
4 4 5 4 4 4 3 5 4 4.29 4.18 4.12 4.059 3.941 3.941 4.53
5 4 4 5 4 5 5 4 4
3 4 4 5 3 3 4 3 4
4 4 4 5 4 4 5 5 5
5 5 5 5 5 5 5 4 5
4 4 5 4 4 3 3 4 4
5 5 5 4 4 4 5 5 5
5 5 5 5 5 5 5 5 5
5 5 5 5 5 5 5 5 5
4 4 3 4 4 4 5 4 4
5 5 5 5 4 5 4 4 5
5 5 5 5 4 3 3 4 4
4 4 5 4 4 4 5 5 4
5 5 5 5 4 4 5 5 4
5 5 5 5 4 4 4 5 5
5 5 5 5 3 4 5 5 4
5 5 5 5 4 4 4 5 4
4 5 5 4 4 5 4 5 5
4 5 5 4 5 5 4 5 5
5 5 5 5 4 4 5 5 4
5 5 5 5 5 5 4 5 5
5 5 5 5 5 5 5 5 5
4 4 4 4 5 5 5 4 5
5 5 5 4 4 5 5 4 5
4 4 4 3 3 3 4 4 4
4 5 5 4 5 5 5 4 4
4 4 4 4 4 4 4 4 4
5 5 4 5 5 5 4 5 5
5 4 5 4 5 5 5 4 5
5 5 4 5 5 4 4 4 5
5 4 5 5 5 5 5 5 5
5 4 4 5 5 5 4 4 5
5 5 5 5 5 5 5 5 5
5 5 5 5 5 5 5 5 5
5 5 5 5 5 5 5 5 5
5 5 5 5 5 5 5 5 5
4 4 4 4 4 4 5 4 4
5 5 5 5 5 5 5 5 5
1 1 1 1 1 1 5 1 1
5 4 4 4 5 4 4 4 4
4 4 4 4 4 4 5 5 5
4 4 4 4 4 4 3 4 4
5 5 4 5 4 4 5 4 5
5 5 5 5 4 5 4 5 5
5 5 5 4 4 4 4 5 4
4 4 4 3 3 3 4 3 4
4 5 4 4 4 5 5 5 5
5 5 5 4 4 4 4 4 4
2 2 4 4 4 3 3 4 4
5 5 5 4 4 5 5 4 4
 5 5 5 5 5 5 5 5 5
5 5 5 4 4 4 5 4 5
4 5 5 5 5 5 5 5 5
4 4 5 4 5 4 5 5 5
4 5 5 5 5 5 5 5 5
5 5 5 5 5 5 5 5 5
4 5 5 5 5 5 5 5 5
3 3 3 2 2 3 4 4 4
5 5 5 5 5 5 5 5 5
4 4 4 5 5 5 4 5 4
4 5 5 4 4 4 5 4 4
4 4 4 5 5 5 5 5 5
5 5 5 5 5 5 5 5 5
3 3 3 3 3 3 3 3 3
5 5 5 5 5 5 5 5 5
5 5 5 5 5 5 5 5 5
5 5 5 5 5 5 5 5 5
4 4 4 4 4 4 4 4 4
4 4 4 4 4 4 4 4 4
4 4 4 3 3 3 5 5 5
452 456 460 447 438 440 462 458 461
4.3 4.34 4.38 4.26 4.17 4.19 4.4 4.36 4.39 4074
38.8
4.31
multiple regression
beta = coefficient
t stat = t value
p value = p value
remark = ikaw maglagay
no more decision (reject or accept Hypothesis)
IT CLAIMS HOUSING LOAN

SERVICE QUALITY REQUIREMENTS PROCEDURE AND SERVICE QUALITY

PROCESSING TIME

Q2 Q3 Q1 Q2 Q3 Q1 Q2 Q3 Q1 Q2 Q3 HIGHLY UNSATISFIED
3 4 2 2 3 3 3 3 2 3 3
5 5 3 3 3 3 3 3 3 3 3
4 5 3 3 3 3 3 3 3 3 3
5 5 3 3 3 3 3 3 3 3 3
4 4 4 4 4 3 3 3 4 4 4
4 5 4 4 4 4 4 4 4 4 4
4 4 3 3 3 3 3 3 4 4 4
3 3 3 3 3 3 3 3 4 4 4
4 4 3 5 3 4 4 4 5 4 5
4 5 3 4 3 5 5 5 5 5 5
4 5 4 4 3 3 3 3 4 4 4
4 5 3 3 3 3 3 3 4 4 4
4 5 3 3 3 2 2 2 3 2 3
5 5 4 3 3 4 3 3 4 4 4
5 5 5 5 5 5 5 5 5 5 5
4 4 5 5 5 5 4 3 3 4 4
4 4 5 5 5 5 4 5 5 4 5
5 5 5 5 5 5 5 5 5 4 5
5 4 4 4 4 4 4 4 4 4 3
5 4 5 4 5 4 4 4 4 4 4
5 5 4 4 4 3 3 4 4 5 4
5 5 5 5 5 5 5 5 5 5 5
1 1 4 4 4 4 4 4 4 3 3

5 5 5 5 5 5 3 4 3 4 4
4 4 5 4 5 5 5 4 4 4 5
5 5 5 4 5 4 5 5 5 4 5
5 5 5 4 5 4 5 4 5 4 5
5 4 4 4 4 4 4 5 5 5 5
5 5 5 5 5 4 4 5 5 5 5
5 5 5 4 5 4 5 5 5 5 4 LEVEL OF SATISF
4 4 3 3 3 3 3 3 3 3 3
4 4 5 4 5 4 5 5 4 5 5
4 4 5 4 5 4 5 5 5 5 5
4.4
4 5 5 4 5 5 4 5 5 5 5
146 151 1285 5 4 5 4 5 5 4 5 4 4.3
4.29 4.44 37.794118 4.20 1 1 1 1 1 1 5 2 2 4.2
3 3 3 3 3 3 4 2 2 4.1
2 2 2 2 2 2 5 2 2 4
3 4 3 2 3 2 4 4 4 3.9
4 3 3 4 4 4 5 4 5 3.8
3.7
MPL CLA
 4.1
4
3.9
3.8
4 4 4 3 4 4 4 3 4 3.7
3 3 3 4 3 4 4 3 4 MPL CLA
3 4 4 4 4 3 4 5 5
3 4 4 3 4 4 4 4 5
3 4 4 4 4 4 4 4 4
3 4 4 3 4 4 5 5 5
3 3 3 4 3 4 4 4 4
4 4 4 3 4 3 4 5 5
4 3 4 4 4 4 5 5 4
5 4 5 5 5 5 4 4 5
4 4 4 5 4 3 4 4 4
4 4 4 5 5 5 5 5 5
5 5 5 5 5 5 5 5 5
3 3 4 4 3 3 3 3 3
5 5 5 5 5 5 5 5 5
5 4 4 4 4 4 5 5 5
4 4 4 3 3 3 4 4 4
4 4 4 4 4 4 4 4 4
3 3 3 3 3 3 3 3 3
4 4 4 4 4 4 4 4 4
4 4 4 4 4 4 4 4 4
0 231 239 231 232 233 255 245 252 2155
3.89 3.79 3.92 3.787 3.803 3.82 4.18 4.02 4.13 35.327869
accept Hypothesis)
 no. of
level of satisfaction respondents
HIGHLY UNSATISFIED 0
UNSATISFIED 3
NEUTRAL 30
SATISFIED 96
HIGHLY SATISFIED 71

level of satisfaction of respondents

100
80
60
40 no. of respondents
20
0
L
IED IED RA IED IED
IT SF IT SF UT IT SF IT SF
SA SA NE SA A
UN UN LYS
LY GH
IGH HI
H

TYPE OF LEVEL OF
TRANSACTION SATISFACTION'
MPL 4.31
CLAIMS 4.2
HL 3.93

LEVEL OF SATISFACTION ON SERVICES RENDERED

4.4
4.3
4.2 LEVEL OF SATISFACTION'
4.1
4
3.9
3.8
3.7
MPL CLAIMS HL
4.1
4
3.9
3.8
3.7
MPL CLAIMS HL

239.444444444444
3.93
THE SIGINIFICANT RELATIONSHIP ON PROFILE AND LEVEL OF
SATISFACTION

INDICATOR BETA T-VALUE P-VALUE Remark

AGE 4.57 27.51 0.00 S
SEX 3.99 23.71 0.00 S
CIVIL STATUS 4.37 25.85 0.00 S
OCCUPATION 4.13 28.55 0.00 S
INCOME 4.18 27.69 0.00 S