Republic of the Philippines

Department of Education
Division of Occidental Mindoro
Occidental Mindoro National High School

Service Performance of the Employees in Mercury Drug Store towards the Costumer at
Brgy. 6 Mamburao Occidental Mindoro

In Partial Fulfillment for the Completion

of Inquiries, Investigation, & Immersion

Inquiries, Investigation, & Immersion Subject Teacher:

Ms. Brenda Elaine A. Basco

Researchers:

Fallarna, Juvan F.

Macatangay, Mariel M.

Pareja, Princess Izzy P.

Robito, Madelle U.

CHAPTER 1
 INTRODUCTION

According to Mercury Drug Corporation, Mercury Drug is more than just a pharmacy, it is
the country’s trusted and caring health and wellness partner, providing the widest range of
branded and generic medicines, as well as a complete line of healthcare and personal care
products, including medical devices, and basic everyday needs. Through the years, Mercury
Drug has opened store after store all over the Philippines to bring medicines within easy reach of
its customers.
Mercury Drug Store is a Philippine-based pharmacy chain known for its wide range of
pharmaceutical products, medical supplies, and health and wellness services. The performance of
its employees in providing quality service to customers plays a crucial role in maintaining its
reputation as a trusted and reliable healthcare provider. In terms of service performance, the
employees of Mercury Drug Store are expected to exhibit professionalism, courtesy, and
efficiency when dealing with customers. They are trained to provide prompt and accurate
assistance to customers, whether in the form of advice on medication and health-related
concerns, processing of prescriptions, or handling of transactions.
One key aspect of service performance in Mercury Drug Store is customer satisfaction. The
employees are trained to listen attentively to customers’ needs, provide relevant information and
recommendations, and address any concerns or issues promptly and effectively. They are also
encouraged to go the extra mile in ensuring that customers feel valued and appreciated. Another
important factor in service performance is reliability and consistency. Customers expect the same
level of quality services regardless of which branch they visit or which employee they interact
with. Thus, Mercury Drug Store puts emphasis on training its employees to adhere to standard
operating procedures and customer service protocols to ensure consistency in the quality of
service provided.
In summary, the service performance of employees in Mercury Drug Store towards
customers is essential in maintaining the company’s reputation as a trusted and reliable
healthcare provider. The employees are trained to exhibit professionalism, courtesy, efficiency,
and reliability, while prioritizing customer satisfaction.

BACKGROUND OF THE STUDY

The study of service performance of employees in Mercury Drug Store towards customers is
an important area of research in the field of customer service and retail management. Customer
service is a critical aspect of any business, especially in the retail industry, where the success of
the business largely depends on the satisfaction of the customers.
The purpose of this study is to assess the service performance of employees in Mercury Drug
Store towards customers and to identify the factors that affect customer satisfaction. The study
aims to provide insights into the factors that influence customer satisfaction, which can help
Mercury Drug Store to improve its service quality and enhance customer loyalty.
The study will likely involve collecting data through surveys, interview, and observations of
customers and employees. The data collected will be analyzed to identify patterns and trends in
the service performance of employees. The study will also explore the impact of various factors
such as employee training, motivation, and job satisfaction on customer satisfaction.
The findings of this study can provide valuable insights for Mercury Drug Store in terms of
improving the service performance of its employees and enhancing customer satisfaction. By
better understanding the factors that influence customer satisfaction, Mercury Drug Store can
implement strategies to improve the service quality, which can lead to increased customer loyalty
and profitability.

CONCEPTUAL FRAMEWORK

Job Attitude

Employee Competence
Service Performance of the
Employees

Employee Motivation

Service Quality
 STATEMENT OF THE PROBLEM

To investigate the service performance of employees in mercury drug store towards customer.
Specially, this study will seek to find answer to the following question:
1. What is the demographic profile of the respondents in terms of:
1.1. Name
1.2. Age
1.3. Sex
1.4. Occupation

2. What are the factors that can affect the service performance of the employees in terms of:
2.1. Job Attitude
2.2. Employee Competence
2.3. Employee Motivation
2.4. Service Quality

HYPOTHESIS

HO1. Employees in Mercury Dug Store who receive regular training and feedback on customer
service skills will have higher performance ratings from customers than employees who do not
receive such training.
HO2. Employees in Mercury Drug Store who are highly motivated and satisfied with their job
will provide better service to customers than employees who are unmotivated and dissatisfied.

PURPOSE OF THE STUDY

This study is conducted to know the service performance of the employees in mercury drug store
towards the customers at Brgy. 6 Mamburao, Occidental Mindoro, specifically this aims to
determine the service performance of the employees in terms of:
 To determine the service performance provided by the employees of mercury drug store
toward their customers.

SIGNIFICANCE OF THE STUDY

 This study will be conducted to know the service performance of the employee of mercury
drug store towards the costumers at Brgy. 6 Mamburao, Occidental Mindoro. The findings of
this study will be used for the benefit of the following;

Community. The result of this study will give the community an idea on how to be utilized to
their product and services towards to the customer.
Customer.
Future Researcher. The ideas presented may be used as reference data in conducting new
researchers or in testing the validity of other findings. This study will also serve as reference that
will give them background for future.

SCOPE AND DELIMITATION

This study is concerned with how satisfied customers are, with the service performance of the
employee from the customers; and the satisfaction of customers between the employee and the
performance they offer, only in terms of the answered survey questionnaire and perception of
respondents. This study will be conducted at Brgy. 6, Mamburao, Occidental Mindoro. The
considered population is the summed up number of customers in Mamburao, consisting of (150)
respondents from Mamburao, a total of (150) samples.
Despite the study’s important findings, this research mighty remain in the exploratory stage
and future research will be necessary to expand and strengthen the findings. Also the study has
limited time to be finished and hence has a small sample size in order to meet the deadline for
submission. Another limitation is that, the data will be collected only from one specific
population in a community this may not represent a solid conclusion as the result may be
different in another place or country due to other factors such as income level, education, etc.

DEFINITION OF TERMS

Mercury Drug Store – is the leading trusted and caring drugstore in the Philippines.
Service Performance – is a way of measuring and evaluating how well your business supports
its customers throughout the buyer’s journey.
Job Attitude – is a set of evaluations of one’s job that constitute one’s feelings toward, beliefs
about, and attachment to one’s job.
Employee Competence – is the combination of observable and measurable knowledge, skills,
abilities and personal attributes that contribute to enhanced employee performance and
ultimately result in organizational success.
Employee Motivation – is the level of commitment, drive, and creativity that your team brings
with them to work every day.
Service Quality – is a measure of how an organization understands its user’s needs and fulfills
their expectations.
Customer – is a person or business that buys goods or services from another business.

CHAPTER 2

REVIEW OF RELATED LITERATURE

MERCURY DRUG STORE

Mercury Drug is more than just a pharmacy - it is the country's trusted and caring health and
wellness partner, providing the widest range of branded and generic medicines, as well as a
complete line of healthcare and personal care products, including medical devices, and basic
everyday needs. Through the years, Mercury Drug has opened store after store all over the
Philippines to bring medicines within easy reach of its customers. Today, it has grown into a vast
network of more than 1,200 stores nationwide with over 15,000 employees, who are
continuously trained on product knowledge and customer service.
2. Service Performance
Service performance has been taken into two levels, the organizational level of performance
which include all organizational works and the individual level related to personal performance
or employee performance. This study is targeting the personal level of performance related of
employees and its relationship with employee competencies and customer experience. The level
of service performance is always reflecting by employee competencies, as per Xu and Ye 2014,
who find that job performance has significant positive correlation with employees’ competency;
in other words to which the employee is competent to that the service is good. From other hand
as it has been mentioned in several research works earlier; the level, speed and way of
performance is strongly related to customer perception, satisfaction and loyalty or customer
experience. This relation indicates a mediating role of customer experience and this study
conceptualize customer experience as a mediating variable between the independent variable
employee competencies and the dependent variable service performance.

This paper has a target to explore the impact of employee skills as core competency on
service performance. Numerous researchers considered this relationship; for example, Bowen
2016 looked for the required competencies that employees must have to fill their roles, Chang
and Huang 2010 think that, future studies might also explore the relationship between employee
competencies, internal customer satisfaction and organizational effective performance, some
author end to that, dominance behavior of sales employee, influence customer satisfaction, they
suggest further research to take the question of the impact of sales employee competent behavior
on the level of customers satisfaction, other authors recommend future research about the impact
of frontline employee competencies on service performance, they stated that, employees
obtained exclusive and highly context-dependent knowledge which make them have high
abilities for innovation and influence on customer satisfaction and organizational performance.
2.1. Job Attitudes
This refer to the attitude and beliefs that employees have towards their job and their
organization. Positive job attitudes (such as job satisfaction and organization commitment) are
associated with better service Performance. An attitude is a psychological state of mind. It is the
way a person thinks about situations, and it ultimately determines a person's behavior. In the
workplace, employees can have either a positive or negative attitude about specific work tasks,
products or services, co-workers or management, or the company as a whole. Positive attitudes
among employees make workdays more enjoyable. Tasks are performed to a higher standard and
without complaint. Current study is based on the effect of attitude on employee performance.
This study includes the attitude related factors (behaviors of employees and leaders, job
satisfaction, job commitment, motivation and training) to investigate their impact on employee
performance. This study utilized descriptive method of research. Result shows that all attitude
related factors positively affect the employee performance. Motivation and job commitment has
highly significant impact of performance of employees. As a result, organizations should value
their experienced personnel and devise effective retention policy by giving competitive salary,
experienced base pay and experienced based promotion. That will increase the overall
performance of the organization (Cabrera and Estacio, 2022).
2.2. Employees Competence
Competent employees are the main resource for an organization in acquiring a competitive
advantage. Land, buildings, or materials do not contribute to the organizational productivity,
rather, it is ‘people capital’ which runs the organization and produces value from existing
resources. The best source for the organizational competitive advantage lies with its employees.
Strategies, business models, products and services can all be copied by competitors, but talented
and competent employees represent a sustainable source of differentiation (satyendra, 2020).
2.3. Employee Motivation
Motivation can be defined as incitement or inducement to fulfil an action. Motivation can
drive the employees of an organization to meet their individual goals as well as the company’s
overall goals. The concept can be further classified into three important sub-concepts:
motivators, the motive and the actual act of motivation. A motive initiates an action or certain
behavior for the fulfilment of a specific goal, and this directly corresponds to the desire of an
individual. Motivators are the tools used for motivating employees, such as promotions and pay
bonuses.
According to (London school of business & finance staff, 2020) that motivation has a few
benefits in an organization; 1. Increases productivity: Motivators like promotions create a drive
for employees to work to the best of their capabilities. As such, motivation in an organization
will lead to an increase in the productivity of an employee, who will contribute more compared
to a disheartened employee. 2. Ensures organizational efficiency: Motivators can also help in
changing the work culture of an organization. With better rewards to look forward to, employees
will be more dedicated to their work and more motivated to reach their targets. 3. Promotes
loyalty among the employees: Motivating your employees to do their best and rewarding their
hard work can also be beneficial in igniting a sense of loyalty towards the company. A well-
motivated workforce is loyal and has higher levels of morale, being more committed to the
organization and its goals. 4. Facilitates direction: Direction is an important aspect of any
business. It involves the creation and implementation of specific plans and strategies,
contributing to the organization’s main goals. A motivated workforce will be enthusiastic about
helping to develop and innovate the company. 5. Ensures a proactive workforce: For any
business to be successful, it requires its employees to adapt to dynamic changes in the work
environment. You cannot take a financially prudential decision that could harm employee
interests without them being completely committed to the company’s goals and visions. As such,
motivation among employees reduces the resistance to difficult organizational decisions.
2.4. Service Quality
Service is the key part of keeping users engaged with an organization. Even if an organization
has the best product on the market but misses out on providing an equally good service the
chances that they might get lost to completion are inevitable. This is where understanding what
service quality means and how it can be kept at its best comes into the picture (Khadka & David,
2023). It is the country's trusted and caring health and wellness partner, providing the widest
range of branded and generic medicines, as well as a complete line of healthcare and personal
care products, including medical devices, and basic everyday needs. Through the years, Mercury
Drug has opened store after store all over the Philippines to bring medicines within easy reach of
its customers. Today, it has grown into a vast network of more than 1,200 stores nationwide with
over 15,000 employees, who are continuously trained on product knowledge and customer
service.

CHAPTER 3

RESEARCH DESIGN/METHOD

The researcher will use quantitative descriptive design to have a good result.
A descriptive design is a flexible, exploratory approach to quantitative research. Descriptive
design is referred to in the literature by other labels including generic, general, basic, traditional,
interpretive, and pragmatic.

POPULATION AND SAMPLE

The population of this study is 542 and the sample is 150

INSTRUMENTATION
The research will use survey questionnaire as a form of data gathering from respondents.

DATA GATHERING PROCEDURE

1. Formulate a question.
2. Create approval letter.
3. Asking a permission to start data gathering process.
4. Distributing questionnaires to the respondents.
5. Collecting the questionnaires with responses.
6. Evaluating and tabulating the data.
7. Finalizing the data.