Customer Satisfaction and
Service Quality in Selected Pag-ibig Branches in Metro Manila: An Evaluation
Introduction
The world of
work and organization has become increasingly demanding and turbulent. There
are eight major challenges currently facing organizations. These are
globalization, responsiveness to customers, increasing revenue and decreasing
costs, building organizational capability, change and transformation,
implementing technology, attracting and developing human capital, and ensuring
fundamental and long-lasting change. In financial industry, Pag-ibig Fund are
offering different add on services to enhance their competitive advantage. Unlike before Pag-ibig are now offering services
over the internet through their website: http://www.pagibigfund.gov.ph. Pag-ibig
Fund as government agency should promised to offer prestige service to manage
their customers’ need effectively. With
this, this research tends to evaluate the current service quality offered by
the Pag-ibig Fund to attain and meet special needs of their customers/clients.
The birth of the Home
Development Mutual Fund (HDMF), more popularly known as the Pag-ibig Fund, was
an answer to the need for a national savings program and an affordable shelter
financing for the Filipino worker. The Fund was established on 11 June 1978 by
virtue of Presidential Decree No. 1530 primarily to address these two basic yet
equally important needs. Under the said law, there were two agencies that
administered the Fund. The Social Security System handled the funds of private
employees, while the Government Service Insurance System handled the savings of
government workers.
Less than a
year after on 1 March 1979, Executive Order No. 527 was signed. The order
directed transferring the administration of the Fund to the National Home
Mortgage Finance Corporation, which was one of the operating agencies of the
then Ministry of Human Settlements.
Seeing the need
to further strengthen the stability and viability of the two funds, Executive Order
No. 538 was issued on 4 June 1979, merging the funds for private and government
personnel into what is now known as the Pag-ibig Fund. However, It was only on
14 December 1980 when Pag-ibig was made independent from the NHMFC with the
signing of PD 1752, which amended PD 1530. With the improved law in effect, the
Fund's rule-making power was vested in its own Board of Trustees. Likewise, PD
1752 made Pag-ibig membership mandatory for all SSS and GSIS member-employees.
Aims and Objectives of the Study
While the
research questions only refer to the information that the researcher intended
to question. The objectives, however, will focus on the necessary problems and
objectives that should be clarified in order to gather the intended information
and also be able to derive specific information that are not limited by the
previous questions. With these objectives, the study will be able to attain the
necessary information that can help derive further conclusions and proper
recommendations. The study intends to evaluate the customer satisfaction and service
quality in selected Pag-ibig Branches in Metro Manila.
The study intends to get the appropriate data to help in making the proper
assessment. There
are other aims and objectives of the study. This includes
- To
determine what selected Pag-ibig Branches in Metro Manila do to meet the
needs of their clients.
- To
determine the things done by the selected Pag-ibig Branches in Metro
Manila to give satisfaction to their clients.
- To
determine and assess the perception of clients pertaining to the Service
Quality provided by selected Pag-ibig Branches in Metro Manila.
- To
identify how successful the selected Pag-ibig Branches in Metro Manila is.
Methodology
The study shall
use survey using questionnaires to gather pertinent data (Creswell, 1994). The
questionnaire will be made in such a way that the selected Pag-ibig Branches in
Metro Manila clients will spend less time in answering it. Moreover, the study
shall also use previous studies and compare it to its existing data in order to
provide conclusions and competent recommendations. Survey can be done either by
personal survey, telephone survey, self administered questionnaire, mailed
questionnaire, and email questionnaire.
The
study will initially gather information that will serve as introductory part of
the study. These kind of information helps the reader what the study is about,
what it intends to do and what will be its result. The study will then gather
related literature to prove the need for conducting the study. The literature
review can help in determining what are the studies already done, what study
needs to be corrected. The study will then determine the methods and means for
data to be gathered and analyzed. In this part the data is being readied to be
gathered and analyzed but the method to gather it will first be
determined. The next part of the study
is gathering, presenting and interpreting the data. In this part the validity
of the hypothesis and ideas about the study will be proven. The last part of
the study will be the part where conclusions and recommendations will be
stated. In this part final statement about the study will be done.
References
Creswell, JW 1994, Research design: qualitative and quantitative approaches, Sage,
Thousand Oaks, California.
King,
FH 1991, The Hong Kong bank in the period
of development and nationalism, 1941-1984, vol. 4, Cambridge University
Press, Cambridge, UK.
All information are from
http://www.pagibigfund.gov.ph/history.htm
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