March 5, 2017

Customer Satisfaction and Service Quality in Selected Pag-ibig Branches in Metro Manila: An Evaluation

Customer Satisfaction and Service Quality in Selected Pag-ibig Branches in Metro Manila: An Evaluation

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: 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.

Organization Background[1]
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
  1. To determine what selected Pag-ibig Branches in Metro Manila do to meet the needs of their clients.
  1. To determine the things done by the selected Pag-ibig Branches in Metro Manila to give satisfaction to their clients.
  1. To determine and assess the perception of clients pertaining to the Service Quality provided by selected Pag-ibig Branches in Metro Manila.
  1. To identify how successful the selected Pag-ibig Branches in Metro Manila is.

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.


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.
 [1] All information are from

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