THE STUDENTS’ SATISFACTION RATINGS ON THE PHOTOCOPYING

SERVICES INSIDE THE ARELLANO UNIVERSITY

JUAN SUMULONG CAMPUS

Members:

Buban, Gracelette

Dimafelix, Mhica

Faylogna. Joyce Foreza

Panlaqui, Krizshia

Perfiñan, Kierstine Janelle

Tipon, Jenny Ann Mae

Ulatan, Marinel

Submitted to:

Sir Jehu Rey Cabañes

 INTRODUCTION

RATIONALE

Throughout school days, most of students also the teachers are always in the

photocopying shop to have a copy of documents and test papers in order for them not to

feel the struggles to write and also to save time. Some schools have a photocopying

business inside their campus but the services of the staff cannot satisfy the students,

teachers and also the administrators.

Given the scenario and situation, the main objective of the researchers is to

determine the satisfaction ratings of the students on the service of photocopying business.

The researchers looked for a place where services of the staff of the photocopying

business is poor and cannot handle it easily. Customer service is unpredictable in any

industry but it is a necessary practice to attract and retain clients. That’s why the

researchers choose Arellano University as a specific area to conduct this research and due

to its location which is they cannot go outside their school and also not to consume so

much time.

Some goes with the photocopying business inside the Arellano University, base

from what the researchers observe in photocopying business has poor services and lacks

of manpower to facilitate and handle their business.

And to know the satisfaction of the students with the regards to the service that

the business gives, the researchers conducted this research. Therefore, the study wants to
show the satisfaction of students in the service of photocopying business in Arellano

University.

STATEMENT OF THE PROBLEM

This study attempted to get the satisfaction ratings about the services of

photocopying business inside the Arellano University Juan Sumulong Campus as

perceived by the students’ respondents.

Specifically, it seeks to answer the following questions:

1. What is the profile of the students in terms of:

1.1 Name

1.2 Sex

1.3 Grade Level

1.4 Strand

2. What are the satisfaction rating to the photocopying staffs’ services as perceived

by the students with regards to:

2.1 Services

2.2 Attitude

2.3 Performance

3. What are the significance of having that satisfaction ratings with regards to:

3.1 Services

3.2 Attitude

3.3 Performance

HYPOTHESIS
 Ho: There is no satisfaction ratings on the photocopying services

Ha: There is a satisfaction ratings on the photocopying services

SIGNIFICANCE OF THE STUDY

This research study will be beneficial to the following:

 Administrator – to know the efficiency of the services on the photocopying

business that Arellano University offers to community and also they will know

the problem of their photocopying business inside the University.

 Staff of photocopying business – they will be aware about the students concern

on the service that they give and for them to improve on the services they are

offering.

 Teachers – to know what kind of photocopying services that Arellano University

offers to them.

 Students – this study will raise awareness on the services that the photocopying

business does not have to improve by the staff.

 Future photocopying staff – they will know the appropriate service that they

need in order to meet the satisfaction of their customer. Hey can also use this as

their reference to have an idea about better management or photocopying

business.
DEFINITION OF TERMS

The researchers of this study use conceptual term to particularize the words that

readers are going to encounter throughout the study.

 Photocopying – to make a photographic reproduction of (printed or graphic

material), especially by xerography.

 Ratings – a measurement of how good or popular someone or something is.

 Satisfaction – fulfilment of one’s wishes, expectations, or needs, or the pleasure

derived from this.

 Services – a valuable action, deed, or effort performed to satisfy a need or to fulfil

a demand.

 Staff – all the people employed by a particular organization.

 METHODS AND PROCEDURE

RESEARCH DESIGN

The researchers used evaluation research design as for measuring the satisfaction

of the respondents about the services of the photocopying business.

RESEARCH LOCALE

This research study was conducted inside the Arellano University – Juan

Sumulong Campus wherein having the most number of person who photocopies their

documents.

SAMPLING PROCEDURE

The researchers used the purposive sampling technique as the researchers select a

30 students as a sample that will comply with the purpose of the study which is to know

the students’ satisfaction level with regards to the services of photocopying staffs.

PARTICIPANTS OF THE STUDY

The participants in this research study are identified as a person who studies and

using photocopying machine to photocopy their documents.

RESEARCH INSTRUMENTATION

The researchers used the survey questionnaire where the respondents will rate the

provided questions. By using this, the researchers get the data needed in determining the

satisfaction level of the customer.

STATISTICAL TREATMENT OF DATA

Mean
The purpose of this is to measure the average of respondents to the parameter.
Formula of Mean: M = sum of terms / number of terms
PRESENTATION, ANALYSIS AND INTERPRETATION OF DATA
STUDENT PROFILE

Gender of Respondents

GENDER NUMBER OF RESPONDENTS

MALE 9
FEMALE 21
TOTAL 30

Grade level of Respondents

GRADE LEVEL NUMBER OF RESPONDENTS

10 2
11 19
12 7
College 2
TOTAL 30

Strand of Respondents
STRAND NUMBER OF RESPONDENTS
GAS 4
HE 5
ABM 8
HUMMS 8
ICT 1
RADTECH 2
NARRA 1
EINSTEIN 1
TOTAL 30
 A. Satisfaction
LEGEND:
5 – Very Satisfied 4 – Satisfied 3 – Average 2 – Not Satisfied 1 - Poor

Graph 1 (1.1 Personality)

Approachable Approachable Mean

0.6
16

15
14 0.5
0.5
12
0.4
10
10
0.3 0.33
8

6 0.2

4
4 0.1 0.13
2

1 0 0.03
0 5 4 3 2 01
5 4 3 2 01

Graph 1 shows that only 4 students are very satisfied while 15 students are satisfied,

10 students are average and 2 students are not satisfied to the personality of the staff

in terms of approaching them.

Graph 2 (1.1 Personality)

Patience Patience Mean

16

14
14 0.5
12 0.45 0.47
0.4
10 0.35
10
0.3 0.33
8
0.25

6 0.2
0.15
4 0.1 0.13
4
0.05 0.07
2
2 0
5 4 3 2 01
0
5 4 3 2 01
Graph 2 shows that only 4 students are very satisfied while 10 students are satisfied, 14

students are average satisfied and 2 students are not satisfied to the personality of the

staff in terms of patience.

Graph 3 (1.2 Behavior)

Tone of Voice Tone of Voice Mean

16

14 0.5
14
0.45 0.47
12
0.4

10 0.35
0.3
9 0.3
8 0.25
0.2
6
0.15
0.1 0.13
4 0.1
4 0.05
3
2 0
5 4 3 2 01
0
5 4 3 2 01

Graph 3 shows that only 4 students are very satisfied and 14 students are satisfied

while 9 students are average satisfied and there are 3 students are not satisfied to the

personality of the staff in terms of the tone of voice.

Graph 4 (1.2 Behavior)

Outlook Outlook Mean

25 0.8

20 0.7 0.67
20
0.6

15 0.5

0.4
10
0.3
5 5
5 0.2 0.17 0.17

0.1
0
0 0 0
5 4 3 2 1 0
5 4 3 2 1
Graph 4 shows that only 5 students are very satisfied and 5 students are satisfied

while 20 students are average satisfied to the personality of the staff in terms of the

outlook.

Graph 5 (1.3 Appearance)

Proper Clothing Proper Clothing Mean

16 0.6

15 0.5
14 0.5

12
0.4
11
10

8 0.3 0.27

6
0.2
4 0.13
4 0.1
0.1
3
2
0
0 0
5 4 3 2 1 5 4 3 2 1

Graph 5 shows that only 4 students are very satisfied and 15 students are satisfied

while 11 students are average satisfied and there are also 3 students that are not

satisfied to the personality of the staff in terms of the appearance.

Graph 6 (1.3 Appearance)

Facial Expression Facial Expression Mean

18 0.6
16
16 0.53
0.5
14

12 0.4
10
0.3
8

6 5 5 0.2 0.17 0.17

4
4 0.13
0.1
2
0 0
0 0
5 4 3 2 1 5 4 3 2 1
Graph 6 shows that only 5 students are very satisfied and 5 students are satisfied

while 16 students are average satisfied and there are also 4 students that are not

satisfied to the personality of the staff in terms of the facial expression.

Graph 1 (2.1 Time)

Queue Queue Mean

0.6

18
0.5 0.53
16
16
14
0.4
12
10
10 0.3
8
0.27
6
0.2
4
2 3
2 0.1
0 0.1
5 4 3 2 1 0.07
0
5 4 3 2 01

Graph 1 shows that only 3 students are very satisfied and 10 students are satisfied

while 16 students are average satisfied and there are also 2 students that are not

satisfied to the time of the staff in terms of the queue.

Graph 1 (3.1 Quality)

 Readable Readable Mean
18 17 0.6
0.57
16
0.5
14

12 0.4

10
8 0.3
8
0.27
6 5 0.2
0.17
4
0.1
2
0
0 0
5 4 3 2 1 5 4 3 02 01

Graph 1 shows that 5 students are very satisfied and 17 students are satisfied while there

are 8 students that are average satisfied to the quality of the photocopy in terms of the

question if it is readable.

Graph 2 (3.1 Quality)

Clear Copy Clear Copy Mean

14
0.5
13
12 0.45 0.43

0.4
10
10 0.35 0.33
8 0.3

7 0.25 0.23
6
0.2
4 0.15

0.1
2
0.05
0 0 0
5 4 3 02 1 0
5 4 3 2 1

Graph 2 shows that only 7 students are very satisfied and 10 students are satisfied

while 13 students are average satisfied to the quality of the photocopy in terms of the

question if it is clear copy

Graph 1 (3.2 Price)

 Aff ordable
Aff ordable Mean
12
0.35

10 0.33 0.33
10 10 0.3

8 0.25

7 0.23
6 0.2

4 0.15

0.1
2
2
0.05 0.07
1
0
5 4 3 2 1 0.03
0
5 4 3 2 1

Graph 1 shows that only 7 students are very satisfied and 10 students are satisfied

while 10 students are average satisfied and 2 students are not satisfied and 1 student is

poor to the price of the photocopy in terms of the question it is affordable.

B. Importance of Satisfaction Ratings

LEGEND
5 – Very Satisfied 4 – Satisfied 3 – Average 2 – Not Satisfied 1 - Poor

Graph 1 (1.1 Personality)

Approachable Approachable Mean

14 0.45
12 0.4
12 0.4

10 0.35 0.33
10
0.3
8 0.27
8
0.25

6 0.2

0.15
4
0.1
2
0.05
0 0 0 0
0 0
5 4 3 2 1 5 4 3 2 1
Graph 1 shows that only 8 students are very satisfied and 12 students are satisfied while

10 students are average satisfied to the personality of the staffs in terms of approaching

them.

Graph 2 (1.1 Personality)

Patience Patience Mean

16 0.6
15

14
0.5
12 0.5

10 0.4

8
8
7 0.3

6 0.27
0.2 0.23
4

2 0.1

0
0
5 4 3 2 1 0
5 4 3 02 01

Graph 2 shows that only 8 students are very satisfied and 7 students are satisfied while 15

students are average satisfied to the personality of the staffs in terms of patience.

Graph 3 (1.2 Behavior)

Tone of Voice Tone of Voice Mean

16 0.5

14 0.45 0.47
14
0.4
12
0.35
10
0.3
9 0.3
8
0.25
7 0.23
6 0.2

4 0.15

0.1
2
0.05
0
5 4 3 02 1 0
5 4 3 02 01
Graph 3 shows that only 7 students are very satisfied and 14 students are satisfied

while 9 students are average satisfied to the behavior of the staffs in terms of the tone

of voice.

Graph 4 (1. 2 Behavior)

Outlook Outlook Mean

0.45
14
0.4
12 0.4
12 0.35
10 0.33
10 0.3

8 0.25 0.27
8
0.2
6
0.15
4
0.1
2
0.05

0 0
5 4 3 02 1 5 4 3 02 01

Graph 4 shows that only 8 students are very satisfied and 10 students are satisfied

while 12 students are average satisfied to the behavior of the staffs in terms of their

outlook.

Graph 5 (1.3 Appearance)

Proper Clothing Proper Clothing Mean

0.4
12

0.35 0.37
11
10 0.33
10 0.3

8 0.25 0.27

0.2
6

0.15
4
4
0.1

2 0.05

1 0.03
0 0
5 4 3 2 01 5 4 3 2 01
Graph 5 shows that only 4 students are very satisfied and 11 students are satisfied

while there are 10 students are average satisfied and 1 student to the behavior of the

staffs in terms of proper clothing.

Graph 6(1.3 Appearance)

Facial Expression Facial Expression Mean

12 0.4

11 0.35 0.37
10
10 0.33
0.3
8
8 0.25 0.27

6 0.2

4 0.15

0.1
2
0.05
1
0 0.03
5 4 3 2 1 0
5 4 3 2 01

Graph 6 shows that only 8 students are very satisfied and 11 students are satisfied

while there are 10 students are average satisfied and 1 student to the behavior of the

staffs in terms of their facial expression.

Graph 1 (2.1 Time)

 Queue Queue Mean
16 0.5

0.45 0.47
14
14
0.4
12
0.35
10 0.3
0.3
9 0.25
8
0.2 0.23
7
6
0.15
4
0.1
2 0.05

0 0
5 4 3 02 01 5 4 3 02 01

Graph 1 shows that only 7 students are very satisfied and 9 students are satisfied

while there are 14 students are average satisfied to the time of the staffs in terms of

the queue.

Graph 1 (3.1 Quality)

Readable Readable Mean

14 0.45

12 0.4
12 0.4
0.35
10
0.3
9 9 0.3 0.3
8
0.25

6 0.2

0.15
4
0.1
2
0.05

0 0
5 4 3 02 1 5 4 3 02 01

Graph 1 shows that only 9 students are very satisfied and 9 students are satisfied

while there are 12 students are average satisfied to the quality of the photocopy in

terms of the question if it is readable.

 Graph 2 (3.1 Quality)

Clear Copy Clear Copy Mean

0.4
12

0.35 0.37
11
10 0.33
10 0.3

8 0.25 0.27
8

0.2
6
0.15
4
0.1

2 0.05
0.03
1 0
0 5 4 3 2 01
5 4 3 2 01

Graph 2 shows that only 11 students are very satisfied and 8 students are satisfied

while there are 10 students are average satisfied and 1 student is not satisfied to the

quality of the photocopy in terms of the question if it is clear copy.

Graph 1 (3.2 Price)

Aff ordable Aff ordable Mean

14 0.45

0.4
12 0.4
12
0.35
10 0.33
10 0.3

8 0.25 0.27
8
0.2
6
0.15
4
0.1
2 0.05

0 0
5 4 3 02 1 5 4 3 02 01

Graph 1 shows that only 10 students are very satisfied and 8 students are satisfied

while there are 12 students are average satisfied to the price of the photocopy in terms

of the question if it is affordable.

 SUMMARY OF FINDINGS, CONCLUSION AND RECOMMENDATION

SUMMARY OF FINDINGS

In terms of the attitude under the satisfaction, there are 63% of the respondents are

satisfied on their approachability of the photocopying staffs to the customer and 37% of

them are not. Next is the patience, 46% of them are satisfied and 54% of them are not.

For the tone of voice, 60% are satisfied to them and 40% are not. In their outlook, 34% of

them are satisfied and 66% of them are not. Then for proper clothing, 63% of them are

satisfied and 37% of them are not. For the facial expression, 34% of them are satisfied

and 66% are not. Over all 50% of the respondents are satisfied to the attitude of the

photocopying staffs. Regarding to their performance, 37% of them are satisfied to the

queue of the staffs and 63% are not. In services, 74% of the are satisfied and 26% of them

are not satisfied when it talks about readability. When it comes to the clear copy 56% of

them are satisfied and 44% are not. About the affordability 56% are satisfied and 44% are

not. Over all for the services 62% of the respondents are satisfied.

For the attitude under the importance, there are 67% out of 100% answered that

being approachable is important and 33% are not. Next is the patience, 50% of the

respondents answered that patience is important and also 50% are not. For the tone of

voice, 70% of the respondents answered that tone of voice is important and 30% are not.

In their outlook, 60% of the respondents answered that outlook of the photocopying staffs

is important and 40% are not. Then for proper clothing, 64% of the respondents answered

that having a proper clothing is important and 36% are not. For the facial expression,

64% of the respondents answered that facial expression is important and 36% are not.
Over all 62.5% of the respondents answered that attitude of photocopying staffs is

important for the respondents. Regarding to their performance, 53% of the respondents

answered that queue is important and 47% are not. In services, 60% of the respondents

answered that readability of the photocopy is important and 40% are not. When it comes

to clear copy, 64% of the respondents answered that clear copy of the photocopy is

important and 36% are not. About the affordability, 60% of the respondents answered

that clear copy is important and 40% are not. Over all 61.33% of the respondents

answered that services of the photocopying staffs are important.

CONCLUSION

The researchers concluded that the general outcomes of the survey shows that most

of the respondents have been satisfied to the attitude, performance, and services of the

photocopying staff in the photocopying business.

RECOMMENDATION

The researchers will recommend this study for those people who are really involve

in to this. Those are the photocopying staffs and the future photocopying staffs. For the

photocopying staff, they will benefit in a way that they will know of what are the

complains of the customer and how will they satisfy them. Another one is the future

photocopying staff. They will have a background knowledge of what they need to do to

give a satisfying service to their customers.

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Curriculum
Vitae
Joyce Foreza D. Faylogna
3238 Pureza St. Sta. Mesa Manila
Email: [email protected]

──────────────────────────────────────────────────
PERSONALBACKGROUND:

Age: 18 yrs. old

Gender: Female

Date of Birth: January 28, 2002

Place of Birth: Calayan Island, Cagayan

Citizenship: Filipino

Religion: Roman Catholic

Civil Status: Single

EDUCATIONAL BACKGROUND:

Secondary Education:

 Senior High School

Arellano University

2600 Legarda St. Manila

2018-2020

 Junior High School

Calayan National High School Main

Poblacion Calayan Island, Cagayan

2014-2018
Gracelette M. Buban
159 Road 12 NDC Compound Sta. Mesa Manila
Email: [email protected]

──────────────────────────────────────────────────
PERSONALBACKGROUND:

Age: 17 yrs. old

Gender: Female

Date of Birth: October 31, 2002

Place of Birth: Mandaluyong City

Citizenship: Filipino

Religion: Roman Catholic

Civil Status: Single

EDUCATIONAL BACKGROUND:

Secondary Education:

 Senior High School

Arellano University

2600 Legarda St. Manila

2018-2020

 Junior High School

Eulogio Rodriguez Vocational High School

Nagtahan Sampaloc Manila

2014-2018
Mhica F. Dimafelix
Blk 15 Lot 82 pH 2 Area 3 Dagat-dagatan Caloocan
City
Email: [email protected]
──────────────────────────────────────────────────
PERSONALBACKGROUND:

Age: 18 yrs. old

Gender: Female

Date of Birth: September 21, 2001

Place of Birth: Manila City

Citizenship: Filipino

Religion: Iglesia Ni Cristo

Civil Status: Single

EDUCATIONAL BACKGROUND:

Secondary Education:

 Senior High School

Arellano University

2600 Legarda St. Manila

2018-2020

 Junior High School

Macario B. Aisitio Sr. High School

Pampano St. Kaunlaran Village Caloocan City

2014-2018
Krizshia Mhai C. Panlaqui
527- A Silencio St. Sta. Mesa, Manila
Email: [email protected]

──────────────────────────────────────────────────
PERSONALBACKGROUND:

Age: 17 yrs. old

Gender: Female

Date of Birth: March 26, 2002

Place of Birth: Manila City

Citizenship: Filipino

Religion: Baptist

Civil Status: Single

EDUCATIONAL BACKGROUND:

Secondary Education:

 Senior High School

Arellano University

2600 Legarda St. Manila

2018-2020

 Junior High School

Claro M. Recto Information and Communication Technology High School

Doña Aurora St. Brgy. Claro M. Recto Angles City, Pampanga

2014-2018
Jenny Ann Mae T. Tipon
#425 Pureza St. Sampaloc Manila
Email: [email protected]

──────────────────────────────────────────────────
PERSONALBACKGROUND:

Age: 18 yrs. old

Gender: Female

Date of Birth: October 15, 2001

Place of Birth: Sta. Lucia Ilocos Sur

Citizenship: Filipino

Religion: Roman Catholic

Civil Status: Single

EDUCATIONAL BACKGROUND:

Secondary Education:

 Senior High School

Arellano University

2600 Legarda St. Manila

2018-2020

 Junior High School

San Jacinto National High School

Guibel San Jacinto Pangasinan

2014-2018
Kierstine Janelle T. Perfiñan
#1040 Concepcion Aguila St. Quiapo, Manila
Email: [email protected]

──────────────────────────────────────────────────
PERSONALBACKGROUND:

Age: 18 yrs. old

Gender: Female

Date of Birth: November 8, 2001

Place of Birth: Sampaloc, Quezon (Province)

Citizenship: Filipino

Religion: Roman Catholic

Civil Status: Single

EDUCATIONAL BACKGROUND:

Secondary Education:

 Senior High School

Arellano University

2600 Legarda St. Manila

2018-2020

 Junior High School

Manuel S. Enverga Academy Foundation Inc.

Sampaloc, Quezon (Province)

2014-2018
Marinel Z. Ulatan

2808 Legarda St. Sampaloc, Manila

Email: [email protected]

──────────────────────────────────────────────────
PERSONALBACKGROUND:

Age: 17 yrs. old

Gender: Female

Date of Birth: June 25, 2002

Place of Birth: Pasig City

Citizenship: Filipino

Religion: Roman Catholic

Civil Status: Single

EDUCATIONAL BACKGROUND:

Secondary Education:

 Senior High School

Arellano University

2600 Legarda St. Manila

2018-2020

 Junior High School

INATS Bagumbayan Annex

Tuao, Cagayan Valley

2014-2018