ii

SUSTAINABILITY OF PROCUREMENT OPERATION

MANAGEMENT ON DELIVERY SERVICES OF
J&T EXPRESS IN NOVALICHES,
QUEZON CITY

A Thesis
Presented to the Faculty of
the College of Hospitality, Tourism,
Business, Accountancy, and Management
Bestlink College of the Philippines

In Partial Fulfilment
of the Requirements for the Degree
Bachelor of Science in Business Administration
Major in Marketing Management

KENNETH G. BIGCAS
GENEBELL H. MAMBEAR
ANNIE A. MERLIN
LOWEL V. OLLERAS
MIRA VERANO

November 2022
 ii

APPROVAL SHEET

This thesis entitled SUSTAINABILITY OF PROCUREMENT

OPERATION MANAGEMENT ON DELIVERY SERVICES OF J&T
EXPRESS IN NOVALICHES, QUEZON CITY, prepared and submitted
byOlleras and Mira Verano in partial fulfilment of the requirements for the
degree of Bachelor of Science in Business Administration major in
Marketing Management, has been examined and is recommended for
acceptance and approval for Oral Defense.

REYNOLD R. BANGALISAN, LPT

Adviser
__________________________________________________________
THESIS REVIEW PANEL

Approved by the Committee on Oral Examination with a grade of 1.25.

EUGENIO P. BAYANI JR., MBA ANA MARIA M. DACUNO, MBA

Member Member

DANA FRANCE H. IGNACIO, Ph. D

Chairperson

Accepted and approved in partial fulfillment of the requirements for

the degree of Bachelor of Science in Business Administration, major in
Marketing Management.

RYAN M. IGNACIO, Ph. D

Dean, College of Hospitality Tourism, Business, Accountancy and
Management

Date of Final Defense: November 19, 2022

 iii

ACKNOWLEDGMENT

The researchers would like to express their heartfelt thanks and

gratitude to the following persons who, in one way or another, have

contributed much, and extended the willingness and support needed to

make this research possible:

Dr. Maria M. Vicente, President/CEO of Bestlink College of the

Philippines, for her generosity and kind heart in establishing this institution

and giving opportunities to those less fortunate students to continue their

studies and pursue their dreams;

Ms. Edith M. Vicente, Executive Vice President, for providing the

needed information to complete this research;

Dr. Charlie I. Cariño, Vice President for Academic Affairs, for his

support and encouragement to make this thesis writing possible;

Engr. Diosdado T. Lleno, Vice President for Administration and

Finance, for his words of encouragement and motivation;

Ms. Joy Evelyn A. Ignacio, College Associate Research Head, for

her good heart to extend her help needed by the researchers;

Dr. Ryan M. Ignacio, Dean of College of Hospitality Tourism,

Business, Accountancy and Management, for his critical appraisal and

highly valuable suggestions that have aided in the process of this research;
 iv

Mr. Jeremiah P. Palmiano, program head of Bachelor of Science

in Business Administration, for his unending support for the academic

growth of the researchers;

Mr. Reynold R. Bangalisan, thesis adviser, for his patient

supervision in guiding the researchers in preparation of this manuscript;

Panelists, Mr. Eugenio P. Bayani, Ms. Anna Maria M. Dacuno,

and Dr. Dana France H. Ignacio, who extended their effort and time to be

able to constructively criticize this thesis and share their knowledge with

them to deepen and widen their needed information;

Respondents, who cooperated and spent time in answering

questionnaires, and made it possible to accomplish this research;

Families and Friends, for all the financial and moral support that

have enabled the researchers to triumph all the challenges, especially

during the lowest time that served as their inspiration to complete this study

and,

Above all, to the Almighty God, for the strength and knowledge that

were used for the accomplishment of this research journey.

THE RESEARCHERS
 v

DEDICATION

First, the proponents dedicate this project to our Almighty God, who
gave us strength and knowledge in our everyday life.

To our parents who supported us and gave their love, especially

during the times the proponents are working on this project.

To all professors who taught and shared their knowledge with us,
that gave ideas and strengths for the proponents to work on this project.

Lastly, to the panels who shared their comments with the

proponents in the future.

THE RESEARCHERS

Kenneth G. Bigcas

Genebell H. Mambear

Annie A. Merlin

Lowel V. Olleras

Mira Verano
 vi

ABSTRACT

Title: SUSTAINABILITY OF PROCUREMENT OPERATION

MANAGEMENT ON DELIVERY SERVICES OF J&T

EXPRESS IN NOVALICHES, QUEZON CITY.

Authors: KENNETH G. BIGCAS

GENEBELL H. MAMBEAR

ANNIE A. MERLIN

LOWEL V. OLLERAS

MIRA VERANO

Degree: Bachelor of Science in Business Administration

Major: Marketing Management

Date of Completion: November 19, 2022

The purpose of this study is to determine the sustainability of

procurement operation management on delivery services of J&T Express

in terms of planning, organizing, staffing, directing, controlling, reliability,

assurance, tangibility, empathy, and responsiveness. The study utilized a

correlational research method which has a total of fifty (50) respondents,

twenty-five (25) Employees, and twenty-five (25) Customers of J&T

Express a simple random sampling. From the results of this study, it reveals

that the existing procurement operation management practices of J&T

 vii

Express, operation planning have the lowest rank; the sustainability of

procurement operation management on delivery services in terms of

planning, organizing, staffing, directing, and controlling are evaluated as

“sustainable”; the satisfaction rating on the service quality on delivery

services in terms of reliability, assurance, tangibility, empathy, and

responsiveness are evaluated as “very satisfied”; in terms of sustainability

of procurement operation management on delivery services and rating

itself it concluded that there is no significant relationship between the two;

the problems encountered in terms of delivery services is delayed

deliveries, and there is a proposed action plan in implementing the

procurement operation of J&T Express on Delivery Services. This study

recommended that J&T Express should maintain and improve its operation

practices, especially in implementing operation planning. Informing their

customers about the arrival of their packages, and having the right

customer information given to the driver. Delivery drivers should give an

update to inform their customers if they can’t deliver it on time because of

unexpected situations like weather conditions, traffic, etc. Make an action

plan to monitor the procurement operation management on delivery

services to maintain the good service quality given to their customers. The

company should always motivate and inspire their employees, especially

the delivery riders, to have an excellent performance.

 viii

TABLE OF CONTENTS

Page
TITLE i

APPROVAL SHEET ii

ACKNOWLEDGMENT iii

DEDICATION v

ABSTRACT vi

TABLE OF CONTENTS viii

LIST OF TABLES xi

LIST OF FIGURES xii

LIST OF APPENDICES xiii

Chapter

1 INTRODUCTION

Background of the Study 1

Related Literature and Studies 3

Theoretical Framework 10

Conceptual Framework 13

Statement of the Problem 16

Hypothesis 17

Scope and Delimitation of the Study 17

 ix

Significance of the Study 18

Definition of Terms 18

2 METHODS

Research Design 21

Respondents of the Study 22

Sampling Technique 22

Instrument Used in the Study 23

Construction of the Questionnaire 24

Validation of the Instrument 24

Administration and Retrieval of the Questionnaires 25

Statistical Treatment of Data 25

3 RESULTS

Existing Procurement Operation Management Practices

Employed by J&T Express 30

Sustainability of Procurement Operation Management on

Delivery Service 32

Summary of Sustainability of Procurement

Operation Management on Delivery Service 40

Satisfaction Rating on the Service Quality of

Delivery Services of J&T Express 41

Summary of Satisfaction Rating on the Service Quality of

Delivery Services of J&T Express 48
 x

Significant Relationship Between the Sustainability of

Procurement Operation Management on Delivery Services
and Rating Itself 49

Problems Encountered by J&T Express in Implementing

Procurement Operation Management in terms of Delivery
Services 51

Proposed Action Plan in Improving the Delivery Service of

J&T Express on procurement Operation Management 52

4 DISCUSSION

Summary of Findings 56

Conclusions 61

Recommendation 62

REFERENCES

APPENDICES

CURRICULUM VITAE
 xi

LIST OF TABLES

Table

1 Respondents of the Study 23

2 Sustainability of Procurement Operation

Management on Delivery Service
Rating Scale 27

3 Satisfaction Rating on the Service Quality

of Delivery Services 28

4 Existing Procurement Operation Management

Practices Employed by J&T Express 31

5 Sustainability of Procurement Operation

Management on Delivery Services 33

10 Summary Table on Sustainability of

Procurement Operation Management on
Delivery Services 40

11 Satisfaction Rating on the Service Quality of

Delivery Services 41

16 Summary Table on the Satisfaction Rating

on Service Quality on Delivery Services 48

17 Significant Relationship between the

Sustainability of Procurement Operation
Management on Delivery Services and Rating itself 49

18 Problems Encountered by J&T Express in

Implementing Procurement Operation
Management in terms of Delivery Services 50
 xii

LIST OF FIGURES

Figure

1 Administrative Theory of Management 12

2 SERVQUAL Model 13

3 Conceptual Model 15
 xiii

LIST OF APPENDICES

Appendix A Letter Permit to Conduct Study

Appendix B Instrument

Appendix C Documentation

Appendix D Certificate of Originality

Appendix E Certificate of Grammarian

Appendix F Statisticians Certificate

Appendix G Grammarian Curriculum Vitae

Appendix H Statistician Curriculum Vitae

Appendix I Research Adviser Curriculum Vitae

Appendix J Researchers
 1

Chapter 1

INTRODUCTION

This chapter entails the background of the study, related literature,

and related studies, relevance of reviewed related literature and related

studies to the present study, theoretical framework, conceptual framework,

statement of the problem, hypothesis, scope, and delimitation of the study,

the significance of the study and definition of terms.

Background of the Study

J&T Express is among the top 10 delivery services in entire

Southeast Asia. Owned by two entrepreneurs, Jet Lee and Tony Chen, J&T

Express operations began in 2015 and emerged in the Philippines in 2019.

In the middle of the success of J&T Express, a video suddenly went

viral because the parcels were just being thrown. For this reason, J&T

Express underwent a thorough inspection and they also made sure that if

the parcels were damaged, they would give incentives. The management

gives a settlement for customers who reportedly claim that packages are

damaged. J&T Express expanded its team and facilities over the past two

(2) years to maximize operational capacity and approach including using

automation and technology and the “regular training” of warehouse staff

and delivery drivers. The delay of parcels may be caused by weather

conditions, and traffic that’s why J&T Express intervention protocols and
 2

processes. The researchers focus on the theory of Administrative

Management (Henri Fayol, 1916) which focuses on the relationship

between personnel and management, and the present study tackles the

sustainability of procurement operation management on delivery services

in terms of planning, organizing, staffing, directing, and controlling to

evaluate and redefine the operations on the delivery services that may help

to lessen problems that will be encountered by the management. Also,

included the theory of the SERVQUAL Model (Parasuraman et. al., 1988)

such as reliability, assurance, tangibles, empathy, and responsiveness

which focuses on customer satisfaction on service quality of delivery

services.

This study came up to help the J&T Express Novaliches, Quezon

City in procurement operation management on delivery services to lessen

the problems encountered, to avoid the negative feedback in services, and

to know the procurement operation management practices employed to

sustain the delivery service.

The purpose of the study was to develop the knowledge of the

researchers on their chosen topic. The researchers wanted to study it to

further expand their knowledge which could help in the present and future

circumstances related to the sustainability of procurement operation

management on delivery services.

 3

Related Literature

The collected related literature builds the concept of the

procurement operation management practices of delivery services that

help in this study to incorporate all the results and outcomes and discuss

the relevance as well.

Procurement Operation Management Practices

Peinado J., Graeml A.R, and Vianna F. (2018) in the journals entitled

“Operation Management Body of Knowledge and its Relevance to

Manufacturing and Service Organizations” discuss seek to raise the

importance of manufacturing and services companies of their various

operation management the choice of recruitment websites to be assessed

it is analyzing the vacancies offered which disseminate job vacancies. The

process of collecting and selecting the job posting in operation

management is selecting the posting thematic classification of job

vacancies through analysis of the content. The following themes are

coordinating projects related to the area and measurement of performance

and productivity. The most valued practices in operation management

sought to measure the practical value of assigning the hiring companies’

demand for people-related knowledge.

 4

Related Studies

The collected related studies are relevant to the present study in

presenting the related studies that are needed to adapt by enlightening the

results on the sustainability of procurement operation management on

delivery services, rating on the delivery services, the relationship between

the sustainability of procurement operation management on delivery

service and rating itself, and problems encountered by J&T Express in

implementing procurement operation management in terms of delivery

services.

Sustainability of Procurement Operation Management on Delivery

Services

Edwards (2018), proposed in his study entitled “An Elaboration of

the Administrative Theory of the 14 Principles of Management by Henri

Fayol”, Fayol defined the five functions of management consisting of

planning, organizing, staffing, directing, and controlling. These are the

foundation of setting the relationship between personnel and management,

and also helps the management to solve problems within the organization.

The administrative theory views communications as a necessary ingredient

to successful management and many of Fayol’s practices are still alive in

today’s workplace.
 5

Ufartiene (2014), Importance of Planning in Management

Developing Organization Planning is the basis of a manager's ability to use

mind activity, will have an easier time influencing the growth and

development of employees’ uniqueness.

Gabriel et al., (1995), An Introduction Aims to increase predictability,

efficiency, and stress-free living. However, organizing is not always orderly

as it frequently involves tensions, preferences, interruptions, politics, and

personalities.

According to Robert E. Polyhart (2006) Staffing is a difficult decision

for a company because they have to choose the employee who will have

clean intentions for a company and has no desire to ruin the reputation of

a company.

According to Jaya S. (2017), directing is an activity and effort of

employees to achieve the company’s goal, especially in conducting

training.

Haimann (2004), Management Information System Controlling is the

objective and goals of the company whether it is followed or not and it also

rates the company’s performance desires.

Rating on the Delivery Services

Johnson E. J., Karlay J. S. et.al (2018) pointed out in this study

entitled “Impact of Services Quality on Customer Satisfaction and

Customer Loyalty; Evidence from banking Sector” they have a service

 6

quality assessment scale to develop skills and services rates the service

quality into five categories this is reliability, assurance, tangibles, empathy,

and responsiveness to measure services quality before and after service

consumption, therefore they come up with this study to show how service

quality exists in a long-term objective.

Abd-El-Salam (2013), Impact of Service Quality on Customer

Satisfaction Customer assurance through the reliability of service is the

capacity of the service provider to deliver a deemed high level of service

consistently. Trust and the overall image a customer has after using a

service are impacted by reliability.

Blery (2009), Impact of Service Quality on Customer Satisfaction

gaining the trust of customers. The ability to inspire customers’ trust and

confidence, it must have knowledgeable staff who treat customers with

respect.

Libo-on Ph. D. (2022), Service Quality Influence on Customer

Satisfaction in Courier Service: A Comparative Study it is determined by

the courier’s delivery team including how well-mannered and professional

they are, whether the service express is damaged, and whether you can

track the status of your delivery online in real-time.

Ramya et. al., (2019), A Study of Courier Service Quality and

Customer Satisfaction: Empathy has to do with the employee's care and

 7

concern for the clients. It includes customized services or a set of services

made to better suit customers' various needs, wants, and tastes.

Responsiveness. Its readiness to assist consumers means that

personnel should be given enough time to reply to customer requests and

always be willing to assist them.

Relationship between the Sustainability of Procurement Operation

Management on Delivery Service and Rating itself.

Opresnik D., and Taisch M. (2015), operation management is

defined as the total pattern of decisions that shape the long-term

capabilities of any type of operation and their contribution to the overall

strategy through the reconciliation of requirements with operation

resources. This would mean that the sustainability and operation

management would have to define and propose a pattern of decision

impact. Sustainability is positioned within operation management. This

means that multiple types of operation have the characteristics of being

sustainable.

Problems Encountered in Implementing Procurement Operation

Management in terms of Delivery Services.

Russell (2021) time management is one of the biggest challenges in

the service delivery process. You must continue working on several

projects at once while you have a limited amount of time. Therefore, it is

 8

challenging to manage time according to needs. A company’s service

quality suffers as a result of ineffective departmental coordination. This

makes it one of the main difficulties those engaged in service delivery

encounter.

Crossflight Global Express Courier, Mail, and Logistics (2019)

stated that six (6) common problems may be encountered in delivery

service; late delivery, goods delivered in an unacceptable condition,

competitive pricing, delayed customs clearance, poor customer service,

and frequent service issues. To avoid those problems, manage the delivery

service by conducting and researching the courier’s reputation, will be able

to safely pack the products each and every time, packed safely and

securely so the product cannot be damaged or lost during delivery service.

By choosing the right courier that has knowledge and experience with

customs that they will notice any potential issues that will be experienced.

Relevance of the Reviewed Related Literature and Studies to

the Present Study

This collected related literature and studies are relevant to the

present study for the following:

Procurement Operation Management Practices. Peinado J., Graeml

A.R, and Vianna F. (2018) in the journal titled “Operation Management

Body of Knowledge and its Relevance to Manufacturing and Service

 9

Organization” have discussed how important it is to have an operational

management system in place. Also, the process of choosing jobs is looking

for jobs advertised on websites and hired by organizations that need

human resources knowledge and this involves thematic classification of

open positions through text analysis.

Sustainability of Procurement Operation Management on

Delivery Services. Edwards (2018) proposed in his study entitled “An

Elaboration of the Administrative Theory of the 14 Principles of

Management by Henri Fayol”, Fayol suggested that sustainability of

operation management in delivery service started with planning,

organizing, staffing, directing, and controlling that can help and succeed in

managing administrative theory.

Rating on the Delivery Services. Johnson E. J., Karlay J. S. et.al

(2018) pointed out in this study entitled “Impact of Services Quality on

Customer Satisfaction” discussed five categories such as reliability,

assurance, tangibles, empathy, and responsiveness to evaluate the quality

of services both before and after use.

Relationship between the Sustainability of Procurement

Operation Management on Delivery Service and Rating itself. David

Opresnik, and Marco Taisch (2015) would require the sustainability and

operation management to specify and suggest a decision impact pattern.

 10

Operation management includes sustainability. This indicates that a variety

of business models have sustainable traits.

Problems Encountered in Implementing Procurement

Operation Management in terms of Delivery Services. Russell (2021)

managing time is the problem of delivery service needing to be on time and

delivered properly. The item must be delivered as soon as possible on the

day that was specified for delivery.

Crossflight Global Express Courier, Mail, and Logistics (2019)

Numerous flaws or concerns with the delivery, such as products not arriving

on time, items being handled improperly, and many others, lower their

delivery rating.

Theoretical Framework

It provides the background that supports the investigation and

offers the reader a justification for the particular research problem of the

study.
 11

Administrative Theory of Management

This study is anchored with the administrative theory of

management written by J. Gordon (2022), in the article What is

Administrative Theory of Management.

Figure 1 Fayol’s Five (5) Management Functions

Figure 1 shows the Five (5) Management Functions by Henri Fayol

(1916) consist of planning, organizing, staffing, directing, and controlling,

focusing on the relationship between personnel and management. The

article also states that these categories are broad in nature, representing a

manager's universal responsibilities, regardless of the task or industry. This

theory is relevant to the present study in such a way that Procurement

Operation Management on Delivery Service of J&T Express will evaluate

its sustainability.
 12

SERVQUAL Model

This study is anchored with the theory of the Servqual Model written

by B. Klokkenga (2020), in the article How to Measure the Five (5)

Dimensions of Service Quality.

Figure 2 Five (5) Key Service Dimensions of the SERVQUAL Model

Figure 2 shows the Five (5) Key Service Dimensions of the

SERVQUAL Model, consisting of reliability, assurance, tangibility,

empathy, and responsiveness, which was developed and implemented by

a team of academic researchers, Parasuraman et. al., (1988) and focuses

on to capture and measure the service quality experience by the customers

on how the service was delivered.

 13

The article states that using these five key dimensions of service

quality and knowing how to measure them accurately helps to find

actionable ways to improve customer experience.

This theory helps the present study as a significant measurement

tool to assess the service quality of delivery services by measuring the

experience of customer satisfaction with the delivery services. It also helps

to enhance the understanding of the researchers on service quality in

delivery services and as a guide to the researchers’ efforts in the

continuous improvement of delivery services.

Conceptual Framework

This study presents the schematic diagram that provides the flow

of this research using the INPUT-PROCESS-OUTPUT conceptual model

of the study.
 14

INPUT PROCESS OUTPUT

Respondents consist of 50 J&T

Express employees and 50
J&T Express customers in
Novaliches, Quezon City.

Procurement Operation
Management practices
employed by J&T Express

Collected Related Literature

and Studies

Administrative Theory of
Management by Henri Fayol (J.
Gordon 2022)

SERVQUAL Model (Klokkenga

2020) Instrument used:
Action Plan to
How J&T Express Sustain the
Procurement Operation 1. Questionnaire improve the delivery
Management on Delivery 2. Documentary services.
Services in terms of;
1. Planning Analysis &
2. Organizing Interpretation
3. Staffing
4. Directing and;
5. Controlling Administration and
Retrieval of the
How do Respondents Rate the
Service Quality on Delivery Instrument
Services of J&T Express in terms
of;
1. Reliability

2. Assurance
3. Tangible
4. Empathy and;
5. Responsiveness

Significant Relationship between

the Sustainability of Procurement
Operation Management on
Delivery Service and Rating Itself

FEEDBACK

Figure 3 Conceptual Model of the Study

 15

Figure 3 shows the conceptual model of the study wherein Box 1

provides the INPUT of the study including the respondents consisting of J&T

Express employees and J&T Express customers in Novaliches, Quezon

City; procurement operation management practices employed by J&T

Express; collected related literature and studies; administrative theory of

management by Henri Fayol (J. Gordon 2022); SERVQUAL Model

(Klokkenga 2020); sustainability of procurement operation management on

delivery services in terms of; planning, organizing, staffing, directing, and

controlling; rating the delivery services of J&T Express in terms of; reliability,

assurance, tangible, empathy, and responsiveness; the significant

relationship between the sustainability of procurement operation

management on delivery services and rating itself; problems encountered

by J&T Express in implementing procurement operation management in

terms of delivery services.

Box 2 provides PROCESS including the construction of

questionnaire; documentary analysis and interpretation; administration and

retrieval of the instrument.

Box 3 provides OUTPUT of the study to improve the delivery

services.
 16

Statement of the Problem

This study aimed to answer the Sustainability of Procurement

Operation Management on Delivery Services of J&T Express in

Novaliches, Quezon City.

Specifically, this study seeks to answer the following questions:

1. What are the existing procurement operation management practices

employed by J&T Express?

2. How does J&T Express sustain the procurement operation

management on delivery services in terms of:

2.1 planning;

2.2 organizing;

2.3 staffing;

2.4 directing; and,

2.5 controlling?

3. How do respondents rate the service quality on delivery services of

J&T Express in terms of:

2.1 reliability;

2.2 assurance;

2.3 tangibility;

2.4 empathy; and,

2.5 responsiveness?
 17

4. Is there any significant relationship between the sustainability of

procurement operation management on delivery services and rating

itself?

5. What are the problems encountered by J&T Express in

implementing procurement operation management in terms of

delivery services?

6. Based on the findings of the study, what action plan can be

proposed to improve the delivery services of J&T Express on

procurement operation management?

Hypothesis

This study hypothesized that there is no significant relationship

between the sustainability of procurement operation management on

delivery services and rating itself.

Scope and Delimitation of the Study

This study is limited to employees and customers of J&T Express in

Novaliches, Quezon City. This study also limits the scope to know the

procurement operation management and service quality of delivery

services in Novaliches, Quezon City in terms of planning, organizing,

staffing, directing, controlling, reliability, assurance, tangible, empathy, and

responsiveness.
 18

Significance of the Study

This study will be beneficial to the following group of persons:

Students. This result of the study may reserve as a guide and

reference for students taking similar studies.

Operation Management Department. This study will provide

reliable and useful information to the management who played a vital role

in ensuring that the employees know operation management of delivery

service will sustain. And will be addressed properly by the company.

Administration. The output of this study will be beneficial to the

school administration to add books in the library as the source of new

information for the students who will conduct new research.

Future Researchers. This study may serve as their guide for being

research-oriented and helps them build ideas on the sustainability of

operation management on delivery service so that it can be used as an

investment in the future.

Definition of Terms

Assurance refers to the high degree of certainty that something is

accurate, complete, and usable.

Controlling function of management which helps to check errors to

take corrective actions. This is done to minimize deviation from standards

 19

and ensure that the stated goals of J&T Express are achieved in the

desired manner.

Delivery Service to pick up one or more local merchants and deliver

the local products to a customer.

Directing the process of organizing employees so that they work

together properly and well.

Empathy is understanding, being aware of, being sensitive to, and

vicariously experiencing the feelings manner, thoughts, and experience of

another of either the past or present without having the feelings, thoughts,

and experience fully communicated in an objectively explicit.

Operation Management refers to the administration of business

practices to create the highest level of efficiency possible within an

organization.

Organization group of people who work together, like employees,

and all management.

Planning the first step in service delivery system design is planning

out the steps and processes in the entire system of J&T Express.

Constructing or diagramming a detailed step-by-step description.

Procurement is a process of obtaining necessary goods or

services. It includes materials, supplies, or equipment.

 20

Reliability is the probability that a product, system, or service

delivery will perform its intended function of J&T Express adequately for a

specified period, or will operate in a defined environment without failure.

Responsiveness on how customer responsiveness indicates how

fast and efficient J&T Express responds to customers.

Service Quality is a process of managing the quality of services

delivered to a customer according to his expectations.

Staffing is an operation where the management recruits an

employee by evaluating their skills, and knowledge and offering them a

specific job role.

Sustainability refers to the ability to maintain the process in the

business or firm.

Tangibility assets are the main type of assets that J&T Express use

to produce their product and service

 21

Chapter 2

METHODS

This chapter presents the research design, respondents of the

study, sampling technique, and instrument of the study, construction of the

instrument, validation of the instrument, administrative retrieval of the

instruments used, and statistical treatment of data.

Research Design

Ary (2006), stated that correlational research gathers data from

individuals on two or more variables and then seeks to determine if the

variables are related.

This study, using correlational research with the combination of the

quantitative methods of design, seeks to provide comprehensive answers

to the study of research questions and provide comprehensive solutions to

practical problems in operation management on delivery services of J&T

Express.

The present study will test or evaluate the existing theories of

administrative management (Henri Fayol, 1916), and the servqual model

(Parasuraman et. al 1988) that provided the theoretical basis for the

research design.
 22

Respondents of the Study

Table 1. Respondents of the Study

Respondents Frequency Percentage

J&T Employees 25 50%

J&T Customers 25 50%

Total 50 100%

The respondents of the study will be selected (25) J&T employees

and (25) J&T customers in Novaliches, Quezon City. A total of 50

respondents, 100 in percentage.

Sampling Technique

It is the process of studying the population by gathering information

and analyzing data. This method is divided into two groups: probability

sampling method which consists of simple random, cluster, systematic, and

stratified random sampling; and non-probability sampling method consists

of convenience, purposive, snowball, and quota sampling.

This study utilized simple random sampling a probability sampling

method, the researchers will randomly select a subset of participants from

a population.

The researchers already choose who will be the respondents of the

study, and the respondents of the study are the employees of J&T Express
 23

and the customers of J&T Express in Novaliches, Quezon City. Both

groups have a total of 25 participants, and an overall total of 50

respondents.

Instrument of the Study

This study collected the needed data by using the following

instruments: documentary analysis and interpretation, and questionnaires.

Documentary Analysis and Interpretation. This tool is used to

determine and analyze documentary evidence and answer specific

questions of the study.

Questionnaire. A research tool to collect information from the

respondents may help the researchers evaluate the respondents’ given

answers.

Construction of the Instrument

The researcher prepared a questionnaire consisting of all the

specific questions under the statement of the problem.

Part 1 of the questionnaire includes the existing procurement operation

management practices employed by J&T Express;

Part 2 entails how J&T Express sustains the procurement operation

management on delivery services in terms of; planning, organizing,

staffing, directing, and controlling;

 24

Part 3 entails how respondents rate the delivery services of J&T

Express in terms of; reliability, assurance, tangibility, empathy, and

responsiveness;

Part 4 includes the problem most encountered by J&T Express on

procurement operation management in delivery services;

Part 5 entails what action plan can be proposed to improve the delivery

services of J&T Express on procurement operation management in

Novaliches, Quezon City.

Validation of the instrument

The questionnaire will be submitted to the research adviser for

comments, suggestions, and corrections. It was also given to research

professionals/experts for comments, suggestions, and corrections. For the

validated questionnaire, the researchers will conduct a pilot test, with 5

employees and 5 customers to ensure the clarity of the given instructions

and the difficulty level of the questions asked. The questionnaire was

distributed to all delivery drivers of any logistics, and customers of any

logistics who did not serve as participants of the study.

 25

Administration and Retrieval of the Instruments

The researchers asked permission to conduct research on the J&T

Express branch of Novaliches and will be given a letter, requesting

permission to collect data. If the company approved the letter, the

researchers will distribute the questionnaires to establish rapport, and fully

explain the content of the questionnaire to the respondents. After the

respondents answered the test questionnaire, the researchers gathered all

collected data.

Statistical Treatment of Data

This study utilized the following statistical tools to be employed:

1. Frequency and Percentage. It is used to determine the existing

procurement operation management practices employed by J&T Express,

and problems encountered in implementing procurement operation

management in terms of delivery services.

𝑓
𝑃 (%) =
𝑛
where:

𝑃 (%) = percent

𝑓 = frequency or number of responses

𝑛 = number of samples
 26

2. Mean. It was used to determine the sustainability of procurement

operation management on delivery services in terms of planning,

organizing, staffing, directing, and commanding; and satisfaction rating on

the service quality of delivery services in terms of reliability, tangibility,

empathy, and responsiveness.

∑ 𝒇𝒙
̅=
𝒙
𝒏

where:

𝑥̅ = computed mean

∑ 𝑓𝑥 = summation of frequency and response

𝑛 = total number of responses

 27

Table 2. Sustainability of Procurement Operation Management on

Delivery Service Rating Scale
Rating Mean Scale Descriptive Description
Interpretation
4 3.26 - 4.00 Sustainable (S) If the statement
strongly agrees to
support the
operation
management on
delivery services
3 2.51 - 3.25 Potential Sustainable If the statement is
(PS) strong to support
the Operation
Management on
Delivery Service
2 1.76 - 2.50 Partially Unsustainable If the statement is
(PU) not enough to
support the
Operation
Management on
Delivery Service
1 1.00 - 1.75 If the statement
can’t support the
Unsustainable (U)
Operation
Management on
Delivery Service

This mean was interpreted as the data of sustainability of

procurement operation management on delivery services in terms of

planning, organizing, staffing, directing, and commanding by using the

following rating scale.

 28

Table 3. Satisfaction Rating on the Service Quality of Delivery

Service
Rating Mean Scale Descriptive Description
Interpretation
4 3.26 - 4.00 If the service quality
of delivery services
Very Satisfied (VS)
exceeds the
expectation of the
customer
3 2.51 - 3.25 If the service quality
of delivery services
Satisfied (S)
meets the
expectation of the
customer
2 1.76 - 2.50 If the service quality
of delivery services
Unsatisfied (U)
didn’t meet the
expectation of the
customer
1 1.00 - 1.75 Does not meet at all
the expectations of
Very Unsatisfied (VU)
the customer

This rating scale is used to interpret the data on satisfaction rating

on the service quality of delivery services in terms of reliability, tangibility,

empathy, and responsiveness.

 29

3. Pearson – r. This statistical tool is used to calculate the computer to be

used in determining the significant relationship between the sustainability

of procurement operation management on delivery services and rating

itself.

∑(𝑥𝑖 − 𝑥̅ )(𝑦𝑖 − 𝑦̅)

𝑟=
√(𝑥𝑖 − 𝑥̅ )2 (𝑦𝑖 − 𝑦̅)2

where:

𝑟 = correlation coefficient

𝑥𝑖 = values of the x-variable in a sample

𝑥̅ = mean of the values of the x-variable

𝑦𝑖 = values of the y-variable in a sample

𝑦̅ = mean of the values of the y-variable

4. Correlated t-test. This statistical tool used to test the significant

relationship between the sustainability of procurement operation

management on delivery services and rating itself.

𝑟√𝑛 − 2
𝑡=
1 − 𝑟2
where:

𝑡 = computed t-test

𝑟 = computed pearson-r

𝑛 − 2 = degree of freedom
 30

Chapter 3

RESULTS

This chapter presents the data gathered through a survey

questionnaire as an instrument used in this study, the results of the

statistical analysis done, and the interpretation of findings. These are

presented in tables following the sequence of the specific research

problem.

1. Existing Procurement Operation Management Practices

Employed by J&T Express

Table 4. Existing Procurement Operation Management Practices

Employed by J&T Express
Procurement Operation F % Rank
Management Practices
*Operation Planning 18 12 7
*Tracking inventory as it moves through the supply 19 13 6
chain

*Implementing technology and automation 22 15 3

*Ensuring orders are shipped safely and on time 22 15 3
*Packaging and Unitization 23 16 1
*Information and Control 21 14 5
*Storage, warehousing, and materials handling 22 15 3
*Other Practices 0 0 8

*Multiple Responses

As indicated in Table 4, the percentage of Existing Procurement

Operation Management Practices Employed by J&T Express; packaging

 31

and utilization got (16%) has a 23 frequency; implementing technology and

automation got, ensuring orders are shipped safely and on time, Storage,

warehousing, and materials handling got the same percentage of 15(%)

that has a 22 frequency; information and control got (14%) has a 21

frequency; tracking inventory as it moves through the supply chain got

(13%) has a 19 frequency; operation planning got (12%) has an 18

frequency.

According to Peinado J., Graeml A.R, and Vianna F. (2018) in the

journals entitled “Operation Management Body of Knowledge and its

Relevance to Manufacturing and Service Organizations” discuss seek to

raise the importance of manufacturing and services companies of their

various operation management the choice of recruitment websites to be

assessed it is analyzing the vacancies offered which disseminate job

vacancies. The process of collecting and selecting the job posting in

operation management is selecting the posting thematic classification of

job vacancies through analysis of the content. The following themes are

coordinating projects related to the area and measurement of performance

and productivity. The most valued practices in operation management

sought to measure the practical value of assigning the hiring companies’

demand for people-related knowledge.

 32

2. Sustainability of Procurement Operation Management on

Delivery Services in terms of:

2.1. planning;

Table 5. Sustainability of Procurement Operation Management on

Delivery Services in terms of Planning
Indicators Mean Interpretation Rank

*Focusing on the task and 4.00 Sustainable 1.5

responsibilities to plan for future
success

*Setting priorities in line with company 3.96 Sustainable 3.5

goals and reviewing systems and
policies

*The ability to organize the activities in 4.00 Sustainable 1.5

line with set guidelines while still
remaining within the limits of the
available resources such as time,
money, and labor

*Encourage innovation and change in 3.92 Sustainable 5

order to make the organization as a
whole more productive and
profitability

*Develop necessary strategies, outline 3.96 Sustainable 3.5

the task and schedule on how to
achieve certain objectives with the
available resources and have a good
plan

Composite Mean 3.97 Sustainable

Legend:
Mean Scale Descriptive Interpretation

3.26-4.00 Sustainable

2.51-3.25 Potential Sustainable

1.76-2.50 Partially Unsustainable

1.00-1.75 Unsustainable
 33

As revealed in Table 5, shows the sustainability of procurement

operation management on delivery services in terms of planning, obtaining

a composite mean of 3.97 interpreted as Sustainable. The first (1 st)

statement, focusing on the task and responsibilities to plan for future

success and third (3rd) statement, The ability to organize the activities in

line with set guidelines while still remaining within the limits of the available

resources such as time, money, and labor, has a mean of 4.00 which has

an interpretation of Sustainable, the second (2nd) statement, setting

priorities in line with company goals and reviewing systems and policies

and fifth (5th) statement, encourage innovation and change in order to make

the organization as a whole more productive and profitability got a mean of

3.96 interpreted as Sustainable, and the fourth (4th) statement, encourage

innovation and change in order to make the organization as a whole more

productive and profitability got 3.92 mean also interpreted as Sustainable.

Ufartiene (2014), Importance of Planning in Management

Developing Organization Planning is the basis of a manager's ability to use

mind activity, will have an easier time influencing the growth and

development of employees’ uniqueness.

 34

2.2. organizing;

Table 6. Sustainability of Procurement Operation Management on

Delivery Services in Organizing
Indicators Mean Interpretation Rank

*The skills and knowledge of employees 3.84 Sustainable 3.5

are utilized in achieving the
organization’s mission

*Departments engage with each other to 3.76 Sustainable 5

check the policies and directions are
moving

*Identifying different activities of the 3.88 Sustainable 1.5

delivery services to perform

*Making a list of all deliveries to achieve 3.88 Sustainable 1.5

the target goal of customers

*The management is aware of the need 3.84 Sustainable 3.5

to improve performance through a
learning process

Composite Mean 3.84 Sustainable

As indicated in Table 6, shows the sustainability of procurement

operation management on delivery services in terms of organizing which a

composite mean of 3.84 has interpreted as Sustainable. The third (3 rd)

statement, identifying different activities of the delivery services to perform

and fourth (4th) statement, making a list of all deliveries to achieve the target

goal of customers got a mean of 3.88 as an interpretation of Sustainable,

the first (1st) statement, the skills and knowledge of employees are utilized

in achieving the organization’s mission and the fifth (5th) statement, the

management is aware of the need to improve performance through a

learning process has a mean of 3.84 interpretation of Sustainable, and the

 35

second (2nd) statement, departments engage with each other to check the

policies and directions are moving got a mean of 3.76 and interpreted as

Sustainable.

Gabriel et al., (1995), An Introduction Aims to increase predictability,

efficiency, and stress-free living. However, organizing is not always orderly

as it frequently involves tensions, preferences, interruptions, politics, and

personalities.

2.3. staffing;

Table 7. Sustainability of Procurement Operation Management on

Delivery Services in Staffing
Indicators Mean Interpretation Rank

*Awareness of all the details of the 3.84 Sustainable 4

contracts concluded between the
management and the employees

*Manager empowers employees to 3.88 Sustainable 1.5

acquire the skills and knowledge
needed to achieve the organizational
mission

*Conduct periodic inspections in 3.88 Sustainable 1.5

operation management in terms of
deliveries

*Providing them with opportunities to 3.84 Sustainable 4

fully realize their potential and skills

*Being a good personal example to the 3.84 Sustainable 4

employees by giving them motivation

Composite Mean 3.86 Sustainable

As indicated in Table 7, shows the sustainability of procurement

operation management on delivery services in terms of staffing which a

composite mean of 3.86 has been interpreted as Sustainable. The second

 36

(2nd) statement, Manager empowers employees to acquire the skills and

knowledge needed to achieve the organizational mission and the third (3 rd)

statement, conduct periodic inspections in operation management in terms

of deliveries got a mean of 3.88 interpreted as Sustainable, and the first

(1st) statement, awareness of all the details of the contracts concluded

between the management and the employees, fourth (4th) statement

Providing them with opportunities to fully realize their potential and skills,

and fifth (5th) statement, being a good personal example to the employees

by giving them motivation has a mean of 3.84 an interpretation of

Sustainable.

Indeed (2022), Top Duties and Qualifications each worker is

accountable for their own task while simultaneously having a more senior

leader available to provide assistance, encouragement, and incentives.

 37

2.4. directing;

Table 8. Sustainability of Procurement Operation Management on

Delivery Services in Directing
Indicators Mean Interpretation Rank

*Facilitates the work and makes the 4.00 Sustainable 1

function of management success

*Holding daily meetings informing 3.96 Sustainable 2

management of work

*Keeping and continuing the activities of 3.88 Sustainable 3.5

the operation management on delivery
service

*Held proper training in communication 3.84 Sustainable 5

to help achieve a high level of
coordination

*The operation management 3.88 Sustainable 3.5

coordinates delivery employees to
ensure the plan runs to the schedule
and everyone is pulling in the same
direction

Composite Mean 3.91 Sustainable

As revealed in Table 8, shows the sustainability of procurement

operation management on delivery services in terms of directing which a

composite mean of 3.91 has interpreted as Sustainable. The first (1st)

statement, facilitates the work and makes the function of management

success got a mean of 4.00 as interpreted as Sustainable, the second (2nd)

statement, holding daily meetings informing management of work got a

mean of 3.96 as interpreted as Sustainable, the third (3 rd) statement,

keeping and continuing the activities of the operation management on

delivery service and the fifth (5th) statement, the operation management
 38

coordinates delivery employees to ensure the plan runs to the schedule

and everyone is pulling in the same direction has a mean of 3.88 has an

interpretation of Sustainable, and lastly, the fourth (4th) statement, held

proper training in communication to help achieve a high level of

coordination got a mean of 3.84 as interpreted of Sustainable.

Indeed (2022), Top Duties and Qualifications Primary

responsibilities include examining shipment contents before distribution,

working with transportation systems to guarantee fast shipment pick-ups,

and to keep eye on shipping costs and production procedures.

2.5. controlling;

Table 9. Sustainability of Procurement Operation Management on

Delivery Services in Controlling
Indicators Mean Interpretation Rank

*Helping managers to identify 3.96 Sustainable 2

irregularities such as cost overrun,
employee turnover, and product
defects

*Motivates employees and their 3.84 Sustainable 4

productivity

*Managers can lower-level the of 3.80 Sustainable 5

involvement when it comes to decision
making

*Provide the ways the operation 3.96 Sustainable 2

management of delivery service

*Corrective Actions to ensure the 3.96 Sustainable 2

attainment of objectives in
sustainability

Composite Mean 3.90 Sustainable

 39

As revealed in Table 9, shows the sustainability of procurement

operation management on delivery services in terms of controlling,

obtaining a composite mean of 3.90 which is interpreted as Sustainable.

The first (1st), statement, helping managers to identify irregularities such as

cost overrun, employee turnover, and product defects, the fourth (4 th)

statement, provide the ways the operation management of delivery service,

and the fifth (5th) statement, corrective actions to ensure the attainment of

objectives in sustainability got a mean of 3.96 as Sustainable; the second

(2nd) statement, motivates employees and their productivity got a mean of

3.84 as Sustainable, and the third (3rd) statement, managers can lower-

level the of involvement when it comes to decision making got a mean of

3.80 interpreted as Sustainable.

Haimann (2004), Management Information System Controlling is the

objective and goals of the company whether it is followed or not and it also

rates the company’s performance desires.

 40

Table 10. Summary Table on the Sustainability of Procurement

Operation Management on Delivery Services
Variables Composite Interpretation Rank
Mean

Planning 3.97 Sustainable 1

Organizing 3.84 Sustainable 5
Staffing 3.86 Sustainable 4
Directing 3.91 Sustainable 2
Controlling 3.90 Sustainable 3

Overall Mean 3.90 Sustainable

As indicated in Table 10, the summary table on the sustainability of

operation management on delivery services which has an overall mean of

3.90 composite mean was interpreted as Sustainable. Planning got a 3.97

composite mean, directing got a 3.91 composite mean, controlling got a

3.90 composite mean, staffing got a 3.86 composite mean, and lastly,

organizing got a composite mean of 3.84. All variables are interpreted as

Sustainable.

Edward (2018), in his study, stated that managers need to

implement the plan. They must have an understanding of the strengths and

weaknesses of their personnel. Leading people to achieve the

organization’s goals requires the proper allocation of resources and an

effective support system. Directing requires exceptional interpersonal skills

 41

and the ability to motivate people. One of the crucial issues in directing is

the correct balance between staff needs and production.

3. Satisfaction rating on the service quality of delivery services

of J&T Express in terms of:

3.1. reliability;

Table 11. Satisfaction Rating on the Service Quality of Delivery

Services in terms of Reliability
Indicators Mean Interpretation Rank
*Express delivery service quickly and 3.68 Very Satisfied 1
accurately

*Keeps confidential records 3.32 Very Satisfied 3

*Consistently provide a perceived 3.48 Very Satisfied 2
quality of service

*Dependability in handling customers’ 3.24 Satisfied 4.5

service problems

*Maintaining error-free records 3.24 Satisfied 4.5

Composite Mean 3.39 Very Satisfied

Legend:
Mean Scale Descriptive Interpretation

3.26-4.00 Very Satisfied

2.51-3.25 Satisfied

1.76-2.50 Unsatisfied

1.00-1.75 Very Unsatisfied

As revealed in Table 11, shows the satisfaction rating on the service

quality of delivery services of J&T Express in terms of reliability, obtaining

a composite mean of 3.39 as Very Satisfied. The first (1st) statement,

express delivery service quickly and accurately got a 3.68 composite mean
 42

and was interpreted as Very Satisfied, the second (2nd) statement,

consistently provide a perceived quality of service got a composite mean

of 3.48 as Very Satisfied, the third (3rd) statement, keeps confidential

records got a composite mean of 3.32 as Very Satisfied, and the fourth (4th)

statement, dependability in handling customers’ service problems and fifth

(5th) statement, maintaining error-free records got the same composite

mean of 3.24 interpreted as Satisfied.

Abd-El-Salam (2013), Impact of Service Quality on Customer

Satisfaction Customer assurance through the reliability of a service the

capacity of the service provider to deliver a deemed high level of service

consistently. Trust and the overall image a customer has after using a

service are impacted by reliability.

 43

3.2. assurance;

Table 12. Satisfaction Rating on the Service Quality of Delivery

Services in
Indicators Mean Interpretation Rank

*Knowledgeable and courteous 3.52 Very Satisfied 3

employees who inspire confidence and
trust from their customers

*Quick and efficient in-service delivery 3.52 Very Satisfied 3

*Strong knowledge to answer inquiries 3.52 Very Satisfied 3
about offerings and their operations

*Making customers feel safe in their 3.48 Very Satisfied 5

transactions

*Service delivery representatives 3.56 Very Satisfied 1

perform his/her duty professionally and
ethically

Composite Mean 3.52 Very Satisfied

As revealed in Table 12, shows the satisfaction rating on the service

quality of delivery services of J&T Express in terms of assurance which has

a composite mean of 3.52 interpreted as Very Satisfied. The fifth (5 th)

statement, service delivery representative perform his/her duty

professionally and ethically got a 3.56 composite mean and was interpreted

as Very Satisfied, the first (1st) statement, knowledgeable and courteous

employees who inspire confidence and trust from their customers, the

second (2nd) statement, quick and efficient in-service delivery and the third

(3rd) statement, strong knowledge to answer inquiries about offerings and

their operations got the same composite mean of 3.52 as Very Satisfied,

and the fourth (4th) statement, making customers feel safe in their
 44

transactions got a 3.48 composite mean and was interpreted as Very

Satisfied.

Blery (2009), Impact of Service Quality on Customer Satisfaction

gaining the trust of customers. The ability to inspire customers’ trust and

confidence, it must have knowledgeable staff who treat customers with

respect.

3.3. tangibility;

Table 13. Satisfaction Rating on the Service Quality of Delivery

Services in Tangibility
Indicators Mean Interpretation Rank

*Express charge price is reasonable 3.48 Very Satisfied 2

*Express company service facilities and 3.36 Very Satisfied 4
transportation tools advance and
efficient

*Visually appealing facilities 3.24 Satisfied 5

*The pamphlets and statements are 3.44 Very Satisfied 3
clear, attractive, and well explained

*Employees dress code and the image 3.64 Very Satisfied 1

of decent

Composite Mean 3.43 Very Satisfied

As indicated in Table 13, shows the satisfaction rating on the service

quality of delivery services of J&T Express in terms of tangibility, obtaining

a composite mean of 3.43 as Very Satisfied. The fifth (5th) statement,

employees dress code and the image of decent got a 3.64 composite mean

and was interpreted as Very Satisfied, the first (1st) statement, express

charge price is reasonable got a composite mean of 3.48 as Very Satisfied,

 45

the fourth (4th) statement, The pamphlets and statements are clear,

attractive, and well explained got a composite mean of 3.44 as Very

Satisfied, the second (2nd) statement, Express company service facilities

and transportation tools advance and efficient got a 3.36 composite mean

and interpreted as Very Satisfied, and the third (3rd) statement, Visually

appealing facilities got a composite mean of 3.24 interpreted as Satisfied.

Libo-on Ph. D. (2022), Service Quality Influence on Customer

Satisfaction in Courier Service: A Comparative Study it is determined by

the courier’s delivery team including how well-mannered and professional

they are, whether the service express is damaged, and whether you can

track the status of your delivery online in real time.

3.4. empathy;

Table 14. Satisfaction Rating on the Service Quality of Delivery

Services in Empathy
Indicators Mean Interpretation Rank

*Understand and value the customers’ 3.44 Very Satisfied 3

advice and opinions

*Pay attention in individual customer 3.32 Very Satisfied 4.5

problems and demands

*Express company maintain customer 3.48 Very Satisfied 2

relationship

*Convenient operating delivery hours 3.32 Very Satisfied 4.5

*Convenient location of delivery 3.60 Very Satisfied 1

Composite Mean 3.43 Very Satisfied

 46

As revealed in Table 14, shows the satisfaction rating on the service

quality of delivery services of J&T Express in terms of empathy which has

a composite mean of 3.43 was interpreted as Very Satisfied. The fifth (5th)

statement, convenient location of delivery got a 3.60 composite mean and

was interpreted as Very Satisfied, the third (3rd) statement, express

company maintain customer relationship got a composite mean of 3.48 as

Very Satisfied, the first (1st) statement, understand and value the

customers’ advice and opinions got a composite mean of 3.44 as Very

Satisfied, the second (2nd) statement, pay attention in individual customer

problems and demand and fourth (4th) statement, convenient location of

delivery got the same composite mean of 3.32 was interpreted as Very

Satisfied.

Ramya et. al., (2019), A Study of Courier Service Quality and

Customer Satisfaction: The empathy has to do with the employee's

individual care and concern for the clients. It includes a customized service

or set of services made to better suit the various needs, wants, and tastes

of customers.
 47

3.5. responsiveness;

Table 15. Satisfaction Rating on the Service Quality of Delivery

Services in Responsiveness
Indicators Mean Interpretation Rank
*Able to provide customer service in a 3.48 Very Satisfied 2
timely manner

*Willingness to assist customers and 3.60 Very Satisfied 1

deliver prompt service

*Keeping customers informed about 3.44 Very Satisfied 3.5

when services will be performed

*Exact time of J&T Express service 3.44 Very Satisfied 3.5

delivery

*J&T Express response to complaint in 3.32 Very Satisfied 5

time

Composite Mean 3.46 Very Satisfied

As revealed in Table 15, shows the satisfaction rating on the service

quality of delivery services of J&T Express in terms of responsiveness,

obtaining a composite mean of 3.46 as Very Satisfied. The second (2 nd)

statement, Willingness to assist customers and deliver prompt service got

a 3.60 composite mean and was interpreted as Very Satisfied, the first (1st)

statement, able to provide customer service in a timely manner got a

composite mean of 3.48 as Very Satisfied, the third (3rd) statement, keeping

customers informed about when services will be performed and fourth (4 th)

statement, exact time of J&T Express service delivery got the same

composite mean of 3.44 as Very Satisfied, and the fifth (5th) statement, J&T
 48

Express response to complaint in time got a composite mean of 3.32

interpreted as Very Satisfied.

Responsiveness: Its readiness to assist consumers that personnel

should be given enough time to reply to requests from customers and that

they should always be willing to assist them.

Table 16. Summary Table on the Satisfaction Rating on the Service

Quality on Delivery Services
Variables Composite Interpretation Rank
Mean

Reliability 3.39 Very Satisfied 4

Assurance 3.52 Very Satisfied 1
Tangibility 3.43 Very Satisfied 3.5
Empathy 3.43 Very Satisfied 3.5
Responsiveness 3.46 Very Satisfied 2

Overall Mean 3.45 Very Satisfied

As indicated in Table 16, the summary table on satisfaction rating

on the service quality on delivery services which has an overall mean of

3.45 composite mean and was interpreted as Very Satisfied. Assurance

got a 3.52 composite mean, responsiveness got a 3.46 composite mean,

tangibility and empathy got the same composite mean of 3.43, and lastly,

reliability got a 3.39 composite mean. All variables are interpreted as Very

Satisfied.

Johnson E. J., Karlay J. S. et.al (2018) pointed out in this study

entitled “Impact of Services Quality on Customer Satisfaction” they have a

 49

service quality assessment scale to develop skills and services rates the

service quality into five categories this is reliability, assurance, tangibles,

empathy, and responsiveness to measure services quality before and after

service consumption, therefore they come up with this study to show how

service quality exists in a long-term objective.

4. Significant Relationship between the Sustainability of

Procurement Operation Management on Delivery Services

and Rating itself.

Table 17. Significant Relationship between the Sustainability of

Procurement Operation Management on Delivery Services and Rating
itself.
p-value
Variables r-value t-stat (two-tailed), Decision Remarks
(value) p < .05.

operation
management
-0.235 -1.16 0.257949 Accept Ho Non-significant
rating on delivery
service

Table 17 shows the significant relationship between the

sustainability of procurement operation management on delivery services

and rating itself. The variables on the sustainability of procurement

operation management and rating itself on delivery services obtained the

r-value of -0.235, t-stat value of -1.16 with p-value (two-tailed) at p < .05.

Since the p-value (0.257949) is greater than 0.05, the null hypothesis is
 50

accepted. It concludes that there is no significant relationship between the

sustainability of procurement operation management on delivery services

and rating itself.

Opresnik D., and Taisch M. (2015), operation management is

defined as the total pattern of decisions that shape the long-term

capabilities of any type of operation and their contribution to the overall

strategy through the reconciliation of requirements with operation

resources. This would mean that the sustainability and operation

management would have to define and propose a pattern of decision

impact. Sustainability is positioned within operation management. This

means that multiple types of operation have the characteristics of being

sustainable.
 51

5. Problems Encountered by J&T Express in Implementing

Procurement Operation Management in terms of delivery

services.

Table 18. Problems Encountered by J&T Express in Implementing

Procurement Operation Management in terms of delivery services.
(Employee)
Problems Encountered F % Rank

*Mishandling of fragile product 10 11 3.5

*Dropping the parcel in delivering hour 8 9 6.5
*Delayed deliveries 16 17 1
*Poor customer service 8 9 6.5
*Well delivered in an unacceptable condition 8 9 6.5
*Inability to manage multiple customers 7 8 9
*Poor visibility on the courier delivery operations 6 7 10
*Delivering well with any damaged 10 11 3.5
*High delivery cost 8 9 6.5
*Other problems (poor signals) 11 12 2

*Multiple Responses

As revealed in Table 18, shows the percentage of problems

encountered by J&T Express in implementing procurement operation

management in terms of delivery services. Delayed deliveries got a (17%)

has a frequency of 10; other problems (poor signals) got a (12%) has a

frequency of 11; mishandling of fragile product, and Delivering well without

any damaged got the same percentage of 11(%) has 10 frequency;

dropping the parcel in delivering hour, poor customer service, well

 52

delivered in an unacceptable condition, and high delivery cost got the same

percentage of 9(%); inability to manage multiple customers got an (8%) has

a frequency of 7; lastly, poor visibility on the courier delivery operations got

a (7%) and has a frequency of 6.

Table 19. Problems Encountered by J&T Express in Implementing

Procurement Operation Management in terms of delivery services.
(Customer)
Problems Encountered F % Rank

*Mishandling of fragile product 10 16 2

*Dropping the parcel in delivering hour 4 6 6.5
*Delayed deliveries 17 27 1
*Poor customer service 9 15 3
*Well delivered in an unacceptable condition 3 5 8
*Inability to manage multiple customers 4 6 6.5
*Poor visibility on the courier delivery operations 5 8 5
*Delivering well with any damaged 8 13 4
*High delivery cost 2 3 9
*Other problems 0 0 10

*Multiple Responses

As revealed in Table 19, shows the percentage of problems

encountered by J&T Express in implementing procurement operation

management in terms of delivery services. Delayed deliveries got a (27%)

has a frequency of 17; mishandling of fragile products got a percentage of

16(%) has a frequency of 10; poor customer service got (15%) has a

frequency of 9; delivering well without any damaged got (13%) and has a
 53

frequency of 8; poor visibility on the courier delivery operations got a (8%)

has a 5 frequency; dropping the parcel in delivering hour, and inability to

manage multiple customers got the same percentage of 6(%) has a

frequency of 4; lastly, well delivered in an unacceptable condition got 5% has

a frequency of 3.

Russell (2021) time management is one of the biggest challenges in

the service delivery process. You must continue working on several

projects at once while you have a limited amount of time. Therefore, it is

challenging to manage time according to needs. A company’s service

quality suffers as a result of ineffective departmental coordination. This

makes it one of the main difficulties those engaged in service delivery

encounter.

Crossflight Global Express Courier, Mail, and Logistics (2019)

stated that there are 6 common problems that may be encountered in

delivery service; late delivery, goods delivered in an unacceptable

condition, competitive pricing, delayed customs clearance, poor customer

service, and frequent service issues. To avoid those problems, manage the

delivery service by conducting and researching the courier’s reputation, will

be able to safely pack the products each and every time, packed safely and

securely so the product cannot be damaged or lost during delivery service.

By choosing the right courier that has knowledge and experience with

customs that they will notice any potential issues that will be experienced.
 54

6. Proposed Action Plan in Improving the Procurement

Operation Management of J&T Express on Delivery

Services.

Proposed Action Plan in Improving the Procurement Operation

Management of J&T Express on Delivery Service
55
56
57
 58

Chapter 4

DISCUSSIONS

The purpose of this chapter is to summarize the findings that

emerged from the study suggested, revealed, or indicated. This usually

refers to the totality outcomes, rather than the conclusions or

recommendations drawn from them.

Summary of Findings

From the foregoing analysis and interpretation made, the following

findings drawn presented:

1. Existing Procurement Operation Management Practices

Employed by J&T Express. For the J&T Express employees

existing procurement operation management practices, Packaging

and Unitization got 16%, Implementing technology and automation,

ensuring orders are shipped safely and on time, and Storage,

warehousing, and materials handling got 15%, and Information and

Control got 14%.

2. Sustainability of Procurement Operation Management on

Delivery Services in terms of:

2.1 Planning. Focusing on the task and responsibilities to plan for

future success, and the ability to organize the activities in line

with set guidelines while still remaining within the limits of the
 59

available resources such as time, money, and labor (4.00) as a

composite mean. Setting priorities in line with company goals

and reviewing systems and policies, and developing necessary

strategies, outline the task and schedule on how to achieve

certain objectives with the available resources and have a good

plan (3.96). Encourage innovation and change in order to make

the organization as a whole more productive and profitability

(3.92).

2.2 Organizing. Identifying different activities of the delivery to

perform, and making a list of all deliver to achieve the target goal

of customers (3.88), the skills and knowledge of employees are

utilized in achieving the organization’s mission, and the

management is aware of the need to improve performance

through a learning process (3.84), departments engage with

each other to check the policies and directions are moving

(3.76).

2.3 Staffing. Manager empowers employees to acquire the skills

and knowledge needed to achieve the organizational mission,

conduct periodic inspections in operation management in terms

of deliveries (3.88). Awareness of all the details of the contracts

concluded between the management and the employees,

providing them with opportunities to fully realize their potential

 60

and skills, and being a good personal example to the employees

by giving them motivation (3.84)

2.4 Directing. Facilitate the work and makes the function of

management success (4.00), holding daily meetings informing

management of work (3.96), keeping and continuing the

activities of the operation management on delivery service, and

the operation management coordinates delivery employees to

ensure the plan runs to the schedule and everyone is pulling in

the same direction (3.88). held proper training in communication

to help achieve a high level of coordination

2.5 Controlling. Helping managers to identify irregularities such as

cost overrun, employee turnover, and product defects, provide

the ways the operation management of delivery service, and

corrective actions to ensure the attainment of objectives in

sustainability (3.96). Motivates employees and their productivity

(3.84), and Managers can lower-level involvement when it

comes to decisions making (3.80).

3. Satisfaction Rating on the Service Quality on Delivery Services of

J&T Express in terms of:

3.1 Reliability. Express delivery service quickly and accurately

(3.68), Consistently provide a perceived quality of service (3.48),

and keeps confidential records (3.32), and dependability in

 61

handling customers’ service problems and maintaining error-free

records (3.24).

3.2 Assurance. Service delivery representatives perform his/her

duty professionally and ethically (3.56), Knowledgeable and

courteous employees who inspire confidence and trust from their

customer, quick and efficient in-service delivery, and strong

knowledge to answer inquiries about offerings and their

operations (3.52). making customers feel safe in their

transactions (3.48).

3.3 Tangibility. Employees dress code and the image of decent

(3.64), express charge price is reasonable (3.48), the pamphlets

and statements are clear, attractive, and well explained (3.44).

express company service facilities and transportation tools are

advanced and efficient (3.36). Visually appealing facilities (3.24).

3.4 Empathy. Convenient location of delivery (3.60), express

company maintain customer relationship (3.48), and understand

and value the customers’ advice and opinions (3.44). Pay

attention to individual customer problems and demand, and

convenient operating delivery hours (3.32).

3.5 Responsiveness. Willingness to assist customers and deliver

prompt service. (3.60), able to provide customer service in a

timely manner (3.48), keeping customers informed about when

 62

services will be performed and exact time of J&T Express service

delivery (3.44). J&T Express response to complaint in time

(3.32).

4. Significant Relationship between the Sustainability of

Procurement Operation Management on Delivery Services and

Rating itself. The variables on the sustainability of procurement

operation management and rating itself on delivery services obtained

the r-value of -0.235, t-stat value of -1.16 with p-value (two-tailed) at p <

.05. Since the p-value (0.257949) is greater than 0.05, the null

hypothesis is accepted.

5. Problems Encountered by J&T Express in Implementing

Procurement Operation Management in terms of delivery services.

Problems encountered by the employee from the customer, delayed

deliveries got 17%, mishandling fragile products and delivering well

without any damage got 11%, dropping the parcel in the delivery hour,

poor customer service, well delivered in an unacceptable condition, and

high delivery cost 9%.

6. Proposed Action Plan in Improving the Procurement Operation

Management of J&T Express on Delivery Services.

 63

Conclusions

From the summary of conclusions, the researchers formulated the

following conclusions:

1. All existing procurement operation management practices

employed by the J&T Express. “Packaging and unitization” practice

by the employees, especially the delivery riders.

2. The company should sustain the procurement operation

management in terms of planning, organizing, staffing, directing,

and controlling.

3. To keep customer satisfied, the company give an excellence service

quality on delivery service in terms of reliability, assurance, tangible,

empathy, and responsiveness,

4. There is no significance between sustainability of procurement

operation management in terms of planning, organizing, staffing,

directing, and controlling, on delivery service in terms of reliability,

assurance, tangible, empathy, and responsiveness.

5. Most of the problems, J&T Express delivery riders encountered

were the complaints of customers, especially the delayed deliveries

and poor signals from the company.

 64

Recommendation

Based on the conclusions presented, this study came up with the

following recommendation:

1. J&T Express should maintain and improve their operation practices,

especially in implementing operation planning.

2. J&T Express should inform their customers about the arrival of their

package and have the right customer information given to the driver.

3. J&T Express delivery drivers should give an update to inform their

customers if they can’t deliver it on time because of unexpected

situations (ex. Weather conditions, traffic, etc.)

4. J&T Express should make an action plan to monitor the

procurement operation management on delivery service to maintain

the good service quality giving them to their customers.

5. The company should always give motivation and inspiration to their

employees especially to the delivery riders to have an excellence

performance.
 65

REFERENCES

Abd-El-Salam, E. M., Shawky, A. Y., & El-Nahas, T. (2013). The impact of

corporate image and reputation on service quality, customer
satisfaction and customer loyalty: testing the mediating role. Case
analysis in an international service company. Journal of Business and
Retail Management Research, 8(1).
Blery (2009). "Impact of Service Quality on Customer Satisfaction and
Customer Loyalty. " Pakistan Journal of Commerce and Social
Sciences 2014, Vol. 8 (2), 331- 354
Crossflight (2019) "Common Courier Problems and How to Avoid Them. "
Gordon, J. (2022). Fayol’s Administrative Theory of Management.
Administrative Industrielle et Generale.
Jeseviciute-Ufartiene, L. (2014). Importance of planning in management
developing organization. Journal of Advanced Management Science
Vol, 2(3), 176-180.
Johnson, E. H. I. G. I. E., & Karley, J. (2018). Impact of service quality on
customer satisfaction.
Kaura et al., "Impact of service quality on customer satisfaction." (2012).
Klokkenga, B. (2020). How to measure the 5 dimensions of service
quality: Five dimensions of service quality.
Libo-on, J. T. (2020). Service quality influence on customer satisfaction in
courier services: A comparative study. American International Journal
of Business Management (AIJBM), 4(3), 51-63.
Opresnik, D., & Taisch, M. (2015). The conceptualization of sustainability
in operations management. Procedia CIRP, 29, 532-537.
Peinado, J., Graeml, A. R., & Vianna, F. (2018). Operations management
body of knowledge and its relevance to manufacturing and service
organizations. Revista de Gestão.
R. Ployhart (2011) "Staffing in the 21st Century: New Challenges and
Strategic Opportunities. " Journal of Management 32(6):868-897
 66

Ramya et al., (2019) "A Study of Courier Service Quality and Customer
Satisfaction. " International Journal of Applied Business and
International Management (IJABIM) Vol. 7 No. 1, pp.137-150 , April,
2022 E-ISSN: 2621-2862 P-ISSN: 2614-7432
Raymond, E. (2018). An Elaboration of the Administrative Theory of the 14
Principles of Management by Henri Fayol (Teoría
administrativa). International Journal for Empirical Education and
Research, 41-52.
Russell (2021) "What Are The Challenges Of Service Delivery.
S. Jaya (2017) "Directing Function of Curriculum Implementation on
Leadership Training Level IV in Human Resources Development
Agencyof North Sumatera Province (BPSDM Provsu)." IOSR Journal
Of Humanities And Social Science (IOSR-JHSS) Volume 22, Issue 6,
Ver.10 (June. 2017) PP 01-06 e-ISSN: 2279-0837, p-ISSN: 2279-
0845.
 67

APPENDIX A

Letter Permit to Conduct the Study

 68

APPENDIX B

Instrument

(Employees)
69
70
 71

(Customers)
72
 73

APPENDIX C

Documentation

1. Pilot Testing

A. Employees

Novemeber 3, 2022, researchers conducted a pilot test to delivery

drivers that is a non-participant of the study to ensure the clarity of the

given instructions and the difficulty level of the questions asked.

 74

B. Customers

Novemeber 3, 2022, researchers conducted a pilot test to a customer

that is a non-participant of the study to ensure the clarity of the given

instructions and the difficulty level of the questions asked.

 75

2. Actual Survey

A. Employees

Novemeber 4, 2022, researchers surveyed J&T Employees to help

gather data and evaluate the procurement operation management on

delivery services towards its sustainability.

 76

B. Customers

Novemeber 4, 2022, researchers surveyed J&T Customers to help

gather data and evaluate the procurement operation management on

delivery services towards its sustainability.

 77

2. Excel Computation
78
 79

3. Computation on Significant Relationship between the

Sustainability of Operation Management on Delivery Services and

Rating itself
 80

APPENDIX D

CERTIFICATE OF ORIGINALITY

This is to certify that the research work presented in this Feasibility Study

entitled “SUSTAINABILITY OF PROCUREMENT OPERATION

MANAGEMENT ON DELIVERY SERVICES OF J&T EXPRESS IN

NOVALICHES, QUEZON CITY” for the degree of Bachelor of Science in

Business Administration major in Marketing Management in Bestlink

College of the Philippines embodies the result of the original and scholarly

work carried out by the undersigned. This Business Research does not

contain words for the award of a degree from any higher education

institutions, except where proper referencing and acknowledgement were

made.

KENNETH G. BIGCAS

GENEBELL H. MAMBEAR

ANNIE A. MERLIN

LOWEL V. OLLERAS

MIRA VERANO
 81

APPENDIX E

CERTIFICATE OF GRAMMARIAN

This is to certify that the Undergraduate Research Study Entitled

SUSTAINABILITY OF PROCUREMENT OPERATION

MANAGEMENT ON DELIVERY SERVICES OF J&T

EXPRESS IN NOVALICHES, QUEZON CITY

Submitted by its authors

KENNETH G. BIGCAS

GENEBELL H. MAMBEAR

ANNIE A. MERLIN

LOWEL V. OLLERAS

MIRA VERANO

has been edited language, grammar, punctuation, spelling, and

overall style. Neither the research contents nor the author`s ideas were

altered during the editing process.

JENNYLENE A. ABALOS, SMRIEdr.

Editor

Date: November 22, 2022

 82

APPENDIX F

STATISTICIAN’S CERTIFICATION

This is to certify that the Undergraduate Research Study Entitled

SUSTAINABILITY OF PROCUREMENT OPERATION
MANAGEMENT ON DELIVERY SERVICES OF J&T

EXPRESS IN NOVALICHES, QUEZON CITY

Submitted by its authors

KENNETH G. BIGCAS

GENEBELL H. MAMBEAR

ANNIE A. MERLIN

LOWEL V. OLLERAS

MIRA VERANO

has been computed and checked for the proper statistical tools
used, tabulation, presentation, analysis, and interpretation of data.

JEREMIAH P. PALMIANO, MBA

Statistician

Date: November 22, 2022

 83

APPENDIX G

GRAMMARIAN CURRICULUM VITAE

 84

APPENDIX H

STATISTICIAN CURRICULUM VITAE

 85

APPENDIX I

RESEARCH ADVISER CURRICULUM VITAE

86
87
88
 89

APPENDIX J

RESEARCHERS

KENNETH GODALLA BIGCAS

2379 Kapatiran Street Barangay Commonwealth,

Quezon City [email protected]
0907-441-8808

CAREER OBJECTIVES

• To secure a challenging position in reputable organization to expand my

learning, knowledge, and skills.
• Secure a responsible career opportunity to fully utilize my training and
skills, while taking a significant contribution to the success of the company.
• To make sure of my interpersonal skills to achieve goals of a company that
focuses on customer satisfaction and customer experience.

EDUCATIONAL BACKGROUND

Tertiary: Bestlink College of the Philippines

1071 Brgy. Kaligayahan Quirino Highway Novaliches,
Quezon City
S.Y. 2018 – Present

Secondary: ABE International Business College

1 Villongco St. Commonwealth, Quezon City
TVL - Housekeeping
S.Y.2016-2018

Justice Cecilia Munoz Palma High School

Molave St. Payatas, Quezon City
S.Y. 2012-2016
 90

Primary: Commonwealth Elementary School

Commonwealth Ave. Brgy. Comm. Quezon City
S.Y. 2006-2012

PERSONAL INFORMATION

• Subic Seminar (March 2020)

• Student Leadership Training (November 2019)
• Business Fair (March 2019)
• National Skill Training Program NSTP (February 2019)
• Gearing Grade 12 Student for on-the-job Training (October 2017)
• APPOINTMENT ORDER Officer, Bachelor of Science in Business
Administration Bestlink College of the Philippines S.Y. 2018
• Elected Treasurer of Senior High School Supreme Student Council ABE
International Business College Fairview Campus S.Y July 27, 2017

SEMINAR AND TRANING

Birthday : May 8, 2000

Age : 22 years old
Gender : Male
Height : 5’8
Weight : 121.25
Nationality : Filipino
Marital Status : Single
Religion : Roman Catholic
Mother Name : Lorena Godalla Bigcas
Father Name : Jose Oxales Bigcas

Bigcas, Kenneth G.
Applicant’s name and Signature
 91

GENEBELL HUBAHIB MAMBEAR

Blk 6 Lot 8 Singian Ville Phase 2 Luzon Brgy.
Culiat Quezon City [email protected]

0908-633-5999

CAREER OBJECTIVES
• To be part of the dynamic community who aspires for excellence and
achieve goals with creativity.

EDUCATIONAL BACKGROUND

Tertiary: Bachelor of Science in Business

Administration Major in Marketing
Bestlink College of the Philippines
1071 Brgy. Kaligayahan Quirino Highway,
Novaliches Quezon City
S.Y. 2018 – Present

Secondary: ABM Marketing

ABE International Business College
Commonwealth, Quezon City
S.Y. 2016-2018

New Era High School

Tandang Sora, Quezon City
S.Y. 2012-2015

Primary: New Era Elementary School

S.Y. 2006-20121
 92

PERSONAL INFORMATION

Birthday : October 4, 1999

Age : 23 years old
Gender : Female
Height : 5’2
Weight : 45kg
Nationality : Filipino
Marital Status : Single
Religion : Roman Catholic

Mambear, Genebell H.
. Applicant’s name and Signature
 93

ANNIE AURE MERLIN

1796 Everlasting Street Area D Camarin,
Caloocan City

[email protected]

0948-297-3946

CAREER OBJECTIVES

• To be part of the company that indulges my professional growth which

provides challenging and rewarding career while allowing me to utilize
my knowledge and skills.

EDUCATIONAL BACKGROUND

Tertiary: Bachelor of Science in Business

Administration Major in Marketing
Bestlink College of the Philippines
1071 Brgy. Kaligayahan Quirino Highway,
Novaliches Quezon City
S.Y. 2018 – Present

Secondary: Cielito Zamora High School

Annex II
S.Y. 2012-2015

Primary: Cielito Zamora Memorial Elementary

School
S.Y. 2006-20121
 94

SEMINAR AND TRAINING

Subic Seminar (March 2020)

Business Fair (March 2019)

PERSONAL INFORMATION

Birthday : October 27, 1992

Age : 30 years old
Gender : Female
Height : 5’2
Weight : 48kg
Nationality : Filipino
Marital Status : Married
Religion : Roman Catholic

Merlin, Annie A.
Applicant’s name and Signature
 95

LOWEL VALENZUELA OLLERAS

Luisito Street Joan of Arc Gulod Novaliches,
Quezon City
[email protected]
0995-093-2797

CAREER OBJECTIVES

• To make use of my interpersonal skills to achieve goals of a company that

focuses on customer satisfaction and customer experience.

EDUCATIONAL BACKGROUND

Tertiary: Bachelor of Science in Business

Administration Major in Marketing
Bestlink College of the Philippines
1071 Brgy. Kaligayahan, Quirino Highway,
Novaliches Quezon City
S.Y. 2018 – Present

Secondary: Dona Rosario High School

Novaliches, Quezon City
S .Y. 2015-2016

Primary: Rosa L. Susano Elementary School

Novaliches, Quezon City
S.Y. 2010-2011

SEMINAR AND TRAINING

Subic Seminar (March 2020)

Business Fair (March 2019)
 96

PERSONAL INFORMATION

Birthday : November 26, 1998

Age : 23 years old
Gender : Male
Height : 5’6
Weight : 90kg
Nationality : Filipino
Marital Status : Single
Religion : Roman Catholic

Olleras, Lowel V.
Applicant’s name and Signature
 97

MIRA VERANO

Blk 7 Lot 10 Horizon Ville Brgy. 171 Bagumbong,

Caloocan City [email protected]
0927-797-9174

CAREER OBJECTIVES

• To be able to use and expand my special skills and share my knowledge

with other and gain more of it in the process.

EDUCATIONAL BACKGROUND

Tertiary: Bachelor of Science in Business

Administration Major in Marketing
Bestlink College of the Philippines
1071 Brgy. Kaligayhan Quirino Highway,
Novaliches, Quezon City
S.Y. 2018 – Present

Secondary: Brgy. Bunga National High School

Bunga, Baybay Leyte
S.Y. 2014-2015

Primary: Marcos Elementary School

Marcos, Baybay Leyte
S.Y. 2010-2011

SEMINAR AND TRAINING

Subic Seminar (March 2020)

Business Fair (March 2019)
 98

PERSONAL INFORMATION

Birthday : May 21, 1999

Age : 23 years old

Gender : Female

Height : 5’3

Weight : 49kg

Nationality : Filipino

Marital Status : Single

Verano, Mira
Applicant’s name and Signature