CUSTOMER SATISFACTION OF J&T EXPRESS IN BARANGAY TINIGUIBAN

PUERTO PRINCESA CITY, PALAWAN

BARONE, JOHN PATRICK S.

CORNEJO, RICK WALTER B.
SETIER, MARK KEVIN P.

AN GRADUATE THESIS PROPOSAL SUBMITTED TO THE RESEARCH

COMMITTEE OF THE COLLEGE OF BUSINESS AND MANAGEMENT
WESTERN PHILIPPINES UNIVERSITY PUERTO PRINCESA
CAMPUS, PUERTO PRINCESA CITY, IN PARTIAL
FULFILLMENT OF REQUIREMENTS
FOR THE DEGREE OF

BACHELOR OF SCIENCE IN BUSINESS ADMINISTRATION

MAJOR IN MARKETING MANAGEMENT

SEPTEMBER 2022
 ii

ACKNOWLEDGEMENT

The researchers would like to express their thanks and gratitude to the following

individuals who gave their time, presence, and effort in assisting them with their thesis

successfully:

To Ms Cecilia F. Malolos, their research adviser. For the continued support, time,

guidance, knowledge and assistance that led to feat this study. For giving them suggestions,

and continues to help them in this proposal fruitfully;

To Dr, Sol De Villa B. Rama, Dean of the college of the college of business and

Management for approving and giving permission to conduct and approval for the

understanding this studies;

To their family, for understanding their situations and for giving them guidance all

throughout the study; and

To the Great and Almighty God, for wisdom and knowledge and protection. For

giving them courage and strength in all challenges, struggles they had been through, and as

he continue to give them more blessing and power.

Thank you so much!

The Researchers,
 iii

TABLE OF CONTENTS

TITLE PAGE i
ACCEPTANCE PAGE ii
ACKNOWLEDGEMENT iii
TABLE OF CONTENT iv
LIST OF TABLES v
LIST OF FIGURES vi
LIST OF APPENDICES vii

CHAPTER

I INTRODUCTION 1

Background of the study 1

Statement of the Problem 2
Objectives of the study 3
Significance of the Study 3
Scope and Limitation of the study 4

II REVIEW OF RELATED LITERATURE 5

Literature 5
Conceptual Framework 7
Conceptual Paradigm of the study 8
Hypothesis 8
Operational Definition of Terms 9

III METHODOLOGY 10

Locale of the Study 10

Research Design 11
Respondents of the study 11
Sampling Procedure 11
Research Instrument 12
Data Gathering 13

BIBLIOGRAPHY
 iv

APPENDICES
 v

LIST OF FIGURES

FIGURE PAGE

1 Research Paradigm of the Study 8

2 Map of Puerto Princesa City Showing the Study Site 10

 vi

LIST OF APPENDICES

APPENDIX PAGE

A Letter Request to the College Dean 28

B Letter to the Respondents 29

C Survey Questionnaire
 CHAPTER I
INTRODUCTION

Background of the study

Before COVID-19, the demand for J&T services had already started it spread

the entire Philippines. They carry parcel from region to other region, city to urban,

abroad to Philippines and vice versa. It is very convenient because buyer can have the

item even they don’t go outside to buy what they want.

In this system costumers wanted to satisfy in all delivery of parcel they order.

In the new post-COVID world, the demand for delivery has increased because both

buyer and seller used this as their exchange of product to money. A satisfied

costumers order again in the application and choose company who are the best for

delivery the parcel. Other people says that when you delivery it is not about the

parcel but the experience that you brought to the customers.

In Puerto Princesa City J&T Express is one of the companies engaged in the

provision of logistics services in the form of delivery of documents and goods that

can compete with other companies. Maintaining the quality of service to the

costumer becomes one part of the strategy that companies do in the face of

competition.

Customer satisfaction is crucial to the success of any company and is required

to forge lasting client relationships. When a customer's expectations for the service

obtained match their impression of the actual service got, this is what is meant by

the term. In other words, customer happiness is a crucial tool for attracting and

retaining devoted clients, which in turn encourages repeat business. As a result,

prosperous companies that stay aggressive and relevant in the market take proactive
 current or potential customer base so they can ensure they are meeting their needs.

Customer satisfaction doesn’t just impact the business’ bottom line, it also impacts

team morale and retention rate. Companies likes this need money to survive. To

make money, company need Customers to work their business successfully.

Statement of the Problem

The purpose of this study is to Customer Satisfaction of J&T Express in

Barangay Tiniguiban Puerto Princesa City Specifically, this research will seek

answers to the following question:

1. What is the demographic profile of the respondents in terms of:

a. Age:

b. Sex:

c. Civil status:

d. Educational attainment; and

c. Average monthly income

2. What is the level of customer satisfaction of J&T customers towards its delivery

service in terms of:

a. Tangible;

b. Reability;

c. Responsiveness;

d. Assurance; and

e. Empathy

3. What are the problems encountered by the J&T customers with the delivery of
 their parcel?

Objective of the study

In This study, we will define customers’ expectations as what customers think

should be offered by the online delivery service apps within Barangay Tiniguiban,

which is; J&T EXPRESS while customers’ perception will be defined as what they

experienced in the applications, and this will be assessed after the performance.

Significance of the study

The findings of this study will be a huge help to the following;

To the online buyer, the result of this study will helps them to know the quality

of delivery service of this company.

To the J&T Company, this study will determine the satisfaction level of the

costumer from the certain area, it will give the company the basic knowledge on

how to make improvements of their services.

To the future Researchers, this study will benefit the future researchers who

wants to know about the costumer satisfactory in the company who works for

services, this will serve as their baseline.

Scope and Delimitation of the Study

This study will be conducted in the four (40 selected Purok in Barangay

Tiniguiban, Puerto Princesa City, Palawan: Purok Uha, Purok huwaran, Purok

Kaakbayan, and Purok San Francisco. This study aims to determine the Customer

Satisfaction of J&T Express in Barangay Tiniguiban. The respondents will be the

costumer of J&T Company.

 CHAPTER II

REVIEW OF RELATED LITERATURE

This chapter circles on related literature as authored by both Filipino and

foreign writers, researchers done in the Philippines and abroad as undertaken both

Filipino and foreign researchers that are perceived to be akined to the study on hand

are considered.

The demand of costumers shopping online is continuously increasing in the

market system of our economy. This leads to companies to delivery door-to -door for

online business and that also known as courier service. So, what is a courier service?

Courier services are delivery companies that help in parcel delivery. Courier services

in the Philippines offer a range of logistic options that provide same-day, standard, or

international delivery. Here was the list of best courier services in the Philippines

those are Fastrack Courier Services, Airspeed, Transportify, Mr. Speedy, 2go Express,

Jrs Express, Abest Express, AP Cargo, Lbc Cargo, Grab Express, Entrego, J&T

Express and Lalamove (An, 2021).

Furthermore, package carriers, also known as parcel, courier, or express

delivery, are best utilized to distribute small and time-sensitive shipments and are

ideally used for online businesses due to the tracking feature and other value-added

services they offer to shippers (Chopra and Meindl, 2013). The shift from traditional

buying to online shopping and home deliveries, being one of the significant influences

of the COVID-19 pandemic worldwide (Unnikrishnan and Figliozzi, 2021), the

package and carrying delivery service are big help to the consumers and retailers.

Indeed, many companies arises for this kind of business and for able for the
company to success in this kind of business they ensure that their customer must be

satisfied to their services. A research in the Polytechnic University of the Philippines

conclude that the connections between quality, consumer satisfaction and loyalty are

one of the most mainstream research points (Altejar et., al., 2019).

In line with this, Oliver Richard defined the customer satisfaction is a kind of

psychological state of customers after their needs are satisfied. It is a kind of value

judgment of customers on the extent to which products or services can meet their own

needs. Which customer satisfaction also includes happiness, curiosity, surprise, and

other forms of expression. In this definition, customer satisfaction, as a psychological

response, is generated from comparing the customers’ actual perception of the service

and their expectation of the service. As a result, customers will buy a product or

service because this kind of product or service can meet their needs, such as providing

pleasure and pain relief (Richard, 1997).

In addition, a researcher in Indonesia found that reliability, responsiveness,

and empathy are significantly related to customer satisfaction (Tang,2022).

Furthermore, they identified that empathy is the most significant factor influencing

customer satisfaction. However, the result shows: that Courier Service Quality has a

positive and significant effect on Customer Satisfaction, and Customer Satisfaction

has a positive and significant impact on Customer Loyalty (Monajemen, 2022)

Lastly, some researcher stated that tangibles do not have a direct effect on

customer satisfaction, while responsiveness and reliability have a direct effect on

customer satisfaction (ForNgaliman, Eka, & Suharto, 2019). The influence of service

quality dimensions on customer satisfaction and loyalty in a service delivery industry

in Indonesia shows that the service quality dimensions of tangibility, reliability,

assurance, responsiveness, and empathy significantly influence customer satisfaction

(Quddus and Hudrasyah, 2014).

Conceptual framework

The conceptual framework of the study was based on idea servqual model.

A conceptual framework on Costumer Section of J&T Express in Barangay

Tiniguiban;

Thomassen’s definition is the most relevant to the aims of this study, given the

emphasis it places on unconscious perception. Although Zeithaml and Bitner, like

Thomassen, say that customer satisfaction is a reaction to the experience gained, there

is no distinction between conscious and unconscious comparisons in their definition.

The boutique claims in its mission statement that it wants to sell not only a

product, but also a feeling. As a result, unconscious comparison will play an important

role in the satisfaction of its customers. Thomassen’s definition is therefore more

relevant.

According to Thomassen, both the so-called “value proposition” and other

influences have an impact on final customer satisfaction. In his satisfaction model,

Thomassen shows that word-of-mouth, personal needs, past experiences, and

marketing and public relations determine customers’ needs and expectations.

These factors are compared to their experiences, with the interplay between

expectations and experiences determining a customer’s satisfaction level.

Thomassen’s model is important for this study as it allows us to determine both the

extent to which the boutique’s customers are satisfied, as well as where improvements

can be made.
Conceptual Paradigm of the study

Independent variables Dependent variables

1. Demographic profile of the 1. Costumer Satisfaction

respondents. a. Reliability

a. Age b. Responsiveness

b. Gender c. Assurance

c. Civil Status d. Tangible

Intervening Variables

1. Problems encountered by

the J&T costumers with the

delivery of their parcel.

Figure 1. Shows the Paradigm of the Study

Hypothesis

The hypotheses that are incorporated and to be tested in this paper are as
follows:

Ho1: There is no significant difference between the profile of the respondents and

their level of customer satisfaction of J&T express.

Operational Definition of Terms

The following terms are defined according to the purpose of the study to make

them clearer to the readers.

Customer -A person or organization that buys goods or service from a store or

business

Courier - A company employee of a company that transports commercial

packages and documents.

Company - J&T EXPRES company.

Delivery - The action of delivering letters, package, or ordered goods.

Operational definition of terms - refers to a detailed explanation of the technical

terms and measurements used in data collection.

Selected – Carefully choose as being the best or most suitable.

Satisfaction- a pleasant feeling that you get when you receive something you

wanted, or when you have done something, you wanted to do.

Service - the delivery of one or more parcel from the client.

Schedule - A plan for carrying out of a process or a procedure, giving list of

intended event and time.

 CHAPTER III

RESEARCH METHODOLOGY

In this chapter the researcher will be use quantitative methodology. The study

design , population and sample will be describe. This chapter will be discuss the

research design, population and sample research instrument, data collection procedure

and data analysis.

Locale of the Study

Tiniguiban is a barangay in the city of Puerto Princesa. Its population as

determined by the 2020 census was 13, 565. This represented 4.42% of the total

population of Puerto Princesa.

Tiniguiban is situated at approximately 9.7740, 118.7386, in the island of Palawan.

Elavation at these coordinates is estimated at 18.0 meters or 59.1 feet above mean sea

level.
Research Design

Survey research design will be used in this study. A descriptive – correlational

research design in which the researcher is primarily interested in describing the

relationships among variables, this research design will help to get the data needed.

Respondent of the Study

The respondents of the study will be the three hundred eighty-nine (389) J&T

Customers in Barangay Tiniguiban, Puerto Princesa City, Palawan.

Sampling Procedure

The researchers will use stratified random sampling in this study. Using

Slovin’s formula in computing the sample size (number of respondents).

n= N/1+Ne2

Where:
(Source: Google Map)
 n = sample size N = population

1 = constant e = margin of error (0.05)

n=? N = 13, 565

1 = constant e = (0.05)²

n = 13, 565

1 + 13, 565 (0.05)²

N = 388.5 or 389

Research Instrument

The Survey questionnaire will be use in this study and will be distributed to

the respondents to gather the necessary data. The questionnaire is be divided in four

(4) parts. Part I deals with the demographic profile of the respondents; Part II

consisted of the level of costumers' satisfaction towards delivery service; Part III deals

with the significant difference between the profile of the respondents and their level of

satisfaction with the delivery service; and, Part IV are the problems encountered by

the J&T costumer with the deliveries of the parcel.

Liker scale will be use to provide information that will be useful in this study. 5-point

Liker scale below will be used to measure the level of satisfaction of the J&T

customers:

5 – Strongly agree

4 – agree

3 – undecided
 2 – disagree

1 – strongly disagree

To measure the level of customer satisfaction, the following range will be used:

4.50– 5.00 – Highly satisfied

3.50 – 4.49 – satisfied

2.50 – 3.49 – undecided

1.50 – 2.49 – dissatisfied

1.00– 1.49 – very dissatisfied

Data Gathering Procedure

To gauge the level of customer satisfaction with J&T Express, questionnaires

will be distributed to the respondents. Additionally, it will serve as the study's main

tool.

The researchers will personally administer the questionnaire to the respondents.

The researcher will take the proper steps in data gathering, first, they will send out the

letter to the dean of CBM as well as to the Barangay Captain of Barangay Tiniguiban

to legalized the data gathering. They will also present a letter to the respondents to

seek permission and administer and conduct this study.

APPENDIX C. Letter of Request to the Barangay

October 05, 2022

Barangay Chairman
Barangay Hall
Bgy. Tiniguiban, Puerto Princesa City

Dear Maam,

Greetings!

The undersigned students of Bachelor of Science in business Administration major

in Marketing Management, College of Business and Management, Western
Philipines University-Puerto Princesa Campus are going to conduct a thesis study
entitled, ‘Customer Satisfaction of J&T Express in Barangay Tiniguiban Puerto
Princesa City, Palawan”.
In this connection, we would like to ask permission from your good office to allow
us to conduct an online survey from the residents in your barangay who will be
selected as or respondents. Rest assured that all the information gathered will be
 treated with strict confidentiality and will be utilized only for the purpose of this
study.
Your kind approval and cooperation will always be gratefully acknowledge. Thank
you very so much.

Yours truly,

JOHN PATRICK BARONE RICK WALTER CORNEJO

Researcher Researcher

MARK KEVIN SETIER

Researcher
Survey Questionnaire
Dear Respondent,
For our research, we need to collect data regarding “ Customer satisfaction
of J&T express in Barangay Tinigueban Puerto Princesa City Palawan”. It will
be highly appreciable if you provide us your valuable opinion regarding this issue. I
also assure that this data will be used for only research purpose. The collected
information from you will be strict confidentiality. Thank you.

Part I. Demographic Profile of the Respondent

Direction: Please put a check mark (√), or write your answer on the space
provided for your answer.

Name: (Optional) ___________________________

Gender: ( ) Male ( ) Female
Age:

Civil status: ( )single ( )married ( ) Separated ( ) Widowed

Part II. Customer satisfaction.

a. Reliability Strongl Agre Neura Disagr Strong

y agree e l ee ly
disagr
ee
1. Providing service
as promised.
2. Dependability in
handling
customer’s service
problems.
3. Performing
services right the
first time.
4. Providing services
as the promised
time.
5. Maintaining error-
free records.
b. Responsiveness

6. Keeping customers
informed about
when services will
be performed.
7. Prompt service to
customers.
8. Willingness to
help customers.
9. Readiness to
respond to
customer’s
enquiries.

c. Responsiveness Strongl Agre Neutr Disagr Strong

y agree e al ee ly
disagr
ee
10. Employee who
instill in
confidence
11. Making customers
feel safe in their
transactions.
12. Employees who
are consistently
courteous.
13. Employees who
have the
knowledge to
answer customer
questions.
 c. Empathy
14. Giving customers
individual
attention.
15. Employee who
deal with customer
in caring fashion.
16. Having the
customer’s best
interest at heart.
17. Employees who
understand the
needs of their
customers.
18. Convenient
business hours.
d. Tangibles

19. Modern
equipment.
20. Visually appealing
facilities.
21. Employees who
have a neat,
professional
appearance.
22. Visually appealing
materials
associated with
service.

Part III. What are the problems encountered with the delivery of your
parcel?

( ) Loss of item
( ) Broken product
( ) Mishandled parcel
Others please specify
____________________________________________________
 BIBLIOGRAPHY

KOTLER & KELLER (2008, p. 80) build on this definition, stating that
customer satisfaction is determined by “the degree to which someone is happy
or disappointed with the observed performance of a product in relation to his or
her expectations.

ZEITHAML & BITNER (2003, p. 86) is slightly different from that of

Thomassen: “Satisfaction is the consumer fulfillment response.

MALLAT, N. (2007) “Exploring consumer adoption of mobile payments – A

qualitative study.” Journal of Strategic Information Systems, 16(4), 413 – 432.

KIM, C., MIRUSMONOV, M. & LEE, I. (2010) “An empirical examination

of factors influencing the intentionto use mobile payment.” Computers in
Human Behavior, 26(3), 310 – 322.

OLIVEIRA, T., THOMAS, M., BAPTISTA, G., CAMPOS, F. (2016)

“Mobile payment: Understanding the determinants of customer adoption and
intention to recommend the technology.” Computers in Human Behavior, 61,
404 – 414.
DAHLBERG, T., MALLAT, N., OORNI, A. (2003) “Trust enhanced
technology acceptance model - consumer acceptance of mobile payment
solutions: Tentative evidence.” Stockholm Mobility Roundtable, 22, 23 – 33

SCHIERZ, P.G., SCHILKE, O., & WIRTZ, B. W. (2010) “Understanding

consumer acceptance of mobile paymentservices: An empirical analysis.”
Electronic commerce research and applications, 9(3), 209 – 216.

Online Sources

https://www.researchgate.net/publication/
358952253_Customer_Satisfaction_on_Online_Delivery_Service_in_Olongapo_City