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CHAPTER 3
Research Methodology
The descriptive method of research was used in this study. Descriptive method of research is
a fact-finding study with adequate and accurate interpretation of the findings. It describes with
emphasis what actually exist such as current conditions, practices, situations, or any phenomena.
Since the present study or investigation was concerned with the level of customer satisfaction in
the market based mechanism protocol with the service operations of International Emission
Trading , the descriptive method of research was the most appropriate method to use.
Subjects of the Study
The subject of the study focuses on the Clean Development Mechanism under Kyoto
Protocol in the Promotion of Sustainable Development.
Sampling Technique
Before the collection of data starts in any research project, the proportion of the population to
be used must have been determined already and the computation of the sample must have been
finished.
The researchers have come up with 100 persons as the total number of respondents. We have
determined the sample size by using the formula below:
N
n= ________
1 + Ne
The researchers believed that 100 respondents are good enough to represent the total
population. Determining the number of respondent is very important because if it appears that
his sample is not a good representative of the given population, his findings and conclusions will
be faulty and hence, not valid and reliable.
After reading and studying samples of questionnaire from related studies, the researchers
prepared our own questionnaires. We also have consulted some knowledgeable people about
how to prepare one. The researchers saw to it that there were enough items to collect data to
cover all aspects of the problem and to answer all the specific questions under the statement of
the problem.
The copies of the questionnaire were then distributed personally the researcher to the
respondents and the same were gathered and collected after the survey has been conducted.
Statistical Treatment of Data
With the advent of the computer age, statistics is now playing a vital role in research. This is
true especially in science and technological research.
The role of statistics in research:
Statistics are used to test the hypotheses. Statistics help the researcher determine whether his
hypotheses are to be accepted or to be rejected.
When the variables being studies are abstract or continuous such that they cannot be counted
individually such as adequacy, efficiency, excellence, extent, seriousness, and the like, the
weighted mean may be computed and used if the average is desired to be known.
When the significance of the difference between the reactions, or opinions of two distinct
groups in which there is a neutral position is desired to be known, two-groups is computed and
used.
If the significance of the difference between the perceptions of two groups about a certain
situation is to be studied, the computation of the difference between means is to be made.
4
Responsiveness
The Philippine Local Industrial Sector Employees
Mean
Reliability
3.61
1. Acknowledgement clients s as they approach the front
3.49
desk / clients of company counter.
2. Communicate professionally with co-workers, thus
3.70
providing the company a nice and light ambiance.
3.Present in their perspective station during operating hours.
3.65
4.Has complete and available support materials like leaflet,
3.60
catalogue as clients of company may ask for them.
Assurance
3.67
5. Wears clean uniform with proper identification or name
3.80
tag.
6. Demonstrate sincerity and professionalism though body
3.66
language and tone of voice.
Interpretation
High Level
High Level
High Level
High Level
High Level
High Level
High Level
High Level
High Level
3.55
High Level
clients of company s.
8. Give an assurance that their service have been delivered
with utmost service satisfaction.
Empathy
3.60
9. Accepts clients s complaint politely and attentively listen,
3.63
apologizes if necessary and make a follow-up.
10. Discuss promptly but politely every details of the
3.59
transactions.
11. Show willingness to assist every need of the clients of
3.59
company s.
12. Direct clients s to proper personnel or office to whom
3.60
their concerns will be address appropriately.
Responsiveness
3.71
13. Dealt with the clients s in a professional manner with a 3.89
High Level
High Level
High Level
High Level
High Level
High Level
High Level
5
protocol when they are grouped according to age, gender, nationality, frequency of using market
based mechanism protocol , purpose of using market based mechanism protocol and monthly
income?
Hypothesis: There is no significant difference on the satisfaction assessment on facilities and
services of Company
protocol when they are grouped according to age, gender, nationality, frequency of using market
based mechanism protocol , purpose of using market based mechanism protocol and monthly
income.
6
of Sum of
Mean
df
F - value
Variation
Squares
Square
Between Groups 2.604
5
0.521
1.411
Within Groups
34.688
94
0.369
Total
37.292
99
Summary of Computed Mean in terms of Age
Age
46 - 50 year old
30 year old and below
41 - 45 year old
51 year old and above
31 - 35 year old
36 - 40 year old
N
8
64
8
2
7
11
Mean
3.43
3.49
3.56
3.69
3.79
3.96
Significance
0.227
Interpretation
High
High
High
High
High
High
Table showed the overall computed F value as 1.411 with 0.227 significant levels which is
greater than the 0.05 level of significance. The null hypothesis that there is no significant
difference on the satisfaction assessment on facilities and services of Company in relation to
customer satisfaction in the market based mechanism protocol when they are grouped according
to age is accepted.
N
39
61
Mean
3.47
3.63
SD
0.629
0.601
df
t - value
Significance
98
-1.239
0.218
Table showed the overall computed t value as 1.239 with 0.218 significant level which is
greater than the 0.05 level of significance. The null hypothesis that there is no significant
7
of Sum of
Mean
df
Variation
Between Groups
Within Groups
Total
F - value
Squares
.132
2
37.160
97
37.292
99
Square
0.066
0.172
0.383
Significance
0.842
N
96
2
2
Mean
3.56
3.57
3.82
Interpretation
High
High
High
Table showed the overall computed F value as 0.172 with 0.842 significant level which is
greater than the 0.05 level of significance. The null hypothesis that there is no significant
difference on the satisfaction assessment on facilities and services of Company in relation to
customer satisfaction in the market based mechanism protocol when they are grouped according
to nationality is accepted.
Table #5.Satisfaction Assessment of Clients Clients in terms Frequency of Using market
based mechanism protocol
Source
of Sum of
Variation
Between Groups
df
Squares
.323
3
Mean
F - value
Square
0.108
0.279
Significance
0.840
8
Within Groups
Total
Total
36.969
37.292
37.292
96
99
99
0.385
based N
mechanism protocol
Other
Once a year
Twice a year
Once a month
13
54
26
7
Mean
Interpretation
3.44
3.57
3.59
3.69
High
High
High
High
Table showed the overall computed F value as 0.279 with 0.840 significant level which is
greater than the 0.05 level of significance. The null hypothesis that there is no significant
difference on the satisfaction assessment on facilities and services of Company in relation to
customer satisfaction in the market based mechanism protocol when they are grouped according
to frequency of using market based mechanism protocol is accepted.
of Sum of
Mean
df
Variation
Between Groups
Within Groups
Total
Total
Squares
1.093
36.199
37.292
37.292
3
96
99
99
F - value
Square
0.364
0.966
0.377
Significance
0.412
10
of
Using
based N
mechanism protocol
Others
Business
Promotion
Personal
8
11
59
22
Mean
Interpretation
3.29
3.43
3.59
3.67
Moderate
High
High
High
Table showed the overall computed F value as 0.966 with 0.412 significant levels which is
greater than the 0.05 level of significance. The null hypothesis that there is no significant
difference on the satisfaction assessment on facilities and services of Company in relation to
customer satisfaction in the market based mechanism protocol when they are grouped according
to purpose of using market based mechanism protocol is accepted.
of Sum of
Mean
df
Variation
Between Groups
Within Groups
Total
F - value
Squares
2.553
4
34.739
95
37.292
99
Square
0.638
1.746
0.366
Significance
0.046
N
22
43
Mean
3.42
3.48
Interpretation
High
High
10
11
31,000 - 40,000
21,000 - 30,000
41,000 and above
8
21
6
3.60
3.81
3.86
High
High
High
Table showed the overall computed F value as 1.746 with 0.046 significant level which is
less than the 0.05 level of significance. The null hypothesis that there is no significant difference
on the satisfaction assessment on facilities and services of Company in relation to customer
satisfaction in the market based mechanism protocol when they are grouped according to
monthly income is rejected.
11
12
CHAPTER 4
nationality, frequency of using market based mechanism protocol , purpose of using market
based mechanism protocol and monthly income?
Figure
showed the profile of clients clients of company in terms of age. They were divide into six (6)
groups, namely; (a) 30 year old and below, (b) 31 35 year old, (c) 36 40 year old, (d) 41 45
year old, (e.) 46 50 year old and (f) 51 year old and above.
Figure showed the percentage distribution of the profile of clients clients of company in
terms of age. It showed that out of 100 respondents, dominant majority of the clients clients of
company s were from the age group 30 year old and below having a total percentage share of
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13
64%. In addition, there were 11% who came from the age group 36 40 year old, clients clients
of company s who were under the age group 41 45 year old and 46 50 year old have an equal
share in the distribution with 8% each. Also, clients of company s who belong to age group 31
35 year old and 51 year old and above have 7% and 2% total shares, respectively.
Figure showed the profile of clients clients of company in terms of gender. They were
categorized into two (2) groups, namely; (a) male and (b) female.
Figure showed the percentage distribution of the profile of clients clients of company
in terms of gender. It showed that out of 100 respondents, majority of them were female clients
of company s with 61% total share. On the other hand, there were 39% who were male.
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14
Figure showed the profile of clients clients of company in terms of Nationality. They were
classified into six (6) groups, namely; (a) American, (b) Australian, (c) Asian, (d) African, (e.)
European and (f) Latin America..
Figure showed the percentage distribution of the profile of clients clients of company
in terms of nationality. It showed that out of 100 respondents, dominant majority of them were
Asian with percentage share of 96%. On the contrary, there were very few who were American
and Australian having 2% each nationality. However, there was no clients of company came
from Africa, Europe as well as Latin America.
Figure #4. Profile of Clients Clients in terms of Frequency of Using market based
mechanism protocol
Figure showed the profile of clients clients of company in terms of frequency of using
market based mechanism protocol . They were divided into four (4) groups, namely; (a) once a
month, (b) once a year, (c) twice a year and (d) others..
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15
Figure showed the percentage distribution of the profile of clients clients of company in terms
of frequency of using market based mechanism protocol . It showed that out of 100 respondents,
more than half or 54% of them using market based mechanism protocol led once a year. Clients
of company s who using market based mechanism protocol led twice a year yielded to 26% total
share. In addition, there were 13% and 6% who have a using market based mechanism protocol
frequency not mentioned in the choices (other) and once a month, respectively.
mechanism protocol
Figure showed the profile of clients clients of company in terms of purpose of using
market based mechanism protocol . They were classified into four (4) groups, namely; (a)
business, (b) personal, (c) promotion /vacation and (d) others.
Figure showed the percentage distribution of the profile of clients clients of company in
terms of purpose of using market based mechanism protocol . It showed that out of 100
respondents, more than half of them or 59% using market based mechanism protocol led for
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16
promotion or vacation purposes. Furthermore, there were 22% of them who using market based
mechanism protocol led for personal purposes. Lastly, there were 11% and 8% who using market
based mechanism protocol led for business purposes and those who did not mentioned their
purpose of using market based mechanism protocol , respectively.
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17
Figure showed the profile of clients clients of company in terms of monthly income. They
were divided into five (5) groups, namely; (a) 10,000 and below, (b) 11,000 20,000, (c)
21,000 30,000, (d) 31,000 40,000 and (e.) 41,000 and above.
Figure showed the percentage distribution of the profile of clients clients of company
in terms of monthly income. It showed that out of 100 respondents, majority of them have
10,000.00 and below having a total percentage share of 43%. Moreover, there were 22% and
21% who have 11,000 20,000 and 21,000 30,000 monthly income, respectively. In
addition, there were 8% who have who have 31,000 40,000 income and lastly, clients clients
of company s who have 41,000 and above as monthly income.
Problem 2. How do the clients of company s assess the facilities and services of Company in
relation to customer satisfaction in the market based mechanism protocol in terms of Tangibles,
Reliability, Assurance, Empathy and Responsiveness?
Legend:
Scale
5
4
Range
4.20 - 5.00
3.40 - 4.19
Interpretation
Strongly Agree
Agree
18
3
2
1
2.60 - 3.39
1.80 - 2.59
1.00 - 1.79
Neutral
Disagree
Strongly Disagree
Moderate Level
Low Level
Very Low Level
Interpretation
1. comfortable fixtures
3.78
High Level
3.76
3.56
3.54
3.17
High Level
High Level
High Level
Moderate Level
3.02
Moderate Level
3.27
Moderate Level
2.42
2.56
Low Level
Low Level
Overall
3.23
Moderate Level
Table showed the overall computed mean satisfaction of clients clients in terms of tangible
services. It showed that the computed mean is 3.23 which is interpreted as moderate level. This
result means that the clients clients has a moderate satisfaction on the tangible services of the
company
Responsiveness
The Philippine Local Industrial Sector Employees
Mean
Reliability
3.61
1. Acknowledgement clients s as they approach the front
3.49
desk / clients of company counter.
2. Communicate professionally with co-workers, thus 3.70
Interpretation
High Level
High Level
High Level
18
19
High Level
High Level
High Level
High Level
High Level
3.68
High Level
3.55
with utmost service satisfaction.
Empathy
3.60
9. Accepts clients s complaint politely and attentively listen,
3.63
apologizes if necessary and make a follow-up.
10. Discuss promptly but politely every details of the
3.59
transactions.
11. Show willingness to assist every need of the clients of
3.59
company s.
12. Direct clients s to proper personnel or office to whom
3.60
their concerns will be address appropriately.
Responsiveness
3.71
13. Dealt with the clients s in a professional manner with a
3.89
smile and sincerity.
14. Anticipate clients s needs and offers helpful suggestions. 3.60
15. Give personal attention on the needs of the clients
3.64
clients of company s.
Overall
3.57
High Level
19
20
Table showed the overall computed mean value on the services satisfaction of the clients
clients in terms of personnel services such as reliability, assurance, empathy and responsiveness.
It showed that responsiveness got the highest computed mean with 3.71 as interpreted as high
level of satisfaction, followed by assurance with 3.67 and reliability with 3.61 and empathy with
the lowest computed mean of 3.60 although all of the aspect have the same verbal interpretation
of high level.
Conversely, the table showed the overall computed mean satisfaction on personnel services as
3.57 with verbal interpretation of high level. Thus, the clients clients assessed the personnel
services of the company service as high level.
protocol when they are grouped according to age, gender, nationality, frequency of using market
based mechanism protocol , purpose of using market based mechanism protocol and monthly
income?
Hypothesis: There is no significant difference on the satisfaction assessment on facilities and
services of Company
protocol when they are grouped according to age, gender, nationality, frequency of using market
based mechanism protocol , purpose of using market based mechanism protocol and monthly
income.
Table #10. Satisfaction Assessment of Clients Clients in terms Age
Summary of Computed Mean in terms of Age
Age
46 - 50 year old
N
8
Mean
3.43
Interpretation
High
20
21
64
3.49
High
8
3.56
High
2
3.69
High
7
3.79
High
11
3.96
High
value as 1.411 with 0.227 significant level which is
greater than the 0.05 level of significance. The null hypothesis that there is no significant
difference on the satisfaction assessment on facilities and services of Company in relation to
customer satisfaction in the market based mechanism protocol when they are grouped according
to age is accepted.
N
39
61
Mean
3.47
3.63
SD
0.629
0.601
df
t - value
Significance
98
-1.239
0.218
Table showed the overall computed t value as 1.239 with 0.218 significant level which is
greater than the 0.05 level of significance. The null hypothesis that there is no significant
difference on the satisfaction assessment on facilities and services of Company in relation to
customer satisfaction in the market based mechanism protocol when they are grouped according
to gender is accepted.
N
96
2
2
Mean
3.56
3.57
3.82
Interpretation
High
High
High
21
22
Table showed the overall computed F value as 0.172 with 0.842 significant level which is
greater than the 0.05 level of significance. The null hypothesis that there is no significant
difference on the satisfaction assessment on facilities and services of Company in relation to
customer satisfaction in the market based mechanism protocol when they are grouped according
to nationality is accepted.
Table #.13 Satisfaction Assessment of Clients Clients in terms Frequency of Using market
based mechanism protocol
Summary of Computed Mean in terms of Frequency of Using market based
mechanism protocol
Frequency of Using
market
based N
mechanism protocol
Other
Once a year
Twice a year
Once a month
Table showed the overall computed F
Mean
Interpretation
13
3.44
High
54
3.57
High
26
3.59
High
7
3.69
High
value as 0.279 with 0.840 significant level which is
greater than the 0.05 level of significance. The null hypothesis that there is no significant
difference on the satisfaction assessment on facilities and services of Company in relation to
customer satisfaction in the market based mechanism protocol when they are grouped according
to frequency of using market based mechanism protocol is accepted.
Table #14. Satisfaction Assessment of Clients Clients in terms Purpose of Using market
based mechanism protocol
22
23
of
Using
based N
mechanism protocol
Others
Business
Promotion /Vacation
Personal
8
11
59
22
Mean
Interpretation
3.29
3.43
3.59
3.67
Moderate
High
High
High
Table showed the overall computed F value as 0.966 with 0.412 significant level which is
greater than the 0.05 level of significance. The null hypothesis that there is no significant
difference on the satisfaction assessment on facilities and services of Company in relation to
customer satisfaction in the market based mechanism protocol when they are grouped according
to purpose of using market based mechanism protocol is accepted.
N
22
43
8
21
6
Mean
3.42
3.48
3.60
3.81
3.86
Interpretation
High
High
High
High
High
Table showed the overall computed F value as 1.746 with 0.046 significant level which is
less than the 0.05 level of significance. The null hypothesis that there is no significant difference
on the satisfaction assessment on facilities and services of Company in relation to customer
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24
satisfaction in the market based mechanism protocol when they are grouped according to
monthly income is rejected.
24
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CHAPTER 5
The purpose of the study is to get the perception of using market based mechanism protocol
with regard to the quality of facilities and services of International Emission Trading . This study
aims to determine the impressions and the level of satisfaction of the local using market based
mechanism protocol towards the quality of service of the company terminal.
The method of collecting data used was the normative survey. Normative survey differs from
descriptive studies because the target is not only to gather facts but also to point out in which
respects the object of the study can be improved. This is concerned with looking into the
commonality of some elements. Since the present research is a status study, the normative
survey was the most appropriate method to use in gathering data.
The instrument used to collect data was the questionnaire. This was used because it gathers
data faster than any other method. Besides, the respondents were mostly professional using
market based mechanism protocol ers, they are presumed to be literate. They could read and
answer the questionnaires with ease. We provide Tagalog translations to those who are not
literate and have difficulty understanding the English Language.
Before the collection of data starts in any research project, the proportion of the population to
be used must have been determined already and the computation of the sample must have been
finished.
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26
The researchers have come up with 100 persons as the total number of respondents. We have
determined the sample size by using the formula below:
N
n= ________
1 + Ne
The researchers believed that 100 respondents are good enough to represent the total
population. Determining the number of respondent is very important because if it appears that
his sample is not a good representative of the given population, his findings and conclusions will
be faulty and hence, not valid and reliable.
Summary of Finding
1.
were from the age group 30 year old and below having a total percentage share of 64%
2.
clients in terms of personnel services such as reliability, assurance, empathy and responsiveness.
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27
It showed that responsiveness got the highest computed mean with 3.71 as interpreted as high
level of satisfaction, followed by assurance with 3.67 and reliability with 3.61 and empathy with
the lowest computed mean of 3.60 although all of the aspect have the same verbal interpretation
of high level.
Conversely, the table showed the overall computed mean satisfaction on personnel services as
3.57 with verbal interpretation of high level. Thus, the clients clients assessed the personnel
services of the company service as high level.
3.
female and 39% are male so there is a high level of satisfaction from the female group.
4.
female clients of company s with 61% total share. On the other hand, there were 39% who were
male.
Conclusion
After the data have been statistically treated and carefully analyzed and interpreted, the
aforementioned findings have guided the researchers to the following conclusions:
1)
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28
Clients in terms of Age are that: 30 years old and below clients of company s has so much
time to using market based mechanism protocol with friends, families and friends. These groups
of clients of company s are for promotion and enjoyment purposes. Another reason would be is
the requirement of school for educational tour purposes.
2)
clients of company s. The researchers have the following conclusions: 30 years old and below
clients of company s has so much time to using market based mechanism protocol with friends,
families and friends. These groups of clients of company s are for promotion and enjoyment
purposes.
a)
Parents of female students would always require their children to come home
every now and then for various reasons as compared to parents of male students.
b)
Women in general, have the patience in looking for tourist spots situated locally
or internationally. They also have the patience in making arrangements and bookings with an
airline company.
3)
in terms of Nationality is that: 96% for Asian Clients of company s followed by 2% Americans
and 2% Australians. The researchers have the following conclusions:
a)
for educational,
29
b)
mechanism protocol .
The conclusion that be drawn from No. 4 findings under the Profile of Clients -Clients of
company in terms of frequency of using market based mechanism protocol is that: 54% using
market based mechanism protocol led once a year, 26% using market based mechanism protocol
led twice a year, and 13% for no choices and 6% for once a month using market based
mechanism protocol .
a)
Clients of company s would like to using market based mechanism protocol once
5)
b)
Filipinos save for one big using market based mechanism protocol once in a year.
c)
protocol
It showed that out of 100 respondents, more than half of them or 59% using market based
mechanism protocol led for promotion or vacation purposes. Furthermore, there were 22% of
them who using market based mechanism protocol led for person al purposes. Lastly, there
were 11% and 8% who using market based mechanism protocol led for business purposes and
29
30
those who did not mention their purpose of using market based mechanism protocol ,
respectively.
The researchers have the following conclusions:
a)
Clients of company s want to unwind and have a grand vacation once or twice a
b)
year.
monthly income. Survey showed that out of 100 respondents, majority of them have 10,000.00
and below having a total percentage share of 43%. Moreover, there were 22% and 21% who
have 11,000 20,000 and 21,000 30,000 monthly income, respectively. In addition, there
were 8% who have 31,000 40,000 income and lastly, clients clients of company s who have
41,000 and above as monthly income.
The researches have come up with the following conclusions:
a)
The frequency of the using market based mechanism protocol of the clients of
The higher the income the higher the tendency of not using market based
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31
Recommendations
Based on the findings and conclusions derived from the study, the following are hereby
recommended to improve the level of Customer satisfaction in the market based mechanism
protocol
Operations Plan.
1.
b)
The management should formulate programs on how to widen the parking lots to
The must be enough seats for waiting clients of company s to avoid loitering in
the vicinity.
2.
To address the sense of RELIABILITY of the employees, the proponents would like to
The management should continue with whatever programs they have for their
The employees should continue their good trait as RELIABLE Company service
Personnel.
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32
3.
To address the sense of ASSURANCE of the employees, the proponents would like to
ASSURANCE got a High Level result, it doesnt mean that the International Emission Trading
should cease on improving this sense of assurance among its employees.
b)
The International Emission Trading Management should find ways and means on
improving the sense of ASSURANCE by formulating programs, seminars and the like, to
improve this trait among employees.
4.
To address the sense of EMPATHY of the employees, the proponents would like to
personnel should possess. This must be clearly emphasized by the management of Philippine
Local Industrial Sector. The results showed a HIGH LEVEL computed mean of 3.71
5.
times. The statistical results showed that this trait of the Philippine Local Industrial Sector
employees with a result of 3.71 (High Level) COMPUTED MEAN must be upheld all the time.
32