A Study on the level of satisfaction among the consumers of easycall

• Main Authors: Borja, Evangeline R., Chai, Jennifer D., Resurreccion, Arlene, Talampas, Raquel
• Format: text
• Language: English
• Published: Animo Repository 1995
• Online Access: https://animorepository.dlsu.edu.ph/etd_bachelors/16808
• Institution: De La Salle University

Customers are the focus of everything we do. (EasyCall-Annual Report 1995). This is one of EasyCall's guiding principles. In this pursuit, the company has adopted the Total Quality Management (TQM) policy which is focused on achieving continuous improvement on the services level and processes that translate into a higher customer satisfaction. The main aim of this study is to determine the perception of EasyCall subscribers towards the company's services in terms of Message Handling Services, Billing and Collection and Front Office. The researchers conducted a survey through quota and judgment sampling with 200 respondents. It was conducted at the Front Office of EasyCally, different malls, and top universities in the Philippines namely De La Salle University (DLSU), Ateneo de Manila (ADMU), and University of the Philippines (UP). The questionnaire was divided into three parts regarding the following areas: first part is on what customers look for in a pager and their demographic profile second part asks about the perception of the respondents on five paging companies in terms of accessibility of paging lines, popularity, fees/rates, efficiency in sending messages, and accuracy of messages sent and the third part is on their level of satisfaction wherein the respondents where asked to choose from excellent, good and needs improvement rating on the different services the three departments offer.