Efficiency of Sterling Paper Products Enterprises Incorporated in providing customer service in the National Capital Region

• Main Authors: Chua, Jacqueline Ong, Liao, Roy Jasper Y., See, Elizabeth Go, Siy, Catherine Van Gan, Soco, Lullu Ong
• Format: text
• Language: English
• Published: Animo Repository 1997
• Online Access: https://animorepository.dlsu.edu.ph/etd_bachelors/16847
• Institution: De La Salle University

As time sweep into the 21st century, companies achieve parity on product quality, thus, customer service development moves to center stage. Staying in the manufacturing and distribution industry for thirty-seven years, it is time for Sterling Paper Products Enterprises, Incorporated (SPPEI) to determine if their existing clients are fully satisfied with the services provided by the company. Thus, an exploratory research was constituted where sales people, support, delivery of goods, pull out, and collection of accounts was the independent variables. The study aimed to determine the efficiency of services provided by SPPEI to its clients in the National Capital Region. The universe known formula with a 90% confidence interval and 7% margin of error was used to compute the sample size derived from the stratified proportionate probability sampling technique. Finally, Chi-square tests were used to analyze multiple data. Based on the findings, sales people performance is almost satisfactory. Supports are given to clients, but some were still not granted. Many encountered delayed deliveries where clients firmly suggest SPPEI to improve this aspect. Pull out is scheduled together with deliveries, making numerous delays in pulling out returns. Collection of accounts is usually collected on time, except for those located in the Makati area.