CUSTOMERS’ SATISFACTION ON THE USE OF LIQUEFIED PETROLEUM GAS IN NAVAL, BILIRAN

Author's Name: DR. VICENTE Q. SOLTEO, JR.
Subject Area: Social Science and Humanities
Subject Other
Section Research Paper

Keyword:

customer; satisfaction; use; lpg; naval, biliran


Abstract

This study aimed to determine the customers` satisfaction on the use of LPG in Naval, Biliran. Specifically, it sought to determine the profile of the respondents, the reasons they used it, the problems they encountered and the satisfaction level in terms of price, quality, product availability, performance of the employees and employee-customer relationship. It is a descriptive design with a survey questionnaire as a main tool in gathering the data from 50 respondents. Most of the respondents were at age ranging 45-55 years old, females, married, college level, Roman Catholics, plain housewives, and with monthly income ranging P 5,000 – P 15,000. The reason for using LPG was, it was used for cooking. The problem encountered was, it could lead to an explosion. The satisfaction level in terms of quality and availability of LPG product and performance of the employees were described as very satisfied. While satisfaction level in terms of level of price and employee customer relationship were described as satisfied. The LPG dealers may consider the need of the customers who were mostly plain housewives; maintain a safe, clean and convenient place to attract the customers to buy the product; ensure the safety of LPG; set the price that it may attract the customers to buy the product; ensure the features be the same of that in reality; improve the service delivery; maintain the performance of their employees towards the customers; and improve the employee-customer relationship.

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