APPEAL AND SATISFACTION PERCEIVED BY THE COMMUTERS
IN THE SERVICE QUALITY OF TRCYCLE IN
PANGIL-SINILOAN, LAGUNA
A research presented to the Faculty of
Senior High School Siniloan Integrated
National High School
In Partial Fulfillment
of the Requirements for the
Senior High School Applied Research Course
GABRIEL PEREZ
2017-2018
CHAPTER 1
The Problem and its Background
Introduction
Service quality is generally visualized as the sum of customer perceptions of the service experience (Johns, 2010). The difference between service quality and satisfaction is perceived service quality is a global judgment, or attitude, relating to the superiority of the service.
As stated by Luansing (2015) transportation plays a major role in the economic growth and development of a country. People ride tricycles primarily due to lack of alternative mode of transportation and convenience, giving the advantage of speed and cost.
Every tricycle bears of its traits of its socially defined development. So it is that most asset and deficiencies of the Tricycles in Pangil-Siniloan, Laguna can be trace maybe through organization develop because of it. Many students, Faculties and community around the vicinity of Siniloan-Pangil Laguna are commuters and the members of the tricycle Toda comities are groups within their area outside the school campus and this provides an understanding of what the problem is and its context, scope of the study, as well as its significance.
Commuting by tricycle as advantages over their other modes of transport, both for the commuters and for society. Although tricycle is an option to many students, a considerable number of them choose to use other form of transport.
Here in the Philippines, tricycles refer to one of the primary means of transportation. Tricycles are motorized bikes with a third wheel off to the side and a spot for one to three passengers — although most are meant for one to two passengers. They’re fast, cheap, sometimes scary and usually fun. There are a growing number of individuals who ride on a tricycle just for daily trip between their work address and home address. Tricycles are motorcycles with side cars bigger than the Pedi cabs, which have the legal capacity of 5 passengers including the driver. However, due to the oil price increase, some drivers will accept up to 10-15 passengers: squeezed in the sidecar and the backseat of the driver, hanging at the rear or sides of the sidecar and/or sitting on the roof top.
In this study, the researchers aimd to determine the appeal and satisfaction perceived by the commuters in the service quality of Trcycles in Pangil-Siniloan, Laguna to the quality of service of tricycle operators and drivers association (TODA) in Pangil-Siniloan, Laguna. This is to be done by knowing the conception of the commuters through questionnaires and surveys. The results of the study may help the researchers and the other sectors in understanding the strengths and weaknesses of the Pangil-Siniloan, Toda.
Background of the Study
In the Philippines, there are numerous forms of public transportation that normal commuters can use on a daily basis .These range from small type vehicles to the larger types that can accommodate a greater amount of people at a particular time .all around the country these modes of transportation are frequently seen along roads and they serve as the primary form of getting from one place to another.
Public transport should become part of a solution for sustainable transport in the future. However, in order to keep and attract more passengers, public transport must to have high service quality to satisfy and fulfil more wide range of different customer’s needs (Anable 2015). It is important to summarize knowledge about what drives customer satisfaction and dissatisfaction in public transport area to design an attractive and marketable public transport.
Transportation is one of the most significant costs of living of people today, especially students, workers, and other commoner. In the Siniloan-Pangil Laguna, there are many types of public transport, one of these is tricycle, or often abbreviated to “trike”, the country’s version of rickshaw. It is a motorcycle with an attached sidecar that can accommodate four to six passengers and some cargo. The sidecar is made from the scraps of jeepneys, another type of transport that usually seen in the main roads of the city, but in some parts of the community are too narrow that the jeepneys cannot pass and the tricycle is the only answer.
Now in the present day, tricycle has having a large contribution in the sector of transportation helping other commuters to travel easy and fast to their destination. We can see tricycles in almost every barangays and cities, offering their services. Each Barangay have their own association of tricycle, also known as TODA or Tricycle Operators and Drivers’ Association..
Here in Philippines, when one talks about a motorcycle mounted with a sidecar, the image of the good tricycle would immediately pop to any Filipino’s mind. The three-wheeler is essentially a mini-version of the more popular jeepney. It’s a workhorse that carries cargo and passengers who can easily fit narrow streets and alleyways unlike the other bigger public transports..
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LITERATURE REVIEW
This will help the readers and the future researchers of the same study to improve and develop or to have a better understanding of the study.
In the Philippines, tricycle is one of the most commonly used modes of transportation however the tricycle can only serve a limited amount of people at a time and the distance it can travel is limited depending on the location of the tricycle itself
According to Dorado (2015) Tricycles are considered one of the most popular modes of transportation in the Philippines, due to their accessibility and capability to drop off passengers at almost any point. However, passengers that ride in the tricycle sidecar are subject to awkward postures and motions that cause discomfort, .
As stated by Pesigan (2015). That the electric tricycle (e-trike) projects have been undertaken in different parts of the Philippines, one of which is the e-trike project initiated by the Asian Development Bank (ADB). An improved e-trike design that provides a comfortable and safe riding experience for all its passengers and a sustainable system for its operation, maintainability and adoption, more innovative designs. Ergonomics is also utilized as a vital tool to align pre-determined human factors with existing and proposed specifications.
According to Angeli (2005) . The tricycle can be used as a stationary device for training and adjustment of stimulation parameters or as a mobile cycle.
Ettema et al. (2011) and Friman et al. (2013) mentioned that the STS was conceived based on the idea of subjective well-being, which suggests that both cognitive judgment (self-reported rating), as well as affective judgment of satisfaction (duration and intensity of positive and negative affects during a given time span), should be examined when St-Louis, Manaugh, van Lierop, & El-Geneidy 5 assessing overall satisfaction. Though the STS is not usedin this study, this method of measurement is useful to shed light onthe multi-faceted nature of satisfaction.
Studies by Turcotte (2005, 2011) and Páez & Whalen (2010) in Canada, and by Olsson et al. (2013) and Friman et al. (2013) in Sweden, found that active transportation commuters tend to be the most satisfied.
Meanwhile, an analysis of the literature found that public transport users are generally the least satisfied compared to users of other modes (Friman et al., 2013; Gatersleben & Uzzel, 2007; Páez & Whalen, 2010; Turcotte, 2005). Recent work has especially focused on differences between drivers and public transit users, as the uptake of public transit instead of the car is a mode switch that several governments seekto encourage. Eriksson, Friman, & Gärling (2013), Gatersleben & Uzzel (2007), and Turcotte (2005)found that automobile satisfaction was higher than that of public transit.
Another study by Turcotte (2011) focused on the difference between drivers and transit users in terms of their satisfaction with commute travel time. Public transit users were less satisfied than drivers for shorter commutes, but with longer commute times, a large portion of public transit users remained satisfied with their travel time.
Turcotte (2011) found that commute satisfaction decreases as travel time increases, and that traffic congestion was a major source of dissatisfaction for both drivers and bus users. With regard to seasonality.
Mokhtarian (2005) altered the traditional approach taken towards satisfaction studies by questioning the assumption that commuters always seek to minimize travel time and other associated costs. They found thattrip practicality is St-Louis, Manaugh, van Lierop, & El-Geneidy not necessarily the primary factor to explain satisfaction, but that subjective factors specific to an individual commuter may also have an effect on overall trip satisfaction.
Similarly, other research has not found the expected relationships between trip satisfaction and such external factors as travel time (Páez & Whalen, 2010) or elevation inthe case of pedestrians and cyclists (Manaugh & El-Geneidy, 2013; Willis et al., 2013).
In their mode-choice study, Whalen, Páez and Carrasco (2013) even found a positive utility of travel time for drivers and cyclists. This body of research points towards the idea that the enjoyment of a commute is essential to trip satisfaction and traditional disutilities are not the only factors to consider. The positive and negative sentiments associated to commuting have also been explored as influencing overall trip satisfaction.
Though commuter stress is a commonly used indicator (Anable & Gatersleben, 2005), authors such as Gatersleben & Uzzel (2007) have turned to a more varied range of mode-specific affective appraisals (positive and negative emotions), such as arousal and pleasantness, to explain the negative perception of public transit in comparison to other modes. While walking and cycling have a high level of arousal(i.e. exciting vs. stressful vs. boring), it is low for transit, since delays and waiting times may lead to boredom or stress. Likewise, Eriksson et al. (2013) established that higher driver satisfaction in comparison to tricyckle.
The second part of the questionnaire is a structured questionnaire developed by Hu and Jen (2006) to determine the satisfaction level of the respondents on the quality service of tricycle. Must implement and these are the following:
a. Interaction with the customers. Customers must feel respected and concerned when interacting with servers. Bus drivers and operators lend friendly and reasonable response to passenger’s questions and inquiries.
b. Tangible service equipment. The equipment and service offered by bus companies can make passengers feel comfortable.
c. Operating Management Support. The planning of schedule, the dispatch of buses and servers, and support from the managers can satisfy customer’s needs.
d. Handiness of Service. The access to information and equipment can help passengers reach bus service.
e. Offering Correct Information. The bus companies can remind passengers of the changing of service environment and provide the correct information.
Theoretical Framework
This study is anchored on humanistic theory of creativity that environment is a factor in creativity. Humanistic theory has two proponent which is self-concept state that the most important feature of personality, and it includes all the thoughts, feelings, and beliefs people have about themselves and self-actualization that human motivates in actualization. This is because if the person is able to meet the six basic needs they can then choose to be creative. Creativity is central to our growth and learning processes and as such help us to advance ourselves within society. This is brainstorming, constructive critique sessions from our peers etc. all stem from the qualities this theory places its emphasis upon.
Conceptual Framework
The conceptual framework shown in the figure consist of the input, process and the output
INPUT PROCESS OUTPUT
Figure 1. Research paradigm
Statement of the Problem
The study aim to determine the appeal and satisfaction perceived by the commuters in the service quality of Tricycles in Pangil-Siniloan, Laguna.
1. What is the profile of the respondent in terms of
1.1 Age
1.2 Sex
1.3 Civil status
1.4 Educational attainment and
1.5 Monthly Income
: 2. What are the reasons of the respondents on riding tricycle?
3. What is the level of satisfaction on service quality of tricycle as perceived by the respondents on the following areas:
a. Interaction with the Passengers
b. Tangible Service Equipment
c. Convenience of Service
d. Operating Management Support
4. Is there a significant difference on the assessment of the respondents on the service quality of the tricycle when grouped according to profile variables?
5. What are the priority problems encountered by the respondents in riding on the tricycle?
Hypotheses
1. There is no significant difference on the assessment of the respondents on the service quality of the tricycle when grouped according to profile variables.
2. the level of satisfaction on service quality of tricycle as perceived by the respondents on the following areas are low.
Significance of the Study
The researcher believes that the findings of the study would be a great help to the following:
Tricycle Driver. The result of the study will be a feed backing data to the owners and managers of the tricycles on the satisfaction level as perceived by their passengers on quality service they offer so that interventions and remedies may be planned and implemented.
Passenger. This study serve as a guide of what tricycle sidecars is comfortable to transport.
Commuters. This serve as may be benefited in deep-understanding the insights in the party of the TODA.
Community. This help the community more prctices because of the different s that give passenger satisfaction.
Future researchers may use this study as basis in conducting future research on quality service of tricycles and other public transport and may pave the way for its improvement.
Scope and Limitations
The study was focused on the appeal and satisfaction perceived by the commuters in the service quality of Tricycles in Pangil-Siniloan, Laguna. The study is limited only to the passenger, commuters who riding trickle. The respondent of the study was randomly selected among the passengers of tricycle drivers in Sin loan, and Pangil Laguna. The researcher used purposive sampling techniques in choosing respondent The study used the descriptive method with the questionnaire as the main research instrument will be conducted during 2017-2018. The study was conducted using books, dictionaries, encyclopedia, internet, and previous researches as reference of the researchers.
Definition of Terms
Appeal refers to the mood of the persons
Definition of Terms
Drivers are those who operate the tricycle, but they are not the owner of it.
Operators are the owner of the tricycle
Tricycle is a motorbike with sidecar made up of scraps from jeepney and can accommodate 6 to 7 persons, including the driver, and it is used for public transport in small areas in the community for short distances.
Trike is an abbreviated, often called to the tricycle.
TODA means, Tricycle Operators and Drivers’ Association.
Commuters are those who are students in the other colleges, teachers and professors, and residences in Siniloan Integrated School who travel regularly from one place to another.
Satisfaction refers to the fulfillment of one’s wishes, expectations, or needs, or the pleasure derived from this.
Transportation refers to the action of transporting someone or something or the process of being transported
Chapter II
RESEARCH METHODOLOGY
This chapter described the procedures of the study, the research instrument and techniques utilized in data gathering and the statistical treatments employed in analyzing and interpreting the results of the research problem.
RESEARH DESIGN
This study will used the descriptive research design. This design fits best in studies which aim to describe the nature of a situation at the time of the study and to explore the causes of particular phenomena Ardales,( 2008)
. Further Good and Scates (2002) emphasized that descriptive research
method includes that the present facts concerning anything, a group of person, number of objects, a set of conditions, a class of events, a sequence of thoughts or any kind of phenomenon which one wishes to study.
RESEARCH INSTRUMENT
To attain the objectives of this study a set of question will be formulated, interview will conducting with self-formulated question as a guide to gather the necessary information needed in the study. the question were divided into several parts such as: Demographic profile of the respondents, the reasons of the respondents on riding tricycle, level of satisfaction on service quality of tricycle as perceived by the respondents on the following areas: Interaction with the Passenger Tangible Service Equipment Convenience of Service Operating Management Support,significant difference on the assessment of the respondents on the service quality of the tricycle when grouped according to profile variables. priority problems encountered by the respondents in riding on the tricycle.
SETTING OF THE STUDY
The study will be conducted in the Municipality of Siniloan, ang Pangil Laguna; specifically at Siniloan Market site and member of the, Siniloan Integrated National Highhschool Tricycle Operators and Drivers Associate and Pangil school site
Respondent of the Study
The respondents of the study are the different passengers/commuters who was experienced to ride in a tricycle.
Sampling Techniques
50 respondents were involved in this study. The respondent of the study were determined using the purposive sampling techniques
RESEARCH PROCEDURE
The researcher understood several steps which led to the completion of the study .First the researcher formulated the research title and let it approve by his adviser. Second the researcher prepared the research instrument which is self-made questionnaire to evaluate the Commuters satisfaction.. Third the researcher decided to get the sample of the respondents and started to administer score and interpret the test.
Lastly the researcher will work on the last two chapter which include the analysis, interpretation, summary, conclusions and recommendations from the finding of the study.
STATISTICAL TREATMENT
Descriptive statistical measure such as particularly MEAN, percentage will used to interpret some date, also ranking.
Statement Statistical tools
? 1.Demographic profile of the respondents in terms of
1.1 Age
1.2 Sex
1.3 Civil status
1.4 Educational attainment and
1.5 Monthly Income
? respondents on riding tricycle
? the level of satisfaction on service quality of tricycle as perceived by the respondents
? significant difference on the assessment of the respondents on the service quality of the tricycle when grouped according to profile variables
? problems encountered by the respondents in riding on the tricycle
Percentage, Ranking
Percentage, Ranking
Percentage, Ranking
Percentage, Ranking
Percentage, Ranking
