Jillian Marie Rallama MBBA - 500

UB – MBA Midterm (Feb. 10, 2019)

Level of Satisfaction of Pag-IBIG Fund Lucena Clients: Basis for an

Enhancement Program

Statement of the Problem:

1. What is the demographic profile of the respondents:

a. Age

b. Gender

c. Civil status

2. What is the level of clients satisfaction on the various services at Pag-IBIG Fund

Lucena:

a. Communication skills

b. Promptness on the clients request

3. What can be the enhancement program based on the result?

Questionnaire:

Part I – Demographic Profile

Name (optional): ___________________________________
Age: 18 – 25 26 – 35 36 – 45 46 – 60 above 60
Civil Status: Single Married Others (please specify) _____________

Part II – Level of Satisfaction

The following statement relate the level of satisfaction of clients to the Pag-IBIG Fund
Lucena Services. Please put a check (√ ) that best describe to your satisfaction by using
the following scales:
Range Scale
4 O - Outstanding
3 VS - Very Satisfactory
2 S - Satisfactory
1 US - Unsatisfactory

Communication Skills O VS S US

1. Delivers clear message in answering queries of clients.

2. Listen attentively to both facts and feelings of the clients.

3. Recognizes feelings thoughts and needs of the clients by

reading their facial expression, tone of voice and gestures.

4. Clarifies understanding by paraphrasing what client’s said.

5. Shows interest to the clients.

6. Expresses empathy to the clients.

 Promptness on Clients Request
O VS S US

1. I was attended immediately.

2. I got the information I wanted.

3. I saw no sign of unusual activity of anyone asking money or

favor in exchange of services.

4. I read the transaction information chart displayed on their

lobby.

5. I received the documents I requested on the scheduled date.

Comments and Suggestions:

______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________

By completing this survey you are providing valuable information for the creation of
enhancement program to further improve the services in Pag-IBIG Fund Lucena. Your
honest answer above to the study question and comments are greatly appreciated. Thank
you very much!

THE RESEACHER