Customer Satisfaction

Topics: Customer, Davao City, Digos City Pages: 8 (1905 words) Published: January 24, 2013

An Undergraduate Research Presented to the Faculty of the
College of Business Administration Program
University of Mindanao Bansalan Campus
Bansalan, Davao del Sur

In Partial Fulfilment of the Requirements For the Degree of Bachelor of Science in Business Administration
Major in Human Resource Management
Major in Financial Management


Lianne Mae P. Teves
Roxanne O. Vicada
Marian G. Tison

March 2013

TITLE: The Level of customer satisfaction of Dok Alternatibo Product user in Bansalan, Davao del Sur .

Researcher:Teves, Lianne Mae P.
Vicada, Roxanne O.
Tison, Marian G.
School:University of Mindanao Bansalan Campus


Degree Conferred:Bachelor of Science in Business Administration
Major in Human Resource Management (HRM)
Major in Financial Management (FM)


This study determines the level of Dok Alternatibo product users in Bansalan, Davao del Sur.

Satisfaction is certainly a part of customer success. To be satisfied, customers want us to provide our product or service in a timely manner. They expect us to be empathetic and friendly. They want our product to be high in quality. However, we need to go to the next step. How can you help your customers and clients be successful? There is no easy answer. The only way to know is to look at your customers individually and ask them how they define success and how you can help them achieve it. It isn't enough to have the right phone skills, correct correspondence, and fast turnaround. How do you begin to define what your customers need to succeed? It's simple. Ask them. They will give you ideas that you will find carry over to other accounts as well. Then, take it one step further. Think and ask yourself what you would need to be successful if you were the customer. For a Dok Alternative Herbal Medicine whose customers are more specially for patients, it may be training their customer on how to sell its product thereby increasing their price of each product. When we looked at the customers on the speaking side of the business, we realized the role as a researcher was more than just giving a great effort to accomplish the customer satisfaction that we met. . (


Education is a progressive discovery of our ignorance.

We would like to thank all those who helped us to give teir support for this thesis manuscript. We would like to express our sincere appreciation to our supervisor, Prof. Flor Jasmin O. Cabaral, for his enlightenment of our knowledge of this study, valuable advice and kind support throughout the process of dissertation completion.

Most importantly, we would like to thank our parents and sister who were always there to motivate us. We would also like to thank our close friends for being around to discuss our ideas and giving us emotional support when we were stressed.

Chapter 1


Background of the Study

Globally, in a competitive market, companies today face the toughest competition ever. This is apparently due to drastic mushrooming of companies after the other. Indeed, products and services made available to market because of the numerous producers. Such is clear evidence that competition is prevalent in current business arena. As time unfolds, competition is getting harder for companies, regardless of the company they belong. The level of satisfaction can also vary depending on other options the customer may have and other products against which the customer can compare the organization’s products.

Nationally, Customer Satisfaction (CS) is an ambiguous and abstract...
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