Keywords: customer satisfaction, electric ulilities, survey, stratified random sampiing, customer feedback, descriptive statistics, multiple regression analysis

ETERMINANTS OF CUSTOMER SATISFACTION ^OF CLARK ELECTRIC

DTSTRTBUTTON

CORPORATTON (CEDC)

A

Business Research Presented to the Graduate School

Holy

Angel

University

In Partial

Fulfilment of

the Requirement for the Degree

of

Master of Business Management

MYLEEN r. GUnfArUrrq

6r'

October 2011

DETERMINANTS

OF CUSTOMER

SATISFACTION

OF CEDC

HOLY ANGEL UNIVERSITY

Abstract

This study identified the determinants of customer satisfaction that affect the overaii services

oiClark

Electric

Distribution

Corporation (CEDC), a service company distributing electricity inside Clark Freeport Zone. These were

emergency

caii,

safety

oiservices

provideci, ease

in

contacting the business

office,

response time on service connection,

timely

advice on the scheduled power intemrption, and the competence

of frontliners.

The results recommended that CEDC could create call center service that is available 2417 for its customers, establish a database for each cu$omer for easy and fast tracking of records, conduct trainings to develop the interper.sonal skills of personnel, and teach them the proper way of reading the electric meter. Respondents were selected from the four customer classification of CEDC using stratified random sampling. Customer satisiaction feecibacks were gathered via survey questionnaire and resuits were

analyzedusing descriptive statistics,

Kruskal-Wallis

nonparamefric test, and multiple regression anaiysis.

Keywords: customer satisfaction, electric

ulilities,

survey, stratified random sampiing, customer feedback, descriptive statistics,

multiple

regression analysis