Chapter 2

METHOD

In this part, the researchers talk about the research design, research subject,
research instrument, data gathering procedure and interpretation processes. As well,
this portion clearly discusses the treatment of the data gathered in a statistical manner.

Research Design
The researchers used the descriptive - correlational design in conducting this
research work. A descriptive study was undertaken in order to determine the
characteristics of the variables in order to describe a present situation. Since consumer
services of Davao Del Sur Electric Cooperative (DASURECO) are studied, it would fit to
describe the level of services in terms of meter, service drop, streetlight, transformer
pole and line. Also, describing the level of consumers satisfaction as SERVQUAL is
used to measure, namely: tangibility, reliability, responsiveness, assurance and
empathy.

Research Subject
This research included two groups, which comprise seven (7) municipalities in
first district of Davao Del Sur and 399 total number of respective consumers. The
corresponding number of consumers per municipalities is based on their largest number
of potential consumers. The researchers used slovins formula to come up with the
prospect number of respondents per municipalities.
The table 1 presents the distribution of respondents for consumers in respective
municipalities.

Table 1
Distribution of Respondents

Total No. of Potential

No. of

Municipalities

Percentage
Consumers

Respondents

Digos

37176

129

32.33

Sta.Cruz

19860

69

17.29

Bansalan

14133

49

12.28

Magsaysay

12320

43

10.78

Matanao

12794

44

11.03

Hagonoy

12429

43

10.78

Padada

6477

22

5.51

TOTAL

115189

399

100.0

Clearly, it is in the table that City of Digos has 129 or 32.33%; Municipality of Sta. Cruz
has 69 potential consumers or 17.29%; Municipality of Bansalan has 49 or 12.28%
potential consumers; Municipality of Magsaysay has 43 or 10.78% potential consumers;
Municipality of Matanao has 44 or 11.03% potential consumers; Municipality of
Hagonoy has 43 or 10.78% potential consumers; and Municipality of Padada has 22
potential consumers or 5.51%. The number of consumers participated as respondents
are those who are willing to be surveyed.
Numerical Scale

Range of
Means

Verbal
Description

Descriptive
Interpretation

4.50 5.00

Very
Satisfied

The measure described in

the item is done at all
times. This means that the
consumer
service
is
excellent.

3.50 4.49

Moderately
Satisfied

The measure described in

the
item
is
done
oftentimes. This means
that the consumer service
is very good.

2.50 3.49

Satisfied

The measure described in

the item is certain. This
means that the consumer
service is good.

1.50 2.49

Less
Satisfied

The measure described in

the item is done for just a
while in long time gap.
This means that the
consumer service is fair.

0 1.49

Not
Satisfied

The measure described in

the item is never done a
single time. This means
that the consumer service
is poor.

Research Instrument
The study made use of self-constructed questionnaires to gather the information
and the data needed that helped us to come up with the findings, conclusions and other
relevant information of the study. It consists of three parts: the level of consumer
services, the level of customers satisfaction and its significant relationship. The
independent variable has six indicators, namely; meter, service drop, streetlight,
transformer, pole and line while the dependent variable has five indicators which
classified as tangibility, reliability, responsiveness, assurance and empathy with five
question each indicator. The thesis adviser and the evaluators gave their final inputs for
the refinement of the questionnaire and validated it before the actual survey.

Data Gathering Procedures

The following procedures were exercised in the process of gathering the
necessary data for the study:
1.

Requesting for a Permission to Conduct the Survey. The research

proponents formally wrote a letter addressed to the University Director to seek for an
approval containing the statement of purpose of the study with regards to the consumer
services and the level of consumers satisfaction of Davao Del Sur Electric Cooperative.
2.

Administration and Retrieval of the Research Instrument. After the

approval of the request, the researchers gave the instruments to the respective
respondents and retrieved immediately after the respondents answered them.
3.

Gathering

the

Results.

Upon

the

retrieval

of

the

answered

questionnaires, data immediately gathered and reported to the statistician for

interpretation.

Statistical Treatment of Data

In order to analyze and interpret the data gathered, the following tools were used
by the statistician. These tools helped the researchers output because it served as their
bases for conclusions as well as recommendations in the later chapters of this research.
Percentage. This was used to determine the rate of the consumer services and
the level of customers satisfaction of Davao Del Sur Electric Cooperative.
Frequency. This was used to systematically organize and present the total
number of respondents of Davao Del Sur Electric Cooperative.
Mean. It was used to determine the level of consumer services and consumers
satisfaction of consumers of Davao Del Sur Electric Cooperative.
Pearson r. This was applied to determine the relationship of consumer services
and the level of consumers satisfaction of Davao Del Sur Electric Cooperative.