A CUSTOMER SATISFACTION SURVEY ON SERVICES RENDERED BY ST. JUDE MULTI-PURPOSE COOPERATIVE CONSUMER STORE: BASIS FOR SERVICE ENHANCEMENT

This study focused on the customer satisfaction survey on services rendered by St. Jude Multi-Purpose Cooperative Consumer Store: basis for service enhancement. In selecting the respondents, the descriptive method sampling technique was used in choosing 100 selected customers of SJMPC consumer store. A questionnaire was made and it was validated by the thesis adviser and an experts. The letter of request in asking permission to conduct the study was sent to the manager of SJMPC. The first 100 members who came to visit the store will be the respondents. Finally, the statistical treatment was tallied analyzed and validated by the statistician. Based from the data gathered by the researcher, the following conclusion was made: majority of the respondents were 31-40 years old having 38% married female and have been with SJMPC for 11-15 years. Majority of the respondents are female with 73% total number of the respondents. The distribution of responses with regards to customer satisfaction in terms of human resource is highly noted that majority of the staff are always ready to serve; with regards to customer satisfaction they strongly agree that the facility is accessible; with regards to customer satisfaction in terms of services the store has a convenient opening and closing hours got the top most statement with a weighted mean of 4.97. The researcher recommended the following; management of St. Jude Multi-Purpose Cooperative Consumer Store provides more trainings and seminars to all the staff to enhance their skills and abilities in dealing with the clients; to the staff conduct a monthly meeting and review, make a team building and plan ahead on how to manage carefully the services offered to the members. To all the members, continue giving suggestions and patronize the store for the betterment and improvement of the consumer store and services; and suggests ideas that may help in the process and giving services and strategies of the cooperative; and to the future researchers, this paper can be a basis for further studies related to customers satisfaction services in terms of human resource, facility and services of St. Jude Multi-Purpose Cooperative. The training manual for St. Jude Multi-Purpose Cooperative Consumer Store for employee, an enhancement service action plan and training workshop for the enhancement of consumer store services was recommended to used by the employees and members this coming year 2018-2019.