CONSUMER SATISFFACTION ON SERVICES OF TAWI-TAWI ELECTRIC COOPERATIVE (TAWELCO) IN BONGAO, TAWI-TAWI

 ABSTRACT

Alimadam M. Fraina, Al-Khaidar S. Jama, Al-Chonchai A. Jiripae, Amil B. Kiling and Alhaser A. Sajili.   Grade 12 – Xenon, Technical, Vocational and Livelihood (TVL) Track. Senior High School Students, S.Y. 2020-2021. Tawi-Tawi School of Arts and Trades, Brgy. Pag-Asa, Bongao, Tawi-Tawi. CONSUMER SATISFFACTION ON SERVICES OF TAWI-TAWI ELECTRIC COOPERATIVE (TAWELCO) IN BONGAO, TAWI-TAWI

 

Adviser: FERMIN J. HAMJA

 

 

The Tawi-Tawi Electric Cooperativ4e (TAWELCO) has been serving the needs for power source in the province of Tawi-Tawi for decades already. Hence, the researchers in this study would like to assess the customer satisfaction on services of the TAWELCO involving the respondents in two barangays such as Brgy. Poblacion and Brgy. Tubig Mampallam.

            Specifically, this study sought to answer the following questions: What is the basic profile of the respondents in terms of gender, address (barangay), monthly family income and monthly electrical bill? What is the extent of consumer satisfaction on services of Tawi-Tawi Electric Cooperative (TAWELCO) in Bongao, Tawi-Tawi? And is there a significant difference on the consumer satisfaction on services of Tawi-Tawi Electric Cooperative (TAWELCO) in Bongao, Tawi-Tawi in terms of barangay, monthly family income and monthly electrical bill?

There were one-hundred (100) respondents of this study coming from two (2) barangays in Bongao. Fifty (50) respondents were from Barangay Poblacion and the other fifty (50) were from Brgy. Tubig Mampallam.

The study revealed that majority of the respondents have a family income of 20,000 below composed of 56.00% and have a monthly electrical bill of 1,500 below composed of 58.00%.  The respondents from Brgy. Poblacion obtained the highest weighted mean of 3.27, which means that they are satisfied on the services rendered by the TAWELCO. While, the respondents from Brgy. Poblacion obtained the least weighted mean of 3.18, means “satisfied”.

It can be gleaned from the results that the respondents whose monthly family income is 20,000 below obtained the highest weighted mean of 3.18, means “satisfied”. The respondents whose monthly electrical bill is 1,500 below obtained the highest weighted mean of 3.17, means “satisfied”.

As for the overall results on the Consumer Satisfaction on Services of TAWELCO in terms of monthly electrical bill can be gleaned from table 7 above. As shown in the table, the respondents obtained the highest weighted mean of 3.43 on item no. 8: “Staff professionalism”. While, the respondents obtained the least mean of 2.78 on item no. 1: “Connection cost”, interpreted as “satisfied”. Overall, the respondents were satisfied on services of TAWELCO which obtained an overall mean of 3.14.

            As for the Analysis of Variance (ANOVA) confirmed that Consumer Satisfaction on Services of TAWELCO do not differ in terms of barangay, monthly family income and monthly electric bill.

            Essentially, the researchers concluded that the consumers of Tawi-Tawi Electric Cooperative (TAWELCO) were satisfied on services especially with staff professionalism and effectiveness of customer service. However, the TAWELCO still needs improvement on services such as bill correctness, connect cost and immediate responses. Hence, the consumer satisfaction also do not differ in terms of barangay, monthly family income and monthly electrical bill.