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Perception on the Services Provided by GSIS and Its Effect to the

Satisfaction of SLSU Regular Faculty and Employees

Ilagan, Jhenny Ros .A

Ong, Elaiza Camille S.

Salanda, Haile G.

Southern Luzon State University

Lucban, Quezon

College of Business Administration


Chapter 1

INTRODUCTION

The importance of money has become so significant for life that you could

not survive without it. It has become an essential commodity that helps you run

your life. Without money you will not be able to buy food, clothes and other basic

need of every individual. Money plays a vital role especially in the business world

for such reason that it serve as a medium of exchange and standard of material.

Exchanging goods for goods is an older practice and without any money, you

cannot buy anything you wish. Money has gained its value because people are

trying to save wealth for their future needs.

But with the way our economy is performing right now, it will be hard for

the community to save even a single penny, especially those whose earnings is

just enough to reimburse their daily expense. So if ever the time comes that they

encounter misfortunes they will be left with no other choice but to borrow money.

This kind of circumstances give birth to the establishment of lending institutions,

were an individual borrows money to be compensated for a long period of time

with n agreed rate of interest.

And to respond with that, the government launched publicly owned lending

institution named Government Service Insurance System where public

employees and teachers were given loan options in case of calamities with

favorable rate of interest.


The researchers were aware of the importance of an effective loan

services to the satisfaction of every member. Effective and efficient services can

lead to a strong borrower-lender relationship. Furthermore, it helps the

researchers to be more familiarized with different loan services of lending

institutions.

The researchers were driven to choose the selected employees and

faculty of Southern Luzon State University in Lucban, Quezon as their main

subject so that they will have insights perception and satisfaction on the services

offered by GSIS-Lucena. By performing this study, the researchers will be able to

discover and convey awareness and information to be accomplished in the near

future.

Statement of the Objectives

This study will be conducted to evaluate the perception and satisfaction of

the selected employees and faculty of SLSU in Lucban, Quezon in the services

provided by GSIS.

Specifically, it will determine the following objectives:

1. The profile of GSIS-Lucena in terms of:

a. Historical Background

b. Organizational Structure

c. Technical Structure
d. Services Offered

2. The profile of SLSU-Lucban faculty and employees in terms of:

a. Age

b. Civil Status

c. Length of Membership

d. Educational Background

e. Position/Designation

f. Loan Availment

3. The perception of the respondents in the services provided by GSIS in

terms of:

a. Life Insurance

b. Retirement Benefits

c. Disability Benefits

d. Death Benefits

e. Loan Services

4. The level of satisfaction of selected SLSU-Lucban faculty and employees

in the services provided by GSIS-Lucena:

a. Life Insurance
b. Retirement Benefits

c. Disability Benefits

d. Death Benefits

e. Loan Services

5. The perception on the services offered by GSIS-Lucena and its effect on

the satisfaction of the selected SLSU-Lucban regular employees and

faculty.

Ho: The perception on the services offered by GSIS does not affect

their level of satisfaction.

6. The problems encountered by the selected regular SLSU-Lucban

employees and faculty.

Significance of the Study

A survey test that will be conducted to the selected regular SLSU-Lucban

faculty and employees to reveal findings that will be beneficial in different

group of people.

GSIS- This study will disclose new ideas and findings for the GSIS in the

essence of understanding their members perception and satisfaction in their

management practices. Furthermore, it helps GSIS to innovate existing

policies/procedures to accomplish loan portfolio. It will also help GSIS achieve

social awareness by giving satisfaction to the members.


SLSU-Lucban Faculty and Employees- This study will help the SLSU-

Lucban faculty and employees present their feedback on GSIS efficiency by

responding to the questions provided by the researchers. It will also specify

the frequently encountered problems by the members.

Students- This will be beneficial to those students who are in need of

preferences regarding the evaluation on the services provided by GSIS. It can

add knowledge on the study theyre conducting with.

Researchers- More importantly, the study can allow the researchers

relate and perform their awareness and insights on the study. Also, this study

will test the cooperation and prospective of the researchers. It will also add

additional information on their major subject, financial management.

Scope and Limitation

This study primarily concerns with the perception on the services provided

by GSIS and its effect in the satisfaction of the selected SLSU-Lucban faculty

and employees.

It is restricted to the selected SLSU-Lucban faculty and employees. The

data that will be used will be collected using a planned survey schedule

guided by structural questionnaires. The treatment of the problems presented

in the study will be completed with the answers at the best ability of the

researchers.
The study is limited only on the services that were provided by the

Government Service Insurance System-Lucena. Similarly, it will be limited in

the perception and satisfaction of selected regular SLSU-Lucban faculty and

employees. Lastly it is also limited to the frequent problems that were

encountered by the members of GSIS-Lucena.

The study took place during the 2 nd semester of the academic year 2012-

2013 and will to be completed in the 1st semester of the academic year 2013-

2014.

Definition of Terms

To make certain of the better understanding of the study, the following

words are defined as they are used in the study.

Commodity is a basic good used in commerce that is interchangeable

with other commodity of the same type.

Community usually refers to small unit larger than a small village that

shares common value.

GSIS also known as Government Service Insurance System

Lending Institutions are organization such as bank, credit union, or

finance company that makes loan.

Loan servicing is a process by which mortgage bank or subservicing firm

collects the timely payment of interest and principal form of business.


Money is any object or record that is generally accepted as payment for

goods and services and repayment of debts in a given socio-economic

context or country.

Perception is the act of apprehending by means of the senses or in the

mind; cognition; understanding

Satisfaction is the fulfillment or gratification of a desire or need.


CHAPTER II

REVIEW OF RELATED LITERATURE AND STUDIES

This chapter discusses the related literature and the studies for better

understanding of the study. The researchers were able to gather significant

information from internet, books, unpublished theses and other reading material

which served as basis for the study. It also includes the research paradigm and

conceptual framework.

Finance

Finance mainly deals with matters related to money and the markets.

According to InvestionWord, It is a branch of economics concerned with resource

allocation as well as resource management, acquisition and investment.

Finance is the study of how people allocate their assets over time under

conditions of certainty and uncertainty. A key point in finance, which affects

decisions, is the time value of money, which states that a unit of currency today

is worth more than the same unit of currency tomorrow. Finance aims to price

assets based on their risk level, and expected rate of return. Finance can be

broken into three different sub categories: public finance, corporate

finance and personal finance.

Personal Finance

According to Wikipedia personal financial decisions may involve paying for

education, financing durable goods such as real estate and cars, buying
insurance, e.g. health and property insurance, investing and saving

for retirement.

Personal financial decisions may also involve paying for a loan, or debt

obligations. The six key areas of personal financial planning, as suggested by the

Financial Planning Standards Board, are:

Financial position

Adequate protection

Tax planning

Investment and accumulation goals

Retirement planning

Estate planning

Public Finance

According to Wikipedia public finance describes finance as related to

sovereign states and sub-national entities (states/provinces, counties,

municipalities, etc.) and related public entities (e.g. school districts) or agencies.

It is concerned with:

Identification of required expenditure of a public sector entity

Source(s) of that entity's revenue


The budgeting process

Debt issuance (municipal bonds) for public works projects

Central banks, such as the Federal Reserve System banks in the United

States and Bank of England in the United Kingdom, are strong players in public

finance, acting as lenders of last resort as well as strong influences on monetary

and credit conditions in the economy.

Financial Institution

According to Wikipedia, financial institution is an institution that

provides financial services for its clients or members. Probably the most

important financial service provided by financial institutions is acting as financial

intermediaries. Most financial institutions are regulated by the government.

Broadly speaking, there are three major types of financial institutions:

1. Depositary Institutions : Deposit-taking institutions that accept and

manage deposits and make loans, including banks, building

societies, credit unions, trust companies, and mortgage loan companies

2. Contractual Institutions : Insurance companies and pension funds; and

3. Investment Institutes: Investment Banks, underwriters, brokerage firms.

Financial Services

An entity whose income exceeds its expenditure can lend or invest the

excess income. On the other hand, an entity whose income is less than its
expenditure can raise capital by borrowing or selling equity claims, decreasing its

expenses, or increasing its income. The lender can find a borrower, a financial

intermediary such as a bank, or buy notes or bonds in the bond market. The

lender receives interest, the borrower pays a higher interest than the lender

receives, and the financial intermediary earns the difference for arranging the

loan.

A bank aggregates the activities of many borrowers and lenders. A bank

accepts deposits from lenders, on which it pays interest. The bank then lends

these deposits to borrowers. Banks allow borrowers and lenders, of different

sizes, to coordinate their activity.

Life Insurance

Insurance cover that serves two major purposes: (1) to substitute for

the insured's income if he or she dies, and (2) to qualify the insured

for favorable tax treatment. The policy holders buy insurance cover from

an insurance company, and pay specific periodic amounts (premiums) for the

term (duration or life) of the policy. If the insured dies before the this term

is completed, a guaranteed sum (the face amount of the policy) is paid to one or

more named beneficiaries. If the insured survives the term then, depending on

the type of the policy, he or she may receive the full or a part of the face amount

of the policy. For young families, a life insurance policy creates an 'instant estate'

before they have enough time to accumulate other assets. And

it provides liquidity to the named beneficiary (or beneficiaries) long before the
deceased's estate matters (which often call for substantial expense) are settled.

Four main types of life insurance policies are

Term life insurance,

Whole life insurance

Endowment life policy

Annuity

Life insurance has its origins in the old practice of saving money for one's own

funeral costs, and is called also life assurance.

(http://www.businessdictionary.com/definition/life-insurance.html)

Retirement Benefits

Retirement benefits can come from a number of sources. Employers offer

them to employees as an incentive to stay with the company until retirement. The

federal government provides retirement benefits in the form of Social Security

payments. Individuals can also save for retirement on their own with plans such

as IRAs.

Pension plans and 401k plans are examples of retirement savings plans

offered by employers. Some employers also offer life, health and disability

insurance that employees can carry into retirement if they wish to continue

paying the premium. This can be attractive to employees who decide to retire

prior to the typical retirement age of 65.


Self-employed individuals or those who have limited retirement benefits

where they work may need to provide their own retirement benefits. For example,

individuals without access to pension plans may need to invest more of their

money in vehicles such as IRAs.

(http://www.ehow.com/facts_6895346_retirement-benefits-definition.html)

Disability Benefit

Income paid under a disability policy that is not covered under workers

compensation . It is usually expressed as a percentage of the insureds income

prior to the disability, but there may be a limit on the amount and duration of

benefits. The most advantageous policy pays a monthly disability income benefit

for as long as the insured is unable to perform suitable job functions determined

by experience, education, and training.

(http://www.answers.com/topic/disability-benefit-2#ixzz2MGZAHTUA )

Death Benefits

According to Investiopedia, A death benefit may be a percentage of the

annuitant's pension. For example, a beneficiary might be entitled to 65% of the

annuitant's monthly pension. Alternatively, the benefit may be a large lump-sum

payment from a life insurance policy. The size and structure of the payment is

determined by the type of policy the annuitant held at the time of death. In life

insurance and annuities, the amount of money that is paid to

the policyholder's survivor(s) upon the policyholder's death. That is, the amount
may be a lump sum determined at the outset of the policy or annuity that is paid

when the policyholder dies, or it may be a monthly payment that begins to be

paid when the policyholder passes away and remains payable until the survivor's

death. The former death benefit is more common in life insurance and the latter

is more common in annuities.

Credit

Burrow (2010), stated that credit is the privilege of using someone else

money for a period of time. The privilege is based on the belief that the person

receiving credit will honor a promise to pay the amount owed at a future date.

Although credit system used forms and legal documents, it also depends

on trust between the debtor and creditor. Trust means that the creditor believes

that the creditor will honor the promise to pay later for goods and services that

have been received and used.

Bases of credit

According to Hubpages, The word "credit" has been derived from a Latin

word creditum. It means trust. Credit refers to the ability to acquire something of

value like goods, services, money, or securities at the present time in return for a

promise to pay at a certain future time. It involves risks. The possibility that the

borrower cannot fulfill his promise due to circumstances beyond his control

always exists.
In granting credit to borrowers, there are bases in evaluating their ability to pay

and willingness to pay:

Character. This refers to the personal integrity of the borrower. His determination

to pay can be evaluated by his past business record. Character also includes

personal habits, attitudes, or vices of the borrower.

Capacity. This has something to do with the managerial ability of the borrower.

Capital. This refers to the resources owned by the borrower such as priorities.

With such properties, the ability of the borrower to obtain credit has become

greater.

Collateral. Usually, the title of the land is required as a security of the loan. This is

a safety measure for the payment of the loan. Buildings, machines and other

valuable properties are used as collaterals.

Condition. Conditions in the community, industry, or the whole economy affect the

ability of borrowers to pay their loans.

Obligation

An obligation is a course of action that someone is required to take,

whether legal or moral. There are also obligations in other normative contexts,

such as obligations of etiquette, social obligations, and possibly in terms

of politics, where obligations are requirements which must be fulfilled. These are

generally legal obligations, which can incur a penalty for non-fulfilment, although

certain people are obliged to carry out certain actions for other reasons as well,
whether as a tradition or for social reasons. According to de Leon (2011), the

term obligation is derived from the Latin word obligation which means tying or

binding.

It is a tie or bond recognized by law by virtue of which one is bound in

favor of another to render something-and this may consist in giving a thing, doing

a certain act, or not doing a certain act.

Sources of obligations are enumerated below:

1. Law- when they sre imposed by law itself.

2. Contracts- when they arise from the stipulation from the parties.

3. Quasi-contracts- when they arise from lawful, voluntary and

unilateral acts which are enforceable to the end that no one

shall be unjustly enriches=d or benefited in the expense of

another.

4. Crimes or acts or omissions punished by law- when they arise

from civil liability which is the consequence of a criminal offence.

5. Quasi-delicts or torts- when they arise from damaged caused to

another of a killer to indemnify the heirs of the victim.

Contract

A contract lays emphasis on the meeting of minds between two

contracting parties which takes place when an offer by one part is accepted by

another. In a contract one on more persons bind himself or themselves with


respect to another or others, or reciprocally, to the fulfillment of a prestation to

give, to do, or not to do.

According to Wikipedia, A contract is an agreement having a lawful object

entered into voluntarily by two or more parties, each of whom intends to create

one or more legal obligations between or among them. The elements of a

contract are "offer" and "acceptance" by "competent persons" having legal

capacity who exchanges "consideration" to create "mutuality of obligation."

Proof of some or all of these elements may be done in writing, though

contracts may be made entirely orally or by conduct. The remedy for breach of

contract can be "damages" in the form of compensation of money or specific

performance enforced through an injunction. Both of these remedies award the

party at loss the "benefit of the bargain" or expectation damages, which are

greater than mere reliance damages, as in promissory estoppel. The parties may

be natural persons or juristic persons. A contract is a legally enforceable promise

or undertaking that something will or will not occur. The word promise can be

used as a legal synonym for contract, although care is required as a promise

may not have the full standing of a contract, as when it is an agreement

without consideration.

Requirement of a Valid Contract

According to Jentz (2010), there are generally six requirements of a valid

contract:

1. Agreement- which requires offer and acceptance.


2. Considerations- money.

3. Capacity to contract- Must not be minor, insane or intoxicated.

4. Genuineness of Assent- intention of both parties when contract was

entered into.

5. Lawful purpose- must be for legal use in order to be a valid contract or

enforceable contract.

6. Lawful Form- if the law requires it to be in writing it must be. Statue of

Frauds requires that all Real Estate contracts with the exception of a

residential lease lasting less then 3 years must be in writing.

Only after all these requirements have been met can a contract be

deemed valid and legally enforceable.

A meeting of the minds is the most important aspect.

In some cases the court can infer contract terms if they determine that

there was a contract.

Interest Rates

Mejorada (2001) stated that, Interest rate is a rate which

is charged or paid for the use of money. An interest rate is often expressed as

an annual percentage of the principal. It is calculated by dividing the amount of

interest by the amount of principal. Interest rates often change as

a result of inflation and Federal Reserve Board policies.


From a consumer's perspective, the interest rate is expressed as annual

percentage yield (APY) when the interested is earned, for example, from

a savings account or a certificate of deposit. When the interest is paid, for

example, for a credit card, a mortgage, or a loan, the interest rate is expressed

as annual percentage rate (APR).

Perception

According to Wikipedia, perception is the organization, identification and

interpretation of sensory information in order to represent and understand the

environment. All perception involves signals in the nervous system, which in turn

result from physical stimulation of the sense organs. Perception involves these

"top-down" effects as well as the "bottom-up" process of processing sensory

input.. The "bottom-up" processing is basically low-level information that's used to

build up higher-level information (i.e. - shapes for object recognition). The "top-

down" processing refers to a person's concept and expectations (knowledge) that

influence perception. Perception depends on complex functions of the nervous

system, but subjectively seems mostly effortless because this processing

happens outside conscious awareness

Satisfaction

According to Wikipedia, satisfaction is 'acknowledgement and approval of

reaching capacity.' The level of capacity reached may be sought after, expected,

desired, or simply predetermined as the level in which provides contentment.


Public Schools

According to Wikipedia, public schools generally refer to primary or

secondary schools mandated for or offered to all children by the government,

whether national, regional, or local, provided by an institution of civil government,

and paid for, in whole or in part, by public funding from taxation. The term may

also refer to institutions of post-secondary education funded, in whole or in part,

and overseen by government.

Members

According to Wikipedia, A member is a person who belongs to a social

group or an entity such as a company or nation. By extension it can refer to any

part of a whole.
RELATED STUDIES

Mrs. Shierley V. Manencenido and Mr. Ronaldo A. Pastorpide, conducted

a study on 2002 entitled, An Assessment of the Services of San Luis

Development Cooperative to its Members.

Results of the study showed that the San Luis Development Cooperative

has around 3178 registered members as of December 2001 and that the

membership of the cooperative is continuously increasing. This continuous

growth indicates that the member enjoy being members of SLDC.

The BOD chairman, vice-president and all employees were suited for their

position. The cooperative also has elected and appointed committee or officers

for supervisory, credit allocation and education and general managers takes the

general supervision of general cooperative operations together with the

accountant, treasurer and the rest of management staff.

With regards to the members evaluation on the services offered by SLDC,

some of them patronize regularly those services while others act only a

depositors and shareholders.


The dividends received by the SLDC members were dependent on their

share capital and the net income resulting from the cooperatives operations.

SLDC members were satisfied with the services, for those services helped

them improved their quality of life. SLSC offered services t its best and through

effective management of its human resources since the employees are highly

motivated to work better and more efficiently.

San Luis Development Cooperative members encountered problems in

relation to the cooperatives carrying out of its operations like in the providing and

giving of the benefits and in the delivery implementation of its services like in

management practices or customer relation, availment of benefits and acquiring

of loans.

The study of Barrios and Maranan, Members Satisfaction to the

Services Provided by the UP Los Baos Credit and Development

Cooperative, revealed the following findings. The Cooperative Profile of the

study showed the organizational structure of the UPLBCDC where in the General

Assembly the major decision maker is and composed of the usual set of officers

and committees mandate in a cooperative organization. The employees receive

monthly salary and benefits like 13 th month pay, uniform allowance, vacation

leave, sick leave, maternity leave and incentive. Their respondents are the

professionals, non-professionals. Majority of them are teachers under the

Department of Education. Most of them have a monthly income ranging from P

10,000.00 P 15,000.00 and most of them are female and married.


The cooperative offered services such as loans like petty cash loan, short-

term loan, hospitalization loan, housing loan, real state loan and special loan. To

encourage thrift savings the cooperative offers savings deposit and time deposit,

share capital for the members and Club Matipid for the grade-school, high-school

and college students. There are other services including damayan, training and

seminars, KASAMBILI or consumer services, housing project and medical and

dental mission. Members Assessment on the services, the members of the

UPLBCDC are satisfied on the services rendered to them by the cooperative.

The members received n amount of loan sufficient to their needs and received

proper training in agriculture and other business entrepreneurship for them to be

more productive. Members are also satisfied on the benefits they received from

the cooperative. On the process of membership and loaning, members are

satisfied on its overall steps. Members are given recognition.

The problems encountered based on the responses gathered revealed

that the members cannot enjoy all types of loans and if they availed loans though

they are given enough time to repay their debts, they are not really in favor of the

rate of interest charged against the total loan. Members complained on the

additional deduction savings nd time deposits because they are not well-informed

about these changes.

Work done by Parasurman, Zeithmal and Berry (Leonard L) between 1985

and 1988 delivered SERVQUAL which provides the basis for the measurement

of customer satisfaction with the service by using the gap between the

customers expectation of performance and their perceived experience of


performance. This provides the researcher with satisfaction gap which is semi-

quantative in nature. Cronin and Taylor extended and disconfirmation theory by

combining the gap described by Parasuraman, Zeithaml and Berry as two

different measures (perception and expectation) into single measurement of

performance relative to expectation.

The usual measures of customer satisfaction involve a survey with a set of

statements using a Likert Technique or scale. The customer is asked to evaluate

each statement and terms of their perception and expectation of performance of

the service being measured.

Based on the study Farmers Level of Satisfaction on the Services

Provided by Sentrong Pamilihan ng Produktong Agrikulutura ng Queon

Foundation Inc., Sariaya, Quezon by Carren Joy P. Cabanas, Maicy Marie O.

Merte nd Abigail O. Monica, 2010 specifically aimed to answer questions about

the business profile and the customer profile, which are the farmers, in terms of

economic and demographic profile. Also the level of farmers satisfaction on the

services provided and it also seek to find out if the economic status of the

farmers affects their level of satisfaction.

In view of the findings majority of the farmers are male ranging from 40-49

years old, high-school graduate, married that have a quarterly income from farm

yield of P25, 000 and below. Most of them are members for more than 3 years or

ever since the foundation started and have joined by their own personal choice.

All of the respondents are satisfied on all the services provided by SPPAQF Inc.
The economic statuses of the farmers prove to have direct influence on

the farmers level of satisfaction on the services provided by the foundation. The

greater the income from the farm yield, the greater the level of satisfaction.

The researchers recommended that the foundation should find a stable

and regular consumer of farm produce. The foundation also lower the rent of the

tractor and must establish a proper warehouse system and cooling storage. Also

the foundation should create a marketing program or word of mouth marketing

so that they can achieve their goal of having 3,000 farmer families as

beneficiaries of their program.

One of the related studies is about the Level of Satisfaction on Selected

Patients of Dental Clinics in Lucban, Quezon conducted by Gregorio,

Creselda O. and Veloso Jeremy June S., Marketing Management students dated

March, 2005. The study aimed to establish the patronizing behavior of selected

patients of dental clinics in Lucban, Quezon. It sought to answer the following

problems related to demographic profile of respondents; the reasons and

considerations that the respondents are looking in availing dental services, the

perceived level of agreement the respondent are having out in availing dental

clinics in terms of place, price, products/services and promotion, the concerns of

the respondents in dental clinics in Lucban. The researchers used a descriptive

research design in doing their study.


Research Paradigm

INDEPENDENT VARIABLES DEPENDENT VARIABLE

Business Profile

a. Historical Background

b. Organizational Structure

c. Technical Structure

d. Services Offered

Respondents Profile

a. Age

b. Civil Status
Satisfaction of Selected
Regular SLSU-Lucban
c. Length of Membership Faculty and Employees in
d. Educational Background the Services Provided by
GSIS
e. Occupation

Members Perception in terms of:

a. Life Insurance

b. Retirement Benefits

c. Disability Benefits

d. Death Benefits

e. Loan Services
Problems Encountered by Selected Regular SLSU-
Lucban Faculty and Employees in the Services
Provided by GSIS

Conceptual Framework

The figure illustrates the relationship between the independent and

dependent variables. The independent variables in the study are the business

profile in terms of historical background, organizational structure, technical

structure and services offered, the respondents profile in terms of age, civil

status, length of membership, educational background, and occupation and the

perception of the respondents in the services provided by GSIS in terms of life

insurance, retirement benefits, disability benefits, death benefits and loan

services. The dependent variable is the satisfaction of selected regular SLSU-

Lucban faculty and employees in the services provided by GSIS. The problems

encountered by the selected regular SLSU-Lucban faculty and employees are

also considered as intervening variable which have effects in the independent

and dependent variable.


CHAPTER III

METHODOLOGY

This chapter presents the description of research site, the respondents,

the instruments used, the data gathering procedures or data collection and

analysis of the data that led to the completion of the study.

Research Site

The researchers chose to conduct their study at the Southern Luzon State

University in Lucban, Quezon. The researchers chose the selected regular SLSU

employees and faculty as their main respondent. The research survey will be

conducted inside the premises of Southern Luzon State University in Lucban,

Quezon. From the researchers point of view, knowing the profile of GSIS-

Lucena, the profile of the respondents, perception on the services of GSIS,

members satisfaction, the relationship between the perception on the services

provided by GSIS and the satisfaction of selected regular SLSU-Lucban faculty

and employees and the problems encountered by the selected regular SLSU-

Lucban faculty and employees will help on determining the effect of the
members perception on the services offered by GSIS-Lucena in the satisfaction

of selected regular SLSU-Lucban faculty and employees.

Respondents

The manager of GSIS-Lucena is the one who can answer the questions

needed in this study in terms of historical background, organizational structure,

technical structure and services offered. This study will came up with one

hundred (100) respondents who are regular employees and faculty of SLSU-

Lucban. They will be chosen based on their availability to determine their

demographic profile, their perception, satisfaction and the problems they

encountered.

Research Design

In this study, the researchers will use the descriptive method of research

to determine the perception and satisfaction of selected regular SLSU faculty and

employees on the services offered by GSIS-Lucena. The primary tool that will be

use in gathering the primary data is a questionnaire formulated by the

researchers. This will be supported by a personal interview to the manager.

Secondary data were gathered by browsing published books, internet links and

other related materials like unpublished theses to gather some idea to this

research.

Research Instrument
The researchers will use to sets of questionnaires, one for the manager

and the other for the selected regular employees and faculty of SLSU-Lucban.

This will be supported by a personal interview. The formulated questionnaire to

the manager will be the interview guide to gather the needed data. It will be use

to have proper flow of questions about the profile of the GSIS-Lucena in terms of

historical background, organizational structure, technical structure and services

offered.

The questionnaire for the selected regular employees and faculty of

SLSU-Lucban will be divided into four parts: the first part for the demographic

profile of the respondents, the second part determined the members perception

on the services provided by GSIS-Lucena, third determined the satisfaction of the

the selected regular employees and faculty of SLSU-Lucban and lastly the

problems encountered.

The researchers also used published books, internet links and other

related materials like unpublished theses to gather some idea about the

research.

Procedures/Data Collection

Before this study will be conducted, the researchers who were residents of

Lucban, Quezon will set for an appointment for interview to the manager of

GSIS-Lucena who is situated in Lucena City, Quezon. The researchers will pass

an interview letter to ask permission to the manager of GSIS-Lucena. On that

day it will be expected the confirmation will be given.


Secondly, the researchers will gather data from books, internet and

unpublished materials as the bases for the construction of questionnaire and the

data needed for the study. The researchers will construct the survey

questionnaires which will be presented to the adviser for consultation. After the

recommendations and finalization of the questionnaires it will be subjected to

validation. The researchers will ask a statistician with the regards to the number

of respondents. The researchers will then set the date to conduct of their study.

The researchers will use convenience sampling based on the availability of the

employees and faculty.

Lastly, the data that will be gathered will be tabulated, interpreted and

analyzed. Based on the findings, the researchers will formulate conclusions and

offer recommendations for further improvement of the GSIS.

Data Analysis

The Likert Scale will be utilized as basis to interpret the responses of the

respondents, with a 4 point rating scale as follows: (4) strongly agree, (3) agree,

(2) moderately agree, and (1) agree. The study will focus on the effect of the

perception on the service provided by GSIS-Lucena to the satisfaction of

selected regular SLSU employees and faculty.

Point Score Range Interval Data Analysis

4 3.25-4.00 Strongly Agree

3 3.50-3.24 Agree

2 1.75-2.49 Moderately Agree


1 1.00-1.74 Disagree

For the profile of the respondents, the frequency and percentage will be

used.

Where: P= percentage

F= frequency

N=number of respondents

For the perception and satisfaction of the respondents, weighted

arithmetic mean will be use. The formula is presented below.

Where: WM = Weighted mean

f= frequency

N= total number of respondents

Chi-Square Test of Significance

The test of significance of the selected SLSU-Lucban faculty and

employees perception and satisfaction on the services provided by GSIS-Lucena

will be conducted using the Chi-Squre formula:

x2= (Fo-Fe)2
Where: Fo = observed frequency

Fe = expected frequency