Philippine Copyright 2019

by Niel Peter S. Bagaygay

Daren Audie T. Clemente
Roven Grant Q. Elardo
Abelardo M. Pulga
Judell S. Valdez
Railway Engineering Department, College of Engineering
Polytechnic University of the Philippines

All right reserved. Portions of this manuscript may be reproduced with proper referencing
and due acknowledgement of the author.

i
Customer Satisfaction on the Service Quality of Metro North
Commuter Service of Philippine National Railways

An Undergraduate Thesis Presented to the Department of Railway Engineering

College of Engineering
Polytechnic University of the Philippines
Sta. Mesa, Manila

In Partial Fulfillment of the Requirements for the Degree

Bachelor of Science in Railway Engineering and Management

By

Bagaygay, Niel Peter S.

Clemente, Daren Audie T.
Elardo, Roven Grant Q.
Pulga, Abelardo M.
Valdez, Judell S.

May 2019

ii
 CERTIFICATION
This thesis entitled, “Customer Satisfaction on the Service Quality of Metro
North Commuter Service of Philippine National Railways” prepared and submitted
by NIEL PETER S. BAGAYGAY, DAREN AUDIE T. CLEMENTE, ROVEN GRANT Q.
ELARDO, ABELARDO M. PULGA, and JUDELL S. VALDEZ in partial fulfillment of the
requirements for the degree BACHELOR OF SCIENCE IN RAILWAY ENGINEERING
AND MANAGEMENT has been examined and recommended for Oral Examination.

ENGR. RAMIR M. CRUZ

Adviser

APPROVAL
Approved by the Panel on Oral Examination on February 28, 2019 with the grade of
_____.

ENGR. ISRAEL A. RADIAGANDING

Chair

ENGR. ANNA CELINA DUBAN ENGR. RYAN MAYNARD A. MAZO

Member Member

ENGR. SHEENA MARIE C. BOLA

Chair

Accepted in partial fulfillment of the requirements for BACHELOR OF SCIENCE IN

RAILWAY ENGINEERING AND MANAGEMENT.

DR. REMEDIOS G. ADO

Dean
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 ACKNOWLEDGEMENT

It is our pleasure to acknowledge the roles of several individuals who were

instrumental for completing this study.

First, we would like to express our deep and sincere gratitude to our professor
Engr. Ramir M. Cruz for giving us the opportunity to conduct this study and providing us
invaluable guidance to this thesis.

To our thesis evaluators, Engr. Israel A. Radiaganding, Engr. Francis Christopher

Lo and Engr. Ryan Maynard Mazo for their long patience and their insights regarding our
questions and revisions.

We would like to thank the good management of Philippine National Railways for
providing us the documents that we need in finishing this study.We would also like to
express our sincere appreciation to our friends for supporting, motivating and
encouraging us to pursue this research within the limited time .

To our parents, we are thankful for their never ending love,prayers, caring,
understanding, and support, for giving us our need financially and morally to finish this
study.

And most as of all, praise and thanks to GOD, the creator and the guardian, to
whom we owe our very existence. For giving as his Son JESUS to save us from sins.
For giving us the courage and wisdom, for his showers of blessings throughout finishing
this study.

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 CERTIFICATION OF ORIGINALITY

This is to certify that the research work presented in this thesis, Customer
Satisfaction on the Service Quality of Metro North Commuter Service of Philippine
National Railways for the degree Bachelor of Science in Railway Engineering and
Management at the Polytechnic University of the Philippines embodies the result of
original and scholarly work carried out by the undersigned. This thesis does not contain
words and ideas taken from published sources or written words that have been accepted
as basis for the award of a degree from any higher education institution, except where
proper referencing and acknowledgement were made.

NIEL PETER S. BAGAYGAY

Researcher
February 28, 2019

v
 CERTIFICATION OF ORIGINALITY

This is to certify that the research work presented in this thesis, Customer
Satisfaction on the Service Quality of Metro North Commuter Service of Philippine
National Railways for the degree Bachelor of Science in Railway Engineering and
Management at the Polytechnic University of the Philippines embodies the result of
original and scholarly work carried out by the undersigned. This thesis does not contain
words and ideas taken from published sources or written words that have been accepted
as basis for the award of a degree from any higher education institution, except where
proper referencing and acknowledgement were made.

DAREN AUDIE T. CLEMENTE

Researcher
February 28, 2019

vi
 CERTIFICATION OF ORIGINALITY

This is to certify that the research work presented in this thesis, Customer
Satisfaction on the Service Quality of Metro North Commuter Service of Philippine
National Railways for the degree Bachelor of Science in Railway Engineering and
Management at the Polytechnic University of the Philippines embodies the result of
original and scholarly work carried out by the undersigned. This thesis does not contain
words and ideas taken from published sources or written words that have been accepted
as basis for the award of a degree from any higher education institution, except where
proper referencing and acknowledgement were made.

ROVEN GRANT Q. ELARDO

Researcher
February 28, 2019

vii
 CERTIFICATION OF ORIGINALITY

This is to certify that the research work presented in this thesis, Customer
Satisfaction on the Service Quality of Metro North Commuter Service of Philippine
National Railways for the degree Bachelor of Science in Railway Engineering and
Management at the Polytechnic University of the Philippines embodies the result of
original and scholarly work carried out by the undersigned. This thesis does not contain
words and ideas taken from published sources or written words that have been accepted
as basis for the award of a degree from any higher education institution, except where
proper referencing and acknowledgement were made.

ABELARDO M. PULGA
Researcher
February 28, 2019

viii
 CERTIFICATION OF ORIGINALITY

This is to certify that the research work presented in this thesis, Customer
Satisfaction on the Service Quality of Metro North Commuter Service of Philippine
National Railways for the degree Bachelor of Science in Railway Engineering and
Management at the Polytechnic University of the Philippines embodies the result of
original and scholarly work carried out by the undersigned. This thesis does not contain
words and ideas taken from published sources or written words that have been accepted
as basis for the award of a degree from any higher education institution, except where
proper referencing and acknowledgement were made.
.

JUDELL S. VALDEZ
Researcher
February 28, 2019

ix
 ABSTRACT

Title : Customer Satisfaction on the Service Quality of Metro

North Commuter Service of Philippine National Railways
Researchers : Niel Peter S. Bagaygay
Daren Audie T. Clemente
Roven Grant Q. Elardo
Abelardo M. Pulga
Judell S. Valdez
Degree : Bachelor of Science in Railway Engineering and
Management
Institution : Polytechnic University of the Philippines
Year : 2019
Adviser : Engr. Ramir M. Cruz

The main objective of this study entitled “Customer Satisfaction on the Service
Quality of Metro North Commuter of the Philippine National Railways” is to determine the
pulse of the riding public particularly on Metro North Commuter. This research will help
to identify which aspects the railway service lack in terms of Timeliness, Safety &
Security, Ticketing, and Train Facilities: Accessibility and Comfort and Information &
Customer Service.
We the researchers have identified the satisfaction rating of all service aspects
and are willing to share to the locale of the study of the said company the outcome to
help improve the rail service of the Metro North Commuter.

Keywords : Metro North Commuter, PNR, Customer Satisfaction

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TABLE OF CONTENTS Page
Copyright i
Title Page ii
Certification and Approval iii
Acknowledgements iv
Certification of Originality v
Abstract x
Table of Contents xi
List of Table xiii
List of Figures xv

Chapter 1 : The Problem and Its Setting

Introduction 1
Theoretical Framework 3
Conceptual Framework 5
Statement of the Problem 7
Scope and Limitation 8
Significance of the Study 9
Definition of Terms 10

Chapter 2: Review of Literature and Studies

Foreign Literature 13
Local Literature 16
Foreign Studies 18
Local Studies 29
Synthesis of the Related Literature and Studies 32

Chapter 3 : Methodology
Research Method 33
Population, Sample Size and Sampling Technique 33
Calculation of Sample for the respondents 34
Research Instrument 38
Data Gathering Procedure 40
Research Flow 41
Statistical Treatment of Data 42

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Chapter 4 : Presentation, Analysis and Interpretation of Data
Profile of the Respondents 44
Customer Satisfaction on the Service Quality of Metro North
Commuter of the Philippine National Railways 48

Chapter 5 : Summary of Findings, Conclusions, and Recommendations

Findings 66
Conclusion 68
Recommendations 69

Bibliography 74

APPENDICES
1. Request letter for ridership from August 2018 to January 2019 76
2. Request letter for conducting a survey 77
3. Questionnaire 78
4. Ridership of August 2018 to January 2019 79
5. Results of Customer Satisfaction 81
6. Results for Profile of the Respondents 82
7. Documentation 83
8. Certification of Statistician 84
9. Curriculum Vitae (Niel Peter S. Bagaygay) 85
10. Curriculum Vitae (Daren Audie T. Clemente) 86
11. Curriculum Vitae (Roven Grant Q. Elardo) 87
12. Curriculum Vitae (Abelardo M. Pulga) 88
13. Curriculum Vitae (Judell S. Valdez) 89

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 List of Table

Number Title Page

1 Passengers for the months of August 2018 to January 2019 34

2 Number of Respondents per Station 37

3 Level of Satisfaction Likert Scale 39

4 Frequency and Percent Distribution of the Respondents- 44

Passengers in terms of Age

5 Frequency and Percent Distribution of the Respondents- 45

Passengers in terms of Gender

6 Frequency and Percent Distribution of the Respondents- 45

Passengers in terms of Occupational status

7 Frequency and Percent Distribution of the Respondents- 46

Passengers in terms of Frequency of Use

8 Frequency and Percent Distribution of the Respondents- 47

Passengers in terms of Trip Purpose

9 Customer Satisfaction on the Service Quality of Metro North 48

Commuter of the Philippine National Railways as viewed by the
Respondents in terms of Timeliness

10 Customer Satisfaction on the Service Quality of Metro North 49

Commuter of the Philippine National Railways as viewed by the
Respondents in terms of Safety &Security

11 Customer Satisfaction on the Service Quality of Metro North 50

Commuter of the Philippine National Railways as viewed by the
Respondents in terms of Train and Facilities: Accessibility and
Comfort

12 Customer Satisfaction on the Service Quality of Metro North 51

Commuter of the Philippine National Railways as viewed by the
Respondents in terms of Ticketing

13 Customer Satisfaction on the Service Quality of Metro North 52

Commuter of the Philippine National Railways as viewed by the

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 Respondents in terms of Information and Customer Service

14 Customer Satisfaction on Governor Pascual Station 53

15 Customer Satisfaction on Sangandaan Station 54

16 Customer Satisfaction on Assistio Station 55

17 Customer Satisfaction on C3/5th Avenue Station 56

18 Customer Satisfaction on Solis Station 57

19 Customer Satisfaction on Blumentritt Station 58

20 Customer Satisfaction on España Station 59

21 Customer Satisfaction on Sta. Mesa Station 60

22 Customer Satisfaction on Paco Station 61

23 Customer Satisfaction on Dela Rosa Station 62

24 Customer Satisfaction on Dela Rosa Station 63

25 Customer Satisfaction on FTI Station 64

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 List of Figures

Number Title Page

1 Expectation Confirmation Model 4

2 Input-Process-Output 5

3 Research Flow 41

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