Sustaining a

Quality and Reliable

Bus Company

Jhon Detriot Danila

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 Table of Contents
Chapter I: Introduction

1.1 Background of the Study

1.2 Research Problem(s)

1.3 Research Objectives

1.4 Significance of the Study

1.5 Scope and Limitations of the Study

Chapter II: Review of Related Literature

2.1 Previous Researches

2.2 Theoretical Framework

2.3 Operational Framework

Chapter III: Research Methodology

3.1 Research Design

3.2 Research Variables

1.2.1 Operational Definitions

1.2.2 Variables to be Tested

3.3 Population, Sample, and Sample Selection

1.3.1 Population
1.3.2 Sample
1.3.3 Sample Selection

3.4 Levels of Measurement and Scaling Techniques

3.5 Data Source and Collection

3.6 Research Instrument(s)

3.7 Methods of Data Analysis

3.7.1 Validity and Reliability Analysis

3.7.2 Qualitative Analysis

References

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 Chapter 1
Introduction
Background of the study

In today’s time using bus as mode of transportation has become popular not only in
Provinces but also in Metro Manila. Bus transportation is one of the sector services available in
the Philippines. It becomes one of the main transportation for all specially for some people that
have not enough money to take a cab, employees that have a fair income, and students. The
population in metro manila continues to increase that’s why the demand of bus services also
increases. Somewhat the traffic in metro manila also increases but there are still commuters
who do not mind it. In some provinces they use bus as their mode of transportation instead of
Jeepney due to its safeties and it can accommodate more than sixty (60) people in one ride
compare to the twenty 2(0) people that Jeepneys can accommodate.

Using bus as a mode of transportation leads the passengers to its different travel
destinations especially when you are travelling from one province to another. (Ok, 2018)
Besides of its conveniences it also cost a little amount of money than taking planes and ships.
Bus companies create different promos and marketing strategy to catch the costumer’s
attention. In this way costumers are enjoying the treatment they get when riding a bus. There is
also other company that offers its Point-to-point service. This kind of service is very beneficial to
employees especially to student that lives outside metro manila because it takes only shorter
time reaching your destination.

This study is expected to know on how Bus Company meets its costumer’s demands and
expectation. According to (Ben, 2017) it is important to meet the costumers demand and
satisfaction because it can help you to know on how you measure your company’s performance
and to be able know the improvement you need to do.

This study aims to evaluate the study on the passengers of Victory Liner Inc. that examines
and explore the passenger’s satisfaction, expectations and demands. The study focuses on
students and employees that commute using Victory Liner as their mode of transportation upon
travelling to Manila and different provinces.

Research Problem

The research wants to know the passengers demand and satisfaction towards Victory Liner
services and operations and be able to identify its advantage to other bus company.

Research Objective

The objective of this research is to:

 To identify the advantage and disadvantages of Victory Liner buses and services to other
bus companies.
 To know on how Victory Liner Inc. sustains its loyal customers even though there are
other bus companies that offers the same marketing strategies they have.
 To determine the Victory Liner Inc. services that meets the passenger’s demands and
satisfaction.

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Significance of the Study

This study will be beneficial to the following:

Bus Company- This study will be beneficial to the bus company for them to know how they will
sustain its operation and what strategies they will conduct to be able to maintain its loyal
passengers.

Costumers- It will broaden their thinking towards VLI Inc. and be able to know its difference
towards other bus company that made them one of the best bus companies in the Philippines.

Researchers- This study is considered important to the researchers because it gives them
knowledge and information about a certain topic and able to know the difference between riding
a bus and having your own car when travelling. Also the researchers will able to know the
advantages and disadvantages of commuting in province and in the city.

Scope and Limitations of the study

The study focuses on students and employees that commutes using Victory Liner as their
mode of transportation upon travelling to Manila and different provinces. The research wants to
know the passengers demand and satisfaction towards Victory Liner P2P (Point to point)
operation services and be able to identify its advantage to other bus company. The respondents
are limited only for students and employees that commute using Victory Liner as their mode of
transportation upon travelling.

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 Chapter 2
Review of Related Literature
2.1 Previous Researches

Author Year Title Keywords

Sam Martino 2017 How bus companies promote
their Tour Packages
Diem-Trinh Le-Klahn, C. 2015 Tourist use of public Public transport
Michael Hall transportation at destinations- management; urban
a review tourism; rural tourism;
destination
management;
marketing strategy;
sustainable mobility
Oscar Lagman 2008 The Philippine Tourism Tourism; strategy;
Industry: Adjustments and national attractions
Upgrading
Les M. Lumbson 2006 Factors affecting the design of Transportation; design;
tourism bus services service; bus networks
Paul Downward, Les 2004 Tourism Transport and Visitor Transport visitor;
Lumbson Spending: A study in the North tourism; time spent;
York Moors National Park, UK transportation
Zakiah Ponrahono, 2016 Sustaining Existing and Transport planning;
Syahriah Bachok, Mariana Prospective Passengers of Public transport;
Mohamed Osman, Mansor Urban Public Buses: The Case passenger’s aspiration;
Ibrahim Study of Rapid Kuantan, user perception
Pahang, Malaysia

2.2 Theoretical Framework

Reliability

Service
Price
Quality

Customers
Satisfaction

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 Figure 1

The above figure demonstrates the relationship between customer satisfaction and service
quality. The creator exhibited a circumstance that service quality is an engaged assessment that
mirrors the customer’s perception of reliability, assurance, responsiveness, empathy and
tangibility and substantial quality while satisfaction is more comprehensive and it is affected by
view of service quality, item quality, and cost, likewise situational components and individual
variables (Alan et al., 2012)

2.3 Operational Framework

INDEPENDENT VARIABLE
Dimension Element
Service Quality Refers to the features of the Victory Liner
infernos:
1. Time schedule- they provide trips on
regular and on-time schedules of
arrivals and departure.
2. Comfortability- the passengers are
assured of the travel comfort provided
by Aircon, Wi-Fi, TV, Electric charger,
Clean comfort room, Tourist guide.
Reliability Refers to the assurance of passengers of the
safe trip. This pertains to the safety and
security measures intended before, during and
after its voyage. Victory Liner produces a
regular repairs and maintaining of the buses
as well as the insurance coverage of the
passengers.
Price Price refers to the competitiveness of the
transportation fare as regulated by the LTFRB.
This gives covers:
1. Senior Citizen Discounts
2. Promotional Discounts

DEPENDENT VARIABLE
Dimension Element
Customer Satisfaction

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 Chapter III
Research Methodology
3.1 Research Design

The researcher used common type of design which is survey. Survey research is conducted
using surveys that were sent to the survey respondents. The data’s that were collected from
surveys is then statistically analyzed and reviewed to draw a meaningful research conclusion.
The study used a quantitative research method to know the satisfaction of respondents towards
the quality and being reliable of Victory Liner Bus Company to its passengers. The research
method used in the study is the descriptive method. Descriptive design where in events are
analyzed the satisfaction of passengers according to other study and compared the satisfaction
in our study.

3.2 Research Variables

3.2.1 Operational Definition(s)

3.2.2 Variables to be tested

The variables to be tested were the market sample which prefers Victory Liner buses as their
mode of transportation over other bus company and other public vehicle.

3.3 Population, Sample, and Sample Selection

3.3.1 Population
The target population for this research defined to include the passengers from the Province
that travels using Victory Liner as their mode of transportation.
3.3.2 Sample
The sample of the population of this study stood at 100 commuters that goes and travel from
the province to Manila.
3.3.3 Sample selection
The target populations were focus on the passengers who commutes going to school, work and
even travel using Victory Liner Inc. as their mode of transportation.

3.4 Levels of Measurement and Scaling

The intended level of measurement is nominal. It will also know what the feedbacks would be of
the passenger that uses Victory Liner as their primary transportation. This will also measure the
respondent’s insights towards the bus company.

3.5 Data Source and Collection

The data that would be collected would provide ideas and knowledge to the respondents
towards a better and reliable bus company. The data and information that were collected were
gathered from other studies, journals, articles, and other valid sources. The data’s from the
survey is gathered through the passengers that commutes and travelled going to Manila using
Bus as their transportation.

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3.6 Research Instrument(s)

Informed Consent- It contains the agreement between the participants and researchers. This
was the consent for the participant’s rights’ that were intended to be kept.

Survey Questionnaire- Researcher used the self-made survey using a type of English
questionnaire with three provided questions. The three questions deals with the satisfaction of
respondents towards the promotion of Victory Liner Tourist Inc. tourist coaches.

3.7 Methods of Data Analysis

3.7.1 Validity and Reliability Analysis

The researcher will use descriptive analysis in gathering data’s and information. The information
that will be gathered will be a contribution to the Victory Liner strategic plans and able to have a
clear knowledge towards its passengers insights. The data’s will be beneficial on both the
passengers and the bus company itself.

3.7.2 Qualitative Analysis

The data's and information that will be gathered would build a better understanding towards the
perception of an individual in using Victory Liner as their primary mode of transportation.

3.7.3 Quantitative Analysis