Dandreb O. Batica, Roldan G. Guarino*, Niko C. Gumba, Jose A. Daguinod III, Rodolfo B. Morada, Jr., Leonard Anthony B. Gillo (Authors)
Abstract
This study investigates the relationship between demographic profiles and customer satisfaction among active consumers of the Eastern Samar Electric Cooperative (ESAMELCO) in the city of Borongan in the province of Eastern Samar, Philippines. Utilizing a descriptive research design, data was collected through a survey questionnaire from 390 respondents, employing systematic random sampling. Analysis revealed that the majority of respondents were aged 29-39, predominantly female, with occupations ranging from housewives to private employees. While monthly family income data were not available, educational attainment indicated a significant proportion with college and high school levels. The level of customer satisfaction was assessed across various service dimensions, with ESAMELCO receiving favorable ratings, particularly in reconnection timing, power quality, and meter installation. Statistical analysis using Pearson product correlation indicated a significant relationship between demographic profiles and customer satisfaction. Notably, older respondents showed lower satisfaction levels, while gender, occupation, and educational attainment correlated positively with satisfaction. Recommendations includes considering the demographic profile of their customers in order for them to effectively satisfy their customers in providing services and ESAMELCO management should maintain or if possible, should exert an extra ordinary effort so that those satisfied customers will be eliminated and converted to customers who are very satisfied.
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Keywords: Eastern Samar, Electric Cooperative, Customer Satisfaction
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