Professional Documents
Culture Documents
CHAPTER I
Introduction
One of the most important things business owners must do is create stability. And one of
the other most important things business owners must do is be prepared to change. It is no wonder
that many business leaders find themselves caught in a conundrum. If stability is most important,
then how can they be prepared for change? And how can an ever-changing business be stable?
stability – positive cash flow – is not the only measure of stability. In fact, if the other important
aspects of business stability are not present, then positive cash flow will not be either. Business
stability is achieved when a business owner or operator has established superior management of
According to Eli Goldratt, the creator of Theory of Constraints, teaches that there is no
such thing as unlimited capacity. People know this, but still they try to run our businesses as if
world there is always one change that needs to be made that is more important than all the others.
It is your primary ‘bottleneck,’ and if one can find it and eliminate it, one will drop more money
This study was conducted by the researchers to guarantee that, in business filed, people
are adapting to a changing world and changing market, while restoring stability after each effort.
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Theoretical Framework
CUSTOMERS’ DEMAND
CUSTOMERS’
LEVEL OF CUSTOMERS’ CONVENIENCE
SATISFACTION
PROBLEMS ENCOUNTERED BY THE
CUSTOMERS
BUSINESS
STABILITY
EMPLOYEES’ CONVENIENCE
EMPLOYEES’
REASONABLE SALARY
LEVEL OF
SATISFACTION LEADERSHIP OF THE MANAGEMENT
INCENTIVES OR REWARDS
For the past years, business stability has been misunderstood. The most common
PROBLEMS ENCOUNTERED BY THE
measurement of stability – positive cash flow – is not the only measure of stability. In fact, if the
EMPLOYEES
other important aspects of business stability are not present, then positive cash flow won’t be
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either. Business stability is achieved when a business owner or operator has established superior
According to the National Business Research Institute Studies have shown that there is a
direct link between satisfied employees and happy customers, so it makes good business sense to
invest in discovering what your employees need to stay loyal and satisfied. This creates an
environment of positive, helpful people ready to bend over backwards for the customer. The use
of employee engagement surveys along with customer satisfaction surveys gives a great overall
picture of a company’s strengths and weaknesses and provides a blue print for developing a
Conceptual Framework
This study intended to determine whether the exposure and usage to first-person shooter
games could affect the visual-spatial perception of Seventh Grade students of La Immaculada
Concepcion School. The conceptual framework illustrates this in the figure that follows:
INDEPENDENT DEPENDENT
VARIABLE VARIABLE
The researchers considered the exposure of Seventh Grade students to first-person shooter
video games as the independent variable of the study. The lack or presence of exposure to FPS
games might affect the performance on the test to be given. This made the performance on the
This study was undertaken to figure out the factors to be considered in determining
Customers' and Employees' Level Satisfaction using Ado's Panciteria and Romy & Marita's
Pancit Malabon as the medium of the study. Specifically this study will seek answers to the
Problem No. 1: What is the demographic profile of the respondents with respect to:
1.1 Age
1.2 Sex
1.3Occupation
Problem No. 4: What are the problems encountered by the customers in:
Problem No. 5: What are the problems encountered by the employees of:
Problem No. 6: Is there a significant difference between the respondents' profile and their level
of Satisfaction on products and service in Ado's Panciteria and Romy & Marita's Pancit Malabon?
Hypothesis
There is no significant difference between the respondents' profile and their level of
satisfaction on products bought and service received in Ado's Panciteria and Romy & Marita's
Pancit Malabon.
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questionnaire for seventy-five Ado's & Romy's Panciteria Customers regardless of the Age, Sex
and Occupation, also for the other section of the research study, another form of questionnaire
were distributed on ten of the store (Ado's & Romy's Panciteria) employees regardless of the age
and sex.
This study will impart knowledge for the aspiring business owners to be well grounded in
establishing and planning in starting up small business or entities. Factors that will be taken from
the results will allow them to have a better decision making and full understanding of what is
At the stage of continuously learning and still trying to figure out certain things,
this study is important for students in order for them to have glimpse in the reality of the business
field. This study will help them gain, and at the same time, motivate them on what they’ll decide
This study will help the future researchers in having guidelines, of what could the
contents may be, and help them improve the study of their own. And as time goes by, they may
also consider using different small stores as their medium of study, and could conduct a
Definition of Terms
variables.
Panciteria- refers to a firm that mainly promotes “pancit”, a Filipino cuisine as their
main product
SWOT Analysis- is a structured planning method that evaluates those four elements of
Theoretical Framework- consists of concepts and, together with their definitions and
reference to relevant scholarly literature, existing theory that is used for your particular
study.
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CHAPTER II
LOCAL LITERATURE
According to Costa, business experience was a factor in the success of small firms.
Another study by Costa, indicated that strategic planning contributes to long-running success for
businesses. Other factors for success include quality, customer focus, innovative marketing
practices, flexibility and employee empowerment (Cruz L). The study of Santos and Reyes
leadership and time management. Other tools were good financial management and pricing
strategies, motivational strategies for employees, and ensuring only those employees with ability
Based on the study of Lopez and Delfin the researchers stated that "Success in business is
defined in terms of rate of return on sales, and age or longevity of the firm" (p. 42). Cuba, Felipe,
and Antonio and Luz and Lito also found that sales, profit, and longevity were important to
success. Bagdad and Sotto noted that high quality services or production was the key to success
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for firms and was directly related to effective management and planning, which relied upon
The study of Tanyag based from the book, "There is no generally accepted list of
variables distinguishing business success from failure ..."(p.10). The two most commonly stated
variables, however, that seem to make the difference are capital and management experience.
Based on the study of Aquino, he found that management experience may be a significant
factor in achieving success or successful performance in the small business environment. It stated
that "would-be business owners should be concerned to gain related industry, management, and
start-up experience... regardless of the type of industry in which they plan to operate" (p.86).
It was also noted, however, that while experience was a significant factor, it could vary
by industry in importance. This would support Cochran, who suggested that research for specific
industries in specific regions might prove more useful than national studies. This study was
referring to research regarding failures of small businesses; however, this may apply to successes
also.
to work, and ability to deal with customers and employees). Also discussed were the planning
Based on the study of Corpuz and Cruz, the researchers indicated that key success
factors were innovation, creativity, and managerial competence, which are characteristics found
in owners/entrepreneurs. Agno and Bello (1988) found that success factors are a part of an
Delgado, Dela Cruz, and Lopez looked at demographic factors, such as age, gender, and
race, and found that older, non minority; male entrepreneurs with four or more years of college
were usually associated with successful firms. A study by Batas and Noble confirmed that the age
The older the firm, the more likely it was to remain in business, and the larger the firm,
the more likely it was to be successful. Burgos and Fernando also pointed out that statistics have
shown that the longer a small business has been in operation, the better the chance that it will stay
in business. Success breeds success. Montes stated that small business owners must be able to
define the required strategies to find success as they continue to change within their
organizations. Castro explored the impact that planning has on the survival or success of firms.
was uncertainty, munificence, and industry maturity. He also investigated two founding
conditions, knowledge and capital. Findings included a negative relationship between uncertainty
and the survival of new businesses. Munificence (abundance of demand) was positively related to
survival, while industry maturity had mixed effects on the degree of planning and survival. Pre-
existing founder knowledge was found to be positively related to survival, while capital reduced
According to Batas conducted a study of survival rates among franchise and independent
small firms, and found that for the period 1984- 1987, the survival rate was much higher for
independent firms, as opposed to franchise businesses. The study also stated that while existing
studies identifying traits leading to long-term success of small businesses are not incorrect, small
firms should not enter markets that are saturated; which would lead to the assumption that a
In 1990, Batas indicated that a firm's likelihood for success was increased if owners were
educated, and if an adequate resource investment was made at start-up. In a study by Lopez and
Calma, it was noted that successful firms used better professional advisors than did unsuccessful
ones, and it made a significant difference if their parents owned a business. However, the authors
were unable to find a reliable set of variables to firmly distinguish success from failure. Variables
used in the study included capital, recordkeeping and financial control, industry experience,
age, partners, parents, minority owners, and marketing. Various other studies have used one or
LOCAL STUDIES
The improving economy was one factor in the high level of satisfaction, since employers
have been more willing and able to boost salaries, benefits and perks for their workers.
Additionally, as the labor market stabilized, job seekers took advantage of new opportunities for
According to Viktor Cabuenas (2015) Filipino employees are starting to become less
satisfied with their jobs. They longer they stay in a company and higher they move up the
Yoda Buyco (2014) stated that fresh graduates posted the highest satisfaction rating (79
percent), followed by junior executives (70 percent) and supervisors (66 percent) by the result of
jobstreet survey.
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Phillip Gioca (2017) exclaimed that As time more and more Filipinos are looking for
career development.they want to improve to their chosen fields, but lack of career development
and training opportunities in their current companies seem to hold them back. The survey
findings of jobstreet survey (2015) noted that, those who were less than a year into their jobs
registered the highest satisfaction rating (75 percent), followed by those with a tenure of between
one and three years (72 percent), and between three and five years (65 percent). Those with more
than 5 years into their jobs posted the lowest satisfaction rate at 62 percent.
The survey findings of jobstreet survey (2015) noted that, those who were less than a year
into their jobs registered the highest satisfaction rating (75 percent), followed by those with a
tenure of between one and three years (72 percent), and between three and five years (65
percent). Those with more than 5 years into their jobs, posted the lowest satisfaction rate at 62
percent.
Based on the study of Magpantay (2014) listening to the customers must became
everyone’s business with some competitors moving faster, the race will go to those who listen
For the employees satisfaction the managers and the company business itself should
determine subordinates needs by observing their actions and that manages can predict
FOREIGN LITERATURE
According to Lu, H., Barriball, et al. (2012) “that the pleasurable emotional state
resulting from the appraisal of one’s job as achieving or facilitating the achievement of one’s job
values.”, and “the extent to which people like (satisfaction or dislike) Dissatisfaction their jobs”.
Judge and Church (2000) pointed out the job satisfaction was the most widely researched
job attitude and among the most extensively researched subjects in industrial/ organizational
psychology.
Jex (2002) exclaimed tend to evaluate their work experiences based on feelings of
satisfaction or dissatisfaction regarding their job, as well as the organization in which they work.
Based on the study of Festinger (1954) social comparison theory, Jex (2002) explains that
during social information processing, employees look to co-workers to make sense of and
develop attitudes about their work environment. In other words, if employees find their co-
workers positive and satisfied, then they will most like be satisfied; however, if their co-workers
are negative and dissatisfied then the employee will most likely become dissatisfied. New
hires may become “tainted during the socialization process if placed around employees who are
dissatisfied.
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Weiss and Shaw (2009) conducted a study that required subjects to view a training video
where assembly-line workers either made positive or negative comments regarding their jobs.
The subjects who viewed the video were then given the opportunity to perform the job. The study
found that the subjects who were shown the positive video enjoyed performing the job tasks more
Linda Rey (2008) stated that the employees like their co-workers and find commonalities
among their peers and supervisors, they tend to be more satisfied at work.
Psychology. when employees connect with co-workers and develop personal relationship they
usually are happier at work. Overall job satisfaction also correlates with how well employees get
along with their direct supervisors. Hiring managers and small business owners should look for
employees with similar backgrounds and taste as their current staff, and hire those who’ll easily
FOREIGN STUDIES
In 2015, 71% of small business owners of companies with fewer than 100 employees
said new technologies would offer a bigger return on investment than new employees.
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In 2015, 65% of small business owners of companies with fewer than 100 employees
only one started business. 75% of business travellers charge their devices in the public restroom,
Only 53% of small businesses use social media. 25% of small business do more than half
their work on the go with mobile devices and tablets. Consumers are 43% more likely to read
email newsletters that include links to video. 55% of people have stopped shopping or using the
services of at least one company due to poor customer service in the past year. Four times as
many consumers would rather watch a video about a product than read about it. Nearly one third
of consumers would rather clean a toilet than talk to customer service. Only 25% of small
64% of business owners pan to shift ownership within the next 10 years. Meanwhile,
19% of small businesses increase their jobs in the past 12 months. 11% percent reported a
decrease. Without a management experience, 63% of millennials, 49% of generation X, and 46%
of baby boomers started business. In 2014, 50% of all small businesses have been a victim of a
cyber attack. The average amount stolen was $19,948. 41% of tech companies look external
sources for innovative sources innovative ideas then 34% only look internally.
These materials gave emphasis to the employee and customer satisfaction. How
researchers and psychologist defined this level of satisfaction; what was the importance of these
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reasons? Why customer satisfaction was important to know about? Why those customers were
unhappy?, how many of them were satisfied and not?, Did companies give their employee the
right to show how skilled they are?, and Were they aware that their some employees were not
satisfied?. There is significant relationship between the problems encountered by those employees
That customer’s satisfaction gives an important role to the companies to ensure that those
products that they release or offered to the customers met the expectation of a customer. As a
result, customer satisfaction plays an important role within a business. Not only is it the leading
indicator to measure customer loyalty, identify unhappy customers, reduce movements and
increase revenue; it is also a key point of differentiation that helps one to attract new customers in
competitive business environment. Satisfaction plays a significant role on how much revenue a
Different surveys would say that some Filipino employees were not satisfied on what job
they have. They demand for more in terms of their contribution in the company and opportunities
that can help them. There are some things that any employee desires aside from the salary and
benefits from the company, their role in the job like their purpose, how the company gives them
to show how skilled they are, the learning and career growth and relationship with colleagues and
superior.
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CHAPTER III
METHODOLOGY
Research Method
The type of research method applied in this research was cross-sectional study. In cross-
sectional studies, there is the observation of a defined population at a single point in time or time
interval. Exposure and outcome are determined simultaneously. This study design suited the
research because it is cheap and easy to administer. Given the limited resources and time, the
researchers would be able to produce a credible outcome adapting this study design.
opposed to random sampling. The sampling requires that representative individuals are chosen
out of a specific subgroup. Quota sampling is a non-probability sample technique wherein the
assembled sample has the same proportions of individuals as the entire population with respect
and characteristics three or focus phenomenon. In addition to this, the researcher must make sure
that the composition of the final sample to be used in the study needs the research’s quota criteria.
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The first step in non-probability quota sampling is to divide the population into exclusive
subgroups.
The subgroup characteristics or variables of the study, the researcher divides the entire
population into class level, intersected with gender and socioeconomic status, then the researcher
takes note of the proportions of these subgroups in the entire population and then samples of each
subgroup accordingly. The researchers choose quota samples because it allows the researchers to
sample a subgroup that is a great interest to the study. Quota sampling also allows the researchers
RESEARCH INSTRUMENT
A survey questionnaire was used as the main tool in data gathering. The questionnaire
was designed by the researchers. It is divided into two main sections: the profile of the respondent
and the survey questionnaire proper. The profile contains socio-demographic characteristics of
Through the use of the questionnaire, data were gathered from the 75 customers (each)
upon the two stores as well as 10 employees per store. A survey questionnaires were distributed
In the analysis of the data collected, the following statistical techniques and procedures
were used. This method determines the distribution of the subject according to the frequency of
1. Weighted Mean
(∑𝑓𝑤)
𝑥̅ =
𝑁
∑ = Summation
2. Percentage
Questionnaires were tallied and computations were facilitated through the use of the table
𝑛
P =( )x100
𝑁
Where: P= percentage
n= Number of respondents
100 = Constant
The items were verbally interpreted using a 5-point Likert Scale method as the criterion that
served as the basis for interpretation of data. The weighted mean values and verbal interpretation
are:
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Likert Scale
Numerical Scale Range Verbal Interpretation
5 4.50-5.00 Very Satisfied
4 3.50-4.49 Satisfied
3 2.50-3.49 Partly Satisfied
2 1.50-2.49 Unsatisfied
1 1.00-1.49 Very Unsatisfied
1. Chi -Square
A chi square is a method in statistics that calculates the difference from observed and
expected data values. The total number of each row and column were multiplied to the total
number to product you gather from multiplying the number of respondents and number of your
statements. And after that you will also compute for the observed and expected data value:
X2 = ∑ (O-E)2
E
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