Frontliners are people who work on the front lines of a business operation, primarily in customer service roles. They are the first to interact with the customers and are expected to represent the face of the business. However, some fronliners are not behaving the way they are expected to behave. This study determined the customer satisfaction of the frontliners of the student finance, records and admission office, cashier, and student services office of one university and compared the satisfaction rating about the services that is provided by frontliners in the university according to their gender, age, and department. Likert-type survey questionnaires were administered to 100 students who were selected using convenience sampling. The customer satisfaction survey consisted of 20 descriptive questions using the scale strongly agree (4), agree (3), disagree (2), and strongly disagree (1). The respondents were given survey questionnaires right after they were served by frontliners of the various departments of the university. Results from the descriptive statistics revealed that the student customers were generally satisfied with the services of the frontliners of the various departments in the university. The comparison of the satisfaction by gender, age, and year in college is not significant (p > .05). Equally important in this study are the qualitative results which revealed positive and negative comments on the way the frontliners handled queries and inquiries. Areas that need improvement were identified by the respondents. Similar studies on customer service satisfaction of fronliners be conducted regularly including other service department in the university. Seminar be conducted to improve and/or maintain customer satisfaction.
{"title":"Customer Service Satisfaction of Frontliners in a University in Cavite","authors":"Marta B. Macalalad","doi":"10.35974/isc.v6i1.1379","DOIUrl":"https://doi.org/10.35974/isc.v6i1.1379","url":null,"abstract":"Frontliners are people who work on the front lines of a business operation, primarily in customer service roles. They are the first to interact with the customers and are expected to represent the face of the business. However, some fronliners are not behaving the way they are expected to behave. This study determined the customer satisfaction of the frontliners of the student finance, records and admission office, cashier, and student services office of one university and compared the satisfaction rating about the services that is provided by frontliners in the university according to their gender, age, and department. Likert-type survey questionnaires were administered to 100 students who were selected using convenience sampling. The customer satisfaction survey consisted of 20 descriptive questions using the scale strongly agree (4), agree (3), disagree (2), and strongly disagree (1). The respondents were given survey questionnaires right after they were served by frontliners of the various departments of the university. Results from the descriptive statistics revealed that the student customers were generally satisfied with the services of the frontliners of the various departments in the university. The comparison of the satisfaction by gender, age, and year in college is not significant (p > .05). Equally important in this study are the qualitative results which revealed positive and negative comments on the way the frontliners handled queries and inquiries. Areas that need improvement were identified by the respondents. Similar studies on customer service satisfaction of fronliners be conducted regularly including other service department in the university. Seminar be conducted to improve and/or maintain customer satisfaction.","PeriodicalId":7363,"journal":{"name":"Abstract Proceedings International Scholars Conference","volume":"111 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2018-10-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"89526140","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Audrey Ysabelle S. Berbano, Ally Shawnae I. Ordanozo, Isabelle Rae O. Lalatag, A. G. Bingcang, A. Obon
Studies on the implications brought about socioeconomic and breastfeeding practices is not sufficiently explored in the Philippines. The aim of the study is to explore the breastfeeding experiences among Filipino women with high socioeconomic status, as well as their needs in order to initiate and continue breastfeeding. The study utilized qualitative research methods. Six respondents participated in the study and were selected using snowball sampling. A semi-structured interview was done to obtain relevant information about the study. Colaizzi’s method was used to analyze the collected data. The emergent themes developed as follows: (1) perceptions of mothers about breastfeeding, (2) breastfeeding experience of mothers, and (3) needs of the mothers in order to breastfeed successfully. All mothers found breastfeeding to be difficult, most thought that it is best for infants and mothers. All mothers planned to breastfed antenatally and had to balance employment and breastfeeding. Most of them received support from their families, others from breastfeeding support groups, and workplaces. All mothers highlighted the importance of breastfeeding education for mothers, families, and health workers. They all found that determination and family support are significant for mothers to accomplish her desired breastfeeding goals. The researchers recommended that future studies should look into the specific knowledge deficiency of mothers, particularly those of high socioeconomic status regarding breastfeeding; development an extensive breastfeeding education program for health care professionals, pregnant and breastfeeding women, and family members.
{"title":"Breastfeeding Experience of Women of High Socioeconomic Status: A Phenomenological Study","authors":"Audrey Ysabelle S. Berbano, Ally Shawnae I. Ordanozo, Isabelle Rae O. Lalatag, A. G. Bingcang, A. Obon","doi":"10.35974/ISC.V6I1.1380","DOIUrl":"https://doi.org/10.35974/ISC.V6I1.1380","url":null,"abstract":"Studies on the implications brought about socioeconomic and breastfeeding practices is not sufficiently explored in the Philippines. The aim of the study is to explore the breastfeeding experiences among Filipino women with high socioeconomic status, as well as their needs in order to initiate and continue breastfeeding. The study utilized qualitative research methods. Six respondents participated in the study and were selected using snowball sampling. A semi-structured interview was done to obtain relevant information about the study. Colaizzi’s method was used to analyze the collected data. The emergent themes developed as follows: (1) perceptions of mothers about breastfeeding, (2) breastfeeding experience of mothers, and (3) needs of the mothers in order to breastfeed successfully. All mothers found breastfeeding to be difficult, most thought that it is best for infants and mothers. All mothers planned to breastfed antenatally and had to balance employment and breastfeeding. Most of them received support from their families, others from breastfeeding support groups, and workplaces. All mothers highlighted the importance of breastfeeding education for mothers, families, and health workers. They all found that determination and family support are significant for mothers to accomplish her desired breastfeeding goals. The researchers recommended that future studies should look into the specific knowledge deficiency of mothers, particularly those of high socioeconomic status regarding breastfeeding; development an extensive breastfeeding education program for health care professionals, pregnant and breastfeeding women, and family members.","PeriodicalId":7363,"journal":{"name":"Abstract Proceedings International Scholars Conference","volume":"13 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2018-10-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"90440672","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Cresencia L Carpizo, Mylene S. Gumarao, Raquel P. Capiendo
The study aimed to determine the relationship of the family structure and emotional intelligence of the students staying in the dormitories of the AUP during the 2nd semester of CY 2009 – 2010. The respondent’s profile such as age, gender, Birth order and Parents’ educational attainment were also considered in the study as moderator variables. The study employed a descriptive-correlational research design. Data from 226 respondents were analyzed using descriptive and inferential statistics. The study found out that the level of the emotional intelligence is average in general management, interpersonal, intrapersonal and adaptability but above average in general mood. The level of emotional intelligence as a whole is average. There is no significant difference in the emotional intelligence of the respondents when the family structure and profile such as age, gender and parents educational attainments is considered. However, there is a significant difference in the emotional intelligence of the respondents when birth order was considered.No variables among the profiles best predict emotional intelligence. Family structure such as living together and widow widower are predictors of intrapersonal.
{"title":"FAMILY STRUCTURE AND EMOTIONAL INTELLIGENCE OF DORMITORIANS","authors":"Cresencia L Carpizo, Mylene S. Gumarao, Raquel P. Capiendo","doi":"10.35974/ISC.V4I1.1761","DOIUrl":"https://doi.org/10.35974/ISC.V4I1.1761","url":null,"abstract":"The study aimed to determine the relationship of the family structure and emotional intelligence of the students staying in the dormitories of the AUP during the 2nd semester of CY 2009 – 2010. The respondent’s profile such as age, gender, Birth order and Parents’ educational attainment were also considered in the study as moderator variables. The study employed a descriptive-correlational research design. Data from 226 respondents were analyzed using descriptive and inferential statistics. The study found out that the level of the emotional intelligence is average in general management, interpersonal, intrapersonal and adaptability but above average in general mood. The level of emotional intelligence as a whole is average. There is no significant difference in the emotional intelligence of the respondents when the family structure and profile such as age, gender and parents educational attainments is considered. However, there is a significant difference in the emotional intelligence of the respondents when birth order was considered.No variables among the profiles best predict emotional intelligence. Family structure such as living together and widow widower are predictors of intrapersonal.","PeriodicalId":7363,"journal":{"name":"Abstract Proceedings International Scholars Conference","volume":"2 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2016-10-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"85962876","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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