Custome service strategies of university of Rizal system Binangonan internet center Joshua Aaron A. Acuña, Manuel B. Bueza, Edgar Angelo C. Madrid, Hubert V. Sotto

Thesis BSBA-MM University of Rizal System, Binangonan 2017

includes bibliographical references

The study primarily aimed to determine the Customer Service Strategies of University of Rizal System Binangonan Internet Center. The questionnaire checklist was used in gathering the data needed for the study. This study used the descriptive method of research wherein it involves description, recording, analysis and interpretation of data. The researchers focused only in the respondents profile and their perception on the Customer Service Strategies of University of Rizal System Binangonan Internet Center. The total number of respondents were obtained and divided accordingly to type of college. During the first semester of School Year 2016-2017 there were 3,382 enrolled students. The present study used only 340 or 10 percent of the entire population. This was subdivided according to strata. For the College of Business with 192 students/respondents, College of Accountancy with 52 students/respondents and College of Computer Studies with 96 students/respondents with a total of 340 students/respondents. The study was conducted in University of Rizal System Binangonan. The respondents were students who have availed of the internet services in URSB. The researchers used stratified random sampling, a method of sampling that involves the division of a population into smaller groups known as strata. In stratified random sampling, the strata are formed based on members' shared attributes or characteristics. With respect to the respondents in terms of age, sex, college, Year level, civil status, number of hours spent per session and frequency of visit per week. The researchers summarized the following findings based on the presentation, analysis and interpretation made. In terms of the profile of the respondents, majority of the respondents were aged 18-19 Years old, mostly female and single. Majority of the respondents were 3rd Year, College of Business students. Their hours spent per session were at a frequent of 1 hour and below and visited the establishment at a rate of once per week. Based on the perception of the respondents on the three customer service strategies, Analytical Customer relationship management's result was verbally interpreted as "Good", Operative Customer relationship management's result was verbally interpreted as "Good", and Collaborative Customer relationship management's result was verbally interpreted as "Good" with an overall Grand Weighted Mean of "Good". The study showed that there are no significant differences on the perception of the respondents profile on the Customer Service Strategies of University of Rizal System Binangonan Internet Center in terms of Age, Sex, Civil Status, College, Year Level, Hour Spent per Session and Frequency of Visit per Week with respect to their profile. The researchers also concluded that there is no significant difference on the perception of the respondents profile on the Customer Service Strategies of University of Rizal System Binangonan Internet Center in terms of Analytical Customer Relationship Management, Operative Customer Relationship Management, and Collaborative Customer Relationship Management. Data gathered implied that there was no significant difference on the respondents' perception the Customer Service Strategies of the University of Rizal System Binangonan Internet Center in terms of Age, Sex, Civil Status, College and Year level with regards to analytical, operative and collaborative customer relationship management, hence the null hypothesis was accepted. However there was a significant difference in terms of Hours Spent per Session and Frequency of Visit per Week on the respondents' perception thus, the researchers rejected the null hypothesis.