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All Journal International Journal of Business Studies Logistic and Operation Management Research People and Behavior Analysis (PBA)
Ma. Elena C. Estebal
Technological Institute of the Philippines
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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Antecedents To Customer Satisfaction: The Case of Supermarket Shoppers Ma. Elena C. Estebal
International Journal of Business Studies Vol 2 No 2 (2018): International Journal of Business Studies (IJBS)
Publisher : Sekolah Tinggi Manajemen IPMI

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (146.794 KB) | DOI: 10.32924/ijbs.v2i2.56

Abstract

This study aimed to determine the level of satisfaction of the supermarket customers using the service quality (SERVQUAL) framework. It utilized a researcher-made questionnaire patterned from the original SERVQUAL questionnaire that was rephrased to it the context of the focus of this study. The questionnaire is divided into 2 parts: the first part dealt with the demographic profile of the respondents and the second part dealt with level of respondents’ agreement on the constructs of SERVQUAL which are generalized into five categories, tangibility, reliability, responsiveness, assurance and empathy. The dimensions of SERVQUAL are considered to be the determining factors for customer satisfaction. Based on the results obtained, it is evident that gap exist between expectations and actual service perception on the service quality of the supermarkets. The highest expectations were identified on reliability and empathy constructs while the lowest expectations were identified on responsiveness,assurance and tangibility constructs. For perception however, the highest were for tangibility and responsiveness construct while the lowest were identified in empathy, assurance and reliability constructs.
Organizational Commitment and Employee Performance during the COVID-19 Pandemic: Evidence from a BPO Company Ma. Elena C. Estebal; Joemy Lopez; Alan Dean
People and Behavior Analysis Vol. 2 No. 1 (2024): March Volume
Publisher : Research Synergy Foundation

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31098/pba.v2i1.2105

Abstract

The pandemic necessitated remote workplace setup, and as employees’ homes doubled as their workplaces, it became difficult to distinguish between the two. With this reality came the challenge of enhancing employee performance and organizational commitment. This study investigated the correlation between organizational commitment and employee performance during the COVID-19 pandemic. This study involved 158 employees of a BPO (Business Process Outsourcing) company situated in Quezon City, Philippines. Non-parametric statistical testing such as Mann–Whitney U and Kruskal-Wallis tests were employed to examine the significant differences in the respondent's ratings when their demographic profiles were considered. Spearman’s rank correlation was used to measure the strength of the relationship between the constructs of organizational commitment and dimensions of employee performance. Results of the study revealed a high positive relationship between continuance commitment and employee performance. Furthermore, this study also explored organizational commitment along four demographic variables, resulting in the detection of significant differences in the perception of continuance commitment on account of gender, age, civil status, and length of service. A significant difference was also detected in affective commitment considering the length of service. Single, married, and widowed respondents also differed in their opinions on normative commitment. While research on organizational commitment exist, few studies have explored the role of demographic factors in shaping employee responses to pandemics. This study demonstrates value by examining the influence of demographic variables on organizational commitment and employee performance during the pandemic, adopting an intersectional perspective, and offering practical implications for organizational management, theoretical advancement, and future research directions.
Project Scheduling of the Garment Business Using CPM-Crashing based on the POM-QM Application for Windows Ma. Elena C. Estebal; Dassy Jane Benogsudan
Logistic and Operation Management Research (LOMR) Vol. 3 No. 1 (2024): Logistic and Operation Management Research (LOMR)
Publisher : Research Synergy Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31098/lomr.v3i1.2087

Abstract

Taytay Rizal is known as the “Garment Capital of the Philippines” and is very popular among bargain-hunting shoppers. The garment industry is one of the major contributors to the municipalities’ economic growth. The emergence of fast fashion trends made the garment business in the municipality very lucrative. The industry, however, is highly competitive necessitating efficient management of planning of costs, schedules, and resources. The Critical Path Method (CPM) is an operations research technique that is useful for managers in managing projects and creating accurate project schedules. It is very useful in making optimal decisions in scheduling and determining critical activities to ensure the project’s earliest finish. This research aims to determine the project duration, costs, and critical path for a garment business startup using the POM-QM application for Windows. Descriptive research method was used where data was collected through literature reviews, direct observation, and interviews of garment shop owners and garment sub-contractors. Based on the results of the study, it can be concluded that the use of critical path method is necessary to complete the garment business project on time. The entire project will require 96 days of completion in normal time and a 15.67 percent increase in the garment business project costs was observed to shorten the project duration to 52 days. This study is limited to the garment shop owners and garment sub-contractors in Taytay Rizal and is further limited to garment business projects for ladies’ blouses and dresses.
Assessing the Status and Challenges of Sole Proprietor Garment Businesses: Insights for Operational Enhancement Ma. Elena C. Estebal; Merlina B. Natividad
Logistic and Operation Management Research (LOMR) Vol. 3 No. 2 (2024): Logistic and Operation Management Research (LOMR)
Publisher : Research Synergy Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31098/lomr.v3i2.2801

Abstract

A sole proprietorship is without a doubt, the simplest form of business organization. Garment business on the other hand is considered as one of the most popular ventures among women entrepreneurs in the Philippines. This study aimed to determine the status, issues and concerns of sole garment business in Taguig City to serve as basis for a proposal towards enhanced operations. It also attempted to determine the issues and concerns encountered in women entrepreneurs and their employees in the course of running the business. The descriptive method of research was used and it involved twelve (12) proprietors and fifty (50) employees as respondents. The data were analyzed and interpreted using the frequency, percentage, weighted mean and t-test. Results revealed that the respondents strongly agree on objective of the sole garment business, personnel, capital investments, operations requirements, wages and benefits, and supply of raw materials as vital factors for enhanced operations of sole garment business. The null hypothesis that there is no significant difference between the perceptions of the proprietors and employees on the status of sole garment business was accepted when it came to personnel, capital investments, operations requirements and wages and benefits. However, such null hypothesis was rejected when it came to objectives, raw materials supply, and equipment. As to issues and concerns encountered in sole garment business, the need for technologically advanced equipment came first, management style was ranked second, keeping up with fast fashion trend came in third while supply of raw materials was ranked fourth and inadequacy of business capitals came in the fifth rank.
Co-Authors Alan Dean Dassy Jane Benogsudan Joemy Lopez Merlina B. Natividad