Correlation of public information on Meralco services and customer satisfaction

Abstract

Meralco as the country's largest power Distribution Company is the local face of electricity. Despite the efforts of Meralco in responding to the concerns of the consumers, the public still does not understand what really causes problems such as rate hikes and power interruptions and resorts to blaming Meralco. The company has tried to change its image as a monolith by projecting a softer, kinder, and more customer-centric facade, but inevitable rate increases easily erase all positive perception towards the company. The purpose of this study is to know the correlation of Public Information on Meralco services and Customer Satisfaction. The customers' change of behavior serves as their feedback which in effect, will improve the customer satisfaction rate of the company. The method used in this study is quantitative data gathering with correlation analysis using Spearman's Rho Correlation Coefficient and Goodman-Kruskal Wallis Test. The researcher used Survey questionnaires to collect the needed data. Whereas, the sample used are the 109 household heads of Brgy. Alicia, Quezon City. The researcher developed a questionnaire to know the demographics of the sample while three portions of the survey questionnaire include a 4-point Likert Scale to determine their awareness on the Public Information strategies of Meralco. After analyzing the data, the relation between Public Information on Meralco services and Customer Satisfaction scored a p-value of 0.037, which implies that there is a positive correlation (correlation coefficient G=0.32). Higher ranks on Public Information on Meralco services as a way of improving the company reputation is associated with more satisfied consumer. This is an implication that highly satisfied customers perceive the company with a better reputation. Other significant factors such as Age, Meralco Advisory's clarification on bills and Monthly expenditures on electricity apparently affect customer satisfaction.