Customer satisfaction of Maynilad Water Services as affected by the customer attitude and behavior of residents of Baranggay Panapaan V

Abstract

With the continuous advancement of technology, customer relation management adapt to the use of different mediums and methods. Maynilad Water Services Inc. makes use of these mediums, decreasing the personal interaction between the company employees and the customers due to the fact that the company employs a call center to mediate customer’s concerns. Using the SERVQUAL method and the Theory of Situational Publics as guidelines, a survey was administered to a total of 226 residents in Andrea Village II, located in Barangay Panapaan V, to determine whether the relationship between customer satisfaction and customer attitude and behavior is significant. Results of the survey show that the correlation between the customer satisfaction and customer is statistically insignificant. It is concluded that attitude and behavior of customers have little effect to customer overall satisfaction.