The Correlation Between Quality of Customer Service and the Perception of the Public Transport Industry in Metro Manila

Abstract

Providing an indispensable service to millions of Filipinos daily, the public transport system of Metro Manila faces numerous challenges. One of the most prominent is its customer service, or supposed lack thereof. This study looks at the customer service approach used and quality of customer service provided by the land and rail sectors of the industry in correlation with its perception by the public. Following a descriptive approach, the study used quantitative collected with a survey instrument to identify if correlation does exist. The results show that the industry follows a primarily traditional approach to customer service, and that perception of the industry itself as well as the customer service it provides are poor. Furthermore, it was established that there is low correlation between the industry’s customer service and the public’s perception of it. This study sheds light on the quality of customer service currently provided by the industry, and reinforces the importance of improving it. Further research may apply this study’s framework on the public transport systems of other countries or other areas in the Philippines to identify if the same correlation is present there.