CHAPTER I

PROBLEM AND ITS BACKGROUND

Background of the Study

DORELCO a one of the electric cooperative of Leyte who handle the electric distribution
in some town like Tanauan, Abuyog, Burauen, Mayorga, Dagami and Tolosa where in the main
office is placed.
This study entitled “A Survey on the Level of Satisfaction on the Electric Bill Payment
System of DORELCO Tanauan Branch.” It deals to the consumer’s satisfaction in terms of
Electric Bill Payment services given by DORELCO Tanauan Branch. The first purpose of this
research is for the improve services of DORELCO Tanauan Branch. The second purpose of this
research is to know if the electric bill payers or the consumers is in good condition and situation
especially those senior citizens and pregnant.
The problem all about through our study. There is one of the branch paying electric bills
that placed in Brgy. San Roque Tanauan, Leyte and that is DORELCO Tanauan Branch. The
DORELCO Tanauan Branch has a lot of problems that is given to the electric bill payers. One of
the problem in DORELCO Tanauan Branch is the space, lack of facilities, cut off time or open
time, and also how they manage the bill payers for a good flow paying system. This some kind of
problems may lead to the bill payers tiredness or even their time management.
In conducting this research study is a useful for people who are involved in paying electric
bill ad who are using electricity. This research is needed to all of people who are paying electric
bill because as a consumer, we have our responsibilities to pay our electric bills. It is also very
useful to Don Orestes Romualdez Electric Cooperative Incorporation in conducting this study for
the good reflection of consumers to their company.

Statement of Problem
Specifically, this study is conducted to investigate the electric bill payment system to the
selected 5 barangay of Tanauan, Leyte.
This study aims to answer the following questions;
1. What is the profile of the respondents that is selected 5 barangays in Tanauan, Leyte
 1.1 Gender
1.2 Age
1.3 Address
1.4 Monthly Income
1.5 Occupation
2. What are the problems encountered by the electric bill payers in terms of DORELCO
Tanauan Branch Services?
3. How satisfied are the respondents with the electric bill payment system?
4. What are the recommendation are offered by the respondents to further improve the electric
bill payment system and services provided by DORELCO Tanauan Branch?

Significance of the Study

The useful and relevant information required from the study will eventually help for the
following purposes:
1. To the researchers: Researchers may find the useful value and idea of conducting related
topic and to what should they have to add in this study.
2. To the respondents: For them to be aware and realize all of the instruction of the
DORELCO Tanauan Branch for paying electric bills and to follow their rules and
regulation or even processes and do their responsibilities as electric bill payers in terms of
bill payment system and services.
3. To the DORELCO and other Electric Cooperatives: The finish output of this research will
serve as an awareness and bases for the continuous improvement on how they treat and
give services to their electric bill payers or their consumers.

Scope and Delimitation of the Study

The study will only focus in answering the problem such as a.) age, gender, address,
monthly income, occupation, and average monthly electric bill. b.) What are the problems
encountered by the electric bill payers in terms of DORELCO Tanauan Branch Services. c.) How
satisfied are the respondents with the electric bill payment system. d.) What are the
recommendation are offered by the respondents to further improve the electric bill payment by the
respondents to further improve the electric bill payment system and services provided by
DORELCO Tanauan Branch. The researchers, however, limits its study to the five (5) barangays
in Tanauan, Leyte namely; Sto Niño, San Roque, Canramos, Licod, and Buntay for the reason that
these barangays are located near the town proper.

Theoretical Framework

According to Berry and Zeithan, providing efficient training, restrict for qualification to
promotion significant to have a good services quality.

Conceptual Framework

The research of this study presents the conceptual framework in a more concrete form
through a schematic diagram as shown in the figure 1. The conceptual framework of the study
entitled by (ELECTRIC BILL PAYMENT SYSTEM) of the selected (DORELCO TANAUAN
BRANCH) (5) five barangays of Tanauan, Leyte and the employees of DORELCO Tanauan
Branch directs the research of focus on the concept from where it is to be conducted including the
profile of the respondents.
*That the payment system in DORELCO needs to be improved, what benefits do the
respondents get in terms of paying electric bill and lastly what could be the recommendation can
be made base on the findings of the study.

TANAUAN SCHOOL OF CRAFTSMANSHIP AND HOME INDUSTRIES

ELECTRIC BILL PAYMENT SYSTEM

What kind of What do gets

problem that the What are the from the
PROFILE OF
DORELCO solution of the DORELCO
THE
Tanauan Branch DORELCO Tanauan Branch
RESPONDENTS
that needs to Tanauan Branch in terms of paying
improve bill

RECOMMENDATIONS of Paying Electric Bill System in

DORELCO need to be improved.
Definition of Terms

Researchers – The selected E.I.M. student of grade 12 Senior High School Department
who conspire work the research paper Entitle: A Survey on the Level of Satisfaction on
the Electric Bill Payment System; A BASES FOR AN IMPROVED ELECTRIC BILL
PAYMENT SERVICES.

Respondents – who answers and the key for need information that needs to be gather.

DORELCO – Don Orestes Romualdez Electric Cooperative, the owner of DORELCO

Tanauan Branch which need to improved through our study.

TANAUAN – The Municipality wherein five (5) barangay namely San Roque, Licod, Sto.
Niño, Buntay, and Canramos is located.

CHAPTER II

REVIEW OF RELATED LITERATURE AND RELATED STUDIES

The chapter is composed of related literature and studies reviewed and gathered from
various sources that provide the researchers valuable information and insight necessary to the
current study.

Related Literature

Do you wonder electricity is the result from magnetism? Do you wonder electricity
become the important commodities in modern societies? That leas us further innovation. That
one day a simple life and the industrialize society emerge. They are thousand people learned to
harness energy more efficiently carries to open technological world. A key to understand that
technology is the result of high energy consumption. Through the help of early sage, we stand to
own foot to gather that will support creativity.
It take long time to find that this energy surround is become the driver of human history.
Energy that is center in economic wealth. And a game changer to survive. And energy that create
vast network that link empire, join continent and cross ocean, for faster life and utilizer world more
efficiently and completely. In present day, electricity is in high demand in colonized the whole of
humanity. Advancing in transportation, communication and other significances application,
include prolonging human life. We harness energy so times than before. That brings to every
electric provider to provide more capacity that can sustain the needs of the societies. But the
expected happen occur and other countless existing problems that affects on service performance.

CHAPTER III

METHODOLOGY

This chapter outlines the various activities and process in conducting the research. It covers
the research design, the sample, the instruments, data collection procedure, and plan for data
analysis.

Research Design

The current study used the mixed-method research design. A structure survey
questionnaire was developed to gather the needed data. The questionnaire was administered
personally by researchers to the respondents in order to get feedback and information that may
help the interpretation of findings.

The Sample

The survey was conducted in some barangays in Tanauan, Leyte like San Roque and Sto.
Niño. The respondents are the households that paying electric bill. The number of respondents is
approximately 600 individuals.
The Instrument

A structured survey questionnaire was design as research instrument. To get elicit to the
problem identified in the survey process, the questionnaire was composed of two main parts. The
first part covers the profiles of the respondents in terms of gender, age, address, monthly income,
occupation and monthly electric bill. The second part covers on the services receive by the
respondents from DORELCO, satisfaction, and the problems encountered by the respondents with
the electrical services provided by the DORELCO; as well as the recommendations offered by the
respondents for an improved electric bill payment services of Don Orestes Romualdez Electric
Cooperative.

Data Collection Procedure

The procedure made by the researchers firstly was made a letter for the barangay captain
to have permission in conducting the survey. Secondly, the researchers team is spread out to have
a fast flow of conducting the research. And lastly, the researchers ask a permission to respondents
for a survey.

Plan for Data Analysis

The data gathered were analyzed utilizing descriptive statistic through frequency
distribution, simple percentages and ranking with using margin of error of (0.05%). The
researchers expressed their interpretation of the data by using percentage with the formula as
follows: