BIBLIOGRAPHY


ASIONG, CRISTABEL B. APRIL 2011. Awareness and Customer Satisfaction of
the Compulsory Covered Self-employed of Pag-IBIG Fund Baguio Branch. Benguet
State University, Open University, La Trinidad, Benguet, Philippines.

Adviser: Raymundo H. Pawid, Jr., MAPsy.


ABSTRACT

The study focused on the awareness and customer satisfaction of the
compulsory covered self-employed of Pag-IBIG Fund Baguio Branch. It aimed to gauge
the level of awareness and customer satisfaction of the self-employed in terms of
programs and employees.

There were 159 self-employed respondents randomly selected from Baguio,
Benguet and Mt. Province, the areas of jurisdiction of Pag-IBIG Fund Baguio Branch.
Structured questionnaire supplemented by random interview were used to gather clients
story.
The study showed that most self-employed were either poorly or fairly aware of
the mandates and programs of Pag-IBIG Fund. Its housing loan program garnered the
highest awareness having a weighted mean of 3.67 described as fairly aware. On the
other hand they were poorly aware of Pag-IBIG contributions being their savings.

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Data showed that the behavior of self-employed is positive (sometimes agree) in
terms of promoting, recommending and re-availing the services and programs the Fund
offered. It is evident that there is a part of satisfaction in terms of affection and emotion
from the self-employed that can build up loyalty to Pag-IBIG Fund. Data also showed
that there is a balanced partition of those who think the fund should mandatorily and not
mandatorily cover self-employed.
In order to cover self-employed clients, the study recommends that Pag-IBIG
Fund Baguio Branch should appoint col ecting agents for the different municipalities of
its area of coverage. The Fund should also maintain, if not improve, the existing
customer service they provide.
Further, Pag-IBIG Fund should expand, cooperate and make way to cater to the
needs of the self-employed.

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INTRODUCTION

Background of the Study
In the Philippines, Government Agencies are spending mil ions for
its marketing departments especial y in research and development unit in
order to promote their services and programs. Even then, people hesitate
to register, give opinions and inquiries to the said agencies because of its
poor public service and people’s lack of awareness of the purpose or
mandates of the agency.
The SEC. 1. Art. XI of the Philippine Constitution states that “Public
office is a public trust. Public officials and employees must at al times be
accountable to the people and must serve them with utmost responsibility,
integrity, loyalty and efficiency, act with patriotism and justice, and lead
modest lives.”
This research aims to check if customer satisfaction would help in
marketing these agencies and find out if an existing client could be a tool
in information dissemination. Further, it would assess how aware the self-
employed clients of the foundation why Philippine agencies, particularly
Pag-IBIG Fund, were created.
The Home Development Mutual Fund (HDMF), more popularly
known as the Pag-IBIG Fund, was an answer to the need for a national
Awareness and Customer Satisfaction of the Compulsory Covered Self-employed of Pag-
IBIG Fund Baguio Branch. Benguet State University, Open University, La Trinidad, Benguet,
Philippines/ ASIONG, CRISTABEL B. APRIL 2011

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savings program and an affordable shelter financing for the Filipino
worker. The mandates of the fund are Housing and Savings. Its vision is to
be a premiere and global y competitive provident financial institution and
its mission is to uplift the quality of life of members. Pag-IBIG is an
acronym that stands for Pagtutulungan sa Kinabukasan: Ikaw, Bangko,
Industriya at Gobyerno. Pag-IBIG Fund continues to harness these four
sectors of the society to work together towards providing fund members
with adequate housing through an effective savings scheme. (Downloaded
from www.pagibigfund.gov.ph, November 18, 2010)
Pag-IBIG fund is helping its members in providing their shelter but
aside from the housing program, Pag-IBIG contribution also becomes the
member’s savings. Pag-IBIG Fund is functioning just like cooperative.
People normal y cal it as “national cooperative”. The fund col ects the
savings of members and invests it through housing loan and multi-purpose
loan programs. The fund then adds al the income and declares dividends
at average of five to six percent per annum and at a certain point of time,
the member would withdraw al his contributions including the dividends.
One reason why the agency was created is to help Filipino workers
save for their future. Filipino workers would benefit from this since their
employer is sharing 2% of their salary or 100 pesos whichever is lower as
their counterpart. Having saving is impossible for some regular Filipino
Awareness and Customer Satisfaction of the Compulsory Covered Self-employed of Pag-
IBIG Fund Baguio Branch. Benguet State University, Open University, La Trinidad, Benguet,
Philippines/ ASIONG, CRISTABEL B. APRIL 2011

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workers since their income is not enough to pay for their daily expenses.
The Pag-IBIG Fund concept is to save part of that income. After 20 years
the member would withdraw from his savings.
Republic Act 9679, the new Pag-IBIG Fund Law of 2009, became
effective January 2010. It covers al members mandatorily covered by
SSS including the self-employed. The marketing team of the fund is trying
their best to promote the agency to the self-employed but often, they are
rejected at first because of initial notion of potential clients that the fund is
just for housing loan. Further, Pag-IBIG Fund is financing only titled lots
since it is the only ful proof of lot ownership. People seldom see titled lots
in the Cordil era and so possible members hesitate to register to the fund
because of the assumption that it wil not benefit them.
It is a chal enge to the marketing and enforcement team of the fund
to disseminate information to these self-employed individuals that apart
from housing, Pag-IBIG Fund contributions also serve as savings and the
rate is higher compared with interest in regular banks.
The customer satisfaction in government organizations is less
direct than for many private-owned businesses. Dissatisfied customers in
business mean decreasing sales and new competition. In business,
customer problems wil affect the bottom line in a few months, but in
government, the impact of dissatisfaction can take years. Citizen
Awareness and Customer Satisfaction of the Compulsory Covered Self-employed of Pag-
IBIG Fund Baguio Branch. Benguet State University, Open University, La Trinidad, Benguet,
Philippines/ ASIONG, CRISTABEL B. APRIL 2011

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complaints, if unknown or ignored, can result in the failure of efforts and a
depletion of support and validity of al government (Downloaded from
http://www.utexas.edu/research/cswr/survey/site/customer/creatingExcel e
nce.html, November 18, 2010)
SEC.2 of RA 6713 states that it is the policy of the State to promote
a high standard of ethics in public service. Public officials and employees
shal at al times be accountable to the people and shal discharge their
duties with utmost responsibility, integrity, competence and loyalty, act
with patriotism and justice, lead modest lives, and uphold public interest
over personal interest.
“Should a public servant find himself unwil ing to conform with these
set of standards, he must be reminded that he came into the government
service by his own choice. He was not coerced into it and when he
entered the service, he took an oath to embrace the principles and
observe the norms of conduct imposed by the sovereign people – the true
masters whom he must serve.” (Ramos, 2010)

Statement of the Problem


The research focused on the awareness and customer satisfaction
of the compulsory covered self-employed of Pag-IBIG Fund Baguio
Branch. This aimed to answer the fol owing questions:
Awareness and Customer Satisfaction of the Compulsory Covered Self-employed of Pag-
IBIG Fund Baguio Branch. Benguet State University, Open University, La Trinidad, Benguet,
Philippines/ ASIONG, CRISTABEL B. APRIL 2011

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1. What are the needs and wants of the compulsory covered self-
employed of Pag-IBIG Fund Baguio Branch in terms of:

a. Programs of Pag-IBIG Fund

b. Employees of Pag-IBIG Fund
2. What is the level of awareness of the compulsory covered self-
employed of Pag-IBIG Fund Baguio Branch on its programs and
mandates.
3. What is the level of customer satisfaction of the compulsory
covered self-employed of Pag-IBIG Fund Baguio Branch in terms
of:

a. Programs of Pag-IBIG Fund

b. Employees of Pag-IBIG Fund

Objectives of the Study


This research strived to come up with a customized marketing
strategy for the compulsory covered self-employed of Pag-IBIG Fund
Baguio Branch. The study aimed to meet the fol owing objectives in order
to support and direct the research to meet the desired output.
1. To identify the needs and wants of the compulsory covered self-
employed of Pag-IBIG Fund Baguio Branch in terms of:

a. Programs of Pag-IBIG Fund

b. Employees of Pag-IBIG Fund Baguio Branch
Awareness and Customer Satisfaction of the Compulsory Covered Self-employed of Pag-
IBIG Fund Baguio Branch. Benguet State University, Open University, La Trinidad, Benguet,
Philippines/ ASIONG, CRISTABEL B. APRIL 2011

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2. To determine the level of awareness of the self-employed on the
programs and mandates of Pag-IBIG Fund.
3. To determine the level of customer satisfaction of the compulsory
covered self-employed of Pag-IBIG Fund Baguio branch in terms
of:

a. Programs of Pag-IBIG Fund

b. Employees of Pag-IBIG Fund Baguio Branch

Conceptual Framework

The variables studied are clients’ feedback, programs and
mandates of PAG-IBIG FUND, the practices of employees of PAG-IBIG
FUND Baguio Branch, and the behavior of employees of PAG-IBIG Fund
Baguio branch.
Understanding the clients’ feedback showed how client behave
(customer behavior). It also showed the intention of the compulsory
covered self-employed to re-avail of the service; it evaluated the programs
of Pag-IBIG Fund and showed how the Fund affected the thinking and
emotion of the client. The information helped measure the level of
customer satisfaction of the self-employed in terms of the programs and
employees of the fund. It identified the needs and wants of the self-
employed as wel as their awareness on the rationale why PAG-IBIG Fund
is created.
Awareness and Customer Satisfaction of the Compulsory Covered Self-employed of Pag-
IBIG Fund Baguio Branch. Benguet State University, Open University, La Trinidad, Benguet,
Philippines/ ASIONG, CRISTABEL B. APRIL 2011

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Understanding the totality helped in the realization of the
importance of customer satisfaction and awareness in the promotion of
PAG-IBIG FUND to the compulsory covered self-employed.
Figure 1 shows the paradigm of the study.



Figure 1. Paradigm of the study
Awareness and Customer Satisfaction of the Compulsory Covered Self-employed of Pag-
IBIG Fund Baguio Branch. Benguet State University, Open University, La Trinidad, Benguet,
Philippines/ ASIONG, CRISTABEL B. APRIL 2011

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Definition of Terms

Guided by the context of the study, definition of terms is presented
to better understand and appreciate the reading in its right setting. Some
definitions were based from the Implementing Rules and Guidelines of
Republic Act 9679.
Awareness – Having knowledge, conscious, cognizant of the
programs and mandates of Pag-IBIG FUND.
Behavior of Employees of Pag-IBIG Fund – approach of employees
of Pag-IBIG Fund Baguio Branch in a given situation.
Cognitive Element – appraisal or conclusion of the client of Pag-
IBIG Fund if the programs and services were useful (or not useful), fit the
situation (or did not fit), exceeded the requirements of the
problem/situation (or did not exceed).
Contributions – The amount payable to the Fund by members
and/or their employers.
Customer – The self-employed clients or members of Pag-IBIG
Fund.
Customer Affection/Emotions – Emotional feeling (like or dislike) of
the clients of PAG-IBIG Fund in relation to its programs and employees.
Awareness and Customer Satisfaction of the Compulsory Covered Self-employed of Pag-
IBIG Fund Baguio Branch. Benguet State University, Open University, La Trinidad, Benguet,
Philippines/ ASIONG, CRISTABEL B. APRIL 2011

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Customer Behavior - The actions (current or future) or reactions of
the client of PAG-IBIG Fund in relation to the funds programs and
employees.
Customer Feedback – The answers of respondents on the
questionnaire floated and interviews conducted.
Customer Satisfaction – The cognitive, emotional and behavioral
experiences and responses that a client has with the service provided by
PAG-IBIG Fund.
Dividends – A corporate profit set aside, declared and ordered by
the Board of Trustees to be paid to the members proportionately
according to their respective interests which shal be credited to their total
accumulated value.
Employee – Any person who performs services for an employer in
which either or both mental and physical efforts are used and who
receives any compensation for such service Self-employed – informal
earning groups includes farmers, vendors, drivers and commission based
employees.
Mandate – Rationale or purpose
Pag-IBIG FUND – Stands for Pagtutulungan sa kinabukasan: Ikaw,
Bangko, Industriya, Gobyerno also Known as Home Development Mutual.
Awareness and Customer Satisfaction of the Compulsory Covered Self-employed of Pag-
IBIG Fund Baguio Branch. Benguet State University, Open University, La Trinidad, Benguet,
Philippines/ ASIONG, CRISTABEL B. APRIL 2011

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Perception – the process by which organisms interpret and
organize sensation to produce a meaningful experience of the world.
Interpretation of the self-employed about Pag-IBIG Fund.
Practices of Employees of Pag-IBIG Fund – The values being
observed by the employees of Pag-IBIG Fund Baguio Branch
Program - A system of services, opportunities, or projects being
offered by Pag-IBIG Fund.
Registration – Actual membership to the Fund.
Respondents – Self-employed individuals mandatory under the new
Pag-IBIG Fund Law of 2009
Self-employed – Any individual that is earning at least
Php 1, 000.00 a month that is compulsory covered under Republic Act
9679, the new Home Development Mutual Fund Law of 2009, in this study
limited to business owners, commission based employees, drivers, market
vendors and other informal income earners.







Awareness and Customer Satisfaction of the Compulsory Covered Self-employed of Pag-
IBIG Fund Baguio Branch. Benguet State University, Open University, La Trinidad, Benguet,
Philippines/ ASIONG, CRISTABEL B. APRIL 2011

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REVIEW OF LITERATURE

Customer Satisfaction Survey Results
There were astounding benefits to providing a positive customer
Service experience, an increased likelihood to buy from that company
94%. Increased likelihood to recommend that company to others 86%.
Negative experience shows that decreased likelihood to buy from the
company 64%; Creates a negative perception of the company 85% and
decreased likelihood to recommends the company 77%. Seven to ten
times more expensive to acquire new customers versus sel ing existing
customers; companies should view customer service centers as profit
centers. Given the significant impact of a positive experience, al of our
experience in improving the performance of customer service indicates
significant improvement to revenue. (Ernan, 2009)
Result from the Huffington Post research regarding people’s
experiences when cal ing Customer Service Cal Centers indicates serious
problems. Only 32 % report that their experience was positive, 47 % had a
negative experience and 21 % were neutral. (Ernan, 2009)
Survey from Forrester Research showed that America’s largest
banks are the least trusted in the country. Only 33% of the respondents
said that their banks do what is best for them. The research then suggest
Awareness and Customer Satisfaction of the Compulsory Covered Self-employed of Pag-
IBIG Fund Baguio Branch. Benguet State University, Open University, La Trinidad, Benguet,
Philippines/ ASIONG, CRISTABEL B. APRIL 2011

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that banks should survey their customers to understand how best to serve
them. (Downloaded from http://survey.cvent.com/blog/best-practices-for-
col ecting-feedback/gaining-your-bank-customers-trust, December 28,
2010)
According to the “Survey of Organizational Excel ence” by the
University of Texas at Austin- School of Social Work - success of
organization can be understood by how wel the organization handles the
regular col ection of data from the environment of the organization:
customers, suppliers, regulators, and competitors. The survey states that
for organization to succeed, they have to understand their clients.
(Downloaded
from
http://www.utexas.edu/research/cswr/survey/
cssymposium/cspaper.pdf, November 18, 2010)
John Goodman, president of the Technical Assistance Research
Programs (TARP) Institute understood that service was real y a
competitive factor, and began to view it as an integral part of their product.
The growing significance of meeting - or exceeding - customer demands
for quality service has special implications for smal businesses. It is in this
arena that smal companies can, in the least expensive way, set them
apart from the competition. 91 % of unhappy customers wil never again
buy from a company that has displeased them; they wil also voice their
dissatisfaction to at least seven other people. Smal businesses that put
Awareness and Customer Satisfaction of the Compulsory Covered Self-employed of Pag-
IBIG Fund Baguio Branch. Benguet State University, Open University, La Trinidad, Benguet,
Philippines/ ASIONG, CRISTABEL B. APRIL 2011

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heavy emphasis on customer service were more likely to survive and
succeed than competitors who emphasized such advantages as lower
prices or type of product
The research about customer complaints by TARP, a firm that
specializes in measuring customer satisfaction and loyalty, found that
keeping unhappy customers coming back depends on the customer
contacting the company and how quickly the company reacts on it.

Customers who experienced a problem with a potential loss of
under $5.00, TARP found that 37 percent of those who did not contact the
company said they would continue to buy the product, 46 percent of those
who complained but were not satisfied by the company remained loyal, 70
percent of those who complained and were satisfied remained loyal, and
95 percent of those who complained and were satisfied quickly remained
loyal.
Customers who experienced a problem with a potential financial
loss of over $100, TARP found that 9 percent of those who did not contact
the company about the problem remained loyal, 19 percent of those who
complained but were not satisfied remained loyal, and 54 % of those who
complained about the problem that were satisfied remained loyal.
Customer service institute claim that 65 % of a company’s business
comes from existing customers, and it costs five times as much to attract a
Awareness and Customer Satisfaction of the Compulsory Covered Self-employed of Pag-
IBIG Fund Baguio Branch. Benguet State University, Open University, La Trinidad, Benguet,
Philippines/ ASIONG, CRISTABEL B. APRIL 2011

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new customer than to keep an existing one satisfied. (Downloaded from
http://content.atomz.com/pb00002830/stage/phases/managing/market_pri
ce/customer_service.html, November 18, 2010)
We as customers feel ourselves much demanding from any sales
people. Therefore, you should react quickly and fluently for your
customers needs, even when your trade operations are thousands miles
ahead your office. This might effect that your clients not only might come
back, they might not only recommend your company to their friends, but
what currently might give you some milestone in competitive advantage –
they wil recommend you online by publishing positive comments in blogs,
society portals, price comparison portals – (Investzoom Market research
agency).
Paul Hawken said that responsibility to be receptive does not lie
solely with your employees, however. If you want your business to be
successful, you must listen to and talk with customers as wel . He said that
giving clients the level of service they themselves would expect to receive
would give a good relationship to customers. He also said that listening to
everyone who helps in the organization including those employees whose
everyday job is dealing with customers could serve as reservoirs of
information. (Downloaded from http://www.zananetwork.com/business-
Awareness and Customer Satisfaction of the Compulsory Covered Self-employed of Pag-
IBIG Fund Baguio Branch. Benguet State University, Open University, La Trinidad, Benguet,
Philippines/ ASIONG, CRISTABEL B. APRIL 2011

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learning/wiki/sales-customer-service/retaining-customers/index.aspx,
November 18, 2010)
The Survey of Organizational Excel ence” by the University of
Texas at Austin- School of Social Work claimed that connection between
customer satisfaction and government organizations is less direct than for
many businesses. Dissatisfied customers in business mean decreasing
sales and new competition. Dissatisfied customers in government can
express themselves through elections but that is a slower and less direct
process. In the government, the impact of dissatisfaction can take years.
Therefore, there is a need to develop more timely methods to assess
satisfaction. Citizen complaints, if unknown or ignored, can result in the
failure of efforts and a depletion of support and validity of al government.
If citizens, for example, do not feel that the public schools teach
effectively, parents wil seek to place children in private schools, lessen
participation in school board elections, and oppose bonds and taxes
necessary to support schools or if citizens feel that law enforcement is
inadequate or not honest, cooperation wil lessen and violence and crime
may increase. (Downloaded from http://www.utexas.edu/research/
cswr/survey/site/customer/creatingExcel ence.html, November 18, 2010)


Awareness and Customer Satisfaction of the Compulsory Covered Self-employed of Pag-
IBIG Fund Baguio Branch. Benguet State University, Open University, La Trinidad, Benguet,
Philippines/ ASIONG, CRISTABEL B. APRIL 2011

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Customer Satisfaction Measure

According to Scott M. Smith Ph.D satisfaction measures involves
three psychological elements for evaluation of the product or service
experience: Cognitive (thinking/evaluation), affective (emotional-
feeling/like-dislike) and behavioral (current/future actions).

The review of literature shows that customer satisfaction should be
measured in order to understand clients and in order to serve them best.















Awareness and Customer Satisfaction of the Compulsory Covered Self-employed of Pag-
IBIG Fund Baguio Branch. Benguet State University, Open University, La Trinidad, Benguet,
Philippines/ ASIONG, CRISTABEL B. APRIL 2011

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METHODOLOGY


Time and Locale of the Study


The study was conducted at Baguio City from February to March,
2011.
The Cordil era Administrative Region (CAR) of the Philippines
consists of the provinces of Abra, Benguet, Ifugao, Kalinga, Mountain
Province and Apayao. Baguio City is the regional center. The Cordil era
region encompasses most of the areas within the Cordil era Central
mountain range of Luzon, the largest range in the country. This region is
home to numerous indigenous tribes col ectively cal ed the Igorot.
The Cordil era is the Philippines' Premiere Highland Region,
adorned with breathtaking sights, cool climate, and best of al , a unique
culture and people.
The region prides itself with abundant agriculture, a rich heritage,
and most of al , a unique culture. Living amidst the rough terrain is a
people whose way of life existed even before any Spaniard step foot in the
country.
Cordil era, ("Knotted Rope"), refers to the jumbled rol s and dups of
this long-range traversing the northern part of the Luzon Island. Living
amidst the rice terraces that tower over Northern Luzon are a people
Awareness and Customer Satisfaction of the Compulsory Covered Self-employed of Pag-
IBIG Fund Baguio Branch. Benguet State University, Open University, La Trinidad, Benguet,
Philippines/ ASIONG, CRISTABEL B. APRIL 2011

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whose way of life existed long before any Spaniard or other foreigners
stepped foot on the Philippines.
Figure 2 shows the map of the Cordil era Administrative Region.
(http://www.visitmyphilippines.com/index.php?title=RegionalProfile&func=
al &pid=796&tbl=0)














Figure 2. Map of Cordil era Administrative Region

Awareness and Customer Satisfaction of the Compulsory Covered Self-employed of Pag-
IBIG Fund Baguio Branch. Benguet State University, Open University, La Trinidad, Benguet,
Philippines/ ASIONG, CRISTABEL B. APRIL 2011

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Respondents of the Study

The study targeted the self-employed as defined in this study.
Population was based on 10 % of the self-employed members of PAG-
IBIG Fund as of January 2011. Random sampling was used with the
confidence level of 95% and 7.38 margin of error. This means if 50% of
the sample population chooses that given item, the researcher is then
sure that between 42.62 % to 57.38 % of the total respondents choose the
same item if survey is done in the total population.
As of January 2011, Pag-IBIG Fund Baguio Branch has 1, 590
self-employed members including those voluntary members to be
classified as self-employed. 159 respondents were divided equal y into the
three area of jurisdiction of PAG-IBIG FUND Baguio Branch known as
Baguio, Benguet and Mt. Province. Table 1 shows the distribution of
respondents per area of coverage of Pag-IBIG Fund Baguio Branch. Table
2 shows the profile of the respondents in terms of gender, civil status,
highest educational attainment, number of years being member of Pag-
IBIG Fund and their location.




Awareness and Customer Satisfaction of the Compulsory Covered Self-employed of Pag-
IBIG Fund Baguio Branch. Benguet State University, Open University, La Trinidad, Benguet,
Philippines/ ASIONG, CRISTABEL B. APRIL 2011

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Distribution of Population per Area of Coverage
of Pag-IBIG Fund Baguio Branch

Table 1 showed that there are 53 respondents or 33.33 % of the
total population per area of jurisdiction.

Table 1. Distribution of population per area of coverage of Pag-IBIG Fund
Baguio Branch

AREA OF
TOTAL RESPONDENTS
JURISDICTION
PER AREA
PERCENTAGE
Baguio
53
33.33
Benguet
53
33.33
Mt Province
53
33.33
TOTAL
159
100.00

Profile of the Respondents
Table 2 shows the respondents of the study. Most of the
respondents were females covering 113 self-employed or 71.07 % of the
total population while there were only 46 male respondents or 28.93 % of
the population.
As per their civil status, majority were married with 89 respondents
covering 55.97 %, fol owed by single with 47 respondents, then by
separated legal y or not legal y with 18 respondents and there were 5
widower respondents.
Awareness and Customer Satisfaction of the Compulsory Covered Self-employed of Pag-
IBIG Fund Baguio Branch. Benguet State University, Open University, La Trinidad, Benguet,
Philippines/ ASIONG, CRISTABEL B. APRIL 2011

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Table 2. Profile of the respondents

PROFILE
NUMBER OF
RESPONDENT PERCENTAGE





1. Gender
Male

46
28 .93

Female
113
71.07


Total
159
100.00
2. Civil Status
Single

47
29 .56

Married
89
55.97

Widower
5
3.14

Separated
18
11.32


Total
159
100.00
3. Highest Educational Attainment
High School Undergraduate

48
30 .19

High School Graduate
56
35.22

Col ege Undergraduate
32
20.13

Col ege Graduate
19
11.95

With Masters Degree
3
1.89

Doctorate Graduate
1
0.63


Total
159
100.00
4. Number of years as member
of Pag-IBIG Fund
Not yet a member

91
57 .23

5 years and below
42
26.42

6-15 years member
15
9.43

16-25 years member
9
5.66

26 years and above
2
1.26


Total
159
100.00
Awareness and Customer Satisfaction of the Compulsory Covered Self-employed of Pag-
IBIG Fund Baguio Branch. Benguet State University, Open University, La Trinidad, Benguet,
Philippines/ ASIONG, CRISTABEL B. APRIL 2011

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Most of the self-employed respondents were high school graduates
covering 35.22 % of the population equivalent of 56 respondents. 48
respondents equivalent of 30.19% were high school undergraduates, 19
were col ege graduates, 3 with master’s degree and 1 finished a doctorate
degree.
Table 2 further shows that most of the respondents were not yet
registered with Pag-IBIG Fund despite the communication given to al
private-owned businesses notifying them about the universal coverage of
Pag-IBIG Fund effective January 2010. Unregistered self-employed
among the respondents covered 57.23 % of the total population with 91
respondents.

Research Design

This research is an exploratory-descriptive study. Questionnaires
and the random interview of the respondents constructed the clients
experience and stories, which was the main data used to study customer
behavior that helped prove the hypothesis.





Awareness and Customer Satisfaction of the Compulsory Covered Self-employed of Pag-
IBIG Fund Baguio Branch. Benguet State University, Open University, La Trinidad, Benguet,
Philippines/ ASIONG, CRISTABEL B. APRIL 2011

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Methods of Data Col ection


The study involved floating of structured questionnaires fol owed by
random interview to construct client’s experiences and stories in terms of
the programs and employees of PAG-IBIG FUND. Open ended and close-
ended questions were asked to gather the data. Complaint forms available
were also used as an instrument in data col ection.

Treatment of Data


Data gathered were sorted, tal ied, tabulated and interpreted using
content analysis and statistical analysis such as frequency count,
percentage, weighted mean and ranking. Data gathered were treated with
confidentiality and for academic purposes only. Respondents’ identities
were not disclosed due to privacy. Formula of statistical tool used is as
fol ows:
Σ i
Weighted Mean =
n


Where:

Σ i - summation of al the mean of the items

n - the sample population



Awareness and Customer Satisfaction of the Compulsory Covered Self-employed of Pag-
IBIG Fund Baguio Branch. Benguet State University, Open University, La Trinidad, Benguet,
Philippines/ ASIONG, CRISTABEL B. APRIL 2011

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RESULTS AND DISCUSSION



The Needs and Wants of the Compulsory
Covered Self-employed of Pag-IBIG Fund
Baguio Branch in Terms of the Funds
Programs and Employees



Tables 3 and 4 shows the needs and wants of compulsory covered
self-employed of Pag-IBIG Fund Baguio Branch in terms of programs and
employees.

The Needs and Wants of the Compulsory
Covered Self-employed of Pag-IBIG Fund
Baguio Branch in Terms
of the Funds Programs

In terms of programs, as shown in table 3, savings withdrawable
anytime is very important with weighted mean of 5. This need was
identified by the self-employed during the interview process. This means
that the self-employed would like to register with the Fund and save as
long as in cases of emergencies, their savings can be withdrawn anytime.
The result also showed the gap between what the Fund provides and what
the self-employed prefer. The Fund concept of savings is “Bayanihan”. To
let their money earn and in the long run members wil benefit from it. On
the other hand, the top need of compulsory covered self-employed is a
savings plan where they can withdraw when they need it.
Awareness and Customer Satisfaction of the Compulsory Covered Self-employed of Pag-
IBIG Fund Baguio Branch. Benguet State University, Open University, La Trinidad, Benguet,
Philippines/ ASIONG, CRISTABEL B. APRIL 2011

---

Table 3. The needs and wants of the compulsory covered self-employed
of Pag-IBIG Fund Baguio Branch in terms of programs the Fund
may offer
LEGEND:
ITEMS
WEIGHTED MEAN
DESCRIPTIVE
VALUE
a. Programs


a.1 Housing Loan
3.83
Important
a.2 Savings
4.26
Important
a.3 Calamity Assistance
4.89
Very Important
a.4 Health Assistance
4.97
Very Important
a.5 Death Benefits
4.99
Very Important
a.6 Multi-purpose loan
4.57
Very Important
a.7 Insurance
4.09
Important
a.8 Dividends
4.34
Important
a.9 Extension Office in
our place
4.61
Very Important
a.10 Savings
5.00
Very Important
withdrawable anytime
Weighted mean
Descriptive Value

4.50 - 5.00
Very Important
3.50 - 4.49
Important
2.50- 3.49
Moderately Important
1.50 - 2.49
Poorly Important
1.00 - 1.49
Not Important
The concept of savings of both parties is different. This implies that
it wil be difficult for the Fund to cover al self-employed that is mandatory
under RA 9679.
Awareness and Customer Satisfaction of the Compulsory Covered Self-employed of Pag-
IBIG Fund Baguio Branch. Benguet State University, Open University, La Trinidad, Benguet,
Philippines/ ASIONG, CRISTABEL B. APRIL 2011

---

“Nu maiwithdraw koma dayta nu kailanganin min, idi mayat” (it’s
good) If we can withdraw our saving anytime) one of the respondents said.
Some questioned why they would save if they cannot withdraw it in cases
of emergencies. Others also claimed that in the Philippine government,
they mandate its citizens to save yet if they do, they won’t have money to
buy food.
Table 3 further shows that the respondents also needs death
benefits, health assistance, calamity assistance and extension office in
their respective places; these needs are also very important to them with
an average mean of 4.99, 4.97, 4.89 and 4.61 respectively. Death benefit
is important to them since not al self-employed have insurances and
burial plans. “Death benefit is a great help to the bereaved family of the
member as long as requirement cost is not more than the benefit in the
amount of Php 6,000.00” one of respondents stated. The researcher
explained that the Fund is fol owing the Family Code of the Philippines in
determining the beneficiaries and to do these, they require documents to
establish the kinship of the member.
Respondents chose housing loan, as the least important, with a
weighted mean of 3.83. Interview showed that most self-employed in the
cordil era do not prioritize housing loan because according to them, they
are contented with their existing house. Interviews further explain that self-
Awareness and Customer Satisfaction of the Compulsory Covered Self-employed of Pag-
IBIG Fund Baguio Branch. Benguet State University, Open University, La Trinidad, Benguet,
Philippines/ ASIONG, CRISTABEL B. APRIL 2011

---

employed, mostly from Benguet and Mt. Province are not comfortable to
loan their house and lots since they are afraid of foreclosure. They further
said that for informal income earners, especial y the farmers, income is
seasonal and it would be a vital problem if they cannot pay their monthly
housing amortization on time. This explains why housing loan need has
the least weighted mean.
Basical y, the compulsory covered self-employed of Pag-IBIG Fund
Baguio needs a program for immediate and emergency use.
For the other needs such as health assistance, some self-employed
understood the division of departments of the government. They
understood that Philippine Health Insurance Corporation (PhilHealth) is in
charge of their health assistance. Some self-employed though stil
believed that aside from PhilHealth, the Fund should also provide health
assistance. The government separated the three agencies SSS,
PhilHealth and Pag-IBIG to cater to the needs of people. These three
agencies had a different mandates in order not to overlap the functions.










Awareness and Customer Satisfaction of the Compulsory Covered Self-employed of Pag-
IBIG Fund Baguio Branch. Benguet State University, Open University, La Trinidad, Benguet,
Philippines/ ASIONG, CRISTABEL B. APRIL 2011

---

The needs and Wants of the Compulsory
Covered Self-employed of Pag-IBIG Fund
Baguio Branch in Terms of Employees

Table 4 shows what kind of employees the compulsory covered
self-employed needs. The respondents identified that it is very important
to have an employee who makes fast processing of needed documents.
Table 4 further shows that self-employed need informative employees,
friendly employees, employees who focus on the needs of the customer
and employees that can speak in vernaculars. Al these needs are very
important to the self-employed having a weighted mean of 4.98, 4.97, 4.97
and 4.79 respectively.
“They cannot speak in Ilokano, there is queuing and I can’t see any
senior citizens lane” one respondent said. The researcher informed them
that the Fund has a senior citizens number that prioritizes them. This
means it is a great factor if employees can speak in vernaculars to be able
to better understand the concern of the self-employed and it wil also
lessen the average handling time of the client.
This implies that the fund should deploy employees having this
characteristic in order to help cover or convince the self-employed to
register to the Fund.


Awareness and Customer Satisfaction of the Compulsory Covered Self-employed of Pag-
IBIG Fund Baguio Branch. Benguet State University, Open University, La Trinidad, Benguet,
Philippines/ ASIONG, CRISTABEL B. APRIL 2011

---

Table 4. The needs and wants of the compulsory covered self-employed
of Pag-IBIG Fund Baguio Branch in terms of employees and the
rate of how important it is.

ITEMS
WEIGHTED DESCRIPTIVE
MEAN
VALUE
b. Employees of PAG-IBIG FUND


b.1 Good looking Employees
4.21
Important
b.2 Friendly (greets, smiles,
4.97
Very Important
courteous)
b.3 Employees that can speak in
4.79
Very Important
vernaculars
b.4 Informative Employees
(Explaining the funds benefit in
4.98
Very Important
simple yet understandable way)
b.5 Employees who focuses on the
profit the fund can get from the
1.43
Not Important
client
b.6 Employees who focuses on the
4.97
Very Important
needs of the customer
b.7 Employees who makes fast
4.99
Very Important
processing of needed services

LEGEND:

Weighted Mean
Descriptive Value
4.50 - 5.00

Very Important
3.50 - 4.49
Important
2.50- 3.49
Moderately Important
1.50 - 2.49
Poorly Important
1.00 - 1.49
Not Important
Awareness and Customer Satisfaction of the Compulsory Covered Self-employed of Pag-
IBIG Fund Baguio Branch. Benguet State University, Open University, La Trinidad, Benguet,
Philippines/ ASIONG, CRISTABEL B. APRIL 2011

---

Table 4 shows the need to have an extension office in their
respective places. During the interview with some self-employed, they
were ask if with the provisions of al their needs and wants wil they
register to the fund despite absence of extension office in their places, al
of the 18 interviewees answered yes. This implies that while Pag-IBIG
Fund Baguio branch cannot provide extension office to its area of
jurisdiction, Benguet and Mt. Province, an employee with these
characteristics can help in marketing the programs of Pag-IBIG Fund.
In the Cordil era areas, it is very important if an employee can
speak in the local dialects. Some compulsory covered self-employed
better understand explanations using their local dialects. Local dialects
spoken in the Cordil era areas include Ilokano, Kankana-ey, Ibaloi, and
Kalanguya. Sixty-eight respondents were asked to choose from Tagalog
and English as medium of communication. Baguio respondents prefer
Tagalog as medium of exchange while Benguet and Mt. province
respondents prefer English. Benguet and Mt. Province respondents claim
that it is hard for them to express their selves in Tagalog.
Table 4 also shows it is not important that Pag-IBIG Fund Baguio
branch employees focus on the profit the fund can get from clients. Out of
the total 159 respondents, one answered it is very important for the Fund
to have employees who focus on the profit of the Fund. The respondent
Awareness and Customer Satisfaction of the Compulsory Covered Self-employed of Pag-
IBIG Fund Baguio Branch. Benguet State University, Open University, La Trinidad, Benguet,
Philippines/ ASIONG, CRISTABEL B. APRIL 2011

---

claimed that employees who focus on the profit of the fund also mean
higher dividends to be distributed to members. This revelation and result
imply that some self-employed also see Pag-IBIG Fund as their
investment and they are taking into consideration the balance of cash
flows of Pag-IBIG Fund.

Level of Awareness of the Compulsory Covered
Self-employed of Pag-IBIG Fund Baguio Branch
on the Programs and Mandates of Pag-IBIG Fund
Pag-IBIG Fund is often mistaken as a developer, insurance and
regular tax. Table 5 show the level of awareness of the compulsory
covered self-employed on the programs and mandates of Pag-IBIG Fund.
Among the seven programs of Pag-IBIG Fund enumerated, Housing loan
got the highest weighted mean of 3.67 described as fairly aware. On the
other hand savings got the least weighted mean of 1.82 described as
poorly aware. Overal , the average weighted mean is 2.50 described as
fairly aware.

This denotes that the compulsory covered self-employed of Pag-
IBIG Fund are not ful y aware of why the fund exists and why they are
mandated by law starting January 2010.
Awareness and Customer Satisfaction of the Compulsory Covered Self-employed of Pag-
IBIG Fund Baguio Branch. Benguet State University, Open University, La Trinidad, Benguet,
Philippines/ ASIONG, CRISTABEL B. APRIL 2011

---

Table 5. Level of awareness of the compulsory covered self-employed of
Pag-IBIG Fund Baguio Branch on the programs and mandates of
Pag-IBIG FUND

ITEMS
WEIGHTED
DESCRIPTIVE

MEAN
EQUIVALENT
a. Programs and mandates of
PAG-IBIG FUND



1. Housing Loan

3.67
Fairly Aware
2. Multi-purpose Loan
3.04
Fairly Aware
3. Calamity Loan

2.05
Poorly Aware
4. Savings

1.82
Poorly Aware
5. Death Benefits

2.01
Poorly Aware
6. Higher Dividend rate than Banks
2.72
Fairly Aware
7. Return of investment with
2.18
Poorly Aware
dividends
AVERAGE WEIGHTED MEAN
2.50
Fairly Aware
LEGEND:
Weighted Mean
Descriptive Value
4.50 - 5.00
Ful y Aware
3.50 - 4.49
Moderately Aware
2.50- 3.49
Fairly Aware
1.50 - 2.49
Poorly Aware
1.00 - 1.49
Not Aware
Awareness and Customer Satisfaction of the Compulsory Covered Self-employed of Pag-
IBIG Fund Baguio Branch. Benguet State University, Open University, La Trinidad, Benguet,
Philippines/ ASIONG, CRISTABEL B. APRIL 2011

---

The twin mandates of Pag-IBIG Fund are Housing and Savings but
housing loan is more popular to the self-employed than savings. The self-
employed are poorly aware of the other programs such as Calamity Loan,
Death Benefits, and Return of Investment with a weighted mean of 2.05,
1.82, and 2.18 respectively.
Pag-IBIG Fund mandates were explained just after questionnaires
were answered. Self-employed then were asked if they were then wil ing
to register to the fund, mostly said yes but their question is where to pay.
The problem of lack of extension office would emerge again.
Self-employed membership became mandatory starting January
2010 and it is evident in this study that the self-employed were not aware
of it. If the Fund aims to expand the services being offered, they should
consider having extension offices.
Rule VII, Sec 3B of the Implementing Rules and Guidelines of
Republic Act 9679 states that nonpayment of remittances shal incur a
penalty of 3% per month of delay. The self-employed reacted about this
matter and they question the inaccessible col ecting agents.

Pag-IBIG Baguio Branch admits that there is real y a problem about
col ecting agencies and being a government institution, they are as wel
fol owing the rule of the top management. Opening a col ecting agency is
not easy because as of today, here in the Cordil era, Land Bank of the
Awareness and Customer Satisfaction of the Compulsory Covered Self-employed of Pag-
IBIG Fund Baguio Branch. Benguet State University, Open University, La Trinidad, Benguet,
Philippines/ ASIONG, CRISTABEL B. APRIL 2011

---

Philippines is the only Bank al owed to col ect payment for Pag-IBIG. Pag-
IBIG Baguio Branch tries their best to make payment accessible to al . In
January 2011, Pag-IBIG Fund Baguio Branch’s persistence and unending
justification lead to a possible roaming agent who would col ect
contributions from members per municipality per month in a scheduled
specific date.

Out of the 159 respondents, 68 were already registered to the Fund
and when they were asked why they registered, 39% said because it’s
mandatory, 17% said because a col eague referred Pag-IBIG Fund and
44% said they understood what the Fund wants for them.
Level of Customer Satisfaction of the
Compulsory Covered Self-employed
of Pag-IBIG Fund Baguio Branch.


Tables 6 to 8 show the level of customer satisfaction of the
compulsory covered self-employed of Pag-IBIG Fund Baguio Branch.
Satisfaction measures involve three psychological elements for evaluation
of the service experience. These involve cognitive (thinking/evaluation),
affective (emotional-feeling/like-dislike) and behavioral (current/future
actions) (Smith, 2007).


Awareness and Customer Satisfaction of the Compulsory Covered Self-employed of Pag-
IBIG Fund Baguio Branch. Benguet State University, Open University, La Trinidad, Benguet,
Philippines/ ASIONG, CRISTABEL B. APRIL 2011

---

Behavioral Level Customer Satisfaction of the Compulsory Covered Self-
Employed
of Pag-IBIG Fund Baguio Branch

Table 6 shows the behavioral element of the self-employed. As
shown in the table the respondents sometimes agree to al the
enumerated items with an average weighted mean of 4.06.
The self-employed sometimes agree to re-avail the service
provided by the fund, to recommend others to register to the fund, to
advice others to avail the programs of the fund and to share to others the
positive customer service they’ve received from Pag-IBIG Fund.
This implies that some of the self-employed also understand the
programs of Pag-IBIG Fund. Some already attended orientations
regarding the fund and was already briefed about the programs. Some of
the respondents never availed the programs of the Fund but wil stil
recommend it because of feedbacks from relatives and friends who
experienced transacting with the fund. Most of the respondents from Atok,
Buguias, Kapangan Benguet and Sagada Mt. Province responded
positively because prior to business renewal, Pag-IBIG Fund mandates
were explained to the people with business through the support of the
Local Government Units headed by their Municipal Mayor.

Awareness and Customer Satisfaction of the Compulsory Covered Self-employed of Pag-
IBIG Fund Baguio Branch. Benguet State University, Open University, La Trinidad, Benguet,
Philippines/ ASIONG, CRISTABEL B. APRIL 2011

---

Table 6. Behavioral Level of Customer Satisfaction of the compulsory
covered self-employed of Pag-IBIG Fund Baguio Branch


ITEMS
WEIGHTED
DESCRIPTIVE
MEAN
VALUE
I. Customer Satisfaction

a. Customer Behavior

Re-avail the service provided by
the Fund
3.96
Sometimes
Agree
Recommend others to register to
the Fund
3.84
Sometimes
Agree
Advice others to avail the
services/programs provided by Pag-IBIG
Fund
4.21
Sometimes
Agree

Share to others the positive
customer service received from
4.21
Sometimes
Pag-IBIG Fund
Agree
Average Weighted Mean
4.06
Sometimes
Agree
LEGEND:
Weighted Mean
Descriptive Value
4.50 - 5.00
Strongly Agree
3.50 - 4.49
Sometimes Agree
2.50- 3.49
Neither Disagree nor Agree
1.50 - 2.49
Sometimes Disagree
1.00 - 1.49
Strongly Disagree

Awareness and Customer Satisfaction of the Compulsory Covered Self-employed of Pag-
IBIG Fund Baguio Branch. Benguet State University, Open University, La Trinidad, Benguet,
Philippines/ ASIONG, CRISTABEL B. APRIL 2011

---

This further implies that with good communication about the
benefits of the Fund, the self-employed also view the Fund as a help in the
long run and not as a burden to them.
Pag-IBIG Fund Baguio Branch understands that a year is not
enough to disseminate the mandates of Pag-IBIG Fund in order to cover
al the self-employed. They expect the negative reactions of the self-
employed now that they are mandatorily covered. The Fund works inch by
inch tapping the accounting firms, business sectors, cooperatives and
other groups to cover their self-employed members.
Table 6 shows that one part of the behavior of the self-employed is
pushing them to sometimes agree to register and recommend the Fund is
not enough sign to say that self-employed are satisfied but it can be a
starting sign for the Pag-IBIG Fund Employees to exert their effort, prolong
their patience and try their best to make registration accessible and easy
for these self-employed.

Affective Level Customer Satisfaction
of the Compulsory Covered Self-employed
of Pag-IBIG Fund Baguio Branch

Table 7 shows the affections or emotions of the compulsory
covered self-employed of Pag-IBIG Fund Baguio Branch. One of the
indicators of customer satisfaction is how the self-employed feel about the
Fund.
Awareness and Customer Satisfaction of the Compulsory Covered Self-employed of Pag-
IBIG Fund Baguio Branch. Benguet State University, Open University, La Trinidad, Benguet,
Philippines/ ASIONG, CRISTABEL B. APRIL 2011

---

The self-employed sometimes agree to trust employees of Pag-
IBIG Fund Baguio Branch with a weighted mean of 4.07. On the other
hand, they sometimes disagree that the fund doesn’t care about the
members with a weighted mean of 2.37.
The data implies that the self-employed are not certain if
employees of Pag-IBIG Fund Baguio can be trusted. Interview results
show that some self-employed are uncertain because there are issues
concerning Pag-IBIG Fund regarding Housing Loans specifical y the
Xevera case.
Others also claim that they have encountered customer
dissatisfaction with some employees of Pag-IBIG Baguio Branch.
The self-employed feel that there are factors that made them
sometimes disagree that the Fund doesn’t care about the members. This
means, the self-employed most likely feels that the fund doesn’t care
about them and some reasoned out the fact that the fund does not
recognize tax declarations for housing loan. They claim that they
understood the law saying that proof of ownership evidenced by title
documents is a prerequisite in sel ing lots, however for them the fund
should make a way to extend the services to self-employed with tax
declaration even if this means additional requirements.


Awareness and Customer Satisfaction of the Compulsory Covered Self-employed of Pag-
IBIG Fund Baguio Branch. Benguet State University, Open University, La Trinidad, Benguet,
Philippines/ ASIONG, CRISTABEL B. APRIL 2011

---

Table 7. Affective level of customer satisfaction of the compulsory
covered self-employed of Pag-IBIG fund Baguio branch

ITEMS
WEIGHTED DESCRIPTIVE
MEAN
VALUE
b. Customer Affections/Emotions



Self-employed trust the employees of
Pag-IBIG Fund
4.07
Sometimes

Agree
Self-employed appreciate Pag-IBIG
Fund and happy of availing its
programs and services.
3.96
Sometimes
Agree

Self-employed are loyal to Pag-IBIG
Fund because of the good service
4.05
Sometimes
they did provided me
Agree
Self-employed feel the fund doesn’t
care about the members
2.37
Sometimes
Disagree
Average Weighted Mean
3.61
Sometimes
Agree
LEGEND:
Weighted Mean
Descriptive Value
4.50 - 5.00
Strongly Agree
3.50 - 4.49
Sometimes Agree
2.50- 3.49
Neither Disagree nor Agree
1.50 - 2.49
Sometimes Disagree
1.00 - 1.49
Strongly Disagree
Awareness and Customer Satisfaction of the Compulsory Covered Self-employed of Pag-
IBIG Fund Baguio Branch. Benguet State University, Open University, La Trinidad, Benguet,
Philippines/ ASIONG, CRISTABEL B. APRIL 2011

---

Another reason is because the Fund cannot provide an extension
office where they can pay and process the benefits. In January 2011, the
funds’ representative joined the one stop shop program of the
municipalities in renewing business permits. Pag-IBIG Fund together with
other line agencies were there to promote their services and to make
registration accessible to al . Some self-employed registered during that
time but most likely wil not continue because of lack of col ecting agents.
There was a time a cooperative in Barlig, Mt. Province volunteered
to col ect for the self-employed in their area. Unfortunately it is not
possible to release receipts to the cooperative unless approved by the
board of trustees. As of today the only bank approved to maintain receipts
is Land Bank of the Philippines which is not present in al municipalities.

Cognitive level Customer Satisfaction
of the Compulsory Covered Self-employed
of Pag-IBIG Fund Baguio Branch

Table 8 shows how the self-employed think about the Fund. On the
items listed, the highest weighted mean is 4.76 described as strongly
agree that Pag-IBIG Fund should expand. Expansion in al areas wil
inform people that Pag-IBIG Fund exists, offer extension offices and bring
Pag-IBIG Fund programs closer to the self-employed.

Table 8. Cognitive level of customer satisfaction of the compulsory
Awareness and Customer Satisfaction of the Compulsory Covered Self-employed of Pag-
IBIG Fund Baguio Branch. Benguet State University, Open University, La Trinidad, Benguet,
Philippines/ ASIONG, CRISTABEL B. APRIL 2011

---

covered self-employed of Pag-IBIG Fund Baguio Branch

ITEMS
WEIGHTED
DESCRIPTIVE
MEAN
VALUE
C. Customer Thinking/Perception
I Think/ I believed that…


c.1 The fund is a great help to
Neither Disagree
others
2.96
nor agree

c.2 The fund should not
mandatorily cover self-
Neither Disagree
employed
3.45
nor agree


c.3 Pag-IBIG fund should
expand
4.76
Strongly Agree


c.4 The employees of Pag-IBIG
fund needs customer service
seminars
2.64
Neither Disagree
nor agree

Average Weighted Mean
3.45
Sometimes Agree


LEGEND:
Weighted Mean
Descriptive Value
4.50 - 5.00
Strongly Agree
3.50 - 4.49
Sometimes Agree
2.50- 3.49
Neither Disagree nor Agree
1.50 - 2.49
Sometimes Disagree
1.00 - 1.49
Strongly Disagree
Awareness and Customer Satisfaction of the Compulsory Covered Self-employed of Pag-
IBIG Fund Baguio Branch. Benguet State University, Open University, La Trinidad, Benguet,
Philippines/ ASIONG, CRISTABEL B. APRIL 2011

---

The result wil mean a chal enge not only to Pag-IBIG Fund Baguio
Branch but to al Pag-IBIG branches to reach out to those self-employed
members. Reaching out to them in al areas such as remittances, offsite
servicing, loan grant and information dissemination.
The self-employed neither disagree nor agree that Pag-IBIG Fund
should not mandatorily cover self-employed as evidenced with the
weighted mean 3.45. Some choose the option since they haven’t availed
of any program and they cannot decide yet. The result means there is a
balanced number of self-employed who appreciate the Fund covering al
self-employed mandatorily and the number of those who believe it should
be voluntary. Because of the balanced number it fol ows that the self-
employed neither agree nor disagree that the fund is a great help to others
attested by the weighted mean of 2. 96. Interviews showed that 87.23% of
the self-employed, who attended briefings and orientations about the fund
belong to those who think Pag-IBIG Fund is a great help to others.

The respondents neither disagreed nor agreed that the Pag-IBIG
Fund Baguio branch employees should attend customer service seminars
with weighted mean of 2.64. This explains that some self-employed were
dissatisfied with some transactions concerning the Pag-IBIG Fund Baguio
Branch. Observations of the self-employed with the behaviors of Pag-IBIG
Fund Baguio Branch employees show that sometimes the Pag-IBIG Fund
Awareness and Customer Satisfaction of the Compulsory Covered Self-employed of Pag-
IBIG Fund Baguio Branch. Benguet State University, Open University, La Trinidad, Benguet,
Philippines/ ASIONG, CRISTABEL B. APRIL 2011

---

Baguio branch employees feel tired and sleepy when talking to clients
especial y in the afternoon.

Level of Satisfaction of the Compulsory Covered
Self-employed of Pag-IBIG Fund Baguio Branch
Interms of the Funds Programs


Table 9 shows the satisfaction of self-employed in terms of the
programs offered by Pag-IBIG Fund. Multi-purpose loan got the highest
mean of 4.67 described as very satisfied. This means that the self-
employed are aware on the process of multi-purpose loan and if the fund
targets to cover al self-employed, maintenance if not improvement of the
multipurpose loan services is a great help. Since the self-employed are
very satisfied with the multipurpose loan offered by the fund, this can be a
motivation in order to convince other self-employed to register with the
fund considering the fact that Table 1 showed that the self-employed need
savings that is withdrawable anytime.

Housing loan got the lowest weighted mean of 3.19 described as
moderately satisfied. This can be explained because Pag-IBIG Fund only
accept lots with titled documents. Another reason of poor satisfaction is
because of the several requirements needed in order to approve the
housing loan. Pag-IBIG Fund basical y protects the investment of the
public and the fund needs to make sure that it can release the claim when
the right time comes.
Awareness and Customer Satisfaction of the Compulsory Covered Self-employed of Pag-
IBIG Fund Baguio Branch. Benguet State University, Open University, La Trinidad, Benguet,
Philippines/ ASIONG, CRISTABEL B. APRIL 2011

---

Table 9. Level of satisfaction of the compulsory covered self-employed of
Pag-IBIG Fund Baguio branch in terms of the funds programs

ITEMS
WEIGHTED MEAN DESCRIPTIVE VALUE
a. Programs


Housing Loan
3.19
Moderately Satisfied
Savings
3.94
Satisfied
Calamity Assistance
3.89
Satisfied
Death Benefits
3.82
Satisfied
Multi-purpose loan
4.67
Very Satisfied
Dividends
4.72
Very Satisfied
AVERAGE WEIGHTED
MEAN
4.04
Satisfied

LEGEND:

Weighted Mean
Descriptive Value
4.50 - 5.00
Very Satisfied
3.50 - 4.49
Satisfied
2.50- 3.49
Moderately Satisfied
1.50 - 2.49
Poorly Satisfied
1.00 - 1.49
Not Satisfied

Awareness and Customer Satisfaction of the Compulsory Covered Self-employed of Pag-
IBIG Fund Baguio Branch. Benguet State University, Open University, La Trinidad, Benguet,
Philippines/ ASIONG, CRISTABEL B. APRIL 2011

---

The fund is liable in case a foreclosed property cannot be
transferred or sold because of documents problem, therefore they need to
require documents to assure that the money of the public is properly
invested.

Savings, one of the mandates of Pag-IBIG Fund got 3.94 weighted
mean described as satisfied. Some self-employed were already members
of the Fund before. Orientations and briefing educated them and they
were aware that their accounts are stil with the Fund and stil treated as
investment, meaning stil earning dividends. Some self-employed,
especial y those who were members before, appreciated the fund concept
of savings as their dividends grow higher and higher and even exceeds
the total share from the employee.

Higher dividends being offered by the Fund than any other banks
lead to the appreciation of the dividend by the self-employed. It has 4.67
weighted mean described as very satisfied. Most of the respondents who
answered very satisfied are those who have accounts before.

Members of the Fund in case of death wil receive a death benefit in
the amount of Php 6, 000.00 or equivalent of the total accumulated value
whichever is lower. Self-employed were satisfied with the death benefits
being offered by Pag-IBIG Fund with weighted mean of 3.82. The amount
is not that big compared to what Social Security System (SSS) offers but
Awareness and Customer Satisfaction of the Compulsory Covered Self-employed of Pag-
IBIG Fund Baguio Branch. Benguet State University, Open University, La Trinidad, Benguet,
Philippines/ ASIONG, CRISTABEL B. APRIL 2011

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some self-employed stil appreciate the program because in other savings
institutions, a member wil only withdraw the total amount saved.

Level of Satisfaction of the Compulsory
Covered Self-employed of Pag-IBIG
Fund Baguio Branch in Terms of the
Employees Public Service

Table 10 shows the satisfaction of self-employed in terms of the
public service of the employees of Pag-IBIG Fund Baguio Branch. The
weighted mean presented is 3.86 described as satisfied. This means that
the employees of Pag-IBIG Fund stil need to improve and innovate the
way they deal with their clients. Al factors affecting customer satisfaction
should be noted and improved.
The study cleared that satisfaction measure only limits to the
employees of Pag-IBIG Fund Baguio Branch however, interviews showed
that most registered self-employed carries their dissatisfaction with other
branch employees and associate it with the employees of the Pag-IBIG
Fund Baguio Branch.
Awareness and Customer Satisfaction of the Compulsory Covered Self-employed of Pag-
IBIG Fund Baguio Branch. Benguet State University, Open University, La Trinidad, Benguet,
Philippines/ ASIONG, CRISTABEL B. APRIL 2011

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Table 10. Level of satisfaction of the compulsory covered self-employed of
Pag-IBIG fund Baguio branch in terms of the public service of
the employees of the fund

ITEMS
WEIGHTED MEAN
DESCRIPTIVE VALUE
Public Service of Pag-
3.86
Satisfied
IBIG Fund Employees
LEGEND:
Weighted Mean
Descriptive Value
4.50 - 5.00
Very Satisfied
3.50 - 4.49
Satisfied
2.50- 3.49
Moderately Satisfied
1.50 - 2.49
Poorly Satisfied
1.00 - 1.49
Not Satisfied



The result of the interview further showed, that most of the
customer satisfaction issues in terms of the employees is al about
transactions beyond the control of the Fund such as disqualified multi-
purpose loan and disqualified provident claim.
Most of the complaints on the employees of Pag-IBIG Fund Baguio
Branch, as gathered from the complaint forms is also due to transactions
beyond their control. Pag-IBIG Fund for the past 30 years is not
centralized and transactions are per branch. If a member wants to loan
and is remitting with other branches, the member may submit the form to
Pag-IBIG Fund Baguio Branch and the fund wil only transmit the
application to the concerned branch. Baguio accounts loans can be
Awareness and Customer Satisfaction of the Compulsory Covered Self-employed of Pag-
IBIG Fund Baguio Branch. Benguet State University, Open University, La Trinidad, Benguet,
Philippines/ ASIONG, CRISTABEL B. APRIL 2011

---

released after 24 hrs and applications coursed through Pag-IBIG Baguio
Branch for other branches wil take 3-4 weeks. Filing and preparation of
the check is beyond the recipients’ control. Complaints and fault then in
the eyes of the member is with the recipient branch yet the recipient
branch can only fol ow-up but wil stil wait for the response from the other
branch.

Mandates, Implementing Rules and Guidelines
and Law of Pag-IBIG Fund Versus the Need
of the Self-employed


The new Home Development Mutual Fund of 2009 covered self-
employed to support the funds vision and mission and to help them [self-
employed] save for their future. Interview and tabulated data shows that
self-employed are not ful y aware of the services and purpose of the Fund.
It also shows that there are important needs the self-employed wants but it
is not included in the mandates of the agency. Health benefit is not for
Pag-IBIG Fund rather for PhilHealth, insurance is for SSS and savings is
for Pag-IBIG Fund. It is very hard to change the law to cater these needs
of the self-employed. Dissatisfaction of members are beyond the control of
employees, even managers and even the board since they are al tied in
the implementing rules and guidelines of the law.

Awareness and Customer Satisfaction of the Compulsory Covered Self-employed of Pag-
IBIG Fund Baguio Branch. Benguet State University, Open University, La Trinidad, Benguet,
Philippines/ ASIONG, CRISTABEL B. APRIL 2011

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SUMMARY, CONCLUSIONS AND RECOMMENDATIONS

Summary

The researcher observed that there are a number of
misconceptions about Pag-IBIG Fund. This study focused on the
awareness and customer satisfaction of the compulsory covered self-
employed of Pag-IBIG Fund Baguio Branch at this time that they are
mandatory under the law.
The study was conducted from January to February 2011. There
were 159 total respondents from Baguio, Benguet and Mt. Province, the
areas of jurisdiction of Pag-IBIG Fund Baguio Branch.

The study aimed to answer how aware the compulsory covered
self-employed of Pag-IBIG Fund Baguio Branch on the Funds programs
and mandates. It also targeted to measure the level of customer
satisfaction of the compulsory covered self-employed of Pag-IBIG Fund
Baguio Branch in terms of programs and employees.

Structured questionnaires were used to gather information and
random interviews validated the data. Data gathered were sorted, tal ied,
tabulated and interpreted using content analysis and statistical analysis
such as frequency count, percentage and weighted mean.

Results showed that the self-employed are not ful y aware of the
mandates and programs of Pag-IBIG Fund. Housing loan program is the
Awareness and Customer Satisfaction of the Compulsory Covered Self-employed of Pag-
IBIG Fund Baguio Branch. Benguet State University, Open University, La Trinidad, Benguet,
Philippines/ ASIONG, CRISTABEL B. APRIL 2011

---

most popular to them. They are poorly aware that contribution to the Fund
becomes member’s savings. Their top need, being very important, is a
saving plan that they can withdraw from anytime if need arises.

Recommendations include putting up of service desk or extension
offices in Barrios to facilitate registration and col ection. The Fund should
maintain, if not improve the existing customer service they provide. Pag-
IBIG Fund should expand, cooperate and make way to cater the needs of
the self-employed.

Findings

The salient findings of the study are as fol ows:
According to the Needs and Wants
of the Compulsory Covered Self-employed
of Pag-IBIG Fund in Terms of Programs


1. Savings withdrawable anytime is very important, being their top
need, for the self-employed with weighted mean of 5. This means the self-
employed would like to register with the Fund and save as long as in
cases of emergency, their savings can be withdrawn anytime.


2. There is a gap between the savings concept of the self-employed
and the Fund. The Fund concept of savings is “Bayanihan”, pooling
resources to be used for housing programs and in the long run member
Awareness and Customer Satisfaction of the Compulsory Covered Self-employed of Pag-
IBIG Fund Baguio Branch. Benguet State University, Open University, La Trinidad, Benguet,
Philippines/ ASIONG, CRISTABEL B. APRIL 2011

---

wil benefit from it. On the other hand, the top need of compulsory covered
self-employed is savings plan that they can withdraw from if they need it.

3. Most self-employed in the Cordil era do not prioritize housing
loans because they are contented with their existing house.
4. Some self-employed stil believe that aside from Philhealth, the
Fund should also provide health assistance.

According to the Needs and Wants
of the Compulsory Covered Self-employed
of Pag-IBIG Fund in terms of Employees

1. Self-employed needs an employee of the Fund who makes fast
processing of needed documents.
2. Some compulsory covered self-employed better understand
explanation using their local dialects.
3. Self-employed from Baguio group prefer Tagalog as medium of
exchange while those from Benguet and Mt. province prefer English.
4. Majority of the self-employed don’t need employees who focus
on the profit the fund can get from client.

According to the Level of Awareness
of the Compulsory Covered Self-employed
of Pag-IBIG Fund on the Mandates
and Programs of the Fund

Awareness and Customer Satisfaction of the Compulsory Covered Self-employed of Pag-
IBIG Fund Baguio Branch. Benguet State University, Open University, La Trinidad, Benguet,
Philippines/ ASIONG, CRISTABEL B. APRIL 2011

---

1. Housing loan is more popular to the self-employed than other
programs such as savings.
2. The self-employed are not ful y aware on the mandates and
programs of Pag-IBIG Fund.
3. The self-employed are fairly aware of the housing programs of
Pag-IBIG Fund. On the other hand, they are poorly aware about savings.
4. Most of the respondents are not yet registered with the Fund.
Level of Customer satisfaction of the self-employed of Pag-IBIG
Fund in terms of its programs

5. The self-employed, mostly from Benguet and Mt. Province were
not comfortable to loan their house and lots since they are afraid of
foreclosure.
6. Among the 63 respondents 39% said they register because it’s
mandatory, 17% said because a col eague referred Pag-IBIG Fund and
44% said they understood what the Fund wants for them.












Awareness and Customer Satisfaction of the Compulsory Covered Self-employed of Pag-
IBIG Fund Baguio Branch. Benguet State University, Open University, La Trinidad, Benguet,
Philippines/ ASIONG, CRISTABEL B. APRIL 2011

---

Level of Customer Satisfaction of the Self-employed
of Pag-IBIG Fund in terms of its Employees

1. Some of the self-employed also understand the programs of
Pag-IBIG Fund. Some already attended orientations regarding the fund
and was already briefed about the programs. Some of the respondents
never availed the programs of the Fund but wil stil recommend because
of feedbacks from relatives, friends who experienced transacting with the
fund.

Conclusions

Based on the findings of the study; the fol owing conclusions were
drawn:
1.
Col ecting agents and extension offices in barrios can be an
instrument to encourage registration of non-members.
2. Savings withdrawable anytime can convince the self-employed to
register to the Fund.
3. The fund should communicate to the self-employed its mandate
in order to eliminate the misconception of the savings concept of the self-
employed and the Fund.
4. Friendly Pag-IBIG Fund employees, employees that can speak
vernaculars, informative employees, employees who focus on the needs
of the clients and employees who make fast processing of needed
Awareness and Customer Satisfaction of the Compulsory Covered Self-employed of Pag-
IBIG Fund Baguio Branch. Benguet State University, Open University, La Trinidad, Benguet,
Philippines/ ASIONG, CRISTABEL B. APRIL 2011

---

documents can help convince the self-employed to register to the fund
despite absence of extension offices in their place.
5. Once the benefit of the fund is communicated to self-employed, it
wil encourage registration.
6. The self-employed strongly agree that Pag-IBIG Fund should
expand. The result wil mean a chal enge not only to Pag-IBIG Fund
Baguio Branch but to al Pag-IBIG Branches to reach out to those self-
employed members.

7. The fund needs to take extra effort to explain to the self-
employed the benefit of savings in the Fund in order for them [self-
employed] to appreciate the fund.
8. The self-employed neither disagree nor agree that Pag-IBIG
Fund should not mandatorily cover self-employed as evidenced by the
weighted mean 3.45. Data also showed that there is an equal result of
those who think the fund should mandatorily and not mandatorily cover
self-employed.

9. The self-employed are not certain if employees of Pag-IBIG Fund
Baguio can be trusted. Interview showed that some self-employed are
uncertain because there are issues concerning Pag-IBIG Fund regarding
Housing Loan specifical y the Xevera case. Others also claim that they’ve
Awareness and Customer Satisfaction of the Compulsory Covered Self-employed of Pag-
IBIG Fund Baguio Branch. Benguet State University, Open University, La Trinidad, Benguet,
Philippines/ ASIONG, CRISTABEL B. APRIL 2011

---

encountered customer dissatisfaction with some employees of Pag-IBIG
Baguio Branch.

10. Self-employed are satisfied with the employees of Pag-IBIG
Fund in terms of their public service.

Recommendations

After the analysis of the findings and conclusions, the fol owing
suggestions are presented for improvement.
1.
The Fund should accept tax declaration for the self-
employed even if this means additional requirements to accomplish.
2.
The Fund should maintain, if not improve, the Multi-purpose
loan program given because this can be a tool to market registration to the
self-employed considering that the self-employed need savings that they
can withdraw anytime.
3.
To cater to the need of self-employed, Pag-IBIG Fund
should cooperate. One way to cooperate to the top need of the self-
employed is to set a rule, only for the self-employed or be applicable to al
members if possible, on how to partial y claim savings in cases of
emergency at maximum of 50% of the members savings: The Fund may
require proof that the member badly needs percentage of the member’s
savings; the member however may replenish the withdrawn amount.
Awareness and Customer Satisfaction of the Compulsory Covered Self-employed of Pag-
IBIG Fund Baguio Branch. Benguet State University, Open University, La Trinidad, Benguet,
Philippines/ ASIONG, CRISTABEL B. APRIL 2011

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For succeeding studies, the researcher recommends to look into
the impact of suggested partial withdrawal in the country’s economy
considering the fact that Pag-IBIG Fund is beneficial to the Philippine
government who cannot fund the housing needs of its people.
4.
The Fund should make possible adjustments to lower the
interest rates of the housing loan program.
5.
Pag-IBIG Fund should accredit other banks as col ecting
agents; preferably Rural Bank of the Philippines since this bank is present
in al municipalities.
6.
The Fund should coordinate with Local Government Units to
help them disseminate the universal coverage of the Fund.
7.
Pag-IBIG Fund should expand; invest in tarpaulins, written in
local dialects if possible for information dissemination.
8.
The self-employed were satisfied with the death benefit and
dividends offered by the Fund.
9.
Al Pag-IBIG Branches should fol ow the rules in the
processes especial y the time al otted for one transaction in order not to
dissatisfy clients.



Awareness and Customer Satisfaction of the Compulsory Covered Self-employed of Pag-
IBIG Fund Baguio Branch. Benguet State University, Open University, La Trinidad, Benguet,
Philippines/ ASIONG, CRISTABEL B. APRIL 2011

---

Output

Many self-employed are not aware that they are now mandatorily
covered by Pag-IBIG Fund. The Marketing and Enforcement Division
(MED) of Pag-IBIG Fund Baguio is trying their best to inform and cover al
the self-employed. To help the Fund cover self-employed, listed below are
customized marketing strategy for the compulsory covered self-employed
of Pag-IBIG Fund Baguio Branch.
A. In terms of Programs:
1. Construct a program that self-employed can withdraw their savings
up to 50% in cases of emergency. The Fund can have the right to
require proof and the member may replenish the withdrawn amount
if he wishes.
2. Provide a col ecting agent in their respective places to facilitate
registration and maintain col ection.
3. Invest in tarpaulins and radio advertisement preferably translated to
local dialects in order to disseminate information to the self-
employed.
4. Improve the multi-purpose loan to convince self-employed to
register knowing that they have something they can turn to in case
they need cash.
Awareness and Customer Satisfaction of the Compulsory Covered Self-employed of Pag-
IBIG Fund Baguio Branch. Benguet State University, Open University, La Trinidad, Benguet,
Philippines/ ASIONG, CRISTABEL B. APRIL 2011

---

5. Lower down the interest rate of the housing loan and al ow tax
declaration lots as col ateral for mortgage.
6. Coordinate with Barangays especial y those that are far to sponsor
activities such as medical mission, tree planting and free vaccine
that can bring Pag-IBIG Fund closer to the self-employed.
7. Coordinate with associations such as cooperatives, transportation
group and other self-employed business communities in information
dissemination. Be active, participate in their activities and join their
general assemblies to communicate the Fund vision and mission.
B. In terms of Employees:
1. Make sure the Fund has employees that can explain and
understand the local dialects.
2. Have employees equipped with information about the basics in
order to answer al questions.
3. Pag-Ibig Fund should expand by coordinating with other line
agencies to spread that Pag-IBIG Fund is existing and bring the
Fund accessible to al .
4. Employees’ sensitivity trainings and workshops for Pag-IBIG
employees related with handling irate self-employed clients.
5. Understand and if possible bargain with the self-employed needs.
Awareness and Customer Satisfaction of the Compulsory Covered Self-employed of Pag-
IBIG Fund Baguio Branch. Benguet State University, Open University, La Trinidad, Benguet,
Philippines/ ASIONG, CRISTABEL B. APRIL 2011

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6. Communicate the Funds purpose, vision and mission to the self-
employed since they would register most likely if they understand
what Pag-IBIG Fund is.
































Awareness and Customer Satisfaction of the Compulsory Covered Self-employed of Pag-
IBIG Fund Baguio Branch. Benguet State University, Open University, La Trinidad, Benguet,
Philippines/ ASIONG, CRISTABEL B. APRIL 2011

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LITERATURE CITED


ERNAN, R. 2009. Research Findings: Customer Dis-service and

Hostage Marketing
http://www.marketingstrategy.com

HACKER, D. 2004. Apes and Language APA Research Paper
(Shaw) Boston: Bedford St., Martins

HON, C. L. 2007-2008. Guidelines for Writing a Thesis or

Dissertation.

LAUDERDALE, M. 2009. Customer Service and Organizational

Excel ence

Copyright © Survey of Organizational Excel ence. University

of Texas

MCNAMARA, C. MBA PhD. Authenticity Consulting, LLC. Basic

Methods to Get Feedback from Customers

http://www.marketing.com

OVERHOLT, A. 2003. What makes us loyal?
http://customerservicezone.com/cgi-
bin/links/jump.cgi?ID=5570

RAMOS, C. 2010. A discussion from customer service summit
Customer Service Summit
Development Academy of the Philippines

SMITH, S. M. PHD. 2007. How to measure customer satisfaction:

Satisfaction measurement and theory.
http://www.aboutsurveys.com/how-to-measure-customer-
satisfaction-satisfaction-measurement-and-theory/


SPITALNY, C. 2010. Gaining Your Bank Customers’ Trust
Awareness and Customer Satisfaction of the Compulsory Covered Self-employed of Pag-
IBIG Fund Baguio Branch. Benguet State University, Open University, La Trinidad, Benguet,
Philippines/ ASIONG, CRISTABEL B. APRIL 2011

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http://survey.cvent.com/blog/best-practices-for-col ecting-
feedback/gaining-your-bank-customers-trust

A report from the Internet
Republic Act No. 6713
http://www.csc.gov.ph/cscweb/RA6713.html

A report from the Internet
National Business Research
Data: Employee Surveys and Customer Surveys
http://www.nbri .com/Customer Surveys/Measure
Satisfaction.html

Department of Tourism Official Website

http://www.visitmyphilippines.com/index.php

Home Development Mutual Fund Official Website
http://www.pagibigfund.gov.ph

The Official Business Link to the US Government
http://content.atomz.com/pb00002830/stage/phases/managi
ng/market_price/customer_service.html

ZANA BUSINESS NETWORK. Retaining Customers
http://www.zananetwork.com/business-learning/wiki/sales-
customer-service/retaining-customers/index.aspx


Awareness and Customer Satisfaction of the Compulsory Covered Self-employed of Pag-
IBIG Fund Baguio Branch. Benguet State University, Open University, La Trinidad, Benguet,
Philippines/ ASIONG, CRISTABEL B. APRIL 2011

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APPENDICES

APPENDIX A

SURVEY QUESTIONNAIRE FOR THE COMPULSORY COVERED SELF-
EMPLOYED OF PAG-IBIG FUND ABGUIO BRANCH

Name (optional) _______________________________________________

PART I – PROFILE OF CLIENT

Direction: Please put a check mark on the item that best describes yourself.
1. Gender

_________ Male
_________ Female
2. Civil Status

_________ Single

_________Married

_________Widow/er

_________ Others (please specify)

3. Highest Educational Attainment

_________ High school graduate

_________ Col ege undergraduate

_________ Col ege graduate

_________ with some masters units

_________ Masteral Degree

_________ some units in doctorate

_________ Doctorate Graduate
4. Number of years member of PAG-IBIG FUND

_________ Not yet a member

_________ 5 years and below

_________ 6-15 years member

_________ 16-25 years member

_________ 26 years and above
5. Location/Address

____________________________________________________
Awareness and Customer Satisfaction of the Compulsory Covered Self-employed of Pag-
IBIG Fund Baguio Branch. Benguet State University, Open University, La Trinidad, Benguet,
Philippines/ ASIONG, CRISTABEL B. APRIL 2011

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PART II – SURVEY

1. As a self-employed, what are your needs and wants among the PAG-IBIG
Fund services?


Instruction: Please check your needs and wants under the two categories of PAG-IBIG Fund
services and rate how important that need is basing on the legend below:

5- Very important






4- Important






3- Moderately important






2-Poorly important






1-Not important





a. Programs of PAG-IBIG FUND
5
4
3
2
1

a.1 Housing Loan






a.2 Savings






a.3 Calamity Assistance






a.4 Health Assistance






a.5 Death Benefits






a.6 Multi-purpose loan






a.7 Insurance






a.8 Dividends






a.9 Extension Office in our place





a.10 Others: Please Specify: Savings withdrawable

anytime





b. Employees of PAG-IBIG FUND






b.1 Good looking Employees






b.2 Friendly (greets, smiles, courteous)






b.3 Employees that can speak in vernaculars





b.4 Informative Employees (Explaining the funds

benefit in simple yet understandable way)





b.5 Employees who focuses on the profit the fund

can get from the client





b.6 Employees who focuses on the needs of the

customer





b.7 Employees who makes fast processing of

needed services






b.8 Others: Please specify








Awareness and Customer Satisfaction of the Compulsory Covered Self-employed of Pag-
IBIG Fund Baguio Branch. Benguet State University, Open University, La Trinidad, Benguet,
Philippines/ ASIONG, CRISTABEL B. APRIL 2011

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3. What is your level of customer satisfaction as a self-

employed member of PAG-IBIG Fund.


Instruction: In your experience with PAG-IBIG Fund, Please indicate your agreement with the

fol owing questions

5- Strongly Agree

4- Sometimes Agree

3- Neither Disagree nor Agree

2- Sometimes Disagree

1- Strongly Disagree

I. Customer Satisfaction






a. Customer Behavior
5
4 3 2
1
• I wil re-avail the service provided by the Fund


• I wil recommend others to register to the Fund





• I wil advice others to avail the services/programs provided by
Pag-IBIG Fund





• I wil share to others the positive customer service I’ve
received from Pag-IBIG Fund





• Others: Please specify





b. Customer Affections/Emotions
5
4 3 2
1
• I trust the employees of Pag-IBIG Fund


• I appreciate Pag-IBIG Fund and I’m happy of availing its
programs and services.





• I am loyal to Pag-IBIG Fund because of the good service
they did provided me





• I feel the fund doesn’t care about the members





• Other: Please specify __________






b. Customer Thinking/Perception





I Think/ I believed that…
5
4 3 2
1
• The fund is a great help to others


• The Fund should not mandatorily cover self-employed.


• Pag-IBIG Fund should expand





• The employees of Pag-IBIG Fund needs customer service
seminars










Awareness and Customer Satisfaction of the Compulsory Covered Self-employed of Pag-
IBIG Fund Baguio Branch. Benguet State University, Open University, La Trinidad, Benguet,
Philippines/ ASIONG, CRISTABEL B. APRIL 2011

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II. General Observation/Perception
Instruction: Please indicate your satisfaction with each of the fol owing programs

and mandates of PAG-IBIG FUND
5- Very Satisfied
4- Satisfied
3- Moderately Satisfied
2- Poorly Satisfied
1- Not Satisfied
a. Programs
5
4
3
2
1
Housing Loan





Savings





Calamity Assistance





Death Benefits





Multi-purpose loan





Dividends





b. Public service provided by the employees of Pag-IBIG Fund
Compared to your expectation, how wel did PAG-IBIG Fund employees
serviced you?
Please put a check mark on the appropriate level
O Very Satisfactory: It was the best than I
thought





O Satisfactory: It was better than I thought





O Moderately satisfactory: It was just as I
expected





O Poorly satisfactory: It was poorer than I
thought





O Not satisfactory: It was the worst the
experience











Awareness and Customer Satisfaction of the Compulsory Covered Self-employed of Pag-
IBIG Fund Baguio Branch. Benguet State University, Open University, La Trinidad, Benguet,
Philippines/ ASIONG, CRISTABEL B. APRIL 2011

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APPENDIX B
GUIDE QUESTIONS FOR THE INTERVIEW OF THE COMPULSORY
COVERED SELF-EMPLOYED OF PAG-IBIG FUND BAGUIO BRANCH
TOGETHER WITH SOME OF THEIR ANSWERS.
1. Have you tried transacting with PAG-IBIG Fund employees?
2. What transaction did you have with PAG-IBIG Fund?
a. “Inquire about the housing loan and multi-purpose loan program.”
b. “Inquiry about membership of OFW.”
c. Inquire about letter received titled Notice of Fund Coverage and
Warning for non-registration”

3. How wel are you treated?
a. “Good, queries are answered”
b. “Not wel , some questions are not explained properly”
c. “Fair, there are times we cannot understand each other”
d. “Mahaba ang pila” (its queuing)
e. “mababait at mga bata pa ang empleyado” (Employees are kind)
f. “nasayaat met” (its okay)
g. “nasisimpet da met piman” –Rogel Ubaldo (They are kind)

4. Are you satisfied with the way they attend your concern.
a. Yes, employees are very kind and attentive
b. Yes, processes are explained wel
c. No, since they are col ecting money from me
d. No, since self-employed should be voluntary

5. Have you experience any customer service issue with PAG-IBIG
Fund employees?

a. “None, employees are kind”
b. “Ada naminsan nga pinaguray dak ti nabayag” (There was a time I
waited for the long time)

Awareness and Customer Satisfaction of the Compulsory Covered Self-employed of Pag-
IBIG Fund Baguio Branch. Benguet State University, Open University, La Trinidad, Benguet,
Philippines/ ASIONG, CRISTABEL B. APRIL 2011

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6. What customer service issue have you experienced with the
employees?

a. minsan may time na nataasan ako ng boses ng isang empleyado”
b. “Han da makaawat ti Ilokano”
c. “Doble doble ti registration”Atinddog ti pila ken awan ti senior
citizen lane”
d. “kurang ti tao nga mang assist”

7. Have you observed any positive or negative behaviors of the
employees of the Fund?

a. “Yes, Sometimes”
8. Can you tel me about the positive or negative behaviors you have
observed with them?

a. “Kasla naarte da”
b. Employees are friendly
c. “ada ti maysa isiay nga kanayon nga nakamisuot”

9. What practices of the employees do you like most?

a. Being able to serve the clients from 7:30am to 6:00pm and no lunch
break
b. Friendly employees
c. Fast processing of claims and Multi-purpose Loan

10. What can you say about the programs of the fund? Employees?
Office?

a. “hanko ammo dayta, ti ammok lang ket loan”
b. “nu kunayo nga mawithdraw dayta idi mayat”
c. “napaspas piman ti loan na”
d. The program is good and hopeful y it wil implemented fairly.


Awareness and Customer Satisfaction of the Compulsory Covered Self-employed of Pag-
IBIG Fund Baguio Branch. Benguet State University, Open University, La Trinidad, Benguet,
Philippines/ ASIONG, CRISTABEL B. APRIL 2011

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11. Suppose you are Chief-Executive Officer of the fund, what would
you like to do?

a. To al ow tax declaration in housing loan
b. To assign col ectors per municipality
c. To make Pag-IBIG Fund voluntary
d. To remove penalty imposed
e. To give loan to non-member of Pag-IBIG Fund

12. Any suggestions or recommendations to improve the service of the
fund?

a. To have a col ector per establishment every month.
b. To lower down the interest rate of housing loan
c. To be able to pay online
d. To have an ID or number per member to avoid fraud

13. Why do you need an employee that focuses on the profit of the
Fund?

a. “employees that focuses on the profit of the Fund means higher
dividends for me”
b. “Maganda rin yun para mas malaki ang mawiwithdraw pag mag
wiwithdraw na”

14. Why did you register to the Fund?

a. “Mandatory garud nga kuna yo, ken tapno awanen ti agbisbisita
ditoy pwesto”
b. Someone referred the Fund.
c. “tinuloy ko lang, dati na akong member”
d. To avail the housing loan in the future
e. “Prerequisite met ti business permit”

Awareness and Customer Satisfaction of the Compulsory Covered Self-employed of Pag-
IBIG Fund Baguio Branch. Benguet State University, Open University, La Trinidad, Benguet,
Philippines/ ASIONG, CRISTABEL B. APRIL 2011

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APPENDIX C

RAW DATA FROM QUESTIONNAIRE

1. Needs and wants of the self-employed members of Pag-IBIG Fund
Baguio Branch





















a. Programs of PAG-IBIG FUND

5 4 3 2
1 TOTAL
a.1 Housing Loan
57 54 21 18
9
159
a.2 Savings
81 46 26 4
2
159
a.3 Calamity Assistance
141 18



159
a.4 Health Assistance
155 3 1


159
a.5 Death Benefits
157 2



159
a.6 Multi-purpose loan
119 27 4 2
7
159
a.7 Insurance
79 21 54 5

159
a.8 Dividends
91 46 11 7
4
159
a.9 Extension Office in our place
109 33 12 2 16
172
Savings withdrawable anytime
131




131








b. Employees of PAG-IBIG FUND







b.1 Good looking Employees
91 34 20 5
9
159
b.2 Friendly (greets, smiles,
courteous)
156 2 1


159
b.3 Employees that can speak in
vernaculars
136 16 5 1
1
159
b.4 Informative Employees
(Explaining the funds benefit in
simple yet understandable way)
157 1 1


159
b.5 Employees who focuses on the
profit the fund can get from the client
14 1 5
139
159
b.6 Employees who focuses on the
needs of the customer
156 2 1


159
b.7 Employees who makes fast
processing of needed services
158 1



159
Awareness and Customer Satisfaction of the Compulsory Covered Self-employed of Pag-
IBIG Fund Baguio Branch. Benguet State University, Open University, La Trinidad, Benguet,
Philippines/ ASIONG, CRISTABEL B. APRIL 2011

---

2. Level of awareness of the compulsory covered self-employed, on
the programs and mandates of PAG-IBIG FUND?
















5
4
3
2
1 TOTAL
1. Housing Loan
24 102 9
5 19
159
2. Multi-purpose Loan
16 3 121 9 10
159
3. Calamity Loan

17
9 98 35
159
4. Savings
23 2
13 6 115
159
5. Death Benefits
36 3
3
2 115
159
6. Higher Dividend rate than Banks 43 12 25 16 63
159
7. Return of investment with
dividends
32 8
14 7 98
159








3. What is your level of customer satisfaction as a self- employed
member of PAG-IBIG Fund.







A.
Customer Behavior
TOTA


5 4 3 2
1
L
I wil re-avail the service provided by
3
3
2
the Fund
71 4 2 1
1
159
I wil recommend others to register to
2
3
2
the Fund
69 4 9 5
2
159
I wil advice others to avail the
services/programs provided by Pag-
5
IBIG Fund
97 4 4 3
1
159
I wil share to others the positive
customer service I’ve received from
3
2
1
Pag-IBIG Fund
88 4 1 5
1
159








B. Customer Affections/Emotions
5 4 3 2
1

I trust the employees of Pag-
2
3
1
IBIG Fund
86 3 2 1
7
159
I appreciate Pag-IBIG Fund and I’m
happy of availing its programs and
1
4
1
services.
82 0 7 8
2
159
I am loyal to Pag-IBIG Fund
3
4
b
e Aw
caaruene
se ss
o af ntd hCeu stgom
o e
o r dS atisf
ser act
vi ion
ce otf thhe
e C
y odmip
d u lsory Co7ve
1 r ed Se
6 lf -emp2lo yed o
9 f Pag-1 159
IBIG Fund Baguio Branch. Benguet State University, Open University, La Trinidad, Benguet,
Philippines/ ASIONG, CRISTABEL B. APRIL 2011

---

provided me
I feel the fund doesn’t care about
4
3
the members
2 4 9
74
159








C. Customer Thinking/Perception







I Think/ I believed that…
5 4 3 2
1

2
The fund is a great help to others
55 4 7 6 67
159
The Fund should not mandatorily
2
cover self-employed.
73 8 2 9 47
159
13
1
Pag-IBIG Fund should expand
7 2 4 6

159
The employees of Pag-IBIG Fund
2
needs customer service seminars
46 9 4 2 78
159



4. Level of satisfaction of the compulsory covered self-employed of
Pag-IBIG Fund Baguio Branch in terms of the Funds programs.








a. Programs














5
4
3
2
1 TOTAL
Housing Loan
30 32 54 25 18
159
Savings
34 82 43


159
Calamity Assistance
59 29 67
2
2
159
Death Benefits
23 90 42
3
1
159
Multi-purpose loan
126 17 13
2
1
159
Dividends
139
8
3
6
3
159







Awareness and Customer Satisfaction of the Compulsory Covered Self-employed of Pag-
IBIG Fund Baguio Branch. Benguet State University, Open University, La Trinidad, Benguet,
Philippines/ ASIONG, CRISTABEL B. APRIL 2011

---

5. Level of satisfaction of the compulsory covered self-employed of
Pag-IBIG Fund Baguio Branch in terms of the employees
programs.



O Very Satisfactory: It was the best than I thought
5
56
O Satisfactory: It was better than I thought
4
50
O Moderately satisfactory: It was just as I expected
3
35
O Poorly satisfactory: It was poorer than I thought
2
11
O Not satisfactory: It was the worst the experience
1
7



TOTAL

159

Awareness and Customer Satisfaction of the Compulsory Covered Self-employed of Pag-
IBIG Fund Baguio Branch. Benguet State University, Open University, La Trinidad, Benguet,
Philippines/ ASIONG, CRISTABEL B. APRIL 2011

---

APPENDIX D
DIFFERENT FORMS OF PAG-IBIG FUND
Awareness and Customer Satisfaction of the Compulsory Covered Self-employed of Pag-
IBIG Fund Baguio Branch. Benguet State University, Open University, La Trinidad, Benguet,
Philippines/ ASIONG, CRISTABEL B. APRIL 2011

---

Awareness and Customer Satisfaction of the Compulsory Covered Self-employed of Pag-
IBIG Fund Baguio Branch. Benguet State University, Open University, La Trinidad, Benguet,
Philippines/ ASIONG, CRISTABEL B. APRIL 2011

---

Awareness and Customer Satisfaction of the Compulsory Covered Self-employed of Pag-
IBIG Fund Baguio Branch. Benguet State University, Open University, La Trinidad, Benguet,
Philippines/ ASIONG, CRISTABEL B. APRIL 2011

---

Awareness and Customer Satisfaction of the Compulsory Covered Self-employed of Pag-
IBIG Fund Baguio Branch. Benguet State University, Open University, La Trinidad, Benguet,
Philippines/ ASIONG, CRISTABEL B. APRIL 2011

---

Awareness and Customer Satisfaction of the Compulsory Covered Self-employed of Pag-
IBIG Fund Baguio Branch. Benguet State University, Open University, La Trinidad, Benguet,
Philippines/ ASIONG, CRISTABEL B. APRIL 2011

---

Awareness and Customer Satisfaction of the Compulsory Covered Self-employed of Pag-
IBIG Fund Baguio Branch. Benguet State University, Open University, La Trinidad, Benguet,
Philippines/ ASIONG, CRISTABEL B. APRIL 2011

---

Awareness and Customer Satisfaction of the Compulsory Covered Self-employed of Pag-
IBIG Fund Baguio Branch. Benguet State University, Open University, La Trinidad, Benguet,
Philippines/ ASIONG, CRISTABEL B. APRIL 2011

---

Awareness and Customer Satisfaction of the Compulsory Covered Self-employed of Pag-
IBIG Fund Baguio Branch. Benguet State University, Open University, La Trinidad, Benguet,
Philippines/ ASIONG, CRISTABEL B. APRIL 2011

---

BIOGRAPHICAL SKETCH


The researcher is a graduate of St. Louis
University with degree of Bachelor of Science in
Commerce major in Financial Management. She
also has six education units in the same school due
to her passion in teaching.
She finished her secondary education at St. Theresita’s High
School,Labueg Kapangan Benguet and her elementary education at
Quirino Elementary School, Irisan Baguio city.

She is the daughter of Mrs. Carlita Velaque Babsa-ay, from
Kapangan Benguet and Andres Tolero Asiong from Irisan Baguio City.She
is the fourth among the seven siblings and was born on December 18,
1987.

She is currently working at Pag-IBIG Fund Baguio Branch under
the agency DBP-SC assuming the position of Members Services Officer III
of the Marketing and Enforcement Division.








Awareness and Customer Satisfaction of the Compulsory Covered Self-employed of Pag-
IBIG Fund Baguio Branch. Benguet State University, Open University, La Trinidad, Benguet,
Philippines/ ASIONG, CRISTABEL B. APRIL 2011

---

Document Outline

• CRISTABEL B. ASIONG
  • Awareness and Customer Satisfaction ofthe Compulsory Covered Self-employed of Pag-IBIG Fund Baguio Branch
    • BIBLIOGRAPHY
    • ABSTRACT
    • INTRODUCTION
    • REVIEW OF LITERATURE
    • METHODOLOGY
    • RESULTS AND DISCUSSION
    • SUMMARY, CONCLUSIONS AND RECOMMENDATIONS
    • LITERATURE CITED
    • APPENDICES
    • BIOGRAPHICAL SKETCH

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