Table 1

Profile of the Respondents in Terms of Age

Age in Years Frequency Percent Rank

Below 20 53 13.8 2
20 - 29 245 63.6 1
30 - 39 51 13.2 3
40 - 49 28 7.3 4
50 and above 8 2.1 5
Total 385 100

Table 1 depicts the profile of the customers of courier services in Siquijor in

terms of age. The data shows that out of 385 respondents, 53 or (13.8%) are below 20

years old, while 245 or (63.6%) are 20 to 29 years old and the age bracket of 30 to 39

years old has 51 respondents (13.2%) belong. Subsequently, 28 or (7.3%) were aging

40 to 49. Moreover, 8 or (2.1%) are 50 years old and above. The majority of the

respondents are between the ages of 20 and 29.

Table 2

Profile of the Respondents in Terms of Sex

Sex Frequency Percent Rank

Male 156 40.5 2
Female 229 59.5 1
Total 385 100

Table 2 portrays the profile of the customers of courier services in Siquijor in

terms of sex which shows that females outnumber men by 59.5% to a frequency of

229 compared to 40.5% to a frequency of 156 for males. It shows that majority of the
customers are predominantly female. This means that courier services in Siquijor

must attract more male.

Table 3

Profile of the Respondents in Terms of Nature of Employment

Nature of Frequency Percent Rank

Employment
employed 120 31.2 2
self-employed 89 23.1 3
unemployed 176 45.7 1
Total 385 100

Table 3 reflects the profile of the customers of courier services in Siquijor in

terms of their nature of employment. Out of 385 respondents, there are 120 or

(31.2%) who are employed; 89 or (23.1%) who are self-employed; and 176 or

(45.7%) who are unemployed. The result indicates that unemployed customers have

the highest frequency. This, however, still implies that majority of the respondents are

those who are employed with a combined percentage of 54.3%.

Table 4

Profile of the Respondents in Terms of Estimated Monthly Income

Estimated Monthly Frequency Percent Rank

Income in Peso (PhP)
below 5 000 179 46.5 1
5 000 – 10 000 117 30.4 2
11 000 – 16 000 29 7.5 4
17 000 – 22 000 17 4.4 5
23 000 and above 43 11.2 3
 Total 385 100

Table 4 depicts the profile of the customers of courier services in Siquijor in

terms of their estimated monthly income. The data shows that out of 385 respondents,

majority of the customers are those with estimated monthly income of PhP 10 000 and

below having a frequency of 296 or (76.9%). Followed by those whose income

starting from PhP 23 000 and above. Moreover, 29 or (7.5%) having income between

PhP 11 000–16 000. Lastly, income between PhP 17 000–22 000 has the lowest

frequency of 17 or (4.4%).

Table 5

The Extent of Implementation of TQM Practices On the Courier Services Industry in

Siquijor On Reliability

Reliability Mean Verbal Rank

Interpretation
There is a package detail 4.35 Agree 3
There is a name of the sender and the 4.39 Agree 2
receiver
There is a delivery address of the customer 4.40 Agree 1
Courier services deliver the parcel on time 3.97 Agree 9
Courier services make sure that the parcel 4.10 Agree 6
tracking status is updated to customer
Courier services inform or call when they are 4.07 Agree 8
going to deliver the parcel or pick-up by the
customer
Courier services make sure they have an 4.09 Agree 7
active contact detail
Courier services delivers the actual parcel to 4.22 Agree 4
the customer
Courier services delivers the parcel in good 4.15 Agree 5
condition
Composite Mean 4.19 Agree
Legend:
4.51 – 5.00 Strongly Agree (SA) Fully Implemented
3.51 – 4.50 Agree (A) Implemented
 2.51 – 3.50 Neutral (N) Fairly Implemented
1.51 – 2.50 Disagree (D) Poorly Implemented
1.00 – 1.50 Strongly Disagree (SD) Not Implemented

Table 5 exhibits the extent of implementation of TQM practices on the courier

services industry in Siquijor on reliability. According to the statistics shown above,

the respondents agree with each of the nine items. There is a delivery address of the

customer has the highest mean of 4.40. There is a name of the sender and the receiver

follows, with a mean of 4.39, and courier services deliver the parcel on time has the

lowest mean of 3.97.

The overall mean of 4.19 indicates that the extent of implementation of TQM

practices on the courier services industry in Siquijor on reliability is agree which also

suggests that it has been implemented.

Table 6

The Extent of Implementation of TQM Practices On the Courier Services Industry in

Siquijor On Responsiveness

Responsiveness Mean Verbal Rank

Interpretation
Courier service personnel provides prompt 4.10 Agree 1
service to customers
Courier service personnel is ready to help if 4.04 Agree 2
customers have a problem
Composite Mean 4.07
Legend:
4.51 – 5.00 Strongly Agree (SA) Fully Implemented
3.51 – 4.50 Agree (A) Implemented
2.51 – 3.50 Neutral (N) Fairly Implemented
1.51 – 2.50 Disagree (D) Poorly Implemented
1.00 – 1.50 Strongly Disagree (SD) Not Implemented

Table 6 portrays the extent of implementation of TQM practices on the courier

services industry in Siquijor on responsiveness. Customers agree that courier service

personnel provide prompt service to customers; and courier service personnel is ready

to help if customers have a problem having their mean of 4.10 and 4.04.

The composite mean in the aforementioned table is 4.07. This implies that the

respondents agree on the extent of implementation of TQM practices on the courier

services industry in Siquijor on responsiveness which also suggests that it has been

implemented.

Table 7

The Extent of Implementation of TQM Practices On the Courier Services Industry in

Siquijor On Assurance

Assurance Mean Verbal Rank

Interpretation
Courier service personnel wears uniform and 3.91 Agree 3
identification card when delivering the parcel
Courier service personnel uses safety 4.08 Agree 1
vehicles for the parcel
Courier services warehouse is well managed 3.99 Agree 2
Composite Mean 3.99 Agree
Legend:
4.51 – 5.00 Strongly Agree (SA) Fully Implemented
3.51 – 4.50 Agree (A) Implemented
2.51 – 3.50 Neutral (N) Fairly Implemented
1.51 – 2.50 Disagree (D) Poorly Implemented
1.00 – 1.50 Strongly Disagree (SD) Not Implemented

Table 7 reveals the extent of implementation of TQM practices on the courier

services industry in Siquijor on assurance. The respondents agree that courier service

personnel wears uniform and identification card when delivering the parcel; courier

service personnel uses safety vehicles for the parcel; and courier services warehouse

is well managed respectively having their mean of 3.91, 4.08 and 3.99.
 The table above has a composite mean of 3.99, agree. This also suggests that

the extent of implementation of TQM practices on the courier services industry in

Siquijor on assurance is being implemented.

Table 8

The Extent of Implementation of TQM Practices On the Courier Services Industry in

Siquijor On Empathy

Empathy Mean Verbal Rank

Interpretation
Courier service personnel is committed in all 4.10 Agree 3
service activities
Courier service personnel understands the 4.18 Agree 1
concerns of the customer
Courier service personnel prioritize customer 4.12 Agree 2
over their personal concerns
Composite Mean 4.13 Agree
Legend:
4.51 – 5.00 Strongly Agree (SA) Fully Implemented
3.51 – 4.50 Agree (A) Implemented
2.51 – 3.50 Neutral (N) Fairly Implemented
1.51 – 2.50 Disagree (D) Poorly Implemented
1.00 – 1.50 Strongly Disagree (SD) Not Implemented

Table 8 presents the extent of implementation of TQM practices on the courier

services industry in Siquijor on empathy. The customers agree with the items to wit:

courier service personnel are committed in all service activities; courier service

personnel understand the concerns of the customer; and courier service personnel

prioritize customer over their personal concerns with their respective mean of 4.10,

4.18, 4.12, and their overall mean of 4.13 which also suggests that the extent of

implementation of TQM practices on the courier services industry in Siquijor on

empathy has been implemented.

 Table 9

The Customers Level of Satisfaction with Courier Services On Security and Safety

Security and Safety Mean Verbal Rank

Interpretation
Items are securely packed 4.35 Satisfied 1
Courier services personnel has identification 4.08 Satisfied 2
card and uniforms to make customer feel
safe
Warehouse is well-equipped with security 4.06 Satisfied 3
personnel/security cameras
Composite Mean 4.16 Satisfied
Legend:
4.51 – 5.00 Very Satisfied
3.51 – 4.50 Satisfied
2.51 – 3.50 Fairly Satisfied
1.51 – 2.50 Unsatisfied
1.00 – 1.50 Very Unsatisfied

Table 9 presents the customers level of satisfaction with courier services on

security and safety. Customers are satisfied that items are securely packed; courier

services personnel have identification card and uniforms to make customer feel same;

and warehouse is well-equipped with security personnel/security cameras respectively

having their mean of 4.35, 4.08 and 4.06.

The table above also shows that the customers level of satisfaction with

courier services on security and safety has an overall mean of 4.01 which is satisfied.

Table 10

The Customers Level of Satisfaction with Courier Services On Tracking and Tracing

Tracking and Tracing Mean Verbal Rank

Interpretation
Courier services always update their 4.16 Satisfied 2
customers to make sure they know the
location of their parcel and the time of
delivery
Courier services provide and internet-based 4.22 Satisfied 1
tracking number for easier tracking and
 tracing of items/parcel
Composite Mean 4.19 Satisfied
Legend:
4.51 – 5.00 Very Satisfied
3.51 – 4.50 Satisfied
2.51 – 3.50 Fairly Satisfied
1.51 – 2.50 Unsatisfied
1.00 – 1.50 Very Unsatisfied

Table 10 stands the customers level of satisfaction with courier services on

tracking and tracing. The item courier services always update their customers to make

sure they know the location of their parcel and the time of delivery has a mean of 4.16

which is a bit lower than the item courier services provide and internet-based tracking

number for easier tracking and tracing of items/parcel with a mean of 4.22, however,

customers were satisfied with both.

The aforementioned table has a composite mean of 4.18. This means that the

customers level of satisfaction with courier services on tracking and tracing is

satisfied.

Table 11

The Customers Level of Satisfaction with Courier Services On Pricing (Shipping)

Pricing (Shipping) Mean Verbal Rank

Interpretation
The price set is standard according to the 4.25 Satisfied 2
weight of the item or parcel
The price set is standard according to the 4.29 Satisfied 1
distance of shipment
Composite Mean 4.27 Satisfied
Legend:
4.51 – 5.00 Very Satisfied
3.51 – 4.50 Satisfied
2.51 – 3.50 Fairly Satisfied
1.51 – 2.50 Unsatisfied
1.00 – 1.50 Very Unsatisfied
 Table 11 reveals the customers level of satisfaction with courier services on

pricing (shipping). The price set is standard according to the weight of the item or

parcel with a mean of 4.25, satisfied; and the price set is standard according to the

distance of shipment with a mean of 4.29, satisfied, has an overall mean of 4.27 in

which the customers level of satisfaction with courier services on pricing (shipping) is

satisfied.

Table 12

Summary of Multiple Regression Analyses of the Extent of Implementation of TQM

Practices and Customer Satisfaction On Security and Safety

P- Level of
Decisio
Variable F R R2 valu significanc Remarks
n
e e

142.07 .52 .27 Reject Significan

Reliability .000 .05
7 0 1 Ho t

Responsivenes 126.90 .49 .24 Reject Significan

.000 .05
s 1 9 9 Ho t
234.27 .61 .38 Reject Significan
Assurance .000 .05
5 6 0 Ho t
155.78 .53 .28 Reject Significan
Empathy .000 .05
7 8 9 Ho t

Value of R: Strength of Relationship:

± 0.50 to ± 1.0 strong relationship
± 0.30 to ± 0.49 moderate relationship
± 0.10 to ± 0.29 weak relationship
± 0.01 to ± 0.09 very weak relationship

Table 12 shows the summary of multiple regression analyses of the extent of

implementation of TQM practices and customer satisfaction on security and safety. It

can be gleaned from the table that the multiple correlation coefficient (R) 0.520,
0.616, and 0.538 imply a strong level of prediction while coefficient (R) 0.499 implies

a moderate level of prediction. These coefficient of determination (R 2) values of

0.271, 0.380, 0.289, and 0.249 indicate that 27.1%, 38%, 28.9%, and 24.9% in the

variances of customers’ satisfaction is explained by the implementation of TQM

practices. As evidenced by the F-value of 142.077, 234.275, 155.787, and 126.901

with all having a p-value 0.000 the overall multiple regression model is a good fit for

the data. This finding implies that the implementation of TQM practices can

significantly predict customers’ satisfaction on security and safety.

Table 13

Summary of Multiple Regression Analyses of the Extent of Implementation of TQM

Practices and Customer Satisfaction On Tracking and Tracing

P- Level of
Decisio
Variable F R R2 valu significanc Remarks
n
e e

168.95 .55 .30 Reject Significan

Reliability .000 .05
4 3 6 Ho t

Responsivenes 153.20 .53 .28 Reject Significan

.000 .05
s 4 5 6 Ho t
125.42 .49 .24 Reject Significan
Assurance .000 .05
6 7 7 Ho t
157.17 .53 .29 Reject Significan
Empathy .000 .05
1 9 1 Ho t

Value of R: Strength of Relationship:

± 0.50 to ± 1.0 strong relationship
± 0.30 to ± 0.49 moderate relationship
± 0.10 to ± 0.29 weak relationship
± 0.01 to ± 0.09 very weak relationship

Table 13 shows the summary of multiple regression analyses of the extent of

implementation of TQM practices and customer satisfaction on tracking and tracing.

It can be gleaned from the table that the multiple correlation coefficient (R) 0.553,

0.535, and 0.539 imply a strong level of prediction while coefficient (R) 0.497 implies

a moderate level of prediction. These coefficient of determination (R 2) values of

0.306, 0.286, 0.291, and 0.247 indicate that 30.6%, 28.6%, 29.1%, and 24.7% in the

variances of customers’ satisfaction is explained by the implementation of TQM

practices. As evidenced by the F-value of 168.954, 153.204, 157.171, and 125.426

with all having a p-value 0.000 the overall multiple regression model is a good fit for

the data. This finding implies that the implementation of TQM practices can

significantly predict customers’ satisfaction on tracking and tracing.

Table 14

Summary of Multiple Regression Analyses of the Extent of Implementation of TQM

Practices and Customer Satisfaction On Pricing (Shipping)

P- Level of
Decisio
Variable F R R2 valu significanc Remarks
n
e e

107.22 .46 .21 Reject Significan

Reliability .000 .05
4 8 9 Ho t

Responsivenes .45 .20 Reject Significan

97.338 .000 .05
s 0 3 Ho t
.42 .18 Reject Significan
Assurance 86.303 .000 .05
9 4 Ho t
102.62 .46 .21 Reject Significan
Empathy .000 .05
2 0 1 Ho t

Value of R: Strength of Relationship:

± 0.50 to ± 1.0 strong relationship
± 0.30 to ± 0.49 moderate relationship
± 0.10 to ± 0.29 weak relationship
± 0.01 to ± 0.09 very weak relationship
 Table 14 shows the summary of multiple regression analyses of the extent of

implementation of TQM practices and customer satisfaction on pricing (shipping). It

can be gleaned from the table that the multiple correlation coefficient (R) 0.468,

0.450, 0.429 and 0.460 imply a moderate level of prediction. These coefficient of

determination (R2) values of 0.219, 0.203, 0.184, and 0.211 indicate that 21.9%,

20.3%, 18.4%, and 21.1% in the variances of customers’ satisfaction is explained by

the implementation of TQM practices. As evidenced by the F-value of 107.224,

97.338, 86.303 and 102.622 with all having a p-value 0.000 the overall multiple

regression model is still a good fit for the data. This finding implies that the

implementation of TQM practices can significantly predict customers’ satisfaction on

pricing (shipping).

Table 15

Chi-Square Test Results Between the Profile of Respondents in Terms of Age and

Their Perception On TQM Practices On the Courier Service Industry in Siquijor

TQM Chi- Degrees P- Alpha Decision Remarks

Practices square of value
Value Freedom
Reliability 16.714 16 .404 .05 Failed to Insignificant
Reject Ho
Responsiveness 23.590 16 .099 .05 Failed to Insignificant
Reject Ho
Assurance 8.459 16 .934 .05 Failed to Insignificant
Reject Ho
Empathy 24.900 16 .072 .05 Failed to Insignificant
Reject Ho
 Table 15 shows that all TQM Practices: Reliability ( = 16.714),

Responsiveness ( =23.590), Assurance ( = 8.459), and Empathy ( = 24.900) have

P-value greater than the alpha at 0.05. There is no sufficient evidence to reject the

null hypothesis. Therefore, there is no significant relationship between the age of the

respondents and their perception on TQM practices on the courier service industry in

Siquijor.

Table 16

Chi-Square Test Results Between the Profile of Respondents in Terms of Sex and

Their Perception On TQM Practices On the Courier Service Industry in Siquijor

TQM Chi- Degrees P- Alpha Decision Remarks

Practices square of value
Value Freedom
Reliability 10.375 4 .035 .05 Reject Ho Significant
Responsiveness 10.549 4 .032 .05 Reject Ho Significant
Assurance 8.051 4 .090 .05 Failed to Insignificant
Reject Ho
Empathy 14.704 4 .005 .05 Reject Ho Significant

Table 16 presents one of the TQM Practices: Assurance ( = 8.051) has a P-

value greater than the alpha at 0.05. There is no sufficient evidence to reject the null

hypothesis. Therefore, there is no significant relationship between the sex of the

respondents and their perception on TQM practices on assurance on the courier

service industry in Siquijor.

On the other hand, Reliability ( = 10.375), Responsiveness ( = 10.549), and

Empathy ( = 14.704) have P-value of 0.035, 0.032, and 0.005 which are less than

the level of significance. There is sufficient evidence to reject the null hypothesis.
Therefore, there is a significant relationship between the sex of the respondents and

their perception on TQM practices on reliability, responsiveness, and empathy on the

courier service industry in Siquijor.

Table 17

Chi-Square Test Results Between the Profile of Respondents in Terms of Nature of

Employment and Their Perception On TQM Practices On the Courier Service

Industry in Siquijor

TQM Chi- Degrees P- Alpha Decision Remarks

Practices square of value
Value Freedom
Reliability 8.896 8 .351 .05 Failed to Insignificant
Reject Ho
Responsiveness 11.721 8 .164 .05 Failed to Insignificant
Reject Ho
Assurance 6.425 8 .600 .05 Failed to Insignificant
Reject Ho
Empathy 5.354 8 .719 .05 Failed to Insignificant
Reject Ho

Table 17 shows that all TQM Practices: Reliability ( = 8.896),

Responsiveness ( =11.721), Assurance ( = 6.425), and Empathy ( = 5.354) have

P-value greater than the alpha at 0.05. There is no sufficient evidence to reject the

null hypothesis. Therefore, there is no significant relationship between the nature of

employment of the respondents and their perception on TQM practices on the courier

service industry in Siquijor.

 Table 18

Chi-Square Test Results Between the Profile of Respondents in Terms of Estimated

Monthly Income and Their Perception On TQM Practices On the Courier Service

Industry in Siquijor

TQM Chi- Degrees P- Alpha Decision Remarks

Practices square of value
Value Freedom
Reliability 20.100 16 .216 .05 Failed to Insignificant
Reject Ho
Responsiveness 18.307 16 .306 .05 Failed to Insignificant
Reject Ho
Assurance 12.959 16 .676 .05 Failed to Insignificant
Reject Ho
Empathy 12.785 16 .688 .05 Failed to Insignificant
Reject Ho

Table 18 shows that all TQM Practices: Reliability ( = 20.100),

Responsiveness ( =18.307), Assurance ( = 12.959), and Empathy ( = 12.785)

have P-value greater than the alpha at 0.05. There is no sufficient evidence to reject

the null hypothesis. Therefore, there is no significant relationship between the

estimated monthly income of the respondents and their perception on TQM practices

on the courier service industry in Siquijor.