Evaluating the Awareness of Sales Ladies on Customer Service Etiquettes in Relation to the Customer Satisfaction in Me & City Shoppers Mall and Lucky Seven General Merchandise at Balayan, Batangas

Abstract

INTRODUCTION

In every business, there are different customer service etiquettes which are needed to be followed by the sales ladies and there is also the customer satisfaction which has an important role in the continuous growth of the business. This study was conducted to evaluate the relationship between the awareness of sale ladies and customer satisfaction of Me & City and Lucky Seven, to determine the customer service etiquettes of sales ladies and to know the effects of the sales ladies' awareness to customer satisfaction.

METHODS

Correlational and descriptive research designs were used to attain the purpose of the study. Moreover, purposive and quota sampling were used in selecting the thirty-six (36) respondents involved in the study. Then, Five-point Likert Scale was used for the questionnaires in order to gather data. For computing the T-Test of Independent Sample Means, the researchers decided to use the Social Science Statistic (SSS) and the Pearson Product Moment Correlation for testing the relationship between the two variables.

RESULTS

Results of this study indicated that the customer service etiquettes of the salesladies of Me & City And Lucky Seven are aware of are being respectful, honest, work with customers with the most cheerful and pleasant disposition, communicate and assist customers well in any possible way, give answers to customer's questions related to the product that they are charged to sell, effectively resolve the customers' problem and remain at all times. The researchers found out that the p-value was 0.451112 with an interpretation of not significant since p>0.05 and p>0.10. The Pearson " ̃r' value was 0.92 in Me & City and 0.85 in Lucky Seven with an interpretation of both strong positive correlation therefore the null hypothesis was rejected.

DISCUSSIONS

The results indicated that there was a significant relationship between the awareness of salesladies and customer satisfaction in Me & City and Lucky Seven and there was no significant difference between the awareness of salesladies of Me & City and Lucky Seven on customer service etiquettes. Thus, the management should further enhance the awareness of their salesladies on customer service etiquettes and they may conduct trainings or seminars.