An Evaluation Towards Level of Customer Satisfaction of Junsha Water Refilling Station in #1030 P. Dela Cruz St., Caloocan City; Basis

Vol.4, No.1

Abstract

Junsha started their business on May 23, 2018. It is owned by Sharon Manango. They paid
attention to making it better and attracting many customers. At the water refilling station, they
are paying attention to improving the service quality and improving the water quality for
customer satisfaction. According to the owner of Junsha water refilling station, they focus on
the quality of their water and take care of their customers. Their service quality is also good
because the water is delivered well, the gallons used are new, and they are sealed so that
they do not come in contact with dust or anything. Customer satisfaction can really be seen
here because of the cleanliness of their quality water and their facilities.

The researchers found that the Junsha water refilling station customers were evaluated as
“very highly satisfied” with the service quality in terms of speed, price, quality of water, and
employee personality. There are several challenges encountered by the customers of
Junsha water refilling station that really affect the quality of their service, and one of those
challenges is a delay in the time of their delivery. The Junsha water refilling station should
provide some things in order to enhance its quality of service.

This study concludes that there is no significant difference in the assessment of the
satisfaction of water refilling stations in terms of speed, price, quality of water, and employee
personality. The recommendations that can be implemented to improve the quality of service
of a water refilling station are as follows: Ensure water quality: Make sure that the water is
clean and safe to drink by regularly testing the water quality and following proper sanitation
procedures. Train employees by providing training on proper handling, storage, and
sanitation procedures to ensure that they are knowledgeable and equipped to deliver high-
quality service. Provide excellent customer service. Train employees to be courteous and
helpful to customers and provide a comfortable and welcoming environment for customers to
purchase water. Offer convenient payment options. Offer multiple payment options, such as
cash, credit card, and online payments, to make it easier for customers to purchase water.
Promote sustainability. Use eco-friendly practices such as reducing plastic waste by
encouraging customers to bring their refillable containers. Keep equipment in good
condition. Regularly maintain and service equipment such as water dispensers and filtration
systems to ensure that they are in good working condition and provide quality water. By
implementing these recommendations, a water refilling station can improve its service
quality, enhance customer satisfaction, and increase customer loyalty.