Page 93 - Exhibit No. 3 Copies of Instructional Materials Actually Used

Attachment

ABSTRACT

This study 1s a pioneering attempt in underscoring the need
for a common customer satisfaction criterion and the consequent
possibility of maritime training centers being adjudged with a
standard satisfaction rating.

Owing to the absence of a standard customer satisfaction
survey instrument and standard measurement tools of analysis for
customer satisfaction data among maritime training centers and
their business clients, this study aimed to trial run customer
survey instrument and to provide measurement tool (quantitative)
using frequency count, percentage, weighted mean, ANOVA and Post
Hoc test and analysis (qualitative) of customer satisfaction
data with two-tier outcomes: 1) implications or Customer
relation management, and 2) proposal of a model on customer
satisfaction survey in maritime training centers. It employed
descriptive research design.

One training center is used as an object of investigation;
is client - agencies composed of crewing/manning companies in
the country were profiled using two categories (Active Accounts
and Lost Accounts) and were given corresponding sets of
questionnaire.

In analyzing the data, it is evident that generally, the
training provider has met most customers' requirements and
thus the above average level of customer Satisfaction. This
study has proven to generate statistically representative
results of the level of customer satisfaction of the client
provider through a framework of analysis based on the Proposed
Customer Satisfaction Survey Model for Maritime Training Center.

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Nursing Research I