Chapter 3 Research methodology This chapter will show the methods that were used to conduct the study

entitled Customer Satisfaction in National Museum of the Philippine. This chapter will also discuss the research design, participants of the study, instrumentation, data gathering procedure and the date analysis that was used in the study. Research design In this study, a descriptive research method was used to be able to determine the answer in the statement of the problem and hypothesis made by the proponents. It referred to as what can be applied to the type of research question, design, and data analysis in a given topic (EACT, 2001). The proponents used quantitative research method in the study. Quantitative research method was used to be able to identify the findings that will be expressed through numbers or mathematical expression (Business Dictionary, 2013) which is the gathering of the data that will help the proponent to assess the Customers Satisfaction in the National Museum using a survey method that is applicable to quantitative method of this study. Survey methods from the subset of population that will help determine the data or the populations assessment (Statistics and Probability Dictionary, 2013). It will help to determine the satisfaction of the guest in the National Museum. The proponent also used an evaluative research in this study. Evaluative research was used to assess the impact of the respondents towards the performance of the National Museum. It is a continuous process of gathering of information which needs a feedback in the process used. (The free Dictionary, 2013) Participants of the Study The respondents were the tourists that visit the museum. In selecting the respondents in the National Museum, the proponents made use of a simple random sampling in order to assess the satisfaction of the museum. Using the Krejcie & Morgan (1970) Sample Size Table the proponents come up with a number of 377 sample to be the respondents that will assess the customer satisfaction in the museum.

Instrumentation The research involves questionnaire, which is very important instrument to make so that it would gather information. The questionnaire is designed in Likert Scale a psychometric scale that is commonly involved in research which has a questionnaires

(Wikipedia, 2013). The Survey questionnaire has two parts; the first part is Profile of the respondents which consist of the age, gender, marital status, and educational attainment. The second part is consisting of 5 needs of Customer (Service, Action, Quality, Appreciation, Price) towards to the staff of National Museum. This method will help to answer the hypothesis of the study and will be helpful to the Proponents to identify if the National Museum give the Quality of Service to the Customers based on 5 needs of Customers and come up with a proposed enhancement of Customer Service. In this survey, the proponents used a 5-point Likert scale since the choices are provided to answer the questions. These 5 choices are from 5-1 of Very satisfied, Satisfied, Neutral/Not sure, Dissatisfied, Very dissatisfied. The item scores were summed for total score.

Data Gathering and Procedure In order to conduct this assessment, the proponents first sent a letter as a waiver to the National museum of the Philippines to conduct a survey research. Secondly, the proponents had an ocular observation and had a background research about National Museum of the Philippines. The proponents waited for the confirmation of the letter.

The third process was making a questionnaire which is based on Harris theory (the 5 needs of customer). The proponents also gathered some ideas from dissertations, books, websites and the proponents personal ideas that will help them in creating a questionnaire. The survey questionnaires will be check by the chosen adviser of the proponents. After this process, the surveys will be handed to the target number of visitors who will visit the National Museum of the Philippines and will patiently wait for their honest response and calculate the frequency which will help the proponents to come up with an output the enhancement of customer satisfaction in the museum. The proponents will also conduct documentation according to the experiences in National Museum of the Philippines.

Statistical Measurement

Range and Interpretation For the answers of the tourists that visits the museum, the following ranges were used to interpret the result of statistical statement and asses the customer satisfaction through Harris Theory. Ranks 5 4 3 2 1
Ranking A ranking is a relationship between a set of items such that, for any two items, the first is either 'ranked higher than', 'ranked lower than' or 'ranked equal to' the second. In mathematics, this is known as a weak order or total preorder of objects. It is not necessarily a total order of objects because two different objects can have the same ranking. (Wikipedia, 2013)

Rating 4.5-5.00 (81%-100%) 3.5- 4.49 (61%-80%) 2.5- 3.49 (41- 60%) 1.5-2.49 (21%-40%) 1.0-1.49 (1%- 20%)

Interpretation
Very satisfied Satisfied Neutral Not Satisfied Not Very Satisfied

Frequency
Frequency is the number of occurrences of a repeating event per unit time. It is also referred to as temporal frequency. The period is the duration of one cycle in a repeating event, so the period is the reciprocal of the frequency. (Wikipedia, 2013) Weighted Mean

According to Investopedia weighted mean or also called as weighted average is an average in which each quantity to be averaged is assigned a weight. These weightings determine the relative importance of each quantity on the average. Weightings are the equivalent of having that many like items with the same value involved in the average. To calcute weigthed mean the formula is

Where:
WM- Weigthed Mean TA- Total Amount N- Totatl number of population

Descriptive Statistics Descriptive statistics is the discipline of quantitatively describing the main features of a collection of information, or the quantitative description itself. Descriptive statistics are distinguished from inferential statistics (or inductive statistics), in that descriptive statistics aim to summarize a sample, rather than use the data to learn about the population that the sample of data is thought to represent. This generally means that descriptive statistics, unlike inferential statistics, are not developed on the basis of probability theory. (Wikipedia, 2013)