Stakeholders' satisfaction survey for PNOC EC [Philippine National Oil Company Exploration Corporation ] CY [Calendar Year] 2017

This report explains the findings of the satisfaction study conducted to determine level of satisfaction of all PNOC EC stakeholders on the conduct of projects being explored, developed and implemented by the company. Specifically, it aimed to: 1.quantify the overall and the stakeholder specific satisfaction level per business activity (petroleum exploration, coal exploration and production, and port services); 2.determine the factors and relationships affecting stakeholder satisfaction; 3.determine the progress or change in the level of satisfaction of stakeholders from the previous survey (2015 and 2016); and 4.identify opportunities for improvement to enhance stakeholders' satisfaction. In this study, satisfaction refers to the act of fulfilling the needs and managing expectations of the stakeholders in relation o their organization's mission and mandate (Market and Opinion Research Institute, 2004). Based on the said research, there are several key drivers hat affect the satisfaction of stakeholders and customers to the service provided by company or institution. Four drivers were considered in this study. These are: 1.delivery and quality of services; 2.staff attitude and professionalism; 3.transparency to stakeholders and, 4.office/project operations and environment. To measure the stakeholders' satisfaction, several statements were rated by the respondents. The sample of his study was derived from the population of all PNOC EC stakeholders. There are eight categories of PNOC EC stakeholders namely: ESB, COC 122, SC 37, COC 41, COCs 185 and 186, DOE as a regulatory agency, PNOC as a holding company and JV Partners. From the list, a total of 2103 stakeholders served as population of the survey. Fifty-three of which were completely enumerated while 2061 served as the universe of the sampling procedure. Stratified random sampling was done to account for the high differences in the number of stakeholders across categories. With 95% confidence about the survey results and 4% error allowed, the theoretical sample size was 401 stakeholders. Upon stratification, proportional allocation was done across stakeholder groups along with the additional list provided by the management. The actual number of respondents is 440 out of the 2103 total number of stakeholders, and per stakeholder group as follows: ESB in Batangas (53), COC 122 (85) and SC 37 (25) in Isabela, COC 41 (152) and COC 185 and 186 (97) in Zambaonga Sibugay, POC (11) DOE (12) and JV Partners in Metro Manila [Philippines] (5). Qualitative and quantitative data to capture the areas for improvement (objective number 4) were recorded and transcribed with the consent of the respondents. Otherwise, highly trained faculty and research assistants carefully took note of their responses. The methods used to collect the data were census or complete enumeration and sampling via interview schedule. The questionnaire's validity and reliability has been established in 2016 using Cronbach Alpha Standardized Coefficient (90%-99% acceptable coefficient). In 2016, the instruments was found to be 94.65% reliable implying the stability of the questionnaire thus pre-testing was no longer necessary for this year and upcoming year. Data collection started in October 23 and ended in December 5, 2017. Data encoding followed right after the data collection while the preliminary report was drafted from December 18, 2017 to February 16, 2018. A coding manual and database entry using EPI INFO version 7.2 were used. Frequency counts were done to compute median ratings. Results showed that the median rating PNO EC's overall performance (2017) based on key drivers is 4.52 or 'Excellent' with driver 1.delivery of services and programs; driver 2.staff attitude and professionalism; and driver 3.transparency to partners rated as 'Excellent' or 4.54, 5 and 4.5 respectively. Among the eight stakeholder groups, only DOE and COC 185 and 186 gave PNOC EC a rating of 4 and 4.25 or 'Very Good'. Consistently, through the years (from 2015 to 2017), Driver 2 staff attitude and professionalism remains the top driver affecting the overall rating of PNOC EC as an organization. Furthermore, to compare the overall ratings for the last three years the Kruskal Wallis test was utilized to compare median ratings of the three years per statement in the driver. Therefore, the study concludes that the overall satisfaction rating of PNOC EC for CY 2017 is 4.52 or Excellent or Highly Satisfactory as validated by the Kruskal Wallis test and the findings of the influential factors on satisfaction ratings using ordinal regression analysis. Qualitative supporting statements were generated and analyzed to contextualize the quantitative data measured using statistical tools mentioned. The said qualitative data are valuable to PNOC EC to sustain its consistently highly satisfactory or excellent ratings in the last three years. The said data will be utilized to form part of the continual improvement efforts of PNOC EC and as part of its commitment to quality and service excellence in delighting their various stakeholders across various operations. And thus realize its vision to be the leading energy exploration and production company in the Philippines and contribute to national development.