GROUP 14 Business Analytics Case Study on MERALCO: Improving Customer Satisfaction During the COVID-19 Pandemic

The business entity in the case study is Manila Electric Railroad and Light Company, commonly known as ______.

MERALCO

MERALCO has been distributing electricity in the Philippines since ______.

1903

MERALCO operates under the ______ industry.

energy

MERALCO provides electric power to homes, establishments, and businesses in Metro Manila and some ______.

provinces

MERALCO provides services such as meter reading, billing, customer support, and electrical facility ______.

maintenance

MERALCO serves approximately ______ cities and 75 municipalities.

25

During the COVID-19 pandemic, MERALCO experienced customer ______.

dissatisfaction

One major problem was the sudden increase in electricity ______.

billing

Higher electricity ______ also contributed to customer concerns.

consumption

The pandemic also caused an increase in customer ______.

complaints

MERALCO gathered public opinion through ______ to identify factors affecting customer satisfaction.

surveys

The surveys were distributed through different ______ media platforms.

social

The main business problem was the decline in customer ______ during the COVID-19 pandemic.

satisfaction

Lockdown restrictions prevented MERALCO from conducting frequent ______ readings.

meter

Because of limited meter readings, electricity bills were based on ______ consumption.

estimated

Customers referred to unexpectedly high bills as “bill ______.”

shock

Work-from-home arrangements and stay-at-home orders changed electricity ______.

usage

Changes in electricity usage increased concerns about billing ______.

accuracy

The study focused on survey data from ______ MERALCO customers.

529

The survey was conducted during the COVID-19 ______.

pandemic

The researchers used an online ______ to collect customer responses.

questionnaire

The survey was shared on Facebook, Twitter, Instagram, and ______.

Viber

The survey contained ______ questions.

49

Each survey question was rated using a ______-point Likert scale.

5

The survey measured factors such as reliability, assurance, tangibility, empathy, and ______.

responsiveness

The survey also measured service ______.

cost

Demographic information included gender, age, occupation, and monthly ______.

income

The dataset with 529 completed responses was considered ______-sized.

medium

The researchers used Structural Equation Modeling, or ______, to identify factors affecting satisfaction.

SEM

The main type of analytics used in the study was ______ Analytics.

Descriptive

Descriptive Analytics focused on understanding how customers ______ about MERALCO's services.

felt

Descriptive statistics included frequencies, percentages, averages, and standard ______.

deviations

Structural Equation Modeling was used to examine how different aspects of service quality were connected to customer ______.

satisfaction

The researchers created tables summarizing demographic details, statistics, path analysis, reliability and validity checks, and model ______.

fit

The study did not use interactive ______.

dashboards

The KPIs focused on customer satisfaction and service ______.

quality

One KPI examined in the study was ______.

reliability

Another KPI was ______.

assurance

Another KPI was ______.

tangibility

Another KPI was ______.

empathy

Another KPI was ______.

responsiveness

Another KPI was service ______.

cost

Another KPI was customer ______.

expectation

Another KPI was energy ______.

consumption

Another KPI was perceived ______.

performance

Another KPI was ______.

confirmation

The final KPI was overall customer ______.

satisfaction

The researchers used a ______ showing where MERALCO operates.

map

The research framework and SEM relationships were shown through conceptual ______.

diagrams

The analysis found that ______ was one of the key factors affecting customer satisfaction.

reliability

Another major factor affecting satisfaction was service ______.

cost

The third major factor highlighted in the outcome was ______.

responsiveness

Business Analytics helped MERALCO improve its ______ process.

billing

The company strengthened employee responsiveness and ______ based on survey findings.

empathy

The data-driven improvements helped decrease customer dissatisfaction and ______.

complaints

Business Analytics allowed management to make better and more ______ decisions.

informed

The case study did not provide specific numerical results or performance ______.

percentages

The study concluded that even a medium-sized dataset can reveal important factors using the right analytical ______.

method

The case emphasized ______-based problem solving rather than guesswork.

evidence

The study showed that foundational ______ Analytics can deliver actionable business value.

descriptive

Without analytics, MERALCO might have implemented ______ fixes instead of addressing the actual causes.

generic