Chapter 3

Results and Discussion

This chapter is to be discussed the results of data collected through survey

around in the San Beda University Manila Campus and to include around Mendiola

area. 96 people were to answer this survey in order to satisfy our research objectives

and to determine what show on what consumers consider in selecting a retail format. It

consists of five questions to give us enough information in consumer’s perspective in

selecting retail format for convenience store and what factors on they agree on what

consumers consider in selecting a retail format

Table 1.0

What packages are offered by the store to their clients?

Packages offered by 7-11 Frequency Percentage

Buy one take one offers 63 65%

Loyalty Membership 10 10%

Combo Meals 18 20%

Sales Discount 5 5%

Total 96 100%

This table shows that most of the respondents around San Beda University

Manila campus and around Mendiola checked the buy one take one offers with a
percentage of 65%. Combo meals take 2nd place with a percentage of 20% and the 3 rd

place is loyalty membership with 10% and sales discount came in last with 5%.

Table 2.0

2. How do the store crew relate to their clients?

Approaches Mean Verbal Interpretation

Store crew assistance 3.34 Somewhat Satisfied

Over assistive store crew 2.90 Somewhat Satisfied

Entertained by store clerks 3.51 Very Satisfied

Store ethics ( Good Behavior) 2.97 Somewhat Satisfied

This table shows how do the store crew relate to their clients. The store crew

assistance gained an unsighted mean of 3.34 which means respondents are somewhat

satisfied on it. Over assistive store crew gained an unsighted mean of 2.90 which

means respondents or somewhat satisfied on it. Entertained by store clerks gained an

unsighted mean of 3.51 which means respondents are very satisfied on it and store

ethics gained an unsighted mean of 2.97 which means respondents are somewhat

satisfied on it.

Table 3.0

To what extent does the store satisfy the needs of the clients.

Store Satisfaction Mean Verbal Interpretation

Store hours are convenient 3.20 Somewhat Satisfied

 for my shopping needs.
Store atmosphere and 3.16 Somewhat Satisfied
decor are appealing
Advertised merchandise 3.70 Very Satisfied
was in stock.
Quality of the customer 3.51 Very satisfied
service

This table shows what extent does the store satisfy the needs of the clients. The

Store hours are convenient for my shopping needs gained an unsighted mean of 3.20

which means respondents are somewhat satisfied on it. Store atmosphere and decor

are appealing gained an unsighted mean of 3.16 which means respondents or

somewhat satisfied on it. Advertised merchandise was in stock gained an unsighted

mean of 3.70 which means respondents are very satisfied on it and Quality of the

customer service gained an unsighted mean of 3.51 which means respondents are very

satisfied on it

Table 4.0

What are the problems encountered by the buyers in a retail store?

Problems encountered in Frequency Percentage

the store
Higher Price Range 68 70%

Quality of the merchandise 5 5%

Busy employees to respond 13 15%

to the customers
Store Transactions 10 10%

Total 96 100%
 This table shows that most of the respondents around San Beda University

Manila campus and around Mendiola checked the higher price range with a percentage

of 70%. Busy employees to respond to the customers take 2 nd place with a percentage

of 15% and the 3rd place is quality of the merchandise with 5% and store transactions

came in last with 5%. This means Bedans always check for the price range of the

product they want to buy than the quality of the merchandise.

Table 5.0

. What are the solutions to their problems?

Solution to the Problem Frequency Percentage

Online Feedbacks 8 8%

Comment Boxes 73 75%

Automitcally escalate cases 5 5%

with frustrated, high value
customers
Service Improvement 10 12%

Total 96 100%

This table shows that most of the respondents around San Beda University

Manila campus and around Mendiola checked the Comment Boxes with a percentage

of 75%. Service Improvement take 2nd place with a percentage of 12% and the 3rd place

is online feedbacks with 8% and automatically escalate cases with frustrated, high-value

customers came in last with 5%.