UNIVERSITY OF PERPETUAL HELPGMA

Basic Education- Senior High School Department

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Basic Education- Senior High School Department

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u mer

Satisfaction and Preferred Type of Commerce

A Thesis
Presented to the
THE FACULTY
SENIOR HIGH SCHOOL DEPARTMENT
UNIVERSITY OF PERPETUAL HELP SYSTEM JONELTA GMA
San Gabriel,General Mariano Alvarez,Cavite

In Partial Fulfillment of
The Requirements for the course
PRACTICAL RESEARCH II

By

Alba, Chamberleigne Keith E.

Baylen, Jirah V.
Cayosa, Caylene M.
Daep, Alysza Ashley M.
Salud, Leia Claire D.
Ubas, Angelyn Rose M.

March 2020

RECOMMENDATION FOR ORAL EXAMINATION

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Basic Education- Senior High School Department

RECOMMENDATION FOR ORAL EXAMINATION

This thesis entitled “CONSUMER SATISFACTION AND PREFERRED TYPE OF

COMMERCE” prepared and submitted by Chamberleigne Keith E. Alba, Jirah V.

Baylen,Caylene M. Cayosa,Alysza Ashley M. Daep,Leia Claire D. Salud, Angelyn Rose M.

Ubas.,in partial fulfillment of the requirements for research ,has been examined and is

recommended for Oral Examination.

_________________________
MS. AIRA LUCAÑAS
Adviser

APPROVAL BY THE PANEL OF EXAMINERS

Approved by the Panel on Oral Examination with a grade of ____%

THESIS COMMITTEE

______________________
Christopher F. Sasot

______________________ ______________________
Katherine Kate R. Mercader Ramchelle Aive G. Quintano

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FINAL APPROVAL

Accepted and approved in partial fulfilment of the requirements for the subject Practical

Research II.

____________________
MR. DANTE F. FERRANCO
Senior High School Coordinator

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ACKNOWLEDGEMENT

We, the researchers,would like to express our deepest appreciation to the following
persons who contributed in making this research study successful and possible. First of all, we
would like to give thanks to our Almighty father God for the strength,courage and wisdom he
bestowed upon us,the peace of mind and good health in order to finish this research paper.
Also,we would like to give thanks and for the support and guidance of our research adviser Ms.
Aira Lucañas for her unending love and advices for our research group and for motivating us. To
our group whose members are Chamberleigne Keith E. Alba, Jirah V. Baylen,Caylene M.
Cayosa,Alysza Ashley M. Daep,Leia Claire D. Salud, Angelyn Rose M. Ubas for being
cooperative and sharing their knowledge to finish and complete the whole research paper. And
lastly, to our family who serves as our inspiration and strength to strive and continue

CKEA
JVB
CMC
AAMD
LCDS
ARMU

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Basic Education- Senior High School Department

DEDICATION

This research is dedicated to the parents, co-students, and advisers of the researchers

and to the University of Perpetual Help System GMA Campus. For our parents who supported us

to continue in the midst of trials faced during the preparation, For our co-students who was with

us during the preparation, accompanying us and giving us words of wisdom, to our advisers who

gave us knowledge and information for the betterment of this study.

CKEA
JVB
CMC
AAMD
LCDS
ARMU

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ABSTRACT

TITLE : CONSUMER SATISFACTION

AND PREFERRED TYPE OF COMMERCE

Researchers : Alba, Chamberleigne Keith E.

Baylen, Jirah V.

Cayosa, Caylene M.

Daep, Alysza Ashley M.

Salud, Leia Claire D.

Ubas, Angelyn Rose M.

Grade Level : Grade 12- Senior High School

School : University of Perpetual Help System-GMA Campus

Academic Year : 2019-2020

Adviser : MS. AIRA LUCAÑAS

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INTRODUCTION SUMMARY

Business has turned out to be a standout amongst the vital parts of our life and it has a big impact

nowadays. It is an activity where you can make money through producing or selling products and

services. Anyone who has potential to do so can succeed to get into the business world. There are

some factors that are needed to be considered in working in business especially in selling

products and services. The world is reliably having various changes, and one of this is what we

called modernization. This modernization results to the introduction of some advancements that

are helpful to any sort of day by day activities which affects the traditional way of things how it

works. Recently, trends are showing up persistently that influences individuals' choices towards

the things that are yet to occur. One of these are moved and changed the world’s common

promoting of their businesses that made the online business rise and have an impact.In other way

around, there’s still the traditional business which is a process of trading products and services

with a money. It includes up close and personal dealing with the individuals. The purchasing of

product from traditional market is continuing since years. Some clients go for buying in the

traditional market in order to look at the item and can have the item soon after the purchase. In

this contemporary world customer’s loyalty relies on the quality and price.The innovation of the

technology really affects a lot on the way people buying a product and online buying makes

costumer process of buying a product convenient and much easier in just a click of the hand by

the used of social media because customer can buy any product without face to face interaction

to the product seller and because of that place in the business industry (Cavusgil& Knight, 2015).

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This

development could be explained changes on buying process of the customers online business

has an edge to the traditional business or customers still prefer to buy on a retail store. this study,

it will discuss about the preferability of the consumers and how what are the factors that affect

the buying process of the customer. This research aims most of the consumers to find out what

are some variables that must be considered in purchasing a product between the two. And finding

out which one can really provide the consumers’ demands. Moreover, knowing these things can

be a little bit of edge for an entrepreneur to learn from what consumers’ prefer to the both

commerce where it can know its differences like which is more effective, convenient, and long-

lasting. Another, this can also put an awareness what kind of struggles and challenges are about

to face in what may occur of the desired product. This research can provide an information to

avoid confusion and to make clear things out specifically in terms of what everyone’s preferred

regarding this topic.

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TABLE OF CONTENTS

Title Page i
Recommendation for Oral Examination ii
Approval by the Panel of Examiners ii
Final Approval iii
Acknowledgement iv
Dedication v
Thesis Abstract vi
Table of Contents ix
List of Tables xii
List of Figures xiii

CHAPTER 1 : THE PROBLEM AND ITS SETTING

Introduction 1
Theoretical or Conceptual Framework 3
Operational Framework 5
Statement of the Problem 6
Hypothesis of the Study 7
Assumption of the Study 7
Scope and Delimitation 7
Significance of the Study 8
Definition of terms 9

CHAPTER 2 : REVIEW OF RELATED LITERATURE

Review of Related Literature 10

State of the Art 10
Buying Online Vs. Buying In Person 10
Understanding Purchase Behavior of Turkish Consume 11
in B2C E-Commerce
E-commerce and Its Impact on Global Trend and Market 11

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What factors determine E-Satisfaction and Consumer 12

spending in E-commerce Retailing?
Advantages and Disadvantages of an Online and Offline Venture 12
Web traffic in E-commerce 15

Relationship between Consumer Perception and Purchase Behavior 15

Development of the Online World 16
Easy Access of the Electronic Commerce 17
Emotional Payoff of the Traditional Commerce 17
Human Connection in the Types of Commerce 18
Teenage Online Shopping Trends 18
Competition between E-Commerce and Traditional Commerce 18
( Its’ Growth and Effectiveness)
Reasons people still shop in Person 19
Reasons People Buy Products Online 19
Digital Citizenship 19
Technology Affects Shopping Experience 20
An Electronic Service Quality Reference Model for Designing 21
E-Commerce Websites Which Maximizes Customer Satisfaction
Revisiting the supermarket in-store customer shopping experience 22
A study of customer satisfaction in online shopping 23
Services cape irritants and customer satisfaction: 24
The moderating role of shopping motives and involvement
The Time Series Effects and satisfaction of Traditional Retail Market 24
Renewal on the Customer's Perspective
Synthesis of the State of the Art 25
Gaps to be bridged by the Study 26

CHAPTER 3 : METHODOLOGY

Research Design 25
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Sources of Data 28
Population of the Study 28
Instrumentation and Validation 28
Evaluation and Scoring 29

Data Gathering Procedure 30

Treatment and Analysis of Data 30
Ethical Consideration 31

CHAPTER 4 : RESULTS AND DISCUSSION

Tables and Results

Table 1 ( Frequency Distribution of the Respondents as to Age) 32

Table 2 ( Frequency Distribution of the Respondents as to Gender) 33
Table 3 ( Frequency Distribution of the Respondents as to Gender) 33
Table 4 ( Frequency Distribution of the Respondents as to Grade Level) 34
Table 5 ( Frequency Distribution of the Respondents as to Strand) 35
Table 6 ( Frequency Distribution of the Respondents as to Strand ) 36
Table 7 ( Frequency Distribution of the Respondents as to Strand ) 36
Table 8 (Good of Satisfaction of the Respondents in terms of Quality) 37
Table 9 (Good of Satisfaction of the Respondents in terms of Time Delivery) 38
Table 10 (Good of Satisfaction of the Respondents in terms of Price) 39
Table 11 ( Difference in the Respondents’ Preferred Type of Commerce 40
When Group according to Profile Variables)
Table 12 (Difference in the Respondents’ Preferred Type of Commerce 42
When Group according to Profile Variables)

Table 13 43

CHAPTER 5 : SUMMARY FINDINGS ,CONCLUSIONS,AND FUTURE DIRECTIONS

Summary and Finding 44

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Conclusion 47
Future Directions 48

BIBLIOGRAPHY
APPENDICES
LETTERS OF REQUEST
CURRICULUM VITAE

LIST OF TABLES

Table

1 Frequency Distribution of the Respondents According to Age

2. Frequency Distribution of the Respondents According to Gender

3. Frequency Distribution of the Respondents According to Grade Level

4. Frequency Distribution of the Respondents According to Strand Grade 11 students

5. Frequency Distribution of the Respondents According to Strand Grade 12 students

6. Frequency Distribution of the Respondents According to Strand Grade 11 students preffered

type of commerce

7. Frequency Distribution of the Respondents According to Strand Grade 12 students preferred

type of commerce

8. Good Satisfaction of the Respondents in terms of Quality

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of

Satisfaction of the respondents in terms of Time of Delivery

10. Goods and Satisfaction of the respondents in terms of Price.

11. Difference in the Respondent’s preferred type of commerce when grouped according profile

variables

12 Difference in the Respondent’s preferred type of commerce when grouped according profile

variables

13 Interpretation of preferred type of commerce and level of satisfaction

List of Figures

Figure

1 Conceptual Framework

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Operational Framework

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