Republic of the Philippines

Bohol Island State University

Main Campus
North Avenue, Tagbilaran City, 6300 Bohol
Vision: A premier Science and Technology university for the formation of world class and virtuous human resource for sustainable development
in Bohol and the Country.
Mission: BISU is committed to provide quality higher education in the arts and sciences, as well as in the professional and technological fields;
undertake research and development and extension services for the sustainable development of Bohol and the country.

As part of our requirement research thesis at Bohol Island State University (Main Campus), we
are conducting a survey that investigates the Level of Customer Satisfaction on Traditional and
Online shopping in Tagbilaran City. Any information obtained in connection with this study that
can be identified with you will remain confidential.

Respondent’s Details:

Name: (Optional) Gender:

Age: 21y/o and below 41-52 y/ Status: Single

22-40 y/o 52-71 y/o Married

Social status: Upper class (P76, 669-P131, 484) monthly income

Middle class (P43, 828-P76, 669) monthly income
Lower class (P10, 957-P21, 914) monthly income
Poor (P10, 957 below) monthly income

How many times have you bought online? How many times have you bought in store?

once twice many times once twice many times

Direction: The statements below were measure the customer’s satisfaction through three
elements. Please read carefully all the given situations and intensively rate it through the sale of
5 to 1, where 5 is for strongly agree and 1 is for strongly disagree.

1- Strongly Disagree 2- Disagree 3-Neutral 4- Agree 5-Strongly Agree

A. Cognitive Element 1 2 3 4 5
(SD (D) (N (A (SA)
) ) )
Traditional Shopping:
1. The product I bought has good features.

2. The product is durable and I am using it until now.

3. The cost of a product is low and budget-friendly.

 4. The product is easy to find.

5. There is wide variety of products to choose.

6. The appearance of the product is the same as those

in display.

Online shopping:
1. The product I bought has good features

2. The product is durable and I am using it until now.

3. The cost of a product is low and budget-friendly.

4. The product is easy to find.

5. There is wide variety to choose.

6. The appearance of the product is the same as those

in display.

B. Affective Element

Traditional shopping:
1. The sales staff entertains my questions about the
product.

2. The sales staff is polite and approachable.

3. I have felt the traditional shopping experience.

4. The sales staff convinced me well.

5. The sales staff builds good customer relationship with

the buyers like me.

Online shopping:
1. The seller entertains my questions about the product.

2. The seller is polite and approachable.

3. I have felt the online shopping experience.

4. The seller convinced me well.

5. The seller builds good customer relationship with the

buyer like me.

C. Behavioral Element
Traditional shopping:
1. I will purchase again in the same store.

2. I will recommend the store to my friends and folks.

Online shopping;
1. I will purchase again in the same store.

2. I will recommend the online shop to my friends and

folks.