Customer Satisfaction with Online Shopping in Barangay Sampaloc

THE LEVEL OF CUSTOMER SATISFACTION ON ONLINE SHOPPING
IN BARANGAY SAMPALOC TANAY RIZAL
A Marketing Research Paper Presented to the Faculty of the College of
Agribusiness Management University of Rizal System Tanay, Rizal
In Partial Fulfillment of the Requirements for the Marketing Research Subject in
Bachelor of Science in Business Administration Major in Marketing
Management
By :
VICTA, ABCD
AGOT, JOYJOY
SOLBUAN, ABHELYN
REYES, MARIA DELMAR
November 2022
Republic of the Philippines
UNIVERSITY OF RIZAL SYSTEM
Tanay, Rizal
Email Address: cam.ursmain2017@gmail.com
Tel No. (02) 514-4956
Office of the College of Agribusiness Management
ABSTRACT
In the era of globalization electronic marketing is a great revolution. Over the
last decade maximum business organizations are running with technological change.
Online shopping or marketing is the use of technology (ie., computer) for better
marketing performance.The study tries to examine customer satisfaction towards
online shopping users in Barangay Sampaloc Tanay Rizal. Online shopping offers
the best price, good products and completely easy shopping. The success of any e-
tailor company in India is contingent upon its popularity. Online shopping has gained
importance in the modern business environment. The development of online
shopping has opened the door of a chance to provide a competitive advantage over
firms. Online shopping has grown in popularity over the years mainly as people find
it suitable for the comfort of their home or workplace. In the recent past, the web
keeps a precious place within economic activities. Now-a-days individuals display
their interest on the web. Retailers are busy developing strategies to meet the
demands of online shoppers. They are researching consumer behavior in the online
shopping space to understand consumer attitudes. As a result, we have also made
the decision to research consumer attitudes toward online shopping, with a focus on
the factors that motivate people to do so.It was found that respondents use the
internet to buy things because they think it is convenient for them to do so.
Convenience includes things like time savings, information availability, opening
hours, ease of use, website navigation, less stressful shopping, cheaper prices, and
enjoyable shopping. The main obstacles to online purchasing, in contrast, are
respondents' mindsets, online payment security, personal privacy and trust,
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ambiguous warranties and return policies, and a lack of personalized customer
service. Additionally, the findings of the hypotheses showed that, despite the
convenience of online shopping for all customers, privacy and security concerns
have a big impact on it. Last but not least, some sugg toestions have been made for
online retailers to take actions to make online shopping more
Keywords: Online Shopping, Consumer Behavior, Attitude
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TABLE OF CONTENTS
Page
TITLE PAGE i
ABSTRACT ii
TABLE OF CONTENTS iii
CHAPTER
1 THE PROBLEM AND ITS BACKGROUND
Background and Purpose of the Study 1
Statement of the Problem 2
Significance of the Study 3
Scope and Limitations of the Study 4
Definition of Terms 4
2 METHODOLOGY OF RESEARCH AND SOURCES OF DATA
Research Design 6
Setting of the Study 6
Subject of the Study 7
Sources of Data 7
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Procedures of the Study 8
Statistical Treatment 9
3 ANALYSIS AND INTERPRETATION OF DATA 11
4 FINDINGS, CONCLUSIONS AND RECOMMENDATIONS
Summary of Findings 42
Conclusions 43
Recommendations 44
BIBLIOGRAPHY 45
APPENDICES
A Questionnaire 47
B Letter of Request to Gather Data 51
C Letter to the Respondents 52
CURRICULUM VITAE 53
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CHAPTER 1
THE PROBLEM AND ITS BACKGROUND
This chapter includes the background and purpose of the study, statement of the problem,
significance of the study, the scope and limitations, and the definition of terms used.
Background of the Study
The process by which consumers directly purchase goods, services, etc. is known
as online shopping over the internet, interactively and in real time from a seller without the
use of an intermediary service. The act of purchasing goods and services from online
retailers is known as "online shopping. "Merchants have attempted to sell their goods to
Internet users ever since the World Wide Web was created Customers can shop while
seated in front of a computer at online stores from the convenience of their own homes.
Online stores sell a wide range of goods to customers. In point of fact, virtually any item
can be purchased from businesses that sell their goods online. There are hundreds of items
that consumers can purchase from an online store, including health insurance, books,
clothing, household appliances, toys, hardware, and software because of its ease of use,
many people prefer to shop online. You can browse through an infinite number of options
when you shop online, and you can even find products that aren’t available in stores.
The process by which consumers directly purchase goods, services, etc. is known
as online shopping from a seller in real time and interactively, without the need for a
middleman over the internet. The feeling of satisfaction, which is important to the
measuring process, helps to compare what was received with what was expected, such as
the buying decision and the requirements associated with the purchase. Nowadays, the
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internet is constantly gaining importance. The number of people responsible for the
individual’s day-to-day accomplishments also continues to rise. Nowadays, people perform
domestic tasks online. To purchase goods online, customers must be connected to the
internet. These websites of online stores let people buy luxury goods from the comfort of
their own homes. Unsatisfactorily, in the past, most regular customers went online to
reserve hotel rooms, purchase airline, train, or movie tickets, buy books, and buy electronic
gadgets. However, more and more offline goods, including apparel for all industries,
cosmetics, accessories, shoes, and consumer durables, are now being purchased online.
The environment of online retailing has undergone a metamorphosis as a result of
the growth of internet usage and advancements in information technology; as a result, it is
now the mode of shopping that is most frequently used. In the areas of apparel, arts and
crafts, books, car rentals, computers and electronics, cosmetics and novelty items, etc.,
online or internet shopping has become extremely popular. By providing a portfolio of
goods and services, online retailing enables marketers to better serve their customers in a
more timely and cost-effective manner. By providing value to customers, online retailing is
becoming a popular method for both attracting new customers and keeping current
ones.Additionally, the availability of transaction data enables retailers to analyze and
interpret the purchasing habits of their target customers. It is now the most effective method
for providing useful information.When interacting with a seller’s website, online customers
navigate the web pages and search for relevant product information before they generate a
purchase intention or a commitment to buy (Mortimer et al., 2016; Pandey & Chawla, 2018;
Tzeng et al., 2020). Customers search for fun,enjoyment, recreation, and amusement when
shopping online, including deals and bargains for goods (Alavi et al., 2016), and comparing
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prices from different online retailers and choosing the lowest acceptable competing price
(Pandey et al., 2019). In addition to searching for enjoyment and pleasurable shopping,
consumers search for modern products, look for trendy styles, and seek product diversity
(Alavi et al., 2016). Shih (2004) found that consumers whofulfillme the importance of
information quality prefer to purchase physical or digital products from a website that
facilitates online payments. As payments are processed through a debit or credit card in
online shopping, consumers also give attention to information about the e-retailer as a
source of protection (Vasic et al. 2018). Dimensions such as ul fillment, ease of use,
reliability, security, and privacy are important for websites that market products that need
physical delivery (Yang et al., 2005), and customers’ demand for delivery deadlines, se
curity, and reliable e-commerce services is very high (Garcia et al., 2020). Shih (2004)
reports a significant and positive impact of website security on users’ acceptance of taking
online delivery. In general, his overall model explained 26.5% of the variance in customers’
acceptance of online delivery.
It is in this regard, a fundamental understanding of factors causing customer
satisfaction in online shopping has attained greater importance. The present study
examines the satisfaction level of customers using online shopping services in Barangay
Sampaloc Tanay Rizal.
Purpose of the Study
The main purpose of this study is to assist sellers in knowing the level of consumer
satisfaction with sales marketing using online shopping applications such as Shopee,
Tokopedia, Lazada, etc. Because there are still many sellers who don’t know the level of
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their own. Consumers and this results in a bad rating given by the consumer to the seller’s
shop.
Statement of the Problem
This research study aims to determine the Level of Customer Satisfaction on Online
Shopping in Barangay Sampaloc Tanay, Rizal.
The researcher proceduced online survey form and distributed it randomly to the selected
customer in Brgy sampaloc tanay Rizal.
Specifically, it seeks to answer the following questions:
1. What is the profile of respondents in termsn of:
1.1. Sex
1.2. Age
1.3. Educational Attainment
1.4. Employment Status
1.5. Monthly income
2. What online platform do you use in shopping?
3. What impressed you must about the product?
4. What types of products did you purchase (from us, online, in our store)?
5. How frequently do you purchase things online?
6. Which one effects your satisfaction most during your previous shopping online
experience?
7. What can we do to improve the shopping experience?
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Significance of the study
•The findings can be used by customers to get knowledge about online shopping and make
it easier for customers to make a purchase.
•The sellers know overall about customer satisfaction and to understand the level of
customer satisfaction and also help retailers to improve their service quality through
feedback or options from customers about what they expect from online shopping stores. .
•These findings can also be used to help the government expand opportunities in economic
recovery efforts, among others, with initiatives to increase digital business by the
government seen as appropriate to stimulate the business and economy of the people.
Scope and Limitations of the Study
This study focuses on The level of Customer Satisfaction on Online Shopping in
Barangay Sampaloc Tanay Rizal. The data collection will be gathered from a total of 50
respondents from the selected resident in Barangay Sampaloc, Tanay Rizal who will
represent the population.
This study will not cover other problems that are not considered related to the
effectiveness of digital marketing platforms for customer engagement. Students who do not
qualify as respondents to this study are not within the scope of this research. The study
would be done through the utilization of survey questionnaires given to the respondents.
Definition of term
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Customer satisfaction - is increasingly recognized as the main pillar for success in the
business environment and also a key factor for the survival.
Customers - This may refer to the purchaser of goods or services in retail. This also refers
to an end user, and not necessarily a purchaser, in the distribution chain of a good or
services. (Heldingen, etal. 2006)
Satisfaction - The act of satisfying, or the state of being satisfied; gratification of desire,
contentment in possession and enjoyment; repose mind resulting from compliance with its
desires or demands. (Lovelock, 2001)
Business Strategies - its simplest form is a tool for helping you achieve your business
goalsA business strategy provides the guiding principles for many organizational decisions,
such as hiring new employees, or developing new products. And helps you to define the
methods and tactics you need to take within your company.
Online shopping behaviors - Online shopping behavior encompasses the acts of
browsing, comparing, evaluating, decision making and purchasing (Lim & Dubinsky, 2004).
Online purchasing behaviors - Online purchasing behaviors are the acts in which
consumers actually pay for goods over the Internet (Ha & Stoel, 2004).
Attitudes - mean psychological tendencies that are expressed by evaluating a particular
entity with some degrees of favor or disfavor (Lim & Dubinsky, 2004).
Perceived interactivity - Perceived interactivity of websites by site-visitors is defined as a
psychological state experienced by a site-visitor during the interaction process.
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CHAPTER ll
METHODOLOGY OF RESEARCH AND SOURCES OF DATA
This chapter defines the research methods used to conduct the study. The instrument that
was used for data collection is also described and the procedures and the Statistical
Treatment that were followed to carry out this study are included. The researcher also
discusses the methods used to analyze the data.
Research Design
Descriptive research involves collecting data in order to test hypotheses or to
answer questions concerning the current status of the subject of the study. A descriptive
study determines and reports the way things are. Descriptive research is scientific research
that describes an event, phenomenon, or fact systematically dealing with a certain area or
population.
Descriptive research allows the researchers to analyze correct and accurate
information that is needed to determine in a natural setting. In addition, it can be either
quantitative or qualitative. It contains a collection of quantitative information that can be
converted into numerical form. In descriptive research, we gather data that describes the
events then organize, tabulated, depict, and describe the data collection (Glass and
Hopkins, 2019)
A Descriptive Research Design of a Quantitative Research Method will be utilized
by the researchers in this study to gather information on the present and existing practices
by level of customer satisfaction on online shopping.
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A Descriptive Research Design will be presented in this study to investigate the in-
depth phenomenon that existed within the said about the customer satisfaction. Descriptive
Research involves the collection of quality and specific data that will be used in the results
and discussion of this study in order to provide a comprehensive conclusion to the users of
information. Particularly, it examined the various determinants that possibly level of
customer satisfaction on online shopping.
Setting of the study
The study will take place in Barangay Sampaloc Tanay Rizal; Sampaloc is a
barangay in the municipality of Tanay, in the province of Rizal. Its population as determined
by the 2020 Census was 31,000. This represented 22.23% of the total population of Tanay.
Morcover, the researchers decided upon conducting the research in Barangay Sampaloc
Tanay Rizal Philippines to further investigate the Level of Customer Satisfaction on Online
Shopping to the selected customer in Brgy sampaloc tanay Rizal.
Figure 1 illustrates the map of Barangay Sampaloc Tanay Rizal.
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Subject of the Study
The target participants in this study were the Fifty (50) Customer use online shopping
at Barangay Sampaloc Tanay Rizal Year 2022-2023.The researchers identify the
respondents who can contribute to and benefit from this research.
Source of Data
This study utilizied primary data only. The researcher primary sources of data were
internet and the survey questionnaire which was the key source that was distributed to
answers to the problem of the study.
Procedures of the study
An online survey questionnaire made by the researcher. The fifty (50) Questionnaires
were given to the selected respondents in barangay sampaloc Tanay Rizal. The
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questionnaire was made with the guide from the statement of the problem and interpreted
by the table in collecting data’s.
Statistical Treatment
The gathered data was collated, tallied, and correspondingly summarized by the
researchers. The data, which gathered from the questionnaire, was subjected by the
statistical treatment in order to ensure the reliability of the results.
The data that will be gathered from the respondents will be treated using the following tools:
For Research Problem 1- Frequency Count (f) and Percentage Distribution (P) and
(Rank )
In the first research problem, the researchers will use Frequency Count and
Percentage Distribution because it is used to describe the profile of the participants
(respondents) such as age, gender, and etc. It is the most applicable consideration when
calculating the socio –demographic profile of the respondents.
Where:
P = Percentage
f = Frequency
N = Number of the respondents who become the sample
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CHAPTER lll
RESULTS AND DISCUSSION
The data is presented and analyzed in form of a table. The numerical data were used
to interpret the result for the statistical computations. The presentation was organized
according to the order of the questions in the statement of the problem section.
The Demographic Profile of the Respondents
The distribution of respondents as to demographics profile in terms of age sex, education
attainment, Employment status and monthly income.
Table 1
The Frequency, Percentage, and Rank Distribution of The level of Customer
Satisfaction on Online Shopping in Barangay Sampaloc Tanay Rizal in Terms of
Age
Age Frequency Percentage Rank
18 years old 5 10 4
below
19-21 25 50 1
22-24 9 18 2
25-27 2 4 5
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28-30 1 2 6
31 above 8 16 3
TOTAL 50 100
Table 1 present distribution of respondents according to Age. The data reveal that out
of 50 respondents,25 with( 50%) were ages 19-21; 9 with (18%) were ages 22-24; 8 with
(16%) were ages 31 above;5 with (10%) were ages 18 below; 2 with (4%) were ages 25-27
and 1 with (2%) were ages 28-30.
It was observed that the majority of the respondents are group of 25 respondents
were 19-21 Years old.
Table 2
Gender
Gender Frequency Percentag Rank
Male 19 38 2
Female 31 62 1
TOTAL 5/0 100
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Table 2 present distribution of respondents according to Gender. The data reveal that
out of 50 respondents 19 with (38%) were male and 31 with (62%) were female.
It was observed that the majority of the respondents are group of 31 respondents were
female.
Table 3
Education attainment.
Employment Frequency Percentag Rank
status e
High School 7 14% 2.50
Senior High 7 14% 2.50
School
College 36 72% 1
TOTAL 50 100
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Table 3 present distribution of respondents according to Education attainment. The
data reveal that out of 50 respondents 7 with (14%) were high school and also 7 with (14%)
were Senior high school and 36 with (72%) were College.
College.
Table 4
Employment Status.
Employment Frequency Percentage Rank
status
Full-time 5 10 4
employment
Part-time 6 12 3
employment
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Unemployed 3 6 5
Self employed 7 14 2
Student 29 58 1
Table 4 present distribution of respondents according to Employment status. The data
reveal that out of 50 respondents 3 with (6%) Unemployed and 5 with (10%) were Full-time
employment and 6 with (12%) were Part time Employment and 7 with (14%) were Self-
employed and also 29 with (58%) were Student.
Student.
Table 5
Monthly Income.
Monthly Income Frequency Percentage Rank
5 thousand below 30 60 1
6-10 thousand 10 16.6 2
16-20 thousand 7 14 3
21-25 thousand 3 6 4
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26- 30 thousand 0 0 5
below
Table 5 present distribution of respondents according to Monthly Income. The data
reveal that out of 50 respondents 3 with (6%) were 21-25 thousand; 7 with (14%) were 16
20 Thousand; 10 with (16.6%) were 6-10 thousand; 30 with (60%) were 5 thousand below.
5 thousand below.
Table 6
The Frequency, Percentage, and Rank Distribution on The level of Customer
Satisfaction On Online Shopping in Terms of Online Platform Use In Shopping
Online Platform Frequency Percentage Rank
use in shopping
Lazada 27 54 1
Shopee 20 40 3
Tiktok shop 21 42 2
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Table 2 presents the composite table on the Level of Customer Satisfaction on
Online
Shopping in Barangay Sampaloc Tanay, Rizal in terms of Online platform use in shopping.
As shown in the table, The data reveal that out of 50 respondents 20 with (40%)
were Shopee; 21 with ( 42%) were TikTok Shop.
were Lazada use in online shopping.
Table 7
Satisfaction On Online Shopping in Terms of What impressed you must about the
product
What impressed Frequency Percentage Rank
you
must about the
product?
Quality 12 24 2
Price 26 52 1
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Shopping 10 20 3
Experience
Customer Service 2 4 4
Online
Shopping in Barangay Sampaloc Tanay, Rizal in terms of What impressed you must about
the product.
As shown in the table, The data reveal that out of 50 respondents 2 with (4%) were
Customer Serrvice; 10 with ( 20%) were Shopping Experience; 12 with (24%) were Quality.
were Price interm of What Impressed you must about the product.
Table 8
Satisfaction On Online Shopping in Terms of Types of product did purchase from
online store
What types of Frequency Percentage Rank
product did you
purchase (from
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us, online ,in
store)?
Clothes 25 50 1
Shoes 19 38 2
Electronic 18 36 3
Health and 16 32 4
Beauty
Supplements 12 24 5
Table 8 presents the composite table on the Level of Customer Satisfaction on Online
Shopping in Barangay Sampaloc, Tanay, Rizal in terms of “types of product did you
purchase (from us, online, in store)?
Supplements; 16 with ( 32%) were Health and Beauty; 18 with (36%) were Electronics; 19
with (38%) were Shoes.
Clothes.
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Table 9
Satisfaction On Online Shopping in Terms of One effect your satisfaction must
during your previous shopping online experience
One effect Frequency Percentage Rank
your
satisfaction
must during
your
previous
shopping
online
experience?
Price 30 60 1
The way of 18 36 3
solving
your complaint
Loyalty for online 20 52 2
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shop
The differences 14 28 4
between your
expectation and
the
real products or
services
Online
Shopping in Barangay Sampaloc,Tanay, Rizal in terms of Which one effect your
satisfaction must during your previous shopping online experience?
The differences between your expectation and the real products or services; 18 with (36%)
were The way of solving your complaint; 20 with (52%) were Loyalty for online Shop.
Clothes.
Table 10
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Satisfaction On Online Shopping in Terms of Frequency do you purchase things in
online shopping
How frequently Frequency Percentage Rank
do
you purchase
things
online shopping
Once in a month 20 40 2
Twice or five 36 72 1
times in
a month
More than 5 19 38 3
times in
a month
Once in a year 15 30 4
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Online Shopping in Barangay Sampaloc,Tanay, Rizal in terms of How frequently do you
purchase things online?
were Once in a year; 20 with (40%) were Once in a month; 19 with (38%) were More than 5
times in a month.
It was observed that the majority of the respondents are group of 36 respondent were
Twice or five times in a month.
Table 11
Satisfaction On Online Shopping in Terms of What can we do to improve the
shopping experience improve the shopping
What can we Frequency Percentage Rank
do to
improve the
shopping
experience?
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Reviews on 36 72 1
items
Check the level, 16 32 3
description of
the
store products
Products 20 40 2
imagine
quality
Online Shopping in Barangay Sampaloc,Tanay, Rizal in terms of What can we do to
improve the shopping experience?
were Check the level, description of the store products; 20 with (40%) were Products
imagine quality.
It was observed that the majority of the respondents are group of 36 were Review
on items.
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CHAPTER V
FINDINGS , CONCLUSION AND RECOMMENDATION
Summary of Findings
The findings of the study were arranged according to the statement of the problem:
● Profile of the Respondents
● The findings showed that the majority of the respondents were female with 31 or
62% responses, between the ages of 19 - 21 years old with 25 or 50% responses,
and with the majority of an average family monthly income within the range of Php
5,000 below with 30 or 60% responses.
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● 1. What online platform do you use in shopping?
● The findings revealed that the majority of the respondents answered the Lazada with
(54%) followed by Tiktok shop with (42%) and lastly Shopee with (40%).
● 2. What impressed you must about the product?
● The results showed that the majority of the respondents answered the Price with
(52%); Quality with (24%) followed by Shopping experience with (20%) and lastly is
Customer service with (4%).
● 3. What types of products did you purchase (from us, online, in our store)?
● The results showed that The data reveal that out of 50 respondents 12 with (24%)
were Supplements; 16 with ( 32%) were Health and Beauty; 18 with (36%) were
Electronics; 19 with (38%) were Shoes.It was observed that the majority of the
respondents are group of 25 respondents were Clothes with (50%).
● 4. How frequently do you purchase things online?
● The findings of the study shed some light on consumers ‘purchase frequency, where
the majority of the respondents representing Twice or five times in a month with
(72%); Once in a month with (40%); followed by More than 5 times in a month with
(38%) and lastly Once in a year with (30%).
● 5. Which one effects your satisfaction most during your previous shopping
online experience?
● The data reveal that out of 50 respondents 14 with (28%) were The differences
between your expectation and the real products or services; 18 with (36%) were The
way of solving your complaint; 20 with (52%) were Loyalty for online Shop.It was
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observed that the majority of the respondents are group of 30 respondents were
Clothes with (60%).
● 6. What can we do to improve the shopping experience?
● The findings revealed that the majority of the respondents answered the "Reviews
on items" with (72%) followed by Products imagine quality with (40%) and lastly
Check the level,description of the store products with (32%).
Conclusion
This study helps to understand that customer satisfaction is one of the essential
things for any organization because it allows the company to beautify their wonderful
recognition within side the marketplace as nicely because it allows the company to permit
greater monetary advantage within side the organizational context. From the following’s
sections, it is able to be concluded that client pride essentially refers to the client's
happiness method if a client is glad with the product and the provider quality then the client
suggests wonderful perspectives toward the agency which may be very essential for any
company to develop their commercial enterprise possibility withinside the marketplace.
From the study, customer satisfaction is the purchaser’s achievement reaction
approach whilst a purchaser satisfied with the provider and the product best then the
purchaser suggests their loyalty closer to the business enterprise and used to purchase the
goods from that business enterprise once more which allow extra economic gain in the
organizational context. From the idea of purchaser delight factor it is able to be concluded
that groups are displaying their motivation for offering first-rate best provider to their vintage
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clients in addition to the groups are offering new gives and reductions on their merchandise
because it will help the agency to draw extra new clients with a purpose to allow extra first-
class performance.
Additionally, consumer pleasure will assist the employer to beautify their emblem
call within side the marketplace as properly because it will effect the performance level of
the organizations. That segment additionally refers that if any employer will fail to felicitate
consumer pleasure then it could negatively effect the enterprise possibility of the employer
which will lead the organization in the direction of absolute loss. Hasemark and Albinsoon
(2004) said that consumer pleasure essentially refers to the connection among the
expectancies of the clients and what the consumer gets, and consumer pleasure come to
be conceptualized through progressing the time, processing the results, powerful
assessment, cognitive assessment and simple sentiment of fulfilling. When an employer
desires to nicely felicitate the consumer pleasure then the organization wishes to maintain
their cognizance on correct concentrated on and segmentation techniques. Additionally, the
authors additionally clean that segmentation techniques will assist the employer to
distinguish their capability clients right into a exclusive institution and concentrated on
assist the employer to goal their favored consumer base so that you can acquire economic
gain within side the organizational context. This take a look at allows to recognize the
significance of the net purchasing on improvising the consumer pleasure within side the
retail organization. The right techniques assist to recognize that how an employer should
put into effect the net purchasing within side the organizational context and the important
thing elements which the employer have to want to make sure on the time of imposing
techniques for allowing on-line purchasing within side the organizational context. Online
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purchasing is the most effective one key within side the retail quarter for accomplishing
fulfillment within side the enterprise and for that reason consumer pleasure is likewise
based on the offerings of on-line purchasing. This take a look at allows to recognize that the
critical factors an employer have to want to make sure on the time of imposing digital trade
enterprise model within side the organizational context. Online purchasing web website
online allows the organizations to make sure a healthy courting with the capability clients
and it additionally allows the clients to shop their precious time as they do not have to visit
their preferable company’s stores physically. it will help the organization to connect with
wide range of potential customers and it also helps the organization to increase the brand
value as well as sales of the products. The organizations need to ensure good pricing
strategies, product quality strategies and marketing strategies in order to enable more
sustainability. Kano model of customer satisfaction helps to understand that customers’
needs, and customer loyalty depend on the customer’s impression regarding the product
and its quality.
Recommendation
Online shopping always helps the customers to save their valuable time and it also
gives the customers a wide range of product list. Additionally, they can choose their
preferable products by comparing those products with other company’s products who are
the seller of the same product. So, the organizations must need to ensure some good
strategies which will help the organization to differentiate their product from the other
companies. The researcher has recommended some points which will help the companies
to enhance their uniqueness in the market.
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Tanay, Rizal
Tel No. (02) 514-4956
These recommendations are:
Offers and discounts: The organization must need to ensure good offers and
discounts for their potential customers because it will help the organization to attract more
new customers which will enable more financial benefit in the organizational context.
Feedback system: The organization must need to understand their customer
expectations and demands as it will help the organizations to make the strategies
accordingly. The organizations also need to provide a feedback option to the customers
because it will help the organization to felicitate that the organization is giving value to their
customer's views which will engage more customers.
Free shipping of the products: Some of Online Platform needs to provide free
shipping for the products because it will help the organization to attract more customers
and the customers can save their money which will enable more customer loyalty towards
the organization.
Social media marketing: The organization must need to invest their resources to
felicitate social media marketing because nowadays most of the customers collect reviews
about a product from the social media platforms. If an organization able to properly share
their products information on social media site, then it will help the customers to get the
product detail more easily.
Felicitating awareness program for the uniqueness of the product: Awareness
program will help the organization to differentiate their products from the other companies
and it will help the customers to identify the uniqueness of the product which will influence
the buying behavior of the potential customers.
Product detail information on e-commerce website: The organizations must need
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Tanay, Rizal
Tel No. (02) 514-4956
to provide all the necessary detail of a product on their electronic commerce website
because it will help the customers to get all the products information.
BIBLIOGRAPHY
[1]. Pervaiz Ali, Sudha Sankaran, and Peter Stevrin. Online shopping customer
satisfaction and loyalty in Norway. MBA dissertation. Blekinge: Tekniska Hogslola BTH.
(2010).
[2]. Lai Wang Wang, Quoc Liem Le. Customer Satisfaction towards Online Shopping at
Electronics Shopping Malls in Vietnam- A Conceptual Model to Enhance Business Success
through Efficient Websites and Logistics Services, Journal of Stock & Forex Trading, 5(1),
2015, 1-10.
35
Tanay, Rizal
Tel No. (02) 514-4956
[3]. Amsaveni R. Gomathi S, A Study on Satisfaction of Online Share Traders with
Special Reference to Coimbatore District of Tamil, Asia-Pacific Journal of Management
Research and Innovation, Jun 1, 2012, 8: 145-153
[4]. Fiore. A.M., Yu, H., 2001. Effects of imagery copy and product samples on
responses towards the product. Journal of Interactive Marketing 15 (2), 37-47.
[5]. Kaur, J. (2007). Analysis of online shopping behavior of customer in Kota City.
International Journal in Multidisciplinary and Academic Research, 2(1), 1-28.
[6]. Alavi, S. A., Rezaei, S., Valaei, N., & Ismail, W. K. W. (2016). Examining shopping
mall consumer decision-making styles, satisfaction and purchase intention. The
International Review of Retail, Distribution and Consumer Research, 26(3), 272–303
https://doi.org/10.1080/09593969.2015.1096808
[7]. Al-dweeri, R. M., Moreno, A. R., Montes, F. J. R., Obeidat, Z. M., & Al-dwairi, K.
M. (2019). The effect of e-service quality on Jordanian students’ e-loyalty: An empirical
study in online retailing. Industrial Management & Data Systems, 119(4), 902–923.
https://doi.org/10.1108/IMDS-12-2017-0598
[8]. Venkatesh Shankar, Amy K. Smith, Arvind Rangaswamy Customer satisfaction
and loyalty in online and offline environments Int J Res Market, 20 (2) (2003), pp. 153-175
36
Tanay, Rizal
Tel No. (02) 514-4956
APPENDICES
Letter to the Respondents
Dear Respondents,
Greetings of peace!
We are 2nd year college student taking BSBA MAJOR IN MARKETING students
of University of Rizal System who are currently undertaking a Research entitled "The level
of Customer Satisfaction on Online Shopping in Barangay Sampaloc Tanay Rizal" in partial
fulfilment of requirements for Research in Marketing Research subject.
37
Tanay, Rizal
Tel No. (02) 514-4956
In line with this, we wish to ask your valuable assistance with our research The
data you can provide us through the attached Survey Question are necessary for the
completion of the study.
Please rest assured that your answers responses will be treated with must confidentiality
and will not be used for the purpose of the study.
Thank you very much May the Lord God bless you more!
Truly yours,
VICTA, ABCD
Student Researcher
AGOT, JOYJOY F.
Student Researcher
REYES, MARIA DELMAR
Student Researcher
SOLBUAN, ABHELYN
Student Researcher
QUESTIONNAIRE:
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Tanay, Rizal
Tel No. (02) 514-4956
The Level of Customer Satisfaction on Online Shopping in Barangay
Sampaloc,Tanay , Rizal Year 2022-2023
This survey research was aimed to comprehend online purchase decision of
the Barangay Sampaloc consumers. I would appreciate it if you could
contribute any fact and useful information truthfully by filling out the
questionnaire. The information provided will be treated highly confidential
and will be used solely for the purpose of academic resources.
Thank you very much for your kind cooperation.
BSBA MM,URS
Screening Question:
39
Tanay, Rizal
Tel No. (02) 514-4956
Have you ever ordered or bought products or services online or via the website?
● Yes
● No (End of question, thank you for your time)
Part 1: Consumer Information
Explanation: Please mark into that matches your information the most
NAME (OPTIONAL)
l. Profile of respondents
● SEX
( ) Female
( ) Male
1.2. AGE
( ) 18 years old below
( ) 19-21 years old
( ) 22-24 years old
( ) 25-27 years old
( ) 28-30 years old
( ) 31 above
1.3.EDUCATION ATTAINMENT
( ) High School
( ) K-12
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Tanay, Rizal
Tel No. (02) 514-4956
( ) College
1.4. EMPLOYMENT STATUS
( ) Full-time employment
( ) Part-time employment
( ) Unemployed
( ) Self-employed
( ) Homemaker
( ) Student
( ) Retired
1.5. MONTHLY INCOME
( ) 5 thousand below
( ) 6-10 thousand
( ) 11-15 thousand
( ) 16-20 thousand
( ) 21-25 thousand
( ) 26- 30 thousand below
What online platform do you use in
shopping?
5 4 3 2 1
Lazada
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Tanay, Rizal
Tel No. (02) 514-4956
Shopee
Tiktok Shop
2.What impressed you must about the product?
Quality
Price
Shopping Experience
Customer service
3.What types of products did you purchase (from us, online, in our store)?
Clothes
Shoes
Electronic
Health and Beauty Products
V.Which one effects your satisfaction most during your previous
shopping online experience?
Price
The way of solving your complaint
Loyalty for online shop
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Tanay, Rizal
Tel No. (02) 514-4956
The differences between your expectation
and the real products or services
5.How frequently do you purchase things online?
Once in a month
Twice or five times in a month
More than 5 times in a month
Once in a year
Never
6.What can we do to improve the shopping
experience?
Reviews on items
Check the level, discription of the store
products
Products imagine quality
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Tanay, Rizal
Tel No. (02) 514-4956
CURRICULUM VITAE
JOYJOY FERNANDEZ AGOT
Purok 6 Hilltop Sampaloc Tanay Rizal.
Agotjoy11@gmail.com
09976189575
PERSONAL INFORMATION
DATE OF BIRTH: July 21, 2002
PLACE OF BIRTH: Quezon city
GENDER: Female
NATIONALITY: Filipino
RELIGION: Catholic
CIVIL STATUS: Single
FATHER NAME: Rolando Agot
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Tanay, Rizal
Tel No. (02) 514-4956
MOTHER NAME: Nancy Agot
EDUCATIONAL BACKGROUND
PRIMARY: Camp Mateo Capinpin Elementary School
SECONDARY: Sampaloc National High School
TERTIARY: PHILTECH
ABCD CAINDOY VICTA
abcdvicta@gmail.com
09638838656
DATE OF BIRTH: october 30,2001
PLACE OF BIRTH: sampaloc tanay rizal
GENDER: Female
RELIGION: Catholic
FATHER NAME: june victa
MOTHER NAME: rosalina caindoy
45
Tanay, Rizal
Tel No. (02) 514-4956
PRIMARY: Sampaloc Elementary School
SECONDARY: Sampaloc National High School
TERTIARY: Aics Tanay
ABHELYN ESPARAS SOLBUAN
abhelynsolbuan21@gmail.com
09508271572
DATE OF BIRTH: March 21, 2003
PLACE OF BIRTH: Morong hospital Rizal
GENDER: Female
RELIGION: Catholic
FATHER NAME: Benjamin Solbuan Sr.
MOTHER NAME: Evelyn Solbuan
46
Tanay, Rizal
Tel No. (02) 514-4956
PRIMARY: ilaya elementary school
SECONDARY: Tanay national
TERTIARY: PHILTECH
MARIA DELMAR REYES
mariadelmarreyes80@gmail.com
09064248724
DATE OF BIRTH: November 28, 2002
PLACE OF BIRTH: Mabolo st. Brgy. Sampaloc,Tanay,Rizal
GENDER: Female
RELIGION: Catholic
FATHER NAME: Richard Reyes
MOTHER NAME: Mary Grace Reyes
47
Tanay, Rizal
Tel No. (02) 514-4956
PRIMARY: Sampaloc Elementary School
SECONDARY: Sampaloc-Tanay Integrated National High School
TERTIARY: Sampaloc-Tanay Integrated National High School
48

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THE LEVEL OF CUSTOMER SATISFACTION ON ONLINE SHOPPING

IN BARANGAY SAMPALOC TANAY RIZAL

A Marketing Research Paper Presented to the Faculty of the College of

Agribusiness Management University of Rizal System Tanay, Rizal

In Partial Fulfillment of the Requirements for the Marketing Research Subject in

Bachelor of Science in Business Administration Major in Marketing

REYES, MARIA DELMAR

Office of the College of Agribusiness Management

In the era of globalization electronic marketing is a great revolution. Over the

marketing performance.The study tries to examine customer satisfaction towards

importance in the modern business environment. The development of online

keeps a precious place within economic activities. Now-a-days individuals display

shopping space to understand consumer attitudes. As a result, we have also made

Convenience includes things like time savings, information availability, opening

enjoyable shopping. The main obstacles to online purchasing, in contrast, are

respondents' mindsets, online payment security, personal privacy and trust,

Office of the College of Agribusiness Management

ambiguous warranties and return policies, and a lack of personalized customer

online retailers to take actions to make online shopping more

Keywords: Online Shopping, Consumer Behavior, Attitude

Office of the College of Agribusiness Management

TABLE OF CONTENTS iii

1 THE PROBLEM AND ITS BACKGROUND

Background and Purpose of the Study 1

Statement of the Problem 2

Significance of the Study 3

Scope and Limitations of the Study 4

2 METHODOLOGY OF RESEARCH AND SOURCES OF DATA

Setting of the Study 6

Subject of the Study 7

Office of the College of Agribusiness Management

Procedures of the Study 8

3 ANALYSIS AND INTERPRETATION OF DATA 11

4 FINDINGS, CONCLUSIONS AND RECOMMENDATIONS

B Letter of Request to Gather Data 51

C Letter to the Respondents 52

Office of the College of Agribusiness Management

THE PROBLEM AND ITS BACKGROUND

Background of the Study

Office of the College of Agribusiness Management

individual’s day-to-day accomplishments also continues to rise. Nowadays, people perform

The environment of online retailing has undergone a metamorphosis as a result of

the growth of internet usage and advancements in information technology; as a result, it is

online or internet shopping has become extremely popular. By providing a portfolio of

ones.Additionally, the availability of transaction data enables retailers to analyze and

Office of the College of Agribusiness Management

acceptance of online delivery.

It is in this regard, a fundamental understanding of factors causing customer

Sampaloc Tanay Rizal.

Purpose of the Study

Office of the College of Agribusiness Management

Statement of the Problem

Shopping in Barangay Sampaloc Tanay, Rizal.

customer in Brgy sampaloc tanay Rizal.

Specifically, it seeks to answer the following questions:

1. What is the profile of respondents in termsn of:

1.3. Educational Attainment

1.4. Employment Status

1.5. Monthly income

2. What online platform do you use in shopping?

3. What impressed you must about the product?

5. How frequently do you purchase things online?