Research Paper

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
THE LEVEL OF CUSTOMER SATISFACTION ON ONLINE SHOPPING

IN BARANGAY SAMPALOC TANAY RIZAL
A Research Paper
Presented to the University Of Rizal System
In Partial fulfillment of the Requirements in Marketing Research (MM II)
Under Mrs. Nora Ramos
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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
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
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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
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.
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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 Brgy 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 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?
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7. What can we do to improve the shopping experience?
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 OF THE STUDY

•The focus of writing in this qualitative research is the level of customer satisfaction by
shopping online. This is based on the problems encountered starting from how we find out
consumer interest by shopping online, then the features in this online shopping application
can bring benefits to the seller in the future.
•To know their brand loyalty.

•To know about which purchase type people prefer most. To find out the reason for buying
products.
•To find out the price range that people prefer most.
• To know which features they admire in their products.
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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.
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
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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.
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
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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 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).
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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For Research Problem 2 and 3- Mean (M) and Standard Deviation (SD).
For the second and research problem, the researchers will use the Mean (M) and
Standard Deviation (SD); these tools will be used to determine which among the
determinants are affecting and influencing the wet market owners more in terms of personal
borrowing. According to Badhari P. (2020), the sum of all values in the data set is divided
by the total number of values. It is typically referred to as the “average” because it is the
most often used to measure the central tendency.
Where:
M = Mean
=Sum of the product frequency
N = Total number of the respondents
Weighted Mean. This was used to determine and consider the importance of some data values to
other values. Data elements with a highweight contributes more to the understanding of the research
study.
The scale of statistical values used in this study is as follows:
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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 1.1
Result in the Demographic Profile of the Respondents in terms of Age.
Age Frequency Percentage Rank

18 years old below 5 10% 4th
19-21 25 50% 1th
22-24 9 18% 2nd
25-27 2 4% 5th
28-30 1 2% 6th
31 above 8 16% 3rd
TOTAL 50 100
Table 1.1 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.
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Table 1.2
Result in the Demographic Profile of the Respondents in terms of Gender.
Gender Frequency Percentage Rank

Male 19 38% 2nd
Female 31 62% 1st
TOTAL 50 100
Table 1.2 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 1.3
Result in the Demographic Profile of the Respondents in terms of Educational attainment.

Employment Frequency Percentage Rank
status
High School 7 14%
Senior High School 7 14%
College 36 72% 1ST
TOTAL 50 100
Table 1.3 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 1.4
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Result in the Demographic Profile of the Respondents in terms of Employment status.
Employment Frequency Percentage Rank

status
Full-time 5 10% 4th
employment
Part-time 6 12% 3rd
employment
Unemployed 3 6% 5th
Self employed 7 14% 2nd
Student 29 58% 1st
Table 1.4 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 1.5
Result in the Demographic Profile of the Respondents in terms of Monthly Income.
Monthly Income Frequency Percentage Rank

5 thousand below 30 60 1st
6-10 thousand 10 16.6 2nd
16-20 thousand 7 14 3rd
21-25 thousand 3 6 4th
26- 30 thousand 0 0 5th
below
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Table 1.5 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.
It was observed that the majority of the respondents are group of 30 respondents were 5
thousand below.
Table 2
The level of Customer Satisfaction On Online Shopping in Barangay Sampaloc Tanay

Rizal.
N=50
Online Platform Wx R VI
use in shopping
Lazada 4.6 1st 5
Shopee 3.9 2nd A
Tiktok shop 3.8 3rd A
Weighted mean: 4.1(strongly agree)
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, according to Online platform use in the shopping table, “Lazada” ranked 1st
with a weighted mean of 4.6 and was verbally interpreted as often. And last in rank is “TikTok shop”
with a weighted mean of 3.08 and verbally interpreted as Agree
The overall The Level of Customer Satisfaction on Online Shopping in Barangay Sampaloc, Tanay,
Rizal is 4.1 or strong agree.
Table 3
The level of Customer Satisfaction On Online Shopping in Barangay Sampaloc Tanay Rizal
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N=50
What impressed Wx R Vl
you
must about the
product?
Quality 3.6 2nd M/A
Price 3.3 4th M/A
Shopping 3.56 1st A
Experience
Customer Service 3.3 3rd M/A
Weighted mean: 3.6 (Moderately agree)
Shopping in Barangay Sampaloc Tanay, Rizal in terms of “What impressed you must about the
product”
As shown in the table, according to Online platform use in the shopping table, “Shopping
Experience” ranked 1st with a weighted mean of 3.56 and was verbally interpreted as Agree .And
last in rank is “Price” with a weighted mean of 3.3 and verbally interpreted as Moderately Agree.
Table 4
The level of Customer Satisfaction On Online Shopping in Barangay Sampaloc Tanay Rizal
N=50
What types of Wx R VI
product did you
purchase (from
us, online ,in
store)?
Clothes 4.12 1st A
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Shoes 3.44 2nd M/A

Electronic 3.26 4th M/A
Health and Beauty 3.24 5th M/A
Supplements 3.36 3rd M/A
Weighted mean: 3.48 (agree)
Shopping in Barangay Sampaloc, Tanay, Rizal in terms of “types of product did you purchase (from
us, online, in store)?
As shown in the table, according to Online platform use in the shopping table, “Clothes” ranked 1 st
with a weighted mean of 4.12 and was verbally interpreted as Agree. And last in rank is “Health and
beauty” with a weighted mean of 3.24 and verbally interpreted as Moderately agree.
The overall The types of product did you purchase (from us, online ,in store)?
Is 3.48 or agree
Table 5
The level of Customer Satisfaction On Online Shopping in Barangay Sampaloc Tanay Rizal.
N =50
Which one effect Wx R VI

your satisfaction
must during your
previous shopping
online experience?
Price 4.12 1st A
The way of solving 3.28 2nd M/A
your complaint
Loyalty for online 3.2 3rd M/A
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Shop
The differences 2.5 4th S/A
between your
expectation and the
real products or
services
Weighted mean: 3.8(Moderately agree)
Shopping in Barangay Sampaloc,Tanay, Rizal in terms of Which one effect your satisfaction must
during your previous shopping online experience?
As shown in the table, according to Online platform use in the shopping table, “Price” ranked 1 st
with a weighted mean of 4.12 and was verbally interpreted as Agree. And last in rank is “The
differences between your expectation and the real products or services” with a weighted mean of 2.5
and verbally interpreted as Slightly agree.
The overall Which one effect your satisfaction must during your previous shopping online
experience is 3.8 or Moderately agree.
Table 6
The level of Customer Satisfaction On Online Shopping in Barangay Sampaloc Tanay Rizal.
N=50
How frequently Wx R VI
do
you purchase
things
online?
Once in a month 3.62 2nd A
Twice or five times 3.28 3rd M/A
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in
a month
More than 5 times 4.6 1st A
in
a month
Once in a year 2.5 4th S/A
Weighted mean: 3.58 (Strongly agree)
Table 6 presents the composite table on the Level of Customer Satisfaction on Online Shopping in
Barangay Sampaloc,Tanay, Rizal in terms of How frequently do you purchase things online?
As shown in the table, according to Online platform use in the shopping table, “More than 5 times in
a month” ranked 1 st with a weighted mean of 4.6 and was verbally interpreted as . And last in rank
is “Once in a year” with a weighted mean of 2.5 and verbally interpreted as Slightly agree.
The overall Which one effect your satisfaction must during your previous shopping online
experience is 3.58 or Agree.
Table 7
The level of Customer Satisfaction on Online Shopping in Barangay Sampaloc Tanay Rizal.
N=50
What can we do to Wx R VI
improve the
shopping
experience?
Reviews on items 4.12 1st A
Check the level, 3.6 2nd M/A
description of the
store products
Products imagine 3.3 3rd M/A
quality
Weighted mean: 4.53 (Strongly Agree)
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Table 7 presents the composite table on the Level of Customer Satisfaction on Online Shopping in
Barangay Sampaloc,Tanay, Rizal in terms of What can we do to improve the shopping experience?
As shown in the table, according to Online platform use in the shopping table, “Reviews on items”
ranked 1st with a weighted mean of 4.12 and was verbally interpreted as Agree. And last in rank is
“Products imagine quality” with a weighted mean of 3.3 and verbally interpreted as Moderately
agree.
The overall What can we do to improve the shopping experience is 4.53 or Strongly agree.
CHAPTER V
FINDINGS , CONCLUSION AND RECOMMENDATION
Summary of Findings
The findings of the study were arranged according to the statement of the problem:
● 1. What online platform do you use in shopping?

● The findings revealed that an average weighted mean of 4.1 revealed that the respondents has
strongly agree used online Platform in online shopping and also the findings revealed that the
majority of the respondents answer " Lazada" used in online shopping with the average
weighted mean of 4.6
● 2.What impressed you must about the product?
● The results showed that an average weighted mean of 3.6 revealed that the respondents had
Moderately agree of what impressed you must about the product.The findings revealed that
the majority of the respondents answered " Shopping Experience" with the average weighted
mean 3.56.
● 3.What types of products did you purchase (from us, online, in our store)?
Agree of what types of product did you purchase in online Platform. The findings revealed
that the majority of the respondents answered "Clothes" with the average weighted mean
4.12.
● 4. How frequently do you purchase things online?
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● The findings of the study shed some light on consumers ‘purchase frequency, where the
majority of the respondents representing average weighted mean 3.58 had Strongly agree
used the online platform on a regular basis for purchasing. The findings revealed that the
respondents answered "More than 5 times in a month" with the average weighted mean 4.6.
● 5.Which one effects your satisfaction most during your previous shopping online
experience?
● The results showed that an average weighted mean of
● 6. What can we do to improve the shopping experience?
Strongly agree of "What can we do to improve the shopping experience" The Findings
revealed that the majority of the respondents answered the "Reviews on items" with the
average weighted mean 4.12.
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 withinside the
marketplace as nicely because it allows the company to permit greater monetary advantage
withinside 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 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.
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Additionally, consumer pleasure will assist the employer to beautify their emblem call withinside 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 withinside the organizational
context. This take a look at allows to recognize the significance of the net purchasing on improvising
the consumer pleasure withinside the retail organization. The right techniques assist to recognize that
how an employer should put into effect the net purchasing withinside 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 withinside the organizational context. Online purchasing
is the most effective one key withinside the retail quarter for accomplishing fulfillment withinside
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 withinside 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.
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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.
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 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.
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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
23
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.
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
24
Tanay, Rizal
Tel No. (02) 514-4956
Student Researcher
SOLBUAN, ABHELYN
Student Researcher
QUESTIONNAIRE:
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:
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
25
Tanay, Rizal
Tel No. (02) 514-4956
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
● College
1.4.EMPLOYMENT STATUS
● Full-time employment
● Part-time employment
● Unemployed
● Self-employed
● Homemaker
● Student
● Retired
1.5.MONTHLY INCOME
● 5 thousand below
26
Tanay, Rizal
Tel No. (02) 514-4956
● 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
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
The differences between your expectation and
the real products or services
5.How frequently do you purchase things online?
Once in a month
27
Tanay, Rizal
Tel No. (02) 514-4956
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
28
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
MOTHER NAME: Nancy Agot
EDUCATIONAL BACKGROUND
PRIMARY: Camp Mateo Capinpin Elementary School
SECONDARY:
TERTIARY:
29
Tanay, Rizal
Tel No. (02) 514-4956
30

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Republic of the Philippines

UNIVERSITY OF RIZAL SYSTEM

Office of the College of Agribusiness Management

THE LEVEL OF CUSTOMER SATISFACTION ON ONLINE SHOPPING

Office of the College of Agribusiness Management

Office of the College of Agribusiness Management

Office of the College of Agribusiness Management

Background of the Study

Office of the College of Agribusiness Management

Office of the College of Agribusiness Management

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

Purpose of the Study

STATEMENT OF THE PROBLEM

2.What online platform do you use in shopping?

Office of the College of Agribusiness Management

7. What can we do to improve the shopping experience?

SIGNIFICANCE OF THE STUDY

SCOPE OF THE STUDY

•To know their brand loyalty.

Office of the College of Agribusiness Management

Office of the College of Agribusiness Management

information. Particularly, it examined the various determinants that possibly level of

SETTING OF THE STUDY

SUBJECT OF THE STUDY

Office of the College of Agribusiness Management

PROCEDURES OF THE STUDY

Office of the College of Agribusiness Management

The scale of statistical values used in this study is as follows:

Office of the College of Agribusiness Management

The Demographic Profile of the Respondents

Age Frequency Percentage Rank

Office of the College of Agribusiness Management

Result in the Demographic Profile of the Respondents in terms of Gender.

Gender Frequency Percentage Rank

Result in the Demographic Profile of the Respondents in terms of Educational attainment.

Office of the College of Agribusiness Management

Result in the Demographic Profile of the Respondents in terms of Employment status.

Employment Frequency Percentage Rank

Result in the Demographic Profile of the Respondents in terms of Monthly Income.

Monthly Income Frequency Percentage Rank

Office of the College of Agribusiness Management

The level of Customer Satisfaction On Online Shopping in Barangay Sampaloc Tanay

Office of the College of Agribusiness Management

Office of the College of Agribusiness Management

Shoes 3.44 2nd M/A

Which one effect Wx R VI

Office of the College of Agribusiness Management

Weighted mean: 3.8(Moderately agree)

Office of the College of Agribusiness Management

Office of the College of Agribusiness Management

FINDINGS , CONCLUSION AND RECOMMENDATION

● 1. What online platform do you use in shopping?

Office of the College of Agribusiness Management

Office of the College of Agribusiness Management

Office of the College of Agribusiness Management

These recommendations are:

Office of the College of Agribusiness Management

Office of the College of Agribusiness Management

Letter to the Respondents

REYES, MARIA DELMAR

Office of the College of Agribusiness Management

The Level of Customer Satisfaction on Online Shopping in Barangay Sampaloc,

This survey research was aimed to comprehend online purchase decision of