GOLDENSTATE COLLEGE

General Santos City

THE CONSUMER’S REFERENCES FOR ONLINE DELIVERY SERVICE: JNT VS.

LBC IN PLAZA BRANCH GENERAL SANTOS CITY

An Undergraduate Thesis
Presented to the Faculty
College of Business and Management
Goldenstate College, General Santos City

______________________________________________________________________

A Partial Fulfillment
Of the Requirements to the Degree
Bachelor of Science in Business Administration
Major in Marketing Management
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Presented to:
MR. ADRIAN S. NICOLAS, MBM
Course Facilitator

By:

Alvarico, Pamela Dalumpines, Rashel Ann B.

Basas, Febbie Maureen B. Paraiso, Eliza P.
Belenson, Jean Krispel Kathe Paquidian, Jonalyn
Cabrera, Christine Jay Seran, Sophia Nicole Y.
Caday, Heeker Villanueva, Princess Kate T.
 CHAPTER 1

RATIONALE AND BACKGROUND

Introduction

Online delivery services are one of the most in demand services currently it is a process in
which it delivers consumer's purchases online such as parcels, letters, or it can be some other
goods that a courier delivers to a customer’s house. All consumers nowadays have a common
preferences, taste, accessibility, and lifestyles. Online purchases have become more and more
popular among the consumers as they shifted to traditional shopping to online
shopping and as this trend go by the demand of couriers has increased.

Here in General Santos City, there are two delivery companies that are commonly used and
among of these companies are the JNT and LBC and one of its branches was in General
Santos City Plaza. Even though these two were the same delivery company the consumers
have a reference when it comes to the delivery service of the two JNT vs. LBC.
 CHAPTER 2

CONCEPTUAL FRAMEWORK

An independent variable is the variable you have control over, what you can choose and
manipulate. It is usually what you think will affect the dependent variable. The variable of this
research study is the primary interest to the research. The researcher’s goal is to understand
and describe the dependent variable or to explain or predict it. The dependent variable for this
research study is the reference for online delivery service in JNT vs. LBC in plaza branch in
General Santos City.

Independent Variable Dependent Variable

Basic concepts
The consumer's reference Responsible and Patience
for online delivery service of the Customer.
e JNT vs. LBC in plaza
branch in General Santos
City.

Figure 1: Conceptual Framework

Statement of the Problem

This study aims to investigate The References of the Consumers to the Online Delivery
Service of JNT vs. LBC in Plaza Branch General Santos City.

Specifically, this study sought answers to the following questions:

1.What is the difference between JNT and LBC when it comes to the delivery service, they
provide to consumers in terms of:

1.1. Shipment;

1.2. Parcels quality;

1.3. Delivering parcels;

1.4. Consumers satisfaction?

Significance of the study

To the parents, this study will give them idea about references for online delivery service. The
result of this study can help them in choosing the branch for online delivery services.
To the students, this study will give them awareness on references for online delivery services
of two branches: JNT vs. LBC in Plaza in General Santos City. This study will serve as an eye
opener for the students regarding this service.
To the future researchers, this study will serve as a guide for them as they conduct similar
studies on the consumer's references for online delivery service of two branch: JNT vs. LBC in
Plaza in General Santos City.
Scope and Delimitations

The study discusses on the consumer's references for online delivery service of what are the
references of JNT vs. LBC in Plaza branch in General Santos City. The respondents of this
study are the customers of both JNT and LBC. This study is an attempt to analyze what the
Consumer's references for Online Delivery Service: JNT vs. LBC in Plaza branch General
Santos City.

Definition of terms

To make the study easier to understand and order, the researcher provides some questions for
the researcher's study.

Shipment
The ability of shipping to provide affordable and effective long-distance transportation places it
at the center of the global economy. Each year, ships carry over 11 billion tons of cargo. Based
on the current global population, this translates to an amazing 1.5 tons per person. Modern
existence is supported by shipping's ability to transport products and materials from the point of
production to the point of final consumption.
Shipping makes up about 50% of total exports and imports by value and 80% of total exports
and imports by volume for an economic region like the European Union.
Parcel Quality
Parcels quality builds brand recognition, fosters consumer loyalty, and controls expenses.
Businesses can lower costs associated with product returns, defects, and losses through
product quality control. Customers frequently purchase more from brands they are familiar with
and trust. And also, the packaging you have to think about your it in respect to branding on the
outside as well as in terms of guaranteeing safe delivery. Consider adding pamphlets and
special offers to the box if you want to improve the likelihood of more purchases.
Delivering parcels
Deliveries can lead to a customer planning their day around it, so providing a time slot for
delivery can ensure customers are satisfied with their experience and will shop with you
again. Courier delivery services are extremely popular and offer businesses cost effective ways
to distribute products both nationally and across the world.
Consumers satisfaction
Consumers satisfaction is used to measure how much customer is happy with any product, its
quality and overall experience. It reflects if customer is happy to engage with any business or
not. It is also an important aspect to measure success of a business.
it illustrates whether your customer base likes what you're doing. Research shows that high
satisfaction leads to greater customer retention, higher lifetime value, and a stronger brand
reputation.

Strategic Planning

A business plan for a delivery service walks you through every step of beginning and running
your company. Without a thorough business plan, you won't be aware of your industry
competitors and target market.

Effective Communication

Enables us to pinpoint their issue and offer faster assistance. Strong communication abilities are
among the most crucial characteristics for boosting any companies bottom line. You need to be
able to speak flawlessly to manage communication effectively, whether it be internal or external.

Respondents and Informants

The respondents of the study where the consumer of JNT and LBC in Plaza branch in General
Santos City. There were 57 customers that have been asked to answer the survey
questionnaires. The respondents were comprised of online sellers, students, non-employed
customers. The key informant of the study was the branch manager of both companies. The
informants were assigned to answer the interview questions given by the researchers in the
relation to the topics involves in this research.

Sampling Technique

A Consumer's references for online delivery service sampling technique are used to gather
information needed for this study. Sampling technique means that researchers collect data
respondents whenever it is convenient for them. This sampling makes it easier to collect data
with their resting time so as not to disturb. Although all researchers choose the respondents of
the branches and freely with convenience, it must be approved by both members before
conducting the survey or interview. Using them, researchers ask anyone they know to answer
survey questionnaires.
 Chapter 3

RESEARCH METHODOLOGY

This chapter discussed the Research Design, Research Instruments and Locale of the Study.

Research design

The research design that is used in this study is qualitative research descriptive method.
It helps the researcher to better describe the research problem about the consumer's references
for online delivery service of JNT vs. LBC in Plaza branch General Santos City. This research
was made to done to identify the relationship between concept and the variables. The study
also sought to know the consumers references when it comes to online delivery service.

To answer the questions identified in the study, a self-made survey questionnaire was
formulated in order to identified the consumers references between JNT and LBC plaza
branch. The questionnaire contains variety of questions based on concepts and variables being
measured in this study that will determine the consumer's references for online delivery service
of JNT vs. LBC in Plaza branch General Santos City. All gathered data were used as
the basis in providing conclusions and recommendations. On the next page shows the design of
the study.

Locale of the study

The researcher conducted the study in General Santos City Plaza, which is the place were
JNT and LBC branch located at. General Santos, officially the City of General Santos is the
southernmost city in the Philippines. Classified as a highly urbanized first class, General Santos
is the 15th most populous city in the country with 678,000 inhabitants as per 2022 census.
General Santos City is the regional center for commerce and industry of the Socsargen region,
and geographically located within the province of South Cotabato but administered independent
of it.

Research Instruments

To collect the needed information of the study, we constructed the self-made questionnaire.
This questionnaire focuses the consumer's reference for online delivery.
Direction: Based on your own experience in the following question, write your answer in the
blank space below.

1. What are the differences between JNT and LBC delivery?

Answer:

2. As a consumer what do you prefer the JNT or LBC? Why and why not?

Answer:

3. How satisfied are you with the delivery services of JNT or LBC?

Answer:
4. Which is the fastest transaction between JNT, and LBC deliver, why?

Answer: