INQUIRIES, INVESTIGATIONS AND IMMERSION

Applied Subject
SY 2021 - 2022

MODULE 1 - THIRD QUARTER

Reporting Findings, Drawing Conclusions and Making Recommendations

Name: Dohinog, Joemarie Date: 5/2/2023

Esmilla, Alek Sandre
Martinez, Alexander

Section: Grade 12 ABM - St. Margaret Clitherow Teacher: Mr. Tabuena

Note: Write your answer/s and/or response/s on the space provided below. You may exceed on
the allotted space provided for each task.

MAJOR PERFORMANCE TASK – RESEARCH DISCUSSION (IMRAD)

Activity 6: Research Discussion

Research Title
The Satisfaction of Generation Z with online shopping platforms
DISCUSSION
The results of this study provide valuable insights into the satisfaction of Generation Z with
online shopping platforms. Several factors were examined, including the frequency of
engagement in online shopping, experiences of fraud or scams, importance placed on online
shopping, consideration of website security, satisfaction with delivery speed, trust in sellers,
accuracy of product descriptions and images, consideration of price, satisfaction with product
quality, experiences of returns or exchanges, satisfaction with return and exchange policies,
satisfaction with customer service, recommendations to others, perceived convenience,
perception of having more choices, safety of personal information, satisfaction with delivery
time, and experiences of bad encounters with online shopping platforms.

One interesting finding is that the majority of Gen Z individuals surveyed engage in online
shopping occasionally, suggesting that online shopping is a common activity for this generation.
However, it was also noted that a significant percentage of respondents have experienced fraud
or scams while shopping online, highlighting the need for enhanced security measures to
protect consumers.

The study also revealed that Gen Z individuals consider the security of a website to be an
important factor when shopping online. This emphasizes the significance of implementing robust
security measures to establish trust and enhance the overall shopping experience.
Additionally, the majority of respondents expressed satisfaction with the speed of delivery,
quality of products received, and customer service provided by online sellers. This indicates that
online shopping platforms have been successful in meeting the expectations of Gen Z
consumers in these areas.
 INQUIRIES, INVESTIGATIONS AND IMMERSION
Applied Subject
SY 2021 - 2022

Interestingly, price consideration was found to be an important factor for Gen Z individuals when
shopping online. This suggests that price competitiveness plays a significant role in their
purchasing decisions, highlighting the importance of offering competitive prices to attract and
retain Gen Z customers.

Furthermore, a considerable proportion of Gen Z individuals surveyed had positive perceptions

regarding the convenience and variety of choices offered by online shopping compared to
physical shopping. This aligns with the digital-native nature of Gen Z and their preference for
convenience and flexibility.

Despite the overall positive findings, it is important to note that a subset of respondents reported
having bad experiences with online shopping platforms. This highlights the need for continuous
improvement in areas such as platform functionality, user experience, and addressing customer
concerns to maintain high levels of customer satisfaction.
In conclusion, this study provides insights into the satisfaction of Generation Z with online
shopping platforms. The findings indicate that while online shopping is generally popular among
Gen Z individuals, there are important factors that influence their satisfaction, including security,
price, convenience, and customer service. By understanding these factors, online shopping
platforms can better cater to the needs and preferences of Gen Z consumers and enhance their
overall satisfaction, ultimately driving business success in the evolving digital marketplace.

Conclusions

The results of this study shed light on the satisfaction of Generation Z with online shopping
platforms. The findings indicate that online shopping is a common activity among Gen Z
individuals, with varying levels of engagement. While the majority of respondents have not
experienced fraud or scams, there is still a risk associated with online shopping that should be
addressed through enhanced security measures.

Gen Z individuals place importance on website security when making online purchases,
highlighting the need for robust security protocols to establish trust and ensure a safe shopping
environment. On the positive side, respondents expressed satisfaction with the speed of
delivery, product quality, and customer service provided by online sellers, indicating that online
platforms have succeeded in meeting their expectations in these areas.

Price consideration was found to be an influential factor for Gen Z individuals when shopping
online. This emphasizes the importance of offering competitive prices to attract and retain Gen Z
customers. Additionally, the convenience and variety of choices offered by online shopping
platforms were highly valued by respondents, aligning with the digital-native nature of Gen Z.
While the overall findings were positive, it is essential to address the concerns raised by a
subset of respondents who reported bad experiences with online shopping platforms.
 INQUIRIES, INVESTIGATIONS AND IMMERSION
Applied Subject
SY 2021 - 2022

Continuous improvements in platform functionality, user experience, and customer issue

resolution are necessary to maintain high levels of customer satisfaction.

In conclusion, this study highlights the factors influencing the satisfaction of Generation Z with
online shopping platforms. By understanding these factors, online retailers can tailor their
offerings to meet the preferences and expectations of Gen Z consumers, thereby enhancing
their overall satisfaction and loyalty. With the growing influence of Gen Z in the consumer
market, it is crucial for online shopping platforms to adapt and evolve to meet their changing
needs and preferences in order to remain competitive in the digital marketplace.

Recommendations

1. Enhance Website Security: Given the importance Gen Z individuals place on website
security, online shopping platforms should invest in robust security measures. This
includes implementing secure payment gateways, using encryption protocols to protect
customer information, and regularly updating security systems to address emerging
threats. By prioritizing security, platforms can build trust and confidence among Gen Z
consumers, ultimately increasing their satisfaction and loyalty.

2. Optimize Pricing Strategies: Price consideration was identified as a significant factor for
Gen Z when making online purchases. Online retailers should carefully assess their
pricing strategies to ensure they remain competitive in the market. This may involve
conducting market research, monitoring competitor pricing, and offering competitive
discounts or promotions. By providing attractive pricing options, platforms can attract
and retain Gen Z customers who prioritize value for money.

3. Improve Customer Experience: To address the concerns raised by respondents who

reported bad experiences with online shopping platforms, it is crucial for online retailers
to focus on enhancing the overall customer experience. This can be achieved by
improving platform functionality, optimizing website navigation, streamlining the
checkout process, and providing responsive customer support. Platforms should also
actively gather and address customer feedback to identify areas for improvement and
prioritize user satisfaction. By providing a seamless and positive shopping experience,
platforms can foster long-term customer loyalty among Gen Z individuals.

4. Incorporate User-Generated Content: Generation Z heavily relies on user-generated

content and online reviews to make purchasing decisions. Online shopping platforms
should leverage this trend by integrating user reviews, ratings, and testimonials
 INQUIRIES, INVESTIGATIONS AND IMMERSION
Applied Subject
SY 2021 - 2022

prominently on their websites. This can provide social proof and help Gen Z customers
make informed decisions. Additionally, platforms can encourage and incentivize
customers to leave reviews and share their experiences, further enhancing the trust
and credibility of their offerings.