Republic of the Philippines

Department of Education
REGION IV-A CALABARZON
SCHOOLS DIVISION OF BATANGAS
BALAYAN SENIOR HIGH SCHOOL
CALOOCAN, BALAYAN, BATANGAS

ONLINE SHOPPING: EXPERIENCES AND SATISFACTIONS OF SELECTED

ABM 12 SENIOR HIGH SCHOOL STUDENTS AT BSHS

A Quantitative Research
presented to the Faculty of Accountancy, Business, and Management Strand
Academic Track
BALAYAN SENIOR HIGH SCHOOL
Caloocan, Balayan, Batangas

in partial fulfillment of the requirements in

PRACTICAL RESEARCH

GROUP 24
Grade 12- ABM

Janice Dano Ona

Research Adviser

March – July 2021

 ABSTRACT

This study was titled “Online Shopping Experiences and Satisfaction of Selected ABM

12 Senior High School Students at BSHS.” This study aimed to visualize the online shopping

experiences, satisfaction, and their perspective when shopping online and the researchers

conducted four Statement of the Problem. First is what are the experiences of ABM students

when shopping online. Second is what is the perspective of selected ABM students on online

shopping experience. Third is what are the some of the reason why selected ABM students at

BSHS choose to shop online, and lastly, how experiences affect the online satisfaction of

selected ABM Senior High School students. It was limited to ABM 12 students and will not

quantify the other environment. This study is a Quantitative Research and it used Descriptive

Research design to describe students' experiences and satisfaction. It employs a survey

questionnaire as one of its instruments to collect information from the 51 respondents, all of

whom are ABM 12 Senior High School students. The survey Questionnaires contain 16 sets

of questions that will be answered by the students and will address the problem that this

study is addressing. The researchers distributed the formulated questionnaires using Google

Forms and Messenger, and after collecting the data, it will be analyzed and interpreted using

tables and descriptive analytical techniques. Based on the findings of Chapter IV, researchers

conclude that customer experiences have a strong and weak evidence that it has a real effect

on the satisfaction of ABM 12 Senior High School Students at BSHS when shopping online.
 ACKNOWLEDGEMENT

First and foremost, the researchers of this study would like to thank the
Almighty God for providing them with the knowledge and ability to carry out this
research. To the parents who understand and support me through the ups and
downs of this study, as well as provide guidance on how to accomplish it. To the
advisers and research teachers who teach and guide students on how to properly
write a research study while also devoting time and effort to provide clarification.

The researchers, on the other hand, would like to express their heartfelt
appreciation to all of the study participants. This study expresses its heartfelt
appreciation to the individuals who have made significant contributions and
cooperated in order for this research to be accomplished.
 TABLE OF CONTENTS

TITLE PAGE……………………………………………………………………………… i
ABSTRACT………………………………………………………………………………… ii
ACKNOWLEDGEMENT…………………………………………………………………. iii
TABLE OF CONTENTS………………………………………………………………… iv
CHAPTER
I. INTRODUCTION……………………………………………………………………… v
Background of the study……………………………………………………………………… 1
Statement of the Problem…………………………………………………………………… 2
Significance of the Study…………………………………………………………………… 3
Scope and Delimitation……………………………………………………………………… 3
II. REVIEW OF RELATED LITERATURE…………………………………………… vi
Related Literature…………………………………………………………………………… 4
Conceptual Framework……………………………………………………………………… 6
Hypothesis(es) ……………………………………………………………………………… 6
Definition of Terms………………………………………………………………………… 7
III. METHODOLOGY…………………………………………………………………… v
Research Design…………………………………………………………………………… 8
Sample……………………………………………………………………………………… 8
Instruments…………………………………………………………………………………. 9
Data Collection Procedure………………………………………………………………… 9
Data Analysis……………………………………………………………………………… 9
IV. PRESENTATION AND ANALYSIS OF DATA……………………………………
vi
Table 1.1……………………………………………………………………………………. 10
Figure 1.1…………………………………………………………………………………… 11
Table 1.2…………………………………………………………………………………… 11
Figure 1.2…………………………………………………………………………………… 12
Table 1.3…………………………………………………………………………………… 12
Figure 1.3…………………………………………………………………………………… 13
Table 1.4…………………………………………………………………………………… 13
Figure 1.4…………………………………………………………………………………… 14
Table 2.1…………………………………………………………………………………… 14
Figure 2.1…………………………………………………………………………………… 15
Table 2.2…………………………………………………………………………………… 15
Figure 2.2…………………………………………………………………………………… 16
Table 2.3…………………………………………………………………………………… 16
Figure 2.3…………………………………………………………………………………… 16
Table 2.4…………………………………………………………………………………… 17
Figure 2.4………………………………………………………………………………… 17
Table 3.1…………………………………………………………………………………… 18
Figure 3.1…………………………………………………………………………………… 18
Table 3.2…………………………………………………………………………………… 19
Figure 3.2…………………………………………………………………………………… 19
Table 3.3……………………………………………………………………………………. 19
Figure 3.3…………………………………………………………………………………… 20
Table 3.4…………………………………………………………………………………… 20
Figure 3.4…………………………………………………………………………………… 21
Table 4.1…………………………………………………………………………………. 21
Figure 4.1…………………………………………………………………………………… 22
Table 4.2…………………………………………………………………………………… 22
Figure 4.2………………………………………………………………………………… 23
Table 4.3………………………………………………………………………………… 23
Figure 4.3………………………………………………………………………………… 23
Table 4.4………………………………………………………………………………… 24
Figure 4.4………………………………………………………………………………… 24
Re-conceptual Framework……………………………………………………………… 25
V. CONCLUSIONS AND RECOMMENDATIONS…………………………………… vii
Summary…………………………………………………………………………. 26
Sop 1 Conclusion………………………………………………………………………… 26
Sop 2 Conclusion………………………………………………………………………… 27
Sop 3 Conclusion………………………………………………………………………… 27
Sop 4 Conclusion………………………………………………………………………… 28
Recommendation………………………………………………………………………… 28
APPENDICES…………………………………………………………………………… viii
 Chapter I
INTRODUCTION

This chapter of the paper presents the problem and its setting. It includes the

background of the study, the statement of the problem, significance of the study, and

scope and delimitation of the study.

Background of the Study

Online shopping is a form of electronic commerce which allows consumers to

directly buy goods or services from a seller over the Internet using a web browser or

a mobile app. Customers’ experience is the impression your customers have of your

brand as a whole throughout all aspects of the buyer’s journey (Bordeaux, 2020),

while Customer satisfaction is defined as a measurement that determines how

products or services provided by a company meet customer expectations (Kierczak,

2021).

Because of the numerous advantages and benefits, more and more people

say they prefer online shopping over conventional shopping these days. The buyer’s

decision-making process has changed dramatically in recent years. Buyers are

conducting extensive research online before ever speaking to a salesperson. Buyers

are also making more direct purchases online and via their smartphone, never

stepping foot into traditional brick-and-mortar locations. The internet makes doing

business much easier and faster. It’s led to changes in the way people do business

with a rapidly growing worldwide trend towards online shopping or e-commerce.

 In having a business, most important here is your customers, whereas they are

part of a business growth. It is also considered that the customers experience is

crucial to the success of your business because a happy customer is one who is

likely to become a loyal customer who can help you boost revenue.

Customer satisfaction should be also considered a vital component of any

business because it provides marketers and business owners with a metric that can

be used to measure and improve business performance from a customer

perspective. In addition, it can provide business with crucial information to

understand what aspects are successful and improvements need to be made.

Statement of the Problem

The purpose of this study is to visualize the ABM 12 senior high school

students’ experiences, what their satisfaction that makes them buy online and how

satisfied they are with their purchase. In addition, it will also determine the perception

of students when shopping online. Specifically, it seeks to answer the following

questions:

1. What are the experiences of ABM students when shopping online?

2. What is the perspective of selected ABM students on online shopping

experience?

3. What are the some of the reason why selected ABM students at BSHS

choose to shop online?

4. How experiences affect the online satisfaction of selected ABM Senior

High School students?

Significance of the Study

This study would be able to contribute research-based data information on

Senior High School ABM 12 students' Online Shopping Experiences and Satisfaction

at BSHS.

More specifically, this research will be beneficial to a number of different

groups of people.

Seller - The seller would be benefit from this study because they will know the

perception and expectation of their customer on their purchase products/goods.

Buyer - The buyer would be benefit from this study because they will have more

understanding on online shopping experiences and the factors affecting their

expectation about the products/goods.

Business owners/Online shop - This study would be benefit to them because they

will know what and how to improve or enhance their products/goods.

Future Researchers - This study would be useful to potential researchers who want

to conduct the same study as we did, as it will help them in their research.

Scope and Delimitation

This study will only aim at ABM 12 Senior High School Students' online

purchasing experiences and satisfaction at Balayan Senior High School, under

Accountancy, Business and Management Strand, academic year 2020 – 2021.

In general, the study's scope is limited to ABM 12 students’ satisfaction and

experiences, and it will not seek to quantify these variables in any other environment.
 Chapter 2
REVIEW OF THE LITERATURE AND CONCEPTUAL FRAMEWORK

This chapter of the paper presents the review of related literature, the

conceptual framework, the research hypotheses, and the definition of terms.

Related Literature

Online shopping has grown in popularity over the years, particularly now that

people are suffering from the Coronavirus, which has made it difficult for them to

leave their homes.

People nowadays choose to shop online because it is simple to find and order

what they want. There are people today who are unable to go to the supermarket

due to a lack of time or a hectic schedule. Some customers are too lazy to drive to

the stores to buy those products; instead, they tend to stay at home and search the

internet for the stuff they want. Furthermore, because online shopping makes it

easier for people to buy what they want, many businesses now have a dedicated

website where customers can make purchases and other businesses implement

their own strategies to gain the loyalty of customers. One of these is providing a

good experience to customers because it is key to exceeding customers’

expectations. Brands have to be accurate, dependable, and provide the service they
guaranteed. The opportunity lies in the ability to deliver what you promised and

surprise your customer with extra care and support (Frichuo, 2020)

Customer experience is big deal in a business and According to Hassey

(2019), the goal of being hyper-focused on the shopping experience is to build brand

loyalty. If a customer has an amazing shopping experience and genuinely feels like

the company values them, there’s a good chance that this customer will have your

business in mind when it’s time to order again.

In a business they mainly focus on their customers with the products and

services they offer. Many consumers no longer base their purchasing decisions on

price or product, but rather on the experiences that a company can provide. In every

business, providing a good customer experience is crucial; the more good

experiences consumers have, the more likely they are to return. However, if a

customer does not receive a good experience the business will receive a bad

feedback and customer satisfaction will not be achieved - customer satisfaction can

show you where your business is getting it right and where you are struggling to

meet people’s expectations. If your customer satisfaction levels are low, you should

quickly learn why and look for resolutions. On the other hand, high customer

satisfaction indicates that customers are enjoying their experience with your

company (Qayum, 2021) and Customer satisfaction is the key to creating a long-

term relationship with your customers. If you think back to the dating analogy, going

through the sales process is just like wooing your prospect to turn them into a

customer (Chambers, 2020).

Focusing on what needs to be done to please the customer will help create

loyalty and a partnership between the company and the customer, but maintaining

that relationship is difficult. Consumers will still look for a good experience or service,
which is why businesses must consider what they need to do to catch the hearts of

all customers, especially the customers experience. In reality, customer satisfaction

and experience are related; when customer satisfaction is no longer met, the

organization must consider how to enhance the customer experience. Moreover, we

all know that customers are extremely important in a company; no business can

survive without them. As a result, in order to grow, the business must focus on the

thoughts and experiences of its customers.

Conceptual Framework

Below is the conceptual framework of this study. It contains the variables of this
study, and the tools that researchers will use to achieve the goals of this study.

INPUT PROCESS OUTPUT

 Online Shopping a). Construction of  Determined the
Experiences questionnaires online shopping
 Satisfaction of experiences and
b). Distribution of satisfaction of
Students
questionnaires selected ABM 12
c). Gathering of data senior high school
students at BSHS.
d). Analysis, interpretation,
and presentation of data.

Research Hypothesis(es)

Research Question: How experiences affect the online satisfaction of selected ABM

Senior High School students?

Ho: The experiences have no effect on the online satisfaction of Selected ABM 12

Senior High School Students.

Ha: experiences have an effect on the online satisfaction of Selected ABM 12

Senior High School Students.

Definition of Terms:

Online Shopping – Online shopping is a form of electronic commerce which allows

consumers to directly buy goods or services from a seller over the Internet using a

web browser or a mobile app.

Experiences – A chain of incidents that customers participate and consume during

shopping which arises with the stimulus created by firms to create positive feelings

before and after shopping.

Satisfaction – Customer satisfaction is defined as "the number of customers, or

percentage of total customers, whose reported experience with a firm, its products,

or its services (ratings) exceeds specified satisfaction goals."

Seller – is an individual or other entity that offers a good, service, or asset in return

for payment.

Buyer – A buyer is a person who is buying something or who intends to buy it.
 Chapter 3
METHODOLOGY

This chapter includes the research design, the sample, the instruments, the

intervention (if research is experimental), the data collection procedure, and the plan

for data analysis.

Research Design

This is a quantitative study titled "Online shopping: Experience and

satisfaction of selected ABM students at BSHS." The researcher selected a

descriptive research design for this study because the aim is to describe the

experiences and satisfaction of selected respondents from the ABM strand when

purchasing products online.

The Sample

The respondents for this study will be randomly selected from Balayan Senior

High School Grade 12 ABM students. When students made purchases online, the

researchers were able to identify their experiences and satisfaction. The researchers

will use stratified sampling as their sampling method.

To determine the respondents needed in our research study, we use stratified

random sampling. We use the formula n=20%N+1 to determine a sample of 51

respondents from a total population of 250. Using the stratified sampling method, we

calculated a total sample size of ABM students per section.

Sections No. of Respondents

Macapagal 10

Osmena 10

Roxas 10

Quezon 9

Quirino 12

The Instrument(s)

In order to gather necessary data and information, the researcher will

formulate questionnaire to provide data on the variable being studied. The

questionnaire includes or explains the research, purpose and the instructions on how

to fill out the said questionnaire.

Data Collection Procedure

The researchers personally administered the research instruments to the

respondents. They conferred and discussed the significance of the study and

accomplished the distribution of the instrument property. The respondents were

given to accomplish the forms to prevent them from giving to hasty response. The

researcher went to the High School ABM 12 students collecting to the accomplished

the questionnaire. In order to gather the data, we will use messenger, Google Forms,

or email to distribute the formulated questionnaire to the selected ABM 12b senior

high school students.

Data Analysis

After collecting responses from respondents, the researcher will evaluate and

analyze the results. The findings will be explained using graphs or tables that are

simple to understand and interpret.

Chapter 4
PRESENTATION AND INTERPRETATION OF DATA

In the previous chapter, we formulated questionnaires for the respondents,

who are ABM 12 students at Balayan Senior High School, to determine their online

shopping experiences and satisfaction. We constructed a total of 16 survey

questions that we believe will provide answers to the problem we are addressing

with our research. In this chapter, we will present the responses from our

respondents as well as our interpretation through the use of tables and descriptive

analytical techniques.

1. What are the experiences of ABM students when shopping online?

Table 1.1. Have you ever shopped online?

Measurement Scale Frequency Percentage
Yes 44 86.3%

No 7 13.7%
YES NO
0.863

13.70%

YES
 Figure 1.1

Table 1.1 shows students who have shopped online. According to this table, 86.3 %

have had it, while 13.7 % have not. It also means that many abm students are

experiencing and are more vulnerable in this way, especially now in the midst of

pandemic.

Table 1.2. How often do you shop online?

Measurement Scale Frequency Percentage
Very Often 4 7.8%
Sometimes 34 66.7%
Rarely 9 17.6%
Never 4 7.8%

VERY OFTEN SOMETIMES RARELY Column4

66.70%

0.176
0.078

0.078

VER Y OF TEN SOMETI MES RAREL Y NEVER

Figure 1.2
Table 1.2 shows how frequently students buy online. According to the findings, 66.7

% only buy online once, 17.6 % rarely buy online, and 7.8 % always buy online. 7.8

% have never experienced it. That means that only a few of them do not want to buy

online.

Table 1.3. How would you rate your overall experience?

Measurement Scale Frequency Percentage
Average 30 58.8%

Excellence 17 33.3%

Poor 4 7.8%

EXCELLENCE AVERAGE POOR

58.80%
0.333

0.078

EX C EL L EN C E AVER AG E P OOR

Figure 1.3

Table 1.3 shows how abm students rate their online experience. According to the

findings, 58.8 % preferred online purchases. and 33.3 % don't like what they buy

online, while 7.8 percent don't like it and have never liked to shop online. It shows

that many more people are still satisfied online.

Table 1.4. How satisfied are you with the delivery of product you purchased
online?
Measurement Scale Frequency Percentage
Very Satisfied 10 19.6%

Satisfied 36 70.6%

Less Satisfied 1 1.96%

Not at all 4 7.8%

VERY SATISFIED SATISFIED LESS SATISFIED NOT AT ALL

70.60%
0.196

0.078
0.0196

VER Y SATI S FI ED SATI SFI ED L ESS SATI SFI ED NOT AT AL L

Figure 1.4

Table 1.4 shows how satisfied ABM students were with delivering their product

online, based on the result that 70.6% were satisfied with their experience here.

19.6% actually liked it, and 7.8% didn’t like it. and there is 1 who doesn't like it the

most. so it can be seen in this table that many more did not like it

2. What is the perspective of selected ABM students on online shopping

experience?

Table 2.1. Is your feedback in online shopping is good?

 Measurement Scale Frequency Percentage
Very often 11 21.6%

Often 22 43.1%

Sometimes 15 29.4%

Rarely 0 0

Never 3 5.9%

VERY OFTEN OFTEN SOMETIMES RARELY NEVER

43.10%

0.294
0.216

0.059
0

VER Y OF TEN OFTEN SOMETI MES R AR EL Y NEVER

Figure 2.1

Table 2.1 shows if the feedback of students in online shopping is always good.

Based on the results of the survey of 51 selected ABM 12 students, if their feedback

on shopping is good, 22 students said that they often get good feedback on

shopping online, I conclude that they also wonder if the product they have ordered is

correct.

Table 2.2. What actions did you take if a product you received was damaged or
incorrect?
Measurement Scale Frequency Percentage
 Contact the seller 31 60.8%

Examine the product/item 7 13.7%

Ask for a refund 10 19.6%

Nothing 3 5.9%

CONTACT EXAMINE ASK NOTHING

0.608

0.196
13.70%

C ONTAC T TH E EX AMI NE TH E ASK F OR A R EF UND 0.059

NOTH I NG
SEL L ER P ROD UC T

Figure 2. 2

Table 2.2 shows what action will you take when the ordered item is damaged,

according to the responses of our survey of selected ABM students. Many students

said it is better to call or talk to the seller to ask why their order is damaged.

Table 2.3. Is there someone who influences you to shop online?

Measurement Scale Frequency Percentage
Yes 36 70.6%
YES NO
0.706

No 15 29.4%
29.40%

YES NO
. Figure 2.3

Table 2.3 shows of the few students who were selected to survey whether anyone

influenced them to shop online, most said yes. We know that everyone's situation is

difficult in this pandemic. Maybe we can really be influenced by our housemates or

our friends. Better to just order online.

Table 2.4. What are the most common issues you had when shopping online?
Measurement Scale Frequency Percentage
Quality of the product 30 58.8%
Additional charges 1 1.96%

Shipping charges 17 33.3%

Poor customer services 2 4%

None 1 1.96%

QUALITY OF THE PRODUCT ADDITIONAL CHARGES SHIPPING CHARGES

POOR CUSTOMER SERVICE NONE
0.588

0.333

0.0392

0.0196
1.96%
 Figure 2.4

Table 2.4 shows that most ABM students’ first problem when shopping online is the

quality of the product. Almost everyone will be enticed when they see good,

especially in the pictures displayed, but you will only be disappointed when your

order arrives quality is not good.

3. What are the some of the reason why selected ABM students at BSHS

choose to shop online?

Table 3.1. In a particular situation what is your preferred way of shopping?

Measurement Scale Frequency Percentage
Online 23 45.1%

In stores 28 54.9%

ONLINE IN STORES
54.90%
0.451

ONL INE I N STOR ES

Figure 3.1
Table 3.1 shows the data about the responses in the particular situation on preferred

way of shopping. Based on the provided information the total highest percentage of

answered is 54.9％, which is in-stores while on shopping online is 45.1 ％. However,

this will interpret that consumer preferred to purchase in-stores than shop online.

The way of shopping in-stores is great help for those who had doubt on shopping

online.

Table 3.2. Are you lazy to shop in the traditional way, that’s why you prefer to
avail the product online?
Measurement Scale Frequency Percentage
Yes 25 49%

No 26 51%

YES NO
51.00%
0.49

YES NO

Figure 3.2

Table 3.2 shows the data about the responses of choosing which to prefer, a

traditional way or avail online. Based on the provided information the frequency of

answered Yes is 49 ％ while No is 51 ％ . However, the interpretation means that

consumers choose to shop in a actual way. The way of shopping in traditional/actual

is great choice for those who want to see the availing product in actual.
Table 3.3. Is there any experience that your purchased product is not good in
actuality?
Measurement Scale Frequency Percentage
Very often 1 1.96%

Often 12 23.5%

Sometimes 24 47.1%

Rarely 14 27.5%

VERY OFTEN OFTEN SOMETIMES RARELY

0.471

0.275
23.50%
0.0196

VER Y OFTEN OF TEN SOMETI MES R AR EL Y

Figure 3.3

Table 3.3 shows the data about the responses of experiencing of purchased product

that is not good in actual. Based on the measurement scales that consumers

encounter this scenario sometimes, which is 47.1 ％ experience this situation. As a

result, the experiences sometimes happen on the consumer on availing product

online. This will be based that consumer have not good feedback on shopping

online.

Table 3.4. Do you think online shopping encourages you to save more money
in order to purchase the item you want?
 Measurement Scale Frequency Percentage
Yes 24 47.1%

No 27 52.9%

YES NO

52.90%
0.471

YES NO

. Figure 3.4

Table 3.4 shows the data about the responses if online shopping encourages to save

more money, in order to purchase the item wanted. Based on the provided

information the total answered Yes is 24 while No is 27, which is the highest

percentage is 52.9%. However this will interpreted means that shopping online will

not give an encouragement to save more money

4. How experiences affect the online satisfaction of selected ABM Senior High

School students?

Table 4.1. What was the most disappointing aspect of product/service you
purchased online?
Measurement Scale Frequency Percentage
Price 7 13.7%

Quality 30 58.8%

Shopping experience 5 9.8%

Customer service 8 15.7%

 Delivery time 1 1.96%

PRICE QUALITY SHOPPING EXPERIENCE

CUSTOMER SERVICE DELIVERY TIME

58.80%

0.157
0.137

0.098

0.0196
PRICE QUAL I TY SHOPP ING C US TOMER D EL I VER Y TI ME
EX P ER I ENC E SERVI CE

Figure 4.1

Table 4.1 shows the most disappointing aspects of a product/service purchased

online by respondents. As a results, 30 respondents answered Quality with 58.8%,

followed by 8 who answered Customer Service with 15.7%. 7 who answered Price

with 13.7%, 5 who answered Shopping Experience with 9.8%, and one who

answered Delivery Time. This indicates that the majority of Balayan Senior High

School students experienced disappointments when they made online purchases

due to the Quality of the product they purchased.

Table 4.2. Is your satisfaction influenced by the experiences that a company

offers?
Measurement Scale Frequency Percentage
Yes 35 68.6%

No 16 31.4%
 YES NO

0.686

31.40%
YES NO

Figure 4.2

Table 4.2 shows how each company’s offerings to customers influence their

satisfaction. As a result, 36 out of 51 students answered yes with 68.6 % and 16 with

31.4 %. This indicates that students from Balayan Senior High School agreed that

their satisfaction is determined by what each company or business offers to them,

but there are still students who say no, implying that their satisfaction is unaffected

by what the company offers.

Table 4.3. Do you make a repeat purchase if you are satisfied with the product
and the experiences provided by a business?
Measurement Scale Frequency Percentage
Yes 44 86.3%

No 7 13.7%

YES NO
0.863

13.70%

YES NO
. Figure 4.3

Table 4.3 shows if a customer did repeat purchase if they are satisfied with the

product and experiences provided by a business. As a result, 44 of the 51 students

answered yes with 86.3 % and 7 of them answered no with 13.7 %. This indicates

that the majority of students make a repeat purchase whenever a business provides

excellent customer service and the product is not disappointing.

Table 4.4. How satisfied are you with your overall experience?
Measurement Scale Frequency Percentage

Extremely satisfied 10 19.6%

Satisfied 38 74.5%

Moderately satisfied 2 3.92%

Not satisfied 1 1.96%

EXTREMELY SATISFIED MODERATE NOT SATISFIED

74.50%
0.196

0.0392

0.0196

EX TR EMEL Y SATI SFI ED MOD ER ATEL Y NOT SATI S FI ED

SATI SFI ED SATI SFI ED

Figure 4.4
Table 4.4 shows the responses from the questions asked about how satisfied

students were with their overall experience. As a result, 38 students answered

satisfied with 74.5 %, 10 students answered extremely satisfied 19.6%, 2 students

answered moderately, and 1 student answered not satisfied with results with a

negative percentage. That indicates that the majority of students are satisfied with

their overall experience, and some are extremely satisfied, implying that they

encounter some issues while shopping online, but there are still factors that make

them enjoy it. However, there are still students who answered moderately or

unsatisfied, implying that their shopping experience is not positive every time they

purchase a product online.

Re-conceptual Framework

INPUT PROCESS OUTPUT

 Online Shopping a). Construction of  There have been
questionnaires both strong and
Experiences
weak evidence
 Satisfaction of b). Distribution of that online
questionnaires shopping
Students
experiences affect
c). Gathering of data
customer
d). Analysis, satisfaction.
interpretation, and
presentation of data.
 Chapter 5
CONCLUSION AND RECOMMENDATION

Conclusion

The necessary data has already been gathered and analyzed. The data

gathered is enough to provide a clear understanding and answer to the problem or

objectives that this study seeks to address.

1. What are the experiences of ABM students when shopping online?

According to the findings in Chapter IV, the majority of ABM students

from Balayan senior high school have already shopped online, and they

usually encounter some factors that affect their satisfaction. As a result, the

researchers conclude that students occasionally buy online if they know it is

convenient or trustworthy. They are also having some issues that are affecting

their overall online shopping experience.

2. What is the perspective of selected ABM 12 students on online shopping

experience?

According to the findings in Chapter IV, the majority of students say

they are influenced by someone when they purchase online and have some

issues when they avail their product online. As a result, researchers conclude

that someone's influence does have an effect on a person's decision. There

are factors that shoppers encounter when shopping online that affect their

satisfaction, leading them to contact the seller to provide feedback.

 3. What are the some of the reason why selected ABM students at BSHS

choose to shop online?

According to the findings in Chapter IV, in a specific situation, ABM

students preferred to buy needs and wants in stores rather than online. They

sometimes have the experience that the product they recieve is not good in

reality, and online shopping does not encourage them to save money by

purchasing online. As a result, researchers conclude that students prefer to

buy the products they require in stores so that they can examine and inspect

the product in person to determine its quality. Furthermore, online shopping

did not help them save money; rather, it caused them to spend money in to

get the product they needed and desired.

4. How experiences affect the online satisfaction of selected ABM 12 Senior

High School Students?

According to the findings in Chapter IV, whenever they avail their

product online, they are disappointed that the quality is not really good, which

affects their experiences and satisfaction. Their experiences determine

whether they will return to the same shop or look for another that will

undoubtedly sell a good product. As a result, the researchers conclude that

there are some disappointing aspects of the product that they occasionally

encounter when purchasing online. Furthermore, their online shopping

experiences had a real impact on their purchasing decisions and satisfaction.

Recommendation

The following recommendation is based upon on the results of this study.

 For the sellers. The researchers recommend sellers to examine the product

they sell to the market to determine whether it is good or not in order to receive

positive feedback and gain customer loyalty.

For the Buyer. The researchers recommend buyers that when purchasing

their product, they should look for a trusted store that sells high-quality products and

provides excellent customer service.

For the business owners. The researchers recommend business owners to

ensure that they provide business customer service to their customers and

understand their satisfaction in order to gain customer loyalty and the success of

their business.

For the future researchers and students. The researcher recommends future

researchers and students to look into additional variables that will broaden the scope

of this study and provide more knowledge that will benefit the audience and future

researchers. Create improved questionnaires that will undoubtedly make it easier to

collect the necessary data and use statistical tools to help interpret the collected data

in an easier-to-understand manner.
 References

Ben. (2017, June 18). The Importance of Customer Satisfaction. Thoughtshift.

https://www.thoughtshift.co.uk/the-importance-of-customer-satisfaction/

Bloomenthal, A. (2019, March 29). Customer. Investopedia.

https://www.investopedia.com/terms/c/customer.asp

Bordeaux, J. (2020a, November 18). What is Customer Experience? (And why it’s

so important). Hubspot. https://blog.hubspot.com/service/what-is-customer-

experience

Bordeaux, J. (2020b, November 18). What Is Customer Experience? (And Why It’s

So Important). Hubspot. https://blog.hubspot.com/service/what-is-customer-

experience

Chambers, S. (2020, September 3). The Importance of Customer Satisfaction.

Nicereply. https://www.nicereply.com/blog/importance-of-customer-

satisfaction/

Frichuo, F. (2020, March 25). 5 Reasons why customer experience is the pulse of

every business right now. Trustpilot.

 https://business.trustpilot.com/reviews/blog/5-reasons-why-customer-

experience-is-the-pulse-of-every-business

Hartley, J. (2016, January 4). Why Sell Online? The Importance of eCommerce in

Your Sales Strategy. Business 2 Community.

https://www.business2community.com/ecommerce/sell-online-importance-

ecommerce-sales-strategy-01415866

Hassey, K. (2019, January 14). Why the customer experience is important in your

eCommerce strategy. Elasticpath. https://www.elasticpath.com/blog/customer-

experience-for-ecommerce-strategy

Hayes, A. (2020, July 4). Business. Investopedia.

https://www.investopedia.com/terms/b/business.asp

Kierczak, L. (2021). Why its still important in 2021. Survicate.

https://survicate.com/customer-satisfaction/importance-custimer-satisfaction/

Nyxone. (2017, April 13). Importance of E-Commerce and Online Shopping and

why to sell online. Medium. https://medium.com/@nyxonedigital/importance-

of-e-commerce-and-online-shopping-and-why-to-sell-online-5a3fd8e6f416

Online shopping. (2021, March 31). In Wikipedia.

https://en.wikipedia.org/wiki/Online_shopping

Qayum, A. (2021, February 11). Customer Satisfaction:6 Reasons Why Customer

Satisfaction Is Important. Oberlo. https://www.oberlo.com.ph/blog/customer-

satisfaction
 APPENDICES

SURVEY QUESTIONNAIRE
Instruction: The Online Shopping: Experiences and Satisfaction of Selected ABM Senior High
School Students at BSHS will be determined by a series of questions listed below. Please respond
to each question as honestly as possible. Tick (/) the box of your appropriate answers.

Name (optional): ____________________________ Sex: F M

Strand/Section: _____________________________ Age: __________

SOP 1: What are the experiences of ABM students when shopping online?

1. Have you ever shopped online?

Yes No

2. How often do you shop online?

Very often Rarely

Sometimes Never

3. How would you rate your overall experience in online shopping?

 Excellence Poor

Average

4. How satisfied are you with the delivery of product you purchased online?

Very Satisfied Not at all

Satisfied

SOP 2: What is the perspective of selected ABM students on online shopping

experience?

1. Is your feedback on online shopping is good?

Very often Never

Sometimes

Rarely

2. What actions did you do take if a product you received was damaged or

incorrect?

Contact the seller

Examine the product/item

Ask for a refund

Nothing

3. Is there someone influence you to shop online?

Yes
 No

4. What are the most common issues you had when shopping online?

Quality issues

Additional charges

Shipping Charges

Poor customer services

Other (please specify) ______________

SOP 3: What are the some of the reason why selected ABM students at BSHS

choose to shop online?

1. Do you prefer to shop online or in stores?

Online

In stores

2. Are you last to shop in traditional way, that’s why you prefer to avail product

online?

Yes

No

3. Is there any experience that your purchased product is not good in actual?

Very often Never

Sometimes

Rarely
 4. Do you think online shopping encourages you to save more money in order to

purchase the item you want?

Yes

No

SOP 4: How experiences affect the online satisfaction of selected ABM Senior High

School students?

1. What was the most disappointing aspect of the product/services you purchase

online?

Price

Quality

Shopping Experiences

Customer Services

Other (please specify) ________________

2. Is your satisfaction influenced by the experiences that a company offers?

Yes

No

3. Do you make a repeat purchase if you are satisfied with the product and the

experiences provided by a business?

Yes
 No

4. How satisfied are you with your overall experience?

Extremely Satisfied

Somewhat Satisfied

Not at all