‘’Consumer Usage Behaviour and Clients Satisfaction among internet users in Panabo’’

Proponents: Ranzir John B. Caluban

Adie A. Asna

Date of Submission: __________________

Contents:

A. Description of the project.

Rationale

With the power of the internet, we can do more things in the comfort of our home. From
online jobs to online banking, the most popular thing in the online world is online shopping, or
electronic commerce (e-commerce).
Over the last couple decades or so, e-commerce platforms have slowly crept into our
daily lives. These days, online giants like Amazon and Alibaba are well-known for their great
deals and convenient purchasing options. The history of e-commerce is undoubtedly an eventful
one. The progress of both technology and e-commerce have so far not shown any signs of
slowing down, and that may be because the needs of their customers are continually changing,
too. This channel for retail gave customers more bargaining power than ever, making it
imperative for online businesses to truly understand consumer behavior (Louise Myjel Guevarra,
2018).
For more than two decades now, e-commerce has been successful as a mode of
purchasing good and services online. With the rise of this new form of purchasing, consumer
behavior will be affected, since this will impact the satisfaction of the customer as what the
saying goes “Customer is always right”. Because consumer satisfaction will the face of a
business and measures how consumer behavior meets or surpasses a customer’s expectation from
the product. This study will then show if consumer usage behavior may then affect the
satisfaction of clients or consumer.

Research Problem/ Objectives of the Study

Internet in Panabo City has become cheaper and more accessible not just to the middle
class but most in living below in the lower class. The study aims to determine the relationship
between consumer behavior and client satisfaction. In this study, the proponents would like to
know the following: aims to determine if there is a relationship between consumers ‘usage
behavior and client satisfaction among internet users in Panabo. Specifically, it required
answers to the following questions:
 1. What is the impact of consumer behaviours in terms of client satisfaction among
internet users?
1.1 Customer Loyalty
1.2 Customer tolerance
1.3 Promotion
2. What is the level of consumer satisfaction among internet users in Panabo?
3. Is there any significant relationship between consumer behaviour and client
satisfaction among internet user in Panabo?

Conceptual Framework

This study was based on Nasir Ishfaq & Huang Mengxing,( 2021). The premise is that
there is a correlation between consumer behavior and customer satisfaction. Consumer
behavior is described by the following indicators:
Customer Loyalty, Customer tolerance, and Promotion.
This research is also supported by Nasir Ishfaq & Huang Mengxing (2021) theory,
which claims that there is a connection between consumer behavior and customer
satisfaction.
The independent variable is Consumer behavior, which would be represented by
loyalty, customer tolerance, and promotion in the study’s conceptual framework in Figure 1.
Loyalty refers to the relationship made from sellers to its clients, it’s for giving good service
or products that will gain the trust of the customer and would not find any other brand or
store. Customer tolerance is the limit of product that consumed and brought by which
safeguards from overspending or too much consuming. Promotion will based how a
consumer search on a preferred product or services online.
INDEPENDENT VARIABLES DEPENDENT VARIABLES

Consumer Behaviours

 Loyalty
 Customer Tolerance CLIENTS SATISFACTION
 Promotion

Figure 1. The conceptual framework showing the variables of the study.

Methodology

Research Design

This study will use Descriptive-Correlational Method (Creswell 2012) in knowing the relationship
between consumer usage behavior and client satisfaction among internet users in Panabo. This study
will used descriptive way to describe the level of the two variables and correlation to describe the
relationship between the two variables that is Consumer usage behavior and client satisfaction.

Research subject

The respondents of the study will be 30 selected internet users from Panabo City which are
identified internet user with prior experience in online purchasing (e-commerce).

Research Instrument

The study will used adapted questionnaires form different research and study which are related
to consumer usage behavior and client satisfaction in collecting data. The respondents need to answer
the particular question by choosing the range of 5 as the highest and 1 as the lowest.

B. Research Project Duration

The duration the project will be two and half months. This will start from formulation of
the title up to the submission of the printed copy of this study. We may follow the Gantt chart
below.

C. Proposed Budget.

All budget covered by the team in creating this study shall be from the proponents of
this study. As agreed each member shall contribute 4000 pesos with a total of 8000 pesos for
the following items.

1. Mobilization - 1,500
2. Printing and Book Binding - 3, 500
3. Meal and Snacks - 1, 000
4. Internet Fees - 1, 000
5. Contingencies - 1, 000
Totals - 8, 000