Research Paper 1

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
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
ABSTRACT
In the era of globalization electronic marketing is great revolution. Over the last
decade maximum business organization are running with technological change.
Online shopping or marketing is the use of technology (i.e computer ) for better
marketing performance. The study tries to examine customer satisfaction toward
online shopping users in barangay Sampaloc Tanay Rizal. Online shopping offer the
best price, good products and completely easy shopping. The success of any e-tailor
company in Philippines is contiquent upon its popularity. Online shopping has gained
importance in modern business environment. The development of online shopping
has grown in popularity over
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TABLE OF CONTENTS
Page
TITLE PAGE i
ABSTRACT ii
TABLE OF CONTENTS iii
CHAPTER
1 THE PROBLEM AND ITS BACKGROUND
Background and Purpose of the Study 1
Statement of the Problem 2
Significance of the Study 3
Scope and Limitations of the Study 4
Definition of Terms 4
2 METHODOLOGY OF RESEARCH AND SOURCES OF DATA
Research Design 6
Setting of the Study 6
Subject of the Study 7
Sources of Data 7
Procedures of the Study 8
Statistical Treatment 9
3 ANALYSIS AND INTERPRETATION OF DATA 11
4 FINDINGS, CONCLUSIONS AND RECOMMENDATIONS
Summary of Findings 42
Conclusions 43
Recommendations 44
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BIBLIOGRAPHY 45
APPENDICES
A Questionnaire 47
B Letter of Request to Gather Data 51
C Letter to the Respondents 52
CURRICULUM VITAE 53
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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 Barangay 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
information. Particularly, it examined the various determinants that possibly level of
customer satisfaction on online shopping.
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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
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.
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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 5 10% 4th

below
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
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(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.
Table 1.2
Result in the Demographic Profile of the Respondents in terms of Gender.
Gender Frequency Percentag Rank

e
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 Percentag Rank
status e
High School 7 14%
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Senior High 7 14%

School
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
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
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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
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
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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
N=50
What impressed Wx R Vl
you
must about the
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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)?
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Clothes 4.12 1st A
Shoes 3.44 2nd M/A
Electronic 3.26 4th M/A
Health and 3.24 5th M/A

Beauty
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

Rizal.
N =50
Which one Wx R VI
effect
your
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satisfaction
must during
your
previous
shopping
online
experience?
Price 4.12 1st A
The way of 3.28 2nd M/A

solving
your complaint
Loyalty for online 3.2 3rd M/A
Shop
The differences 2.5 4th S/A
between your
expectation and
the
real products or
services
Weighted mean: 3.8(Moderately agree)
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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 1st 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

Rizal.
N=50
How frequently Wx R VI
do
you purchase
things
online?
Once in a month 3.62 2nd A
Twice or five 3.28 3rd M/A

times in
a month
More than 5 4.6 1st A

times in
a month
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Once in a year 2.5 4th S/A
Weighted mean: 3.58 (Strongly agree)
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 Wx R VI
to
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
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quality
Weighted mean: 4.53 (Strongly Agree)
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.
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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)?
respondents had 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?
● 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
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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?
respondents had 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
within side the marketplace as nicely because it allows the company to permit greater
monetary advantage within side 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
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because it will help the agency to draw extra new clients with a purpose to allow extra first-
class performance.
Additionally, consumer pleasure will assist the employer to beautify their emblem call within
side 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 within side the organizational context. This take a look at allows to recognize the
significance of the net purchasing on improvising the consumer pleasure within side the
retail organization. The right techniques assist to recognize that how an employer should
put into effect the net purchasing within side 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 within side the organizational context. Online
purchasing is the most effective one key within side the retail quarter for accomplishing
fulfillment within side 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 within side 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
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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.
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
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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.
27
Tanay, Rizal
Tel No. (02) 514-4956
BIBLIOGRAPHY
[1]. Pervaiz Ali, Sudha Sankaran, and Peter Stevrin. Online shopping customer
satisfaction and loyalty in Norway. MBA dissertation. Blekinge: Tekniska Hogslola BTH.
(2010).
[2]. Lai Wang Wang, Quoc Liem Le. Customer Satisfaction towards Online Shopping at
Electronics Shopping Malls in Vietnam- A Conceptual Model to Enhance Business Success
through Efficient Websites and Logistics Services, Journal of Stock & Forex Trading, 5(1),
2015, 1-10.
[3]. Amsaveni R. Gomathi S, A Study on Satisfaction of Online Share Traders with

Special Reference to Coimbatore District of Tamil, Asia-Pacific Journal of Management
Research and Innovation, Jun 1, 2012, 8: 145-153
[4]. Fiore. A.M., Yu, H., 2001. Effects of imagery copy and product samples on
responses towards the product. Journal of Interactive Marketing 15 (2), 37-47.
[5]. Kaur, J. (2007). Analysis of online shopping behavior of customer in Kota City.
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
28
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Tel No. (02) 514-4956
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
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.
29
Tanay, Rizal
Tel No. (02) 514-4956
Student Researcher
REYES, MARIA DELMAR
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.
30
Tanay, Rizal
Tel No. (02) 514-4956
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
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
31
Tanay, Rizal
Tel No. (02) 514-4956
( ) Full-time employment
( ) Part-time employment
( ) Unemployed
( ) Self-employed
( ) Homemaker
( ) Student
( ) Retired
1.5. MONTHLY INCOME
● 5 thousand below
● 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
32
Tanay, Rizal
Tel No. (02) 514-4956
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
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?
33
Tanay, Rizal
Tel No. (02) 514-4956
Reviews on items
Check the level, discription of the store

products
Products imagine quality
34
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:
35
Tanay, Rizal
Tel No. (02) 514-4956
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THE LEVEL OF CUSTOMER SATISFACTION ON ONLINE SHOPPING

IN BARANGAY SAMPALOC TANAY RIZAL

Office of the College of Agribusiness Management

Office of the College of Agribusiness Management

TABLE OF CONTENTS iii

1 THE PROBLEM AND ITS BACKGROUND

Background and Purpose of the Study 1

Statement of the Problem 2

Significance of the Study 3

Scope and Limitations of the Study 4

2 METHODOLOGY OF RESEARCH AND SOURCES OF DATA

Setting of the Study 6

Subject of the Study 7

Procedures of the Study 8

3 ANALYSIS AND INTERPRETATION OF DATA 11

4 FINDINGS, CONCLUSIONS AND RECOMMENDATIONS

Office of the College of Agribusiness Management

B Letter of Request to Gather Data 51

C Letter to the Respondents 52

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

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

18 years old 5 10% 4th

19-21 25 50% 1th

22-24 9 18% 2nd

31 above 8 16% 3rd

Office of the College of Agribusiness Management

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

Gender Frequency Percentag Rank

Male 19 38% 2nd

Female 31 62% 1st

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

High School 7 14%

Office of the College of Agribusiness Management

Senior High 7 14%

College 36 72% 1ST

Table 1.3 present distribution of respondents according to Education attainment. The

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

Employment Frequency Percentage Rank

Full-time 5 10% 4th

Part-time 6 12% 3rd