IMRAD

Itlugan Integrated National High School

Quantitative - Qualitative Assessment on the Customer Satisfaction

Among Selected Online Shoppers of Itlugan Integrated National High

School: A Basis for Crafting Precautionary Guide on Online Shopping
RESEARCHERS
Cabarogias, Klennon Martin L.

Hufancia, Janzen Kim D.
Maranan, Keyzel Jane R.
Taguic, Glenn Mae A.
In Partial Fulfillment for the subject of
INQUIRIES, INVESTIGATION and IMMERSION
(QUANTITATIVE – QUALITATIVE RESEARCH)
GRADE 12 LOPEZ
SY 2022-2023
APPROVAL SHEET
This entitled "Quantitative Assessment on the Customer Satisfaction
Among Selected Online Shoppers of Itlugan Integrated National High School:
A Basis for Crafting Precautionary Guide on Online Shopping” prepared and
submitted by Glenn Mae A. Taguic, Klennon Martin L. Cabarogias, Janzen
Kim D. Hufancia and Keyzel Jane R. Maranan in partial fulfillment to the
requirements for the Inquiries, Investigation and Immersion of Accountancy,
Business and Management has been evaluated, examined and approved with
a grade of___.
Date: February 01, 2023.
GIRENE D. SOLPICO
ADVISER
PANEL OF EXAMINERS
VINCE OLIVER A. LIBAO CHRISTIAN JAY D. SALAZAR

Panelist Panelist
AILA D. LONTOC
Panelist
ACKNOWLEDGEMENT
The researchers acknowledge and extend their gratitude and deep
appreciation to all those who in one way or another had contributed
assistance to the fultfillment of their dream, to complete this research paper,
the wish to thank the following:
To Mrs. Mariel G. Hungoy, Principal of Itugan National High school for
his full support to this research paper.
To Mrs. Girene D. Solpico, our research teacher for her assistance,
support, and encouragement, to help us in our research, and constructive
comments and suggestions.
To Itlugan National High school for their assistance approval to locate
sources needed in the study.
To the selected students, teachers and other school members, for their
full support, willingness and cooperation to answer the questionnaire.
To researchers’ friends, for their moral support and encouragement.
To their Ioving parents for aspiration, understanding, financial, and
moral support, advice and care.
Most of all to Almighty Go, great teacher, for the grace and mercy,
great mind strength and for the continuous flow of blessing giving to them.
DEDICATION
This humble piece of work is wholeheartedly dedicated to all who contributed
in fulfilling our dreams and aspirations...
To our ALMIGHTY GOD,
For the strength, wisdom and blessings he showed to us..
To our PARENTS,
For the endless moral, love, care and financial support..
To our ADVISER,
For reminding us to be inspired, motivated, and endless support on whatever
might happens.
To our FRIENDS,
For their help and prayers to make this piece of work possible..
We dedicate this work with all our effort and sincerity.
TABLE OF CONTENTS
Page
TITLE OF PAGE.............................................................................................i
APPROVAL SHEET.......................................................................................ii
ACKNOWLEDGEMENT................................................................................iii
DEDICATION.................................................................................................iv
TABLE OF CONTENTS.................................................................................v
ABSTRACT...................................................................................................vi
CHAPTERS
I. CONTEXT AND RATIONALE........................................................1

II. BRIEF REVIEW OF LITERATURE................................................7
III. SCOPE AND LIMITATION.............................................................12
IV. SIGNIFICANCE OF THE STUDY...................................................13
V. RESEARCH
QUESTIONS..............................................................14
VI. METHODOLOGY...........................................................................15
Research Design...........................................................................15
Subject of the Study......................................................................16
Data Gathering Instrument............................................................17
Data Gathering Procedure............................................................18
Data Analysis Plan........................................................................19

VII. RESULT, ANALYSIS, AND DISCUSSION...................................20
VIII. CONCLUSION AND RECOMMENDATION...............................39
Reference
Appendices
CURRICULUM VITAE
List of Tables
Part 1: Distribution of respondent profile variable
1.1. Sex 25
1.2. Age 26
1.3. Frequency of online orders 27
Part 2: Respondents’ level of customer satisfaction
2.1. Product offer 29
2.2. Services 31
2.3. Affordability 33
Part 3: Problems encountered in social media as a market 35

ABSTRACT
TITLE : Quantitative Assessment on the Customer
Satisfaction Among Selected Online
Shoppers of Itlugan Integrated National
High School: A Basis for Crafting
Precautionary Guide on Online Shopping
RESEARCHERS : Glenn Mae A. Taguic
Klennon Martin L. Cabarogias
Janzen Kim D. Hufancia
Keyzel Jane R. Maranan
NO. OF PAGES : 43 pages
STRAND : Accountancy, Business and Management
TRACK : Academic Track
INSTITUTION : Itugan Integrated National High School
ADRESS : Itlugan, Rosario, Batangas
ADVISER : Mrs. Girene D. Solpico
SUMMARY OF RESULT
Based on the findings, the following conclusion is drown:
1.Most of the respondents were centered to female, 14-16 years old and have
10 below per week of frequency of orders online.
2. Most of the respondents agree to the level of customer satisfaction in online
product and services in Itlugan Integrated National High School in terms of
product offer and affordability, while they were disagree to the level of
customer satisfaction in online product and services in Itlugan Integrated
National High School in terms of services.
3. Most of the respondents agree to the effects of social media as a new
market platform to the customer satisfaction.
OUTPUT: The proposed output are symposium and hndbook that may used
to spread awareness and precautions for the customers and online business.
It aims to help and guide the select learners to have knowledge and
strategies, for them to avoid scammers and problems that they will be
encountered in purchasing online products.

CONTEXT AND RATIONALE
In today’s modern civilization, the use of social media has become
extremely prevalent amongst young individuals as a result of pandemic.
People find social media as a valuable communication tool to everyone
worldwide because it allow users to have conversations, share information
and discover new trends in terms of having no physical contact. Billions of
people around the world use this to make connections, but it is no longer just
about conversations, it’s about commerce. Most of them are afraid to go in
physical store and avoid to interact and socialize with other people because
they are more concerned in their health and safety. Through the use of social
media the process of selling and purchasing their needs in daily life becomes
easy and convenient for them. (Kemp, 2022)
In March 2020, the world of retail was forced almost entirely online,
practically overnight. Suddenly, browsing the high street for a new pair of
heels, popping to the shops for the paper, or leisurely gift-buying for friends
and family became luxuries of the past. Unable to visit their usual stores,
shoppers quickly turned to the digital realm to site their consumer cravings. 14
billion people were expected to shop online in 2021, up from 1.66 billion
people in 2016, internet shopping became the norm. More than 1 in 4 internet
users used social media to find products to purchase. As a result, consumers
have a seamless shopping experience throughout. (Oladapo, 2021)
As of 2021, the Philippines has the highest social media usage rate in
the world and their internet use is 60% higher than the average, at 11 hours a
day. That’s staggering online time and it’s been that way for the past few
years.(DMI,2021)
In order to sell a product or a service, a company must establish a
relationship with the consumer. It must build trust and rapport. It must
understand the customer’s needs, and it must provide a product that delivers
the promised benefits. (Levinson) Marketing deals with identifying and
meeting human and social needs. It is important to know and understand what
their needs are. In terms of purchasing product, customers are always
concern in its price, reliability and sustainability, risk reduction, usability and
convenience and realistic information of a product.
Online shopping is a technology that enables consumers to make
purchases while relaxing in their homes. No more searching through various
stores for the ideal item; dealing with overly excited salespeople; or waiting in
huge queues at the register. The e-commerce boom has undoubtedly
improved the way we shop. However, the world of internet buying is not
perfect, just like anything else. There are still some issues that customers
must deal with when shopping online, despite all the efforts of e-commerce
businesses to fix them.(Mittal, 2017)
Online shoppers' expectations are also rising fast. Shoppers’
expectations of online shopping are rising fast, with fast delivery and a wide
range from a single retailer now among their must-haves, a new study
suggests. Almost half (48%) want faster delivery, and more than two-thirds
(67%) say delivery has increased in importance, with 66% saying the time of
delivery is now more important. Shoppers would like to see retailers invest in
emerging technology such as cashless payments (58%), and checkout-free
stores (64%).Six in 10 shoppers now plan to buy more. At the same time,
68% want better environmental practices – and 61% like to shop with brands
and retailers who have a sense of purpose that goes beyond making a sale.
At the same time, 23% of online purchases around the world are returned,
and 39% say they have over-ordered with the intention of returning unwanted
goods. (Chloe Rigby, 2022)
Social media platforms are aiming to capture the end-to-end shopping
journey by becoming online stores in their own right. In short, we're now
entering the era of social commerce. Social media is fast evolving from just
being somewhere to get inspiration for new purchases to something more.
Social commerce is an online selling strategy where businesses sell products
or services directly through social media platforms. Rather than redirecting
customers to an ecommerce website, social commerce enables brands to
offer end-to-end browsing and purchasing functionality through the app itself.
According to a survey by Facebook, 81% of those surveyed said that they
regularly use Facebook and Instagram to research product.(Owens, 2021)
Now a days different social media platform in business where use. First
is Instagram, over the past few years, it has seen exponential growth from
one million users at its inception to over one billion in 2022. It also a social
media platform that emphasizes photo and video sharing via its mobile app.
You can take, edit, and publish visual content for both followers and non-
followers, as long as your account is public. Users can interact with your
content via likes, comments, shares, and saves. (Forsey, 2022)
Another is TikTok, a social media platform for creating, sharing and
discovering short videos. The app is used by young people as an outlet to
express themselves through singing, dancing, comedy, and lip-syncing, and
allows users to create videos and share them across a community. TikTok
Shop is an innovative new shopping feature which enables merchants, brands
and creators to showcase and sell products directly through in-feed videos,
LIVEs, and product showcase tab. For Business users can create TopView
Ads, In-Feed Ads, Brand Takeover Ads, Branded Effects and Branded
Hashtag Challenges. This social media platform is great for increasing your
audience reach, consumer engagement and creativity. It is a valuable social
media marketing tool and can be easily adopted by virtually any business.
(Schooley, 2022 ).
Lastly, Facebook Shops is an e-commerce platform that lets
businesses easily sell their products on Facebook and Instagram. Sellers can
set up custom online stores without coding, promote items through Stories,
and connect with customers. (Sendpulse, 2022)
The main objective of social media as a new market is to provide online
shoppers a relaxed, easy and conversational way to communicate with online
seller in terms of purchasing product and meet the expectation and needs of
customers through the use of social media platform. Online shoppers can find
and purchase products and services that is less hassle and convenient way
for them over the internet through the use of social media.
Customer satisfaction is important because it shows whether the
company’s service and product in the online market meet the expectation of
customers. It tells that high satisfaction leads to better customer retention,
higher lifetime value, and a stronger brand reputation. Low customer
satisfactions are important too. It can provide customer’s insights and
feedback on how they will improve their products, service and overall
customer experience in terms of using social media platform. (Franklin, 2021)

According to Mortimer, with a busy lifestyle of studying, working and
socialising, students don’t always have time to visit physical stores, which
makes online shopping more convenient. It also means they can find a variety
of brands that aren’t available in smaller college towns. Many students prefer
to order online, try items at home then return them if they’re not right. In fact,
77% would buy online from one retailer instead of another if they offer free
returns. Despite the rise of fashion ecommerce, some students are still
cautious about buying clothes online in case they don’t fit, so this option
makes them feel more comfortable. The students are savvy about ways to
save money, so will wait for sales around specific times of the year .Students
also know to shop around before making a purchase. For example, they take
photos of items in-store to research online later or look on their phone to see if
it’s cheaper elsewhere. These digital natives are comfortable making
purchases on their phone, as long as they perceive the retailer as trustworthy.
If there’s a minimum spend to get free shipping it encourages students to buy
more, or group together purchases to reach the threshold. These Gen Z and
millennial-aged young adults purchase everything from textbooks to food and
groceries, clothing, electronics, dorm room supplies and more online and via
their mobile devices. These younger generations are digitally connected, so it
should come as no surprise that one of the biggest drivers of their shopping
behavior is social media. Overall, social media plays a major role in
influencing the shopping behaviors of students.
Thus, the purpose of researchers on this study is to examine the
customer satisfaction of online shoppers in Itlugan Integrated National High
School through the use of social media as a new market through the
implementation of online survey questionnaire. The respondents would be
come from online shoppers in Itlugan Integrated National High School. The
researchers wanted to know and improve the customer satisfaction of online
shoppers in Itlugan Integrated National High School through the use of social
media as a new market and spread some awareness and precautions both for
the customers and online business owners on how to deal with online
scammer and other problems they may encounter.

BRIEF REVIEW OF LITERATURE
This chapter presents the related literature and studies after the
thorough and in-depth search done by the researchers. In this chapter it helps
gives information that are relevant and similar to the present study.
Supplementing learning interest must be discussed and given
consideration. Thus, other studies that had been conducted will aid the
researcher's study and were a great help in the analysis of the result.
A study entitled Customer Satisfaction towards Online Shopping with
Reference To Jahlandar City (Merugu et., al, 2020) stated that customer
satisfaction is increasingly recognized as the main pillar for success in the
business environment and also a key factor for the survival and growth of the
retail sector in India. Providing superior service quality enhances customer
satisfaction and encourages more participation among customers. High
Service quality deliverance leads to overall customer satisfaction. With the
widespread adoption of online shopping services, an understanding of
factors leading to customer satisfaction is beneficial for business as this
knowledge will drive them to focus and further strengthen the critical areas
that lead to customer satisfaction and retention. Therefore, it is imperative for
online retailers to align their strategies in response to changing customer’s
needs and developments in technology. The research is undertaken to gain a
better understanding of the service quality dimensions that affect customer’s
satisfaction when online shopping with reference to Jalandhar city.
It is in line with the present study because it also tackled about the
factors that influence customer satisfaction in purchasing through social
media. Knowing these factors is also one of the goal of the researchers
because the researchers want to give emphasis that giving customer a
satisfaction can be a great help to the online retailers' business. The
researchers wanted to use this study to help the sellers be conscious on the
factors that meets the customers' wants and needs.
A study entitled Online Consumer Satisfaction During COVID-19:
Perspective of a Developing Country (Alharthey, 2020) stated that there are
three main types of risk, perceived uncertainty, perceived risk, and price, are
addressed in this model. To the best of the knowledge of the authors, no such
investigation directed specific circumstances, particularly in the developing
countries. Therefore, it is necessary to look for the antecedents and
consequences of customer satisfaction to promote online shopping in the
developing countries. The degree of consumer satisfaction defines his/her
experience and emotions about the product or service purchased through the
online channel.
It is in line with the present study because it contains various risks and
influences of customer satisfaction in online shopping using social media.
Knowing these factors is also one of the goals of the researchers because
they want to point out that it is necessary to know and investigate each
customer’s satisfaction for a smoother transaction and the correct use of
social media platforms that can be of great help to customer satisfaction and
even business. The researchers want to use this study to avoid various risks
and help to be aware of what they can cause to each customer.
A study entitled Customer Satisfaction in Online Shopping – Retail
Industry (Macarenhas, 2018) stated that Customer satisfaction always helps
the organizations to ensure good position in the market and from the analysis
it can be clear that online shopping will help the organizations to ensure more
customer satisfaction in the organizational context and most of the
respondents refer that when an organization able to provide good quality of
products and service towards the customers it engage more customers with
the companies and also help to satisfy the customer demands and
expectations.
It is in line with the present study because its goal is also to ensure
good quality of products, services and affordability that meets the levels of
customer satisfaction in purchasing through social media. Knowing these
factors is also one of the goals of the researchers because the researchers
want to give emphasis the importance of customer satisfaction can be a great
help to the online retailers’ business. The researchers wanted to use this
study to help the online business owners be conscious on the online product
and services they provide that satisfy the customers’ demands and
expectations.
A study entitled A Study on Customer Satisfaction towards Online
Shopping (Thangavel, 2015) stated that the use of technology has opened
new doors and opportunities that enable for a more convenient lifestyle today.
Variety, quick service and reduced prices were three significant ways in which
online shopping influenced people from all over the world. However, this
concept of online shopping led to the possibilities of fraud and privacy
conflicts. Unfortunately, it has shown that it is possible for criminals to
manipulate the system and access personal information. Luckily, today
with the latest features of technology, measures are being taken in order to
stop hackers and criminals from inappropriately accessing private databases.

Through privacy and security policies, website designers are doing their best
to put an end to this unethical practice. By doing so, society will continue to
depend upon online shopping, which will allow it to remain a tremendous
success in the future.
It is in line with the present study because it also tackled the privacy
and security of online business owners and customers in using social media
market. Knowing this information is also one of the goals of the researchers
because the researchers want to give awareness and precautions for both
business owners and customers that can be a great help for them. The
researchers wanted to use this study to help the online business owners and
customers are aware and cautious on dealing with online scammers and
problem they may encounter.
A study entitled Evaluating factors influencing consumer satisfaction
towards online shopping in China (Liu et al, 2012) stated that the development
of Internet, online shopping is developing rapidly in China as a new way for
shopping. Therefore, it is important for this research paper to identify the
determinants of consumer satisfaction towards online shopping in China. A
total of 350 online shoppers in China had participated in this research. The
findings revealed that website design, security, information quality, payment
method, e-service quality, product quality, product variety and delivery service
are positively related to consumer satisfaction towards online shopping in
China.
It is in line with the present study because their mission is to determine
the factors that influence customer satisfaction through online shopping. This
study examines factors that influence customer satisfaction towards online

shopping. In the present study, to achieve the customer satisfaction of online
shoppers, online business owners should understand the customer needs,
wants and expectations. The researchers wanted to use this study to
enlighten the online business owners about the needs, wants and
expectations of the online shoppers.
..
SCOPE AND LIMITATION
This study deals about social media as the new market and focuses
out how online shoppers in Itlugan Integrated National High School are
satisfied with the products and services provided by the sellers through online
platforms such as Facebook, TikTok and Instagram. This study also focuses
on making online sellers conscious about the issues in the dissatisfaction of
the customers and how to address it. Findings are based on a survey through
questionnaire method. The data and information will be conducted from the 50
respondents selected by the researchers.
This study was limited to the customer satisfaction in social media
market. This only focused on Facebook, Tiktok and Instagram social media
market.
SIGNIFICANCE OF THE STUDY
The result and the findings of this study about Quantitative Assessment
on the Customer Satisfaction Among Selected Online Shoppers of Itlugan
Integrated National High School: A Basis for Crafting Precautionary Guide on
Online Shopping. This study aimed to assess the customer satisfaction in
social media market. Specifically, this study will benefit the following:
To the Online Sellers and Online Business Owners, This study will provide
to helps sellers, distribution, and product owners to allocate resource usage
for continuous improvement based on their wants and needs. It also help
them to know what customers value most based from their product and
services satisfaction.
To the Customers, Being the respondents of the study, this will help them to
be aware and avoid precautions in dealing online scammers and other
problems they may encounter. It will also them to be more caution in choosing
and buying products based on their needs and wants.
To the Researchers, This study will help the researchers to find out the
problems that consumers face during their shopping through online stores and
to know how to deal with it.
To the Future Researchers, This study will help them because it can add
information to know the opinion of each customer on what they want and need
according to what they receive from management. It will also help to know
what is and is covered by what is being studied and to know what should not
be included.
STATEMENT OF PROBLEM
This study aims to identify the Quantitative Assessment on the
Customer Satisfaction Among Selected Online Shoppers of Itlugan Integrated
National High School: A Basis for Crafting Precautionary Guide on Online
Shopping. This has a goal of determining the factors that meets customer
satisfaction in purchasing through social media as the new market to obtain all
essential knowledge, data and information, the research sought to answer the
following questions:
1. What is the demographic profile of the respondents in terms of:
1.1 Sex;
1.2 Age; and,
1.3 Frequency of online orders?
2. What are the levels of customer satisfaction in online product and services
in Itlugan Integrated National High School in terms of:
2.1 Product offer;
2.2 Services; and,
2.3 Affordability?
3. What are the effects of social media as a new online market platform to the
customer satisfaction?
4. What are the plans and actions that may be produce to spread awareness
and precautions for the customers and online business owners in dealing with
online scammers and problem they may encounter?

METHODOLOGY
RESEARCH DESIGN
This study aimed to measure the customer satisfaction of online
shoppers in Itlugan Integrated National High School in using social media as
the new market.
The researcher employed the descriptive research design through
quantitative and qualitative research method to gather the adequate facts and
data in order to test the hypothesis or to answer research questions
concerning to the current status of the subject. Furthermore, it also helps in
construction of the finding interpretation, conclusion and recommendation.
Descriptive research describes the characteristics af the problem,
phenomenon, situation, or group under study. So the goal of all descriptive
studies is to explore the background, details, and existing patterns in the
problem to fully understand it. However, descriptive research can be both
preliminary and conclusive. You can use the data from a descriptive study to
make reports and get insights for further planning (P. Vijayamohan, 2022)
As studied by (S. McCombes, 2022) A descriptive research design can
use a wide variety of research methods to investigate one or more variables.
It is an appropriate choice when the research aim is to identify characteristics,
frequencies, trends, and categories and it is useful when not much is known
yet about the topic or problem. Before you can research why something
happens, you need to understand how, when and where it happens.

SUBJECT OF THE STUDY
For the researchers effectively achieved its purpose, the study included
33 girls and 17 boys consumers with the total of 50 respondents as the
subject of the study. The researchers used Purposive sampling techniques in
this study, because it focuses in depth on relatively small samples.
Purposive Sampling refers to a group of non-probability sampling
techniques in which units are selected because they have characteristics that
you need in your sample. Also called judgmental sampling, this sampling
method relies on the researcher’s judgment when identifying and selecting the
individuals, cases, or events that can provide the best information to achieve
the study’s objectives. In other words, units are selected “on purpose” in
purposive sampling. Purposive sampling is best used when you want to focus
in depth on relatively small samples. Perhaps you would like to access a
particular subset of the population that shares certain characteristics, or you
are researching issues likely to have unique cases. The main goal of
purposive sampling is to identify the cases, individuals, or communities’ best
suited to helping you answer your research question. For this reason,
purposive sampling works best when you have a lot of background
information about your research topic. The more information you have, the
higher the quality of your sample. (Kassiani, 2022)

The selected respondents were utilized a survey questionnaire to
gather necessary data needed in this study.
STATISTICAL TREATMENT OF DATA
The response will be analyze using statistical tools included in
descriptive statistics. The information gathered was tabulated and processed
manually and with a computer to determine the precise interpretation of the
results. Data were collected, tabulated, and analyzed. The following statistical
tools were used in the analysis of data.
DATA GATHERING INSTRUMENTS
This study were utilized a survey method that helped them measure
online shoppers’ satisfaction.
According to (Constanzo et al (2012) Survey Research may use a
society of data collection methods with the most common being
questionnaires and interviews. Questionnaires may be self-administered or
administered by a professional may be administered individually or in a group.
A typical includes a series of items reflecting the research aims.
Construction of Questionnaires and Interview Questions
The researches constructed a survey questionnaires based from their
statement of the problem through the guidance of their Subject Teachers. The
questionnaires were constructed well after a rough version of it.
Validation of the Questionnaires and Interview Questions

After a rough time in constructing the questionnaires, it undergone
some revisions and validation through the help of teacher and research
teachers for them to administer their questionnaire.
Administrative of Questionnaires and Interview Questions
After a rough time in constructing the questionnaires, the researchers
administered their survey questionnaire to their selected respondents. The
researchers gave them ample time to answer the survey questionnaire for
them to gather necessary data needed.
Scoring
The result will be tallied and tabulated according to the according to the
frequency of items checked by the respondent: Therefore, data tabulation
results will be interpreted using various statistical tools.
Score Range Verbal
Interpretation
4 3.50-4.00 Strongly Agree
3 2.50-3.49 Agree
2 1.50-2.49 Strongly Disagree
1 1.00-1.49 Disproble
DATA GATHERING PROCEDURE
In order to have vivid understanding of the study in the topic, the
researchers read some various books and unpublished thesis, at the same
time the researchers observed and conducted survey to gather necessary
facts needed in their study.
In gathering the data, the researchers constructed a survey questionnaire
and were utilized to the selected respondents of the study to gather the
necessary data needed which they would be analyzed, tabulated, and
interpreted according to the specific problem.
DATA ANALYSIS PLAN
The data collected were tabulated, analyzed and interpreted through
statistical in order to gather necessary data and findings of the study. In order
to answer problem, the following statistical tools were used in the study.
Frequency-this was used to interpret the frequency of the responses of the
participants of this study.
Percentage-this was used to get the profile variable of the respondents in
terms of address, sex, and age.
To find out the distribution of the respondents according to the given
criteria in the statement of the problem the percentage formula we use. The
formula is as follows:
P = f/n×100
Where:
P= Percentage
f-= Frequency of Respondents
n= Total number of Respondents
Weighted Mean- this will be used to evaluate the assessment levels of
behavior of ABM learners in availing online products in terms of quality,
services; and expenditures.
The formula below will be use:
Wm = Σfx / N
Where:
Wm= Weighted mean

f= Frequency of Respondents
N= Total of Respondent
RESULTS, ANALYSIS AND DISCUSSION
This chapter with the presentation, analysis and interpretation of data
from the administration of questionnaire.
1.PART I. PROFILE OF THE RESPONDENTS
Distribution of respondents’ profile variable in terms of Sex, Age and
Frequency of orders per week
1.1 Sex
TABLE 1
Distribution of Respondents Profile Variable in terms of Sex.
GENDER FREQUENCY PERCENTAGE
Male 17 34
Female 33 66
Total 50 100
The table 1 shown the distribution of the respondent’s when group
according to profile variable. 34 percent of the respondents were male while
the 66 percent of the respondents were female with a total of 100 percent.
According to Marinova (2018) when it comes to online shopping,
women are slightly ahead of men. In spite of the stereotype that women love
shopping and that they love to shop till they drop, men are not far behind.
Looking at the figures showing the latest female online shopping statistics,
you can see that 72% of women shop online as compared to 68% of men.
People prefer shopping from the comfort of their homes by using their mobile
phones to get whatever they want, without having to go anywhere.
1.2 Age
TABLE 2
Distribution of Respondents Profile Variables in terms of Age
AGE BRACKET FREQUENCY PERCENTAGE
14-16 27 54
17-20 18 36
21 and above 5 10
Total 50 100
The table 2 shown the distribution of the respondent's age when group
according to profile variable. 54 percent of the respondents were from the age
14-16 years old. 36 percent of the respondents were from the age of 17-20
and 10 percent of the respondents are from the age 21 and above with a total
of 100 percent.
According to Hay (2022) Online shopping has completely changed a
multitude of industries. It allows teens and young adults to effortlessly access
and purchase products through nearly any platform. According to recent
studies, approximately 27% of teens and young adults are expected to shop
through social media apps in 2022.It is also worth mentioning TikTok users
spent $2.3 billion in the app in 2021, an increase of 77% over the $1.3 billion it
scored in 2020.Brands can take advantage of this opportunity by creating
content, promoting their products or services, and collaborating with

influencers to gain audience approval. Although conventional outlets are a
great tool, social media can expose these products to a global audience that
previous outlets may not have reached by traditional advertising. A survey
conducted in 2021 shows that nearly two-thirds of the survey respondents,
including millennials and Gen Z, reported making an online purchase due to
branded social media content or social media influencers recommending a
product. Social media platforms are taking advantage of this new market by
adding an excess of shopping features and advertisements.
1.3 Frequency of Orders Per Week
TABLE 3
Distribution of Respondents Profile Variable in terms of
Frequency of online orders
FREQUENCY OF ONLINE FREQUENCY PERCENTAGE

ORDERS
10 times below per week 55 94.83
11-20 times per week 3 5.17
Total 58 100
The table 3 shown the distribution of the respondent’s frequency online
orders to profile variable. 88 percent of the respondents order 10 times below
per week and 12 percent of the respondents order 11-20 times per week with
a total of 100 percent.

According to Krinstensen(2022) people who shop online do so quite
frequently, 20 percent shop online once a week, 24 percent shop online once
every two weeks,31 percent shop online once a month. By comparison, a far
fewer number 15 percent shop 3-4 times per quarter, and only 10 percent
shop once every three months. The point here is that online shopping is
becoming the norm.
PART II
Levels of Customer Satisfaction in Online Product and Services of
Online Shoppers in terms of Product Offer, Services and Affordability
2.1 Quality
TABLE 4
Online Shoppers in terms of Product Offer
PRODUCT OFFER Weighte Verbal

d Mean Interpretation
1. I am satisfied to the product offer by the 2.68 Agree
online sellers because online shops usually
offers cheap products to get more sales.
online sellers because they sell products that
are on trends and can easily purchase by the
customer.
online sellers because they offer products that
was easier to get and find.
4. I am satisfied to the product offer by the 2.38 Disagree
online sellers because they have high quality
products or items yet budget-friendly.
online sellers because they consider the target
customer’s buying capability.
online sellers because they usually offer more
durable, reusable and quality products that
meet my expectations.
online sellers because they offer a more high
quality products that make my life more
convenient and easy
are in demand and on trend.
online sellers because they meet the
customer’s satisfaction and its preferences.
can't easily buy in markets and other stores.
Composite Mean 2.50 Agree
In table 4, most of the respondents agree from the statement that they
were satisfied to the product offer by the online sellers because they offer
products that is easier to get and find, it obtained the highest mean of 2.72
percent and verbally interpreted as agree. However, the statements that they
satisfied to the product offer by the online sellers because they offer a more
high quality products that make them life more convenient and easy, and they
meet the customer’s satisfaction and its preferences got the lowest mean of
2.36 percent and verbally interpreted as disagree, it has a total composite
mean of 2.50 with verbal interpretation of Agree.
Titus Okeke, (2019) stated that abstract the development of information
and communication technology (ICT) and its wide application in marketing led
to the development of online retailing where customers now shop from the
convenience of their homes and/or offices. This has redefined customer
satisfaction as customers can go online to read and learn product reviews
before making purchases. With the emergence of social media, customer
engagement is rife and can create value for the firm.

2.2 Services
TABLE 5
Online Shoppers in terms of Services
SERVICES Weighte Verbal

1.I am satisfied to the service offer by the online 2.62 Agree
sellers because sellers provide assurance that
they will deliver the product on time or meet the
delivery schedule.
2. I am satisfied to the service offer by the online 2.50 Agree
sellers because they response immediately to
my concern towards the product.
3. I am satisfied to the service offer by the online 2.46 Disagree
sellers because with the responsive and nice
sellers.
sellers because they process refund immediately
to the returned an products item.
5. I am satisfied to the service offer by the online 2.50 Agree
sellers because sellers making the efforts to
know customer needs.
sellers because online shops provide fast
delivery services.
sellers because online sellers give the customer
an assurance that their transaction are safe and
secure.
sellers because most of the time they give
vouchers, discount,promos and freebies.
sellers because most of the time they offer free
shipping or im shipping fee their product.
10. I am satisfied to the service offer by the 2.52 Agree
online sellers because they are approachable
and accommodate to their customers.
Composite Mean 2.49 Disgree
In table 5, most of the respondents agree to the statement that they
were satisfied to the service offer by the online sellers because they provide
assurance that they will deliver the product on time or meet the delivery
schedule and the highest mean of 2.62. However, the statement that they
were satisfied to the service offer by the online sellers because most of the
time they offer free shipping. It got the lowest mean of 2.34 percent and
verbally interpreted as disagree, it has a total composite mean of 2.49 with
verbal interpretation of Disagree.
According to Krysik (2021)Providing customers with a fast, preferably
two-day delivery time for the ordered products has now become a standard on
the eCommerce market. Every eCommerce website owner or manager should
remember this when talking to courier service providers and, in addition to the
low price, pay attention to efficiency and delivery time guarantees. This will
improve the overall customer experience with the store and lower the cart
abandonment rate.
2.3 Affordability
TABLE 6
Online Shoppers in terms of Affordability
AFFORDABILITY Weighte Verbal

1. I am satisfied with online shopping because 2.58 Agree
they sells products with special prices.
they provide great seasonal deals and promos
during salary period.
they offer less expensive trend items and
affordable products that meet my budget.
they offer must have products with affordable
prices.
they offer reliable products with low prices.
they offer free shipping discounts and vouchers.
7. I am satisfied with online shopping because 2.48 Disagree
they offer high quality products with low cost.
they offer delivery services that saves the cost of
transportation.
they offer products at low cost and budget-
friendly.
10. I am satisfied with online shopping because 2.48 Disaree
they often offer promo codes, coupons,
discounts and deals.
In table 6, most of the respondents agree to the statement that
products offered by online shops in social media is reliable and in low prices
and it obtained the highest weighted mean of 2.76 percent. However, the
statement that an online shopping offers high quality products with low cost
and the statement that an online shopping often offer promo codes, coupons,
discounts and deals both obtain the lowest weighted mean of 2.48 percent
and verbally interpreted as disagree, it has a total composite mean of 2.60
percent with verbal interpretation of agree.
Kotler and Armstrong,(2012) stated that product quality is thec of a
product service that bear on its ability to satisfy stated or implied customer
needs. It is important to note that the quality of the product is not reviewed by
the company standpoint, it is seen from the perspective of the customer.
Kotler and Armstrong suggested that price is the amount of money charged
for a product or a service; the sum of the values that customers exchange for
the benefits of having or using a product or service . How customers perceive
a certain price, in which the high-low price of a product can be a significant
effect on a customer intention to purchase the product. Customer will give an
attention to the price paid by other customers, no one is happy to pay more
cash compared to other customers. The fairness of the price will influence the
perception of the customers and it ultimately will influence their willingness to

become a customer. In conclusion, customer satisfaction is determined by the
quality and price of the products desired by the customer.
3. PART III
Effects of Social Media as a New Online Market Platform to the
Customer Satisfaction
TABLE 7
Effects of Social Media as a New Online Market Platform to the
Weighte Verbal
1.I think shopping online can save plenty of 2.68 Agree
time.
2. I think the electronic images of a product are 2.52 Agree
sometimes misleading and the color and
appearance of the product
3.I think it is lack of opportunities to try 2.66 Agree
because I am wasn’t able to try the product
before I purchase it.
4. I think it increases risk fraud because some 2.88 Agree
scammers pretend to be legitimate online
sellers, fake accounts or ads to the online
platform
5.I think comparing prices among shops is 2.68 Agree
much easier.
6.I think it is accessible and easy to purchase. 2.82 Agree
7. I think it provide a variety of products that 2.66 Agree
can give the customers a variety of choice and
convenient over their part.
8.I think the product details online is already 2.48 Disagree
provided and can easily identified.
9. I think it is convenient and less hassle to 2.68 Agree
purchase.
10. I think there is an unclear product 2.60 Agree
information and quit hard for the customer to
choose.
In table 7, most of the respondents agree to the statement that effects
of social media as new online market platform increases risk fraud because
some scammers pretend to be legitimate online sellers, fake accounts or ads
to the online platform and it obtained the highest weighted mean of 2.88
percent. However, the statement that the product details online is already
provided and can easily identified obtain the lowest weighted mean of 2.48
percent and verbally interpreted as agree, it has a total composite mean of
2.67 percent with verbal interpretation of agree.
According to Azurin (2022)Online shopping scams involve scammers
pretending to be legitimate online sellers, either with a fake website or a fake
ad on a genuine retailer site. Scammers use the latest technology to set up
fake retailer websites that look like genuine online retail stores. They may use
sophisticated designs and layouts, possibly stolen logos, and even domain
name. Many of these websites offer luxury items such as popular brands of
clothing, jewelry and electronics at very low prices. Sometimes you will
receive the item you paid for but they will be fake, other times online shoppers
will receive nothing at all.

RESULTS
II. Levels of Customer Satisfaction in Online Product and Services of
Online Shoppers
GENERAL QUESTION: Does the online sellers offer durable, usable and
high quality products?
Participant 1: "Sometimes."
Participant 2: "Yes."
Participant 3: "Not all."
Participant 4: "Yes, because I prefer to shops that have high rates and good
feedback about their products."
Participant 5: "Not all.”
GENRAL QUESTION: Does the online sellers response immediately to your
concerns towards the product?
Participant 3: "Not all because some of the sellers are not responding."
Participant 4:"Not all."
Participant 5: "Not all, because there are online sellers who don't reply.”
GENRAL QUESTION: Does the online seller offer affordable products that
meet your budget?
Participant 5: "Yes.”
III. Effects of Social Media as a New Online Market Platform to the
GENRAL QUESTION: What are the effects of social media as a new online
market platform to the customer satisfaction?
Participant 1: "Social media as a the new market makes my customer
satisfaction higher because i can buy easily."
Participant 2: "It makes my purchasing in online platform fast and makes me
satisfy."
Participant 3: "It is less hassle and doesn't need to go in physical store."
Participant 4: "It is easier to shop and more choices of products."
Participant 5: "It's quick and hassle-free in shopping, but there is still a
disadvantage in online shopping because some of the sellers are not
trustworthy."
GENERAL QUESTION: Does the quality of the products meet your
expectation?
Participant 3: "Not all, because some of the shop offer bad quality."
Participant 4: "Not all, because sometimes others are fake."
Participant 5: "Not all, because the product received is far from the picture."
ANALYSIS
Statement of the Problem #2
General Question: Does the online sellers offer durable, usable and high
quality products?
Two of the respondents in Itlugan Integrated National Highschool
said yes because they prefer to a shops that high rates and good feedback
about their products while one of the respondents said sometimes and the
other two said that not all online sellers offer durable, usable and high quality
products.
Online selling or E-commerce had been in trend in this generation that
greatly affects the satisfaction of consumers. There are influencing factors in
order to measure the consumer satisfaction, such as the pricing, the
quality of products, security, availability, discount, shipping, and the
accessibility of information. According to Neil Patel, Customer satisfaction
measures how your product, service, and overall experience either falls short,
meets, or exceeds customer expectations. It is said that customer
satisfaction has been identified as an important phenomenon in relation to
online shopping. The investigation of what cause customer satisfaction has
become paramount for online businesses(Karim, 2013)
General Question: Does the online sellers respond immediately to your
concerns towards the product?

Two of the respondents in Itlugan Integrated National Highschool said
that online sellers are sometimes responsive while three of the respondents
said that not all online sellers are responsing immediately because some of
them are not responding and other sellers won’t reply to their concerns
towards the product.
Given the role of driving sales, numerous online sellers have taken
actions to manage online reviews by responding to consumer review. Some
researcers have investigated the effects of response to a negative consumer
review or a positive consumer review. Contend that while replying to negative
comments by customers can be seen as complaint management responding
to positive comments creates an emotional interaction, which is an effective
way of increasing customer satisfaction. (Chaudhry, 2018)
General Question:Does the online sellers offer affordable products that meet
your budget?
Three of the respondents in Itlugan Integrated National High School
said that online sellers offer them affordable products that meets their
budget,while two of them said that not all online sellers provide them products
with affordable prices which meets their budget.
More than six in 10 consumers prefer lower prices over a convenient
shopping experience, and 57 percent say they prioritize lower pricing over
sustainable brand options. Additionally, 63 percent of consumers say that
brand name is not important to them when shopping most categories, yet 59
percent of people agree they’d rather pay more for a higher quality product
than pay less to receive average quality. Understanding that now is a difficult
time for retailers to offer more discounts due to challenges like supply chain
issues and the rising price of labor cutting into profit margins, offering creative
perks and benefits to customers can increase the value of purchases and help
build long-term customer loyalty. (Dubina, 2022)
Statement of the Problem #3
General Question: What are the effects of social media as a new online
market platform to the customer satisfaction?
Two of the respondents in Itlugan Integrated National High School said
that social media as a new online market platform makes their shopping less
hassle. The two respondents said that it is easier to shop while the other
respondent said that it is fast.
Social media makes it more convenient for consumers to buy products.
Now, it is easier than ever to find the best deals and compare prices with a
few clicks of a button. One of the best features of social commerce is the
ability to buy products directly through social media platforms. It allows users
to purchase items without leaving the app, making it more convenient for
many people.( Team, 2023)
General Question: Does the quality of the products meet your expectation?
Three of the respondents in Itlugan Integrated National High School
said that some of the quality of the products didn’t meet there expectation
because some of the shop offer bad quality, others are fake and the product
they receive are far from the picture, while the two repondents said that the
quality of product they received meet there expectation.

The most common problem faced by customers in online shopping is
that there is no guarantee of a product’s quality. With most e-commerce
websites acting as aggregators for sellers to sell their products, more
fraudulent sellers are registering on these websites and selling low-quality or
faux products in the name of original and branded products. Sub-par products
are sold by these sellers to fool customers and increase their sales thus
increasing problems of online shopping. (Darji, 2018)

DISCUSSION
Online shoppers' expectations are also rising fast. Shoppers’
expectations of online shopping are rising fast, with fast delivery and a wide
range from a single retailer now among their must-haves.
Two of the respondents in Itlugan Integrated National High School said
that social media as a new online market platform makes their shopping less
hassle. The two respondents said that it is easier to shop while the other
respondent said that it is fast. Most of the respondents in Itlugan Integrated
National High School said that some of the quality of the products didn’t meet
there expectation because some of the shop offer bad quality, others are fake
and the product they receive are far from the picture, while the two
repondents said that the quality of product they received meet there
expectation.
In conclusion, there are still some issues that customers must deal with
when shopping online, despite all the efforts of e-commerce businesses to fix
them.
CONCLUSION AND RECOMMENDATION
Summary
This study aimed to Measure the Level of Customer Satisfaction of
Online Shoppers in Itlugan Integrated National High School in Social Media as
a New Market Platform. The study included 50 selected respondents.
Specifically, it gave answers to the following questions:
1.What is the demographic profile of the respondents in terms of:
1.1 Sex;
1.2 Age; and,
1.3 Frequency of online orders?
2.What are the levels of customer satisfaction in online product and services
in Itlugan Integrated National High School in terms of:
2.1 Product offer;
2.2 Services; and,
2.3 Affordability
3.What are the effects of social media as a new online market platform to the
customer satisfaction?
FINDINGS
The study yielded the following findings:
1.Profile of the Respondents
1.1 Sex. Out of 50 respondents, 66 percent of the respondents were from
female and 34 percent of the respondents were male with the total of 100
percent.
1.2 Age. Out of 50 respondents, 54 percent of the respondents were from
the age bracket of 14-16 years old. 36 percent of the respondents were from
the age of 17-20 years old while 10 percent of the respondents were from the
age bracket of 21 and above years old with the total of 100 percent.
1.3 Frequency of online orders. Out of 50 respondents, 88 percent of the
respondents were order 10 times below per week while 12 percent of the
respondents order 11-20 times per week with the total of 100 percent.
2. The levels of customer satisfaction in online product and services in Itlugan
Integrated National High School in terms of:
2.1 Product offer. The respondents mostly satisfied to the product offer by
the online sellers because they offer products that was easier to get and find.
It obtained the highest mean of 2.72 percent and verbally interpreted as agree
while some of the respondents disagree that they satisfied to the product offer
by the online sellers because it offer a more high quality products that make
them life more convenient and easy, and they meet the customer’s
satisfaction and its preferences. It obtained the lowest weighted mean of 2.36
percent. . It has a total of composite mean of 2.50 percent with the verbal
interpretation of agree.
2.2 Services. The respondents mostly satisfied to the service offer by the
online sellers because sellers provide assurance that they will deliver the
product on time or meet the delivery schedule and the highest mean of 2.62
percent and verbally interpreted as agree. And some of the respondents are
disagree that they satisfied to the service offer by the online sellers because
most of the time they offer free shipping, it got the lowest mean of 2.34
percent and verbally interpreted as disagree, it has a total composite mean of
2.49 with verbal interpretation of Disagree.
2.3Affordability. The respondents mostly agree that products offered by
online shops in social media platforms is reliable and in low prices. It obtained
the highest weighted mean of 2.76 percent while some of the respondents
disagree that online shops in social media platforms offers high quality
products with low cost and are often offer promo codes, coupons, discounts
and deals. It obtained the lowest weighted mean of 2.48 percent. It has a total
of composite mean of 2.60 percent with the verbal interpretation of agree.
3. Effects of social media as a new online market platform to the customer
satisfaction?
The respondents think that it increases risk fraud because some scammers
pretend to be legitimate online sellers, fake accounts or ads to the online
platform. It obtained the highest mean of 2.88 while some of the respondents
think that the product details online is already provides and can easily
identified. It obtained the lowest mean of 2.48. It has a total composite mean
of 2.67 with the verbal interpretation of agree.
The researcher proposed output such as Handbook (Magazine type) and
symposium. The said symposium was held last June 1, 2023, 8:00 am to
10:00 am at IINHS activity area. It was participated by Grade 12 learners
together with the teachers and their invited guest speaker Mrs. Madelyn L.
Maceda. Administrative Assistant II in Itlugan Integrated National High School.
It aims to help and guide the select learners to have knowledge and
strategies, for them to avoid scammers and problems that they will be
encountered in purchasing online products.

Conclusion
Based on the findings, the following conclusion ids drown:
1.Most of the respondents were centered to female, 14-16 years old and have
10 below per week of frequency of orders online.
2. Most of the respondents agree to the level of customer satisfaction in online
product and services in Itlugan Integrated National High School in terms of
product offer and affordability, while they were disagree to the level of
customer satisfaction in online product and services in Itlugan Integrated
National High School in terms of services.
3. Most of the respondents agree to the effects of social media as a new
market platform to the customer satisfaction.
4. The proposed output are symposium and hndbook that may used to spread
awareness and precautions for the customers and online business. It aims to
help and guide the select learners to have knowledge and strategies, for them
to avoid scammers and problems that they will be encountered in purchasing
online products.
Recommendations
Based on the significance of the study, the following recommendations were
offer:
1.The online sellers and business owners may use this study to help them
allocate resource usage for the continuous improvement based on their wants
and needs. It will also help them to know what customers value most based
from their products and services satisfaction.
2. The customer may use this study to help them be mere aware and cautious
in dealing with online scammers and other problem they may encounter.
3. The researchers may serve this study to find out the problems that
consumers face during shopping through online stores and to know how to
deal with it.
4. The future researchers may serve this study as their future references in
line with this topic or problems to be solve and take some actions and
solutions.
REFERENCES
Bibliography
A.BOOKS
Ismail R. (2016). The Impact of Product Quality and Price on Customer
Satisfaction with the Mediator of Customer Value. Retrieved from
https://core.ac.uk/download/pdf/234694248.pdf
Mascarenhas, J. B. (2018). Customer Satisfaction in Online Shopping-
RetailIndustry. Retrieved from
https://esource.dbs.ie/bitstream/handle/10788/3658/mba_mascarenhas_j_201
9.pdf?sequence=1&isAllowed=y
B. UNPUBLISHED MATERIALS
Rao, Y. (2021, October 1). Online Consumer Satisfaction During COVID-19:
Perspective of a Developing Country. Frontiers. Retrieved from
https://www.frontiersin.org/articles/10.3389/fpsyg.2021.751854/full
Merugu, P. (2020, March 11). Customer Satisfaction Towards Online
Shopping With Reference to Jalandhar City. Retrieved from
https://papers.ssrn.com/sol3/papers.cfm?abstract_id=3552410
Alharthey (2020). Online Consumer Satisfaction During COVID-19:
Perspective of a Developing Country. Retrieved from
https://www.readcube.com/articles/10.3389/fpsyg.2021.751854
Thangavel, S. (2015).A Study on Customer Satisfaction Towards Online
Shopping. Research Gate. Retrieved from
https://www.researchgate.net/publication/329026968_A_Study_on_customer_
Satisfaction_towards_Online_Shopping
Liu, M. , Ling K. C. and Guo, X. (2012). Evaluating Factors Influencing
Consumer Satisfaction towards Online Shopping in China. Research Gate.
Retrieved from
https://www.researchgate.net/publication/271339929_Evaluating_Factors_Infl
uencing_Consumer_Satisfaction_towards_Online_Shopping_in_China
Okeke, T. (2019, November 26). Customer Satisfaction with Online Retail
Transactions. Intec Open. Retrieved from
https://www.intechopen.com/chapters/69054
C. JOURNALS
Mortimer, M. (2021, August 12). How today’s college students shop online.
Student Beans Business. Retrieved from
https://partner.studentbeans.com/blog/retail-insights/students-online-
shopping-habits/
Katella, K. (2021, March 9). Our Pandemic Year—A COVID-19 Timeline. Yale
Medicine. Retrieved from https://www.yalemedicine.org/news/covid-timeline
Fryer, V. Understanding the COVID-19 Effect on Ecommerce + Trends.
(2022, December 21). The Big Commerce Blog. Retrieved from
https://www.bigcommerce.com/blog/covid-19-ecommerce/
Guido, G. (2015). Customer Satisfaction. Research Gate. Retrieved from
https://www.researchgate.net/publication/313966638_Customer_Satisfaction
Ying, C. L. (2020, September 24).The Secrets of Growing Customer
Satisfaction. Retrieved from https://www.zendesk.nl/blog/3-steps-achieving-
customer-satisfaction-loyalty/
Forsey, C. (2022, October 6). How to Use Instagram: A Beginner’s Guide.
Retrieved from https://blog.hubspot.com/marketing/how-to-use-instagram
Kristensen, E. (2022, December 19). 15 Eye-Opening Online Shopping
Statistics for 2022. Drip. Retrieved from https://www.drip.com/blog/online-
shopping-statistics
Hay, J. (2022, January 26). Gen Z and their Social Media Shopping Habits.
Retrieved from https://www.linkedin.com/pulse/gen-z-social-media-shopping-
habits-jake-hay?trk=articles_directory
Marinova, I. (2023, January 5). 18 Amazing Online Shopping Statistics 2022.
Review42. Retrieved from https://review42.com/resources/online-shopping-
statistics
Rigby, C. (2022, June 28). Online shoppers’ expectations are rising fast:
study. Internet Retailing. Retrieved from
https://internetretailing.net/customer/shopper-expectations-of-online-
shopping-are-rising-fast-study/
Owens, B. (2021, August 10). Social commerce and the future of online
shopping. Retrieved from https://whiplash.com/blog/social-commerce-future-
online-shopping/
McGarrigle, J. (2021, August 10). What is Tik Tok (formally musical.ly)?
Webwise.ie. Retrieved from https://www.webwise.ie/parents/explained-tiktok/
Rahman,R. M. and Safeena (2016).Customer Needs and Customer
Satisfaction. Research Gate. Retrieved from
https://www.researchgate.net/publication/303813023_Customer_Needs_and_
Customer_Satisfaction
Kemp, S. (2022, February 15). Digital 2022: The Philippines. DataReportal –
Global Digital Insights. Retrieved from https://datareportal.com/reports/digital-
2022-philippines
Oladapo, A. (2022, September 6). The benefits of social commerce to
customers and retailers. Three Sixtee Digital Marketing. Retrieved from
https://www.threesixtee.co.uk/benefits-of-social-commerce-to-customers-and-
retailers/
Mittal, T. (2017, April 4). Common problems faced by customers while
shopping online. YourStory.com. Retrieved from
https://yourstory.com/2017/04/common-problems-online-shopping
By Digital Marketing Institute. (2022, September 1). Social Media: What
Countries Use It Most & What Are They Using? Digital Marketing Institute.
Retrieved from https://digitalmarketinginstitute.com/blog/social-media-what-
countries-use-it-most-and-what-are-they-using
How Long Should Delivery in the Online Store Take? Here Are Our Tips! -
Recostream. (n.d.). Retrieved from https://recostream.com/blog/how-long-
should-delivery-in-the-online-store-take
Unit, C. S. (n.d.). Online Shopping Scam. Retrieved from
https://acg.pnp.gov.ph/main/types-of-scam/online-scam.html
Performance., T. P. F. O. (n.d.). The Future of Retail 2030: Affordability is
front and center to consumers. Retrieved from
https://www.anaplan.com/blog/the-future-of-retail-2030-affordability-is-front-
and-center-to-consumers/
Study.com | Take Online Courses. Earn College Credit. Research Schools,
Degrees & Careers. (n.d.) Retrieved from
https://study.com/academy/lesson/online-marketplaces-definition-
examples.html
D. ELECTRONIC REFERENCES
Hayes, A. Social Media Marketing (SMM): What It Is, How It Works, Pros and
Cons. (2022, October 22). Investopedia. Retrieved from
https://www.investopedia.com/terms/s/social-media-marketing-smm.asp
Affordability Definition & Meaning. (n.d.). Your Dictionary. Retrieved from
https://www.yourdictionary.com/affordability
WHAT IS DESCRIPTIVE RESEARCH? (n.d.). Retrieved from
https://members.aect.org/edtech/ed1/41/41-01.html
APPENDICES
ACCOMPLISHMENT REPORT
Project Implementation
Due to rapid increase of scammers and fake online sellers in the
country, educating people more specifically students or youth, who has been
experienced scams in online shopping, is needed. To address this problem,
the researchers conducted a symposium in Itlugan Integrated National High
School on the 8th day of June 2023, at 9:30 in the morning that was attended
by the teachers and Grade 12 students at the school activity area.
The program started with a Nationalistic song that was led by Mrs.
Teresita S. Diwa, Teacher III, followed by the opening prayer, Ms. Janzen Kim
D. Hufancia. Master Teacher I, Mrs. Girene D. Solpico gave an inspiring and
encouraging message. Her short opening remark was followed by the
welcome remarks and introduction of the resource speaker that was done by
the Grade 12 Chairperson of Itlugan Integrated National High School, Mrs.
Rosario S. Villegas. She introduced the resource speaker.
The resource speaker, Mrs. Madelyn L. Maceda tackled about the
online shopping including the benefits of it. More specifically, she highlighted
about the problems encountered in online shopping platforms. After that, she
also discussed the importance of consumer behaviour and reasons why it is

essential. With her speech, she give guides on availing online products and
tips on how to lessen common problems encountered in online shopping. She
ended her speech by educating the students well on what are happening in
reality so that they can be aware and avoid experiencing it. Open Forum
followed the Symposium proper to give students and even teachers chance to
clarify some issues and queries pertinent to online shopping.
The whole program which culminated with an awarding of certificate
was facilitated by the master of ceremony, Ms. Menchie Aclan followed by
Mrs. Aila D. Lontoc who gave her closing remarks to end the symposium
successfully. This symposium ended at past 11 o’clock in the morning. The
symposium has been informative that it left new learning to the students.
Before the program ended,The symposium was a complete success.

PHOTO DOCUMENTATION
Planning
Implementation
Handbook
Dear Respondents,
Good Day!
We, Accountancy Business and Management students of Itlugan Integrated National
High School, are currently conducting a study entitled “Quantitative Assessment on the
Customer Satisfaction Among Selected Online Shoppers of Itlugan Integrated National High
School: A Basis for Crafting Precautionary Guide on Online Shopping”
In order to complete our study, we need your help in answering the questions below.
Rest assured that your answers will be used for this study only and the information you
may provide will be treated with confidentiality.
The researchers
Sa aming Taga-Sagot,
Magandang araw po!
Kaming mga mag-aaral ng kursong Accountancy Business and Management ay
kasalukuyang nagsasagawa ng pananaliksik na pinamagatang “Quantitative Assessment on
the Customer Satisfaction Among Selected Online Shoppers of Itlugan Integrated National
High School: A Basis for Crafting Precautionary Guide on Online Shopping”
Upang makompleto ang aming pag-aaral na ito, kinakailangan po namin ang inyong
tulong upang sagutin ang mga katanungan sa ibaba.

Aming sinisigurado na ang inyong mga sagot ay gagamitin lamang sa pag-aaral na ito
lahat ng impormasyong aming makakalap ay itinuring na konpidensyal.
Mga Mananaliksik
Part I: Demographic Profile of Respondents
Direction: Kindly put a ( / ) check mark on the table before your answer.
Distribution of respondents profile variable in terms of Sex, Age, and Frequency of online
orders
Name:
Section:
Gender: Male Female
Age: 14-16
17-20
21 and above
Frequency of online orders
Below 10 times per week
11-20 times per week

PART II. Levels of customer satisfaction in online product and services
A. Product offer 4 3 2 1
1.I am satisfied to the product offer by the online sellers because online
shops usually offers cheap products to get more sales.
2. I am satisfied to the product offer by the online sellers because they
sell products that are on trends and can easily purchase by the
customer.
offer products that was easier to get and find.
have high quality products or items yet budget-friendly.
consider the target customer’s buying capability.
usually offer more durable, reusable and quality products that meet my
expectations.
offer a more high quality products that make my life more convenient
and easy
sell products that are in demand and on trend.
meet the customer’s satisfaction and its preferences.
sell products that can’t easily buy in markets and other stores.
B. SERVICES 4 3 2 1
1. I am satisfied to the service offer by the online sellers because sellers
provide assurance that they will deliver the product on time or meet the
delivery schedule.
2. I am satisfied to the service offer by the online sellers because they
response immediately to my concern towards the product.
3. I am satisfied to the service offer by the online sellers because with the
responsive and nice sellers.
4. I am satisfied to the service offer by the online sellers because they
process refund immediately to the returned an products item.
5. I am satisfied to the service offer by the online sellers because sellers
making the efforts to know customer needs.
6. I am satisfied to the service offer by the online sellers because online
shops provide fast delivery services.
7. I am satisfied to the service offer by the online sellers because online
sellers give the customer an assurance that their transaction are safe and
secure.
8. I am satisfied to the service offer by the online sellers because most of
the time they give vouchers, discount, promos and freebies.
9. I am satisfied to the service offer by the online sellers because most of
the time they offer free shipping to their product.
10. I am satisfied to the service offer by the online sellers because they are
approachable and accommodate to their customers.

C. Affordability 4 3 2 1
1.I am satisfied with online shopping because they sells products with
special prices.
2. I am satisfied with online shopping because they provide great
seasonal deals and promos during salary period.
3. I am satisfied with online shopping because they offer less expensive
trend items and affordable products that meet my budget.
4. I am satisfied with online shopping because they offer must have
products with affordable prices.
5. I am satisfied with online shopping because they offer reliable
products with low prices.
6. I am satisfied with online shopping because they offer free shipping
discounts and vouchers.
7. I am satisfied with online shopping because they offer high quality
products with low cost.
8. I am satisfied with online shopping because they offer delivery
services that saves the cost of transportation.
9. I am satisfied with online shopping because they offer products at low
cost and budget-friendly.
10. I am satisfied with online shopping because they often offer promo
codes, coupons, discounts and deals.

3. PART III. Effects of social media as a new market
4 3 2 1
1.I think shopping online can save plenty of time.
2. I think the electronic images of a product are sometimes misleading
and the color and appearance of the product
3.I think it is lack of opportunities to try because I am wasn’t able to try
the product before I purchase it.
4. I think it increases risk fraud because some scammers pretend to be
legitimate online sellers, fake accounts or ads to the online platform
5.I think comparing prices among shops is much easier.
6.I think it is accessible and easy to purchase.
7. I think it provide a variety of products that can give the customers a
variety of choice and convenient over their part.
8.I think the product details online is already provided and can easily
identified.
9. I think it is convenient and less hassle to purchase.
10. I think there is an unclear product information and quit hard for the
customer to choose.
Action Plan for Symposium

April to May 2023
GOALS: The goal of this symposium and is to spread some awareness and
precautions on selected learners on how to deal with online scammer and
other problems they may encounter on purchasing online.
Program Objectives Strategies/ Time Person Resources Remarks
Key Areas Activities Frame Involved Needed
Planning -Identify what Inform the Feb Researcher Laptop

are the select 10, Students Cellphone
materials learners 2023 Guest Editing
needed about the Speaker Application
-Make a plan symposium Teacher Printing
for the Invite the Materials
symposium guess Feb
and speaker and 13-17
handbook set an 2023
about the appointment
topic that we about the
are going to activity
express Make a
-Find out who group study
can be the
guest
speaker for
the
symposium
Preparation -Prepare the The Researchers Laptop
materials that researchers Student Cellphone
will be will start to Guest Editing
needed make a Speaker Application
-Create a PowerPoint March Teacher Printing
PowerPoint to Materials
that shows April
the
strategies,
methods,
guides and
reminders
-Meet the
guess
speaker to
explain the
goal or
objectives of
the activities
Implementatio -Presentation The March Researcher Laptop
n of the researcher 10-31, Microphone
Symposium will make a 2023 Students PowerPoint
-Sharing time program Tv
(The guest script about April Guest Program
speaker will the flow of 14-28, Speaker Script
share a guide the 2023
and symposium Teacher
strategies)
-Distribute
the handbook
to the select
Learners
Action Plan in Handbook
GOAL: To spread awareness and precautions to online shoppers in Itlugan

Integrated National High School. This handbook will serve as their precautionary
guide on online shopping.
Programs or Objectives Strategies/ Time Persons Resources Remarks
PLANNING -Make a plan -Conduct a -May Researchers -Laptop
on how to do group meeting 2023
the Online -Phone
Shoppers’
Precautionar
y Guide
Handbook
-To look for

some
example of
handbook

PREPARATION -Prepare the -The June Researchers -Laptop
materials in researchers 2023
doing will start in
handbook. prepairing the -Printing
handbook. Materials
-Create a
handbook -Apply design
that shows on every
guides and pages
-Phone
safety tips
on online -Print every
shopping pages of
handbook

IMPLEMENTATI -Distribute to -Give the June -Researchers -Laptop
ON the canteen handbook to 2023 -Handbook
manager the the online -Students
content of shoppers in
handbook. school
-Explain to the
students about
the content of
the handbook
INTERVIEW QUESTIONS
 Does the online sellers offer durable, usable and high quality products?
 Does the online sellers response immediately to your concerns towards
the product?
 Does the online seller offer affordable products that meet your budget?
 What are the effects of social media as a new online market platform to
the customer satisfaction?
 Does the quality of the products meet your expectation?

CURRICULUM
VITAE
JANZEN KIM D. HUFANCIA
ITLUGAN, ROSARIO, BATANGAS
CONTACT # : 09480840190
[email protected]
JOB OBJECTIVES:
To get an possibility wherein I could make the fine of my capacity and

make a contribution to the organization’s growth.
PERSONAL INFORMATION
Date of Birth : June 25, 2005

Place of birth : Tondo, Manila
Civil status : Single
Sex : Female
Citizenship : Filipino
Age : 17 years old
Height : 5’3
Weight : 40
Dialect : English/ Filipino
Secondary: Itlugan Integrated National High school
EDUCATIONAL BACKGROUND
Rosario Batangas (2020-2021)

Primary: Itlugan Elementary School
ORGANIZATION
 With honor
ACHIEVEMENT
Itlugan Integrated National Highschool

Grade 7 (2018-2019)
Grade 8 (2019-2020)
Grade 10 (2020-2021)
Grade 11 (2021-2022)
CHARACTER REFERENCES
Mrs. Rosario S. Villegas Teacher
Rosario, Batangas
Mrs. Aila De Castro-Lontoc Teacher
Rosario, Batangas
I hereby certify that the above information are true and correct on the
best of my knowledge and belief.
___________________________
Janzen Kim D. Hufancia
Applicant’s signature
KLENNON MARTIN L. CABAROGIAS

BARANGAY B. ROSARIO BATANGAS
CONTACT # : 09701347573
[email protected]
JOB OBJECTIVES:
To enhance my capabilities and skills necessary for my application and

will serve as an asset to the company.
Date of Birth : May 8, 2005

Place of birth : Rosario, Batangas
Sex : Male
Age : 17 years old
Height : 5’8
Weight : 48
Secondary: Rosario Technical High School (2020-2021)

Primary: Central Elementary School (2016-2017)
ORGANIZATION
Basketball Champion
ACHIEVEMENT
Rosario, Batangas
Rosario, Batangas
___________________________
Klennon Martin L. Cabarogias
GLENN MAE A. TAGUIC

TIMBUGAN, ROSARIO, BATANGAS
CONTACT # : 09636818704
[email protected]
JOB OBJECTIVES:
To secure employment with a reputable company, where I can utilize

my skills and business studies background to the maximum.
Date of Birth : October 31, 2004

Place of birth : Simang, Valencia, Bohol
Sex : Female
Age : 18 years old
Height : 4'10
Weight : 35
Secondary: Itlugan Integrated National High School

Rosario, Batangas (2020-2021)
Primary: Simang Elementary School

Valencia, Bohol (2016-2017)
ORGANIZATION
ACHIEVEMENT
Math Club
 With honor
Valencia Technical Vocational High School
Grade 7 (2017-2018)
Grade 8 (2018-2019)
Grade 10 (2020-2021)
Grade 11 ( 2021-2022)
Rosario, Batangas
Rosario, Batangas
___________________________
Glenn Mae A. Taguic
KEYZEL JANE R. MARANAN

ITLUGAN, ROSARIO, BATANGAS
CONTACT # : 09709570553
[email protected]
JOB OBJECTIVES:
To seek suitable position in your company where I can be able to

import my knowledge and my skills and at the same time to grow and learn
with them.
Date of Birth : October 07, 2004

Place of birth : Rosario, Batangas
Sex : Female
Age : 18 years old
Height : 5’3
Weight : 53
Secondary: Itlugan Integrated National High school

Primary: Rosario Adventist Elementary School
Rosario, Batangas (2016-2017)
ORGANIZATION
ESP Club
 With honor
ACHIEVEMENT
Rosario Advent High School

Grade 7 (2017-2018)
Grade 8 (2018-2019)
Grade 9 (2019-2020)
Rosario, Batangas
Rosario, Batangas
___________________________
Keyzel Jane R. Maranan

IMRAD

Uploaded by

Copyright:

Available Formats

IMRAD

Uploaded by

Document Information

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

IMRAD

Uploaded by

Copyright:

Available Formats

Itlugan Integrated National High School

Quantitative - Qualitative Assessment on the Customer Satisfaction

Among Selected Online Shoppers of Itlugan Integrated National High

School: A Basis for Crafting Precautionary Guide on Online Shopping

Cabarogias, Klennon Martin L.

In Partial Fulfillment for the subject of

INQUIRIES, INVESTIGATION and IMMERSION

(QUANTITATIVE – QUALITATIVE RESEARCH)

This entitled "Quantitative Assessment on the Customer Satisfaction

Among Selected Online Shoppers of Itlugan Integrated National High School:

A Basis for Crafting Precautionary Guide on Online Shopping” prepared and

submitted by Glenn Mae A. Taguic, Klennon Martin L. Cabarogias, Janzen

Kim D. Hufancia and Keyzel Jane R. Maranan in partial fulfillment to the

requirements for the Inquiries, Investigation and Immersion of Accountancy,

Date: February 01, 2023.

VINCE OLIVER A. LIBAO CHRISTIAN JAY D. SALAZAR

appreciation to all those who in one way or another had contributed

assistance to the fultfillment of their dream, to complete this research paper,

the wish to thank the following:

To Mrs. Mariel G. Hungoy, Principal of Itugan National High school for

his full support to this research paper.

To Mrs. Girene D. Solpico, our research teacher for her assistance,

support, and encouragement, to help us in our research, and constructive

comments and suggestions.

To Itlugan National High school for their assistance approval to locate

sources needed in the study.

full support, willingness and cooperation to answer the questionnaire.

To researchers’ friends, for their moral support and encouragement.

To their Ioving parents for aspiration, understanding, financial, and

moral support, advice and care.

This humble piece of work is wholeheartedly dedicated to all who contributed

in fulfilling our dreams and aspirations...

To our ALMIGHTY GOD,

For the strength, wisdom and blessings he showed to us..

For the endless moral, love, care and financial support..

For reminding us to be inspired, motivated, and endless support on whatever

We dedicate this work with all our effort and sincerity.

I. CONTEXT AND RATIONALE........................................................1

Subject of the Study......................................................................16

Data Gathering Instrument............................................................17

Data Gathering Procedure............................................................18

Data Analysis Plan........................................................................19

Part 1: Distribution of respondent profile variable

1.3. Frequency of online orders 27

Part 2: Respondents’ level of customer satisfaction

2.1. Product offer 29

Part 3: Problems encountered in social media as a market 35

TITLE : Quantitative Assessment on the Customer

Satisfaction Among Selected Online

Shoppers of Itlugan Integrated National

High School: A Basis for Crafting

Precautionary Guide on Online Shopping

RESEARCHERS : Glenn Mae A. Taguic

Klennon Martin L. Cabarogias

Janzen Kim D. Hufancia

Keyzel Jane R. Maranan

NO. OF PAGES : 43 pages

STRAND : Accountancy, Business and Management

TRACK : Academic Track

INSTITUTION : Itugan Integrated National High School