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
Itlugan Integrated National High School
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
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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
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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
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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

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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

Itlugan Integrated National High School
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
Itlugan Integrated National High School
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.

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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)
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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
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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
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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)

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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
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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. 

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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
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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
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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.

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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

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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.

..
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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.
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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
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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?

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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.

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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)

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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

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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
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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

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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.
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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

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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.

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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

Levels of Customer Satisfaction in Online Product and Services of

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.
2. I am satisfied to the product offer by the 2.54 Agree
online sellers because they sell products that
are on trends and can easily purchase by the
customer.
3. I am satisfied to the product offer by the 2.72 Agree
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.
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5. I am satisfied to the product offer by the 2.56 Agree
online sellers because they consider the target
customer’s buying capability.
6. I am satisfied to the product offer by the 2.40 Disagree
online sellers because they usually offer more
durable, reusable and quality products that
meet my expectations.
7. I am satisfied to the product offer by the 2.36 Disagree
online sellers because they offer a more high
quality products that make my life more
convenient and easy
8. I am satisfied to the product offer by the 2.40 Disagree
online sellers because they sell products that
are in demand and on trend.
9. I am satisfied to the product offer by the 2.36 Disagree
online sellers because they meet the
customer’s satisfaction and its preferences.
10. I am satisfied to the product offer by the 2.64 Agree
online sellers because they sell products that
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
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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.

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2.2 Services

TABLE 5

Levels of Customer Satisfaction in Online Product and Services of

Online Shoppers in terms of Services

SERVICES Weighte Verbal

d Mean Interpretation
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.
4. I am satisfied to the service offer by the online 2.36 Disagree
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
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know customer needs.
6. I am satisfied to the service offer by the online 2.36 Disagree
sellers because online shops provide fast
delivery services.
7. I am satisfied to the service offer by the online 2.46 Disagree
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 2.48 Disagree
sellers because most of the time they give
vouchers, discount,promos and freebies.
9. I am satisfied to the service offer by the online 2.34 Disagree
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
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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
Levels of Customer Satisfaction in Online Product and Services of

Online Shoppers in terms of Affordability

AFFORDABILITY Weighte Verbal

d Mean Interpretation
1. I am satisfied with online shopping because 2.58 Agree
they sells products with special prices.
2. I am satisfied with online shopping because 2.58 Agree
they provide great seasonal deals and promos
during salary period.
3. I am satisfied with online shopping because 2.66 Agree
they offer less expensive trend items and
affordable products that meet my budget.
4. I am satisfied with online shopping because 2.70 Agree
they offer must have products with affordable
prices.
5. I am satisfied with online shopping because 2.76 Agree
they offer reliable products with low prices.
6. I am satisfied with online shopping because 2.66 Agree
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.
8. I am satisfied with online shopping because 2.54 Agree
they offer delivery services that saves the cost of
transportation.
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9. I am satisfied with online shopping because 2.60 Agree
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.
Composite Mean 2.60 Agree
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

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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

Customer Satisfaction

Weighte Verbal
d Mean Interpretation
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
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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.
Composite Mean 2.67 Agree
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.

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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 1: "Sometimes."

Participant 2: "Sometimes."

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 1: "Yes."

Participant 2: "Yes."
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Participant 3: "Not all."

Participant 4: "Not all."

Participant 5: "Yes.”

III. Effects of Social Media as a New Online Market Platform to the

Customer Satisfaction

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 1: "Yes."

Participant 2: "Yes."

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."
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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?

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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
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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.

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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)

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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.
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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?
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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?

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.
Itlugan Integrated National High School
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?
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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.

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?

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.

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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.
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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.
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REFERENCES

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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
Itlugan Integrated National High School
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
Itlugan Integrated National High School
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
Itlugan Integrated National High School

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

Itlugan Integrated National High School
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.

Itlugan Integrated National High School

PHOTO DOCUMENTATION

Planning
Itlugan Integrated National High School

Implementation
Itlugan Integrated National High School

Handbook
Itlugan Integrated National High School

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.

Itlugan Integrated National High School
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
Itlugan Integrated National High School
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

Itlugan Integrated National High School

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.

3. I am satisfied to the product offer by the online sellers because they

offer products that was easier to get and find.

4. I am satisfied to the product offer by the online sellers because they

have high quality products or items yet budget-friendly.

5. I am satisfied to the product offer by the online sellers because they

consider the target customer’s buying capability.

6. I am satisfied to the product offer by the online sellers because they

usually offer more durable, reusable and quality products that meet my

expectations.

7. I am satisfied to the product offer by the online sellers because they

offer a more high quality products that make my life more convenient

and easy

8. I am satisfied to the product offer by the online sellers because they

sell products that are in demand and on trend.

9. I am satisfied to the product offer by the online sellers because they

meet the customer’s satisfaction and its preferences.

10. I am satisfied to the product offer by the online sellers because they
Itlugan Integrated National High School
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.

Itlugan Integrated National High School

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.

Itlugan Integrated National High School

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.
Itlugan Integrated National High School

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
Itlugan Integrated National High School
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
Itlugan Integrated National High School
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
Key Areas Activities Frame Involved Needed
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

Programs or Objectives Strategies/ Time Persons Resources Remarks

Key Areas Activities Frame Involved Needed
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

Programs or Objectives Strategies/ Time Persons Resources Remarks

Itlugan Integrated National High School
Key Areas Activities Frame Involved Needed
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
Itlugan Integrated National High School
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?

Itlugan Integrated National High School

CURRICULUM

VITAE
Itlugan Integrated National High School
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
Rosario Batangas (2016-2017)

ORGANIZATION

 With honor

ACHIEVEMENT

Itlugan Integrated National Highschool

Grade 7 (2018-2019)
Itlugan Integrated National High School
Grade 8 (2019-2020)
Grade 10 (2020-2021)
Grade 11 (2021-2022)

CHARACTER REFERENCES

Mrs. Rosario S. Villegas Teacher

Itlugan Integrated National High School

Rosario, Batangas

Mrs. Aila De Castro-Lontoc Teacher

Itlugan Integrated National High School

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
Itlugan Integrated National High School

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.

PERSONAL INFORMATION

Date of Birth : May 8, 2005

Place of birth : Rosario, Batangas
Civil status : Single
Sex : Male
Citizenship : Filipino
Age : 17 years old
Height : 5’8
Weight : 48
Dialect : English/ Filipino

EDUCATIONAL BACKGROUND

Secondary: Rosario Technical High School (2020-2021)

Primary: Central Elementary School (2016-2017)

ORGANIZATION

Basketball Champion

ACHIEVEMENT
CHARACTER REFERENCES
Itlugan Integrated National High School
Mrs. Rosario S. Villegas Teacher

Itlugan Integrated National High School

Rosario, Batangas

Mrs. Aila De Castro-Lontoc Teacher

Itlugan Integrated National High School

Rosario, Batangas

I hereby certify that the above information are true and correct on the
best of my knowledge and belief.

___________________________
Klennon Martin L. Cabarogias
Applicant’s signature
Itlugan Integrated National High School

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.

PERSONAL INFORMATION

Date of Birth : October 31, 2004

Place of birth : Simang, Valencia, Bohol
Civil status : Single
Sex : Female
Citizenship : Filipino
Age : 18 years old
Height : 4'10
Weight : 35
Dialect : English/ Filipino

EDUCATIONAL BACKGROUND

Secondary: Itlugan Integrated National High School

Rosario, Batangas (2020-2021)

Primary: Simang Elementary School

Valencia, Bohol (2016-2017)
Itlugan Integrated National High School

ORGANIZATION

ACHIEVEMENT
Math Club

 With honor
Valencia Technical Vocational High School
Grade 7 (2017-2018)
Grade 8 (2018-2019)
Itlugan Integrated National High School
Grade 10 (2020-2021)
Grade 11 ( 2021-2022)

CHARACTER REFERENCES

Mrs. Rosario S. Villegas Teacher

Itlugan Integrated National High School

Rosario, Batangas

Mrs. Aila De Castro-Lontoc Teacher

Itlugan Integrated National High School

Rosario, Batangas

I hereby certify that the above information are true and correct on the
best of my knowledge and belief.

___________________________
Glenn Mae A. Taguic
Itlugan Integrated National High School
Applicant’s signature

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.

PERSONAL INFORMATION

Date of Birth : October 07, 2004

Place of birth : Rosario, Batangas
Civil status : Single
Sex : Female
Citizenship : Filipino
Age : 18 years old
Height : 5’3
Weight : 53
Dialect : English/ Filipino

EDUCATIONAL BACKGROUND

Secondary: Itlugan Integrated National High school

Itlugan Integrated National High School
Rosario Batangas (2020-2021)
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)

CHARACTER REFERENCES

Mrs. Rosario S. Villegas Teacher

Itlugan Integrated National High School

Rosario, Batangas

Mrs. Aila De Castro-Lontoc Teacher

Itlugan Integrated National High School

Rosario, Batangas

I hereby certify that the above information are true and correct on the
best of my knowledge and belief.
Itlugan Integrated National High School
___________________________
Keyzel Jane R. Maranan
Applicant’s signature