Customer satisfaction towards selected online shopping platforms during the COVID-19 pandemic / by Kenny Rose A. Abella, Emily Y. De Guzman and Leah Rose M. Macajelos.

Thesis (Bachelor of Science in Business Management major in Marketing Management) Cavite State University.

Includes bibliographical references.

College of Economics, Management and Development Studies (CEMDS).

ABELLA, KENNY ROSE A, DE GUZMAN, EMILY Y, MACAJELOS, LEAH ROSE M. Customer Satisfaction Towards Selected Online Shopping Platforms During the Covid-19 Pandemic. Undergraduate Thesis. Bachelor of Science in Business Management and major in Marketing Management. Cavite State University, Indang, Cavite. August 2022. Adviser: Ms. Tania Marie P. Melo.

In recent years, the Philippines' shopping environment has been driven by retail since distribution and online means seemed to be the key barriers to internet shopping in the country. It was not until the pandemic came which kept the majority under quarantine that online purchasing took off. This study was conducted from February 2021 -- January 2022 in Cavite State University-Main Campus to investigate the satisfaction of the customers in online shopping platforms. Specifically, the study aimed to: (a) determine the profile of the participants in terms of age, sex and money allotted for shopping; (b) identify the most preferred online shopping platform of the customers in purchasing; (c) determine the level of satisfaction of the customers in using selected online shopping platforms in terms of product quality, website design, security, price and delivery service; (d) determine if there is a significant relationship between the profile of participants and their most preferred online shopping platform; (e) assess if there is a significant relationship between profile and customer satisfaction. Quantitative descriptive- correlational approach was used. There were three hundred eight (308) participants from the College of Economics, Management and Development Studies. The male and female participants' age ranged from 17-24 years old. Money allotted for shopping mostly ranged from 0-500 pesos. Shopee was their most preferred online shopping platform to visit and purchase products and services online. There were five factors affecting customer satisfaction in online shopping. According to the findings, customers were satisfied in product quality, website design, price and security while the majority remained neutral in terms of delivery of service. It was revealed that there was no significant relationship between the profile of the participants and online shopping platforms. Similarly, there was no significant relationship between the profile of the participants and customer satisfaction. Future researchers may want to explore using a website to disseminate their survey. This will allow them to reach a broader audience and may also help improve researcher credibility by demonstrating that they are committed to transparency.

Submitted to the University Library 10/10/2022 T-9093