Service failure and recovery encounter towards online shopping among college students in selected universities in Cavite / by Romina Joyce M. Macallan, Nelson E. Navarro, Victor Mari D. Oso and April Lyn B. Tutor.

By:

Macallan, Romina Joyce M [author]

Contributor(s):

Material type: Text

TextLanguage: English Publication details: Indang, Cavite : Cavite State University- Main Campus, 2022.Description: xvii, 118 pages : illustrations ; 28 cmContent type:

text

Media type:

unmediated

Carrier type:

volume

Subject(s):

DDC classification:

381 M11 2022

Online resources:

Click here to view the Abstract and Table of Contents

Production credits:

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

Summary: MACALLAN, ROMINA JOYCE M., NAVARRO, NELSON E., OSO, VICTOR MARI D., TUTOR, APRIL LYN B. Service Failure and Recovery Encounter towards Online Shopping among College Students in Selected Universities in Cavite. Undergraduate Thesis. Bachelor of Science in Business Management major in Service Management, Cavite State University, Indang, Cavite. August 2022. Adviser: Mr. Elmer D. Baybay. In the early 2020s, COVID-19 became a global health emergency which affected millions of physical businesses, which led to their temporary closedown. With that in mind, this study aimed to focus on the online shopping experience of the college students from selected universities in Cavite during the pandemic. The study was carried out at the University of Perpetual Help System DALTA - Bacoor, De La Salle University - Dasmarinas, National College of Science and Technology - Dasmarinas, Lyceum of the Philippines University - General Trias, and Emilio Aguinaldo College Dasmarinas from March 2021 to January 2022. A proportionate sampling technique was used to determine the number of participants. Using the frequency and percentage, mean, and standard deviation, it was found that majority of online shoppers were females aged 18 to 22 years old. The products they often purchased were apparel and they usually spent 1 to 5 hours per day shopping for these products. They typically shop online mainly for personal purposes. They also first got familiar with online shopping through the use of social media. For the online shopping experience, it was found that the service failure experienced by participants was generally a minor problem as only a few have often experienced such issues. On the other hand, the service recoveries received were good since they were almost implemented perfectly. These said recoveries were satisfying enough to the participants according to the results. It was concluded that there are more cases related to a service failure, such as customer loss. It is recommended to future researchers to include such cases to bring more essence to the study. -

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Holdings
Item type	Current library	Collection	Call number	Materials specified	URL	Status	Notes	Date due	Barcode
Theses / Manuscripts	Ladislao N. Diwa Memorial Library Theses Section	Non-fiction	381 M11 2022 (Browse shelf(Opens below))		Link to resource	Room use only	T-9057		00081929

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

Includes bibliographical references.

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

MACALLAN, ROMINA JOYCE M., NAVARRO, NELSON E., OSO, VICTOR MARI D., TUTOR, APRIL LYN B. Service Failure and Recovery Encounter towards Online Shopping among College Students in Selected Universities in Cavite. Undergraduate Thesis. Bachelor of Science in Business Management major in Service Management, Cavite State University, Indang, Cavite. August 2022. Adviser: Mr. Elmer D. Baybay.

In the early 2020s, COVID-19 became a global health emergency which affected millions of physical businesses, which led to their temporary closedown. With that in mind, this study aimed to focus on the online shopping experience of the college students from selected universities in Cavite during the pandemic. The study was carried out at the University of Perpetual Help System DALTA - Bacoor, De La Salle University - Dasmarinas, National College of Science and Technology - Dasmarinas, Lyceum of the Philippines University - General Trias, and Emilio Aguinaldo College Dasmarinas from March 2021 to January 2022. A proportionate sampling technique was used to determine the number of participants. Using the frequency and percentage, mean, and standard deviation, it was found that majority of online shoppers were females aged 18 to 22 years old. The products they often purchased were apparel and they usually spent 1 to 5 hours per day shopping for these products. They typically shop online mainly for personal purposes. They also first got familiar with online shopping through the use of social media. For the online shopping experience, it was found that the service failure experienced by participants was generally a minor problem as only a few have often experienced such issues. On the other hand, the service recoveries received were good since they were almost implemented perfectly. These said recoveries were satisfying enough to the participants according to the results. It was concluded that there are more cases related to a service failure, such as customer loss. It is recommended to future researchers to include such cases to bring more essence to the study. -

Submitted to the University Library 09/27/2022 T-9057

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