CITY CENTRAL NATIONAL HIGH SCHOOL

Osmeña Boulevard, Cebu City

The Significant Residents Relationship Between Customer Satisfaction in

Online Shopping Among Teenagers in the
of Ponce Capitol Site, Cebu City

A Research Paper

In Partial Fulfillment of the Requirements

for Practical Research 3

Thesis Adviser:
REYMAR A. SARSOZA
Practical Research 3 Teacher

Thesis Reader:
REYMAR A. SARSOZA
Research Teacher

Researchers:
Maileen Suaring

Date of Submission:
June 2021
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RESEARCH ABSTRACT

With a quantitative design, Thus, this study aims to determine the teenager’s
level of satisfaction from the product quality, advertisement and customer service in
online shopping. In addition, this study helps to predict the impact of satisfaction in an
online shopping. To explore their experiences and evaluation, online survey was utilized.
Findings showed the following: 1) Most of the teenagers preferred to purchase a good
quality product; 2) Most of the teenagers meet their expectation of the product from the
advertisement and in actual; 3) Most of the teenagers increases their satisfaction with a
good customer service in an online shopping. Based on the findings, the following are the
recommendations of the study: 1) Teenagers may serve this study as their basis in
decision making upon purchasing online; 2) Marketers/Online Sellers may help them to
formulate strategies towards online marketing; 3) Students may help them to have
insights about their Marketing Subject; 4) Community may help them to better
understand the factors in online shopping especially in the midst of pandemic; 5)Future
Researchers may use this study as their reference in making any related study precisely
about Customer Satisfaction in Online Shopping.
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APPROVAL SHEET

This research paper entitled, “The Significant Residents Relationship Between

Customer Satisfaction in Online Shopping Among Teenagers in Ponce Capitol Site,
Cebu City” prepared and submitted by Maileen Suaring in partial fulfillment of the
requirements for Practical Research 3, had
been examined and is recommended for acceptance and approval for ORAL
EXAMINATION.

Accepted and approved in partial fulfillment of the requirements for

PRACTICAL RESEARCH 3.

REYMAR A. SARSOZA
Adviser

Accepted and approved in partial fulfillment of the requirements for

PRACTICAL RESEARCH 3.

CINDY O. PERIGO EdD

Principal, City Central National High School

Date of Oral Defense: July 2021

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ACKNOWLEDGMENT

First and foremost, praises and thanks to the God, the Almighty Father for His
showers of blessings throughout my research work and to complete the study
successfully.

I would like to express my deep and sincere gratitude to my research teacher, Mr.
Reymar A. Sarsoza from City Central National High School for giving me the
opportunity to do research and providing invaluable guidance throughout this research.
His commitment, vision, sincerity and motivation have deeply inspired me. It was a great
privilege and honor to work and study under his guidance. I am extremely grateful for
what he has offered to me.

I am extremely grateful to my mother Evelinda Suaring for her unconditional

love, prayers, support and sacrifices for nurturing, educating and preparing me for my
future. Your encouragement when the times got rough are much appreciated and duly
noted. Also, I express my thanks to my brothers and sister for their patience and
understanding during my hectic schedules. It was a great comfort and relief to know that
you all are willing to manage our household activities while I completed my work.

My special thanks goes to my best friend, Gracelle Mae Bucao for always lending
her laptop and other needed materials during the whole duration in making my research
study. My heartfelt thanks.

MAILEEN SUARING
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TABLE OF CONTENTS

Title Page …………………………………………………………………………. i

Research Abstract……………………………………………………………........ ii

Approval Sheet …………………………………………………………………. iii

Acknowledgement ………………………………………………………............. iv

Table of Contents ……………………………………………………………… v

List of Figures ………………………………………………………………… viii

Chapter Page

1 THE PROBLEM AND ITS SCOPE

Introduction................................................................................................1

Rationale ….…………………………………...……………………...…2

Theoretical Background …………………………..…….……………..….3

Related Theories …………..…………...………………………….. 3

Theoretical-Conceptual Framework ………………………........... 4

Related Literature ……………………………………………...

The Problem ……...……………………..…………………………... 6

Statement of the Problem …….…………………………………… 6

Significance of the Study …………………………………………..

Scope and Delimitation of the Study ………….……………….... 8

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Definition of Terms ………………….……………………………. 9

Chapter Page

2 RESEARCH METHODOLOGY

Research Design …………………………………………...……...…. 10

Research Environment ……………………………..………..…….…….. 10

Research Respondents ………………………….………………………..... 10

Research Instrument ………………………………………………….... 11

Data Gathering Procedure ………………………………………………... 11

3 PRESENTATION, ANALYSES, AND INTERPRETATION OF DATA

Product Quality…………………………….………………….…... 12

Advertisement…...................................................................................... 14

Customer Service……............................................................................. 16

4 SUMMARY, CONCLUSION, AND RECOMMENDATIONS

Summary …………………………………..……….………………. 19

Findings ………………………………………….…….…………… 19

Conclusion ………………………………………..………………… 20

Recommendations ………………………………………………….. 21

REFERENCES…………………………….……………………..…………….. 22

APPENDICES

Appendix A. Letter Request to Conduct Study….…………..……….… 23

Appendix B. Letter to Respondents……………………………..……. 24

GAPHS, TABLES AND CHART

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Product Quality................................................................................................25
Advertisement .................................................................................................26
Customer Service.............................................................................................27
Timeable/ Gantt Chart .....................................................................................28
Cost Estimate ...................................................................................................29

CURRICULUM VITAE ………………………………………………….….. 30

LIST OF FIGURES

Figure Page

1 Theoretical-Conceptual Framework of the Study …………..…….…………4

2 Product Quality................................................................................................25
3 Advertisement ..................................................................................................26
4 Customer Service............................................................................................27
5. Timeable/ Gantt Chart ...................................................................................28
6. Cost Estimate ................................................................................................29
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