Chapter 4

RESULTS AND DISCUSSION

This chapter of the paper contains the data information acquired from 384 generation Z, from
various barangay in Silang, Cavite, who also functioned as survey respondents. In addition, this
chapter also includes analyses and interpretations of the data that has been categorized and
structured according to the research questionnaires. The findings of the study were structured
around the stated problem, evaluated using survey questionnaire responses, and presented in a
table based on the order and category of the study’s basic questions.

Table 1. Gender

Gender Frequency Percent

Female 229 59.60%

Male 155 40.40%

Total 384 100.00%

Table 2. Age

Age Frequency Percent

18 years old 39 10.20%

19 years old 38 9.90%

20 years old 44 11.50%

21 years old 47 12.20%

22 years old 79 20.60%

23 years old 67 17.40%

24 years old 70 18.20%

Total 384 100.00%

 Std.
CUSTOMER SATISFACTION Mean Remarks
Deviation
A. Security      
1. I have any issues about my shipping
3.04 0.70 HIGH
services’ privacy protection
2. I have concern in the identity of the courier
3.02 0.65 HIGH
driver
3. I have concern on the eligibility of the
3.02 0.63 HIGH
online payment transaction
4. In buying, I examine and update the
shipping service's security policies on a 2.28 0.77 LOW
frequent basis.
5. I track the delivery process or my order 3.02 0.85 HIGH
B. Information Availability      
1. I secure that the item detail is precise 3.03 0.80 HIGH
2. I see to it that the product availability is up-
3.02 0.82 HIGH
to-date
3. I read a review, feedback, and information
3.05 0.86 HIGH
regarding the service supplier from consumers.
4. I make sure to identify the knowledge I
3.05 0.84 HIGH
actually needed
5. I get updates in the status of my order 3.05 0.78 HIGH
C. Service Quality      
1. I experience a flexible time of delivery 3.03 0.77 HIGH
2. I experience a well secure package of my
3.03 0.81 HIGH
order
3. I experience that the personnel provide
3.00 0.85 HIGH
timely service
4. Whenever I have an issue on the package,
the courier service expresses a genuine 2.98 0.84 HIGH
concern for resolving it.
5. I experience a proper shipping rate 3.02 0.77 HIGH
D. Service Pricing      
1. It reduces expenses in transactions. 2.88 0.78 HIGH
2. I experience overpricing in the delivery fee 2.73 0.87 HIGH
3. The local courier offers different delivery
2.95 0.79 HIGH
promos
4. The local courier price with the range of 2.88 0.81 HIGH
 time
5. I experience compensation in delay of
2.83 0.82 HIGH
delivery
E. Delivery Process      
1. The local courier delivers services on the
2.97 0.78 HIGH
agreed place and time
2. The local courier notifies you of the exact
2.92 0.83 HIGH
time when services will be rendered.
3. The local courier’s representatives deliver
2.96 0.78 HIGH
fast response
4. I received a confirmation email after
2.94 0.82 HIGH
booking my transaction
5. I received a notice that my package is out
2.99 0.81 HIGH
for delivery
CS_Security 2.88 0.33 HIGH
CS_Information Availablity 3.04 0.75 HIGH
CS_Service Quality 3.01 0.72 HIGH
CS_Service Pricing 2.85 0.69 HIGH
CS_Delivery Process 2.96 0.72 HIGH
CUSTOMER SATISFACTION 2.95 0.56 HIGH
LEGEND: VERBAL INTERPRETATION
1-1.74: VERY LOW UNSATISFIED
1.75-2.49: LOW SLIGHTLY UNSATISFIED
2.5-3.24: HIGH SATISFIED
3.25-4: VERY HIGH VERY SATISFIED

Std.
LOCAL DELIVERY SERVICES Mean Remarks
Deviation
A. Tangibility      
1. The local courier’s employee behavior
3.17 0.83 HIGH
gained my trust
2. I got sense of security while dealing with
3.06 0.83 HIGH
the local courier’s delivery rider
3. The staff of the local courier were polite 3.08 0.82 HIGH
4. The staff of the local courier were attentive 3.07 0.81 HIGH
5. The staff of the local courier were able to
3.11 0.78 HIGH
respond to my request
B. Reliability      
1. I experience a smooth transaction in the
3.05 0.75 HIGH
delivery process.
2. The local courier does their capacity to
3.03 0.78 HIGH
comprehend on my personal needs.
3. The local have a convenient operating hour. 3.07 0.78 HIGH
4. I received the package in good condition. 3.05 0.81 HIGH
5. The local courier keeps agreements to do
2.99 0.78 HIGH
things by a given schedule
C. Assurance      
1. I provide positive feedback to personnel that
are knowledgeable and kind while dealing 3.12 0.75 HIGH
with consumers.
2. The local courier provides a sense of
3.06 0.77 HIGH
security while dealing with their delivery rider
3. The local courier has a secure process of
3.06 0.77 HIGH
paying the delivery.
4. The local courier gives information about
3.03 0.77 HIGH
the delivery personnel
5. The local courier asks for a reconfirmation
3.08 0.77 HIGH
in every transaction.
D. Empathy      
1. I understand the delay of delivery. 3.16 0.80 HIGH
2. I do need to be polite in receiving my
3.17 0.82 HIGH
delivery.
3. I am willing to pay extra fee for rush order 3.09 0.87 HIGH
4. I appreciate the quality service they offer. 3.14 0.80 HIGH
5. I feel secured in online delivery 3.07 0.76 HIGH
E. Responsiveness      
1. I receive an early notice in the delay of
2.99 0.79 HIGH
delivery
2. The local customer service responds
3.00 0.80 HIGH
quickly.
3. I received a refund if my item was damage
2.98 0.82 HIGH
upon the delivery
4. The local courier sends the refund upon
2.99 0.80 HIGH
reporting the return of package
5. The local courier provides information
3.06 0.79 HIGH
about the whereabouts of the package.
LDC_Tangibility 3.10 0.72 HIGH
LDC_Realibility 3.04 0.69 HIGH
LDC_Assurance 3.07 0.68 HIGH
LDC_Empathy 3.13 0.72 HIGH
LDC_Responsiveness 3.00 0.69 HIGH
 Local Delivery Services 3.07 0.65 HIGH
LEGEND: VERBAL INTERPRETATION
1-1.74: VERY LOW UNSATISFIED
1.75-2.49: LOW SLIGHTLY UNSATISFIED
2.5-3.24: HIGH SATISFIED
3.25-4: VERY HIGH VERY SATISFIED

Correlation p. Remark
Variables n
Coefficient value /Interpretation

Reject
Ho/There is a
LOCAL DELIVER SERVICE AND LEVEL significant
0.805 <0.005 384
OF CUSTOMER SATISFACTION relationship
between the
two variables.