THE WORLD OF ONLINE SHOPPING OF THE FACULTY IN

ST. MICHAEL’S COLLEGE BASIC EDUCATION DEPARTMENT

A Research Presented to the Faculty of

The Basic Education Department
St. Michael’s College
Iligan City

by

DIAPERA, PRINCESS KYLYN R.

FLORES, CHARMAINE JOY B.
LACUNA, JULIA N.
MAGLASANG, MARI JUNE M.
MAGLUNOB, STELA MARIE D.
TALINGTING, MARIELLE JENNICA R.
VILLARUZ, REJIKA KAYE F.

March, 2019
`

THE WORLD OF ONLINE SHOPPING OF THE FACULTY IN

ST. MICHAEL’S COLLEGE BASIC EDUCATION DEPARTMENT

A Research Presented to the Faculty of

The Basic Education Department
St. Michael’s College
Iligan City

In Partial Fulfillment of the Requirements for the

Accountancy and Business Administration
Senior High School

by

DIAPERA, PRINCESS KYLYN R.

FLORES, CHARMAINE JOY B.
LACUNA, JULIA N.
MAGLASANG, MARI JUNE M.
MAGLUNOB, STELA MARIE D.
TALINGTING, MARIELLE JENNICA R.
VILLARUZ, REJIKA KAYE F.

March, 2019
 TABLE OF CONTENTS

APPROVAL SHEET i

ABSTRACT ii

ACKNOWLEDGEMENT iii

LIST OF FIGURES iv

LIST OF TABLES v

CHAPTER Page Number

I. INTRODUCTION 1

Theoretical Framework 2

Conceptual Framework 5

Statement of the Problem 6

Significance of the Study 6

Scope and Limitation of the Study 7

Definition of Terms 8

II. REVIEW OF RELATED LITERATURE AND STUDIES

Related Literature 10

Review of Related Literature 12

Review of Related Studies 18

III. METHODOLOGY
 III.1 Research Design

21

III.2 Locale of the Study

21

III.3 The Respondents

22

III.4 Sampling Procedure

22

III.5 Data Gathering

23

III.6 Instrument Used

23

III.7 Gathering Procedure

23

IV. RESULTS AND DISCUSSIONS

IV.1 Presentation of Data

24

V. SUMMARY OF FINDINGS, CONCLUSION, INTERPRETATION

AND RECOMMENDATIONS

V.1Summary of Findings 32

V.2Conclusions 34

V.3Recommendations 36
REFERENCES 38

APPENDICES

A. Letter to the Principal 41

B. Letter to the Respondents 42

C. Questionnaire 43

D. Documentation 45

CURRICULUM VITAE 46
`

Chapter 1

PROBLEM AND ITS SCOPE

Introduction

Online shopping is a trend nowadays. Many online shops are

raising from one to another but how did it all started and who invented

it? In the year 1979, online shopping was invented and pioneered by

Michael Aldrich in the United Kingdom (Miva, 2015). He connected a

domestic television using a telephone line to real-time multi-user

transaction processing computer. Then, in the year 1995, Amazon.com

first launched their online shopping along with eBay on the same year

(Ellis-Chadwick, 2013).

In the past years, online buying has boost its popularity across the

globe. The availability of shipping made it convenient to order wherever

you are. There are a lot of advantages in buying online such as you can

easily find and order the things you need, it may be clothes, house

furniture, etc., instead of looking in every corner of the mall to find the

items that you want. However, advantages always come with

disadvantages. One example is you can’t guarantee the size of the

product that you are about to buy, as well as its quality if it’s really what

is in its description.
 2

Thus, this study aims to determine the unfavorable transactions

that the online shoppers are facing, specifically the teachers in St.

Michael’s College – Basic Education Department. This study further aims

to determine how they were able to cope up with their unfavorable

transactions. This could also help the non-online shoppers of the

possible risks and the possible bad transactions that they might face if

they’ll try to shop online.

Theoretical Framework

There are a lot of factors that either encourage the consumers to

engage in online shopping or discourage them from online shopping. The

researchers employed theories namely: the product risk theory, financial

risk and perceived benefits.

Product Risk Theory or performance risk theory has been

reported as the most frequently cited reason for not shopping online. For

example, product risk was found to have significant impact on the

frequency of purchasing online [Forsythe and Shi 2003]. A relatively high

level of product risk is expected when being purchased online,

particularly for some product categories, due to shoppers’ inability to

physically examine and test product attributes online [Alreck and Settle

2002; Garbarino and Strahilevitz 2004], suggesting that risks associated

with product uncertainty are likely to negatively affect online purchase

 3

intentions – at least for some products [c.f., Bhatnagar et al. 2000]. For

instance, shoppers perceive a higher level of product risk for apparel

when purchasing online as opposed to when purchasing in traditional

stores [Goldsmith and Goldsmith 2002].

Financial Risk Theory is the likelihood suffering of monetary loss

from a purchase. There are different reasons why online shoppers may

suffer monetary loss when shopping online. First, it is hard for online

shoppers to determine whether the price of the item purchased at a

particular online retailer is the lowest available compared to others.

Perception of such financial risk explains why online shoppers abandon

carts [Egeln and Joseph 2012]. Second, financial losses may occur due

to credit card fraud, which is a primary financial concern among online

shoppers. In addition, Caterinicchia [2005] reports shoppers’ concerns

regarding financial loss if products purchased online fail to perform as

expected. Furthermore, shoppers may be reluctant to purchase products

online due to other costs such as shipping.

Overall, financial risk has been negatively associated with online

shopping [Bhatnager et al. 2000; Chang et al. 2005; Forsythe et al. 2006]

and is found to be a strong predictor of shoppers’ online shopping

intentions [Bhatnager et al. 2000] and behaviors such as tendency to

abandon online shopping carts, purchase frequency, amount spent

 4

online, and frequency of searching with intent to buy [Egeln and Joseph

2012; Forsythe and Shi 2003] and perceived benefits.

Perceived Benefits was the consumed needs or wants the sum of

online shopping advantages or satisfaction (Wu, 2013). Perceived benefits

of shopping online were the consumer’s subjective perception of gain

from shopping online (Forsythe et al., 2006). Also Kim et al. (2008)

defined perceived benefit as a consumer’s belief about the extent to

which he or she will become better off from the online transaction with a

certain online shopping. Forsythe et al. (2006) identified that the four

dimensions of perceived benefits of online shopping were shopping

convenience, product selection, ease/comfort of shopping and

hedonic/enjoyment. Shopping convenience was an important dimension

of perceived benefits, particularly in the online shopping context. Product

selection was defined as the availability of a wide range of products and

product information to support consumer decision making with an

important benefit of online shopping (Forsythe et al., 2006).

Ease/Comfort of shopping was thought of as avoiding the physical and

emotional hassles of shopping in other channels. Hedonic/Enjoyment

was defined as to do with the fun and excitement experience by trying

new experiences, custom designing products, etc. (Forsythe et al., 2006).

 5

Conceptual Framework

Online Shops

Online Buying

Teacher’s Experiences in
Buying Online

Bad Transactions

Factors How were they able to

cope up with these
experiences?

Figure 1.1 Schematic Diagram

This framework represents the process of how the researchers

would gather data and shows the scope of this study.

 6

Statement of the Problem

This study is sought to determine the unfavorable transactions of

online buying based from the experiences of the Basic Education

Department faculty of St. Michael’s College. It aims to answer the

following questions:

1. What are the unfavorable transactions experienced by the teachers

in St. Michael’s College, Basic Education Department?

2. How do the teachers cope up with their unfavorable transactions?

3. Why do the teachers still buy online amidst their unfavorable

transactions?

Significance of the Study

This study will be about the unfavorable transactions of the Basic

Education faculty of St. Michael’s College on their experiences in buying

online. This study will be beneficial to the following:

Online Shoppers. The research will help online shoppers to be

responsible of their use in online buying and for them to be more mindful

of the experiences that they may encounter online.

Online Shops. Refers to shops or people that use internet and

social media as their way to promote their product and connect with

people.
 7

Faculty. For them to express and give awareness of the

unfavorable transactions in buying online through the gathered data

from them. Additionally, this study will help them to know how their

fellow teachers cope up with their unfavorable transactions.

Future Researchers. This will serve as a guide to researchers if

they are planning to conduct a related study. They can use this as a

reference and can be included in their review of related literature.

Scope and Delimitation

This study focused on identifying the unfavorable transaction in

online buying and how they were able to cope up with it based from the

experiences of the Basic Education faculty of St. Michael’s College. The

study is limited only to both Junior and Senior High School faculty of St.

Michael’s College – Basic Education Department. The following

respondents were asked of their experiences on online buying. The

gathered data were analysed by the researchers, identifying the dangers

to notify online buyers and to those who are planning. This ensured the

security and legitimacy of online transactions. The research did not cover

and survey the opinions of the faculties who have no experience on

online buying.
 8

Definition of Terms

This part is shown to define the following terms that are used in

this study :

Online Buying. The process of searching for and purchasing goods and

services over the Internet through the use of a web

browser (Computer Hope, 2017). In present study the

process of choosing and buying goods and anything

through the use of the Internet.

Online Shop. A web site that enables visitors to find, order and pay for

products and services (Althos, 2007). In this study, it is a

market place that is found online wherein any person

could buy or sell products.

Shipping. The act of sending goods from one place to another, especially

by ship (Cambridge Dictionary, 2019). In this study, it is the

process of transporting products and other merchandise from

one place to another.

Unfavorable. An act of expressing disapproval (Merriam-Webster, 2019).

In this study, it refers to transactions that are likely to

cause problems or difficulties to customers.

Transaction. An agreement between a buyer and a seller to exchange

goods, services or financial instruments (Investopedia,

 9

2019). In this study, it is when someone purchases a

product in the Internet.

 10

Chapter 2

REVIEW OF RELATED LITERATURE

This study presents the Related Studies and Related Literature

that came from other researchers that has connection with this study

and give supplemental details and information to the study.

2.1. Related Literature

2.1.1. Online Shopping in the Philippines

Internet shopping has been a developing rage in the Philippines in

the previous couple of years. In 2015, Philippine Star expressed that

about nine out of 10 Filipino customers do their shopping on the web, in

view of an examination authorized by Visa Worldwide.

Filipinos are productive clients of online networking. Evaluations

this year demonstrate that there are 83 million active social media users

in the Philippines. Of this number, 67 million use Facebook; 12 million

use Twitter, and 4 million are LinkedIn clients. The Philippines is

perceived as one of the best nations for web clients worldwide regarding

time spent via web-based networking media; 3.2 hours on mobile and 5.2

hours on work area and tablet (Globe, 2016). Online shopping has been

very common in the Philippines and a lot of websites and apps are

boosting their economy because of the increasing number of people using

it.
 11

2.1.2. Online Purchasing

When you shop on the web, you need to begin via hunting down an

item. This should be possible by visiting a store’s site or, in the event

that you don’t know about any store that has the specific thing you are

searching for or you’d like to look at costs between stores, you can

generally scan for the things with an internet searcher and compare the

results. Through the use of the internet, shopping has made easy and

convenient just by swiping down and choosing your preferred item.

2.1.3. Convenience in Online Shopping

With only a couple of snaps, purchasers can without much a

stretch start purchasing from shopping sites from their own web

associated PC’s, workstations, and cell phones. After looking at their

discoveries, customers can start sitting tight for the delivery of their buys

at their doorsteps in only a couple of days. The experience offered by

these sites have baited a few shoppers from the run of the mill physical

stores, leaving with the standard physical experience of the item before

the genuine buy. Online shopping has made shopping convenient and

less effort, you can just search, choose and then buy, and just wait for

your item to come.

 12

2.1.4. Threat in Online Shopping

The internet can be a great resource of shoppers hoping to grow

their selections of items top purchase and is a method to set aside extra

cash but sometimes a deal that looks great falls short of what has been

advertised. There are different kinds of e-commerce threats. Some are

unintentional, some are intentional, and some of them are because of

human blunder. The most well-known security dangers are phishing

assaults, cash burglaries, information abuse, hacking, credit card frauds

and unprotected administrations (TechGenYZ, 2017). Despite the

advantages on online shopping, it also comes with disadvantages, online

shoppers could also encounter threats and risk in online shopping.

2.2. Review of Related Literature

2.2.1. Purchase Intention

From the study of Pan (2007, p.5), the author cited from Engel,

Blackwell and Miniard (1990), that defines purchasing intention as a

psychological process of decision-making. According to Pan (2007),

“purchasing decision process” is when the relevant information is

searched by the consumers that are motivated by the fulfillment of

demands according to personal experience and the external environment;

then after accumulating a certain amount of information, they begin to

evaluate and consider; and finally, after comparison and judgement, they
 13

make the decision on certain products. This study shows the process of

purchasing on online shopping, it is stated that customers has to go

through evaluation before deciding to purchase on an item.

2.2.2. Price Attractiveness

Price is a form of monetary that people use for any transactions. It

is predicted that price of a product differs in online and offline shopping.

According to Xia and Monroe (2009), consumers will save in monetary

when there are price promotions on specific products. In an online

context, consumers are more likely to depend on the price cues to

determine the quality of a product which are presented in the web site

because they cannot see or touch the actual product (Jiang and

Rosenbloom, 2005). The study of So, Wong and Sculli (2005) resulted

that when there is the presence of promotional offers, consumers will

have higher intention to purchase in web-shopping; purchasing decisions

and choice making from alternative evaluations can be made easily when

there is the presence of promotional offers. This study informs people

that price plays an important role in shopping, this is one of the things

that people assess in purchasing an item since they can see or touch the

actual item.
 14

2.2.3. Time Saving

Time is also perceived as one of a factor that relates with intention

to purchase in a shopping context. It is believed that consumers have

their own perception of time, whether or not to shop from the internet.

According to Hansen and Jensen (2009), accomplishing the shopping trip

as soon as possible refers to the time-saving oriented consumers and

they prefer store choices favouring quick shopping; people who dislike

shopping and approaching for time saving retail stores refers to the

economic shoppers or known as “problem-solvers”.

In online shopping, it requires less effort and better decision

making for consumers who opt to purchase at the e-store (Jiang and

Rosenbloom, 2005). Shoppers may save their time in e-shopping because

they do not have to go through any effort on travelling to a mall or saving

their time in other psychology factors such as traffic jam etc. Shoppers

perceive online shopping as time savers since people doesn’t need to go

through a lot of traffic and they don’t have to stroll on a mall, deciding on

what to buy.

2.2.4. Perceived Risk

Perceived risk is defined as consumer experiencing consequences

or the amount of uncertainty in contemplating as particular purchase

 15

decision. (Cox and Rich, 1964). Similarly, Gronhaug, (1976); Newall,

(1977); Upah, (1980) defined perceived risk as the potential of

unfavorable consequences and the level of uncertainty in a purchasing

situation. Stone and Gronhaug (1993) defined perceived risk increases

psychological costs when feelings of discomfort occur in an individual.

According to Walker and Johnson (2006), they stated that perceived risk

has two main concerns. First is concerning the service delivery system’s

technical performance or functional reliability; and second is concern on

privacy and security. Functional or performance goals, psychological

goals, or the means of money, time and effort invested to attain those

goals may be regarded as the consequences (Park and Stoel, 2005).

Online shoppers may have trouble in making decisions due to some

perceived risk that they may encounter if they ever purchase a certain

item.

2.2.5. Enjoyment and Excitement

Excitement is defined as high level of enjoyment and stimulation

that has the positive emotional state (Russell, 1980). Excitement can also

be associated as to satisfy retail outcomes (Dawson, 1990). According to

Lotz, Eastlick and Shim (1999), the emotion that has been considered as

the key experience that attracts customer to a shopping mall is

excitement. Jeong, Fiore, Niehm and Lorenz (2009, p.109) cited from
 16

(Eroglu, Machleit and Davis, 2003; Mano and Oliver, 1993) that

emotional pleasure is defined as the degree of happiness and

pleasantness and arousal as the degree of stimulation, excitement, and

alertness; therefore, dimensions of emotional pleasure and arousal may

mediate consumer experiences and web site patronage intention.

Similarly, as the web site’s shopping is more enjoyable, consumers are

more likely to purchase a product (Monsuwe, Delleart and Ruyter, 2004).

Online shops didn’t just made shopping less sweat, it also brought

shoppers excitement and enjoyment scrolling through online shops

especially when some items that are not sold on physical stores near you

could actually be found in online shops.

2.2.6. Tangibility

Regardless of online shopping or offline shopping, tangibility is

expected to be a factor that consumers will consider during the

purchasing process. Tangibility products including shoes and clothes;

although it is considered as standardized products, consumers need to

feel it and touch it to make their purchasing decisions (Rajamma,

Paswan and Ganesh, 2007). Consumers are particular about the

tangibility of a product is because they need the security and assurance

of the product purchased is in a good condition and assurance of

purchasing the right thing. Despite the factors that encourages people to
 17

buy online, tangibility is really a factor when you purchase online

because as shoppers you cannot just depend on the description of an

item, being able to touch an item is a big factor in buying, it may be in

online or offline.

2.2.7. High Interactivity

Interactivity is defined as the degree to which two or more

communication parties can act on each other, on the communication

medium, and on the messages and the degree to which such influences

are synchronized (Liu and Shrum, 2002, p.54). According to McMillan

and Hwang (2002), interactivity is defined as direction of

communications, user control and time. Interactivity can be applied in

online and offline shopping. The terms of interactivity in an online

context is based on the detailed information given, easy-to-read or

descriptive information is available (Park and Stoel, 2005) and also the

degree of communication between the buyer and the seller. In an offline

context, interactivity will be based on the atmosphere of the shopping

mall and also the interaction between the consumer and the shop’s

promoter. In the world of online shopping, the communication between

the seller and the buyer is very essential and descriptions on certain

items are important to attract sellers.

 18

2.3. Review of Related Studies

2.3.1. Local Studies

Dan M. of interaksyon.com reported that a study was conducted as

early as 2015 and found out that 9 out of 10 Filipinos preferred online

shopping. Online shopping has been a growing craze in the Philippines in

the past few years. Eshopworld.com also reported that there are

currently 37.75 million e-commerce users in the Philippines, with an

additional 18.02 million users expected to be shopping online by 2022.

Their study reported that these 45.77 million e-commerce users will

spend an average of 48.72 USD online four years from now.

Businesses who engaged into electronic commerce (e-commerce)

have been observed to gain a competitive edge in the field of marketing in

terms of accessibility, convenience and availability. Since the internet is

accessible by people globally, the customers are no longer limited within

the vicinity of the store. Anyone can visit the store anywhere, anytime

without hassle. Just by navigating the store, the customer can choose

the products and purchase it without going to the store directly. E-

commerce proves to enhance the way usual business transactions occur

and helps lessen the time and effort consumed by the company and

customers as well (Deanna and Fritz, 2006). With these, a great

association with their buyers will be set up and their goal of expanding

their deals will be accomplished (Kim and Katherine, 2004)

 19

Andrew Macarayo of grantthornton.com.ph observed that

consumers flock to online shops due to its convenience, discounts and

special deals, and the wide array of selection in one website. With just a

few clicks, consumers can easily buy products from shopping websites

from their own internet connected desktop such as their smart phones.

More people are buying online due to its convenience and accessibility.

Unlike physical stores, you don’t have to go out and spend most of your

time with vehicle traffic and longer queues on the checkout counters.

The experience offered by these websites has lured some consumers

away from the typical stores. The advantages that online shops offered to

the shoppers have pulled their attention away from buying in physical

stores.

2.3.2. Foreign Studies

Online business has turned into a standard strategy for giving

disseminated data to a wide range of stages. It is being actualized by a

developing number of organizations to be progressively completive fuse

world. All organizations need to make a stage forward towards once more

innovation. To probably contend with the worldwide market, internet

business was a smart response (Lanvin and Maggargul, 2006).

Katawetawaraks and Wang (2011) conducted a related study about

the Influences of Online Shopping Decision. The aim of this study is to

 20

provide an overview of online shopping decision process by comparing

the offline and online decision making and identifying the factors that

motivate online customers to decide or not to decide to buy online. It is

found that marketing communications process differs between offline

and online consumer decision (Katawetawaraks and Wang, 2011).

Bashir, Mehboob, and Bhatti (2015) conducted a related study

about the Effects of Online Shopping Trends on Consumer-Buying

Behaviour. This research paper examines the factors that affect the

consumer's behaviour towards online shopping. This study also figures

out the factors and reasons why online shopping has become one of the

fastest growing markets. Online shopping has been a strategy to some

people and organizations to be competitive and have innovation in the

business world.

In this study, the researchers did not cover the view of the online

shoppers regarding the online shopping but also the good and bad

factors in buying online shopping and its factors. Furthermore, the data

gathered in this study were authentic for the respondents of this

research are professionals so expected that this study was answered

honestly and seriously.

 21

Chapter 3

RESEARCH METHODOLOGY

Research Design

The study used a descriptive qualitative design for this study and

will use pen and paper for the survey questionnaires. This type of study

does not depend on the population of the respondents but has focused

more on the data gathered from the respondents. The researchers had a

combination of open and close - ended check-box kind of survey

questionnaires which were given to the respondents. Through the theory

of planned behaviour and internet purchasing indicated that beliefs

about trustworthiness positively affect attitudes toward buying online,

which in turn positively affect purchasing behaviour (Joey F. George,

2004).

Locale of the Study

The study was conducted inside the premises of St. Michael’s

College, Basic Education Department, St. Mary’s St. Brgy. San Miguel,

Iligan City. St. Michael’s College is a Catholic school administered by the

RVM sisters. The researchers did not conduct study that is outside St.

Michael’s College, Basic Education Department.

 22

Figure 3 .1 Source of Data: Google Maps, Map of Iligan

The Respondents

The respondents of the study are the faculty of St. Michael’s

College, Basic Education Department both male and female who had

experiences on online shopping. The respondents were chosen in a

purposive sampling. This refers to choosing a respondent according to

the purpose of the study. The researchers cannot yet determine the

number of respondents because it will be chosen according to the

purpose of this study.

Sampling Procedure

The researchers used purposive sampling on getting the

respondents on their study. Researchers chose the respondents who

could contribute to the purpose and aim of their study. In this way the

researchers were able to get accurate data to ensure the researcher’s

validity.
 23

Data Gathering

The data gathering were conducted through a combination of open

and closed – ended survey questionnaires prepared by the researchers

themselves. It was in a form of check – box in which the respondents

chose their desired answer and has specified if their answer is not on the

choices. It was distributed and was answered by the respondents.

Instrument Used

The researchers used survey questionnaires consisting of open and

closed – ended questions for the data gathering. Pen and paper were also

utilized on the study.

Gathering Procedure

Qualitative method was applied. The data from the survey

questionnaires were analysed through identifying the common

denominator of the answers from the respondents, the researchers then

calculated the percentage and frequency of the data gathered. Data were

arranged according to its statement of the problem.

 24

Chapter 4

RESULTS AND DISCUSSIONS

This chapter represents the result of the study which is through a

survey questionnaire. In this chapter, the gathered data were explained,

analysed and interpreted and the statement of the problem will be

answered.

I. Respondent’s Profile

Table 4.1. Frequency and Percentage Distribution of Respondents in

terms of Age.

Age Frequency Percentage

20-23 2 11
24-27 13 72
28-41 3 17
TOTAL 18 100

Table 4.1. shows the profile of the 18 respondents in terms of age.

It shows that 11 % of the respondents are around the age of 20-23 while

17% is in the age bracket of 28-41 and as seen in the table, 72% of the

respondents’ age are between 24-27.

Problem no. 1
 25

What are the unfavorable transactions experienced by the

teachers in St. Michael’s College, Basic Education Department?

Table 4.2. Respondents’ response on Question no. 1 (Have you ever

experience unfavorable transactions in buying online?).

Response Frequency Percentage

Yes 12 67
No 6 33
TOTAL 18 100

Table 4.2. shows that out of the 18 respondents who have

experienced buying online, 67 % have experienced unfavorable

transactions and 33% have not.

Table 4.3. The unfavorable transactions that they have encountered.

Response Frequency Percentage

 26

Delay of delivery 4 33.33

Damaged delivered 1 8.33
products

The product is 2 16.66

different from the
pictures and in reality
Wrong items delivered 0 0
Combination of 1 8.33
receiving a product
that is different from
the pictures and in
actual and wrong
items delivered
Combination of delay 1 8.33
of delivery and the
product is different
from the pictures and
in actual
Combination of delay 1 8.33
of delivery and wrong
items delivered
Combination of delay 1 8.33
of delivery and
damaged of delivered
products
TOTAL 12 100

Table 4.3. shows that majority of the unfavorable transactions of

the respondents is the delay of delivery which is 33.33 % followed by

receiving different product from the picture and in reality, 16. 66 %, and

the other options have the same frequency and percentage which is 1

and is equivalent to 8.33 %. A total of 5 respondents have multiple

answers which has a total percentage of 41. 65 %. This table shows that

most of the unfavorable transactions that the respondents usually

 27

experience is delay of delivery followed by receiving a product that is

different in the actual and the rest follows.

Table 4.4. Respondents’ response to the follow up question about

their experiences on receiving wrong items.

Response Frequency Percentage

size 1 33.33
color 0 0
brand 0 0
Failure to deliver the 1 33.33
exact quantity of
products
Combination of size, 1 33.33
color and brand
TOTAL 3 100

Table 4.4. shows that out of the 12 respondents who have

unfavorable transactions, 3 of them have experienced wrong items

delivered in terms of size with a 33.33 % same with failure to deliver

exact quantity of products. A respondent also answered multiple options

such as the size, color and brand.

Problem no. 2

How do the teachers cope up with their unfavorable

transactions?

Table 4.5. Respondents’ response on Question no. 2 (Among all your

unfavorable transactions, how do you cope up with it?).

 28

Response Frequency Percentage

Request for refund and 1 8.33
return the product
Accept the products 3 25
Communicate with the 2 16.66
seller
Not order on the same 2 16.66
shop
Inform the public of 0 0
the unfavorable
transaction in social
media.
Combination of accept 1 8.33
the products and
communicate with the
seller
Combination of 1 8.33
communicate with the
seller and not order on
the same shop
Combination of accept 1 8.33
the products and not
order on the same
shop
Combination of accept 1 8.33
the products,
communicate with the
seller, and not order
on the same shop
TOTAL 12 100

Table 4.5. shows that the respondent’s way of coping up with their

unfavorable transactions is through return and refund which is 8.33 %.

Accepting the product has the highest percentage of 25 % which means,

most of the respondents just accepts the product despite their

unfavorable transactions. Communicate with the seller and not order on

 29

the same shop has the same percentage of 16.66 %. The rest of the

respondents answered combined answers such as accepting the product

and communicate with the seller, communicate with the seller and not

order on the same shop, accept the product and not order on the same

shop, and lastly, accept the products, communicate with the seller and

not buy on the same shop.

Problem no. 3

Why do the teachers still buy online amidst their unfavorable

transactions?

Table 4.6. Response of the respondents on Question no. 3 (Amidst

all of your unfavorable transactions, do you still buy online?).

Response Frequency Percentage

Yes 8 67
No 4 33
TOTAL 12 100

Table 4.6. shows that despite the unfavorable transactions that the

respondents have experienced, 67 % still buy online while the 33 % not

anymore buy online after their experiences.

Table 4.7 Why do you still buy online amidst all of your unfavorable

transactions?
 30

Respondents Response
1  Sometimes there is a need of
consideration. If it happened
multiple times, that would be
the moment that the
respondent will buy online.
2  Not every online shop/seller is
fake. They choose to buy online
especially if the item is not
available in the Philippines.
3  It is convenient especially if you
have no enough time to go
shopping.
4  Not all the time that their
delivery is delayed and if the
weather is the problem, we
can’t control it.
5  Some products are cheaper
than on physical shops.
6  There are big discounts
7  More affordable and
convenient.
8  There are shops who give
quality products.

Table 4.7. presents that among the 12 respondents who have

experienced unfavorable transactions online, 8 of them still buy online

and this table, the common answer is that it is convenient and cheaper.

Also, it shows that according to the respondents, online shops offers big

discounts and items that are not found in the Philippines can be found

online.
 31

Chapter 5

SUMMARY OF FINDINGS, CONCLUSION, INTERPRETATION AND

RECOMMENDATIONS
 32

The research is about the World of Online Shopping of the Faculty of

the Basic Education Department of St. Michael’s College. This chapter

includes the conclusion, the summary of findings which are discussed

and interpreted. Recommendations for this research end the chapter.

The researchers used a descriptive qualitative research which was done

in the premises of St. Michael’s College – Basic Education Department.

Summary of Findings

The findings of the research are as follows:

 The respondents’ ages are ranging from 23 - 41 years old.

 Most of the respondents who answered the questionnaires are

female.

 Most of the respondents have experienced unfavorable

transactions.

 Majority of the respondents have experienced delay of delivery

which means that delay of delivery is really a factor of having

unfavorable transactions especially if it is because of the weather.

 There are respondents who have experienced receiving the wrong

item in terms of size, color, brand and failure to deliver exact

amount of quantity and it’s lacking. This implicates that there are

sellers who mistakenly put a different variation of an item which

 33

causes the online shoppers to have problem especially if the

ordered item is too far and it has to be shipped, it would be

difficult to return the product.

 Majority of the respondents cope up with their unfavorable

transactions by accepting the product. Most of the respondents

cope up with their unfavorable transactions by just accepting the

products even if it does not reach their expectation because for

some cases, it would take time to settle the transaction.

 Some respondent’s way of coping up is by doing return and refund,

communicating with the seller and stop buying on the same shop.

There are respondents who would use their rights as a seller by

returning the shipped product so that it would be refunded by

what is their chosen item and there are respondents who

communicate with the seller because having a communication with

the seller is a big help to resolve the problem and there are some

who won’t buy to the same shop after having an unfavorable

transaction so that they could avoid another problem because of

that seller or shop.

 Majority of the respondents who have unfavorable transactions

and still buy online. Despite the respondents’ unfavorable

transactions, they still buy online because there are still

advantages offered by the online shops.

 34

 The respondents still buy online because it is convenient, cheaper,

and offers big discounts. Most of the respondents reasoned out

that they still continue to buy on online shops because it offers big

discounts, the products are cheaper than on physical stores and

lastly, it is more convenient because you will just search, scroll

and choose your desired item.

Conclusion

After gathering all the facts and data regarding the study, we, the

researchers conclude that the faculty of St. Michael’s College – Basic

Education Department have experienced unfavorable transactions in

buying online and they have their way of coping with it.

Based on the results, one of the most common unfavorable

transaction the faculty of St. Michael’s College experienced is the delay of

the product. The product arrives late than what is expected. The next

common unfavorable transaction they commonly experience is upon

delivery, they would receive a product that is not the same quality as in

the picture and its description online. It would have a different size than

what is ordered, different colors and different brand from what was

originally ordered.

Despite the unfavorable experience the faculty experience online,

they have different ways of coping up with the problem and one of the
 35

most common coping up mechanism the teachers do based on the

results is that they choose to accept the product instead. The next way is

through communicating with the seller and not ordering from the same

shop again.

Even after their unfavorable transactions, the faculty still continue

to buy online because there are times when they have to consider some

things and even if there are bad transactions, there are still advantages

in buying online and not all online shops are the same. Additionally, it is

not all the time that they experience those unfavorable transactions and

even if they would encounter it, they have their way of coping with it.

Thus, this conclude that every online shopper at some point would

really be able to experience different kinds of unfavorable transactions

and all they can do is to look for a way to cope up with it since it is

inevitable.

Recommendations

After the researchers came up with a conclusion, the researchers

recommend that:

Online shops. They should be responsible of their products and be

very careful on delivering the item so that they would avoid mistakes.
 36

Also, there should be a clear statement when they post a product so that

people would not expect differently from what they saw on screen and to

the actual look and quality of it.

Faculty. For them to pay more attention and be aware of what will

be the possible event that may happen if they purchase something

especially if the seller is not trusted. The faculty should also have a good

communication with the seller to avoid problems and

miscommunications.

Future Online Shoppers. They should be more aware of the

experiences that they may encounter in buying online so that they won’t

get any problem and won’t regret their decision.

Online Sellers. To be more honest and responsible in selling

online, they should be clear in promoting their product and be active in

answering questions from the buyers, also, they should be very careful in

delivering the products, to avoid mistakes such as it would inter –

change with the other orders or they may put the different variation and

quantity of product. They should be approachable enough for the

customer’s queries.

Future Researchers. Since this study only focuses on the

unfavorable transactions of the faculty of the Basic Education

 37

Department of St. Michael’s College, it is recommended that further

studies will be conducted on the faculty of the Higher Education

Department or in other schools to see whether there are any similarities

in the findings. Furthermore, future researchers could explore the

differences of online shops and physical stores that attract more

customers to buy in that shop.

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