Table 1: Frequency Table for Gender

Frequency Percent
Male 28 28%
Female 72 72%
Total 100 100%

The present study contains 100 respondents. Most of the respondents are females

(72%) and the rest is for the males with a percentage of 28%.

Figure 1: Age range of the respondents

1%
14% 12%

25%

48%

18 below yrs. Old 18-25 yrs. Old 25-30 yrs. Old 30-40 yrs. Old Other: 60 yrs. Old

For the age range of the respondents 48% were 18-25 yrs. old, 25% for 25-30 yrs. old,

14% for 30-40 yrs. old and only 1% for the eldest which is 60 yrs. old.

Figure 2: Employment status of the respondents

 Chart Title

21%

49%
21%

9%

Unemployed Employed Self-Employed Student

Most of the respondents are students with a percentage of 49%, Self employed 9%,

Employed 21%, and Unemployed are 21%

Figure 3: Which social media platform do you prefer when purchasing online?

32%

44%

24%

Facebook Instagram Both

Most of the respondents are prefer facebook with a percentage of 44%,Instagram

24%,and both Insta and facebook with 32%

Figure 4: Product Quality of Facebook and Instagram in terms of the product’s

performance
 How was the performance of the product you purchase?
Facebook Instagram

16.7%
5-Very Satisfied
18.2%

54.2%
4-Satisfied
56.8%

12.5%
3-Neither
11.4%

12.5%
2-Dissatisfied
2.3%

4.2%
1-Very Dissatisfied
11.4%
0.0% 10.0% 20.0% 30.0% 40.0% 50.0% 60.0%

Most of the respondents in product quality of Facebook and Instagram in terms of the

products performance was satisfied in terms of Facebook platform 56.8% and Instagram

shows 54.2%. Those who was very satisfied respondents preferred Facebook 18.2%

than Instagram 16.2%. In neither, respondents preferred Instagram 12.5% than

Facebook 11.4%. n those who responds dissatisfied Instagram 12.5% was high than

Facebook that results 2.3%. Very dissatisfied shows that Facebook 11.4% was higher

than Instagram shows 4.2%.

Figure 5: Q2
 Budget friendly of the product
Facebook Instagram

20.8%
5-Very Satisfied
20.5%

50.0%
4-Satisfied
38.6%

12.5%
3-Neither
22.7%

12.5%
2-Dissatisfied
6.8%

4.2%
1-Very Dissatisfied
11.4%
0.0% 10.0% 20.0% 30.0% 40.0% 50.0% 60.0%

In budget friendly of the product those who responds very satisfied show that Instagram 20.8%
was higher than Facebook 20.5%. In satisfied respondents Instagram 50.0% was higher while
Facebook 38.6%. In neither Facebook 22.7% was higher while Instagram was lower 12.5%.
Respondents who dissatisfied shows Instagram 12.5% was higher than Facebook 6.8%.In very
dissatisfied respondents shows that Facebook 11.4% was higher than Instagram 4.2%.

Figure 6: Q3

Reliability of the product

Facebook Instagram

25.0%
5-Very Satisfied
20.5%

45.8%
4-Satisfied
43.2%

12.5%
3-Neither
22.7%

16.7%
2-Dissatisfied
4.5%

0.0%
1-Very Dissatisfied
9.1%
0.0% 5.0% 10.0% 15.0% 20.0% 25.0% 30.0% 35.0% 40.0% 45.0% 50.0%

In reliability of the product those who responds very dissatisfied Instagram 25.0% was higher
than Facebook that has a 20.5%. In satisfied Instagram 45.8% was higher than Facebook that
shows 43.2%. In neither Facebook was most preferred platform that has 22.7% while
Instagram 12.5% only. In dissatisfied Instagram was highest it shows 16.7% that Facebook
that resulted lower percentage 4.5%. Lastly, those who responds very dissatisfied was in
Facebook platform that shows 9.1%.
Figure 7: Q4

Product features
Facebook Instagram

37.5%
5-Very Satisfied
15.9%

29.2%
4-Satisfied
54.5%

16.7%
3-Neither
13.6%

8.3%
2-Dissatisfied
4.5%

8.3%
1-Very Dissatisfied
11.4%
0.0% 10.0% 20.0% 30.0% 40.0% 50.0% 60.0%

In product features it shows that the respondents were very satisfied in Instagram 37.5% than
Facebook that resulted 15.9%. Those who responds satisfied Facebook was higher 54.5% than
Instagram that resulted 29.2% In neither respondent preferred Instagram 16.7% than Facebook
13.6%. In dissatisfied respondents selected Instagram 8.3% than Facebook 4.5%. In very
dissatisfied respondents Facebook was higher it shows 11.4% than Instagram 8.3%.

Figure 8: Q5
 Advertisement on the product's information
Facebook Instagram

33.3%
5-Very Satisfied
31.8%

45.8%
4-Satisfied
36.4%

20.8%
3-Neither
22.7%

0.0%
2-Dissatisfied
6.8%

0.0%
1-Very Dissatisfied
2.3%
0.0% 5.0% 10.0% 15.0% 20.0% 25.0% 30.0% 35.0% 40.0% 45.0% 50.0%

Most of the respondent are very satisfied to the Advertisement on the product’s information in
Instagram with a percentage 33.3% and 31.8% of the respondent of Facebook response that
they are very satisfied. Most of the respondent in Instagram are satisfied with the percentage of
45.8% and 36.4% in Facebook are satisfied, 20.8% of the respondent in Instagram and 22.7%
Facebook answer neutral, 0.0% of respondent in Instagram and 6.8% in Facebook are
Dissatisfied. 0.0% of the Instagram and 2.3% In Facebook are very dissatisfied.

Figure 9: Q6

How was the design of the product?

Facebook Instagram

33.3%
5-Very Satisfied
15.9%

45.8%
4-Satisfied
59.1%

8.3%
3-Neither
11.4%

8.3%
2-Dissatisfied
4.5%

4.2%
1-Very Dissatisfied
9.1%
0.0% 10.0% 20.0% 30.0% 40.0% 50.0% 60.0% 70.0%

Most of the respondent are very satisfied to the design of product in Instagram with a
percentage 33.3% and 15.9% of the respondent of Facebook response that they are very
satisfied. Most of the respondent in Facebook are satisfied with the percentage of 59.1% and
45.8% in Instagram are satisfied, 11.4% of the respondent in Facebook and 8.3% Instagram
answer neutral, 4.5% of respondent in Facebook and 8.3% in Instagram are Dissatisfied. 4.2% of
the Instagram and 9.1% In Facebook are very dissatisfied.

Figure 10: Q7

Quality Assurance
Facebook Instagram

33.3%
5-Very Satisfied
15.9%

29.2%
4-Satisfied
43.2%

20.8%
3-Neither
27.3%

8.3%
2-Dissatisfied
2.3%

8.3%
1-Very Dissatisfied
11.4%
0.0% 5.0% 10.0% 15.0% 20.0% 25.0% 30.0% 35.0% 40.0% 45.0% 50.0%

Most of the respondent are very satisfied to the Quality Assurance in Instagram with a
percentage 33.3% and 15.9% of the respondent of Facebook response that they are very
satisfied. Most of the respondent in Face book are satisfied with the percentage of 43.2% and
29.2% in Instagram are satisfied,27.3% of the respondent in Facebook and 20.8% Instagram
answer neutral, 2.3% of respondent in Facebook and 8.3% in Instagram are Dissatisfied. 8.3% of
the Instagram and 11.4% In Facebook are very dissatisfied.

Figure 11: Q8
 Authenticity
Facebook Instagram

29.2%
5-Very Satisfied
15.9%

37.5%
4-Satisfied
40.9%

16.7%
3-Neither
27.3%

8.3%
2-Dissatisfied
2.3%

8.3%
1-Very Dissatisfied
13.6%
0.0% 5.0% 10.0% 15.0% 20.0% 25.0% 30.0% 35.0% 40.0% 45.0%

Most of the respondent are very satisfied to the Authenticity in Instagram with a percentage
29.2% and 15.9% of the respondent of Facebook response that they are very satisfied. Most of
the respondent in Facebook are satisfied with the percentage of 40.9% and 37.5% in Instagram
are satisfied, 27.3% of the respondent in Facebook and 16.7% Instagram answer neutral, 2.3% of
respondent in Facebook and 8.3% % in Instagram are Dissatisfied. 8.3%% of the Instagram and
13.6% In Facebook are very dissatisfied.

Figure 12: Q9
 How was the customer service?
Facebook Instagram

20.8%
5-Very Satisfied
15.9%

45.8%
4-Satisfied
54.5%

20.8%
3-Neither
20.5%

8.3%
2-Dissatisfied
2.3%

4.2%
1-Very Dissatisfied
6.8%
0.0% 10.0% 20.0% 30.0% 40.0% 50.0% 60.0%

33.3% respondents of Instagram and 13.6% of Facebook respondents are very satisfied with the
experience that they encounter to the seller, Instagram get the higher percentage.
Wherein,33.3% respondents of Instagram are satisfied and 59.1% for the respondents of
Facebook are satisfied. Then,20.8% respondents of Instagram are neutral and 18.2% for the
Facebook respondents are also neutral. For the dissatisfied, Instagram get 12.5% and 4.5% for
Facebook. Lastly, only Instagram get 0% that are very dissatisfied, while Facebook still get 4.5%
respondents of it are very dissatisfied.

Figure 13: Q10

How was your experience with the seller?

Facebook Instagram

33.3%
5-Very Satisfied
13.6%

33.3%
4-Satisfied
59.1%

20.8%
3-Neither
18.2%

12.5%
2-Dissatisfied
4.5%

0.0%
1-Very Dissatisfied
4.5%
0.0% 10.0% 20.0% 30.0% 40.0% 50.0% 60.0% 70.0%

For the customer service, 20.8% respondents of Instagram are very satisfied and 15.9% for
Facebook respondents. Then,45.8% respondents of Instagram are satisfied while Facebook get
54.5% of respondents were satisfied that is higher than the Instagram.However,20.8%
respondents of Instagram are neutral and 20.5% for the Facebook respondents. Instagram get
8.3% of respondents are dissatisfied and 2.3% only for the Facebook respondents. Lastly,4.2%
respondents of Instagram are very dissatisfied and 6.8% for the Facebooks respondents that are
also very dissatisfied.

Figure 14: Q11

How was your interaction with the seller?

Facebook Instagram

29.2%
5-Very Satisfied
0.18

41.7%
4-Satisfied
0.57

16.7%
3-Neither
0.18

12.5%
2-Dissatisfied

0.0%
1-Very Dissatisfied
0.07
0.0% 10.0% 20.0% 30.0% 40.0% 50.0% 60.0%

When it comes to the interaction with the seller,29.2% respondents of Instagram are very
satisfied and 18.2% for the respondents of Facebook are very satisfied. Then,41.7% respondents
of Instagram are satisfied and Facebook get the higher percentage of respondents that are
satisfied which is 56.8 %. Instagram get 16.7% respondents for neutral and 18.2% for Facebook.
Furthermore, only Instagram get 12.5% respondents that are dissatisfied compared to Facebook
that get 0% dissatisfied. Lastly, only the respondents of Instagram get 0% very dissatisfied, while
Facebook still get 6.8%.

Figure 15: Q12

 How can you rate the seller’s packaging of the product?
Facebook Instagram

37.5%
5-Very Satisfied
15.9%

37.5%
4-Satisfied
52.3%

12.5%
3-Neither
22.7%

4.2%
2-Dissatisfied
2.3%

8.3%
1-Very Dissatisfied
6.8%
0.0% 10.0% 20.0% 30.0% 40.0% 50.0% 60.0%

Most of the respondent are very satisfied to the seller packaging of product in Instagram with a
percentage 37.5% and 15.9% of the respondent of Facebook response that they are very
satisfied. Most of the respondent in Face book are satisfied with the percentage of 52.3% and
37.5% in Instagram are satisfied, 12.5% of the respondent in Facebook and 22.7%Instagram
answer neutral, 4.2% of respondent in Facebook and 2.3% in Instagram are Dissatisfied. 8.3% of
the Instagram and 6.8% In Facebook are very dissatisfied.
Facebook

Q11: What’s the best thing about the platform?

The researchers found out that the best thing about the platform (Facebook)

The researchers found out that the best thing about the platform (Facebook)

most of the respondents chosen was accessible, user-friendly, customer-service

and especially the good quality of the product. These are the respondents most

likely about the platform it gives them satisfaction thereby these are the most

preferred platform of customers in terms of accessibility, good quality and many

other things it shows a high number of respondents that satisfied due to this

characteristics.

Product Quality

In terms of product quality in Facebook most of the respondents was very

satisfied since the reliability of the product has a high percentage. Those who

answered satisfied high number of respondents selected the design of the

product based on their preferences. The particular respondents who answered

neither have the high number of was the quality assurance and the authenticity of

the platform. Respondents who dissatisfied the platform was considering the

advertisement on the products information. IN the end those who responds to

very dissatisfied they are not having a good impression due to the authenticity as

a result respondents was not really satisfied.

Service quality

In terms of service quality the number of respondents has a high number of

satisfied in terms of customer service it shows a high percentage that customers

really have the attention in customer service. IN other aspect respondents their

experience with the seller shows very satisfied in Facebook platform. Also, in the

interaction of the customer to the seller it shows that most of them are satisfied in

terms of interaction.Lastly,the rate of the respondents based on the sellers

packaging in the product was really good and they picked satisfied.

What do you think could still be improved?

The researcher found out that (11) respondent says the Facebook platform need

to improve their Security, (4) of respondent said that they need to improve their

customer service, and (2) of respondent said that they need to improve their

accessibility. These factor affects the satisfaction to their customers and for the

future customers. Therefore, most of the respondents are satisfied to the product

quality and service quality that respondents experience in purchasing online

using Facebook platform.