The Satisfaction of CBA Students of University of Saint La Salle - Bacolod on Online

Shopping During this Pandemic

A Project Study
Presented to the Faculty
Of the College of Hospitality and Tourism Management
University of Saint La Salle
Bacolod City

In Partial Fulfillment
Of the Requirements for the Degree of
Bachelor of Hospitality and Tourism Management

By:
Belonio, Allyssa Mae
Deypalobos, Nicole Angelica
Jardinel, Ronalene

October 13, 2021

 INTRODUCTION

Background of the Study

Coronavirus disease 2019 (COVID-19) is caused by a new coronavirus first identified in

Wuhan, China, in December 2019 (Saucer, 2021). According to the Department of Health, the

Philippines have 626, 893 total cases of people reported having COVID-19 since it started which

89.4% of them where treated, 2.05% died and 8.5% are still have active cases. As of March 15,

2021, 23, 769 people undergone the swab testing for COVID-19 and 2, 737 people got positive

results (DOH COVID-19 Case Tracker, 2021). The COVID-19 pandemic has accelerated the

shift towards a more digital world especially in online shopping behaviors which according to a

survey of about 3,700 consumers in nine emerging and developed economies (UNCTAD, 2020).

Online buying and selling have become important parts of many people's lives. Virtual

stores allow people to shop from the comfort of their homes without the pressure of a salesperson

(Chizoba, 2021). The pandemic plays a moderating role in consumer’s awareness of utilities,

which encourages shoppers towards online shopping (Pham et al., 2020). That said, it’s unlikely

that the coronavirus would survive on the purchased items from the time they were packed to the

time it will be received (especially with the slowdown in the delivery system). Moreover,

shipping conditions such as being exposed to ambient temperature make a tough environment for

the coronavirus as well, so it’s not likely the person to be exposed via the package itself, either

(Meyer, 2021).

According to a study of Koch et al., 2020, their findings show that hedonic motivation is

the best predictor of online purchase intentions, followed by utilitarian and normative motives.

This means that consumers tend to shop online the products that is influenced by a person’s

pleasure and pain receptors on their willingness to move towards a goal or away from a threat
more than what is functional and needed. Additionally, Eger et al., 2020 found out the main

reason in choosing new shopping items is fear for health in line to the quality, availability, and

convenience of the target product to purchase. Even as some items became scarce in physical

stores there were options for ordering online and mobile devices is making it easier than ever to

browse and shop online (McAdams, 2021)

The changes we make now will have lasting effects as the world economy begins to

recover. The acceleration of online shopping globally underscores the urgency of ensuring all

countries can seize the opportunities offered by digitalization as the world moves from pandemic

response to recovery (UNCTAD, 2020)

Objective of the Study

This study should deliberately serve its purpose; to know the satisfaction of CBA

students of University of Saint La Salle - Bacolod on online shopping during this pandemic.

This study has its specific objectives wherein it should:

1. To identify the main online shopping platform preferred by the CBA students during this

pandemic in related to how satisfied they are,

2. To determine how frequent CBA students do online shopping during this pandemic, and

3. To determine the product/s they mostly purchase and the mode of payment they prefer in

shopping online during this pandemic.

Scope and Limitation

This study primarily focused on the satisfaction of CBA students of University of St. La

Salle - Bacolod on online shopping during this pandemic. It is based on the online survey

conducted to the target participants who are into shopping online in purchasing needs and
necessities. The participants being considered are both female and male CBA students (age 18 -

25 years old) of University of St. La Salle.

 METHODOLOGY

This chapter describes the research design, general procedure of information gathering,

and statistical tool analysis used in the cross-sectional study of the satisfaction of CBA students

of University of Saint La Salle - Bacolod on online shopping during this pandemic.

Research Design

The researchers conducted qualitative research and the data was collected through online

surveys templates. Researchers chose this kind of method because it provides more accurate

results in a flexible, convenient access and faster way of collecting data and response from the

participants involved in the study of satisfaction in online shopping associated to COVID-19

pandemic. The participants were chosen by performing convenience sampling. The survey data

considered both close-ended and open-ended questions. The results were analyzed by means of

cross-tabulation and manual coding of the results. The percentages were calculated using

Microsoft Excel and were compared via descriptive manner.

Research Procedure

Selection of the Participants. Convenience Sampling was considered in the selection of

participants within University of St. La Salle Bacolod. The researchers conducted 56 surveys

with random CBA students (age 18 – 25 years old) who are into online shopping during this

pandemic.

Preparing the Survey Questionnaires. The Google form survey was composed of 7

questions including close-ended and open-ended surveys. The questionnaire asked the

participant’s name, age, gender, and year level.

1. What online shopping site do you usually use?

o Shopee

o Lazada

o Shien

o Zalora

o Instagram

o Facebook

o Other/s: ______

2. Does this site satisfied your online shopping?

Strongly Agree Agree Neutral Disagree Strongly Disagree

O O O O O

3. How many times do you shop online in a month?

o Once

o Twice

o More than twice

4. What do you usually buy?

o Clothing

o Gadgets

o Household Items

o School Supplies
 o Other/s (please specify): _________

5. Which payment method do you prefer?

o Cash on delivery

o cash

o Credit Card

o Others/s: _______

6. Have you ever encountered receiving a wrong parcel?

o Yes

o No

7.Does online shopping satisfied you during this pandemic?

Strongly Agree Agree Neutral Disagree Strongly Disagree

O O O O O

Gathering of Data. The Google form survey sheets was submitted to the person who created the

questionnaires right after the participant finished answering, and the results was automatically

summarized and graphed by the website based on the answers.

Analyzing Results. The results were presented using different graphs to be clearly seen the

percentages and to be easily compared. The percentages were calculated in Microsoft Excel and

were concluded based on the objectives of the study.

 RESULTS AND DISCUSSION

This section gives the presentation, analysis and interpretation of the qualitative data of

the satisfaction of CBA students of University of Saint La Salle - Bacolod on online shopping

during this pandemic. All results are presented in graphical form, analyzed, and interpreted in

connection with the objectives of this study.

Figure 1: Percentage of CBA students who respond to the surveys according to year level.

Figure 1 shows the percentage of CBA students who respond to the surveys according to

year level wherein majority of respondents is from the 3rd year level covering 94.6% of overall

number of participants, 3.6% from the 2nd year level and only 1.8 % from the 1st year level.
 Figure 2: Response of CBA students to the online shopping platform they mainly use.

Figure 2 shows the answer of CBA students for the question of what online shopping

platform they mainly use. It reflects that Shopee platform got the highest percentage which is

92.9%, followed by Shein, Lazada, Facebook and Zalora with 19.6%, 17.9%, 17.9% and 16.1%

respectively. Amazon and Foodpanda are the least preferred with both 1.8%.

Figure 3: Response of CBA students if the site satisfied their online shopping.
 Figure 3 shows the summary of the respondents’ shopping experience, 57.1% of them are

strongly satisfied, 32.1% are satisfied, 10.7% are neutral, and none of them aren’t satisfied with

the service they get from online shopping.

Figure 4: Response of CBA students of how frequent the do online shopping.

Figure 4 shows that 46.4% of CBA students frequently purchase from online shop for

only once a month, and both 26.8% for twice and more than twice a month.
 Figure 5: Response of CBA students on what they usually buy online.

Figure 5 shows that 57.1% of CBA students mostly buy clothes online, 12.5% household

items, 10.7% gadgets, 5.4% school supplies and 1.8% of the rest choices.
 Figure 6: Response of CBA students on what payment method they prefer.

Figure 6 shows that 83.9% of CBA students prefer cash on delivery, 10.7% on paying

through Gcash, 3.6% on using credit card and 1.6% for ShopeePay.

Figure 7: Response of CBA students if they have ever encountered receiving a wrong parcel.
 Figure 7 shows that 71.4% of them haven’t received a wrong parcel and 28.6% say

otherwise.

Figure 8: Response of CBA students if they are satisfied in shopping online during this

pandemic.

Figure 8 shows that 57.1% of CBA students are strongly satisfied, 32.1% are satisfied,

10.7% are neutral, and none of them aren’t satisfied in shopping online during this pandemic.
 CONCLUSION

Based on the results of the study, CBA students of University of St. La Salle – Bacolod

are satisfied in shopping online during this pandemic. They majority preferred Shopee as their

online shopping platform since it gives better satisfaction in terms of customer and seller services,

payment of methods, packaging, and delivery. Moreover, they usually purchase clothing

products, household items, gadgets, and school supplies in online shopping for mostly once a

month frequency.

In view of the conclusions generated from the results of the study, the researcher

determined that this pandemic causes abrupt changes in the choices of people on what, where

and how frequent they will purchase certain products. This make them prefer less hassle and

safer way of acquiring their wants and needs – which is through online shopping.
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