GROWTH OF ONLINE TRANSACTIONS, AND ITS EFFECTS

ON CONSUMERS DURING PANDEMIC

___________________________

A Research Presented to
Laboratory High School – Science, Technology, and Engineering Program
Bulacan State University
City of Malolos, Bulacan

___________________________

In Partial Fulfillment
of the Requirements for the
Practical Research III

___________________________

PAULINE S. ANACAN
QUEENIE MARY ANN C. BAGUHIN
JAMES THADDEUS G. CAPULONG
RHON CARLOS S. CORONEL
PRECIOUS JANICE B. JAVIER
RAIZALYN KHATE B. ROBLES
JULIANA CAREL L. VELASCO

Submitted to:
Ms. Kimberly Mae P. Herrera

June 2022
 ABSTRACT

This study aims to determine the rise of online transactions and their impact on consumers

amidst the pandemic. With the ongoing crisis, Internet influence and smartphone use skyrocketed,

enabling customers' purchasing and payment patterns to alter. In light of this, it is critical to obtain

detailed information about the spread of electronic payments. It was analyzed to address the

experience between traditional and digital transactions of students. Quantitative descriptive

research was conducted over a week among (n=34) online customers of Laboratory High School

Bulacan State University-Main Campus in the School Year 2021-2022. This research examined

the sustainability of digital school payment transactions and its effectiveness during the outbreak.

As shown in the data obtained, respondents preferred digital and cash payments. It revealed that

GCash is the most simple and popular online payment method for students. The study showed that

a vast number of respondents are unfamiliar to online banking. The majority agrees that it

is practical during a pandemic and that large sums of money, including school fees and other

requirements, can be paid. However, analysis demonstrates that internet payments are unreliable,

raising concerns about data theft, security concerns, and technological challenges and that

respondents have a neutral trust in online transactions. Customers chose to verify the quality of a

product or service since most information in online transactions may be insufficient for

the responses. On the other hand, Consumers also preferred traditional payments yet are hindered

by the number of individuals who make physical purchases. Likewise, digital data entry is the

major obstacle to online banking. With the widespread availability of the internet, online

transactions are becoming more prevalent. To avoid data theft and unauthorized entry, consumers

should use their service plans rather than Wi-Fi networks for online banking.

Keywords: online transactions; pandemic; payments; influence; laboratory high school

Introduction

The COVID-19 pandemic, the social dimension, and the need to stay at home have

prompted individuals to purchase online. For the e-commerce business, this has an impact on

demand and creates uncertainty in the supply chain. The World Trade Organization stated that this

is the right moment for e-marketing to save the world economy and that it must intervene with

vigor and vitality to demonstrate e-relevance commerce and efficiency in trade and online

purchasing. (WTO, 2020). The Internet has developed into a necessary tool for commerce and

financial services. Customers, regardless of where they live, are finding them increasingly

accessible. The worry of being deceived and sensitive data theft, which is common among the

public, impedes a hindrance to this growth. As a consequence of the shortage of such protection,

a generous portion of customers is hesitant to submit their respective identities over the Internet.

Customers tolerate security risks in traditional businesses such as department stores because they

can feel and touch the items and form opinions about the store, which is impossible in the case of

an e-commerce system. (Romagnoli, 2021)

The term “Online Transaction” is the financial negotiation between buyers and sellers that

take place over the internet. (Yakean, 2020) Banking Online is boosting economies in their

transition to a cashless society. In today’s digital age, the internet’s influence has increased. It has

evolved into an essential element for transactions and commerce. With the help of new

communication technologies, online transactions have experienced tremendous growth.

(Sandanayake, 2017) Smartphones have increased massively in popularity over the last few years

because of internet accessibility and availability. Consumers' purchasing and payment behaviors

have altered because of the convenience of smartphones, as well as the virtual accessibility of

products, companies, and businesses. Online transactions have provided people access to a variety
of financial platforms, including mobile wallets such as G-Cash, BDO (Banco De Oro), BPI (Bank

of the Philippine Islands), Landbank, PayPal, PayMaya, etc. are digital copies of hard cash in a

physical wallet with additional features and capabilities (Khan, 2018)

The COVID-19 outbreak is currently affecting people in the Philippines. Small droplets

created by coughing, sneezing, and talking can spread the virus to others in close vicinity. When

individuals encounter cash or a check from an infected person, they may become contaminated as

well. People, particularly Online Consumers of Bulacan State University, Laboratory High School,

benefit much from online transactions. (Andrienko, 2020) Cash has become less frequent since the

introduction of online banking has provided buyers with greater convenience. The researchers

witnessed that the traditional payment modes have been replaced by a variety of prompt and

efficient internet banking. Both online purchasers and sellers utilize online technologies to transmit

or receive money in the web banking process. It eliminates tangible cash, which might be

dangerous to handle at times. (Khan, 2018)

Considering that the pandemic is expected to continue for another year, the rise in online

purchasing is likely to continue. As a result, many Online Consumers' opinions should not be

overlooked or ignored. The goal of this study is to provide more information regarding the spread

of online transactions such as digital wallets, net banking, credit or debit cards, and others, due to

the misinterpretation of the increase in online transactions during the epidemic. In conclusion, the

purpose of this study is to determine the rise of online transactions and how the pandemic

influenced the online customers of Bulacan State University, Laboratory High School.
Materials and Methods

This section presents the methods and materials of the study, details about the research

instrument and validation, the data gathering procedures, and the processing of data.

Materials

In this study, a close-ended questionnaire was used as the research instrument. A

questionnaire is a set of items designed to collect responses from participants in a standardized

manner. The researchers used a quantitative descriptive research approach in their study. The

Quantitative Descriptive study design can be defined as a description of the current situation with

the researcher not influencing the variables. In the same way, it will employ a questionnaire

protocol as a technique in data collection.

The researchers formulated questions and statements relevant to the study by selecting

appropriate questions based on their issue statement to obtain more reliable responses that were

easier to compare and analyze. They made a questionnaire consisting of dichotomous questions,

Likert scale questions, and checklist questions.

The research questionnaire is composed of four parts. The first section includes the

subjects' demographic profile, which contains their optional names, age, gender, grade, and section

that kept and remained confidential.

The second portion is a ten five-point Likert scale survey; the questions were intended to

understand the experiences of online consumers in the form of online transactions; the

interpretation indicates how strongly the respondents agree or disagree with the following

statement. The Likert scale arose from a keen interest in gauging people's views and feelings about

diverse topics, making it relevant for the survey (2019, McLeod).

 For the third section of the questionnaire, the researchers used five dichotomous questions;

participants responded to the statements with Yes or No options, that is a constructive approach

for interpreting absolute responses.

In the last section of the questionnaire, a five-item checklist was applied and prepared to

provide the appropriate option for the respondents experienced in traditional and online

transactions. The survey was designed by picking pertinent questions depending on the issue

statement.

Table 1: Likert Scale: Scale, and Interpretation

Scale Interpretation

5 Strongly Agree

4 Agree

3 Neutral

2 Disagree

1 Strongly Disagree

Furthermore, for the questionnaire to be considered valid and essential, the researchers

approached their research instructor and an English professional teacher as expert consultants: and

proposed to provide a formative assessment to revise the questionnaire further. Ms. Kimberly Mae

P. Herrera, a research instructor at Bulacan State University, validated the questionnaire. It was

conducted through Messenger, in which the researcher's leader delivered the survey questionnaire.

Furthermore, the questionnaire was approved by Mr. Rowell Santos, an English Professional
Teacher from Sta. Lucia Senior High School. Similarly, the researcher's leader sent a copy of the

questionnaire to the English Professional Teacher via Messenger.

Methodology

The researchers addressed Mr. Belarmino S. Cruz, the Principal of Bulacan State

University's Laboratory High School, and requested permission to conduct the study in his

institution once the instrument was validated. To establish the credibility of the research, it was

signed by the Researchers, the Principal, and the Research Teacher.

To serve as the population and sample of this study, a list of 40 students was gathered from

the main campus of Bulacan State University (BulSU). Due to quarantine regulations, the

university relies on online transactions such as enrollments, school items, and donations, which

will reduce the need to venture outside for payments. Therefore, the online consumers studying at

the said university were chosen as the target population for an accessible source. Since the

institution provides both tertiary and secondary education, the researchers propose to collect ten

individuals from each of Laboratory High School’s four grade levels, ranging from seventh to

tenth grade. As a result, there will be a total of 40 students with varying perspectives on the growth

of online transactions and their effect on consumers during the pandemic.

Google Form application was used to distribute the online surveys to the respondents. To

acquire authorization to perform the study, the respective class presidents of each section were

contacted. The researchers sent the link of the questionnaires and a list of the selected students that

utilized simple random sampling methods via messenger. The Google form included an overview
of the study, a letter of consent for data collection, and instructions for each component of the

instrument. Furthermore, the respondents were given a week to complete and submit the survey.

The researchers-maintained track of the situation and provided their comments using the

Google form. When all of the participants had submitted their responses, each answer was double-

checked for data mistakes. The class presidents were informed that the data gathering was

complete. Moreover, the results were recorded in Microsoft Excel. All information obtained from

respondents will be kept confidential and used solely for research purposes in this study. As a

result, the student's participation in this research project is entirely voluntary. The majority of the

responses were retrieved and edited on the form owner's computer.

Results and Discussion

This section presents the results, analysis, and interpretation of data collected from Junior

High School students of Bulacan State University, Laboratory High School.

The researchers used a simple random sampling approach to select the most relevant data

from 40 respondents. Amid the pandemic, data had been collected by sending a survey

questionnaire via Google Form to the class presidents of each section through Facebook

Messenger. 34 out of 40 respondents answered the survey. A table with explanations below

summarizes the demographics of the respondents. Additionally, descriptive research statistics are

used to evaluate and interpret the data to answer the research questions that this study is attempting

to address.
 Table 1: Frequency and Percentage Distribution of the Respondents

Factor N %

Sex

Male 17 50

Female 17 50

Total 34 100.00

Grade and Section

7 Salcedo 5 14.7

8 Quisumbing 9 26.5

9 Banzon 10 29.4

10 Zara 10 29.5

Total 34 100.00

The data in Table 1 demonstrates that there is no gender majority among the respondents.

Male and female respondents were split evenly, with each receiving 17 responses for a total of 34.

According to the statistics above, the dominating Grade and Sections are 9 Banzon and 10 Juliano,

both having 10 respondents, with a one-respondent gap with the second dominant Grade and

Section, 8-Quisumbing, and a five-respondent difference with the least dominant Grade and

Section, 7-Salcedo.
 Table 2: Consumers’ Familiarity and Convenience with Online Transaction

Question Frequency Interpretation

SA A N D SD

Q1: Online
payment 11 10 10 3 0
Strongly Agree
methods are new (32.4%) (29.4%) (29.4%) (8.8%) (0%)
to the society

Q2: I prefer
digital payments 5 8 13 7 1
Neutral
over cash (14.7%) (23.5%) (38.2%) (20.6%) (2.9%)
payments.

Q3: Large
amounts of
money can be 10 12 9 2 1
Agree
paid by using (29.4%) (35.3) (26.5%) (5.9%) (2.9%)
online payment
methods.

Q4: I can pay for

major purchases
11 8 10 4 1
using online Strongly Agree
(32.4%) (23.5%) (29.4%) (11.8%) (2.9%)
payment
methods.

Q5: I can store

large sums of
money in an 13 6 10 4 1
Strongly Agree
online banking (38.2%) (17.6%) (29.4%) (11.8%) (2.9%)
account.
 (Continuation of Table 2)

Q6: Online
transactions
effectively and 19 11 4 0 0
Strongly Agree
efficiently help (55.9%) (32.4%) (11.8%) (0%) (0%)
with school
payments.

Q7: During the

pandemic, online 22 9 3 0 0
Strongly Agree
payment is more (64.7%) (26.5%) (8.8%) (0%) (0%)
convenient.

Q8: Problems in
online
transactions are 4 6 14 8 2
Neutral
less common (11.8%) (17.6%) (41.2%) (23.5%) (5.9%)
than in physical
payments.

Q9: Online
payment is
13 8 12 1 0
prevalent with Strongly Agree
(38.2%) (23.5%) (35.3%) (2.9%) (0%)
threats, frauds,
and data theft.

Q10: I trust the

security of online 4 13 14 0 3
Agree
transaction (11.8%) (38.2%) (41.2%) (0%) (8.8%)
applications.

Note: SA = Strongly Agree; A = Agree; N = Neutral; D = Disagree.

SD = Strongly Disagree
 Table 2 displays the number of responses, including the percentages calculated and their

interpretations based on consumers' expertise and comfort with online transactions. According to

the data shown above, online payment techniques are new to society; 32.4% (n=11) of the

respondents strongly agreed with this statement, while 8.8% (n=3) disagreed, indicating that they

are already aware of online payment methods. In conclusion, question number 2 illustrates a

neutral interpretation. Considering that (n=13) of the respondents answered neutral, accounting for

38.2% of the responses, it implies that individuals prefer both digital and cash payments. However,

the majority of students (n=8) preferred digital payments, with only 2.9 percent preferring cash

payments.

The majority of the respondents agreed that huge amounts of money can be paid via internet

banking services, with 35.3% (n=12) agreeing with the claim, about 2.9% (n=1) strongly

disagreed. The study of Frankenfield (2022) supports the statement. His analysis indicates that

online banking provides a lot of conveniences. Basic banking transactions, such as paying multiple

bills and transferring funds between accounts, can easily be accomplished anytime and anywhere

without wasting time. Question 4 revealed that 32.4% (n=11) strongly agreed that they can pay for

major purchases utilizing online payment methods. While the lowest percentage of respondents,

2.9% (n=1), believes that they will be unable to use digital wallets to pay for large transactions. In

this regard, 35.3% of respondents agreed with the previous question that significant sums of money

can be paid online, while only 32.4% can pay for major purchases. According to the survey given,

question number 5 states that the respondents can store large sums of money in an online banking

account, which 38.2 percent (n=13) customers strongly agree with. In contrast, according to a study

by Somer (2022), online banking is inefficient when a consumer demands big sums of money.
While he may be able to withdraw a certain amount from an ATM (most cards have a limit), he

will need to go to a branch to receive the remainder.

As mentioned in the sixth question, which has a widely accepted interpretation, internet

transactions help with school payments successfully and efficiently. Since the pandemic, 55.9%

of respondents (n=19) strongly agreed that the institution relies on online transactions for

enrollments, school supplies, and donations, minimizing the need to travel outside for payment.

The efficiency with which online payments can be performed throughout the pandemic is

what the seventh question involves in. According to 65.7 percent (n=22) of consumers with a

strongly agreed interpretation, it is convenient. Consumers no longer need to visit a bank to

accomplish most of their important financial transactions owing to different internet banking

options, in which may be done at their leisure, whether at home, at work, or on the go as stated by

Frankenfield (2022).

Given that (n=14) of the respondents gave a neutral response to question 8, which earned

41.2 percent of the votes, it suggests that some people believe online transactions have fewer

problems than physical payments, while others believe physical payments have more problems.

However, 23.5% (n=8) of the respondents disagreed that online transactions are more successful.

Question 9 exemplifies a strongly agreed interpretation. In accordance to the majority of

consumers 38.2% (n=13), Internet payment is loaded with hazards, frauds, and data theft.

Consumers who answered neutral (n=13) are the next highest number of answers that received

23.5% of the responses. They may be unsure whether online payment is safe from threats, fraud,

and data theft. Consumers' faith in the security of online transaction applications is the final

question. With an interpretation of agree, 38.2% (n=13) of consumers trust the security of online

transactions. Forty-one and two tenths percent (n=14) of respondents, on the other hand, are
undecided regarding the security of online transaction applications. With a strongly disagree

interpretation, 8.8% (n=3) of consumers do not trust the security. To conclude, while internet

banking security is increasing all the time, such accounts are still vulnerable to hackers. In order

to avoid unwanted access, consumers should use their own data plans rather than public Wi-Fi

networks when utilizing online banking.

Table 3. The Students' Knowledge and Usage of Online Transactions

Question N of Valid Responses in Answers

Yes No

Q1: I have been using online transactions more ever 22 12

since the quarantine started. (64.7%) (35.3%)

Q2: Have you had any first-hand interaction with or 27 7

knowledge of electronic wallets? (79.4%) (20.6%)

Table 3 presents the number of responses to the dichotomous questionnaire based on the

student’s online transaction knowledge and usage. It indicates that most of the respondents in the

sample have first-hand experience with online transactions and electronic wallets. Accordingly,

64.7 percent (n=22) of respondents agreed to use online transactions since the quarantine period,

whereas 79.4 percent (n=27) have knowledge and interaction with electronic wallets. It can be

deduced that respondents find online transactions useful and convenient both before and during

the quarantine period. Meanwhile, the number of respondents who answered "No" in question

number 1 (n=12) is higher than the responses in question number 2 (n=7). The correlation between
questions 1 and 2 demonstrates that the majority of the respondents had only first-hand experience

with online transactions and had not used them since the quarantine period.

Most Zoomers have accepted the digital wallet, with 85 percent indicating they've used it

at least once in the last year, according to Chow (2021). Millennials and older generations, on the

other hand, are catching up, with 65 percent of Gen Xers and 33 percent of baby boomers

claiming they used a digital wallet in the preceding year. E-wallets, which are widely used in

online transactions and play a big role in school payments, are already familiar to practically all

students. An E-wallet is a computer or mobile phone program that allows users to execute online

transactions. However, despite its usefulness, not everyone utilizes an electronic wallet

(Subaramaniam & Kolandaisamy, 2020).

Table 4. Convenience and Certainty of Online Consumer and Seller Relationship

Question N of Valid Responses in Answers

Yes No

Q3: I find it hard to trust online sellers. 24 10

(70.6%) (29.4%)

Q4: I find it easier when I can see who I am 31 3

transacting with face to face. (91.2%) (8.8%)

Q5: Have you ever lost money due to digital fraud? 33 1

(97.1%) (2.9%)

Table 4 illustrates the consumer's convenience of use of online payments as well as the

certainty of transactions with online sellers. The majority reveals that 70.6% (n=24) of the

respondents have trust issues with internet suppliers, while the minority of 29.4% (n=10) find these
sellers reliable with their transactions. In question number 4, it is clear that having negotiations

face to face or traditionally is more convenient for the participants. Customers may prefer

confirming the quality of a product or service since most information in online transactions may

be insufficient for the respondents. Without a doubt, 97.1% (n=33) appear that the majority of

students have never had any experience of losing money through online transactions with digital

fraud. Despite having only 1 out of 34 respondents who have lost money due to digital fraud, the

certainty can't be 100% with only transactions.

In contrast to the responses, research from Subaramaniam and Kolandaisamy (2020) has

indicated that E-wallet usage is rapidly increasing due to the convenience of using an E-wallet or

making a payment in our fast-paced world. Despite technological advancements, many customers

prefer cash in hand to the traditional method because they believe that it is safer than an electronic

wallet. Sivanesan (2017) reported that online customers' trust is frequently harmed by the

transaction and delivery of the products requested. Customers were mostly provided with

insufficient product information and quality since they occasionally received damaged or defective

goods.

Table 5: Drawbacks of Using Online Transactions

Questions N %
Which of these famous online modes of payment do you use the most?

GCash 21 61.8

PayPal 3 8.8

PayMaya 3 8.8

Online Banks 7 20.6

(Continuation of Table 5)

Total 34 100.00

How long have you been doing online transactions?

Less than 1 month 3 8.8

1 to 6 months 7 20.6

6 to 12 months 5 14.7

For more than a year 19 55.9

Total 34 100.00

What is the main disadvantage of visiting a bank branch during this

pandemic?
Distance 8 23.5

The number of people 12 35.3

Opening times 5 14.7

Quality of service 7 20.6

All of the above 2 5.9

Total 34 100.00

What for you is the major barrier to online transactions?

Don’t have a secure gadget 8 23.5

Finding the technology difficult 2 5.9

Don’t like entering data digitally 12 35.3

Don’t trust the bank security 10 29.4

It has a high risk of scamming and fraud 1 2.9

Slow transaction speeds 1 2.9

Total 34 100.00

Which way do you usually add money into your electronic wallets?

Through internet banking/credit cards 12 35.3

 (Continuation of Table 5)

Through over-the-counter facilities 20 58.8

No Answer 2 5.9

Total 34 100.00

Table 5 shows the number of people who responded to the checklist questionnaire about

the disadvantages of using online transactions. According to the data shown above, the majority

of respondents paid using the online payment method GCash. It was selected by 61.8% (n=21) of

the respondents, while 20.6% (n=7) answered Online Banks. Around 8.8% (n=3) of participants

indicated that they used PayPal or PayMaya. In response to question number 2, 55.9% (n=19) of

the individuals stated they had been utilizing online banking for more than a year. While the least

percentage of respondents, which is 8.8% (n=3), had only used internet transactions for a month

or less. In conclusion, GCash is the most popular or easiest method of online payment, and the

majority of students are skilled in handling online transactions after using it for more than a year.

During this pandemic, some individuals are still obligated to visit the bank, which contains

a variety of difficulties. According to the survey, the main disadvantage is the number of people,

which was answered by 35.3 % (n=12) of the students. The distance from their home, opening

times, and quality of service of the bank were also responded to by the rest of the participants. To

answer question number 4, the majority of the respondents, 35.3% (n=12), do not prefer entering

their data digitally. Whereas 29.4% (n=10) do not trust the bank's security system. A few

individuals do not have a secure device and find technology difficult to use. Furthermore, 5.9%

(n=2) are concerned about the poor transaction speed and believe that it creates a high risk of
scamming and fraud. To conclude everything that has been stated, most learners prefer visiting the

bank to input their data, but the number of individuals affects their capability to do so.

Question 5 addresses how the participants regularly deposit money into their electronic

wallets. 58.8% (n=20) of students would prefer to contribute money through over-the-counter

facilities. However, 35.3% (n=12) would rather contribute funds using internet banking or credit

cards. Taking everything into account, the majority of consumers end up choosing to add money

to their electronic wallets through over-the-counter services.

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Semrush Blog. Retrieved from https://www.semrush.com/blog/ecommerce- covid-

19/ on March 17, 2022

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https://www.finder.com/digital-wallet-statistics on June 11, 2022

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 APPENDICES

APPENDIX A

LETTER OF REQUEST TO CONDUCT THE STUDY

 APPENDIX B

RESEARCH INSTRUMENT (QUESTIONNAIRE)

 GROUP 7 RESEARCH CONTRIBUTIONS

Information Researcher (RRL)

Materials and Methods

Anacan, Pauline S.
Table and Narrative

Grammar Checker (Results and Discussion)

Plagiarism Checker (Introduction)

Formatting of Reference (Materials and

Methods)
Baguhin, Queenie Mary Ann C.
Proofreader (Materials and Methods)

Abstract

Proofreader (Results and Discussion)

Proofreader (Introduction)
* Capulong, James Thaddeus G.
Introduction of Results and Discussion

Information Researcher (RRL)

Materials and Methods

Coronel, Rhon Carlos S.
Table and Narrative

Introduction of Results and Discussion

 Formatting of Reference for (Introduction)

Materials and Methods

Javier, Precious Janice B. Plagiarism Checker (Methodology)

Plagiarism Checker (Results and Discussion)

Table and Narrative

Introduction

Information Researcher (RRL)

Grammar Checker (Introduction)

Robles, Raizalyn Khate B. Revision of Introduction

Revision of Methodology

Table and Narrative

Revision of Results and Discussion

Introduction

Information Researcher (RRL)

Revision of Introduction

Velasco, Juliana Carel Grammar Checker (Materials and Methods)

Proofreader (Materials and Methods)

Introduction of Results and Discussion

Table and Narrative

Editor of the Final Paper