GROUP4-The Effects of Product Quality of Easy Soft World Balance Shoes On Consumer Satisfaction To

The Effects of Product Quality of Low-end Brand footwear on Consumer Satisfaction to
the 3rd year DHVSU Marketing Students
Bacani, Patrick S.
Casimiro, Tyrone Lee Gabriel De
Torres, Paolo Jay E.
Henson, Joshua B.
Lopez, Joaqi Gavriel
Tabuzo, Jemima Joy T.
Timbal, Amiel G.
This thesis is submitted in partial fulfillment of the requirements for the degree
Bachelor of Science in Business Administration Major in Marketing Management
Don Honorio Ventura State University
June 2022
THE EFFECTS OF PRODUCT QUALITY OF EASYSOFT WORLD BALANCE SHOES ON
CONSUMER SATISFACTION TO THE 3RD YEAR DHVSU MARKETING STUDENTS
DON HONORIO VENTURA STATE UNIVERSITY
Chapter 1
THE PROBLEM AND ITS BACKGROUND
INTRODUCTION
Organizations today operate in a world where little is guaranteed, the pace is faster, and
the dynamics are more complex and difficult. The consumer is at the heart of the company, and
measuring customer satisfaction is an important part of any marketing performance improvement
strategy. Today in the footwear industry, the reflection of how consumers` perceptions make a
good brand impression on customers has become more and more important. Image can be held in
memory by various associations (de Chernatony and McDonald, 2003; Keller, 2008), with it
being stated that it is a shared subconscious mental picture (Reizebos, 2003). As price often
sends quality cues to customers, low prices of a product reflect the perceptions of quality
(Jobber,2010), underlining that repeat purchases at certain footwear stores do not depend on
quality but on price. Customers often use their perceived value to compare the differences
between perceived benefits and sacrifices (Zeithaml, 1988 ; McDougall and Levesque, 2000).
Perceived quality is an attitude formed when customers compare the difference between
expectations with the actual performance (Parasuraman et al., 1985). For footwear companies,
the perceived benefits help produce customer satisfaction and keep customer loyalty (Hennig-
Thurau et al., 2002). Customer satisfaction can generate positive comments and feedback which
affects repeat purchases from consumers. Customer loyalty depends to a great extent on
customization of service (Ball et al., 2006) and making the customer enjoy shopping at a

particular footwear store (Wong, 2004). One of the wellknown shoe brands is World Balance, a
popular brand for your active lifestyle and sports footwear for men, women, and kids. The brand
is all about offering a wide array of quality products for everyday wear, work, performance and
etc. The most well-known shoes of World Balance are the easysoft shoes these shoes are created
for students and workers that make each shoe durable, flexible, waterproof, and ultra-comfy for
them. Price will always be the key concern of consumers’ before making any purchasing
decision. Brand Name: In recent changing global environment, competitive advantage, profitable
ways and efficiencies are the most important gears that companies are forced to seek for in order
to differentiate among them in the business world.
Customer satisfaction thus becomes a key motivator of survival, competition, and growth.
Consumer satisfaction becomes an important thing. According to Irnandha (2016), to win a
competition, companies must have a goal to give customers satisfaction. Efforts will be made by
the company to satisfy the needs of consumers with a variety of strategies and various ways in
the hope that customers feel satisfied and then want to come back to another company. Irnandha
(2016), also highlighted that while customer pleasure is a critical aspect in marketing, consumer
dissatisfaction with service delivery might lead to the company's demise in the future. For
business people the importance of customer satisfaction is inseparable from the quality of the
products they offer. Assauri (2015), said that in a competitive environment, every firm must
make attempts to enhance and update its goods in order to deliver more efficiency and
satisfaction while maintaining and expanding sales and market share. Product quality is
something that the firm or manufacturer should pay special attention to, as product quality is
intimately linked to the issue of consumer happiness.

According to Assuari (2015), Good product quality will later provide satisfaction for
consumers who have consumed the product. According to Kotler & Keller (2009), consumer
satisfaction depends on the quality of a product. Zhang et al. (2013), found that customer
satisfaction is determined by the performance of product attributes where to satisfy customer
management must first identify the performance of various attributes so that management is
required to invest in product attributes to achieve the highest level of satisfaction. Research
conducted by Pesoth (2015), also shows that product quality has an effect on cigarette customer
satisfaction. Razak et al. (2016), found that product quality affects consumer satisfaction of
toothpaste products. According to Ishaq et al. (2014), companies recognize that quality can be an
essential differentiator among themselves from their competitors. Today's consumers are more
worried about the quality of the final product than the process that turns it into reality. The results
of his research also showed that product quality has a significant effect on customer satisfaction.
Megatef (2015), found that products are the strongest variable on customer satisfaction where
quality involves determining quality standards for products and applying guarantee methods at
the level of staff and facility performance.
Consumer satisfaction is an important thing to consider in business. Consumer
satisfaction will encourage consumers to buy and re-consume the products they have consumed
(Martini et al., 2018). Lin (2014), found that consumer satisfaction is a vital driver of repurchase
intentions for online shopping, Chang et al. (2014), also found that customer satisfaction had a
significant effect on repurchase intention and Yulianti (2014) found that satisfaction had a
positive and significant effect on customer purchase intentions. Adekunle & Jones (2018),
conducted research conducted in Nigeria on smartphone products showing that the repurchase
intention of a smartphone in that country is influenced by the satisfaction felt by consumers of

these products. Domfeh et al. (2018), conducted a study of University of Cape Coast students and
found that consumer satisfaction could influence purchase intentions in students in Ghana.
Consumer satisfaction is one of the company's goals that must be achieved in order to
bridge the quality of a company's products in order to increase the repurchase intention of the
company's products. Research conducted by Ishaq et al. (2014) shows the role of customer
satisfaction as a mediating variable of perceived quality, corporate image and customer value on
customer loyalty. The role of mediation by consumer satisfaction is also seen in research
conducted by Domfeh et al. (2018), the research shows that customer satisfaction can mediate
celebrity advertising and celebrity personality towards purchase intention in the
telecommunications industry in Ghana. Chang et al. (2014), found that consumer satisfaction had
a significant effect on repurchase intention on food products sold online in Taiwan. Goh et al.
(2016), also shows the mediating role of customer satisfaction in the influence of product
attributes on the intention to repeat purchases of smartphone products in Malaysia. Research
conducted by Moeslehi & Farideddin (2016), consumer satisfaction is influenced by the price
promotion of coffee shop products in Isfahan and then consumer satisfaction affects the intention
of repeated product purchases.
Consumer Satisfaction can be based on product quality. According to Eirlangga, et al,
2015 Customers are extremely valuable assets that must be protected and nurtured for the firm to
succeed. As a result, whatever the customer asks, how are the customer's attitudes and conduct,
service customers well, and constantly think positively. Improving the company's quality or
service standards is critical since it will result in a significant rise in the company's operational
efficiency with greater product sales, improved production, and extended marketing networks.

According to Kotler & Keller (2016), customer satisfaction is the degree of a person's feelings
defined as satisfaction. He compares the performance or results after comparing them. His
expectations were felt. However, according to Sofyan et al. (2013), client happiness is an
important factor. an assessment of a complete acquisition in which the alternative produces the
same outcomes, or surpasses the buyer's expectations a feeling of dissatisfaction if the obtained
results do not satisfy the customer's expectations. Customer satisfaction is linked to confirmation
of its size and direction discrepancy between after-purchase and after-use, or a review of the
product's performance and customer feedback on the goods or service before purchasing
(Kinasih & Albari, 2012).
Product quality is the ability of a product to perform. It is defined as its quality to perform
specified tasks, which may include durability, dependability, precision, ease of use, and
maintenance, as well as other essential characteristics of the product as a whole. For product
marketing to be effective, Customers must sense compatibility with product quality, and they are
more likely to buy a product that meets their wants and needs. Perceived quality is the customer's
perception of quality, with the limitation that perception is not always reality. e of what the
product is producing. Quality is a mix of properties and characteristics that can determine the
extent to which the output can meet the needs of the consumer. The quality of a product, whether
goods or services can be determined through its dimensions. The dimension is called product
quality dimension (Tjiptono, 2008).According to Garvin in Tjiptono and Diana (2003), there are
eight dimensions of product quality. The dimensions are1) Performance.2) Features.3)
Reliability.4)
Conformance to specifications. 5) Durability. 6)Serviceability. 7) Aesthetic. 8) Perceived quality.

In the study of Garvin of 1987. He developed a system of thinking about the quality of
products by describing the basic elements of product quality in eight dimensions. (Garvin, 1987):
(Foster, 2001): pointed out that quality is multidimensional and that each of its dimensions can
be used strategically to gain competitive advantage. The following is a summary of Garvin’s
eight dimensions of Product Quality: 1) Performance refers to a product's primary operating
characteristics. 2) Features are additional characteristics that enhance the appeal of the product to
the customer. These are the secondary aspects of performance. 3) Reliability is the likelihood that
a product will not fail within a specific time period when put in use. 4) Conformance is the
precision with which the product or service meets the specified standards. 5) Durability measures
the length of a product’s operating life. 6) Serviceability is the speed, ease and costs with which
the product can be put back into service when it breaks down. 7) Aesthetics refers to how the
product looks, feels, sounds etc. It is a matter of personal judgement and a reflection of
individual preference. 8) Perceived quality is the quality attributed by the customer, noting that
perception is not always reality.
According to (Garvin, 1987), recognition of these eight dimensions is important for
strategic purposes. An organization that chooses to compete on the basis of quality can do so in
several ways; it need not pursue all eight dimensions at once. Instead, a segmentation strategy
can be followed, with a few dimensions singled out for special attention.
According to Wu (2013), to achieve customer loyalty, the company should focus on customer
satisfaction because it positively affects the customer's future behavioral intent, which implies
that satisfied customers will buy more and more and more importantly, recommending their
favorite goods and services to their friends and family. Kotler and Keller (2012) stated loyalty or

loyalty was a firmly held commitment to buy or subscribe to particular products or services in
the future despite the influence of the situation and marketing efforts potentially leading to
behavioral transitions.
According to Ganiyu's research (2017), explained that customer satisfaction has a positive
and significant effect on brand loyalty. As a result, the purpose of this study is to determine
whether the product's quality has an impact on the consumer's satisfaction. Customer satisfaction
is defined as a customer's contentment with a product as supplied; product quality; customer
requirements; readiness to repurchase the product; recommendation of the product to other
customers; and, ultimately, a comparison of the product with its competitors.
Product quality according to Lupiyoadi and Hamdani (2013) is the extent to which the
product or service meets its specifications. The consistency of the quality of a product or service
can contribute to the success of a company reviewed from customer satisfaction, employee
satisfaction, and company profitability. Quality service products play an essential role in
establishing customer satisfaction. According to Sviokla in Lupiyoadi and Hamdani (2013), such
external benefits may have implications in the production process of goods or services, i.e., the
quality of the product or service provided by the company can create a positive perception of the
customer against the company and generate a satisfaction and customer loyalty.

Conceptual Framework
The first box at the top represents the Demographic Profile of the third year DHVSU Marketing
Students: age, sex and locality. There are lines connecting to two other boxes, the Product Quality
and the Customer Satisfaction.
The connecting lines show the relationship or correlation between Demographic profile to Product
Quality and Customer Satisfaction.
While the arrow from Product Quality to Customer Satisfaction suggests a causal relationship
between the two. It simply means that where the arrow originates has an impact on where the arrow
is pointed.
Statement of the Problem
1. How may the demographic profile of the respondents be describe in terms of;`
1.1 Sex
1.2 Locality
1,3 Social class

2. How may the product quality of low-end brand be describe?
3. How may the respondents describe customer satisfaction?
4. Is there a significant effect of product quality on customer satisfaction?
5. Based on the findings, what interventions may be proposed?
Hypotheses
1. There is a significant difference between Demographic Profile and the product quality of
Easy soft world balance shoes.
2. There is a significant difference between Demographic and their satisfaction.
3. There is a significant effect of product quality on customer satisfaction.
Significance of the Study
The result of this study will understand and recognize easy soft world balance shoes on
consumers satisfaction to the 3rd year DHVSU Marketing Students and the effect of product
quality on consumer satisfaction.
The findings of the study will greatly benefit the following:
Students of DHVSU. They will have an insight on what might be the next school
essentials this product proposes to be useful to them. After all, the product was initially made for
the sole usage of students who are consuming easy soft shoes word balance shoes.
Future Researchers. They could benefit from this research to develop their own study.

Similar studies about the product quality of easy soft shoes also benefit from this study as well.
This would also give insights to other researchers what to improve and what to innovate in their
future studies.
Third Year Students of Marketing. They will benefit from this study because the
product can be an alternative to the commercially available ones, which are much costly and
inefficient.
EasySoft World Balance. They are the main beneficiaries of this study which may help
them to improve their marketing strategies. It will provide substantial data to the business that
they can make used of in boosting their sales.
Scope and Delimitation
This study aims to determine whether the product quality has an impact on consumer satisfaction.
This study is only limited to the students who use Easysoft World Balance Shoes enrolled in the
second semester of the school year 2021-2022 of Don Honorio Ventura State University.
Definition of Terms
Customer satisfaction. Customer satisfaction is defined as a measurement that
determines how happy customers are with a company’s products, services, and capabilities.
Customer satisfaction information, including surveys and ratings, can help a company determine
how to best improve or change its products and services (American Society 2022 ).

Customer's loyalty- commitment between a customer and a brand that causes the
customer to make repeat purchases (tech target contributor 2019).
Easy Soft- navigate even the wettest surfaces with ease and confidence. Sporting
waterproof one-piece construction made of vicrotech material, each pair in the Easy Soft
collection is guaranteed to seal out moisture—even in heavy rain (Speed Magazine 2016).
Product quality. Product quality refers to how well a product satisfies customer needs,
serves its purpose and meets industry standards. When evaluating product quality, businesses
consider several key factors, including whether a product solves a problem, works efficiently or
suits customers' purposes ( Indeed Editorial Team 2021).
Research. process of systematic inquiry that entails collection of data; documentation of
critical information; and analysis and interpretation of that data/information, in accordance with
suitable methodologies set by specific professional fields and academic disciplines ( Hampshire
college 2022).
Demographic- analysis is the study of a population-based on factors such as age, race,
and sex. It refers to socioeconomic information expressed statistically, including employment,
education, income, marriage rates, birth and death rates, and more (Adam Hayes 2021)
Acronyms
CS - Consumer Satisfaction
CBS - College of Business Studies

DHVSU - Don Honorio Ventura State University DP
- Demographic Profile
Chapter 2

METHOD
This chapter presents the research design, respondents, sampling design, data gathering
procedure, construction and validation of questionnaire, and statistical treatment of data used in
the study.
Research Design
In this study, Quantitative research will be applied since these methods are concerned with
the systematic investigation of social phenomena, using statistical or numerical data. The
researchers will use the descriptive research design to evaluate the relationship between 3rd-year
DHVSU Marketing students' perceptions and the effect of easysoft world balance shoes product
quality on consumer satisfaction. The purpose of descriptive studies is to describe individuals,
events, or conditions by studying them as they are in nature (Siedlecki, 2020). Descriptive
research is a type of research that is used to describe the characteristics of a population. It
collects data that is used to answer a wide range of what, when, and how questions pertaining to
a particular population or group. Descriptive research describes and analyzes a scenario,
problem, or issue in a systematic way a common occurrence in the problem under investigation
(Kumar, 2014). It is principally intended to describe a condition, phenomenon, crisis, or event
from the various points of view that people have about the subject in that the researcher intended
to assess. This design is suitable for unifying their perceptions of smartphone product quality to
consumer satisfaction.
To determine the sample study, the purposive sampling technique will be used by getting
the whole population’s sample of respondents. This method is known as judgment, selective, or
subjective sampling and it is a sampling strategy in which the researcher chooses members of the

population to participate in the study based on his or her own judgment (Black, K. 2010). As
with other non-probability sampling methods, purposive sampling does not produce a sample
that is representative of a larger population, but it can be exactly what is needed in some cases –
study of organization, community, or some other defined and relatively limited group (Gupta,
2011). For this reason, the 3rd year marketing students will be purposively selected as a
respondent to the study.
Respondents
This study will collect information from the students of Don Honorio Ventura State
University. The 3rd year Marketing students will be the target population in this study. The
researchers will get the population of the 3rd year Marketing students to the class Mayor's of
every sections. The total population of the 3rd year Marketing students will be 710, then in
getting the total sample size we use the Raosoft sample size calculator with 5% margin of error
and 95% confidence level to get the Sample size which is 250. To determine the sample study,
the purposive sampling technique will be used by getting the whole population's sample of
respondents. This method is known as judgement, selective or subjective sampling, the 3rd year
Marketing students will be purposively selected as respondents to the study.
Section of 3 year Marketing Students Population Sample Size Percentage

rd

A 47 17 6.62%
B 50 18 7.04%
C 42 15 5.92%
D 46 16 6.48%
E 52 18 7.32%
F 52 18 7.32%
G 49 17 6.90%
H 52 18 7.32%
I 48 17 6.77%
J 52 18 7.32%
K 49 17 6.90%
L 53 19 7.46%
M 50 18 7.04%
N 68 24 9.58%
TOTAL 710 250 100%

Instruments
The researchers created a survey questionnaire to collect the information needed for the
proposed study, which functioned as the primary instrument for gathering the data.
The questionnaire was made up of three parts: the first part of survey questionnaire
represents the socio-demographic profile of the respondents in terms of (a) age; and (b) gender.
Meanwhile, the second part of the survey questionnaire solicited responses from the respondents
about what do they consider before buying if the product is (a) suitable; (b) durable; (c) safe to
use; (d) affordable; and (e) have good designs. The last part of the questionnaire contained the
satisfaction to the product in terms of: (a) durability; (b) price; (c) features; and (d) product
performance. This questionnaires are answerable by the scale where 4 = strongly agree, 3 =
agree, 2 = disagree, and 1 = strongly disagree.
Data Collection
Before the data collection started, the researchers wrote a letter requesting records to
know the current number of third-year students enrolled in Bachelor of Science in Business
Administration Major in Marketing for the school year 2021-2022 to the school’s registrar and an
official letter to the Dean of College of Business Studies, with their research advisor's signature,
requesting permission to conduct the study with the selected respondents. Data gathering began
when the authorized letter of request was approved. The researchers used Google Forms to
disseminate survey questionnaires to the selected participants. The researchers made sure that
there was no disruption of classrooms because the sessions were held during the participants' free
time, in accordance with DepEd rules. In addition, the online survey questionnaire was delivered
under virtual surveillance. Following data gathering, the researchers ensured that the information

gathered from the participants was managed with the utmost care and confidentiality. The
information gathered was completely analyzed and processed appropriately and without bias.
Ethical Considerations
The researcher will respect the right to dignity confidentially and privately. This study is
about the responses that are collected by the researchers confidentially and with integrity. This
study will protect the rights of research participants, and enhance the research validity, and
correctness.
Statistical Treatment of Data
The analysis technique uses statistical analysis with regression testing, correlation,
determination, and hypothesis testing (Susanti 2019).
In assessing and interpreting the age, sex, and locality. The Frequency distribution will be
used in measuring the information of the respondents. Since these data are made for studying the
distribution of statistical population characteristics through the sampling of the population, this
research is a survey done on the basis of the cross-sectional method (ACADEMIA 2011).
Meanwhile, weight mean was used in order to measure of product quality of easy soft world
balance shoes.
Weighted mean. Point scale descriptive rating
3.25 – 4.00 4 Strongly agree

2.50 – 3.24 3 Agree
1.75 – 2.49 2 Disagree
1.00 – 1.74 1 Strongly disagree
Strongly agree means that product quality of easy soft world balance shoes was reflected from
76% -100%.
Agree means that the product quality of easy soft world balance shoes was reflected from 51% -
75%.
Disagree means that the product quality of easy soft world balance shoes was reflected from 25%
- 50%.
Strongly disagree means that the product quality of easy soft world balance shoes was reflected
from 1% - 26%
Similarly, the weighted mean was used in the satisfaction
Weighted mean. Point scale descriptive rating
3.25 – 4.00 4 Strongly agree
2.50 – 3.24 3 Agree
1.75 – 2.49 2 Disagree
1.00 – 1.74 1 Strongly disagree
Strongly agree means that the satisfaction was reflected from 76% -100%

Agree means that the satisfaction was reflected from 51% - 75%
Disagree means that the satisfaction was reflected from 25% - 50%
Strongly disagree means that the satisfaction was reflected from 1% - 26%
However, the difference of the two means will be used in measuring the significant difference
between DP and the product quality of easy soft world balance shoe products.
Similarly, the difference of the two means will be used in testing the difference between DP and
the satisfaction of the consumer. Customer satisfaction is the level of a person’s feelings after
comparing the performance (or results) perceived in the hope. the level of satisfaction is a
function of the difference between the perceived performance and the expectation (Kotler and
Keller 2011).
In this research study, the frequency distribution is the rate at which something occurs or is
repeated over a particular period of time or in a given sample.
Also, the weighted mean is a type of mean that is calculated by multiplying the weight (or
probability) associated with a particular event or outcome with its associated quantitative
outcome and then summing all the products together will be used as statistical treatment to
present, analyze and interpret the gathered data or information of the study. Frequency and
percentage distribution will be used to determine the respondents based on their demographic
profile such as age, gender, marital status, etc. In addition, it will also measure the number of
times each option is selected or answered from each question.

References
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AA Jahanshahi, MAH Gashti, SA Mirdamadi et al. (2011). Study the Effects of Customer Service
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Appendix A
LETTER TO CONDUCT SURVEY
June 02, 2022
MR. LUISITO V. REYES

Dean, College of Business Studies

Dear sir,
The undersigned is currently working with our research paper entitled " The Effect of
Product Quality of Easysoft World Balance Shoes on Consumers Satisfaction to the 3 rd Year
DHVSU Marketing Student " as partial fulfillment of our requirements for Business Reasearch.
The Researchers asking your permission to authorized them to operate the survey opinion
poll.
They will be convinced of the data gathered will only use for the purpose of the study and
will keep it private. I appreciate your consideration; I look forward to the next steps.
Attached herewith are the questions.
Very truly yours,
Henson, Joshua B.
Researcher:
Noted by:
YURI WALTER D. AKIATE, PhD
Graduate School Professor
Approved by:

Dean, College Business of Study
Appendix B
LETTER TO THE INSTRUMENT VALIDATORS
Republic of the Philippines DON HONORIO VENTURA STATE UNIVERSITY Villa De

Bacolor, Pampanga,

June 02, 2022

SIR;
This is to request for your technical assistance for the validation of the interview guide to
be used in the research entitled “The Effects of Product Quality of Easysoft World Balance Shoes
on Consumer Satisfaction To The 3rd Year DHVSU Marketing Students”.
The researchers believe that as one of the Research Professors of DHVSU Graduate
School, you will be able to provide helpful comments/suggestions/recommendations for the
improvement of the interview guide.
Attached herewith are the questions.
Very truly yours,
Henson, Joshua B.
Researcher:
Noted by:
Appendix C
LETTER TO THE RESPONDENTS

Republic of the Philippines DON HONORIO VENTURA STATE UNIVERSITY Villa De

Bacolor, Pampanga, Philippines
June 02, 2022
Dear Respondents,
Please complete the survey questionnaire as objectively as possible. Your answer will be
used for research purposes in order to examine “The Effect of Product Quality of Easysoft World
Balance Shoes on Consumers Satisfaction to the 3rd Year DHVSU Marketing Student”.
Please be assured that your responses to this survey will be treated with strictest
confidentiality.
Very truly yours,
Henson, Joshua B.
Researcher
Noted by:

Graduate School Professor Approved
by:

Dean, College Business of Study
Republic of the Philippines DON HONORIO VENTURA

STATE UNIVERSITY Villa De Bacolor, Pampanga,
Philippines

June 02, 2022
Dear Respondents,
This survey intends to examine “The Effect of Product Quality of Easysoft World Balance
Shoes on Consumers Satisfaction to the 3rd Year DHVSU Marketing Student”.
In view of this the researcher requests your utmost honesty, cooperation, and participation
by answering all the items and/or furnishing the needed information in this questionnaire.
Reassured that your answers will be treated confidential and will be used solely for the very
purpose of writing this study.
Your cooperation will be highly appreciated.
Very truly yours,
-------------------------------------------------------------------------------------------------------------------
NAME (OPTIONAL): _________________________________________________________
SCHOOL :__________________________________________________________
Appendix D
SURVEY QUESTIONNAIRE
This survey questionnaire is used to gather data relative to G21 cosmetics. This is an
instrument for the research entitled “THE EFFECTS OF PRODUCT QUALITY OF EASYSOFT
WORLD BALANCE SHOES ON CONSUMER SATISFACTION TO THE 3RD YEAR DHVSU
MARKETING STUDENTS”. If you can give your honest answers/opinions to the questions
listed, it will allow the researchers collect information for this study.
Please complete the questionnaire as completely and truthfully as possible. There are no
incorrect answers. You may rest certain that your response will be kept completely confidential
and used just for the purpose of conducting this research.
Thank you for helping the researchers achieve their objective of completing this study
successfully.
Name:
Section:
What is your age group?

What is your gender?
 Male
 Female
Are you belong on what class?
 High class
 Middle class
 Low class
Direction: Check the box that corresponds to your answer.
4 - Strongly Agree (indicates that the characteristic is always manifested)

3 - Agree (indicates that the characteristic is often manifested)
2 - Disagree (indicates that the characteristic is seldom manifested)
1 - Strongly Disagree (indicates that the characteristic is never manifested)
Product Quality Strongly Agree Disagree Strongly

Agree Disagree
Easy Soft world balance shoes are suitable

to use on DHVSU Campus.
Easy Soft world balance shoes are

durable.
Easy Soft world balance shoes are safe to

use.

affordable.
Easy Soft world balance shoes have good

designs.

Easy soft balance shoes meet my

Consumer Satisfaction Strongly Agree Disagree Strongly

Agree Disagree
I am satisfied with the durability of Easy

soft balance shoes.
I am satisfied with the price of Easy soft

balance shoes.
I am satisfied with the features of Easy

soft world balance shoes.
I am satisfied with the product

performance of Easy soft world balance
shoes.

Name:
Section:
What is your age group?
What is your gender?
 Male
 Female
Are you belong on what class?
 High class
 Middle class
 Low class
Direction: Check the box that corresponds to your answer.
4 - Strongly Agree (indicates that the characteristic is always manifested)

3 - Agree (indicates that the characteristic is often manifested)
2 - Disagree (indicates that the characteristic is seldom manifested)
1 - Strongly Disagree (indicates that the characteristic is never manifested)
Product Quality Strongly Agree Disagree Strongly

Agree Disagree

suitable to use on DHVSU Campus.

durable.
Easy Soft world balance shoes are safe to

use.

affordable.
Easy Soft world balance shoes have good
designs.
Easy soft balance shoes meet my

Consumer Satisfaction Strongly Agree Disagree Strongly

Agree Disagree
I am satisfied with the durability of Easy

soft balance shoes.
I am satisfied with the price of Easy soft

balance shoes.
I am satisfied with the features of Easy

soft world balance shoes.
I am satisfied with the product

performance of Easy soft world balance
shoes.
Name of Panelist
1.Doc Jay - For the title is it consumer or customer?
2.Doc Juris - For the Sop #4 and #5 remove and change it
- conceptual, operational definition

-710 in respondents saan galing to?
-what will satisfy the customer in product quality
-what brand they use?
-status
-do not put the age
-look for literature
-subvariables
-it has dimensions
-durability, functionality etc.

GROUP4-The Effects of Product Quality of Easy Soft World Balance Shoes On Consumer Satisfaction To

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GROUP4-The Effects of Product Quality of Easy Soft World Balance Shoes On Consumer Satisfaction To

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The Effects of Product Quality of Low-end Brand footwear on Consumer Satisfaction to

the 3rd year DHVSU Marketing Students

DON HONORIO VENTURA STATE UNIVERSITY

THE PROBLEM AND ITS BACKGROUND

measuring customer satisfaction is an important part of any marketing performance improvement

DON HONORIO VENTURA STATE UNIVERSITY

to differentiate among them in the business world.

Consumer satisfaction becomes an important thing. According to Irnandha (2016), to win a

intimately linked to the issue of consumer happiness.

DON HONORIO VENTURA STATE UNIVERSITY

satisfaction is determined by the performance of product attributes where to satisfy customer

the level of staff and facility performance.

Consumer satisfaction is an important thing to consider in business. Consumer

intention of a smartphone in that country is influenced by the satisfaction felt by consumers of

DON HONORIO VENTURA STATE UNIVERSITY

celebrity advertising and celebrity personality towards purchase intention in the

attributes on the intention to repeat purchases of smartphone products in Malaysia. Research

of repeated product purchases.

Consumer Satisfaction can be based on product quality. According to Eirlangga, et al,

DON HONORIO VENTURA STATE UNIVERSITY

(Kinasih & Albari, 2012).

eight dimensions of product quality. The dimensions are1) Performance.2) Features.3)

Conformance to specifications. 5) Durability. 6)Serviceability. 7) Aesthetic. 8) Perceived quality.

DON HONORIO VENTURA STATE UNIVERSITY

be used strategically to gain competitive advantage. The following is a summary of Garvin’s

eight dimensions of Product Quality: 1) Performance refers to a product's primary operating

perception is not always reality.

According to (Garvin, 1987), recognition of these eight dimensions is important for

DON HONORIO VENTURA STATE UNIVERSITY

is defined as a customer's contentment with a product as supplied; product quality; customer

requirements; readiness to repurchase the product; recommendation of the product to other

customers; and, ultimately, a comparison of the product with its competitors.

DON HONORIO VENTURA STATE UNIVERSITY

Statement of the Problem

1,3 Social class

DON HONORIO VENTURA STATE UNIVERSITY

2. How may the product quality of low-end brand be describe?

3. How may the respondents describe customer satisfaction?

4. Is there a significant effect of product quality on customer satisfaction?

5. Based on the findings, what interventions may be proposed?

Easy soft world balance shoes.

2. There is a significant difference between Demographic and their satisfaction.

3. There is a significant effect of product quality on customer satisfaction.

Significance of the Study

quality on consumer satisfaction.

The findings of the study will greatly benefit the following:

DON HONORIO VENTURA STATE UNIVERSITY

they can make used of in boosting their sales.

Scope and Delimitation

Customer satisfaction. Customer satisfaction is defined as a measurement that

DON HONORIO VENTURA STATE UNIVERSITY

customer to make repeat purchases (tech target contributor 2019).

suits customers' purposes ( Indeed Editorial Team 2021).

Research. process of systematic inquiry that entails collection of data; documentation of

Demographic- analysis is the study of a population-based on factors such as age, race,

and sex. It refers to socioeconomic information expressed statistically, including employment,

CBS - College of Business Studies

DON HONORIO VENTURA STATE UNIVERSITY

DHVSU - Don Honorio Ventura State University DP

DON HONORIO VENTURA STATE UNIVERSITY

quality on consumer satisfaction. The purpose of descriptive studies is to describe individuals,

research is a type of research that is used to describe the characteristics of a population. It