Group 4 Research 2

The Effects of Low-end Brand footwear product quality on Customers Satisfaction
on 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
DON HONORIO VENTURA STATE UNIVERSITY

THE EFFECTS OF LOW-END BRAND FOOTWEAR PRODUCT QUALITY ON
CUSTOMERS SATISFACTION ON 3RD YEAR DHVSU MARKETING STUDENTS
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).
In addition, the excellency of footwears must be both functional and attractive. Recent
advances in science and technology provide a broader range of innovations, contributing to the
diversity and complexity of the footwear production concept. The modern industrial footwear
market offers an almost infinite number of new design and fashion solutions, often with very

similar appearances but significant differences in quality level, both in terms of manufacture, raw
material content, durability, and some special functional finishes. Materials used in the production
of footwear are functionalized for functional protective purposes such as antimicrobial,
waterproofing, fire resistance, wear and tear resistance, and, more recently, some therapeutical
purposes that was stated by the study of Bischof et. al(2020).
Based on the study of Kelion (2021), the cost of production, the quality of locally available
raw materials, and the existence of centers from which these raw materials are derived were all
taken into account when determining the raw material availability. Government incentives,
government-initiated initiatives, export taxes, trade rules already in place, and the licensing that
occurs at various levels engaged in the production of leather footwear were some of the legally
linked aspects addressed in this study. The price of the leather shoes, the quality of the design, the
skill level required, and branding were all market-related issues. All of these elements played a
key role in the development of this favourable relationship.
Similarly shoes and sandals are modern products that can help one’s appearance in their
activities, particularly among teenagers. The use of well-known brand shoes and sandals is thought
to make a person appear more confident and can influence a person’s lifestyle. As a result,
consumers will usually look more at the quality of the product, which is compatible with their
lifestyle, in order to feel satisfied. Shoe and sandal manufacturers take advantage of this
phenomenon by releasing a variety of styles and brands in Indonesia. Manufacturers of shoes and
sandals compete to design their products in such a way that consumers will buy them. The primary
producers are shoe and sandal manufacturers Abidin et. al(2022).
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.
In addition to being important factors for the company’s survival, satisfying consumer
needs can increase the company’s competitive advantage. Consumers who are satisfied with
products and services are more likely to buy the same products and services again when the need
arises at a later date. This means that customer satisfaction is a key factor in repeat purchases,
accounting for the majority of the company’s sales volume. When customers are pleased with the
services provided, the company will receive direct responses and feedback from them, indicating
that the company values its customers.

A business’s primary goal is to create satisfied customers. To create consumer satisfaction,
every person or organization or company must work with internal and external customers to meet
their needs in collaboration with internal and external suppliers.
Companies that win the competition must have the best product quality and be able to meet
changing and evolving consumer tastes. Product quality, according to Kotler and Armstrong
(2018:272), is “characteristics of a product or service that depend on its ability to satisfy stated or
implied customer needs.” Product quality is the product’s ability to exhibit a variety of functions
such as durability, reliability, accuracy, and ease of use (Kotler and Armstrong, 2017:346).
In contrast, consumers’ minds oftenly imprinted that a certain company’s products are far
superior to competitors’ products, and consumers will purchase products they believe are
superior. Although consumers’ perceptions of product quality differ, consumers will choose
products that meet their needs as well as the quality footwear has been provided by shoe stores.
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 conceptual framework illustrates the study of the effects of low-end brand footwear
product quality on customers satisfaction . This will determine the product quality of low-end
brand footwear and the response of customers satisfaction towards the footwear product.
INPUT PROCESS OUTPUT

Demographic Profile
of Respondents
• Results of Low-
Age end Brand
footwear product
Gender quality
Survey
Locality
Data Gathering
Social Class
Data Analysis
• Outcome of the
Data Interpretation Customers
Low-end Brand Satisfaction on the
footwear product growth sales and
quality improvements of
the low-end brand
footwear product
Customers Satisfaction
Figure 1. Paradigm of the study
The diagram presented in Paradigm 1 provides a visual presentation of the study in order
to understand the research process regarding the topic better. As reflected in the figure employed
the Coomb’s System Approach with the three elements namely Input, Process, and Output. The
input stage of the study consists of the demographic profile of the respondents, low-end brand
footwear product quality and customers satisfaction. On the other hand, stages in the
demographic profile of the respondents in terms of age, gender, locality as well as their social
class. The respondents will be evaluated based on how they would give feedbacks of response on
the quality of the low-end brand footwear products.
Moreover, the process stage is focus on conducting research questionnaires with the use of
statistical surveys, data gathering procedure, data analysis and also the data interpretation.
The last stage, the output stage, wherein this stage determine the results of low-end brand
footwear product quality and the outcome of customers satisfaction on the growth sales and
improvements of the low-end brand footwear product.

Statement of the Problem
The study aimed to determine the “The Effects of Low-end Brand footwear product quality
on Customers Satisfaction on the 3rd year DHVSU Marketing Students”. The selected
respondents are the customers of the footwear product specifically the 3rd year marketing
students who are availing and buying the footwear products. The researchers will able to know
the customers satisfaction on the low-end brand footwear product that was easy soft world
balance shoes.
Specifically, it sought to answer the following questions:
1. What is the demographic profile of the respondents in terms of:
1.1 Age
1.2 Gender
1.3 Locality
1.4 Social class
2. How may the 3rd year DHVSU Marketing students assess the low-end brand footwear
product quality of Easy soft world balance shoes?
3. How may the 3rd year DHVSU Marketing students assess their satisfaction?
4. Based on the findings, what interventions may be proposed?
Hypothesis
The following are the alternative hypothesis of the study:
There is a significant difference between Demographic Profile and the low-end brand
footwear product quality of easy soft world balance shoes.
There is a significant difference between Demographic and their satisfaction.
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.
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.
Customers. This will help the customers enough knowledge and idea for choosing the best
footwear quality products that are efficient and affordable for them to consume and buy. Then it
will be also helpful for them to know facts and informations about the products quality in a low
cost price.
Researchers. This research contains ideas, facts and other information about the low-end
brand footwear product that will be helpful to the researchers it may give them further knowledge
for their related study.
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.
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
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 710 was total population of the 3rd year Marketing students , 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.
This study will have the 250 randomly asked selected individuals in different sections of
3rd year marketing students as the respondents of the research study specifically the effects of low
end brand footwear product quality on Customers Satisfaction on the 3rd year DHVSU Marketing
students

Section of 3rd year Marketing Students Population Sample Size Percentage
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) sex; and (b) locality,
and it social class. 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 will conduct an online
modified survey questionnaire through 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 make an honest collection of data’s and 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 low-end brand product quality of easy soft world balance shoes was
reflected from 76% -100%.
Agree means that the low-end brand product quality of easy soft world balance shoes was reflected
from 51% - 75%.
Disagree means that the low-end brand product quality of easy soft world balance shoes was
reflected from 25% - 50%.
Strongly disagree means that the low-end brand 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
A Albari, A Kartikasari. (2019). The Influence of product quality, service quality and
price on consumer satisfaction and loyalty. reserachgate.net
AA Jahanshahi, MAH Gashti, SA Mirdamadi et al. (2011). Study the Effects of Customer Service
and Product Quality on Customer Satisfaction and Loyalty. Academia.edu
Adam Barone. (2022). Asset. Investopedia.com
Adam Hayes. (2021). Demographics. Investopedia.com
American society. (2022). What is customer satisfaction?. https://asq.org/quality
A Syafarudin. (2021). The effect of product quality on consumer satisfaction Implications on
Consumer loyalty in the Era Covid 19. Ilomata. Org
Australian Law Reform Commission and Australian Health Ethics Committee, Protection of
Human Genetic Information, IP 26 (2001), ALRC, Sydney, 106.

AV Cruz. (2015). Relationship between product quality and consumer satisfaction. Waldenu.edu
Chen, Qiing. (2011). Study the effects of customer service and product quality on customer
satisfaction and loyalty. Academia.edu
D Abdullah, F Rozario. (2009). Influence of service and product quality towards customer
satisfaction: A case study at the staff cafeteria in the hotel industry. Psu.edu
Hampshire college. (2022). What is research? Hampshire.edu
Indeed, Editorial Team. (2021). Understanding Product Quality. Indeed.com
International Journal of Epidemiology. (2015) . Difficulty in detecting discrepancies in a clinical
trial report. https://academic.oup.com
JM Sitanggang, S Sinulingga. (2019). Analysis of the effect of product quality on customer
satisfaction and customer loyalty of Indihome. aijbm.com
LC Hoe, S Mansori. (2018). The effects of product quality on consumer satisfaction and loyalty:
Evidence from Malaysian Engineering industry. Academia.edu
Matthew Di Carlo. (2011). In Research, What Does A "Significant Effect" Mean?.
https://www.shankerinstitute.org
Mike Allen. (2017). Variable, mediating types. methods.sagepub.com
O Gök, P Ersoy, G Boruhan. (2019). The Effect of User manual quality on consumer
satisfaction:
the mediating effect pf perceived product quality. (2019). E-tarjome.com

O Mahamad, T Ramayah. (2010). Service quality and customer satisfaction and loyalty.
Academia.edu
P Suchánek, J Richter, M Králová. (2015). Customer satisfaction, product quality and
performance of companies. Econstor.eu
P Wantara, M Tambrin. (2019). The Effect of price and product quality towards customer
satisfaction and consumer loyalty on madura batik. RPAjournals.com
R Rahmawati, IP Sentana. (2021). The effect of Product Quality on Consumer Loyalty with the
Mediation of Customer Satisfaction. Joseheras.com
Speed Magazine. (2016). Easy soft by world balance: Brave the storm. Speed magazine.ph
Tech target contributor. (2019). Customers loyalty. Techtarget.com
Universitas Negeri Makassar. (2019), The influencer of product quality and service quality on
customer satisfaction. Https//ojs.unm.ac.id
VA Lambert, CE Lambert et al. (2012). Qualitative descriptive research. Thaijo.org
Kelion, E. (2021, August 3). Factors influencing growth of fashion leather shoes. A review of
literature | International Journal of Fashion and Design. Retrieved October 22, 2022, from
https://www.iprjb.org/journals/index.php/IJFD/article/view/1328
Kutnjak-Mravlinčić, S., Akalović, J., & Bischof, S. (2020, November 19). Merging Footwear
Design and Functionality. Autex Research Journal, 20(4), 372–381. https://doi.org/10.2478/aut-
2019-0023
Abidin, A. A., Muratin, M., & Rahadian, M. I. R. (2022, June 30). THE EFFECT OF
PRODUCT QUALITY FOR INCREASE CONSUMER SATISFACTION AT SHOE AND SANDAL
STORES IN BOGOR REGENCY. Journal of Economics, Management, Entrepreneurship, and
Business (JEMEB), 2(1), 32–40. https://doi.org/10.52909/jemeb.v2i1.78

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 Effects of
Low-end Brand footwear product quality on Customers Satisfaction
on the 3rd year DHVSU Marketing Students” as partial fulfillment of our requirements for
Business Research.
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 Low-end Brand footwear product quality on
Customers Satisfactions on 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

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 Low-end Brand footwear product quality
on Customers Satisfaction on 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

Philippines
June 02, 2022
Dear Respondents,
This survey intends to examine “The Effect of Low-end Brand footwear product quality on
Customers Satisfaction on 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 LOW-END BRAND FOOTWEAR
PRODUCT QUALITY ON CUSTOMERS SATISFACTION ON 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.
The questionnaires have consist of seven parts:
Part 1. Profile of Respondents
Name:
Section:
What is your gender?
Male
Female
What class are you belong?
High class
Middle class
Low class
Part 2. Screening Questions
1. Have you ever bought any Low-end quality brand product of EasySoft footwear
products?
YES NO
2. How many years do you consume the Low-end quality brand product of EasySoft
footwear?
More than a year Less than a year

NOTE: If you answer “more than a year” , please continue to answer the following
questions.
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)
Part 3. Factors affecting perceived value
Value Strongly Agree Disagree Strongly

Agree Disagree
I believe that the low-

end brand footwear
product quality gives a
good quality of shoes
product.
I like their products as
well as their
promotions on availing
it.
I enjoy availing their
products at a lost cost
yet will satisfy my
expectations.

Part 4. Product Quality
Product Quality Strongly Agree Disagree Strongly

Agree Disagree
Low-end quality
shoes are accessible
in the marketplaces.
The quality low-end

products are suitable
to use.
The brands of low-

end products are
durable and have a
longevity period.
Excellency of the
footwear on low-end
product quality is
great.
Part 5. Customers Satisfaction

Customers Strongly Agree Agree Disagree Strongly

Satisfaction Disagree
I am happy that the

quality of the product
is superb.
I am glad to avail the

product that is durable
and quality at a low
price.
I am satisfied by the
features and quality of
the footwear low-end
product.
I am able to avail the

product at its best
friendly price with it
good quality and
excellent value.
I am satisfied to the
durability over
quantity of the price.

Name of Panellist
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
-sub variables
-it has dimensions
-durability, functionality etc.

Group 4 Research 2

Uploaded by

Copyright:

Available Formats

You might also like

Group 4 Research 2

Uploaded by

Document Information

Original Description:

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Group 4 Research 2

Uploaded by

Copyright:

Available Formats

The Effects of Low-end Brand footwear product quality on Customers Satisfaction

on 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

satisfaction and keep customer loyalty (Hennig-Thurau et al., 2002).

DON HONORIO VENTURA STATE UNIVERSITY

of footwear are functionalized for functional protective purposes such as antimicrobial,

purposes that was stated by the study of Bischof et. al(2020).

key role in the development of this favourable relationship.

producers are shoe and sandal manufacturers Abidin et. al(2022).

purchases from consumers. Customer loyalty depends to a great extent on customization of

DON HONORIO VENTURA STATE UNIVERSITY

them in the business world.

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

DON HONORIO VENTURA STATE UNIVERSITY

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

level of staff and facility performance.

that the company values its customers.

DON HONORIO VENTURA STATE UNIVERSITY

A business’s primary goal is to create satisfied customers. To create consumer satisfaction,

their needs in collaboration with internal and external suppliers.

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

influence purchase intentions in students in Ghana.

DON HONORIO VENTURA STATE UNIVERSITY

advertising and celebrity personality towards purchase intention in the telecommunications

repeat purchases of smartphone products in Malaysia. Research conducted by Moeslehi &

DON HONORIO VENTURA STATE UNIVERSITY

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.

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

not always reality.

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

be followed, with a few dimensions singled out for special attention.

DON HONORIO VENTURA STATE UNIVERSITY

as a customer's contentment with a product as supplied; product quality; customer requirements;

ultimately, a comparison of the product with its competitors.

DON HONORIO VENTURA STATE UNIVERSITY

INPUT PROCESS OUTPUT

DON HONORIO VENTURA STATE UNIVERSITY

Figure 1. Paradigm of the study

DON HONORIO VENTURA STATE UNIVERSITY

Statement of the Problem

Specifically, it sought to answer the following questions:

1. What is the demographic profile of the respondents in terms of:

The following are the alternative hypothesis of the study:

There is a significant difference between Demographic and their satisfaction.

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

DON HONORIO VENTURA STATE UNIVERSITY

Significance of the Study

quality on consumer satisfaction.

The findings of the study will greatly benefit the following:

for their related study.

DON HONORIO VENTURA STATE UNIVERSITY

Scope and Delimitation

Customer satisfaction. Customer satisfaction is defined as a measurement that determines

improve or change its products and services (American Society 2022 ).

to make repeat purchases (tech target contributor 2019).