THEORETICAL FRAMEWORK

Expectation-Confirmation theory (Oliver, 1997)

Expectations-confirmation theory posits that expectations, coupled with perceived performance, lead to
post-purchase satisfaction. Based on the gap between customer expectation and their satisfaction that can be
measured after a purchase, customer satisfaction can be identified (Oliver, 1997). This effect is mediated through
positive or negative confirmation between expectations and performance. If a product out performs expectations
(positive confirmation), then satisfaction will result. If a product falls short of expectations (negative confirmation),
then the consumer is likely to be dissatisfied (Oliver, 1980; Spreng et al., 1996).

The four main constructs in the model are: expectations, performance, confirmation, and satisfaction.
Expectations reflect anticipated behavior (Bhattacherjee, 2001b). They are predictive, indicating expected product
attributes at some point in the future (Spreng et al., 1996). Expectations serve as the comparison standard in ECT,
that is, what consumers use to evaluate performance and form a confirmation judgment. Confirmation is
hypothesized to affect satisfaction, with positive confirmation leading to satisfaction and negative confirmation
leading to dissatisfaction.

Overall, based on the results of the hypotheses testing, the theory-based model was supported by the data; thus,
showing that the proposed model can predict satisfaction and intention to continue surfing or browsing the Web
with the developed user interface (prototype). The results of the study showed that all the formative indicators
were significant.

SOP

This study sought to know the factors in satisfaction of customers between the J&T Express and Ninja Van couriers
in perception by the National College of Business and Arts senior high school students in online shopping platforms
in the Philippines. Specifically, this paper aimed to address the following research questions:

1. How does the following factors affect the satisfaction of the customers from the courier services of J&T
Express and Ninja Van?

A. Parcel handling

B. Delivery speed

C. Attitudes of the couriers

D. Convenience of the service

E. Price range

2. Which of the following factors have a positive and negative impact on the satisfaction of the customers?

3. Is there a significant difference in between the two couriers?