Sustainability of Pandayan Bookshop in New Normal An Assessment

The Sustainability of Pandayan Bookshop
Jose Rizal University
SUSTAINABILITY OF PANDAYAN BOOKSHOP IN NEW
NORMAL: AN ASSESSMENT
A Research Submitted to the Faculty of the College of Business Administration
and Accountancy
In Partial Fulfillment of the Requirements for the Degree of Bachelor of Science
in Business Administration Major in Marketing
By
John Carmel A. Bonde
Kim R. Casiano
Ruperto Oliza
Rizza Mae Rosales
Ruby Joy Samson
Yingying Zeng
2nd Semester, SY 2021-2022

APPROVAL SHEET
The thesis/ dissertation, entitled: SUSTAINABILITY OF PANDAYAN

BOOKSHOP IN NEW NORMAL: AN ASSESSMENT, prepared and submitted by
John Carmel A. Bonde, Kim R. Casiano, Ruperto Oliza, Rizza Mae Rosales,
Ruby Joy Samson, Yingying Zeng, in partial fulfillment of the requirements for
the degree of Bachelor of Science in Business Administration Major in
Marketing has been examined and recommended for acceptance and approval
for Oral Presentation.
Dr. Lovelle Sison

Research Adviser
Approved by the PANEL OF EXAMINERS on Oral Defense on April 26, 2022,

with a grade of ______.
Prof. Miller A Mercado, MBA, MPA

Chairman
Dr. Raul Rafael Ramos Dr. Madonna Siniguian

Member Member
Accepted and approved in partial fulfillment of the requirements for the

Degree of Bachelor of Science in Business Administration Major in Marketing.
Prof. Gloria H. Reyes Dr. Allan F. Galvez

Chairperson for Economics, Dean, College of Business
Finance, and Marketing Administration and Accountancy
DECLARATION OF ORIGINALITY
The researchers hereby declare that the research paper with the title of
“Sustainability of Pandayan Bookshop in New Normal: An Assessment” is
our work carried out as an undergraduate at Jose Rizal University except to the
extent that assistance from other resources in establishing a thesis design,
concept, presentation, and linguistic expression are all acknowledged.
All resources used for the research paper have been fully and properly
cited. It contains material that to a substantial extent has been accepted for the
award of any other degree of JRU or any other educational institution, except
where the due acknowledgment is made in the thesis.
Kim R. Casiano
Ruperto Oliza
Rizza Mae Rosales
Ruby Joy Samson
Yingying Zeng
April 26, 2022

Date
ABSTRACT
The main purpose of this study is to determine the sustainability of the
Pandayan Bookshop in the new normal. The Pandayan Bookshop is one of the in-
demand local bookshops here in the Philippines, where people can buy cheaper
prices for school and office supplies. However, the Pandayan Bookshop
experienced six weeks of shutdown due to the pandemic period. The researchers
created a survey questionnaire, this questionnaire has two-part, the first part of the
survey questionnaire consists of economical, publicity, cost-effective, facilities,
availability, and the second part consist of marketing sustainability, human
resources sustainability, economic sustainability, and operation sustainability,
social sustainability. Fifteen employees and thirty-five customers with a total of fifty
respondents answered the survey questionnaire conducted. The researchers
found out in the first part of the survey that most of the customers were agreed that
the Pandayan Bookshop should maintain its customer-level satisfaction offers in
terms of service, product, facilities, and promotions during this pandemic. For the
second part of the survey, most of the employees' evaluations showed that they
strongly agreed with Pandayan Bookshop's sustainability in the new normal in
terms of marketing, human resources, and operation sustainability. The
researchers concluded that Pandayan Bookshop is effective in promoting the
products and events that they have. Pandayan Bookshop must expand its product
selection and improve its online store. Even if it is a pandemic, they still offer their
products at a cheaper price to the customers. Lastly, not only do business matters
they care about, but they mind also their employees in terms of giving in the right
time salary and benefits during the pandemic, they also implemented the policy of
having a skeletal schedule and working from home.
Keywords: Sustainability, Bookshop, Employees, Customers, Pandemic, Business

TABLE OF CONTENTS
Page No.
Title page……………………………………………………………………………..i
Approval sheet……………………………………………………………………...ii
Declaration of Originality…………………………………………………………iii
Abstract……………………………………………………………………………...iv
Table of Contents………………………………………………………………….v
List of Tables……………………………………………………………………….vi
List of Figures……………………………………………………………………...vii
Chapter 1 Introduction……...……………………………………………………1
Background of the study…………………………………………………………...2
Statement of the problem………………………………………………………….5
Research Hypothesis………………………………………………………………6
Significance of the Study…………………………………………………………..6
Scope and Limitation……………………………………………………………….7
Chapter 2 Related Studies and Literature…………………………………....8
Local Literature……………………………………………………………………..8
Foreign Literature…………………………………………………………………..12
Local Studies………………………………………………………………………..15
Foreign Studies……………………………………………………………………..18
Synthesis of Related Literature and Studies…………………………………….21
Conceptual Framework…………………………………………………………….22
Paradigm…………………………………………………………………………….23
Definition and Terms……………………………………………………………….25
Chapter 3 Methodology…………………………………………………………..27
Research Design…………………………………………………………………...28
Population and Sample…………………………………………………………….28
Research Instruments……………………………………………………………...28
Validation of the Instruments………………………………………………………29
Procedure…………………………………………………………………………29
Statistical Treatment of Data……………………………………………………30
Frequency………………………………………………………………………...30
Percentage………………………………………………………………………..30
Weighted Mean…………………………………………………………………..31
Likert Scale……………………………………………………………………….31
Ranking Scale……………………………………………………………………32
ANOVA Test……………………………………………………………………...32
Chapter 4 Presentation, Interpretation and, Analysis of Data………….33
Chapter 5 Summary, Conclusion, Recommendation…………………….67
Summary of Findings……………………………………………………………67
Conclusion………………………………………………………………………..69
Recommendations……………………………………………………………….72
References……………………………………………………………………….76
Appendices………………………………………………………………………79
Biodata of Authors……………………………………………………………..89
Acknowledgment……………………………………………………………….99
Dedication………………………………………………………………………100
LIST OF TABLES
Table No. Page
Table 1: Profile of Respondents 28
Table 2: Likert Scale 31
Table 3: Distribution of Customer Respondents According to Age 34
Table 4: Distribution of Customer Respondents According to Gender 34
Table 5: Distribution of Customer Respondents According to Occupation 35
Table 6: Distribution of Employees Respondents According to Age 35
Table 7: Distribution of Employees Respondents According to Gender 36
Table 8: Distribution of Customer Respondents According to Job Position 36
Table 9: Status Interpretation Table 37
Table 10: Economical 38
Table 11: Publicity 41
Table 12: Cost-effective 44
Table 13: Facilities 46
Table 14: Accessibility 48
Table 15: Marketing sustainability 50
Table 16: Human resources sustainability 53
Table 17: Operation sustainability 60
Table 18: Operation sustainability 63
Table 19: Social sustainability 66
Table 20: Testing of Hypothesis 70
LIST OF FIGURES
Figure No. Pages

Figure 1.1 Specific variable related to Sustainability of 22
Pandayan bookshop in the new normal
Figure 1.2 Input Process Output Model 24

CHAPTER 1
INTRODUCTION
Before the pandemic, most consumers were buying materials for their
projects, schoolwork, and office supplies from bookshops. The Pandayan
Bookshop is one of the in-demand local bookshops here in the Philippines, where
people can buy cheaper prices for school and office supplies. Pandayan Bookshop
is owned and operated by a chain of stores that sells school and office supplies,
books, magazines, posters, charts, and arts and crafts. They are also known as
"cultural bookshops" here in the Philippines because of the local brand they sell in
their store. Because of the pandemic, most bookshops in the Philippines closed
their business, and several of them are impossible to reopen. Others are
persuaded to sell their businesses in online shops such as Shopee rather than on
a website page to continue operating bookshops.
However, Cabochan (2020) described the new coronavirus infection as the
most severe problem the chain has ever encountered, ending in a six-week
suspension. Because of the lengthy duration of the epidemic in the Philippines,
does Pandayan Bookshop stay in business during a pandemic? Are there any
changes they must make in this new normal system in the Philippines?
The researchers proposed this topic entitled: “Pandayan Bookshop
Sustainability in the New Normal: An Assessment” to show how the Pandayan
Bookshop would continue to operate in this new normal.
1
Background of the Study
A CVC Supermarket segment of school and office products was created
from the Pandayan Bookshop. The first Pandayan Bookshop became a distinct
entity on July 5, 1993. The address of Pandayan Bookshop is 783 IRC Compound,
General Luis St., Paso de Blas, Valenzuela City. Pandayan booksellers may be
found in the majority of provinces here in the Philippines, like Region I, II, III, IV,
CAR, and NCR.
Pandayan has come under intense scrutiny as a result of the new
coronavirus illness, which Cabochan described as the most difficult challenge the
chain has ever faced, culminating in a six-week shutdown. There is no certainty
about the trajectory of their back-to-school sales. With a lot of his company at
school, Pandayan suffered so much from the new coronavirus disease that
Cabochan judged this as the worst barrier ever experienced in the chain and shut
down for six weeks.
However, Pandayan wanted to develop its online channels and another
category, which they are instantly expanding as an office supply. Pandayan did not
let their different extension activities stop due to the pandemic. To build up
improved facial protection in the house, Valenzuela City allowed its workers to
harvest raw materials from its shops and their distribution center. When Pandayan
took part in the provinces, it started a spiral of conventional retail expansion; it
investigated cities in the field abroad. As a result of the COVID-19 pandemic, a
prolonged Luzon-wide enhanced community quarantine was implemented.
Pandayan Bookshop’s employees began making face shields as basic office
2
supply materials on their initiative and deployed them for free to shoppers in Metro
Manila, Central Luzon, Southern Luzon, and Cagayan Valley. From March to May,
Pandayan distributed around 74,000 face shields and 16,000 ballpoint pens in
various districts. Pandayan would never have been Pandayan if it did not have a
higher objective. Cabochan (2017) said that the Pandayan Bookshop does not just
expand. It aspires to be a model for the development of a nation founded on
"Mabuting Pagpapakatao, Pakikipagkapwa-tao, and Pagkamakatao."
Pandayan is an experiment that illustrates how a firm may play a part in
bridging the gap between employees and owners and contributing to domestic
growth. Employees are employing the unique compensation scheme for a larger
share of the income than most other companies. They have progressed from being
store employees to community volunteers and self-sacrificing frontliners
throughout the epidemic. However, if a large number of administrators remained
true to their "kapwa" beliefs to the fullest, Pandayan Bookshop understands the
importance of front-liners or workers who engage with consumers. Foot troops are
relied on by business owners and managers to carry out stratagems for prospering
and surviving. They serve the requirements of a huge part of the country's
impoverished by emphasizing front-line customer-facing professionals. As they
can aid others through monetary, their advancement causes a ripple effect
throughout society.
A retail store may not be the first place that comes to mind when the word
"soul" is mentioned, but that is exactly the case at Pandayan Bookshop. Its
employees have been known to go to extreme lengths for its customers, especially
3
in the countryside, where the majority of its departments are located in areas with
a scarcity of material and financial resources. If a customer requires an item that
is not available in the rural shop, Pandayan will purchase it for the customer in
Metro Manila. Not only for the customers, but Pandayan Bookshop also promotes
and empowers workers to grow and reach their goals through monthly incentives
and a profit-sharing system, as well as cooperatives that supplement employees'
income through dividends. Employees can also participate in a family day at their
child's school and get full pay for the day. Pandayan Bookshop has made great
strides, both in terms of consumers and personnel. It is good to introduce the
business administration to students the humanistic approach of business and the
importance of it not only in the business itself but also in the customers and
employees that they have. This study shows how Pandayan Bookshop sustains
customer needs and wants despite the pandemic and also the good relationship
with their employees.
4
Statement of the Problem
Many bookshops here in the Philippines are declining because of the
pandemic. This research helps to assess the sustainability of the Pandayan
Bookshop here in the Philippines during the pandemic on how they maintain the
customer level satisfaction and maintain a good relationship between the company
and its employees. The study aimed to assess the sustainability of Pandayan
Bookshop in the new normal. This study sought to answer the following:
1. What is the level of service of customers satisfaction offers by the
Pandayan Bookshop in new normal as to:
1.1 Economical;
1.2 Publicity;
1.3 Cost-effective;
1.4 Facilities; and
1.5 Accessibility?
2. What would be the assessment of the employees to show the
sustainability of Pandayan Bookshop in the new normal as to:
2.1. Marketing sustainability;
2.2. Human Resources Sustainability;
2.3. Economic sustainability;
2.4. Operation sustainability; and
2.5 . Social sustainability?
5
Research Hypothesis
The researchers was guided by the null hypothesis that there is no
significant difference in the sustainability of Pandayan Bookshop as assessed by
employees and customers.
Significance of the Study
The result of the data gathering may be helpful to the following:
Management. The outcomes of this study may provide them with the
recommendation to help them determine how to sustain their business despite the
pandemic and assessing of their services and products to the bookstore personnel
and customers.
Customers. Through this study, they may help to assess the Pandayan
Bookshop in terms of sustaining their needs and wants. They might help to give
the necessary information on the understanding of the essence of bookshops here
in the Philippines.
Business administration Students. This study may serve as sample and
references to the students who are undertaking similar studies.
Prospects. This study may contribute to the useful knowledge and
information on the Pandayan Bookshop to improve their skills and plans in
engaging in research.
Future Researchers. This research may be a guide as a reference for
their study. For researchers who come up with an output in the form of research,
this may be beneficial for getting knowledge and information that are undertaking
a Business administration program.
6
Scope and Limitations
This study was focused on the bookstore personnel and customers’
responses and the relevance of their assessment to the sustainability of Pandayan
Bookshop in the new normal. Furthermore, this research included the fifty (50)
selected respondents who indicated what level of customer service satisfaction
they gave in Pandayan Bookshop in the new normal and how the employees
assess the sustainability of the Pandayan Bookshop. This shows the satisfaction
of the customers and employees in the Pandayan Bookshop. This study was
conducted at stall unit 2F of Lucky Gold Plaza Lifehomes, Ortigas Avenue, Sta.
Lucia, Pasig City, Puregold Aurora Blvd. corner Gen. Roxas St., Cubao, Quezon
City, and Cogeo Town Plaza Marikina-Infanta Highway, Antipolo, Rizal from
August 2021 to May 2022. The research study was undertaken through the
distribution of survey questionnaires to the selected respondents. This study was
limited only to Pandayan Bookshop, in line with how it sustains the needs of the
employees and customers in the new normal.
7
CHAPTER 2
REVIEW OF RELATED LITERATURE AND STUDIES
The researchers used various instructional resources linked to the
sustainability of Pandayan Bookshop in the new normal to get a better grasp of
this research. These resources, such as theses, case studies, and other online
articles, are crucial in broadening the researchers' understanding. These also
helped the researchers reach their full potential by receiving input from other
comparable studies and making as many improvements as feasible.
Local Literature
Cabochan (2017) mentioned that his mother desired to earn enough money
to send her children to the best schools. As an outcome, she founded CVC
Supermarket in 1956 and worked full-time every day, saving holidays. She planned
to quit the firm when all of her children had graduated from high school. Aside from
his mother, the entrepreneurial energy instilled a desire to create their business.
Entrepreneurship is one of the most rewarding ways to express one's creativity.
For him, independence was the most essential concern at the time. Operating free
of union limitations and demands brought relaxation, a type of liberation for my
entrepreneurial decision-making. And still, he is not anti-union. Labor unions have
an important role, but he needed some breathing room for his business. Retail is
a labor-intensive industry, and having a staff is vital to success. They have a
corporate mission for workers, "Pangarap para sa Panday," to encourage and

empower employees to optimize their contributions and make them eager co-
creators of Pandayan Bookshop. Pandayan's employees seem to be the most
crucial factor in its success. Those who perform the same functions as genuine
stakeholders do. They work extremely hard and smartly, frequently exceeding the
legal owners. Over the years, they’ve discovered that five elements are required
to completely engage people. A fair wage, fair treatment, meaningful employment,
a joyful environment, and a bright future. The five might well be considered the
trump deal in human capital management.
Brigadier (2017) said that Pandayan Bookshop sells a variety of products,
including school and office supplies, books and periodicals, posters and charts,
arts and crafts, fashion items, gifts and décor, and greeting cards, and party
decorations. Pandayan has made its items inexpensive, particularly for students
and instructors. The company provides appropriate low-cost school materials to
kids on a tight budget, as well as discounts to teachers. Pandayan Bookshop is
commonly located along roads, near marketplaces, near schools, and in shopping
malls. Because of its physical position, potential customers find it simpler to reach.
Students may easily stroll to the shop and get what they require at school. It is
more accessible since they can simply go to their stores rather than travel further,
which would be more expensive and time-consuming. One reason is that students
nowadays are usually in a hurry to accomplish or acquire what they need, and
Pandayan realized this by establishing a store that is conveniently accessible.
Pandayan created a distinct recognition of their items. They provided students with
simple access to what they needed daily.
9
Lifestyle inquirer (2020) discussed how Jun Cabochan manifested himself
in absolutely sudden actions. While a customer does no longer have sufficient cash
to pay for items, the Kapwa Panday (the chain's team of workers) gives or lends
the client the distinction of as much as a hundred pesos in our experience, and
whilst expert shoplifters thieve stuff, normally in large numbers. They keep
employees documenting it and even volunteer to pay for the stolen goods.
Cabochan's favorite thing to spotlight is Pandayan's awesome subculture and
workforce. The subculture is thought of as "Kultura ng Tagumpay," and it has a
nearly evangelical intensity. He desired to control an enterprise even if it changed
into an infant of fewer than ten employees, the way he favored, especially
regarding people. He favored a team of workers that became inspired via means
of goodwill as opposed to being hampered by employing minor and sizeable
disagreements among themselves and management. Cabochan acknowledges
the cost of an inspired team of workers. The Kapwa Panday acts and behaves like
a leader. They use recent techniques to enhance the keep. Workers offer at least
80% of development ideas, no longer managed by managers.
Manila Bulletin (2021) quoted that Pandayan's unique vision and purpose
are derived from the Kapwa Management Model, which is based on the Filipino
notion of shared identity and wherein the fundamental processes are
pakikipagkapwa-tao (dignifying interactions with others) and pagkamakatao
(having compassion for fellowmen). Pandayan is intended to serve and assist
workers in finding purpose in their lives, mostly through leading ethical lifestyles
and making a difference in the lives of others. A fulfilling existence inspires work
10
engagement. This results in outstanding customer service, innovation, and
enhanced business performance. Employees that engage with consumers bring
the process flow to a close. They decide whether clients will be thrilled, just content,
or dissatisfied. Customer-facing personnel, such as retail clerks and waiters, are
frequently undervalued in terms of execution since they are seen as mere muscles
expected to do their bosses' bidding. They are not expected to be able to think or
produce at a high level. The poor regard for customer-facing personnel stems
mostly from the perception that they are uneducated, come from low-income
families, and that they lack the necessary skills to develop in their jobs. Ambulant
merchants, spa employees, traffic police, and many more are all treated with
disdain. The level of school education is frequently the only apparent distinction
between customer-facing workers, on the one hand, regardless of the size of the
firm, and owners and managers, on the other hand, micro, small, medium, or big.
Everyone follows the bell curve when it comes to natural creativity, intellect, and
skill. Everyone is entitled to equal respect. They need to dispel the idea that
personnel in the corporate office are more essential than those in the field and, as
a result, should be paid more. The income earned by field employees is used to
pay the wages of those in the corporate office. Functional groups and operating
groups can optimize production by working together as equal partners. They tilt
the firm toward optimum performance by leaning on a predisposition for front-line
personnel. Paying the actual value of customer-facing workers and treating them
humanely triggers this lever for profound change.
11
According to The Manila Times (2021), they consider that a decent example
of building and agreeing on one’s business principles. However, it'll be tougher to
alter toxic company culture. Beginning by developing personal philosophies with
the long-term well-being of your stakeholders in mind, Jun Cabochan established
the Pandayan bookstall. It was challenging, but together with his perseverance and
also the encouragement of his family and team, he stood firm on his values and
philosophies, permitting him to make his company culture target mabuting
pagpapakatao (good personality), pakikipagkapwa-tao (fellowship), and
pagkamakatao (humanity), that is additionally evident within the (Be the shoulder
of the youth towards goodness and wisdom). Thus, "Kultura weight unit tagumpay"
refers to the event of a business culture that cares for individuals and fosters
necessary connections (culture of success). Cabochan's leadership values are not
solely monetary success, but conjointly property of practices, pushing for a
humanistic approach to business.
Foreign Literature
Keane (2018) mentioned that bookstores are no exception, with a laundry
list of day-to-day concerns such as rent, prices, and razor-thin margins, to mention
a few. With Brexit looming, the difficulties in bookselling are becoming more
unpredictable. This is what I hear whenever I step into one of our lovely bookshops,
big or small. People must recognize that bookshops are more than just places to
buy books. Bookstores are one of the most essential aspects of any high street;
they provide advice, and directions, act as tour guides, host events, and help keep
local communities alive.
12
According to Arnold (2019), small freelance bookstores play a very
important role within the community. These independent bookstores, as hostile as
massive chain stores, serve each community and also the individual. Their efforts
are invaluable. Freelance bookstores provide a means of community, creativity,
gathering, courtesy, and interaction. They supply a haven of comfort in a very fast-
paced culture, an area to have interaction with similar people, and a place to be
recognized in a world where oftentimes people only desire another face in the
crowd. Booksellers in independent bookstores place a high value on giving
personalized service to every consumer and developing long-term connections
with the residents of the community. Indie bookstores are quite well known for their
support of rising and freelance scholars. Their titles could also be displayed in
ways that large chain stores are unable to. Most creators around the country trace
their origins to an independent bookstore.
Vox (2020) clarified that even before official lockdowns were implemented,
a handful of bookshops voluntarily closed their doors. The end of browsing caused
a sea change in bookshop business strategies. Many factors raised sales at just
the right time for businesses. Customers flocked to internet purchasing systems,
many to assist their local merchants, while others were simply looking for anything
to read during the lockdown. Amazon began prioritizing critical products above
others, such as books, giving small businesses an advantage. Public assistance
has dried up, increased sales are still low, and the virus is threatening to grind
everything to a standstill once more. Independent bookshop owners went deep
13
into their wells of creativity and passion to find methods to adapt their companies
to COVID-19.
Baumann (2020) declared that the coronavirus epidemic has wedged little
publishers especially hard. The termination of the metropolis book fair, as well as
literary fairs and study tours, as properly due to the current lockout, has rendered
their works inaccessible. Even before the COVID-19 epidemic, they were not
always reviewed in newspapers, so bookstore presence and income are critical for
publishers. But, even in the virtual era, bookshops remain vital to the enterprise as
a whole. They have become crucial stores there, so each person who had to try to
accomplish that was allowed to go away with their book shop on hand challenge
to the subsequent sanitary situations consistent with the German Publishers &
Booksellers Association. Amazon, the e-trade giant, is a tremendous distribution
path for publishers. However, the company's choice in duration to rank transport
of commodities like agriculture, family goods, and splendor merchandise is all
suffering from the coronavirus outbreak. It's pretty ironic, simplest if the U.S.
internet behemoth engineered its empire through e-book income and transport.
WIRED (2020) cited that the epidemic resulted from an explosive and
widespread shift in client behavior. Leisurely in-person browsing is on extended
pause. Because most physical stores within the US are closed and because the
economy is in a depression, book sales were up overall in April, consistent with
marketing research firm the NPD Group. The book business has traditionally
performed well throughout economic downturns, and the first six weeks have
shown us that there's unlikely to be a ruinous drop in demand for books, NPD
14
industry professional Kristen McLean wrote in a recent internal update, noting that
book sales grew virtually per annum throughout the Great Recession.
Local Studies
Lopez (2016) published in her study that companies all around the world
have recognized this as a critical necessity to enhance the value they provide to
their customers. It is critical to understand all of the "ins and outs" of these offerings
that could attract shoppers, including loyalty rewards to their predecessors and
other factors that can greatly contribute to the addition of the product that the
customers wanted to search for the ease and complexities of improving and
sustaining customer loyalty, which some companies must do to provide their
customers with a broader and great buying experience. The perspective of
customers in retail businesses toward consumer happiness is uncertain
nowadays, owing to the continual increase in target markets and their needs, and
also the variety of solutions offered.
According to the study conducted by Datu, Flores, Hidalgo, Quillalan, and
Valoso (2016), aesthetic components are really important in business life. It aids
us in determining the aspects that contribute to our professional contentment. It is
critical during the evaluation step. New employees who are enthralled by their
occupations may be overjoyed with their supervisor and coworkers at first. This is
because they are new and must report to the superior, or because they must do
their best to keep their job; as their tenure increases, they will become more
autonomous, and even if they continue to be active, their contentment with the
boss and colleagues may decrease. The term "value" can also be interpreted in a
15
variety of ways. People may also choose to reside at their current workplace
because of the high income and advantages.
Rabo and Ang (2018) said that analyzing customer satisfaction may offer
organizations information that can be used to simplify operations and focus
improvement initiatives on cost efficiency to achieve greater performance.
Understanding customer satisfaction may offer organizations information that can
be used to simplify operations and focus improvement initiatives on cost efficiency
to achieve greater performance.
Buenviaje (2020) mentioned that corporate social responsibility is a
voluntary notion in which firms incorporate social and environmental problems into
their business operations and relationships with stakeholders. Today's business
executives demonstrate their organizations' commitment to social development
through their basic business beliefs and practices. One such goal is to work on
and create the image of a concrete organization that practices social responsibility.
In a nutshell, business is at the heart of the process that alters society.
According to Abun (2020), overall performance and involvement are also
associated with administrative center treatment. Employee process pride,
dissatisfaction, and engagement in artwork (disengagement) might be impacted
by honest and unfair treatment. Control, via care, exhibits sympathy for the staff
and responds in a way that might assist the worker in becoming better off. Positive
administrative center participation has been shown to increase process pride and
decrease attrition. When they feel encouraged by the leader or management,
employees desire to be dependable for the business. Increased administrative
16
center contacts boost worker enthusiasm and pride while minimizing operational
stress.
Jean and Antonieta (2020) expounded in their study that Tony Tan's goal of
business ethics is to create an ideal order in the business field that is consistent
with the economy, justice, and humanity; not only can it promote a virtuous
economic cycle and sustained growth, but it can also inspire and promote every
individual to fulfill their needs, develop their abilities, improve their role, and
integrate the business into a large system for the coordinated development of
society as a whole. Henry Sy expressed a thought for businesses, stating that the
need for corporate ethics is great, but first, they must find a rational framework for
explaining and disseminating it. It'd be nonsensical to expect a business-focused
entrepreneur, particularly the owner of a small or medium-sized organization, to
understand and use this sophisticated theory to educate himself and his workforce.
This is a major issue. Fortunately, most entrepreneurs are increasingly
emphasizing the necessity of creating a workplace culture that is more practical
than most.
Based on the study of Charmaine (2021), the duration of a financial disaster
as a result of a pandemic, bookshops across the USA confront an indeterminate
and surely tough fate. Since the current epidemic threatens to bring everything to
a halt, and foot traffic remains low due to network quarantine, booksellers are
looking for ways to regulate their businesses or expand their industrial operations
to deal with COVID-19. Booksellers must exist in the marketplace they serve, not
only through the services they provide to their customers but also by digitizing their
17
books and other publications. This is especially important now when the virtual
exchange of mastering structures at all stages has delivered a brand-new method
to coaching and mastering strategies known as e-mastering.
Foreign Studies
Yi-Ping and Hsiao-Ling (2016) indicated that the founder's idea and vision
affect the corresponding exercise of the e-book store's agency, and the agency,
together with goods, services, and activities, reflects or maybe little by little
enhances the idea through time. Furthermore, the community agency is not a
strictly e-book-selling community bookstore. It achieved a lot of things to recognize
the founder's beliefs and goals. It partnered with many partners and engaged with
customers through a couple of channels to promote reading, cultural exchange,
environmental betterment, community sustainability, and interpersonal
engagement. The e-book store is entrenched in a complicated community, an
interior in which it typically puts its beliefs into effect 12 months after 12 months.
Therefore, from the angle of customers, it could be stated that center customers
shared an immoderate level of appreciation for small bookshops, which was not
the most effective for how the agency would be run, but moreover, for the founder's
creativity and prescient.
Based on the study of Terrence (2017), increased staff commitment
improves firms' prospects of long-term success. The dynamic nature of the
corporate environment emphasizes the need for developing and implementing
effective methods that promote employee commitment. When companies
18
encounter high rates of worker turnover, their long-term viability is jeopardized due
to the loss of important personnel.
Nupur and Bharti (2019) stated that worker contentment has a giant impact
on a company's productivity. “If your firm's high-appearing personnel depart, it'll be
much more difficult to recruit sparkling new talent if your corporation isn't always
pleased with its personnel.” This evaluation offered a giant data that is at once
supplied with the aid of using people. It elucidates how people see the corporation.
It is a guide to assist people's behavior in a worker opinion survey. The position
allows people to put their knowledge and skills to use from within the facility. A
huge range of people are thrilled with the liberty with which they can coordinate
their work, in addition to the business's present-day culture, and they're showing
their dedication to their company. The course is designed to help people put their
knowledge to use within the administrative framework. At the center, it was
determined that there may be room for development in running conditions. Given
the data, they can infer that the placement lets people place their talents to apply
at work. They're proving their ardor for their firm through their work and the
business's present-day culture.
Pritam (2019) concluded that the business's goal is to preserve long-term
relationships with its consumers and business partners. To attract new customers,
wants and desires must be recognized, and benefiting from them has a significant
impact on the overall business operations. As a result, the company must grasp
exactly what the consumers require and how to build loyalty to run a successful
business. To be more specific, pleased consumers are the ones who generate the
19
prospect of new customers. If existing consumers are pleased with the product and
service, there is a potential that they may suggest it to new customers. It'll also
contribute to an increase in the number of customers and may help to sustain the
degree of customer connection. Various methodologies had to be used to examine
the repercussions of measuring consumer happiness. Customers forecast the
value of items before purchase, at the moment of purchase, and after purchase.
Therefore, in response, their measure of pleasure may vary. As an outcome, a poll
ought to be undertaken to establish the proper expectation. Overall, this study has
shown that customer happiness and loyalty are critical components of every
organization. Consumer demand may improve if the case firm can create a
reputation in the industry and improve consumer demand.
Based on the conducted study of Ryan (2020), local bookstores have been
shown to remain durable in the face of several technical and economic challenges.
In the bookselling sector, business models are changing. By leveraging a bigger
social movement that highlighted the importance of purchasing locally and a desire
to nurture Successful independent booksellers have been able to distinguish
themselves in their communities. They distinguish themselves from the online and
big-box competition. Consumers highly view local bookshops as an important type
of brick-and-mortar shopping in their neighborhoods. Local bookstore proprietors
have also profited from their workers' unwavering dedication; many of whom might
find higher-paying employment elsewhere but stay to work in bookshops since they
regard the bookselling trade as having a greater purpose.
20
The testimony of Yang, Chen, Lee, and Lui (2021) suggested that the
utilization of human resources influences an enterprise's success. The knowledge
acquisition approach is used in this work to explore the association between job
stress, job satisfaction, and job performance, noting that few studies have
compared these variables across industries, particularly between high-tech and
traditional industries. The provided evaluation simulation can help decision-makers
make the best business decisions possible by utilizing their people systems,
consequently enhancing employee satisfaction and work performance.
Synthesis of Related Literature and Studies
Arnold (2019) stated that indie bookstore booksellers place a premium on
providing individualized service to each customer and building long-term
relationships with members of the community. Keane (2018) said that bookstores
are one of the most essential aspects of any high street-they provide advice, and
directions, act as tour guides, host events, and help keep local communities alive.
Ryan (2020) noted that local bookstores have been shown to remain durable in
the face of several technical and economic challenges. In the bookselling sector,
business models are changing.
Vox (2020) explained that many factors raised sales at just the right time for
businesses. Customers flocked to internet purchasing systems, many to assist
their local merchants, while others were simply looking for anything to read during
the lockdown. This is especially important now when the digital change of learning
systems at all levels has introduced a new approach to teaching and learning
techniques known as e-learning (Charmaine, 2021).
21
Rabo and Ang (2018) analyzed customer satisfaction and may offer
organizations information that can be used to simplify operations and focus
improvement initiatives on cost efficiency to achieve greater performance.
Customers forecast the worth of items before purchase, at the moment of
purchase, and after purchase. As a result, their levels of pleasure may differ.
Conceptual Framework
The conceptual framework describes how the investigation was carried out.
The customer service satisfaction level of Pandayan Bookshop and assessment
of employees shows of sustainability of Pandayan Bookshop in the new normal.
Figure 1.1 shows the conceptual framework if this study would like to know
the sustainability of Pandayan Bookshop in the new normal.
Customer service
satisfaction level of
Pandayan bookshop
Sustainability of Pandayan
bookshop in the new
normal.
Assessment of employees
in shows of sustainability of
Pandayan bookshop
Figure 1.1
Relationship of Variables
22
Research Paradigm
This study used the system approach, which comprises three major stages,
namely: input, process, and output.
The input consists of the following: economical, publicity, cost-effective,
facilities, accessibility to know the customer service level satisfaction. It also
includes marketing sustainability, human resources sustainability, financial
sustainability, operation sustainability, and social sustainability that employees
assess the sustainability of Pandayan bookshop.
The pursuit of understanding is through the following processes: data
collection, data analysis, data interpretation, data analysis, data interpretation,
data interpretation, data interpretation, data interpretation, data gathering through
surveys and interviews, data analysis to clarify statistical claims, and interpretation,
findings, conclusions, and recommendations.
The output of this is to have a great location that can be easily accessed by
the consumers and expansion into a new market to determine the sustainability of
Pandayan Bookshop in the new normal.
23
Figure 1.2
Sustainability of Pandayan Bookshop Concepts
24
Definition of Terms
To provides a common frame of reference, the following concepts are
operationally defined:
Assessment. It refers to the methodological basis for reaching judgments
about individuals' learning and growth is assessment. It is the process of
recognizing, selecting, developing, collecting, assessing, interpreting, and utilizing
information to help students learn and grow.
Customer-level Satisfaction. It is a metric for determining consumer
satisfaction with a company's products, services, and capabilities. Information on
customer satisfaction, such as surveys and ratings, can aid a firm in determining
how to enhance or adjust its products and services.
Facilities. It refers to a being that contributes to the ease, practicality, or
delight of others.
Financial Sustainability. It is sustainable finance which is described as
investment decisions that include the economic activity's environmental, social,
and governance (ESG) considerations. Environmental considerations include
climate change mitigation and the utilization of renewable resources.
Human Resources Sustainability. It is a human resources that generate
a pleasant working environment and beneficial human and social consequences
without focusing on financial methods and results are referred to as sustainable.
Marketing Sustainability. It refers to a company's total strategy for
reaching out to potential customers and turning them into paying customers.
25
Operation Sustainability. It is a way of determining if a company can retain
current practices without jeopardizing future resources.
Publicity. It is the dissemination of information about a product, person, or
corporation for advertisement or promotion.
Social Sustainability. It is by understanding what people require from the
places they live and work, social sustainability is a technique for developing long-
term effective locations that encourage wellness.
26
CHAPTER 3
METHODOLOGY
This chapter presents an overview of the study's research techniques. It
collects details on the participants as well as the structure of the study's criteria,
who the participants are, and how they analyze it. The researchers detailed the
research design that matched the overall approach that was utilized to consistently
and logically integrate the different components of the investigation, thereby
assuring that the research issue would be effectively answered. The equipment
that was utilized to collect data, as well as the procedure was followed to carry out
this inquiry, and it is also illustrated. The researchers was also described the
strategies they employed to examine the data.
Research Design
The research design that was used is descriptive research with a survey as
the gathering of the information and data. The descriptive method entails more
than just data collection. From the perspective of the project's objectives and
underlying assumptions, the genuine significance of the data obtained should be
reported. Using a descriptive survey that consists of two parts of the questionnaire
which describe the economical, publicity, cost-effective, facilities, availability that
describe the level of satisfaction of the customers in the Pandayan Bookshop in
the new normal assessment in marketing sustainability, human resources
sustainability, economic sustainability, operation sustainability, social sustainability

that assess of the employees on a showing of sustainability of Pandayan bookshop
in the new normal.
Population and Sample
The researchers applied the random sampling method to the population and
research objectives. This was centered on Pandayan Bookshop’s sustainability in
the New Normal. The researchers had 50 respondents, who assessed the
sustainability of Pandayan Bookshop for consumers and employees.
Table 1: The table below shows that the researchers had a percentage
sample of 50 responses, with the average of staff and consumers reaching a total
of 100 percent.
Table 1
Profile of the Respondents
Respondents Frequency Percentage

Employees 15 30%
Customers 35 70%
Total 50 100%
Research Instruments
A survey questionnaire was used by the researchers for gathering data and
information for the study. The questionnaire was divided into two (2) sections and
chosen as the target respondents.
The first section of the questionnaire was on the Pandayan Bookshop's
customer level of satisfaction with the new normal.
The second section of the questionnaire addressed the assessment of the
employees on the sustainability of Pandayan Bookshop in the new normal.
28
Validation of the Instrument
The validity of the instrument was utilized to be determined by pre-testing
with a chosen group of customers and employees. All items were sufficient to
collect data on the issue. All items were impartial and not biased, and all queries
were relevant to the research problem.
Procedure
The researchers used a variety of data collection strategies in their
investigation. To discuss potential solutions to the situation, the researchers took
the following steps:
1. All of the thesis paper's variables had investigated. To construct
indicators based on the factors, researchers had a brainstorming session.
2. Created the survey questionnaire that was used as the primary
instrument in the data collection operations.
3. Before delivering the survey questions, the researchers interviewed the
respondents.
4. All survey questions were gathered from respondents.
5. Every indicator that was tabulated had a statistically weighted mean and
correlation.
6. Based on the data, researchers compiled a set of findings, conclusions,
and suggestions. All survey's indicators have a weighted mean and interpretation.
The questionnaire contains two (2) parts. The Part I is the customer level
satisfaction of service of Pandayan Bookshop in the new normal. The Part II is the
29
assessment of the employees to Pandayan Bookshop’s sustainability in the new
normal.
Statistical Treatment of Data
The data was collected and computed under the study's objectives. The
following statistical data analysis were used by the researchers to develop the
interpretation and presentation of the results.
1. Frequency. It presented the actual reaction of the respondents based
on specific criteria such as Pandayan Bookshop products offering in the new
normal and employees’ assessment of Pandayan bookshop’s sustainability in the
new normal.
2. Percentage. This information was used to calculate the frequency
counts and percentage distributions of the respondents' personal linked variables.
Where: % = the percentage
F= Frequency
N= Total number of respondents
30
3. Weighted Mean. It computed the average answer of the numerous
alternatives presented in the various sections of the survey questionnaire. This
approach is used in conjunction with the Likert Scale.
Where:
WM = weighted mean
f = frequency of score
x = raw score
N = total number of respondents
Likert Scale
The Likert scale is an arranged measure from which respondents select one
way that best represents their perspective. It precisely measures the degree of
agreement and disagreement.
Table 2
Likert Scale
Verbal
Scale Range Symbol
Interpretation
4 3.50-4.00 SA Strongly Agree
3 2.50-3.24 A Agree
2 1.75-2.49 D Disagree
1 1.00-1.74 SD Strongly Disagree
31
Ranking Scale
This is the structured metric in which participants chose one option that best
expresses their point of view. It precisely measured the degree of agreement and
disagreement.
Where: R1= In chronological order, the pace of one variable.
R2= The order variable's rate.
4. Analysis of Variance (ANOVA). The ANOVA test was utilized to
see if there were any variations in customer satisfaction with Pandayan
Bookshop's new normal service and an employee assessment of the
sustainability of Pandayan Bookshop in the new normal.
32
CHAPTER IV
PRESENTATION, INTERPRETATION, AND ANALYSIS OF DATA
The information gathered from the main data sources presented in this
chapter is collected, evaluated, and interpreted in the context of a particular
assessment covered in this study's first chapter.
In the survey, 35 customers and 15 workers were asked for their answers
to assess the sustainability of Pandayan Bookshop in the new normal.
The first section of the study focused on the demographic profile of the
customers. Age, gender, occupation, and job position were the variables.
The questionnaire was split into two sections and delivered in a parallel
format. According to the problem structure's statement, the first section entailed
the level of satisfaction with Pandayan Bookshop in terms of product selection,
publicity, economy, amenity, and product availability. The second section
discussed how employees assess Pandayan Bookshop's sustainability in the new
normal in terms of marketing strategy, human resource management, financial
strategy, production strategy, and corporate-level strategy. It also assisted
researchers in gaining a better understanding of the data.

Respondent’s Profile
Table 3
Distribution of Customer Respondents According to Age
Age Frequency Percentage

15-19 5 14.28%
20-25 29 82.86%
26-37 0 0%
Above 38 1 2.86%
Total 35 100%
Table 3 depicts the distribution of responders according to the age of
customer respondents. Most of the buyers of the Pandayan Bookshop are 82.26%
from the age range of 20–25 years old, 14.28% are from the age range of 15–19
years old, and 2.86% are above the age of 38 years old.
Table 4
Distribution of Customer Respondents According to Gender
Gender Frequency Percentage

Male 15 42.86%
Female 20 57.14%
LGBTQ 0 0%
Total 35 100%
Table 4 shows the distribution of respondents according to gender. The
57.14% of Pandayan Bookshop customers are female, 42.86% are male, while
there is 0% for LGBTQ.
34
Table 5
Distribution of Customer Respondents According to Occupation
Occupation Frequency Percentage

Student 27 77.14%
Employees 7 20%
Others 1 2.86%
Total 35 100%
Table 5 shows the distribution of customer respondents according to their
occupation. The 77.14% are students, 20% are employees, and 2.86% have
chosen not to disclose their occupation.
Table 6
Distribution of Employees Respondents According to Age
Age Frequency Percentage

18-24 3 20%
25-29 6 40%
30-34 3 20%
Above 40 3 20%
Total 15 100%
Table 6 depicts the distribution of employees respondents based on age.
The 40% of the employees of the Pandayan Bookshop are aged 25–29 years old,
20% of them are aged 18–24 years old, 30-34 years old, and above 40 years old.
35
Table 7
Distribution of Employees Respondents According to Gender
Gender Frequency Percentage

Male 6 40%
Female 7 46.67%
LGBTQ 2 13.33%
Total 15 100%
Table 7 indicates the employee respondents' distribution according to
gender. The 46.67% of the employees of Pandayan Bookshop are female, 40%
are male, and 13.33% of them are part of the LGBTQ community.
Table 8
Distribution of Customer Respondents According to Job Position
Position Frequency Percentage

Acting Central 1 6.66%
Executive
Store Executive 3 20%
Asst. Store Executive 3 20%
Merch. Asst./Cashier 4 26.67%
Other Positions 4 26.67%
Total 15 100%
Table 8 shows the distribution of respondents according to occupation.
Based on the data above, the majority of the employees are Merchandise
Assistants/Cashiers which is 26.67%, Store Executive and Assistant Store
Executive are both 20% respectively, there is also 26.67% who are employees
whose roles are not included in the questionnaire, and lastly, there is only 6.66%
of employees who are Acting Central Executive.
36
Status Interpretation Table
Table 9
Weighted mean Interpretation Ranking

3.50-4.00 Strongly Agree 4
2.50-3.24 Agree 3
1.75-2.49 Disagree 2
1.00-1.74 Strongly Disagree 1
Table 9 presents the survey legend concerning the study and interpretation
of the sustainability of Pandayan Bookshop in the new normal. The quantitative
rating's interpretation is based on the responses to the survey questions. The
interpretation is for customer satisfaction and employee assessment at the
Pandayan bookshop. The respondents were asked to score the statements in the
questionnaire on a four-point Likert scale, with 4 representing "strongly agree," 3
representing "agree," 2 representing "disagree," and 1 representing "strongly
disagree."
37
Sub problem no. 1: What is the level of service customers satisfaction offers
of Pandayan bookshop in new normal as to:
Table 10
Economical
Weighted
Areas of Concern Mean Interpretation
A receipt is always provided upon purchase. 3.71 SA
Prices are economical 3.4 A
Products purchased are durable and have
3.26 A
warranties if needed
The store does not run out of stocks of the
3.14 A
product I need.
AVERAGE WEIGHTED MEAN 3.36 A
Table 10 shows the result of the satisfaction and dissatisfaction of the
customers regarding the economics of Pandayan Bookshop during the pandemic.
This part has different categories, which are:
The first part of Table 10 illustrates the result regarding the provision of
receipts in every purchase. It has a computed weighted mean of 3.71 with the
interpretation of "strongly agree”. The customers have shown strongly agreed that
Pandayan Bookshop is providing receipts upon every purchase.
As the interpretation of the researchers, customers always receive their
receipts after they bring them into the stores, which serves as evidence of
purchase. If the issuer issues a second invoice by mistake, the customer may use
a receipt to show that they have already paid what they owe to them. Some
customers believe that issuing receipts with every purchase serves as proof of
their reimbursement or how much tax they paid. It is also ensured that the stores
provide an official receipt for every transaction as mandated by law.
38
The second part of Table 10 illustrates the result of the evaluation of
customers' perception of the prices of products as economical. It has a computed
weighted mean of 3.4 with the interpretation of "agree”. The customers have
agreed that Pandayan Bookshop is pricing their products practically and
economically, which is relevant during the pandemic are more people are
becoming more conscious of their purchases.
As per the interpretation of the researchers, the customers of Pandayan
bookshop are shown that some of the prices of their products are cheap, meaning
that the prices of their products are cheaper than those of other bookstores. One
of the examples here is the rim of the hard copy paper. They said that the price is
cheaper than in the bookstore, so they always buy a rim of bond paper in the
Pandayan Bookshop. The gifts and decorations that they have are cheaper than
the other stores that are also selling the same category of products, but in other
comments of the customers, some of their products are the same price as other
stores.
The third part of Table 10 illustrates the result of the durability and
warranties of products being purchased in Pandayan Bookshop. It has a computed
weighted mean of 3.26 with the interpretation of “agree”. With this, the customers
have agreed that the products they purchase are durable and have warranties.
As per the interpretation of the researchers, most of the time the Pandayan
Bookshop gives warranties on their products that are durable but to those that are
non-durable like chocolates, these do not have warranty.
39
The fourth part of Table 10 illustrates the result of the availability of stocks.
It has a computed weighted mean of 3.14 with the interpretation of “agree”. The
store ensures that they replenish stocks promptly.
As per the interpretation of the researchers, the customers agreed that the
store does not run out of stock, they can purchase at any given time. However, it
takes time to have another stock of products. Although they have it in their online
shops, the customer much prefers to buy it in their physical store. As said by Lopez
(2016), the product that the customers want to search for the ease and
complexities of improving and sustaining customers with a great buying experience
due to the ongoing expansion of target markets and their needs, as well as the
variety of solutions available
In the overall analysis, most of the answers are "agree" and one of the
answers is "strongly agree" because the store always provides their receipts for
the customers to prove what they brought into the store, and also the receipts can
be used if they need to return or replace the purchased item if the item is rejected.
In terms of the pricing, durability, warranties, and the stock of the items, some of
the items are not part of warranties because the product is not durable. The other
prices are the same as in other stores or shops, and the items also need to wait
for a specific period due to the traffic of the pandemic. There are even online shops
but customers prefer to buy in their physical stores.
40
Table 11
Publicity
Weighted
Areas of Concern
mean Interpretation
Using social media in promoting their new
promos and announcements. 3.63 SA
Provides special promotions during holidays and
special occasions. 3.26 A
Promotes its product range and the upcoming
change in posters outside of the stores. 3.2 A
AVERAGE WEIGHTED MEAN 3.63 SA
Table 11 which is publicity is one of the trading business's techniques for
informing and notifying clients. These activities determine whether the bookshop
employees communicate well with their clients.
The first part of Table 11 shows the result of the question on using social
media as a platform of the bookshop. It results in an average weighted mean of
3.63 and with the interpretation of "strongly agree."
The researchers interpreted that the bookshop uses social media to inform
their customers when they have a new promo. Since the employees feel that social
media influence is one of the major factors affecting the trade market and will keep
on affecting it in the future, most of the employees are in favor when it comes to
social media promotions and announcements. They also use social media when
they have an announcement or when they change their store hours during
holidays. According to Ryan (2020), by leveraging a bigger social movement that
highlighted the importance of purchasing locally and a desire to nurture successful
independent booksellers, they have been able to distinguish themselves in their
41
communities. They distinguish themselves from the online and big-box
competition.
The second part of Table 11 represents the question on giving promos on
a special day, the computed weighted mean of 3.26 with the interpretation of
"agree.”
As interpreted by the researchers, the bookshop offers discounted prices
like a 25% discount for some items and buy one- take one for selected products
only. Seasonal promotions and their thoughts about seasonal promotions are
selected date only and did not last for long weeks, unlike the other stores, based
on customer feedback and reaction.
The third part of Table 11 was constituted of the survey question of
promoting its product by simply using posters and the computed result of the
weighted mean is 3.2 and has an interpretation of "agree.”
As the result shows above, the researchers interpreted that using posters
helps the bookshop to inform others that they have a newly opened bookshop. It
offers quite a complete overview of what customers need to know. They thought it
was a fantastic idea not only to save money on paper but also to keep track of
what they had already published and posted on their social media page.
As interpreted by the researchers, most of the answers by the respondents
were "agree" and one was "strongly agree," which means that by using social
media platforms like Facebook, Instagram, Twitter, LinkedIn, and YouTube, they
are reaching their customers to promote and announce their new products and
monthly events. So, the customers are aware because they are active on social
42
media. But in terms of promotional discounts and promoting their product in a
simple poster, the customer finds an improvement in the graphics of their poster,
even if it is informative, but in promoting their business or announcement using a
simple poster both online and physical. For the promotional discount, the seasonal
discount is too short and it is selected items only. It takes a long period to have
another seasonal discount.
43
Table 12
Cost-effective
Weighted
Areas of Concern mean Interpretation
Offers wide product ranges and is inexpensive. 3.37 A
Prices are cheaper compared to other
bookstores. 3.31 A
Offers their customers discount for repeat
purchases. 3.11 A
Table 12 presents the cost-effective of the bookshop in different variables,
such as those in the following areas:
The first area of concern in Table 12 shows the results of the question in
offering wide product ranges and being inexpensive with a 3.37 weighted mean,
which is interpreted as "agree."
As interpreted by the researchers, Pandayan Bookshop offers a wide range
of products. That also means they can give their customers more options. If they
can find everything they need in the store, they will not go to other stores that also
offer the same product. Offering a wide range of products at an inexpensive price
is also an advantage.
The second area of concern in Table 12 shows the result on a question that
says, "Compared on pricing with other bookstores, with a weighted mean of 3.31,
which is interpreted as "agree."
As interpreted by the researchers, offering products at cheaper prices, as
Pandayan Bookshop does, can make products appealing to customers. If their
price sets them apart from other bookstores without sacrificing quality, they have
44
a great competitive advantage. The Brigadier (2017) said that Pandayan has made
its items inexpensive, particularly for students and instructors.
The third area of concern in Table 12 shows the results on the question
"giving discounts in frequent availing" has a weighted average of 3.11, which is
interpreted as "agree."
As per the interpretation of the researchers, the customers confirmed that
this is a good choice for customers who are looking for discounts like vouchers
that they regularly purchase in different Pandayan Bookshops and give those
discounts and coupons that would attract the customers but not all the products
are eligible for this coupon.
In the overall interpretation, the researchers found that most of the answers
of the respondents were "agree," meaning that they offer their product at a cheaper
price compared to other bookstores, where customers prefer to buy it in their store.
However, even if there is a discount or coupon, the other products are not eligible
for the discount, and not all of the products are less expensive than at other stores.
45
Table 13
Facilities
Weighted
Areas of Concern mean Interpretation
Store employees are socially distanced and
wear masks. 3.49 A
Store employees are known for the products
they are selling. 3.43 A
Store employees are friendly, entertaining, and
responsive. 3.34 A
Table 13 presented the facilities of Pandayan Bookshop in the new normal
by assessment of the customers.
The first part of Table 13 represents the result of current safety protocols
the staff implemented during the pandemic. It has a computed weighted mean of
3.49 with the interpretation of "agree."
The customers have agreed that Pandayan Bookshop employees follow
social distancing and also wear facemasks properly at all times for the safety of
both employees and customers who visit the store. They are also having a health
monitor just to scan but some of the stores are have not a scanner. In the Pasig
branch, they only scan the QR pass to see the health monitor.
The second part of Table 13 shows the result of respondents' answers to
the question about the knowledge of employees about the products they sell,
resulting in a weighted mean of 3.43 with the interpretation of "agree."
This meant the customers agreed that most of the employees had enough
knowledge to respond to their queries. The customers are not hesitating to ask
because the employees of the Pandayan Bookshop are kind, they assist them in
46
their inquiries. Rabo and Ang (2018), analyzing customer satisfaction may offer
information that can simplify operations and focus improvement initiatives on cost
efficiency to achieve greater performance.
The third part of Table 13 illustrates the result of an employee’s approach
that has computed a weighted mean of 3.34 with an interpretation of "agree."
As per the analysis of the researchers, the customers have agreed that the
staff is very accommodating and are responsive. They always greet the customers
with "Mabuhay!" whenever you enter their store, which customers find entertaining.
Manila Bulletin (2021), Pandayan is intended to serve and assist workers in finding
purpose in their lives, mostly through leading ethical lifestyles and making a
difference in the lives of others.
As overall interpreted by the researchers, most of the answers given by the
respondents are "agree" because the store personnel is well-trained to
accommodate clients in any way possible. "Mabuhay!" The employees greet their
customers as they go into the store, which is both amusing and welcoming to them.
In addition, safety protocols are followed at all times. But some of the stores do not
have scanning a QR pass, some of the customers are convenient to scan their QR
pass for health monitoring.
47
Table 14
Accessibility
Weighted
Areas of concern mean Interpretation
Branches are nearby shopping malls and along
highways. 3.31 A
Transportation applications (e.g., Grab,
Angkas) can easily search for the address of
the stores. 3.14 A
Provides a safe parking area for cars and
motorcycles. 3.11 A
Table 14 shows the accessibility of the store, such as its location, and the
convenience of having safe parking areas. The computed weighted mean results
were the respondents' answers.
The first part of Table 14 shows the result of a customer’s answer to a
question about branches in nearby malls, resulting in a weighted mean of 3.31 with
the interpretation of "agree."
As interpreted by the researchers, the customers are easy locate the
location of Pandayan Bookshop’s branches because their places are easy to
access so the customers do not have problem in locating the stores. As Brigadier
(2017) stated, Pandayan Bookshops are commonly located along roads, near
marketplaces, near schools, and in shopping malls. Because of its physical
position, potential customers find it simpler to reach.
The second part of Table 14 illustrates the result of the respondents on the
accessibility of the location in mobile transportation apps with a 3.14 computed
weighted mean, which is interpreted as "agree."
48
As per the interpretation of the researchers, the Pandayan Bookshop is
available through mobile apps that provide transportation services, and the
location is also easily accessible via Google map or Waze if the customer wants
to buy online or just want to "pasabuy” the items they want to buy, the location is
easy to see because it is available to the Google map or Waze.
The third part of Table 14 represents the survey for the question of "safe
parking area," with a 3.11 weighted mean, which is interpreted as "agree."
According to the researchers, the majority of the stores are located inside
the mall, which already includes parking for cars and motorcycles. But somehow,
the parking area is not available so they need to park near the location of the store.
All in all, the researchers demonstrated that most of the respondents agreed
with, reasoning that the customers' ease of access to the store and convenience
are the important factors to them. Because of that, the consumers are encouraged
to choose their preferred store to shop in. But the other location parking area of
the store is not available to park, so the customers need to find another parking
area where they can place their vehicles safely. Some need to pay to make sure
the area they park in is secured.
49
Sub problem no 2: What would be the assessment of the employees to show
the sustainability of Pandayan bookshop in the new normal as to:
Table 15
Marketing Sustainability
Weighted
Stores are accessible and convenient for
customers. 3.87 SA
The pricing meets the demand of customers.
3.8 SA
Using social media in promoting their new
promos and announcements. 3.8 SA
Come up with special promotions during
holidays, and special occasions. 3.73 SA
Promotes its product range and the upcoming
change in posters outside of the stores. 3.53 SA
Table 15 shows the marketing sustainability of the store in different
variables, such as those in the following areas:
The first part of Table 15 illustrates the result of accessibility and
convenience, which has a computed weighted mean of 3.87 with the interpretation
of "strongly agree." The stores have numerous locations nationwide that are easily
accessible and handy for their customers.
As the interpretation of the researchers, the Pandayan Bookshop is easy to
access because of the branches that they have, even outside of the NCR still there
is a branch to access their store. Also, their branches are visible and can find on
Google map or Waze like their branches in Cogeo, Antipolo, and the Valenzuela.
50
The second part of Table 15 represents the survey results for the question
of pricing that meets the demand of customers, with a 3.8 weighted mean and
interpreted as "strongly agree." The majority of respondents strongly agree that
the store provides adequate low-cost educational products for students on teacher
discounts.
In the interpretation of the researchers, the Pandayan Bookshop offers a
cheaper price for every customer, they have a low-cost educational product to the
students and teachers also to their other customers. The Pandayan Bookshop
focuses on the status level of the customers that is why the product they offer is
inexpensive.
The third part of Table 15 results from the question of using social media as
a platform for the store. It results in an average weighted mean of 3.8 with the
interpretation of "strongly agree."
The researchers interpreted that their customers are aware of their store by
utilizing social media to notify them when they have a new promotion as well as
when they have an announcement or change their store hours during holidays. As
Charmaine (2021) said, booksellers are looking for ways to regulate their
businesses or expand their industrial operations to deal with COVID-19.
The fourth part of Table 15 shows the result of a question on giving
promotions on special days. which results in a weighted mean of 3.73 with the
interpretation of "strongly agree." Pandayan Bookshop offers a variety of seasonal
gifts for many occasions.
51
As the interpretation of the researchers, the Pandayan Bookshop is giving
promotions on special days. Not only on a special day but also there has a season
when they do the promotions. They also promote a contest or games for the
increasing exposure of Pandayan Bookshop.
The fifth part of Table 15 represents the survey question of promoting using
posters that resulted in a weighted mean of 3.53 with the interpretation of "strongly
agree."
It can be seen from the results, respondents strongly agreed that posting
posters in social media and their physical store can promote new items or special
promos that can help the store for advertisement. Vox (2020) said that
independent bookshop owners went deep in their wells of creativity and passion
to find methods to adapt their companies to COVID-19.
The overall result of the analysis is that the respondents are "strongly
agreed" in the reason that the Pandayan Bookshop's marketing sustainability is
effective enough to advertise their items on holidays, promote their products, the
events that they hold every month, and especially the promo discounts. By utilizing
not only posters but also social media platforms, they attract or give interest to the
customer to join in promoting their programs.
52
Table 16
Human Resources Sustainability

Weighted
Employees are well-taken care of during the
pandemic. 3.87 SA
Employees are valued during the pandemic.

3.8 SA
Employees have enough knowledge of the
products that they are selling. 3.73 SA
The company was well paid for its employees'
time during the pandemic. 3.73 SA
Workers are having skeletal schedule during
the pandemic. 3.53 SA
Table 16 shows the interpretation of the weighted mean in Human
Resources Sustainability regarding the assessment of the employees.
In the first part of Table 16, it says that the employees are well-taken care
of during the pandemic because of the weighted mean of 3.87, with an
interpretation of "strongly agree."
As interpreted by researchers, providing extra advantages and help the
employees in work-from-home arrangements, mostly for corporate office-based
personnel across sectors, and those in operations embrace a skeleton staff or split
operations model of the Pandayan Bookshop during the pandemic. Yang, Chen,
Lee, and Lui (2021) said that, provided evaluation simulation can help decision-
makers make the best business decisions possible by utilizing their people
systems, consequently enhancing employee satisfaction and work performance.
53
In the second part of Table 16, employees are valued during the pandemic
with a weighted mean of 3.8 and an interpretation of “strongly agree.”
By the analysis of the researchers, the overall interpretation of this part is
answered by "strongly agree." The Pandayan Bookshop has provided more
support to employees in the form of prorated 13th-month pay, additional incentives,
hazard pay for skeleton workforces, and unaltered leave benefits during this
pandemic. Cabochan (2017) pointed that they labor extremely hard, smartly, and
frequently exceeding to the legal owners, fair wage, fair treatment, meaningful
employment, a joyful environment, and a bright future.
In the third part of Table 16, the company well-paid their employees’ time
during the pandemic with a weighted mean of 3.73 and an interpretation of
"strongly agree."
According to the explication of the researchers, the employees of Pandayan
Bookshop are receiving on-time salary and hazard pay during this pandemic, even
with its skeletal schedule. For the first eight hours of work on a special day, they
will be paid an extra 30% of their basic salary. They will be paid an extra 30% of
their hourly rate for overtime labor work done for more than eight hours.
The fourth part of Table 16 has a weighted mean of 3.73 with the
interpretation of "strongly agree." It shows that the employees have enough
knowledge of the products that they are selling.
Through the interpretation of the researchers, most of the employees know
the products that they are selling, also the pricing and production of their supply.
Knowing all about the product allows their employees to interact successfully with
54
consumers and deliver the advantages of having good products in the way they
need to be presented. As a result, this strategy becomes more customer-centric,
resulting in increased revenue. Customer retention has improved.
The fifth part of Table 16 states that workers have a skeletal schedule during
the pandemic with a weighted mean of 3.53, which is interpreted as “strongly
agree.”
This part shows that the Pandayan Bookshop's work-from-home
arrangements, skeleton workforces, four-day or reduced work weeks, and
staggered work hours are some of these options. The Pandayan Bookshop may
also establish work schedules that combine these or other work arrangements that
are appropriate and applicable to its employees, taking into account the current
community environment in the region where it is located as well as the nature of
the job conducted by its workers.
For the overall result in this Table 16, the respondents answered "strongly
agree" due to the proper implementation and practices of human resources
management of Pandayan Bookshop in terms of having well-taken of their
employees, giving proper salaries, having the right schedule during this pandemic,
and valuing not only in their business but also in their employees. Having
employment security to keep the employees and pay them appropriately is
important since it will offer the most value to your organization.
55
Table 17
Economic Sustainability
Weighted
Areas of concern mean Interpretation
The company has long-term financial planning. 3.93 SA
Achieve ROE annually. 3.8 SA

Conduct growth investments to expand the
operation. 3.73 SA
The company is raising capital and sourcing
funding. 3.6 SA
The company is profitable. 3.53 SA
Table 17 states the following weighted mean and the interpretation of
"strongly agree."
In the first part of Table 17, the company has long-term financial planning
which has a weighted mean of 3.93 and the interpretation of “strongly agree”
means that the Pandayan Bookshop has long-term financial planning for their
business.
As per the interpretation of the researchers, Pandayan Bookshop obtains a
long-term finance by issuing debt or issuing stock. Long-term financing is
accomplished through the sale of bonds, which are promissory notes that bind the
firms to collect interest at predetermined intervals. The firm's assets are first
claimed by secured bondholders. Long-term financial demands include all cash to
be invested in various forms of fixed assets as well as hardcore operating capital.
The second part of Table 17 is the achieved ROE annually with a weighted
mean of 3.8 and an interpretation of strongly agree. This means that the Pandayan
56
Bookshop is achieving its return of equity (ROE) annually before and during the
pandemic.
As per the interpretation of the researchers, the Pandayan Bookshop's
achievement of a yearly return on equity is particularly useful for evaluating the
performance of other firms in the same sector. A return on equity (ROE) is a
measure of management's capacity to create revenue from the equity available to
it, similar to a return on capital. ROEs of 15–20% are frequently regarded as
satisfactory. A larger proportion shows that a corporation is more efficient at
profiting from its current assets. Similarly, a firm that sees its ROE rise over time
is probably becoming more efficient.
The third part of Table 17 is conducted growth investments to expand the
operation with a weighted average of 3.73 with an interpretation of strongly agree
which can be seen that the Pandayan Bookshop is expanding their operation
because of growing of investments.
As per the interpretation of the researchers, these are often modest, new
businesses with a lot of potential, such as Pandayan Bookshop. It is also possible
that their firm is only recently begun to trade publicly. The premise is that the firm
will develop and succeed and increase in earnings or revenues would lead to
greater stock prices in the future. Since they own patents or have access to
technology that puts them ahead to their competitors. They re-invest the money to
create newer technologies to keep ahead of competitors, and they strive to gain
patents as a strategy to assure longer-term success.
57
The fourth part of Table 17 is that the company is raising capital and
sourcing funding. The weighted mean of 3.6 and interpreted as strongly agree
means that the Pandayan Bookshop is raising its capital and sourcing their funding
even if there is a pandemic.
As per the interpretation of the researchers, Pandayan Bookshop views
obtaining financing as a hardship, while the majority sees it as a necessity.
External investors are frequently used to provide debt and equity financing, and
each has its own set of advantages and disadvantages for the company. When a
Pandayan Bookshop raises funds from an investment or a financial institution, it
can start, develop, and manage its day-to-day activities.
In the fifth part of Table 17, in terms of profitability with a weighted mean of
3.53 and the interpretation strongly agrees, it states that the employees of the
Pandayan Bookshop is profitable even under pandemics.
As per the interpretation of the researchers, the Pandayan Bookshop must
be adaptable and have strong planning and organizing abilities to flourish in
business today. Stick to the budget and only deviate from it when it is helpful to
their business in terms of earning or keeping more money. The budget has been
reviewed at least periodically, if not frequently. This will ensure that their budget
stays on track with the company's development. Determine which parts of the
business are the least lucrative and eliminate them since they waste time and
money. It is preferable to concentrate on those company operations that generate
revenue and hence justify their decision to keep them going.
58
In the overall interpretation, the economic sustainability of Pandayan
Bookshop shows that the respondents "strongly agree" that they have economic
sustainability for their business in terms of the financial needs and the resources
needed to support and accomplish their targets, as well as a plan for future growth
to achieve financial-economic sustainability. Based on the scores that the
employees placed on every column and their feedback, they believe that they are
working with a company that is not afraid to take risks and develop new ways to
sustain and improve what the bookstore already has. Based on the scores that the
employees placed on every column and their feedback, they have faith in
Pandayan and its management to be able to fulfill and support the business for
many more years to come.
59
Table 18
Operation Sustainability
Weighted
Products are neatly arranged and are easy to
locate. 3.93 SA
The online store of the company is easy to
access the customer. 3.93 SA
The product that sells is the close needs of the
customer. 3.93 SA
The store renews its stock frequently, to keep
up with the latest trend items 3.73 SA
The products offered are in quality. 3.6 SA
Table 18 states the operation sustainability of Pandayan Bookshop during
this pandemic has an interpretation of "strongly agree."
The first part of Table 18, "Products are neatly arranged and it is easy to
locate", with a weighted mean of 3.93 with an interpretation of strongly agree,
which means that the store of Pandayan Bookshop is well-organized so that the
customers can easily locate it.
From the exploration of the researchers on their branch stores, it is
significant for Pandayan Bookshop to use the correct fixtures, sign hardware, and
product display components in their stores. Smart retail fixtures assist in
maximizing display space, boosting sales, enhancing the consumer experience,
and encouraging repeat business by maximizing display area, increasing sales,
and improving the customer experience. Visual merchandising is the process of
exhibiting any good and structuring the business to increase sales, strengthen their
brand, and provide clients with a stimulating and delightful shopping experience.
60
The second part of Table 18, "the online store of the company is easy to
access for the customer" has a weighted mean of 3.93 and is interpreted as
strongly agree, which means that the online store of Pandayan Bookshop is easy
to use for customers, like choosing an item.
As per the interpretation of the researchers, Pandayan Bookshop also has
a website and an online shop where its customers can easily pick an item that they
want. Through its social media, Pandayan bookshop is also promoting its products.
A simple Internet search for a product or service reveals that the product or service
is likely to be sold by several providers.
The third part of Table 18, "the product that sells is the close need of the
customer," has a weighted mean of 3.93 and interpreted as strongly agree that the
product sold by Pandayan Bookshop is close to the needs of every customer.
As a result of the analysis by researchers at the Pandayan Bookshop,
consumers' needs are a motivator that leads to the purchase of a product or
service. In the Pandayan Bookshop, customers' needs are frequently viewed as
an opportunity to resolve or offer excess value back to the original motivation of
businesses.
The fourth part of Table 18, "the store renews its stock frequently, to keep
up with the latest trend items," has a weighted mean of 3.73 and interpreted as
strongly agree, which means that the Pandayan are continuously renewing their
products on stock at every store branch that they have with the latest trend of
items.
61
Through the interpretation of researchers, Pandayan Bookshop's strategy
is to get to know its clients to sell more products. The more customers know about
them and their demands, the simpler it will be to spot possibilities to sell their new
items and adapt offers to them. Existing clients can be profiled to make it simpler
to discover new ones. Hunt for prospects who are similar to them and market to
them in the same way. This will differ based on the type of customer they have.
The fifth part of Table 18, or “Products offered are in quality" has a weighted
mean of 3.6 and interpreted as "strongly agree", which means that the Pandayan
bookshop still offer their customer a good quality of products.
From the interpretation of the researchers, the Pandayan Bookshop is still
giving excellent quality products at the cheapest price to customers.
Overall, the analysis of the operation sustainability revealed that the
respondents strongly agreed, which means that the Pandayan Bookshop has a
great strategy for their production, not only in offering their products in excellent
quality through their online stores that are selling them based on close customer
base but also by having a visual merchandising in their branch stores that can
attract the customers.
62
Table 19
Social Sustainability
Weighted
The company does adopt the stability strategy. 3.8 SA
The company advantage through the selection
and management of a mixed business
3.8 SA
competing in several industries or product
markets.
Implemented well the expansion strategy in the
3.73 SA
company.
They aim to reduce the size or diversity of
3.73 SA
organizational operations.
There has strategic planning. 3.6 SA
Table 19 shows the social sustainability of Pandayan Bookshop during this
pandemic with an interpretation of "Strongly Agree."
In the first part of Table 19 , it is said that the company adopts the stability
strategy, which has a weighted mean of 3.8 and is interpreted as strongly agree
that the Pandayan bookshop has adopted the strategy that ensures stability in their
business during the crisis caused by the pandemic.
As per the analysis of researchers, these are some of the reasons why a
business would choose to pursue a stability strategy. Pandayan Bookshop intends
to strengthen its position in the sector in which it operates. If the country in which
the corporation operates is in a recession or slowdown, the corporation would
rather save money than invest it in expansion.
In the second part of Table 19, “the company's advantage through the
selection and management of a mix of businesses competing in several industries
63
or product markets” has a weighted mean of 3.8 and interpreted as strongly agree
that competitive workplaces encourage innovation and productivity, resulting in
higher-quality work. When someone wants to win, they will consider several
options for solving an issue. He tests solutions and pushes them to their limits.
Through the interpretation of the researchers, Pandayan Bookshop is
competitive in several industries or product markets, which makes the total of the
company greater than the sum of its parts. Pandayan Bookshop must grasp what
constitutes a strong corporate strategy to survive. Terrence (2017) said that when
companies encounter high rates of worker turnover, their long-term viability is
jeopardized due to the loss of important personnel.
In the third part of Table 19, “the expansion strategy of the company,” it has
a weighted mean of 3.73 and is interpreted as strongly agree that the Pandayan
Bookshop is still implementing the expansion strategy for future business.
A business like Pandayan Bookshop can extend its operations with the help
of a growth plan. Adding more sites, investing in client acquisition, or increasing a
product range are all ways to grow a business. The industry target market of a
corporation has an impact on the growth tactics it employs
The fourth part of Table 19 is to reduce the size or diversity of organizational
operations. It has a weighted mean of 3.73, and it is interpreted as strongly agree
with the statement that the company is aiming to grow the size and diversity of
organizational operations.
Organizations must ensure that they communicate successfully with
employees to manage a diverse workforce. Policies, procedures, safety standards,
64
and other vital information should be written in a way that overcomes linguistic and
cultural obstacles, such as by translating texts and utilizing visuals and symbols
where appropriate. Pritam (2019) recruits new consumers, wants, and desires,
which have a significant influence on the whole business operations. As a result,
the company must grasp exactly what the consumers require and how to build
loyalty to run a successful business.
In the fifth part of Table 19, the strategic planning has a weighted mean of
3.6 and is interpreted as strongly agree, which shows that the Pandayan Bookshop
has strategic planning to make sure that top management decides on their long-
term vision as well as their organization's goals and objectives.
This process also determines the order in which those goals should be
achieved so that the organization may achieve its important part.
According to Ryan (2020), local bookstores have been shown to remain
durable in the face of several technical and economic challenges. In the
bookselling sector, business models are changing. This strategic planning process
might be time-consuming, but it is worthwhile for all parties involved. Pandayan
Bookshop has a clearer picture of the aims and objectives. It wants to achieve, as
well as a plan to get there. Procedures may help their staff to become more
productive, which contributes to the company's success.
In the overall analysis, social sustainability got a "strongly agree" from the
respondents, which shows that the Pandayan Bookshop is implementing or
adopting this kind of strategy before and during the pandemic. This kind of strategy
is to optimize profitability and ensure a long-term financial success. Using this kind
65
of strategy, assist the sustainability of the company in getting a competitive edge
over its competitors and to continue to provide consumers with a distinctive product
or service.
Table 20
TESTING OF HYPOTHESIS
SV SS DF MSS F Table/F Level of

Completed Significant
Difference
Between 1.44 3 0.48 1.10<8.69 There is no

within 6.96 16 0.435 significant
difference.
Since the F computed value is 8.69, which is less than the F-Tabular value,
the result is that the null hypothesis is accepted, and there is no difference in the
level of customer satisfaction of Pandayan Bookshop and the assessment of
employees in Pandayan Bookshop's sustainability in the new normal.
66
CHAPTER 5
SUMMARY, CONCLUSIONS, AND RECOMMENDATIONS
This chapter provides a summary in terms of respondents’ profile and
analysis, conclusions obtained from the outcomes, and recommendations that
assisted the researchers in interpreting and concluding the influence of the study's
different variables.
Summary of Findings
The findings of this study are presented accordingly to the sequence of
identified assessments:
1. The level of service customers satisfaction offer by the Pandayan
Bookshop in a new normal.
Customers agreed that the Pandayan Bookshop should maintain its
customer-level satisfaction that it offers in terms of service, product, facilities, and
promotions during this pandemic. Most of the time, Pandayan Bookshop provides
its receipts to the customers as proof of their purchase in the store. The pricing of
the store is budget-friendly. Most of the customers prefer to buy in their store
because it has cheaper prices and it is perfect for parents who are buying a school
supply for their children. Even though it is not a big store, the way they organize
its products attracts the customers. Some of the customers can park their vehicles
in front of the bookshop because most of their branches are located in malls.
Finally, using their social media platforms can assist customers in learning about
the announcement and new products that are being released.

2. The assessment of the employees to show the sustainability of Pandayan
Bookshop in the new normal.
Employee evaluations show that they strongly agreed with Pandayan
Bookshop's sustainability in the new normal. An assessment shows that the
advertising of Pandayan Bookshop is effective enough to promote the products
and events that they have. They utilize their promotion not only on social media
but also in the physical store using the posters in their store. This shows the
Pandayan Bookshop has great sustainability in terms of finances. Even though it
is a pandemic, the Pandayan Bookshop is still having great financial success with
the help of long-term planning. Its operation is showing positive flow even if there
is a traffic jam in production, but still, the Pandayan Bookshop fulfills their items
both online and in a physical store. The Pandayan Bookshop demonstrates that
they not only care about their business but also about their employees, especially
in this pandemic, by providing on-time payments and other benefits, as well as the
protocols that must have a skeletal schedule or work from home set up.
3.The decision of the hypothesis in the assessment of respondents between
the customer level satisfaction and the assessment of employees in the
sustainability of Pandayan Bookshop in the new normal is accepted.
68
Conclusions
As a result of the findings, the following conclusions were made:
1.In terms of economical, the researchers found out that the Pandayan
Bookshop always gives receipts to customers to confirm what they bought in their
store, and the receipts can be used if the customers need to return or replace a
purchased item if it is reject or has damage, but certain things are not covered by
warranties since they are not durable.
2. In terms of publicity, Pandayan Bookshop reaches out to its consumers
by using social media sites to promote and introduce new goods and monthly
events. However, the consumers notice improvement not only in the visuals of
their poster, even if it is educational, but also in advertising their business or
announcement by using a simple poster both online and offline. The seasonal
discount is too brief and only applies to certain goods for the promotional
discount.
3. In terms of cost-effectiveness, they sell goods at a lower price than other
bookstores, and people prefer to buy goods from Pandayan Bookshop. Even if
there is a discount or coupon, other goods are not qualified for discounts, and not
all of the things are cheaper than at other retailers.
4. In terms of facilities, the staff at the business are well-trained to help
customers in every way they can. Customers will be greeted with "Mabuhay!" as
they enter the business, which is both humorous and inviting to them.
Furthermore, all safety standards are adhered to at all times. However, some
establishments do not have the capability to have a scanner for QR passes that
gives convenience to their customers.
69
5. In terms of accessibility, customers' preferences for convenience and
simplicity of access to the store are vital factors. As a result, customers are
motivated to shop at their selected establishment. Customers must, however, find
another parking space where they can safely park their vehicles because the
other parking areas are full. Some customers must pay to ensure that their
parking spaces are secure.
6.In terms of marketing sustainability, the researchers found out that the
Pandayan Bookshop's marketing strategy is effective enough to advertise their
items on holidays, promote their products, events that they hold every month, and
especially the promo discounts by utilizing not only posters but also social media
platforms. These attract or pique the customer's interest in joining their promotion
program.
7.In terms of human resource sustainability, Pandayan Bookshop has a
good application and practices of human resource management in terms of taking
care of their employees, paying adequate wages, keeping the right timetable
throughout the pandemic, and appreciating not only their business but also their
people. It is critical to have a job security to maintain employees and compensate
them adequately since they will add the most value to the firm.
8. In terms of economic sustainability, the financial requirements and
resources required to support and fulfill their goals, as well as a strategy for future
expansion to attain financial-economic sustainability, based on their rankings in
each category and their input, the employees think they are working with a firm
that is not afraid to take chances and create new ways to sustain and grow what
70
the bookshop already has. Based on their scores in each category and their input,
the employees believe Pandayan and its management will be able to fulfill and
support the business for many years to come.
9. In terms of operational sustainability, the Pandayan Bookshop has a
wonderful production plan that includes not only supplying their items in
outstanding quality through their online stores that sell them based on their close
client but also having visual merchandising in their branch stores that draws
people.
108. In terms of social sustainability, before and throughout the epidemic,
the Pandayan Bookshop was executing or adopting this type of strategy. This
technique is designed to maximize profitability and assure long-term financial
success. This type of approach may help a company's sustainability by giving it a
competitive advantage over its competitors and continuing to serve customers with
a unique product or service.
71
Recommendations
Based on the results of data gathered from answered survey and findings
and also to the conclusions drawn, these are the recommendations using the
action plan:
PANDAYAN BOOKSHOP’S ACTION PLAN
Control Objective Task Success criteria

category
Economical To upgrade the The recommended For this plan, the

product for this category, customers would be
selection for the Pandayan bookshop able to:
customers in must add e-books to • The customers are
the new normal their products, the lessening the price
set-up. same as a category in terms of buying
that they have in books. E-books are
their physical stores. cheaper than
Most of the paper/hardbound
customers also find books.
a currently trending • The customer is
wide variety of books accessible
like manga, marvel everywhere
comics, and some because they can
non-fictional novels. carry and read
everywhere. They
did not have a bag
to put their books in,
just to bring their
books, they just
download them on
their device.
Publicity To gain Using Facebook and For this plan, the
exposure for YouTube customers would be
Pandayan advertisements may able to:
bookshop on help to boost the • This will be the key to
social media advertisement of the having an
platforms. Pandayan bookshop engagement with
on social media customers to access
platforms. This will the business.
be allowing the Pandayan bookshop
Pandayan bookshop can attach their
72
to increase the online store link so

potential market in they can reach the
their business as can store if they want to
advertise when the order or buy.
users watch or
search for the
videos.
Cost- To help the Getting partnerships For this plan, the
effective particular with the selected customers would be
customer who institutions to able to:
may pay less provide a discount • Using the e-voucher,
for an item that through the the customers can
they brought. partnership or buy to their store at a
sponsorship in the discount without
school events. Most waiting for their
of the customers seasonal discount or
prefer to buy in a special event
particular store if the discount.
store is offering a • The customer can
discounted price. use their e-vouchers
This may build for different items
loyalty to the that Pandayan
customers and bookshop has and
create word-of- they can use them
mouth excitement in for a month because
the Pandayan of having the long-
Bookshop. They time period.
may use an e- • They can use it both
voucher to online and in a
implement this kind physical store.
of discount.
Facilities To allow the As the For this plan, the
office in having recommendation for customers would be
computerized this category, able to:
log-in health Pandayan bookshop • Having easy access
tracking for the must adopt or to them just to scan
customers. implement of having their QR pass or QR
a QR pass or QR health tracking pass.
health tracking pass • This can help to
to easily access both avoid repeatedly
employees and using the same pens
customers. This may as the customers.
help also the • Less delay entering
customer with easy stores just to fill the
access. Less hassle health monitoring
to them also. protocols.
73
Accessibility • To improve • Pandayan For this plan, the

the current bookshop’s official customers would be
online website has an able to:
ordering available service • Browse their
system via for customers to available products
Pandayan order online. on sale via their
bookshop’s However, this laptop or mobile
official service is phone.
website. temporary • Pick what they want
• To introduce researchers, to order so they can
same-day recommended fully customize the
deliveries by that Pandayan quantity.
partnering bookshop should • Pay directly via
with third- focus to reactivate debit/credit card, e-
party delivery this service as Wallets, or in money
service more customers remittance centers,
providers are opting to order COD (Cash on
(e.g., online than Delivery).
Angkas, physically going to • Option to have
LBC, J&T the stores due to same-day deliveries.
Express). COVID-19. They will also have
• As recommended an option to track
by the their orders.
researchers,
Pandayan may • Provide a higher
partner with third- level of customer
party delivery satisfaction as they
service providers will have the option
for the customers to place an order and
to get their orders receive it right away.
in a smaller Providing a
timeframe. This streamlined
will help make customer experience
same-day delivery will leave more
orders an option customers satisfied.
by lowering
operating • Maintain a
expenses to meet competitive edge as
customer not many businesses
demands, which are offering same-
will grow the day deliveries.
company's Providing this
customer base service is critical as
and increase customers would be
retention. more inclined to
74
purchase from the

company.
• Widen customer
reach and
accessibility as
customers would not
need to physically go
to the store to
purchase the things
they need.
75
REFERENCES
I. Journal/Periodical
Bachelor of Science Business Administration of Central Luzon State University

(2017). Final Paper in the Distribution Case study.
Sha N. (2017). How to rich lives thru your business: An interview with Pandayan
bookshop owner Jun Cabochan.
II. Thesis/Dissertation
Abun, D., Alkalde, F., Encarnacion, M.J., Magallanes, T., Ranay. F.D. (2020).
Employee Treatment and Work Engagement: The Philippines Context.
Divine Word College of Laoag. Ilocos Norte Philippines.
Buenviaje, M. (2020). Practices of Managing Corporate Social Responsibility:

Based from the Best Food Service Establishments. Lyceum of the
Philippines University. Capitol Site, Batangas City.
Chattopadhyay, P. (2019). A Study on the Impact of Service Quality on Customer

Satisfaction and Customer Loyalty with Reference to Service Marketing
Context: Theoretical Approach. Amity University Uttar Pradesh. Noida,
India.
Chen, S.Y., Lee, R., Lui, Y.S., Yang. S.Y. (2021). Employee Stress, Job
Satisfaction, and Job Performance: A Comparison between High-
technology and Traditional Industry in Taiwan. Chaoyang University of
Technology. Taichung City, Taiwan.
Chung, H., Zhang, Y. (2016). Strategizing the customer relationship in the

independent bookstore network: a case of a small bookshop in
Taiwan. National Cheng Kung University. Tainan City, Taiwan.
Datu, J. Flores, K.C. Hidalgo, M.M. Quillalan, M. Valoso,T. (2016). Work values in
relation to the job performance among lesbian and gay employees of city
government, South Caloocan. University of Caloocan City. Biglang awa St.,
Caloocan City.
Follante, C.H, CPA. (2021). The Resurgence of E-Bookstores Amidst Pandemic:

Evidence from The Philippines. Institute of Graduate Studies, San
Sebastian College-Recoletos. Manila City, Philippines.
76
Lacap, J.P.L, Tungcab, A. P. (2020). The Influence of Brand Experience on

Brand Loyalty Among Mobile Phone Users in Pampanga. City College of
Angeles. Arayat Blvd, Angeles, Pampanga.
Lopez, A. (2016). A study on customer loyalty program practices in retail industry:

Basis for an enhanced customer loyalty program. Euglogio Amang
Rodriguez Institute of Science and Technology. Sampaloc, Manila City.
Rabo, J., Ang Michlle. (2018). Determinants of Customer Satisfaction in a

Philippine Retail Chain. De La Salle University. Taft, Manila City.
Rafaelli, R. L. (2020). Reinventing Retail: The Novel Resurgence of Independent

Bookstores. Harvard University. Cambridge, Massachusetts, United
States of America.
Smith, T. D. (2017) The Effects of Management on Commitment in the Retail

Industry. Walden University. Minneapolis, Minnesota United States of
America.
Tripathi N., Dr. Shukla, B. (2019). A Study on Employee Job Satisfaction in Retail
Sector of Gorakhpur. Madan Mohan Malviya University of technology.
Gorakhpur, India.
III. Online/Website
Arnold, Audrey. (2019). The importance of independent bookstore.

https://www.swensonbookdevelopment.com/blog/2019/the-importance-of-
independent-bookstores/. Retrieval Date: October 19, 2021
Baumann, Bettina. (2020). How the coronavirus impacts the book industry.
https://www.dw.com/en/how-the-coronavirus-impacts-the-book-industry/a-
53210592. Retrieval Date: October 19, 2021
Colona, Sonny. (2021). Lessons from Pandayan: Kapwa-centric enterprise

https://mb.com.ph/2021/04/29/lessons-from-pandayan-kapwa-centric-
enterprise/. Retrieval Date: October 08, 2021
Covert, Bryce. (2020). How bookstores are weathering the pandemic

https://www.vox.com/the-goods/2020/10/25/21517545/bookstores-
pandemic-booksellers-closing. Retrieval Date: October 18, 2021
Cruz, Elfren, S. (2021). Saving bookstores

https://www.philstar.com/opinion/2021/06/10/2104349/saving-bookstores.
Retrieval Date: October 17, 2021
77
De Vera, Raul, S. (2020) Pandayan Bookshop is more than a bookstore: It’s a

movement. https://lifestyle.inquirer.net/365614/pandayan-bookshop-is-
more-than-a-bookstore-its-a-movement/#ixzz78uuLt27R. Retrieval Date:
October 16, 2021
De Vera, Raul, S. (2020). PH bookstore reopen─with precaution

https://lifestyle.inquirer.net/363122/ph-bookstores-reopen-with-
precautions/. Retrieval Date: October 08, 2021
John Keane (2018). Bookstores are one of the most important elements of any
high street. https://www.irishtimes.com/life-and-style/people/bookstores-
are-one-of-the-most-important-elements-of-any-high-street-
1.3659947#:~:text=We%20need%20to%20understand%20that,try%20to%
20sell%20them%20books. Retrieval Date: October 18, 2021
Knibbs, Kate. (2020). The coronavirus pandemic is changing how people buy
books. https://www.wired.com/story/coronavirus-book-sales-indie/.
Retrieval Date: October 19, 2021
Morales, Retchell. (2021). Corporate values, philosophies and culture

https://www.manilatimes.net/2021/08/24/business/top-business/corporate-
values-philosophies-and-culture/1812103. Retrieval Date: October 08,
2021
78
LETTER OF CORPORATE RESEARCH ADVISER
Dr. Lovelle D. Sison,
Good day!
In partial fulfillment of the Bachelor of Science in Business Administration with a

major in Marketing at Jose Rizal University, we, the researchers of this study, are
now doing corporate research entitled: Sustainability of Pandayan Bookshop in the
New Normal: An Assessment.
A recommendation of Sir Miller Mercado, we, respectfully invite you as our

Corporate Research adviser for the reason that likes to offer your expertise with
real trepidation, patience, and effort in assisting pupils in meeting the essential
works for the conclusion of our research project.
Thank you for your consideration and understanding.
Sincerely yours,

Kim R. Casiano
Ruperto A. Oliza
Rizza Mae M. Rosales
Ruby Joy V. Samson
Yingying Zeng
Conforme:
Dr. Lovelle Sison

Adviser
79
LETTER OF CORPORATE RESEARCH STATISTICIAN
Ma’am Lilia Gabisan,
Good day!
In partial fulfillment of the Bachelor of Science in Business Administration with a

major in Marketing at Jose Rizal University, we, the researchers of this study, are
now doing corporate research entitled: Sustainability of Pandayan Bookshop in the
New Normal: An Assessment.
We, respectfully invite you as our Statistician for the reason that likes to offer your
expertise with real trepidation, patience, and effort in assisting pupils in meeting
the essential works for the conclusion of our research project.
Thank you for your consideration and understanding.
Sincerely yours,

Kim R. Casiano
Ruperto A. Oliza
Ruby Joy V. Samson
Yingying Zeng
Conforme:
Lilia Gabisan
Statistician
80
Jose Rizal University

College of Business Administration and Accountancy
LANGUAGE EDITING CERTIFICATE
This document certifies that the manuscript listed below was edited for proper English
language, grammar, punctuation, spelling, and over-all style by ELEANOR R. ROBLES
and this thesis is ready for final bookbinding.
_______________________________________________________________
Manuscript Title
SUSTAINABILITY OF PANDAYAN BOOKSHOP IN NEW

NORMAL:
AN ASSESSMENT
Authors

Kim R. Casiano
Ruperto Oliza
Rizza Mae Rosales
Ruby Joy Samson
Yingying Zeng
Date Issued: May 2, 2022

ELEANOR R. ROBLES
Language Editor
81
SURVEY REQUEST LETTER

Dear Sir/ Ma'am,
Good day!
We, the researchers of this study, in partial fulfillment of the Bachelor of Science
in Business Administration with a major in Marketing at Jose Rizal University, are
now doing corporate research entitled: Sustainability of Pandayan Bookshop in
the New Normal: An Assessment. In addition, we would like to ask your
permission to survey your employees and customers. The survey will last only
about 5 to 10 minutes. Rest you may be confident that any information you provide
will be treated confidentially and used only for the purpose for which it was
intended.
Thank you and God Bless.
Sincerely yours,

Kim R. Casiano
Ruperto A. Oliza
Ruby Joy V. Samson
Yingying Zeng
Noted by:
Mr. Miller A. Mercado

Corporate Research Professor
82
SURVEY LETTER FOR RESPONDENTS
Dear Respondents,
Good day!
We, the researchers of this study, in partial fulfillment of the Bachelor of Science
in Business Administration with a major in Marketing at Jose Rizal University, are
now doing corporate research entitled: Sustainability of Pandayan Bookshop in
the New Normal: An Assessment.
In addition, we would like to ask your permission to survey among of your

employees. The reason that we believe that with your related knowledge and
experience as our respondents.
The survey will last only about 5 to 10 minutes. Rest you may be confident that
any information you provide will be treated confidentially and used only for the
purpose for which it was intended.
Thank you and God Bless
Sincerely yours,

Kim R. Casiano
Ruperto A. Oliza
Ruby Joy V. Samson
Yingying Zeng
Noted by:
Mr. Miller A. Mercado

Corporate Research Professor
83
SURVEY QUESTIONNAIRE FOR CUSTOMERS
The questionnaire is the major source of data in the study, "Sustainability of

Pandayan Bookshop in the New Normal: An Assessment." The information
captured through this instrument will be treated as highly classified by the
researchers.
I. Respondent’s profile
Name (optional):
Age: Gender:
15-19 Female
20-25 Male
26-31 LGBTQ
32-37 Occupation:
Above 38 Employee
Position:____________
Student
Other:______________
Direction: Please indicate your feedback by marking the item that corresponds to
your evaluation. The status of the following indicators is shown below.
Interpretation Equivalent Scale
Strongly Agree SA 4
Agree A 3
Disagree D 2
Strongly Disagree DA 1
I. How satisfied are you with the services being offered by

Pandayan Bookshop during this pandemic?
Strongly Agree Disagree Strongly

1. Economical Agree Disagree
1.1. Products purchased are
durable and have warranties if
needed.
1.2. The store does not run out of
stocks of the products I need.
1.3. Prices are economical.
84
1.4. Receipt is always provided

upon purchase.
2. Publicity
2.1. Using social media in
promoting their new promos and
announcements.
2.2. Promotes its product range
and the upcoming change in
posters outside of the stores.
2.3. Provides special promotions
during holidays and special
occasions.
3. Cost-effective
3.1. Offers wide product ranges
and is inexpensive.
3.2. Offers their customers
discounts for repeat purchases.
3.3. Prices are cheaper compared
to other bookstores.
4. Facilities
4.1. Store employees are known
for the products they are selling.
4.2. Store employees are friendly,
entertaining, and responsive.
4.3. Store employees are socially
distanced and wear masks.
5. Accessibility
5.1. Branches are nearby shopping
malls and along highways.
5.2. Provides a safe parking area
for cars and motorcycles.
5.3. Transportation applications
(e.g., Grab, Angkas) can easily
search for the address of the
stores.
85
SURVEY QUESTIONNAIRE FOR EMPLOYEES
The questionnaire is the major source of data in the study, "Sustainability of

Pandayan Bookshop in the New Normal: An Assessment." The information
captured through this instrument will be treated as highly classified by the
researchers.
I. Respondent’s profile
Name (optional):
Age: Gender:
15-19 Female
20-25 Male
26-31 LGBTQ
32-37 Position:
Above 38
Direction: Please indicate your feedback by marking the item that corresponds to
your evaluation. The status of the following indicators is shown below.
Interpretation Equivalent Scale
Strongly Agree SA 4
Agree A 3
Disagree D 2
Strongly Disagree DA 1
II. How do the employees assess the sustainability of Pandayan

bookshop?
Strongly Agree Disagree Strongly

Agree Disagree
1. Marketing Sustainability
1.1. Stores are accessible and
convenient for customers.
1.2. Come up with special
promotions during holidays, and
special occasions.
1.3. The pricing meets the demand
of customers.
1.4. Using social media in
promoting their new promos and
announcements.
86
1.5. Promotes its product range and

the upcoming change in posters
outside of the stores.
2. Human Resources
Sustainability
2.1. Employees are well-taken care
of during the pandemic.
2.2. Employees have enough
knowledge of the products that they
are selling.
2.3. Workers are having skeletal
schedule during the pandemic.
2.4. Employees are valued during
the pandemic
2.5. The company was well paid for
their employees' time during the
pandemic.
3. Economic Sustainability
3.1. Conduct growth investments to
expand the operation.
3.2. Achieve ROE annually.
3.3. The company is profitable.

3.4. The company is raising capital
and sourcing funding.
3.5. The company has long-term
financial planning.
4. Operation sustainability
4.1. Products offered are in quality.
4.2. The store renews its stock
frequently, to keep up with the
latest trend items
4.3. Products are neatly arranged
and are easy to locate.
4.4. The online store of the
company is easy to access for the
customer.
4.5. The product that sells are the
close needs of the customer.
5. Social sustainability
87
5.1. The company does adopt the

stability strategy.
5.2. Implemented well the
expansion strategy in the company.
5.3. They aim to reduce the size or
diversity of organizational
operations.
5.4. There has strategic planning.
5.5. The company advantage
through the selection and
management of a mixed business
competing in several industries or
product markets.
FOR APPROVAL:
Dr. Lovelle D. Sison February 22, 2022

Signature of Corporate Research adviser Date
88

37 Romulus St. BF Resort Village Talon Dos,
Las Pinas City
0929-312-3120
johncarmel.bonde@my.jru.edu
OBJECTIVE--------------- -
Seeking a position where I can utilize my skills and further improve them,
especially my social and management skills to find a place where I can test my
limits and break through those limitations.
EDUCATIONAL ATTAINMENT
Level School/Course Date Graduated
Tertiary Jose Rizal University 2012-Present
Secondary Holy Rosary Catholic School 2008- 2012
Elementary Tenement Elementary School 2002- 2008
PERSONAL INFORMATION
Date of Birth : June 19, 1996

Place of Birth : Magallanes, Sorsogon
Age : 25
Sex : Female
Civil Status : Single
Citizenship : Filipino
Religion : Catholic
Languages /Dialects : English/ Filipino
JOB EXPERIENCE
Rustan Coffee
Barista
February 2020 to Present
Allegro Bldg. Chino Roces Ave. Makati City
SEMINARS
● Digital Communication: Demand Skills and Career

Webinar, Jose Rizal University
November 10, 2021
89
REFERENCES
Al Mujib Lawama
Rustan Coffee
Shift Supervisor
0927-876-0025
To the best of my knowledge and belief, I hereby declare that the
foregoing information is accurate and correct.
John Carmel Bonde
90
Kim R. Casiano
Blk25 Lot3 Lawaanst.Eusebio Ave.
Nagpayong II Pinagbuhatan Pasig City
Cell:09952302996
Email: casianokim10@gmail.com
OBJECTIVEObjective--------------- -
To obtain a position that will enable me to use my strong organizational skills,

educational background, and ability to work well with people.
Arellano University A. Bonifacio Campus 2016-2018

Secondary Nagpayong High School 2012-2015
Elementary Nagpayong Elementary School 2006-2012
Date of Birth : October 20 1999

Place of Birth : Maybunga, Pasig City
Age : 22
Sex : Female
Religion : Roman Catholic
Languages /Dialects : English/Tagalog
ORGANIZATION
JRU-Young Marketers Association

Staff-Special Activities and Events
2019-2020
Vice-President for Internal Affairs
2020-2021
91
SEMINARS
• De La Salle University- Business Management Society

Leadership Symposium: Coalition
• Jose Rizal University
The Holistic Unified Marketers Brilliant Solution UP
• Philippine Junior Marketing Association
JUAN BIG IDEA NATIONWIDE
• Jose Rizal University-Central Student Council
Rizalian Leadership summit
#ShapePhilippines2022: A Voter's Registration Campaign
• Polytechnic University of the Philippines-Junior Marketing
Association
Business Student Summit
REFERENCES
John Tyrone Aguilus

Admin aid 3-Pasig City Hall
091518223055
Gerardo Payno Jr.

Lawyer-Payno’s Law firm
Karen Rose Dela Rosa

Performance Optimization-Brivity VA
09052437104
Kim R. Casiano
92
Ruperto A. Oliza
Block 33 Lot 68 Masikap St.
Bria Subd. Calamba Laguna
09665363239
olizaruffy@gmail.com
OBJECTIVEObjective--------------- -
Passionate to work in a Sales Executive position Bringing 8+ years of sales

experience with the ability to provide exceptional customer service. Known to
generate and retain customers to achieve the company’s sales targets.
Secondary Flores Institute 2006-2007
Elementary Malidong Elementary School 2002-2003
Date of Birth : March 10, 1991

Place of Birth : Pioduran Albay
Age : 30
Sex : Male
Languages /Dialects : English, Tagalog
JOB EXPERIENCES
SBT PHILIPPINES INC

Sales Executive
August 2016 Present
16th floor Tektite West Tower Ortigas Pasig
SITEL PHILLIPINES
Customer Service Representative
22nd Floor Wynsum Bldng, Ortigas Pasig City
2015 – 2016
93
ACHIEVEMENT
Global Student Entrepreneur Awards (GSEA)

Finalist
Nov 2021
Ruperto Oliza
94
Rosales, Rizza Mae M.

0351 Alonzo Subdivision, Brgy. Mangga-Cacutud,
Arayat, Pampanga, 2012
rizzanelle@gmail.com
0956-987-0790
OBJECTIVE---------------
To secure employment with a reputable company, where I can utilize my skills

and business studies background to the maximum.
Elementary: St. Therese Educational Private School 2003 - 2009

Secondary: City of Mandaluyong Science High School 2009 - 2012
Dominican College San Juan 2012 - 2013
Tertiary: Don Bosco Technical College 2013 - 2014
Rizal Technological University 2014 - 2016
Jose Rizal University 2016 – Present
Date of Birth : 19 June 1996

Place of Birth : Manila City, Metro Manila, Philippines
Age : 25
Sex : Female
Languages /Dialects : English, Tagalog
JOB EXPERIENCE
• Concentrix Philippines
Location: 8th to 11th Floor, SM Megamall (Bldg. C, Doña Julia Vargas
Ave, Mandaluyong, 1554 Metro Manila
Position: Consumer Engagement Consultant
Hired Date: March 2018 – December 2019
Position: Subject Matter Expert
Hired Date: January 2020 – May 2021
• TaskUs Philippines
Location: 5HHF+66Q, Clark Freeport, Mabalacat, Pampanga
Position: Chat Support Teammate
Hired Date: May 2021 - present
95
SEMINARS
• Marketing Me: Achieving the Best in You (2017)

University Auditorium, Jose Rizal University
• Cosmic Odyssey: Going Beyond Marketing Horizons (2018)

Philippine Junior Marketing Association
REFERENCES
Michelle Tangpos
Former Team Leader
Concentrix Philippines
+639477635547
To the best of my knowledge and belief, I hereby declare that the foregoing
information is accurate and correct.
Rizza Mae Rosales
96
Ruby Joy V. Samson

88IF Aglipay Street, Brgy. Poblacion, Mandaluyong City
0945-455-8526
rubyjoysamson@gmail.com
Primary Bolo Elementary School 2005 - 2011
Secondary Bauan Technical High school 2011 - 2015
Tertiary: Jose Rizal University 2015 – Present
Date of Birth : September 20, 1998

Place of Birth : Sta. Cruz, Manila
Age : 23
Sex : Female
Languages /Dialects : English/Tagalog
ORGANIZATION
Jose Rizal University Drummers
Member
2015 - 2019
Head Snarer
2019 - Present
JOB EXPERIENCE
Log International HR & Recruitment Agency Inc

Office Staff
September 2016 – April 2018
8th Floor Stanisco Tower, 999 Pedro Gil Street, Ermita, Manila
ACHIEVEMENT
• Digital Communication: Demand Skills and Career

Webinar, Jose Rizal University
November 10, 2021

Ruby Joy Samson
97
Zeng Yingying
Dehua County, Quanzhou City,
Fujian Province, China
18359514267
yingying.zeng@my.jru.edu
Primary: The Second Experimental Primary 2005-2011
School of Dehua County
Junior Highschool: The Fifth Middle School 2011-2014
of Dehua County,
Senior Highschool: The Three Middle School 2014-2017
of Dehua County
Tertiary: Jose Rizal University 2017-Present
Date of Birth : September 24, 1998

Place of Birth : China
Age : 23
Sex : Female
Citizenship : Chinese
Religion : Buddhism
Languages /Dialects : Chinese/English
JOB EXPERIENCE
Tangzhaishan Hot Spring Resort Hotel in Quanzhou

Personnel administration commissioner
2020
Private company in Quanzhou City
Financial officer.
2021

Yingying Zeng
98
ACKNOWLEDGMENT
This research proposal would not have been feasible without the advice,
supervision, collaboration, and involvement of the following individuals:
Despite the difficulties, the researchers are grateful to the Almighty God for
providing them with the courage and motivation, as well as the guidance, to carry
out their study plan.
To their parents, guardians, and friends, who have always guided and
provided wise words to push them to do their best in preparing this research, as
well as financial and emotional support.
To Sir Miller A. Mercado, their lecturer, and Dr. Lovelle Sison, their
corporate research, who served as a guide in meeting the criteria for the topic
business research and motivating them to finish the project on time. Towards the
researchers’ part of individual, who have put forth a lot of effort and time to ensure
that the study project is finished effectively and on time.
They are gratefully thank the individuals named above for contributing
commitment to the study's completion. They are delighted about this outstanding
performance. They want to thank everyone who has encouraged and helped them
with this study, as well as those who have given us a lot of understanding, patience,
and support.
J.C.A.B
K.R.C
R.A.O
R.M.M.R
R.J.V.S
Y.Z
99
DEDICATION
This research is dedicated to their loving parents and guardians, who have
been a source of inspiration and strength when they felt like giving up, and who
continue to support them morally, financially, and spiritually.
To all of their friends and classmates who contributed their knowledge and
suggestions to their research.
Finally, they dedicate this research to the Almighty God, who provided them
with strength and wisdom while they were working on it.
100

Sustainability of Pandayan Bookshop in New Normal An Assessment

Uploaded by

Copyright:

Available Formats

You might also like

Sustainability of Pandayan Bookshop in New Normal An Assessment

Uploaded by

Document Information

Original Description:

Original Title

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

Sustainability of Pandayan Bookshop in New Normal An Assessment

Uploaded by

Copyright:

Available Formats

The Sustainability of Pandayan Bookshop

Jose Rizal University

SUSTAINABILITY OF PANDAYAN BOOKSHOP IN NEW

A Research Submitted to the Faculty of the College of Business Administration

In Partial Fulfillment of the Requirements for the Degree of Bachelor of Science

in Business Administration Major in Marketing

2nd Semester, SY 2021-2022

The thesis/ dissertation, entitled: SUSTAINABILITY OF PANDAYAN

Dr. Lovelle Sison

Approved by the PANEL OF EXAMINERS on Oral Defense on April 26, 2022,

Prof. Miller A Mercado, MBA, MPA

Dr. Raul Rafael Ramos Dr. Madonna Siniguian

Accepted and approved in partial fulfillment of the requirements for the

Prof. Gloria H. Reyes Dr. Allan F. Galvez

John Carmel A. Bonde

Rizza Mae Rosales

Ruby Joy Samson

April 26, 2022

The main purpose of this study is to determine the sustainability of the

survey questionnaire consists of economical, publicity, cost-effective, facilities,

availability, and the second part consist of marketing sustainability, human

resources sustainability, economic sustainability, and operation sustainability,

respondents answered the survey questionnaire conducted. The researchers

the Pandayan Bookshop should maintain its customer-level satisfaction offers in

strongly agreed with Pandayan Bookshop's sustainability in the new normal in

terms of marketing, human resources, and operation sustainability. The

researchers concluded that Pandayan Bookshop is effective in promoting the

having a skeletal schedule and working from home.

Keywords: Sustainability, Bookshop, Employees, Customers, Pandemic, Business

Figure No. Pages

Figure 1.2 Input Process Output Model 24

projects, schoolwork, and office supplies from bookshops. The Pandayan

a website page to continue operating bookshops.

However, Cabochan (2020) described the new coronavirus infection as the

suspension. Because of the lengthy duration of the epidemic in the Philippines,

The researchers proposed this topic entitled: “Pandayan Bookshop

Sustainability in the New Normal: An Assessment” to show how the Pandayan

Bookshop would continue to operate in this new normal.

Background of the Study

A CVC Supermarket segment of school and office products was created

CAR, and NCR.

Pandayan has come under intense scrutiny as a result of the new

chain has ever faced, culminating in a six-week shutdown. There is no certainty

down for six weeks.

However, Pandayan wanted to develop its online channels and another

took part in the provinces, it started a spiral of conventional retail expansion; it

investigated cities in the field abroad. As a result of the COVID-19 pandemic, a

prolonged Luzon-wide enhanced community quarantine was implemented.

Pandayan Bookshop’s employees began making face shields as basic office

expand. It aspires to be a model for the development of a nation founded on

"Mabuting Pagpapakatao, Pakikipagkapwa-tao, and Pagkamakatao."

Pandayan is an experiment that illustrates how a firm may play a part in

store employees to community volunteers and self-sacrificing frontliners

throughout the epidemic. However, if a large number of administrators remained

impoverished by emphasizing front-line customer-facing professionals. As they

a scarcity of material and financial resources. If a customer requires an item that

and a profit-sharing system, as well as cooperatives that supplement employees'