Chapter IV

Research Methodology

Research Design

The research design utilized in this investigation is known as descriptive research. It is

utilized since its primary purpose is to investigate and analyze the current state of a problem.

According to Creswell (2014), "Research design are the specific technique engaged in the

research process: data collection, data analysis, and report writing." Creswell defines "research

design" as the "specific procedure involved in the research process." The analytical research

design was used for the study that is being presented here.

The research chose 300 respondents in Balagtas, Bulacan. To evaluate the consumer’s

satisfaction towards Shopee and Lazada in Balagtas, Bulacan.

The researcher was able to gather, analyze, and interpret data utilizing quantitative

research methodologies using this research design. Quantitative research aims to quantify data. It

seeks conclusive evidence based on large, representative samples and, in most cases, some type

of statistical analysis (Malhotra, 2009)

Instrumentation

The instrument of the study was questionnaire using Google Form. It is split into two

parts. Section A comprises the name (optional), and address specifically the barangay where the

respondents where live. And Section B contains the questions related to consumer’s satisfactions.
Population and Locale of the Study

The respondents in this study were consumers who wanted to make purchases in the

Balagtas environment online. There are nine districts in Balagtas Bulacan, and researchers

gathered information from each of them: Borol 1st, Borol 2nd, Dalig, Longos, Panginay, Pulong

Gubat, San Juan, Santol, and Wawa.

The researchers personally went to each location, gathered consumers, and asked who

any internet had ever done purchasing before giving those consumers questionnaires. In nine

districts, 300 21 questionnaires were distributed using the personally administered method. The

researchers applied the convenience sampling strategy in this investigation.

There are various levels of sample size, such as less than 50 respondents being

considered as a weaker sample, between 50 to 75 respondents being considered as a weak

sample, 100 respondents being considered as an adequate sample size, 150 respondents being

considered as a good sample, 200 respondents being very good, and 500 respondents being

considered as excellent. Hence, 300 respondents were chosen which is seen to be a very good

sample size.

Data Gathering Procedure

The researcher uses Google forms for questionnaires. It served as the sole data gathering

instrument for this study. This owns to the fact that the instrument can be administered faster

than an interview.
 The questionnaire includes the barangay respondents as well as a series of questions

concerning the participants' perceptions of the consumers’ satisfaction of Lazada and Shopee in

Balagtas, Bulacan.

The survey distributes to 300 respondents in nine districts of Balagtas, Bulacan. The

questionnaire had close-ended questions and rank ordering scale; close-ended questions give

respondents with a list of possible responses from which they can select the one that best fits

their decision and also with rank ordering scale which 1st is the highest rank while 17th or 7th is

the lowest.

As a result, the questionnaire would facilitate the gathering of quantitative data. In

addition to self-administration, the researcher would oversee the instruments.

Chapter VI

Conclusions and Recommendations

This chapter presents the summary, conclusions, and recommendations that are relative to

the goal of the study being done.

Summary

The main objective of this study is to see the consumers satisfaction towards Shopee and

Lazada in Balagtas, Bulacan.

The questionnaire was used to examine the elements contributing to the customer

satisfaction towards Lazada and Shopee, and the answers of the respondents were evaluated

using frequency and percentage distributions.

 As shown by Table 1, Borol 1st is the most consumer of applications related to online

shopping. The information shown in Table 2 details the products that buyers in Balagtas, Bulacan

choose most often while using an online shopping application to make their purchases. It

indicates that Shopee was the online shopping site that people liked the least in comparison to

Lazada and other emerging online shopping platforms. It also suggests that a customer may

spend a maximum of two to four hours purchasing a product since the application for the online

shopping market is cost-effective, convenient, and easy to use.

Table 10 demonstrates which customer demands and desires are the most important for

online shopping. It demonstrates that the internet market can meet the majority of customers'

demands, from desires to necessities. In addition, the majority of customers are dissatisfied with

the delivery time owing to exceeding delivery days that create delays. It also illustrates the

responsibility of vendors to interact with their individual consumers.

Conclusion

Based on the survey conduct, the researchers found out that the most of Balagtaseño e-

commerce users are satisfied through some factors. These factors that satisfied the consumers of

Balagtas are through the system quality, savings, mode of payment, product replacements and

categories that included 34 in the online shopping application. While in the other hand,

consumers are had dissatisfaction through the delivery services because of the delays they

experience, and mostly the product quality that not always met their expectations.

The reality of purchasing on an internet platform is that product quality is not always as

promised. According to the collected statistics, customer happiness is influenced by what they

anticipate and get.

Recommendations

E-commerce is useful because it makes it easy for people to talk to each other and do their

shopping quickly. E-commerce channels can make changes to the number of products, payment

methods, delivery methods, and return policies as quickly and easily as possible to meet the

psychological needs of customers. These needs include convenience, comfort, and saving time. •

 Free shipping is another attractive feature that E-commerce sites can use to bring in

customers. Also, when consumers can save money by doing business over the internet,

one of the most important things that affects their decision to buy is that e-commerce

channels usually support price. Online shopping sites like Lazada, Shopee, as well as

other sites, may continue to use price as an attractive offer to try to convince customers

that their price is the best. Companies can think about how much money they can make

by lowering prices to compete with competitors. This can help them come up with

attractive pricing strategies or promotions.

At the moment, there are three great online shopping channels like Lazada, Shopee, that are

known for big promotions that attract a lot of customers. Other e-commerce channels can learn

from them and have good strategies by paying attention to the programs that are launched on the

market.

 When putting information on their website, e-commerce channels should be clear about

how customers can get in touch with them and how they can buy the product. It's also

important to give correct information about products because that affects the reputation of

the trade channel. 35 Both the information about the product and its quality should match

what customers get. Also, if there are disagreements with customers about the quality of
 products, services, transportation, etc., online shopping channels should work to resolve

them quickly, fairly, and in public. This will give customers a good impression, show

them that their needs and opinions are being heard, and strengthen their trust and loyalty.

When customers trust the quality of an e-commerce channel or a company, they are more

likely to buy from that channel or company again.

This is what business owners always try to do: keep customers and make them loyal,

because paying for marketing costs is always more expensive for a new customer than for an

old one.