SATISFACTION ON ONLINE SHOPPING TRANSACTION AMONG CITIZENS

IN DAVAO CITY

Fatima Jean Bueno, Axl Mie Campomanes, Patricia Diaz, Carla May Dodo,
Diane Miedes, Guilia Hanella Minoza, Rhiz Shanen Navacilla,
Dasshelle Omas-as, Charlyn Pasoluhan, Eliza Jackiellyne Sagpang,
Alyssa Samosino and Mary Angel Serna

INTRODUCTION
Background of the Study

Coping in a fast-paced society in the aspect of technological advancement

requires online shopping sites to utilize various marketing strategies. The online
marketplace continues to develop through employing flash deals, vouchers, and promo
codes to entice consumers to avail. However, it has is observed that the online revolution
has overlooked instances on the different aspects that may affect customer satisfaction.
Consumers found that frequently, products availed do not meet their expectations set
from the description and prices. More often than not, the stance of the users draws that
the quality of the transaction is deficient if it encounters a delay in delivery or defects in
product quality. This discrepancy might dismay clients and result in consumer
dissatisfaction. With these observations, the researchers see a research gap as to what
aspects of an online shopping site will focus on improvement in customer satisfaction.

Reported in India, Vishnoi (2019) argues that the absurd rate of constant growth in
e-commerce emerged market crowds of small and big competitors in Asian countries, and
necessitated these online marketplaces to eradicate circumstances that decline the
buyers’ motivation. Ismail (2015) mentioned that Singapore experienced growth in e-
commerce for the past four years, but still conclude that customers still demand flexibility
shopping experience. Some online shoppers say that free shipping is critical to make the
purchase, and it is more convenient for them to discover products based on their
preferences. As reported by Valdez (2018), the expanding industry of e-commerce has
ignored these minimal aspects of issues that impact customers’ product reviews such as
damaged products, and security. These are a few of the problems emphasized by the
article that commonly result in consumers not recommending the site.

Moreover, Desiderio (2019) reported the recent controversy of an online shopping

site in Manila about a company who allegedly violated the Consumer Act of the
Philippines. The complaints and aggrieved parties ensued disappointment and distress to
the users, resulting in these users to take a hiatus from online shopping in the company
after the dispute. More so, Rivera (2019) argued that Filipino customers still insist on
buying items online with cash on delivery, because there is a little chance of being
scammed such as buying expensive products online and getting rocks or crumpled
newspapers inside.

Furthermore, a concern raised from the local area of Davao City customers
indicated that courier did not follow the said remarks, and the seller did not write the
additional notes on the parcel having the outcome of the seller, courier, and the customer
conflict. This communication mishap proves that the other parties relevant to the services
given by the company can impact customer satisfaction and online marketplace review
(Serebo, 2018). According to Larotsap and Remoto (2018), the courier tapped by the
seller and the buyer, approved by the online company, plays a vital role in meeting the
clients’ expectations in terms of speedy transactions. More of the problems of online
shopping that occur within local areas involve the courier not adhering to the schedule of
sending or shipping.

Statement of the Problem

This study entitled, “Customer Satisfaction on Online Shopping Transaction in

Davao City” will determine the level of customer satisfaction among the citizens of
Davao City. Moreover, it attempted to measure whether there is a significant
difference in the level of customer satisfaction among the citizens when grouped
according to age, sex, achieved status, and monthly income/allowance.
Specifically, this will answer the following questions:

1. What is the demographic profile of the respondents in terms of age,

sex, achieved status, and monthly allowance or salary?
2. What is the level of satisfaction on online shopping transaction in terms
of product quality, delivery and logistics, modes of payment, return and
guarantee policies, and security?
3. Is there a significant difference in the level of satisfaction on online
shopping transactions when grouped according to age, sex achieved
status and monthly allowance or salary?
Conceptual Framework

Independent Variable Dependent Variable

Level of Customers’
Profile of the Respondents: Satisfaction on Online
Shopping Transaction:
Age Product Quality
Sex Delivery and Logistics
Achieved Status Modes of Payment
Return and Guarantee Policies
Security

Figure 1. Conceptual Framework of the Study

Business organizations are operating with technological change. Online

shopping is a tactic for better marketing performance, and retailers are using
strategies in this platform to meet the demands of the online shoppers through
studying online consumer's behavior and attitude (Essays,2018). Consequently,
this research follows a structure governed by the cause and effect variables.

The relationship between variables is indirect. Therefore, the respondents

who are the citizens is the cause since they are the one who consumes the
product. The demographic profile of the respondents is age, sex and achieved
status will be the basis of the identity of each citizen, and the researchers cannot
manipulate this. Due to the exertion of purchasing, citizens would generate such
behavior if they are satisfied with the product quality, delivery and logistics,
modes of payment, return and guarantee policies, and security.

The online clients consider several factors, precisely product quality,

delivery and logistics, modes of payment, return and guarantee policies and
security factors are considered (Mittal,2017). These influences are the
determined indicators used in this research in the costumer's satisfaction in online
shopping. Product quality is concerning about the totality of the item's packaging
and durability itself. Delivery and logistics refer to how fast or slow is the shipping
service. Mode of payments denotes the methods of how a customer can pay the
product purchased. Also, return and guarantee policies concerns the process of
returning the product in an online shopping company if it encounters defects or
issues. Security is on how they protect their customer's data.
Theoretical Framework

This research used the Theory of Buyer Behavior by Howard and Sheth
(1969), which explains the buying behavior of individuals over some time, and an
attempt to explain the brand choice decisions of the buyer. They suggested that
consumers’ decision making varies according to the strength of the attitude
towards the brands. If consumers do not have healthy attitudes, they will be
engaged in Extended Problem Solving and actively seek a piece of information to
maximize brand obscurity. In such an instance, consumers will undertake
prolonged deliberation before deciding which product to purchase or to make any
purchase. As the product becomes more familiar to the consumer, the processes
will be undertaken less conscientiously as the consumer undertakes.
 
The theory of Buyer Behavior inclines with the conducted study since the
research is concerned about the customers’ satisfaction with the product. The
same way it was expressed in the theory that online shoppers have certain
factors to consider when buying a product online. This theory also explains how
an active attitude towards the brands affect the buyer’s decision in shopping
online and how they are going to decide what to buy if they do not have strong
knowledge about the product. Hence, the attitude and norms are the factors that
can be the reason for an increase of satisfied online shoppers on the products
that they receive. This theory can be used in the study since it helps the
researchers to determine what are the preferences of the online shoppers in
terms of the products brand quality. The researchers can also identify what are in
those brands that influence online shoppers to choose and purchase it than other
brands.
 METHODS

Research Design

The type of research used in this study is Quantitative Research. The goal
of quantitative research is to determine the relationship between one issue and
another in a population (Hopkins, 2008). The objective of this study will be
achieved with the use of descriptive – comparative research design. As defined
by Leedy and Ormrod (2001), descriptive research entails the characteristics of
an observed phenomenon. Gay (1987) further discussed that descriptive
research design includes gathering data through information reviews,
observation, or surveys. Richardson (2018) stated that comparative research
compares two groups in an aim to formulate a conclusion and is used to attempt
to distinguish similarities and differences between groups; and these studies are
often cross-national, comparing two separate groups. According to Zikmund
(2003), the method of descriptive – comparative research design can help to
obtain the precise information and could provide an opportunity for gathering
feedback on the respondents’ satisfaction on online shopping transactions.

This descriptive - comparative research design in this study collected data

related to the answers of the citizens in Davao City on their satisfaction in online
shopping transactions. This research design is appropriate since there will be a
comparison between the variables which are the profile of the respondents and
the level of customers’ satisfaction on online shopping transaction as per product
quality, delivery and logistics, modes of payment, return and guarantee policies,
and security. Comparisons between the independent variable and dependent
variable are made, and the results will be analyzed and describe to accomplish
the study.

In general, the collection of data needed is through polls, questionnaires,

and surveys. The descriptive – comparative research design in this study aims to
measure whether there is a significant difference between the profile of
respondents and the level of customers’ satisfaction on online shopping
transactions.
Research Locale

Davao City is a vastly urbanized city in the southeastern Mindanao island in the
Philippines. The city is the third-largest city in the Philippines in terms of the land area
having 943.48 square miles. It is also one of the populated cities in the country, and the
most populated in Mindanao (The Editors of Encyclopaedia Britannica, 2013).

Location A is located in the downtown area of Davao City Philippines. It has

247,060 square meters and a total area of 300,000 square meters. It is a strolling place
for people since it had shopping, dining, and entertainment areas.

Consequently, Location B is located in District 2, Davao City, which opened on

October 19, 2018. People usually drop by this place, because it includes a wide array of
choices in concept stores, consumables, and service areas.

Finally, Location C is located in J.P. Laurel Avenue, Bajada, Davao City. It is a

catholic school in Davao City composed of Kinder, Grade School, Junior High School,
and Senior High School students, staff and administrators.

Urban areas fit the location for the data gathering since it has better access to
the internet. The scope of this research is within Davao City only, specifically in places
that are usually people drop by for personal purposes and belonged to an institution.
These places had many people that the researchers found their respondents in this
research.

Figure 2. Map of the Philippines

Research Respondents

This study focused on a population of 400 citizens who lived in Davao

City, Philippines. The respondents has been chosen by using the random
sampling. The researchers’ target respondents in conducting the survey are the
citizens who lived in the area of Davao City, Philippines and the citizens who are
using an e-commerce online shopping platform between the ages of 15 to 50
years old and without considering whether they are students, workers,
unemployed or employed citizens. Furthermore, the exclusion of this research
are those people who do not have an online shopping application or those who
do not engage in online shopping. The citizens in Davao City, Philippines who
are using the online shopping sites are capable to be the respondents since they
are the primary subject of this study and since they already have a background in
using the said sites and being knowledgeable enough in terms of answering the
survey questions.

Research Instrument

This study utilized two adapted research questionnaires having two parts.
The first part measured the profile section of the respondents, which includes
age, sex, achieved status, and monthly allowance. The second part measured
the level of customers’ satisfaction in terms of product quality, delivery and
logistics, modes of payment, return and guarantee policies, and security. The
survey is a thirty (30) item instrument that consists of six (6) measures for
product quality, six (6) for delivery and logistics, six (6) for modes of payment, six
(6) for return and guarantee policies, and six (6) for security. These items will be
answered using the 4-point Likert scale. For the interpreted result, the subject
used will be the range interval for computation after the analysis and
interpretation of the gathered data.

Customers’ Satisfaction on Online Shopping Transactions

among Citizens in Davao City

Rating Range Interval Rating Description Interpretation

The situation is consistently

4 3.26 – 4.00 Very High
experienced by the citizens.
The situation is frequently
3 2.51 – 3.25 High
experienced by the citizens.
The situation is rarely
2 1.76 – 2.50 Low
experienced by the citizens.
The situation is
1 1.00 – 1.75 Very Low inexperienced by the
citizens
 Overall, the survey instrument that was utilized in this study has two parts.
The first part is the item which measures the profile of the respondents, and the
second part contains items for customers’ agreeability on online shopping
transactions. Moreover, the two instruments were validated by experts, and has
been pilot tested to ensure the high internal consistency of each item in the
questionnaire.

Cronbach's alpha Internal consistency

0.9 ≤ α Excellent
0.8 ≤ α < 0.9 Good
0.7 ≤ α < 0.8 Acceptable
0.6 ≤ α < 0.7 Questionable
0.5 ≤ α < 0.6 Poor
α < 0.5 Unacceptable

The survey questionnaire was validated through reliability testing and it

resulted to a Cronbach Alpha of 0.914 with 30 items. This indicates excellent
internal consistency of each item in the questionnaire based on George, D., &
Mallery, P. (2003) SPSS for Windows step by step: A simple guide and
reference.

Data Gathering Procedure

As quantitative data is in the form of numbers, mathematical and statistical

analysis of these numbers leads to establishing some conclusive results. The
quantitative data gathering method used is through assorting survey
questionnaires. A comprehensive survey was distributed to the respondents that
are chosen by the researchers and agreed to participate in the study. The
chosen respondents who have given the surveys should already have the
experience of purchasing goods from different online shopping. Respondents
were voluntary and uncoerced. Therefore, they were not obtained, compelled,
and achieved by threat or force. Respondents was assured that their individual
responses was treated as confidential. In this data gathering procedure, there are
several steps that will be an attempt in collecting the data to provide an answer to
the query of this study. The researchers have designed the following steps,
which are chronologically arranged to ensure a proper and systematic manner of
collecting data.

Asking for Approval. The researchers wrote a requisition letter that was
addressed to the Basic Education Department Principal, asking for authorization
that the study have been approved for its conduct within the city.
 Formulating Survey Questions. The researchers contrived relevant
questions for every determined indicator which assisted them in affirming the
results of the study.

Validating Survey Questions. The researchers casted the clarification

and consultation with their research teacher with regards to their formulated
questions for verification purposes. After, the researchers have finalized their
survey questionnaire which was subjected to printing for the reliability or pilot
testing. The reliability or pilot testing involved the giving of 30 questionnaires to
the respondents not coming from the total number of respondents required for
the study.

Distribution of Consent and Survey Forms. To formally ask permission

to the respondents, the researchers gave the respondents the consent assent,
consent and informed consent forms. The papers informed the respondents of
their involvement in this research. On the other hand, the survey forms have
been distributed to the chosen respondents in the location. Before performing the
survey, the researchers asked first permission to a person that was chosen as
the respondent of the study.

Gathering of Data. The researchers collected the survey forms after the
respondents answered the given questionnaire.

Analysis of Data. The researchers analyzed the findings, based on the

results of the collected data that comes from the survey.

Drawing Out Conclusions. The researchers came up with conclusions

based on the created proposition of the study.

 
Statistical Tools

In this study, the following statistical tools were utilized to interpret and
analyze the data gathered:

Mean. In terms of product quality, delivery and logistics, modes of

payment, return and guarantee policies, and security, the researchers used the
mean score to define the satisfaction on online shopping transactions.

The study employed t-test and Analysis of Variance (ANOVA). The

researchers used this statistical tool to determine whether there was a significant
difference in the level of satisfaction on online shopping transactions when
grouped according to age and sex. Moreover, the researchers utilized ANOVA to
measure several levels of variables and compare each result. In this research,
the variables measured through ANOVA were achieved status and monthly
allowance or salary.

Ethical Consideration

In this study, the researchers followed the ethical consideration to prevent

any damage that may affect the respondents' physical, social, psychological, and
economic risk. Through the given guidelines, the researchers would explain the
following:
 
Informed Consent. Research ethics foundation composed the idea of
informed consent it means that the respondents should know that they are part of
the research and that the research demands to the respondents. Necessary
information like the purpose of the research, methods done, and expected
outcomes will be shared to the respondent (Nijhawan et al., 2013). From the
research process, when a respondent decides to draw, they may not be stressed
or required in any way to attempt and stop them from withdrawal. The
researchers shall notify respondents that they have the right to cancel the
collection of data at any time (Tektai, 2019). The respondents will be given
consent forms, assent forms, and informed consent forms and are requested to
affix their signatures in order for them to be aware of the terms that are set by the
researchers.
 
The Vulnerability of the Respondents. Thoroughly justified and
procedures in the study to protect participants. In the completion of the study, it
helps the participants to obtain unbiased information and helps them to cope with
any distress or discomfort felt during the research. Deception in the research is
not appropriate and takes advantage of the trust and implicit obedience given by
the participants to the researcher (Go, 2010). When participants volunteer to
participate, their dignity must be maintained and should not take for granted.
 
Privacy and Confidentiality of Information. Privacy and confidentiality
are also the foundations in conducting research, in gathering the required data,
the researchers will maintain its confidentiality in the conducted research. With
this, it could ensure the safety of our respondents that may help them to provide
the needed data without thinking of any harm (Crow and Wiles, 2008).
 
Risks, Benefits, and Safety. As the field of research establishes a
community that is sensitive to the human subject, a specific aspect of concern
has been the potential harm in asking individuals regarding the matter. Other
psychological risks are considered, such as guilt, frustration, embarrassment,
and inconvenience. Consecutively, the researchers assure the respondents that
they can benefit from the survey research when addressed and recommended
with solutions. These benefits include the chances of discoursing the problem,
feelings of well-being, and the potential of helping the subject (Sieber, 2000).
     
 Qualification of the Researcher. The researchers should be responsible
for ensuring that the respondent's identity is anonymous and assuring that the
data used in the study. Safety and respect include in the qualities that the
researchers possess. The researchers must consider the values and appreciate
the efforts of the respondents in answering the questionnaire, and also guarantee
that the data will not harm the respondents and all the questions are related to
the study that the researchers will be conducting (National Research Council and
Institute of Medicine, 2005) 
 
 
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 University of the Immaculate Conception
Basic Education Department
SENIOR HIGH SCHOOL UNIT
J. P. Laurel Avenue, Bajada, Davao City, Philippines

August 20, 2019

 
 
S. MARIA MERLITA B. SABATE, RVM
Basic Education Principal
University of the Immaculate Conception
J. P. Laurel Avenue, Bajada, Davao City
           
Dear Sister Sabate;
 
Praised be Jesus and Mary!
 
We, the Grade 12 Senior High School students of the University of the Immaculate Conception,
are currently writing our research as one of the performance tasks for the first semester in the
subject Practical Research 2: Quantitative. With that, we are working on a study entitled
“Satisfaction on Online Shopping Transactions among Citizens in Davao City.” This study
will determine the level of customer satisfaction among the citizens of Davao City. Moreover, it
attempted to measure whether there is a significant difference in the level of customer satisfaction
among the citizens when grouped according to age, sex, achieved status, and monthly
income/allowance.
 
In line with this, we would like to ask for the permission of your office for us to conduct the study.
For the completion of this research, we are going to conduct a survey through giving
questionnaires to our respondents about the level of their satisfaction on Online Shopping
Transaction in terms of product quality, delivery and logistics, modes of payments, return and
guarantee policy, and security. Results will benefit the respondents when their concerns to
address the different Online shopping entities' problems. Specifically, we will administer the
collection of the data in Davao City, particularly in Buhangin and J.P Laurel Avenue, Bajada. We,
as a research team, will be accompanied by Ms. Norayn D. Lintangi, aunt of Fatima Jean L.
Bueno, a member of this research team, with contact number 09129898775. Rest assured that
the data will be at utmost confidentiality, and we assure you of our compliance to the rules set.
 
We are hoping for your positive response regarding this request.

Respectfully yours,

ALYSSA C. SAMOSINO
Research Representative

Noted by:

MR. FRANCIS KENNETH D. CANONO

Practical Research 2 Teacher

Approved by:

S. MARIA MERLITA B. SABATE, RVM

BED Principal
 SURVEY QUESTIONNAIRE FOR RESPONDENTS

To the respondents,

This study entitled, “Customer Agreeability on Online Shopping

Transaction in Davao City”. This study will determine the level of customer
satisfaction among the citizens of Davao City. Moreover, it attempts to measure
whether there is a significant difference in the level of customer satisfaction
among the citizens when grouped according to age, sex, achieved status, and
monthly income/allowance.
Respectfully yours,
The researchers

Age: __ Sex: __ Achieved Status: Employed Unemployed

0
Monthly Income/Allowance: P 1000-P3 000 P4 000-P6 000 P7 000 & above

General Instructions: Kindly fill in the blanks with the necessary information. On
the statements below, check the appropriate box that corresponds to your
answer on the given rating below.

Mode of Transaction Online: Lazada Shopee Facebook

Zalora Instagram
Rating:

4 – Strongly Agree 3 – Agree 2 – Disagree 1 – Strongly Disagree

Statements:

I. Product Quality 4 3 2 1
1. I like the quality of the products I purchased.
2. The information obtained through online shopping is
consistent with the quality of the product.
3. The quality of the product was ensured while
purchased online.
4. I believe that the products I purchased is made of high
quality materials
5. The products I received were what I expected.
6. I am satisfied with the packaging that preserved the
quality of the product.

II. Delivery and Logistics 4 3 2 1

1. I like the delivery and logistic services of the online
shopping entity.
2. The entity resolves complaints within 24 hours.
3. The delivery crew is friendly.
4. The items arrived were not damaged.
5. The speed of the delivery is commendable.
6. The courier provides terms and conditions.

III. Modes of Payments 4 3 2 1

1. The quality of the modes of payment is reasonable for
the amount price.
2. I am well introduced of card payment features.
3. I am well oriented of the cash-on-delivery payment.
4. The procedure for the transaction is easy to access.
5. Different payment options are stated clearly.
6. I am satisfied of the different modes of payment offered
by the online shopping entity.

IV. Return and Guarantee Policy 4 3 2 1

1. The online shopping entities keep their promised return
conditions.
2. I am fully aware of the return and guarantee policy held
by the company.
3. There is a fast delivery in returning or refunding the
items or products.
4. The return policy is reasonable.
5. I am satisfied of the Return and Guarantee Policy
implemented by the online shopping entity.
6. The online shop provides trustworthy return
information.

V. Security 4 3 2 1
1. Registration process details are retained securely.
2. The privacy policy is accessible to every consumer.
3. The online shopping entity guarantees security
measures for the account information.
4. The entity provides term and conditions upon signing
up on the website or application.
5. The online entity validates the account of the user.
6. I am satisfied with the security guidelines implemented.
University of the Immaculate Conception
Basic Education Department
SENIOR HIGH SCHOOL UNIT
J. P. Laurel Avenue, Bajada, Davao City, Philippines
 INFORMED CONSENT

Informed Consent Form for: Satisfaction on Online Shopping Transaction Among Citizens in
Davao City

Name of the Researcher(s): Fatima Jean Bueno, Axl Mie Campomanes, Patricia Diaz,
Carla May Dodo, Diane Miedes, Guilia Hanella Minoza, Rhiz
Shanen Navacilla, Catherine Dasshelle Omas-as, Charlyn
Pasoluhan, Eliza Jackiellyne Sagpang, Alyssa Samosino and
Mary Angel Serna

Institution: University of the Immaculate Conception

INTRODUCTION

You are invited to participate in a research study conducted by Fatima Jean Bueno, Axl Mie
Campomanes, Patricia Diaz, Carla May Dodo, Diane Miedes, Guilia Hanella Minoza, Rhiz
Shanen Navacilla, Catherine Dasshelle Omas-as, Charlyn Pasoluhan, Eliza Jackiellyne
Sagpang, Alyssa Samosino and Mary Angel Serna, at the University of the Immaculate
Conception, because you fit the inclusion criteria for informant of my study.

Your participation is completely voluntary. Please read the information below, and ask
questions about anything you do not understand, before deciding whether to participate.
Please take as much time as you need to read the consent form. You may also decide to
discuss participation with your family or friends.

If you decide to participate, you will be asked to sign this form. You will be given a copy of this
form.

PURPOSE OF THE STUDY

This study aims to determine whether there is a significant difference in the level of customer
satisfaction among the citizens

STUDY PROCEDURES
If you volunteer to participate in this study, you will be asked to participate by answering the
survey questionnaire which you can finish in more or less 30 minutes.

POTENTIAL RISKS AND DISCOMFORTS

You may feel discomfort during the course of the survey because you may find the question/s
sensitive. You may opt not to answer the statements which make you feel any psychological
or emotional distress or you can withdraw as a participant of the study if you feel that you
cannot discuss the information that is asked of you. The researcher value your participation
and will place your welfare as their highest priority during the course of the study.

POTENTIAL BENEFITS TO PARTICIPANTS AND/OR TO SOCIETY

This study can generate relevant information which can be useful to consumers. The results,
discussions, and findings from this study can spark evidence-based information which can be
used by online business entities in terms of providing customer opinions in the form of
survey. The data are helpful information that can be used by the entity to adjust their
operations to accord to the customers’ needs.

This research can contribute to the few and scanty studies on customer satisfaction among
the citizens which is set to determine the level of customer satisfaction among the citizens in
Davao City. With this study as a reference material, it helps the entity in making business
decisions and increase customer retention. Thus, this research will be helpful to these
entities as it helps in maintaining a good relationship to the clients to boost their loyalty and
result to a stable financial performance. Moreover, this study promotes media freedom
through voicing out of comments and ratings from the customers. Similarly, we see the data
gathered to be necessary for the anticipating researchers on this matter concerning the ideas
that may be important to their future research endeavours.

CONFIDENTIALITY
Any identifiable information obtained in connection with this study will remain confidential,
except if necessary to protect your rights or welfare. This certificate means that the
researcher can resist the release of information about your participation to people who are
not connected with the study. When the results of the research are published or discussed in
conferences, no identifiable information will be used.

PARTICIPATION AND WITHDRAWAL

Your participation is voluntary. Your refusal to participate will involve no penalty or loss of
benefits to which you are otherwise entitled. You may withdraw your consent at any time and
discontinue participation without penalty. You are not waiving any legal claims, rights or
remedies because of your participation in this research study.

INVESTIGATOR’S CONTACT INFORMATION

If you have any questions or concerns about the research, please feel free to contact the
researcher at the University of the Immaculate Conception, Bajada, Davao City through
telephone number 300-2970 or mobile phone number 0933-812-3401 or through email at
[email protected]; or if you need to see him, he can be located at the Our Lady of
Peace Building), University of the Immaculate Conception, Bajada, Davao City.

RIGHTS OF RESEARCH RESPONDENTS

If you have questions, concerns, or complaints about your right as a research participant or
the research in general and are unable to contact the research team, or if you want to talk to
someone independent of the research team, please contact the University of the Immaculate
Conception at 222-23-20 local 353.

RESEARCH RESPONDENT’S CONSENT

I have read the information provided above. I have been given a chance to ask
questions. My questions have been answered to my satisfaction, and I agree to
participate in this study. I have been given a copy of this form. I can withdraw my
consent at any time and discontinue participation without penalty.

______________________________________ _____________________
Signature above Printed Name of Participant Date Signed

To be accomplished by the Researcher Obtaining Consent:

I have explained the research to the participant and answered all of his/her questions. I
believe that he/she understands the information described in this document and freely
consents to participate.

______________________________ __________________
Name of Person Obtaining Consent Date Signed
University of the Immaculate Conception
Basic Education Department
SENIOR HIGH SCHOOL UNIT
J. P. Laurel Avenue, Bajada, Davao City, Philippines
 CONSENT FORM

Title of the Research: Satisfaction on Online Shopping Transaction among

Citizens in Davao City

Researchers: Fatima Jean Bueno, Axl Mie Campomanes, Patricia

Diaz, Carla May Dodo, Diane Miedes, Guilia Hanelle
Minoza, Rhiz Shanen Navacilla, Dasshelle Omas-a,
Charlyn Pasoluhan, Eliza Jackiellyne Sagpang,

Alyssa Samosino and Mary Angel Serna

You are being asked permission for your child to participate in this conducted study entitled
Satisfaction on Online Shopping transaction among citizens in Davao City. For you to be able to
make an informed decision whether you want your child to participate in this conducted study,
you should understand first what the study is all about, as well as the possible risks and benefits
of this study. This process is known as informed consent. This form describes the purpose,
procedures, possible benefits, and risks of the study. It also explains how your child’s personal
information will be used and protected. Once you have read this form and your questions about
the study are answered, you will be asked to sign it for verification. This will allow your child’s
participation in this study. You should receive a copy of this document to take with you.

Explanation of Study

This research studies the satisfaction on online shopping transaction among citizens in Davao
City that aims to give information of what online shopping transaction is very popular and mostly
used by the people nowadays. We would like to conduct a survey in order to determine how
satisfied the respondents in using the online shopping applications. If you allow your child to
answer our survey questionnaire, they would encounter a questions such as how satisfied they
are by the quality of the products; how fast the delivery; if the procedure of paying for the goods is
easy to manipulate; if they are satisfied for the return and guarantee policy and the security of the
products, they are also required to include their monthly allowance as well as their age, thus, they
will answer the survey by checking the box under the numbers that is appropriate to their ratings.

Your child should not participate in this study if:

• He or she does not have any experiences of online shopping transactions.

• He/she is unwilling to take part in the study.

Your child's participation in the study will last for a minimum of 1 minute and a maximum
of 2 minutes to answer the survey questionnaires. We will solely distribute the questionnaires
during your child's vacant time.

Risks and Discomforts

Risks or discomforts that your child might experience are:

 The respondent may feel too bombarded of the questions provided by the survey
questionnaire or may have difficulty in recalling their experiences in online
transaction.

Benefits

The ratings extracted from the respondents are of great importance to the online business
industry owing to the fact that this study may formulate a system to aid in improving the quality
online shopping transactions.

Independently, this paper will be of huge assistance to the online shopping entities as it can be a
venue to assess their operations to which areas are to improve and/or maintain specifically on
their product quality, delivery and logistics, modes of payment, return and guarantee policies, and
security.

Confidentiality and Records

The participants answers will be safe by keeping their identity private and following the ethical
considerations that was set by the researchers of the study.

Compensation

No compensation will be provided.

_____________________________________________________________________________

By signing below, you are agreeing that:

 You have read this consent form and have been given the opportunity to ask questions
and have them answered.
 You have been informed of potential risks to your children and they have been explained
to your satisfaction.
 You are 18 years of age or older.
 Your child’s participation in this research is completely voluntary.
 Your child may leave the study anytime. If your child decides to stop participating in the
study, there will be no penalty to your child and he/she will not loose any benefits to
which he/she is otherwise entitled.

Parent Signature______________________ Date__________

Printed Name_________________________
Child’s Name_________________________
 University of the Immaculate Conception
Basic Education Department
SENIOR HIGH SCHOOL UNIT
J. P. Laurel Avenue, Bajada, Davao City, Philippines

Assent Form for 15 to 18 years old (English Version)

Proponents: Fatima Jean Bueno, Axl Mie Campomanes, Patricia Diaz,

Carla May Dodo, Diane Miedes, Guilia Hanella Minoza, Rhiz
Shanen Navacilla, Dasshelle Omas-as, Charlyn Pasoluhan,
Eliza Jackiellyne Sagpang, Alyssa Samosino and Mary
Angel Serna
Title of the Research: Satisfaction on Online Shopping Transaction among
citizens in Davao City

Information to participants
In the Philippines, Filipinos are using their mobile phones to purchase items overseas or
in the Philippines. According to Pedroso (2015), many of the Filipinos are satisfied in online
shopping because it is convenient, fun and easy. And also there are some respondents are not
satisfied in online shopping because of the delivery delay, product quality and etc. Our research
would like to demonstrate understanding on the accounts and experiences of the citizens in
Davao City regarding this matter.

Assent form
For the students: I am being asked to decide if I want to be in this study.
I know that if I were to be in this study,
 l will first be oriented regarding the purpose and aims of the study and reassured of the
confidentiality of my identity.
 Any questions l have in mind regarding the study will be entertained and answered
truthfully.
 l will be asked questions that encompass my experiences on the teaching methods used
by the UIC Senior High School faculty.
 l may leave the study anytime. If l decided to stop participating in the study, there will be
no penalty to myself and l will not lose any benefits to which l am otherwise entitled.

I want to be in the study at this time.

Child’s Printed Name: _________________________ Date: _____________

Child’s Signature: _______________________