ABM 11 - G2 Practical Research

STUDENT RESEARCH
ST. ANTHONY MONTESSORI

Senior High School Department
ONLINE BUSINESS: AN ASSESSMENT OF ITS IMPLICATION

TO THE CUSTOMER SATISFACTION
IN SAN JOSE, BATANGAS
Jhayra Mae Cornejo | Angel Rose L. De Torres | Ma. Kiana Alyssa B. Marasigan |
John Benedict MI Mendoza | Frecious Joyce P. Vilda
Abstract All businesses are unable to operate when the pandemic begins. The
economy has been in jeopardy, and not sure how to be able to
recover, but with the support of entrepreneurs' creative minds,
embracing a new business strategy in our economy: online business
is easy. The necessity of an online business and how it will affect the
satisfaction of consumers in San Jose, Batangas is the theme.
According to Pratt (2019), E-business (electronic business), often
known as an online business, is the activity of doing commercial
procedures over the internet. These include selling things or services
online, as well as accepting money online. The researchers would
like to research this topic because they like to learn more about how
internet businesses provide the need of consumers in San Jose,
Batangas. Even though there is no pandemic, online business has
always existed, but because of the new normal, it has become the
best option for consumers looking for products that will help to
satisfy their needs. The researchers came up with this issue to see
how online business will help to consumers in San Jose, Batangas to
provide their needs.
INTRODUCTION
Since the pandemic began, online business has become increasingly popular among
teenagers, who like the products they purchase. People who are unable to go outside have no
choices but to rely on internet delivery and online commerce. Since then, many people have
become interested in internet shopping and have purchased clothes, skin care goods,
whitening treatments, and beauty products. People believe it is convenient and enjoyable for
Online Business: An Assessment of its Implication to the Customer Satisfaction in San Jose
Cornejo | De Torres | Marasigan| Mendoza | Vilda
STUDENT RESEARCH
them. This demonstrates that our new technology is beneficial to everyone. As a result,
customer satisfaction is proved. Many people are pleased with every purchase they make.
Shopping online is fun, especially for teenagers who want to buy something trendy. As a
result, the researchers decided to study Online Business: An Assessment of Its Implications
to Customer's Satisfaction in San Jose, Batangas.
According to Tarhini et al. (2021), online shopping is rapidly growing due to the chance
to save time and effort. Furthermore, in terms of perception versus actual experience, online
purchasing varies from direct e-store and indirect e-store. When purchasing from an indirect
e-store or against a direct e-store in developing countries, the gap between consumer
perception and real experience differs. On the contrary, with the global COVID-19 pandemic
causing chaos,
To survive, switching traditional shopping or trade toward digital was one factor that
captured the attention across the globe on a larger scale. In April 2020, This upsurge of swift
adoption of online channels has led this research to ask a few questions. First, what will be
the difference between the perceived and the actual product purchased online? A recent
study has documented that consumers bear actual risk after shopping through online
channels (Yang et al., 2020). This demonstrates that our new technology is beneficial to
everyone. As a result, customer satisfaction is proved. Many people are pleased with every
purchase they make. Shopping online is fun, especially for teenagers who want to buy
something trendy. As a result, the researchers decided to study Online Business: An
Assessment of Its Implications to Customer's Satisfaction in San Jose, Batangas.
All industries expanded telework for part or all of their employees as a result of the
coronavirus outbreak. As a result of the coronavirus epidemic, 60 percent of educational
services institutions (employing 2.7 million people) increased telework for part or all of their
staff. The hotel and food services industry had the lowest rate, with 4% of companies
increasing telework for some or all of their workers, employing 1.6 million people, (Shang,
2021).
Besides the loss of income caused by the Covid-19, there are still other issues to
contend with if you run an online business. We can now purchase items using technology
even when we are not physically present. In this circumstance, having an online business is
advantageous, but there are still negative consequences for the business. E-commerce fraud
is on the rise. The global movement limitations imposed to prevent the COVID-19 pandemic
resulted in an unprecedented growth in e-commerce, providing an opportunity for
opportunistic fraudsters. The pandemic's impact on e-commerce fraud efforts has been felt
all across the world. When compared to before the health crisis, three-quarters of online
businesses reported a net rise in these attacks in 2021. However, each area has been affected
differently by this phenomenon, with Asia-Pacific and Latin America losing more e-
commerce sales that year, (Coppola, 2022).
Delivery delays are nothing new. Because of the rising number of people shopping
online in response to various e-commerce sites' appealing offers, they are much more
unpleasant now. The majority of the popular websites grew by at least 20%. And this is
STUDENT RESEARCH
where the trouble begins: the country does not have enough logistics or courier providers to
support the businesses and satisfy the growing e-commerce volume. The situation
deteriorates in the provinces, where the majority of online shoppers reside, (Toral, 2021).
These problems can be addressed by studies focused on developing an intervention
program that implies the security of the online business so as not to lead to e-commerce
fraud and as for the delays for delivering the product for the consumers, sellers must inform
the customers and have an effective communication with the consumer about the delay of
the products. Researchers must conduct descriptive research to get a response on what is the
right commitment to the audience or consumer. Moreover, the study should work on
formulating best practices in becoming an online seller so that they can be more secure and
efficient that consumers like the product being sold, (Constable, 2015).
The researchers came up with this to determine the topic's relevance. The subject is an
assessment of the impact of online businesses on the satisfaction of online shoppers in San
Jose, Batangas. This issue prompts the researcher to investigate the impact of internet
businesses on the pleasure of all San Jose consumers. The researchers believe the topic is
timely and relevant because online commerce (online business) has been booming in the
Philippines, and online business become even more popular when the pandemic strikes
because people would be unable to walk outside and purchase the things they require. The
researchers are interested to study the topic because it may provide insights into consumer
wants and why they mostly purchase items online, and consumers can play an important
role in moving and growing the economy.
With the completion of the study, the researchers will be able to provide insights into
the importance of online business (e-commerce) for the satisfaction of consumers. The
researchers expect to learn more about the impact of online businesses on the satisfaction
factors of consumers mostly in this time of crisis (pandemic) to know if it helps or not. This
research can help the audience to be more open-minded in the online business world, on
how will it satisfy consumers, and on how online business works. Upon completion of the
study, it can promote the efficiency and positive impact of online business on the economy.
The situations that can be improved by the study are communication between customers and
businesses promoting customer satisfaction, and accessibility enabling businesses to expand
their service or product offerings, and increasing profitability. According to the National
Economic and Department Authority, while the country controls Covid-19 risks and
transitions to new and better normal, efficient and cost-effective e-commerce can help
sustain economic activity and produce growth.
OBJECTIVES
This research focuses on the satisfaction of consumers buying in an online business.

The researcher would like to know the benefits of buying items online. Moreover, they would
STUDENT RESEARCH
like to know which is more efficient when it comes to buying products or services in this
present time. Additionally, they will gain knowledge on the helpfulness or impact of online
businesses in our lifestyle. An intervention program is also to be proposed to support the
subjects of the study to be more aware on the risks and challenges of buying online.
LITERATURE REVIEW
The most recent study on the topic by Bloomenthal (2021) explains that the word e-
commerce pertains to commercial activities that permit companies and individuals to buy
and sell services or products through the internet. E-commerce can be conducted thru
tablets, computers, smartphones, and other digital devices. In this present day, many more
products and services can be transacted through e-commerce just like books, plane tickets,
music, and even financial services such as stock investing and online banking are available in
e-commerce. According to Khurana (2020) some people thought that “e-commerce” and “e-
business” are the same, but they aren’t alike. E-business is the subset of e-business. E-
commerce refers to the buying and selling of products online, while e-business includes any
online commercial activity, such as sales calls, material buying, contract signing, and so on.
A similar opinion by Osmond Vitez(2019) E-business, also known as e-commerce, is
the avenue companies use to sell goods and services via the Internet. The past several years
have seen an explosion in the world of business technology. Companies implement
technology to create a competitive advantage in the business environment. Digital
technologies enable businesses to attract, retain and engage their customers more effectively
and for lower costs. You can use your website and social media pages to connect with
prospects and market your products to those who are most likely to buy. With pay-per-click
advertising, you can reach the right people at the right time and adapt your campaigns to the
needs of your target audience. Marketing automation allows to track the customer journey
and reach potential clients across multiple channels. Andra Picincu, Jayne Thompson,
LLB(2019)
Additionally, according to Quimba & Calizo (2019), the internet has had a significant
impact on how businesses operate since the late 1990s, culminating in the rapid expansion
of e-commerce. The Department of Trade and Industry adopted the Philippine E-Commerce
Roadmap in 2016 in acknowledgment of the ability of e-commerce in the growth of
Philippine businesses. The determinants of e-commerce adoption were investigated using
the Philippine Statistics Authority's Survey of Information and Communications Technology
and the Annual Survey of Philippine Business and Industry in assistance of the Philippine E-
Commerce Roadmap's first criteria for success of 100,000 Micro, Small, and Medium
Enterprises (MSMEs) doing e-commerce. Internal factors largely influence e-commerce
growth in the Philippines, according to the research.
STUDENT RESEARCH
One study by Taruna (2018) reveals that in the latter time abstract internet changed
the usual way customers bought products and services. Time flies, going digital is the new
trend. Consumers use the internet not only to buy products but also to compare the price of
the products, to examine the features, and after-sales service facilities. Online shopping also
known as e-shopping it is a form of e-commerce in which consumers can buy goods or
services from the seller over the internet with the use of a web browser. In addition,
according to Shrivasta (2013) the definition of online shopping is “online shopping is the
process through which consumers purchase products, goods, and services over the
Internet.”As conveyed in the name, online shops simply mean shops that are only available
online. There are also some physical stores present, but online businesses are established to
allow consumers to purchase goods and services through the Internet. The most common
payment method is through credit card, internet banking service, or simply by using a
mobile wallet app (GCash, Paypal, BPI mobile, and many more).Individuals, businesses, and
corporations all over the world have discovered the benefits of conducting at least some of
their business online.
Also, according to Manglinong (2018), an analysis of social media conversations about
shopping during the Christmas season shows Filipinos’ interest in online shopping.
According to a recent survey by Meltwater, a social media monitoring and intelligence
organization, 30 percent of social media talk on online buying occur during the Christmas
season, with special holiday discounts beginning in September for Black Friday and Single's
Day. Only Indonesia, with 57 percent of the buying frenzy, is ahead of the Philippines. The
study also showed that Qoo10, Shoppe, and Lazada are the most popular online shopping
applications in the country. In recent years, online shopping.
One study by Wen Jie (2017) reveals that some businesses found the web beneficial to
put customer service information, such as manuals, as well as a place to help create a
consistent corporate image. As the web advent in the world, several online businesses arose,
including the companies like eBay and Amazon. With the development of the Secured socket
Layer (SSL), which is developed by Netscape in the year 1994, websites developed the ability
to encrypt sessions, which helps make credit card transactions over the internet much safer.
Credit numbers might be concealed so they couldn't be intercepted by a third party using a
secure link between a company's server and a client computer, making card information
theft less likely. As a result of the greater security, more businesses are selling things online.
Business starts website marketing in the early 1990s when graphical-based web design
became available. Most of these websites provide the audience with basic information about
the company’s products and services and includes contact information, such as telephone
number and email addresses, to be able to help consumers in contacting the company for
services. Almost as soon as marketing departments understood that company websites were
accessible to millions of individuals, the shift from giving straightforward business
information to seeking business via the web started. With the capacity to secure credit card
data, online purchases began in 1994.
STUDENT RESEARCH
A research study by Tandon (2021) reveals that as a business owner, you must all the
opportunities that can help you and your business. Your online business as a business can
help your business to reach out and connect with your customers all around the world. Since
your physical store can’t reach you, your online business can. Most customers would want to
visit your website first, to look for your service, products, and reviews, before visiting your
store. If you don’t have an online presence there’s a high possibility that you might lose your
customer. There are countless benefits to having an online business operating an online
business including low operating costs. Having an online business doesn’t require any
warehouse, inventory, vehicles, or staff. Also, with the help of an online business, you can
simply have products sent directly to your customers via suppliers. Plus if you have internet
you can access an online business 24/7 and let your customer visit your business and know
about your service at any time from any corner of the world. Having an online business also
provides better customer support. Having an online business is that it allows you to answer
any question of your customers without consuming much of your time. Another advantage is
boundless business. Brick-and-mortar stores are limited to local consumers. The importance
of online business is that it allows you to connect with your customers all around the world.
Lastly, having an online business offers the feasibility to operate from anywhere. Having an
online business enables you to operate and handle it from every corner of the world, doing
online business is easy as long as there’s a strong internet connection.
In addition, according to ES Soegoto and AT Utomo (2019), social media networks or
new media are one of the most widely used communication media by all people or the wider
community today. The purpose of this study is to analyze marketing communication through
social media. The results that marketing communication using social media has an effect on
consumer interest in buying goods offered through social media such as marketing
conducted by Instagram social media most frequently visited by people today. These results
make social media one of the suitable media to deliver marketing communication.
On the other hand, according to Kochitty (2017), one of the disadvantages of Online
Business is e-commerce portal's startup costs are extremely high. The initial setup of
hardware and software, staff training costs, and ongoing maintenance and upkeep are all
costly. Despite its appearance, the e-commerce industry is highly vulnerable to failure. Many
businesses that tried to ride the dot-com wave in the 2000s failed spectacularly. Even now,
there is a high risk of failure. E-commerce might feel impersonal at times. As a result, it lacks
the warmth of a human connection, which is critical for many businesses and goods. For
many sorts of services and products, such as interior design or jewelry, the lack of human
touch might be a disadvantage. Another source of concern is security. We've recently seen
several security incidents in which client information has been stolen. Customers are
concerned about credit card theft, identity theft, and other issues.
Beyond the ways ecommerce can improve the economy of a country, it can also reduce
its carbon footprint. According to a global study by Generation IM, ecommerce is 17% more
carbon-efficient than traditional retail stores. Carbon efficiency includes areas of the
business like product transport, buildings, warehouses, product packaging, and
STUDENT RESEARCH
manufacturing. Since online companies rely less on physical store locations, they have more
flexibility when it comes to implementing measures that can reduce their carbon emissions.
Today’s consumers are increasingly favoring sustainable businesses that can help them
become more responsible shoppers. Leading companies are responding to this consumer
demand by using their influence to adopt more sustainable practices and build more trust
with their customers. As ecommerce brands continue to make real and impactful changes to
promote sustainability, this will lead to more positive long-term benefits for the
environment. The rapid shift from offline to online sales has shown no signs of slowing
down. Ecommerce boosts the economy by increasing productivity, encouraging innovation,
and driving better shopping experiences. In addition, ecommerce creates opportunities for
protecting the planet, both for forward-thinking sellers and for eco-conscious shoppers. As
ecommerce continues to grow, the economic and environmental benefits are sure to follow,
(Miva, 2021).
However, according to De Vera (2011), business owners who are introducing e-
commerce need to study the economic effects of e-commerce in the Philippines, specifically
in the employment growth and changes like jobs in the future. Total e-commerce-related
revenues as of the year 2005 are projected to account for about 1% of (nominal) GDP,
contributing up to 8% of GDP growth. However, tour and travel agencies employ the most
people as a result of e-commerce. Individual industry effects on employment can be
regarded as minimal. Considering changes in inter-industry interactions (of wholesale and
retail trade) as a result of e-commerce, the 11 industries will generate roughly 5,900 new jobs
between 2000 and 2005. However, given an increase in final demand in wholesale and retail
trade, there may be major changes in employment conditions generated for the entire
economy, with over 29 percent more jobs being generated.
According to Svonavec (2017), customers have learned that purchasing on the internet
has several benefits. Because internet retailers are open 24 hours a day, customers no longer
have to worry about a store closing before the holidays. Shoppers do not need to wait in long,
inconvenient lines. Online firms may be able to sell things at reduced prices due to decreased
operational costs, making online shopping not only faster and more convenient but also less
expensive than shopping in a physical store. Despite the advantages of online shopping,
there are several drawbacks. Customers may find it difficult to order back-ordered items,
especially around the holidays, and they will also miss out on the one-on-one interaction
that internet retailers cannot give.
Also, according to Aonerank (2019), the number of people who purchase online has
been steadily increasing recently. This percentage has been steadily rising as the number of
clients has increased. E-Commerce provides significant benefits to customers, organizations,
and society. For example, in the previous several years, customers wasted a lot of time and
energy traveling to physical stores to perform their typical shopping while old marketing
strategies were dominant. Customers may avoid the customary laborious journey to the
supermarket to buy the necessary items thanks to the introduction of e-marketing. Shopping
is significantly easier when you have a web-enabled PC, laptop, or mobile device. Customers
STUDENT RESEARCH
may purchase anywhere while sitting in the comfort of their own homes thanks to this
innovative shopping method.
Conversely, Leerapong and Mardjo (2013) do not find a relationship between
consumers’ online purchase intentions and either consumers’ trust attitude or trust
propensity. Hsu, Chuang and Hsu (2014) study trust from four different perspectives:
website, vendor, auction initiator, and group members. They find a positive effect of trust on
online shopping intention only for website, vendor, and group members, but not for auction
initiator. Besides, Wu and Lee (2012) focus on trust from a different perspective. They
investigate blog trustworthiness instead of website or vendor trustworthiness. They state
that bloggers have an impact on consumers’ purchase intentions. However, they do not find
a significant impact of blog trustworthiness on online shopping intention. Perceived risk is
another factor that is investigated in the majority of the studies.
Again online marketing has the potential to produce significant money for both the
corporation and the other countries. According to Emmie Manila Bulleting (2012), the firm
anticipates its overall business in the area to increase 100 percent year on year and up to
"infinity" in the Philippines, which now has just 10% of its travel market online, compared to
neighbors like Singapore, which has 35%. Through the usage of the internet, online
marketing allows businesses to reach their target customers. Internet marketing aids in the
establishment of stronger communication and interactions between the organization and its
consumers. The internet gives limitless chances for a firm to sell itself and its products from
the comfort of its own home or workplace. Depending on how to utilize the internet to help
the business expand, internet marketing may be stated and defined in a variety of ways.
The work by (Olasanmi ,2019) define customer satisfaction as "Customer satisfaction
is the assessment of a service provided." It is also the process by which customers respond to
perceived disparities between expectations and actual product performance after using it. It
is thought that satisfaction occurs when a customer is pleased with the offering of a product
or service. Satisfaction also refers to a person's sentiments of pleasure or unhappiness as a
result of a product's performance against expectations. Satisfaction is a feeling of
contentment with a situation's outcome. However, because contentment is subjective, it is
not always feasible to satisfy everyone. Lev argued for using surveys to quantify client
feedback and focus groups to gauge customer happiness.
In summary, E-commerce is a term used to describe economic activities that allow
organizations and individuals to buy and sell items and services through the internet. Any
type of digital technology can be applied to online businesses. E-commerce and e-business
are similar but not the same. E-business is seen as a subset of e-business. The world of
corporate technology has seen enormous expansion in recent years. Technology is used by
businesses to gain a competitive advantage in the marketplace. Businesses can use digital
technologies to better attract, retain, and engage their customers at lower prices. You may
connect with prospects and market your products to individuals who are most likely to buy
using your website and social media accounts. Since the late 1990s, the internet has had a
huge impact on how businesses operate, culminating in the rapid rise of e-commerce. The
STUDENT RESEARCH
Philippine E-Commerce Roadmap was endorsed by the Department of Trade and Industry
in 2016 in recognition of e-ability commerce to help Philippine firms develop. Abstract
internet has transformed the way people buy items and services in recent years. Consumers
utilize the internet not only to buy things, but also to compare prices, check features, and
learn about after-sales services. Shops that are exclusively available online are known as
online shops. Although there are some physical stores, online businesses have been formed
to allow consumers to purchase goods and services via the Internet. Businesses find the
internet to be a useful tool for storing customer service information, such as manuals, as well
as creating a consistent corporate image. As the internet became more widely used, various
online businesses appeared, including eBay and Amazon. Websites gained the capacity to
encrypt sessions with the creation of the Secured socket Layer (SSL) by Netscape in 1994,
which helps make credit card transactions over the internet much more secure. The
downsides of online business include the high launch expenses of e-commerce portals.
Initial hardware and software installation, personnel training, and continuous maintenance
and upkeep are all expensive. The e-commerce industry, despite its appearance, is extremely
vulnerable to failure. The lack of personal touch may be a disadvantage for many services
and products, such as interior design or jewelry. Security is another cause of concern. Client
information has lately been taken in several security incidents. Customers are concerned
about identity theft, credit card theft, and other concerns. Meanwhile, there are still
numerous advantages to owning and maintaining an internet business, including lower
operational costs. A warehouse, merchandise, trucks, or staff are not required for an internet
firm. Can also have things supplied directly to clients via suppliers with the help of an
internet business. Plus, if you have access to the internet, you can run an online business 24
hours a day, allowing customers to visit your firm and learn about your services from
anywhere on the globe. An internet business also allows for improved customer service. A
person's feelings of joy or discontent as a result of a product's performance against
expectations are sometimes referred to as satisfaction. A feeling of contentment with the
outcome of an event is called satisfaction. Due to the subjective nature of contentment, it is
not always possible to satisfy everyone.
METHODOLOGY
The researchers selected a descriptive research design since it is ideal for gathering
data. This study used a qualitative research technique in which the researchers will conduct
an interview, a traditional social science tool. The researchers interviewed five (5) persons
who primarily purchase goods and services online. They used the purposive sample
technique to choose individuals who identified as consumers who frequently shop online.
The data was gathered by simply interviewing someone who was interested in buying
products or services online. During the month of May 2022, the researchers conducted
interviews. The study acquired additional support and clear conclusions with the
participation of the co-participants. After outlining the nature and scope of the investigation,
STUDENT RESEARCH
the researchers contacted them and asked them to participate in the study. In general, the
co-participants expressed an interest in participating in the research, which will take place in
May 2022. The researchers were able to understand the responses of the respondents
acquired from the personal interview using the data analysis method content analysis. The
key benefit of conducting a content analysis is that it aids in the reduction and simplification
of data acquired.
RESULTS AND DISCUSSION
The researchers prepared five (5) interview questions that helped them to have an
interview with the chosen co-participants. These interview questions aided the researchers
in achieving the desired outcomes. Online business, satisfaction with online purchases, the
efficiency of purchasing products online, insights on qualitative replies, and a proposed
intervention program are among the sub-sections offered here.
Online Business
To meet and discuss the first objective of the study which deals on the efficiency buying
thorough physical store or online store. The answers of the co-participants were given in the
Table 1.
Table 1. Data Matrix on preferences of efficiency of Consumers in buying
through Physical store or Online store
Question #1: Which is more efficient, buying through physical stores or buying through online?
Verbal Responses Themes Codes
I think it is more efficient to * I do not need to commute Less expenses

buy online because it is less which I might encounter
hassle. I do not need to traffic, and it would only cost
commute which I might me higher expenses in terms of
encounter traffic, and it would transportation. Another reason
only cost me higher expenses is that it provides various
in terms of transportation. discounts.
Another reason is that it
provides various discounts.
Indeed, I can as that as a
consumer buying online is
STUDENT RESEARCH
convenient.
Buying online *Buying online
Buying through physical stores. *We will make sure the quality
Because we will make sure the of the items.
quality of the items.
Buying through physical stores

because it is easier to buy * Buy through physical stores
since we can see or judge the Secure the quality of the
through physical stores since product being purchased
we can see or judge the quality quality of a specific product.
of a specific product. Moreover,
it is satisfying to see a different
brand.
* It is more efficient since
buying in physical stores would
In my opinion, buying things give us the proper vision of
through physical stores is more what the item we are buying,
efficient than buying things with this it would give me the
online. It is more efficient since security and satisfaction that
buying in physical stores would the item suits the price
give us the proper vision of
what the item we are buying,
with this it would give me the
security and satisfaction that
the item suits the price and it
will give us more time to decide
to buy this item.
Based on the gathered data, the majority of the consumers preferred buying through
physical stores, but some of them still find buying in an online store more efficient. The
reason why the majority of the co-respondents preferred buying through the physical store is
that they want to make sure about the quality of the goods they’re purchasing and to see if it
satisfies them and if the price suits the quality of the product. In addition, it gives them more
time in deciding whether to buy such an item. Meanwhile, some of them preferred buying
online because they can lessen their expenses for transportation.
According to Clark (2020), opening a physical business is much more difficult than
opening an internet store. Because of the low costs involved, the majority of people preferred
to open a physical store. Unlike a billboard, a real store provides long-term visibility.
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Customers may see the goods, which makes purchasing decisions easier for them. A physical
store also provides clients with a sense of security. Clients will have more trust in you if they
know you operate from a venue they can visit. A physical store will compliment your
marketing efforts if you already have an online presence.
Table 2. Data Matrix of Satisfaction of Consumer’s Purchase in Online
Question # 2: What makes you think you are satisfied with your purchase online?
I think I am satisfied with my *If I bought a high quality Good quality products satisfy
purchase online if I bought a product in only a cheap price. purchase through online.
high quality product in only a
cheap price.
*The item I purchased is

When the item I purchased is
correct and in good condition.
correct and in good condition.
*See the good reviews of a

We are able to see the good
product in such store.
reviews of a product in such
store.
Reviews. *Reviews
I am satisfied with what I *When the item is durable,

purchased online, when the when the item suits to its price,
item is durable, when the item and most especially when this
suits to its price, and most item is beyond what I expected.
especially when this item is
beyond what I expected.
Based on the gathered data the respondent are satisfied with their purchase online, but
some of them still find buying in a physical store to check the quality and the condition of
the product. The reason why most of the respondents are satisfied with their purchase is
because of the quality of the product at a cheap price. Purchasing online makes the
customers happy When the item is in a good condition more than they expected. In addition,
it is safer especially in our situation nowadays.
STUDENT RESEARCH
According to Kumar and Kim (2014), a brand that strengthens its relationship with its
customer serves that customer's demands through the product or service itself. The buying
patterns of purchasers from direct and indirect e-stores differ substantially, according to the
research (Olotewo, 2017; Rossolov et al., 2021), notably in developing nations. Customers
may readily distinguish between buying from a direct and indirect e-store while shopping
through a direct e-store in this way, (Mendez et al., 2008).
Table 3. Data Matrix of Challenges Encountered on Purchasing Online
Question # 3: What challenges did you encounter while buying online?
Based on my experience, the * There are times that I cannot Delivery delay
challenge that I have determine the delivery date.
encountered is about delivery.
There are times that I cannot
determine the delivery date.
When the item I bought is not * The item I bought is not

delivered on time or not as the delivered on time or not as the
same I order. same I order.
Less information about when * Less information about when

will be the delivery of the will be the delivery of the
product I purchased. product I purchased.
I think the quality of the * Quality of the product.

product. You can't judge it
because you can only see or
watch its videos or pictures.
The challenges every time I buy

online are my decision making, * Every time I buy online are
an extensive length of days the my decision making, an
item/s will arrive before a time extensive length of days the
it is needed, and a very often item/s will arrive
challenge and that is the regret
of buying the item because of
not being very pleased with it
STUDENT RESEARCH
Based on the gathered data, the most common challenges that have encountered by the
consumers is the delay in the delivery of the items that they’ve purchased, losing contact
with the seller or the delivery man, affecting their decision making in buying the product and
also is that some of the items being delivered don’t look the same in the image presented in
the website. That explains why some consumers mostly prefer buying in physical stores
rather than online stores.
Delivery delays are nothing new. Because of the rising number of people shopping
online in response to various e-commerce sites' appealing offers, they are much more
unpleasant now. The majority of the popular websites grew by at least 20%. And this is
where the trouble begins: the country does not have enough logistics or courier providers to
support the businesses and satisfy the growing e-commerce volume. The situation
deteriorates in the provinces, where the majority of online shoppers reside, (Toral, 2021).
Table 4. Data matrix on preferences of benefits of buying items online
Question #4: What do you think are the benefits of buying items online?
Purchasing items online gives * gives me convenience, Safe during pandemic

me convenience, especially especially during pandemic
during pandemic where I need where I need to follow safety
to follow safety protocols and to protocols and to be not exposed
be not exposed to other people. to other people. I can buy
Another benefits is that I can whenever I want at more
buy whenever I want at more affordable price.
affordable price.
In my opinion, the benefit of

buying items online is the fact *fact that buying online would
that buying online would give us give us more broad varieties to
more broad varieties to choose choose our chosen item to buy Less expenses and cheaper and
our chosen item to buy that can that can be cheaper and more more durable.
be cheaper and more durable. durable. benefit to myself also,
Moreover buying online can be since buying online excites me
a benefit to myself also, since in a way that every time I buy
buying online excites me in a items online, it makes myself
way that every time I buy items happy to see that the item I
online, it makes myself happy to choose would be delivered
see that the item I choose would already.
be delivered already.
STUDENT RESEARCH
Save time and efforts *Save time and efforts
Not really hassle *Not really hassle
Saved time *Saved time
Saved time and efforts
Based on the gathered data the majority say that the benefits of buying items online are
saving time and effort and less hassle. In addition, they say buying items online is giving
them convenience, especially during this pandemic they need to follow the safety protocols
for their safety as well. Meanwhile, they benefit themselves since buying online excites them,
and happy to see the item they choose to deliver.
According to HRCCU (2021), Purchasing online has several benefits, particularly

during the COVID-19 epidemic, when in-person shopping is either limited or impossible.
Buying travel tickets, food, home goods, or office supplies has never been easier than it is
now. Online businesses may also be highly competitive in terms of prices and items,
providing consumers with a variety of alternatives that brick-and-mortar stores may not
offer. However, comparing pricing, ratings, and items without being able to physically see
the item might be daunting. Before you start shopping online for your next purchase, no
matter how big or little, examine the benefits and drawbacks of online buying over
traditional purchasing.
Table 5. Data Matrix on Helpfulness of online business in Lifestyle
Question # 5: How helpful an online business in our lifestyle?
Verbal response Themes Codes
Online Business is helpful in * Helpful in our lifestyle in a Helpful and Satisfying

our lifestyle in a way that it way that it gives us thrill to fulfillment
gives us thrill to follow trends. follow trends. It can give us
STUDENT RESEARCH
It can give us different different fulfillment whenever

fulfillment whenever we we purchase items
purchase items that can be use
in the long run. Also, online
business makes an individual to
explore and go beyond their
comfort zone
To be honest, an online
business in our lifestyle helps us
not just boost our economy but * It is helpful in a way that
also the fact that we are sometimes that we are finding
supporting locals and small for certain product/ item an
businesses. Moreover, this is online business is there to
not just the reason why an answer what we are seeking.
online business is helpful. It is
helpful in a way that sometimes
that we are finding for a certain
product/ item an online
business is there to answer what
we are seeking.
Very helpful
*Very helpful
It can help us to be more
productive as well as in our age
we know how to run a small * Can help us to be more
businesses productive as well as in our age
Having online business can

helpful to our lifestyle because
we can saved time and
sometimes that price is more * Helpful to our lifestyle
cheaper than the physical stores because we can saved time
Based on the gathered responses, they consider online business as a helpful platform. Most
of the answers say that online businesses are helpful, especially for their lifestyle. They said
that they can save money and time if they buy online. They said that finding an item online is
a lot easier. Also, they said that buying online brought satisfaction on their every purchase
STUDENT RESEARCH
According to Olasanmi (2019) "Customer satisfaction is the assessment of a service

provided." It is also the process by which customers respond to perceived disparities
between expectations and actual product performance after using it. It is thought that
satisfaction occurs when a customer is pleased with the offering of a product or service.
Satisfaction also refers to a person's sentiments of pleasure or unhappiness as a result of a
product's performance against expectations. Satisfaction is a feeling of contentment with a
situation's outcome. However, because contentment is subjective, it is not always feasible to
satisfy everyone. Lev argued for using surveys to quantify client feedback and focus groups
to gauge customer happiness.
Insights on Qualitative Responses

The responses of the interviewees were classified and analyzed to develop insights that
may offer conclusive findings that focus on the major variables of the study. Table 2 conveys
the presentation of such insights.
Table 6. Insights on Qualitative Responses

Domain Category Statement
Online Business Less expenses and securing the I think it is more efficient to buy
quality of product online because it is less hassle. I
do not need to commute which I
might encounter traffic, and it
would only cost me higher
expenses in terms of
transportation. Another reason
is that it provides various
discounts. Indeed, I can as that
as a consumer buying online is
convenient.
In my opinion, buying things

through physical stores is more
efficient than buying things
online. It is more efficient since
buying in physical stores would
give us the proper vision of what
the item we are buying, with
this it would give me the
security and satisfaction that the
STUDENT RESEARCH
item suits the price and it will

give us more time to decide to
buy this item.
I am satisfied with what I

purchased online, when the
item is durable, when the item
Good quality products satisfy suits to its price, and most
purchase through online. especially when this item is
beyond what I expected.
When the item I bought is not

delivered on time or not as the
same I order.
Delivery delays and Incorrect

products.
Purchasing items online gives

me convenience, especially
during pandemic where I need
Safety, less expenses, and to follow safety protocols and to
efficiency be not exposed to other people.
Another benefit is that I can buy
whenever I want at more
affordable price.
To be honest, an online business

in our lifestyle helps us not just
boost our economy but also the
fact that we are supporting
Helpful and Satisfying
locals and small businesses.
fulfillment
Moreover, this is not just the
Helpfulness of Online Business
reason why an online business
in Lifestyle
is helpful. It is helpful in a way
that sometimes that we are
finding for a certain product/
item an online business is there
STUDENT RESEARCH
to answer what we are seeking.
The information presented above will provide consumers with thoughts on how online
business works, improve consumers lifestyle, and how it contributes to the economy. The
researchers concluded that while there are problems that may affect online purchases, there
are still some solutions to avoid them. They have presented various results along with ideas.
Furthermore, the domain of variables contributes to the study's significance by providing
measurable outcomes. As a result, the researchers were able to obtain the anticipated results
of the study entitled Online Business: An Assessment of its Implication to the Customer
Satisfaction in San Jose, Batangas.
The relationship between the categories is that they each contribute differently to this
study. They are linked in terms to produce a specific problem solution. Furthermore, these
categories provide various outcomes for online businesses.
This research study can aid co-participants and those who are included in the study in
conducting additional research on online business. The study discovered that while online
businesses have downsides for some customers, they also benefit customers and the
economy. They were also able to provide more information on the impact of online business
on consumer satisfaction.
Proposed Intervention Program
To address the final objective in the study, an evaluation was conduct by the
researchers with respect to the highlights of findings in the study. It shall enable the
stakeholders to be aware about the online business world and the risks and challenges of
buying online.
Table 7. Proposed Intervention Program
Key Results Area Program Stakeholders
Delivery date delays Communicate with the sellers Consumers

with regards the queries about
delivery
STUDENT RESEARCH
Always check for the reviews

and read feedbacks to make
Low quality products sure that the business it legit.
Consumers
The intervention program will provide self-awareness for the consumers about the
delivery delays. In every online business, there are options whether it is self-pickup or
delivered by a courier. In delivery, we may and may not experience delays. But we should
expect for the most possible situation, like experiencing delayed orders. Having a delayed
order can cause a bad review, even if it's not the business owner's fault. But it can taint the
business image. The researchers also suggest that contact the seller about the queries about
the purchased product to be able to be sure that the product will reach its destination.
The intervention program will give enough knowledge to the consumers on how to be
safe and secure their items in buying through online stores. The researcher will explain the
challenges of buying in an online store. The researchers suggest that before buying in an
online store make sure to read all the information about the website. Read all the feedback
on whether the store is legitimate. Also, try looking for a good review about the online store.
To seek good quality products, try to explore other people’s reviews on the product that is
mostly needed in buying through an online store. Every honest review can easily identify
whether it is of good or bad quality because it will help consumers to be satisfied with their
purchase. Having many good reviews and purchases from such an online store simply means
that the store is selling a good quality product that satisfied many consumers.
CONCLUSION
Through the gathered data and findings, the researchers concluded that online
business implies customer satisfaction. In addition, they realized that an online business
operates differently than a brick-and-mortar business. Having an online business is flexible
because they can sell products and services anytime, anywhere. Moreover, the researchers
discovered the implication of online business the customer satisfaction. However, some the
consumers also preferred physical stores because they’re able to see and examine the
products they wanted to purchase, and some consumers buying from an online business face
some challenges in buying online just as having delivery delays, incorrect products, and bad
quality products that they’ve received, that is why they must check the reviews about the
store and have a connection to the seller to so that their queries will be solved. The
researchers have met the expectations and results they have wanted in the study.
RECOMMENDATION
The researcher was able to present the efficiency and effectiveness of online business.
Consumers prioritize their wants for their satisfaction and purchase what makes them happy
STUDENT RESEARCH
and what saves money and time. They purchase products for their satisfaction, but they are
also practical when it comes to price. Lastly, online business is indeed a very good platform
that's made for everyone.
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STUDENT RESEARCH

ST. ANTHONY MONTESSORI

ONLINE BUSINESS: AN ASSESSMENT OF ITS IMPLICATION

This research focuses on the satisfaction of consumers buying in an online business.

RESULTS AND DISCUSSION

Verbal Responses Themes Codes

I think it is more efficient to * I do not need to commute Less expenses

Buying online *Buying online

Buying through physical stores

Table 2. Data Matrix of Satisfaction of Consumer’s Purchase in Online

Verbal Responses Themes Codes

*The item I purchased is

*See the good reviews of a

I am satisfied with what I *When the item is durable,

Table 3. Data Matrix of Challenges Encountered on Purchasing Online

Question # 3: What challenges did you encounter while buying online?

Verbal Responses Themes Codes

When the item I bought is not * The item I bought is not

Less information about when * Less information about when

I think the quality of the * Quality of the product.

The challenges every time I buy

Table 4. Data matrix on preferences of benefits of buying items online

Verbal Responses Themes Codes

Purchasing items online gives * gives me convenience, Safe during pandemic

In my opinion, the benefit of

Save time and efforts *Save time and efforts

Not really hassle *Not really hassle

Saved time *Saved time

Saved time and efforts

According to HRCCU (2021), Purchasing online has several benefits, particularly

Table 5. Data Matrix on Helpfulness of online business in Lifestyle

Question # 5: How helpful an online business in our lifestyle?

Verbal response Themes Codes

Online Business is helpful in * Helpful in our lifestyle in a Helpful and Satisfying

It can give us different different fulfillment whenever

Having online business can

According to Olasanmi (2019) "Customer satisfaction is the assessment of a service

Insights on Qualitative Responses

Table 6. Insights on Qualitative Responses

In my opinion, buying things

item suits the price and it will

I am satisfied with what I

When the item I bought is not

Delivery delays and Incorrect

Purchasing items online gives

To be honest, an online business

to answer what we are seeking.

Proposed Intervention Program

Key Results Area Program Stakeholders

Delivery date delays Communicate with the sellers Consumers

Always check for the reviews

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