CUSTOMER AND VOLUNTEER SATISFACTION

CHAPTER 4
RESULTS AND DISCUSSION
Chapter 4 of this study presents the results and discussion regarding customer and volunteer
satisfaction. This chapter aims to analyze and interpret the data collected from both customer and
volunteer surveys, shedding light on the levels of satisfaction experienced by these two important
stakeholders. The findings will provide valuable insights into the overall satisfaction levels,
highlighting areas of strength and areas that require improvement within the organization's
customer and volunteer programs. The discussion will delve into the significance of these results,
exploring potential factors influencing satisfaction and proposing strategies for enhancing the
overall experience of customers and volunteers.

1. What are the e-commerce shopping (online) sites do you

The rise of e-commerce has transformed the retail landscape, providing consumers with
convenient access to a vast array of products and services. This chapter explores the
diverse landscape of e-commerce shopping sites, highlighting prominent platforms that
have gained popularity among online shoppers. These findings are based on industry
reports and market research. One notable player in the e-commerce space is Amazon,
which has established itself as the largest online retailer globally (Statista, 2021). Alibaba,
another significant player, has emerged as a dominant force in the Chinese and
international e-commerce markets (Market Research Future, 2021). Additionally, eBay
continues to be a popular choice for consumers seeking both new and used items (eBay
Inc., 2021). Understanding the range and characteristics of e-commerce shopping sites is
essential for consumers and businesses alike, enabling consumers to make informed
purchasing decisions and businesses to capitalize on the opportunities presented by these
platforms.

Figure 1: Ecommerce Shopping Online

 Ecomerc

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According to the provided data, Shopee (shopee.ph) emerges as the most popular online

shopping platform, accounting for 57 instances or 25.91% of the frequencies. It is followed by

Lazada (lazada.com.ph) with 9 instances (4.09%). Other notable platforms include SHEIN

(shein.com) with 11 instances (5.00%), Zalora (zalora.com.ph) with 10 instances (4.55%), and

BeautyMNL (beautymnl.com) with 7 instances (3.18%). Additionally, MetroDeal

(metroDeal.com), Kimstore (kimStore.com), Shopify (shopify.com), SM Markets Online

(shop.smmarkets.ph), eBay (ebay.ph), Sephora (sephora.ph), TikTok Shop's, Adidas, and Market

place each have a presence, albeit with lower frequencies ranging from 1 to 8 instances.

2. Customer and User Volunteer Satisfaction

Customer and user volunteer satisfaction is crucial for the success and sustainability of any

organization or platform. According to a study conducted by Anderson and Mittal (2000),

customer satisfaction plays a vital role in building customer loyalty and positive word-of-mouth.

Satisfied customers are more likely to continue using the platform, make repeat purchases, and

recommend it to others. Similarly, in the context of user volunteer satisfaction, a study by Knapp
and Fernandez (2019) emphasized the significance of volunteer satisfaction for engagement and

retention in volunteer-based initiatives. Volunteers who are satisfied with their experience are

more likely to contribute their time and skills consistently. Therefore, organizations should

prioritize understanding and addressing the needs and expectations of both customers and user

volunteers to foster satisfaction and loyalty.

Table 1: Customer and User Volunteer Satisfaction

Customer and User Volunteer Satisfaction

Mean
Description s Description
Recommending online shop service to a friend or peer. 4.08 Agree
Re-availment and repeat order from the online shop service 3.83 Agree
Switching to another online shop service 3.42 Agree
Continue patronizing online shop service despite of minor unwanted experience 3.85 Agree
Overall satisfaction  with your online shop service experience 3.96 Agree
The system is easy to use 3.88 Agree
System function is easy to comprehend 3.84 Agree
Fonts and texts are readable 3.71 Agree
Transaction is made quicker and more reliable 3.64 Agree
Quick boot and smooth running 3.62 Agree
Information is displayed in a logical and clear manner 3.59 Agree
Information is reliable and up-to-date 3.57 Agree
Information is available all the time 3.66 Agree
Instructions are easy to understand. 3.55 Agree
Services are done appropriately 3.47 Agree
Personal information is strictly confidential 3.51 Agree
Transaction is secure 3.34 Agree
System launches and runs immediately 3.36 Agree
 Online sites are quick to load 3.33 Agree
Feedback given for transaction that have not been processed 3.50 Agree
Needs are matched properly 3.59 Agree
Updates attractive deals online 3.60 Agree
Suggests related appropriate products to the user 3.60 Agree
Total 3.63 Agree

Figure 2: Customer and User Volunteer Satisfaction

Recommending online shop service to a friend or peer.

Re-availment and repeat order from the online shop service
Switching to another online shop service
Continue patronizing online shop service despite of minor unwanted experience
Overall satisfaction  with your online shop service experience
The system is easy to use
SystemCustomer and
function is easy User Volunteer Satisfaction
to comprehend
Table 1 provides an Fonts and texts are readable
Transaction is made quicker and more reliable
Quick boot and smooth running
overview of the customer Information is displayed in a logical and clear manner
Information is reliable and up-to-date
Information is available all the time
and user volunteer Instructions are easy to understand.
Services are done appropriately
Personal information is strictly confidential
satisfaction ratings. The Transaction is secure
System launches and runs immediately
Online sites are quick to load
highest mean rating is Feedback given for transaction that have not been processed
Needs are matched properly
Updates attractive deals online
seen in the category of Suggests related appropriate products to the user

"Overall satisfaction with your online shop service experience" with a score of 3.96, indicating a

generally positive level of satisfaction among customers and user volunteers. This finding aligns

with studies that emphasize the importance of customer satisfaction in driving loyalty and

positive word-of-mouth (Anderson & Mittal, 2000). Furthermore, several factors contribute to

this satisfaction, such as the ease of use of the system (mean rating: 3.88), comprehensible

system functions (mean rating: 3.84), and readable fonts and texts (mean rating: 3.71). These

results highlight the significance of user-friendly interfaces and clear communication in

enhancing customer satisfaction (Bargas-Avila et al., 2011). Additionally, the ratings for
information availability (mean rating: 3.66) and the matching of customer needs (mean rating:

3.59) indicate that the online shop service is providing relevant and timely information to

customers, meeting their expectations and requirements. Hence, these positive ratings suggest

that the online shop service is successfully meeting the needs of its customers and user

volunteers, leading to high satisfaction levels.

CHAPTER 5

SUMMARY CONCLUSION RECOMMENDATION

Chapter 5 presents the summary, conclusion, and recommendations based on the findings and

analysis conducted in this study. This section aims to provide a concise overview of the key

points and insights derived from the research, draw a conclusion based on the results, and offer

recommendations for future actions or improvements.

Summary

In summary, this study examined customer and user volunteer satisfaction with an online shop

service. The data analysis revealed that overall satisfaction with the online shop service was

high, with customers agreeing on various aspects such as recommending the service to others, re-

availing and repeating orders, and continuing patronage despite minor issues. The system's ease

of use, comprehensibility, and reliability were also positively rated. However, there is room for

improvement in areas such as transaction security, quick system launch, and timely information
availability. hence findings indicate that the online shop service has generally met customers'

needs and expectations, but attention should be given to enhancing certain aspects to further

enhance customer satisfaction.

Conclusion

In conclusion, this study provides valuable insights into customer and user volunteer satisfaction

with an online shop service. The analysis of the data indicates that customers generally had a

positive experience and were satisfied with the service. The high ratings in recommending the

service, re-availment, and overall satisfaction reflect the customers' willingness to endorse and

continue using the online shop. However, there are areas identified for improvement, such as

transaction security and system efficiency, which should be addressed to enhance the overall user

experience. By focusing on these areas and implementing necessary enhancements, the online

shop service can further strengthen customer satisfaction and loyalty, ultimately leading to

continued growth and success in the competitive e-commerce landscape.

Recommendation

Based on the findings of this study, it is recommended that the online shop service takes the

following actions to further enhance customer satisfaction and improve the user experience.

Firstly, prioritize strengthening transaction security measures to instill trust and confidence

among customers. This can include implementing robust encryption protocols, two-factor

authentication, and regular security audits. Secondly, invest in optimizing the system's

performance to ensure quick and smooth running, faster loading of online sites, and immediate

launch and operation. This can be achieved through regular maintenance, server upgrades, and

optimization of website and app performance. Lastly, focus on providing personalized

recommendations and attractive deals to users based on their preferences and browsing history.

This can be achieved by leveraging data analytics and machine learning algorithms to suggest

relevant and appealing products. By implementing these recommendations, the online shop

service can enhance customer satisfaction, foster loyalty, and stay competitive in the dynamic e-

commerce market.

References:

Anderson, E. W., & Mittal, V. (2000). Strengthening the satisfaction-profit chain. Journal of

Service Research, 3(2), 107-120.

Bargas-Avila, J. A., Brenzikofer, O., Roth, S. P., Tuch, A. N., & Opwis, K. (2011). Improving

web form field usability: Recommendations for the development of online questionnaires.

International Journal of Market Research, 53(6), 733-756.

Knapp, D. E., & Fernandez, A. L. (2019). Volunteer satisfaction: a literature review. Journal of

Nonprofit Education and Leadership, 9(1), 45-58.