1

Chapter 1

THE PROBLEM AND ITS SCOPE

Rationale

This study entitled the comparative study on the effectiveness of social media and

traditional selling in terms of consumer's satisfaction as perceived by the employees of

Provincial Plan and Development Office (PPDO) will give benefits and ideas to every

consumers about which buying process is more effective and efficient that will suit and

meet their satisfaction. Since there are both social media selling and traditional selling

that are available to fulfill their purchase interest, it has been an issue which arises in

front of consumer about which mode of shopping they should choose to satisfy

themselves. This abundance of choice available for the consumer's has thrown up a

serious challenge for some businesses regarding the way they should target their

consumers to maintain competitive advantages.

The researchers will investigate this study particularly to the employees of

Provincial Plan and Development Office (PPDO) in New Capitol Complex, Buadi

Sacayo, Marawi City since most of the employees are known to buy in both Social media

selling and traditional selling. By this, consumers involved with this will help them

realize and know which mode of selling is more efficient that will meet their satisfaction

when purchasing, because the researchers will intended to know about which mode of

selling, Social media selling or traditional selling, is more effective in terms of meeting

the consumer's satisfaction that is according by the respondents.

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According to Isswani and Chaturvedi (2019) social media selling is emerging

very fast in recent years. Now a days the internet holds the attention of retail market.

There are many of people shop online. On the other hand, the purchasing of product from

traditional selling is continuing since years. Many consumers go for purchasing offline so

as to examine the product and hold the possession of the product just after the payment

for the product. In this contemporary world consumers’ loyalty depends upon the

consistent of satisfactions. Some go for offline shopping, some for online and many go

for both kind of shopping. The importance of satisfying consumers is one of the main

objectives of every sellers that should be monitored and managed just like any physical

asset; as well as a sellers should recognize what buying process is effective and efficient

to meet consumer's satisfaction. In addition, keeping current consumers is more

profitable than having to win new ones to replace those lost ones (McColl-Kennedy

& Schneider, 2000).

In connection to Isswani and Chaturvedi study, Levin (2005) stated that in order

to maintain consumers in the state of this optimal mix of online and offline services for a

particular product, sellers must determine which key attributes are perceived by their

target consumers to be delivered better by online or offline. The utility for shopping

online or offline for a particular product is the product of attribute value by attribute

weight, summed over attributes. This attribute-level conception of online or offline

selling preferences provides a common ground for examining both product differences

and consumer difference. He also stresses that between this spectrum some important

attributes like large selection are better delivered online while other important attributes
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like personal service are better delivered offline or by providing surrogate experiences

through feedback provided by others.

Related to the statement of Loren (2005), Chiang & Dholskia (2003) recognize

that consumers’ purchasing between online and offline depends on the product and

consumers’ connections. Some products that consumers feel they need to touch, smell or

try on are those that require an offline presence at least at the final purchase stage.

However, some products are also generally favor online services because of the special

importance placed on shopping quickly.

As a result shows that the mode of selling consistency of service in meeting

consumer's expectations and prescriptions is a main fundamental issue in meeting

consumer's satisfaction when purchasing products. The different point of views from the

scholars may support this study, some of them concluded that the consistency of meeting

the consumer's satisfaction may affect their future purchase, the others also concluded

that consumer's satisfaction depends on the service, security, attributes, and interaction

between consumers and products of a business.

Statement of the Problem

The main goal of the study is to find result of the consumer's satisfaction between

the two buying process, the Social media selling and traditional selling; specifically, it

aims to answer the following questions:

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1) What is the effectiveness of Social media Selling in terms of consumer's satisfaction as

perceived by the respondents?

2) What is the effectiveness of Traditional Selling in terms of consumer's satisfaction as

perceived by the respondents?

3) Is there a significant relationship between the effectiveness of Social media Selling

and Traditional Selling as perceived by the respondents?

Theoretical Framework

The theoretical framework of this study is based on the LaTour and Pat's

Comparison level theory of satisfaction, the Gumesso’s Relationship Marketing Theory,

and the Oliver's Customer Satisfaction theory (CSAT).

The LaTour and Peat's Comparison level theory of satisfaction (1979), stated that

experience based standards play a role as a baseline for comparisons in consumer's

satisfaction. They found that situationally induced expectations had little effect on the

customer satisfaction, while expectations based on prior experiences were the major

determinant of customer satisfaction. This suggests that consumers may give less

weight to manufacturer-provided information, when they have personal experience

and relevant information about other consumer experience of a business.

As by Gumesso's Relationship Marketing Theory (1994) develops a marketing

activity for enterprises in obtaining , maintaining and promoting effective relationships

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with customers. It deals with customer by considering a long term perspective rather than

a short term one and it also looks at creating an approach and strategy that will generate

customer retention. In added, this theory utilize tools in creating long term value for

customers and proposes that as company delivers value to customers, strength of its

relationship with the customers will improve and increasing the customer retention in

creating strong, even emotional, customer connections to a brand that can lead to ongoing

business.

The Oliver's Customer Satisfaction theory (CSAT) (1980), it is a key used

performance indicator that tracks how satisfied customers are with the business products

or services. It is a psychological state that is measured by the customers’ expectations. By

knowing what their expectations leads a business in increasing customers loyalty to

brand. This is measured by the customers perception of the brands overall quality,

perceived reliability, and the extent your customers need are fulfilled. Other satisfaction

factors include your customers brand loyalty, the satisfaction of a specific product

attribute, and the customers likelihood to repurchase.

Based on the theories, past experiences, expectations and service of a business

affects the consumer's satisfaction and future purchase. Also this theories helps this study

by providing better understanding about the relation of a business to a consumer in

meeting their satisfactions. In addition, with these exposed theory and concepts, the

researchers aim to evaluate the satisfaction that that the customers are expecting when

they consume products from social media selling or traditional selling through different

aspects.
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Conceptual Framework

The diagram below shows the difference between the independent variables and

the dependent variable. The Independent variables are the social selling and traditional

selling. Whereas, the dependent variable is the Effectiveness of Social Selling and

Traditional Selling in terms of satisfaction.

Social Selling

Consumers
Satisfaction

Traditional Selling

Figure 1. Research Paradigm

Scope and Delimitation

This study will be conducted in the New Capitol Complex, Buadi Sacayo, Marawi

City. The respondents of this study will be the social media buyers and traditional buyers

in the area who have purchased products through social media selling and traditional

selling. Participants should experience both buying process in order to compare the

satisfaction. However, this study will be conducted only within New Capitol Complex,

Buadi Sacayo, Marawi City. Consumers in the nearby this area will not be included.
 7

In addition, a consumer must have purchased through both buying processes. This

study aims to compare the consumer's satisfaction acquired by consumers after they

bought items from social media selling and traditional selling

Significance of the Study

The researchers believe that the result of this study will be significant to the

following:

Consumers. The consumers will have a basis on what is appropriate for their

needs, lifestyle and economic status. With this study, potential consumers will be aware

and informed on which buying process would benefit them more and will meet their

expectations towards satisfaction.

Sellers. They will have an idea on how will they promote and market their

products. Also, they will be informed on how to improve customer relationship and use it

as a tool towards customer’s satisfaction

Aspiring Entrepreneurs. This will help them and have an idea of which kind of

business distribution process is more patronized and beneficial to consumers.

Researchers. The researchers can also gain significance in this study. It can help

them improve their skill, strategy, and knowledge in engaging research. It may also be a

practice for more research papers they will do in the future

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Future Researchers. The future researchers can also gain significance in this

study. It may serve as their guide to gather information and it may serve them as a

building blocks to have a bigger study.

Definition of Terms

The following words are defined conceptually and operationally to ensure a clear

and better understanding of the words embedded herein the study.

Business. It is defined as the activity or enterprise of making, buying, or selling

goods or providing services in exchange for money (Andelmen, 2006). In this study, it

refers to online and offline clothing stores.

Effectiveness. It is the ability to be successful and produce the intended results

(Dreyer, 2013). In this study, it is used as to whether the social selling or traditional

selling efficient as perceived by the employees of Provincial Planning and Development

Office (PPDO).

Perceive. It is how and what a person sees on a specific subject or topic (Yang,

2012). In this study, it refers to how do the employees of the Provincial Planning and

Development Office (PPDO) see or think of the effectiveness of the Social Selling and

Traditional Selling.

Social media Selling. It refers to the use of the social media platforms and

websites to sell a product or service (Hayes, 2021). In this study, it is used as the way of

promoting and selling products online.

Traditional Selling. It is a form of selling that reaches an audience offline

(Hayes, 2021). In this study, it refers to any type of selling that is not online.
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Consumer Satisfaction. It is the feeling of pleasure or disappointment of a

consumer after buying a service or product that makes him or her compare what he or she

experienced to his or her expectations (Kotler & Keller 2006). In this study, it refers on

the feeling of a consumer towards the product or the service of the seller.
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Chapter 2

RELATED LITERATURE AND RELATED STUDIES

This chapter highlights some related literature and studies of the comparative

study on the effectiveness of social selling and traditional selling on the businesses. The

researchers used books, articles, journal and other resources.

Related Literature

The reviewed related literature includes topics on which are presented

thematically.

Customer Satisfaction

Khadka & Maharjan (2017) “Customer satisfaction and customer loyalty”,

mentioned that every company aim is to maintain the long-term relationship with the

customers and the business organization. In order to acquire the potential customers,

needs and demands should be acknowledged also customer satisfaction has a great impact

on the entire business operations. Therefore, it is very important to the organization to

understand what exactly the customers need and how to gain loyalty for the successful

business. As it is discussed by the authors that the customer plays a crucial role in the

market chain process. To make it clearer, satisfied customers are the ones who creates the

possibility of the new customers. If the existing customers are satisfied with the product

and service, then there are the chances of recommendation to the new ones. This will lead

to the increasing number of customers and could maintain the level of the relationship

with the customers. The author has come to know that the customer plays a crucial role in

customer satisfaction and customer loyalty and is the root of the success. During the

research, the authors figured out if the customers are satisfied with the quality of the
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service and perform the tasks according to the customer’s demand. The company has

satisfied customers along with loyalty. It can be said, that customer satisfaction is the key

component of business profitability because once the customer reaches their satisfaction

level, it may influence them to consume the service continuously. Moreover, they share

their experiences with other people, which creates the possibility of new customers.

Likewise, dissatisfied people also give their opinion about the products, about their

unfortunate experiences and lead towards a declining position to the number of

customers.

Moreover, Patrick et al. (2020) “Telematics and informatics An expectation-

confirmation model of continuance intention to use mobile instant messaging”, also

stresses that customer satisfaction is described as the psychological state consumers

experience when their expectations prior to the consumption of a product/service meets

or exceeds the actual consumption experience. Customer satisfaction is measured at the

point when a product or service is purchased and then used, as well as throughout the

process of acquiring a product or receiving service. Consumers usually decide to buy or

continue buying after assessing whether their experiences with the service or product has

been satisfactory or pleasurable. Extant studies have reported that purchase intention

increases the likelihood of actual purchase behavior, thus, a company that seeks profits

will need to make efforts to attract customers and ensure their satisfaction (Bapat, 2017;

Sreejesh et al., 2018). Customer satisfaction is the sum of a customers perceptions,

evaluations, and psychological reactions to a product or services experience, therefore, it

is regarded as subjective, since consumers who use or consume a product are the only

ones who can measure satisfaction with it. The hospitality sector is part of the experience
 12

economy, hence, customer satisfaction is paramount if firms in this sector want to remain

competitive. Satisfied customers are more likely to engage in COBRA and firms can rely

on their engagement on social media to differentiate their brands on the basis of positive,

strong and unique experiences (Priporas et al., 2017).

Consumer in Social media

Bhatti et al. (2019) "Social Media and Consumer Satisfaction Effect on Consumer

Purchase Intention with the Moderating Role of Trust International journal of Business

Management” stated that Social media has become irreplaceable element for any small

or large scale business and to grab customers and retain them. It is considered as multi-

way approach, in which information and communication mixed and make it valuable

between sender and receiver. Social media have several ways to advertise product and

influence customers and retain them with organization such as his advertising can reach

target customer more easily and quickly. The readers of magazines can read and secure

that ad for long time that give them multiple time to attract them to buy that product.

With the long life of this advertising customers feel satisfy and safe (Marketing, 2018).

In addition to Hennig et al. (2010) “The impact of new media on customer

relationships”, the recent development in communication technologies has changed the

ways in which consumers interact with each other. This is particularly similar to how

consumers collect and interchange necessary information about various products with

regard to obtaining and consuming them. The rise of new social media has empowered

consumers with several choices through active sharing of information on available

products and services. For instance, new social media websites, blogs, and various types

of digital communication channels have enabled consumers to actively engage with

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business stakeholders and large number of customers at any time regardless of their

geographical location. These developments have provided valuable experiences and

better lifestyle for customers and gives an effective implementation of marketing

programs on social media that can enable organizations to create beneficial relationships

with their customers by increasing customer satisfaction and commitment as well as

generating positive word of mouth. Greater support was reported by Clark and Melancon

(2013), who found that marketing through social media has significant effect on customer

satisfaction. However, despite the suggestions of some scholars and practitioners about

the importance social media marketing strategy in influencing customer satisfaction,

there is a little research in the literature which intended to test the causal effect of social

media marketing strategy on customer satisfaction.

Consumers in Traditional selling

Zhang, Chang, & Neslin (2021) “How Physical Stores Enhance Customer Value:

The Importance of Product Inspection Depth”, customers purchase a deep product from

the physical store. They reflect on this physical engagement experience, and because it is

tangible, concrete, and multisensory, it enables them to develop strong learning about the

retailer. This experiential knowledge precipitates repatronage and generalizes to future

online purchases in the same category and in adjacent categories, thus contributing to

higher customer value. This research suggests that multichannel retailers use a

combination of right-channel and right-product strategies for customer development and

provides implications for experiential retail designs.

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Related studies

The related studies are presented thematically to provide readers with sequence of

information regarding the past research studies and their findings that support the finding

of this study.

Customer Satisfaction

According to Bhatti, Bano, & Rehman (2019) “Consumer Purchase

Intention Effect on Online Shopping Behavior with the Moderating Role of Attitude”,

state that satisfaction is an inner and individual emotions of disappointment or pleasure of

customers who is buying products and services through online or offline. Customer

satisfaction a plays primary role in any organization to boost their revenue and sustain

their customers. Meanwhile it is also very important to build strong and long lasting

relation among customers and organizations. Generally, it is deliberated that satisfaction

of customers is assessment of their experience and expectations. In addition, the

particular product according to customer’s expectations or over the expectations. If the

product satisfy customer, they spread positive vibes to others and on the other hand they

will spread negative vibe if the product cannot meet their expectation and this is very

dangerous for company or any brand. Furthermore, customer’s satisfaction convert in

dissatisfaction with the lack or failure response of service provider (Gu & Ye, 2014).

Meanwhile, research establishes that half management from all, efforts to minimize

customer’s dissatisfaction level and trying to response maximum customer complaints

to reduce the negativity and satisfaction failure of customers. It is the cycle such as

intentions generates with marketing and purchasing of customers depends on their

intentions and satisfaction depends on their experiences.

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Liang et.al (2018) “Customer satisfaction and repurchase intention”, also said that

There are non-standardized preconceptions that must be met from every product that is

marketed, as such, fulfillment of aspects of customer satisfaction becomes an exciting

dynamic for marketers Consumer satisfaction is used to form an assessment of the

product consumed, allowing consumers to decide whether the product is suitable for

consumption in the future. Consumers who are satisfied with a products performance are

more likely to recommend it to others. When consumers want to buy a product again, the

company or product provider must meet their expectations. When compared to

dissatisfied customers, satisfied customers are more likely to make repeat purchases.

Consumers desire to repurchase a product in the form of goods or services for which they

have previously experienced the benefits and quality is referred to as repurchase

intention. Research in the hospitality sector has affirmed the positive effect of satisfaction

on repurchase intentions (Skarlicki et al., 2019). Customer satisfaction with the overall

service experience in the hospitality sector enhance the likelihood of patronizing the

service again.

Consumers in Social media

According to Bote (2020) "Consumer's Choice in The Philippines: Traditional or

Online Market?", as technology evolves, the innovation in the market has transpired. The

emergence of the consumers in the internet paves way in the development of different

online markets or e-commerce platforms in the Philippine. The researcher argues that the

online market should improve their delivery service. It is better if the consumers are

assured that the quality of products they will be buying on this market is in good
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condition so that the money they will be spending will not be wasted. The visual photos

presented in the market should be the expected product that the buyer will be receiving in

their own houses. This is one of the main issues of the consumers when buying in an

online market. The photos posted in the market can easily attract the eyes of the

consumers that is why they can easily decide to purchase the product. Hence, they cannot

also deny the fact that it is far from the reality because as they received the actual

product, the quality is not the same from the visual picture. To resolve this issue, there

should be an effective communication between the consumer and the seller. Although it

is the right of the producers to market their products by adding aesthetics to it, there

should be a place wherein the interest of every consumer regarding the products is

properly adhered to. The use of online application should also be a venue to have

feedback. The seller should have an efficient approach to the consumers to ask their

concerns, requests and other information to keep them assured that the products they will

be receiving is in good quality. In line with this, there should be a response from the

customers after the transaction in order for the online market to know what they need to

improve to surpass the standard of their consumers in delivering the services. In return,

there will be a strict monitoring in terms of securing the quality of the products for their

consumers.

Consumer in traditional selling

According to Netrev (2020) "Traditional Marketing", The traditional

markets in the Philippines are still visible even in the present time. Despite the knowing

that it is the oldest form of market, no one can turn a blind eye to the fact that most of the
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consumers rely on the said market to purchase their products. For instance, Filipino

consumers have perceptions toward the traditional market. The products are tangible

since most of them are being displayed in the market. For this reason, it is easier for the

consumers to validate the quality before deciding to purchase the products. In addition, it

brings awareness to the consumers since they can easily remember where the products

are being located, the brand and its information. As a result, it becomes helpful to every

consumer because they can smoothly identify their tested products that satisfy their needs

and wants. Moreover, the provided information will be useful for the consumers

particularly with the labels because it is also one way to inform the consumers with

regard to the products they will be buying.

Moreover, traditional market offers a buyer and seller relationship. This is

relevant for the Filipino consumers because there is an existence of "suki" system in the

market. In a study written by Ronald (1991), suki system or also known as the market

exchange relationship is evident particularly in the context of commercial market wherein

both the buyer and the seller agreed to be their regular customer and supplier. In this case,

the reduction in the price of the products is expected, but there is still an assurance that

the products are in a good condition. Added to this account is that this serves as an edge

to the consumers for the reason that there will be a special treatment from the seller in

spite of having the competition in the prices of the available products. In other words,

there will be a bargaining effect where the consumer will try to persuade the seller to

meet his or her demand. Also,the consumers towards traditional market is that it requires

personal transaction and negotiation. The physical state of every consumer is necessary in

order to convey the main concerns and demands in the product.

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In addition, purchasing a product in any traditional market guarantees the

consumer that their requests will not just be ignored. The personal interaction is highly

advised in this form of market as it contributes to acquire a better deal and create a strong

bond between the consumer and the seller since there will be questions that need to be

answered in purchasing any products. Furthermore, traditional market secures the

business reputation, develop and maintain the loyalty of their consumers (Paska, 2013).
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Chapter 3

RESEARCH METHODOLOGY

This chapter represents how the researchers come up with the results of this study

with the research design; the research locale where the study will be conducted and the

reason why researchers chose this location for the study; and the respondents that will be

surveyed to gather the data. In addition, this chapter also discuss about the instruments

that will be used which is the survey questionnaires form likert scale. In addition, the

whole gathering data procedure will undergo the statistical treatment that will be used to

interpret the gathered data.

Research Design

The researchers aim to compare two buying processes which is the Social media

selling or the traditional selling way of buying products in terms of consumer's

satisfaction. With these, they used Comparative and descriptive research design which

tends to expose the differences between of the two variables.

Comparative research aims to compare two groups of variables and eventually

draw conclusion form it. It will expose the differences between the two set of variables,

then, it will be analyzed. As the differences will be exposed, the researchers will be able

to know the satisfaction it gave to the consumers as they answer the questionnaires.

Locale of the Study

The Social media selling and traditional selling have been established anywhere.

The researchers decided to conduct their research study in Provincial Planning and
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Development Office in New Capitol Complex, Buadi Sacayo, Marawi City as it is known

that this area has a lot of government employees that bought in both buying process,

Social media selling and traditional selling. The researchers have chosen these area due to

its accessibility and certain availability of data because consumers who buys in both

buying process are present in this area.

Figure 2. Concept Map of the Study

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Sample and Sampling Procedure

This study aims to measure the satisfaction of the consumers who buy products in

both Social media selling and traditional selling. The level of satisfaction is to be

compared to know which of the two buying process is more satisfying for the consumer.

The researchers used purposive sampling which choose the participants who are

likely experienced for the subject of this study ,which in this case, were able to buy things

from both Social media selling and traditional selling. Researchers seek for the

participants by asking the employees of Provincial Plan and Development Office if they

had bought items from Social media selling and traditional selling. If they are qualified as

respondents, they will be given a questionnaire to gather the desired data needed.

Data Gathering Procedure

In pursuing the needed data of the study, the researchers will chose an appropriate

sample and sampling procedure, particularly respondents who are related to the chosen

study. These respondents are specifically the people who have bought in both Social

media selling and traditional selling.

After the informant was chosen. The researchers have made an approval letter

from the research adviser to conduct the study. Upon the approval of the research adviser,

the researchers have retrieved the approval letter and then the researchers started to

conduct their survey questionnaires and interview some of the respondents. With that, the

researchers have gave the questionnaires to the chosen respondents.

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When the data have been gathered it undergone certain statistical treatment like

Descriptive Statistics and Pearson Correlation. This treatments helped the researchers to

interpret the data and formulate the result.

Research Instruments

The researchers used interview and survey questionnaires to gather data from the

consumers. The survey questionnaires is in Likert Scale form which measures the

satisfaction of the consumer's from 1-4, being 1 as the lowest and 4 as the highest.

The survey questions that is made by one the researchers that is modified are

divided into two parts, the first part is for the consumer's satisfaction in Social media

selling. On the other hand, the second part is for the consumer's satisfaction in traditional

selling . The first and second part of the questionnaires consist of the same questions in

terms of product, price, variety, consistency of its appearance from the display to the

actual acquired item, and services.

Meanwhile, the researchers have interviewed some five people from the total fifty

selected respondents about their past purchasing experience and if the service of the

seller of both buying processes is good and satisfying or not. Moreover, it points if the

seller has a good communication relationship with the consumer's that makes them buy

more in their products and satisfied. The researchers will also interview that seek to know

if the consumer wants to buy again on the two buying process, Social media selling and

traditional selling, and recommend it to the other people or not.

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Statistical Treatment of Data

To interpret and to come up with reasonable results, the researchers used

statistical tools to evaluate the gathered data. Since the aim of this study is to compare the

social media selling and traditional selling, statistical tool that measures difference will

be used.

In addition, the researchers used Descriptive statistics and Pearson correlation for

interpreting the gathered data.

The first statistical tool that was used js the Descriptive statistics, it will be used to

summarize the characteristic of the sample set , such as the weighted mean and the

standard deviation. Moreover, the second statistical tool that will be used is the Pearson

correlation.

Weighted mean. This was used to determine the mean score of the respondents.

It will determine the average responses of the different options provided in the various

parts of the questionnaires.

Standard deviation. It was used to determine the quantity calculated to indicate

the extent of deviation for group as a whole.

Pearson correlation. It is a statistical tool used to identify the two quantitative

variables and used to see if there is a linear relationship between those variables. In this
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study, it was used to see if there is a significant relationship between the effectiveness of

Social media Selling and Traditional Selling in terms of consumer satisfaction of the

chosen respondents.
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Chapter 4

DATA PRESENTATION, ANALYSIS AND INTERPRETATION

This chapter presents the gathered data, results of the researchers’ survey and its

analysis and interpretation pertaining to the respondents of the perception of the

employees of Provincial Plan Department Office towards the two buying process, Social

Media selling and Traditional selling.

Part 1. Comparison of Consumers Satisfaction

Statements Mean Standard Deviation Verbal

interpretation

1) I am
satisfied of
buying
products in
Social media
selling.
2) The product
I bought is
satisfying and
has good
features and
quality.
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3) I am
satisfied with
the products
durability.
4) I am
satisfied with
the cost of
product as it is
budget-
friendly.
5) I am
satisfied with
the appearance
of the products
as it is same as
those
displayed.
6) There are
wide varieties
of products to
choose to meet
my satisfaction
when
purchasing.
7) I am
satisfied on
how products
are organized
and easy to
find.
8) I am
satisfied on
how the seller
entertains my
questions
about the
product.
9) I am
satisfied on
how the sellers
approach me
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politely.
10) I am
satisfied on
how the sale
staffs convince
me to buy their
product in an
appropriate
manner.
11) I am
satisfied on
how the seller
builds good
customer
relationships to
a buyer like
me.
12) I am
satisfied with
the
informations
provided from
seller about the
product.
13) I am
satisfied on the
freshness of
the received
product I
purchased.
14) I am
satisfied on the
security in
buying
products in
Social media
selling.
15) I am
satisfied on the
services in
buying
products in
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Social media
selling.