Date of Publication

8-22-2011

Document Type

Bachelor's Thesis

Degree Name

Bachelor of Science in Commerce Major in Business Management

Subject Categories

Business Administration, Management, and Operations | E-Commerce

College

Ramon V. Del Rosario College of Business

Department/Unit

Business Management

Thesis Adviser

Delfin D. C. Mauricio

Defense Panel Chair

Emilina Sarreal

Defense Panel Member

Jyro Trivino

Abstract/Summary

This research project aimed to identify the following: (1) the factors that influence consumers to shop online, (2) the attributes that affect consumer satisfaction, and (3) the factors that contribute to the promotion of online shopping. It also aimed to study how to retain the active online consumers while converting those consumers patronizing the brick-and-mortar businesses. The researchers limited the study on Metro Manila consumers aged 15 to 40 who have experienced online shopping and the potential ones. Survey forms were distributed randomly to qualified respondents in Metro Manila. The results were recorded through the use of Microsoft Excel. The researchers used Multiple Regression to identify the factors that affect online shopping behaviour. The researchers also used Pearson's r correlation to determine if there is a relationship between the importance and satisfaction of the attributes. The results showed that only a small percentage of the online behaviour is explained by the given attributes. Based on the results, the relationship between the importance and satisfaction of the product, service, and payment attributes is moderate, positive while the relationship between the importance and satisfaction of security attributes is weak, positive. The group recommended the online sellers to focus on product information, delivery time, response time, ease of use, privacy of personal information, and security of information to satisfy and retain current and loyal customers also gain more potential customers.

Abstract Format

html

Language

English

Accession Number

TU19149; CDTU019149

Shelf Location

Archives, The Learning Commons, 12F, Henry Sy Sr. Hall

Physical Description

70 leaves : illustrations (some colored)

Keywords

Teleshopping; Consumer satisfaction; Consumer behavior

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