Date of Publication

11-14-2022

Document Type

Bachelor's Thesis

Degree Name

Bachelor of Science in Business Management

Subject Categories

Marketing

College

Ramon V. Del Rosario College of Business

Department/Unit

Decision Sciences and Innovation Dept

Thesis Advisor

Roderick Pangindian

Defense Panel Chair

Wilson Cordova

Defense Panel Member

Reinnite P. Madrid

Abstract/Summary

Regarding measuring customer satisfaction, some models have been proposed that may be used to measure customer satisfaction effectively. The model commonly used is the SERVQUAL model, also known as the Service Quality Model, which focuses on the services and work ethics presented by the employees towards their customers, thus affecting customer satisfaction. With the additional factors being used by customers as means of measuring their satisfaction, more models have been developed, such as Pricing Strategy, Competition, and Store Attributes. With the recent pandemic, it was seen that consumers have shifted to a more digital platform in conducting their business, may it be in social media or e-commerce platforms. That is why the researchers decided to test the different variables that may affect customer satisfaction and add social media as a new factor for single-location service businesses in the Philippines. With some restrictions and hindrances, the researchers decided to settle with Tire King and Rubber Products, Inc. as the business to be used in collecting the necessary data. Regarding the results, the researchers had promising research outcomes. The relationship between variables ranges from a weak positive relationship to a moderately positive one, with store attributes standing out of all the variables mentioned.

Abstract Format

html

Language

English

Keywords

Consumer satisfaction; Customer loyalty; Electronic commerce—Philippines

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Embargo Period

3-5-2023

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