Chapter 3 Newwww

CHAPTER III
RESEARCH METHODOLOGY
This chapter presents the discussion on the research
methodology of the study, the subjects, sampling technique,
research instruments, procedure of data gathering, statistical
treatment and data analysis.
RESEARCH METHOD
In this study, the researchers used descriptive method
research. Descriptive method aims to accurately and
systematically describe a population, situation or phenomenon.
It can answer what, when, where, when and how questions, but
not why questions. It means relating to how good something is.
This means that the data were gathered from the respondents
and were interpreted in terms of the factors influencing
customer satisfaction of online shopping.
RESPONDENTS OF THE STUDY
The main source of data were the selected youth residing
at Brgy. Santo Niño, Cabanatuan City, Nueva Ecija who have
bought anything online and who have experienced online

transactions or a total of 110 respondents from the total
population of 153. The researchers distributed the
questionnaires to the respondents to answer specific questions
to know the factors influencing customer satisfaction of
online shopping. Rest assured that the researchers followed
the safety and health protocols of the said community.
Distribution of the Respondents

Gender Frequency Percentage
Male 35 32%
Female 75 68%
N=110 100%
Table 1
SAMPLING TECHNIQUE
The researchers used stratified sampling to determine the
factors influencing customer satisfaction of online shopping
in Brgy. Santo Niño, Cabanatuan City, Nueva Ecija – Youth
Perspective. This stratified sampling would help the
researchers to know the factors influencing customer
satisfaction of online shopping because in this method, it
divides the entire population into different subgroup and

randomly selects the final subject proportionally from
different strategies.
RESEARCH INSTRUMENTS
The researchers used survey questionnaires as a research
tool to gather data. This questionnaire has 3 parts: Part I
determines the general profile of the respondents. Part II
determines the factors influencing customer satisfaction of
online shopping in terms of product quality, application
safety, delivery guarantee and offers. Part III determines the
purchase experience of the customers in online shopping.
Before the data gathering of the researchers through
questionnaire, the researchers searched for other references
that will help them to acquire more information and knowledge
about the topic.
PROCEDURES OF DATA GATHERING
Before data gathering was held, a formal letter is
prepared to officially ask the permission of the respondents
prior to answering the survey questionnaire. This letter is
attached to the questionnaire which were distributed
simultaneously to each respondents. During the distribution,

the researchers asked the full cooperation of the respondents
to answer the questionnaire as honestly as possible as all the
information shall be treated with utmost confidentiality.
RESEARCH LOCALE
The respondents of the study were the selected youth
residing at Brgy. Santo Niño, Cabanatuan City, Nueva Ecija who
have bought anything online and who have experienced online
transactions.
STATISTICAL TREATMENT OF DATA
The data that were gathered through the use of
questionnaires on the factors influencing customer
satisfaction of online shopping, were tabulated and treated
statistically through the use of frequency distribution,
percentage and weighted mean.
1. The data was used to determine the percentage of the
number of respondents over the total number of population
by using Slovin’s Formula.
N
n=
1+ N ( e ) 2
Where:
n = sample size or number of respondents
N = total population size
e = margin of error
2. The data on the factors influencing customer satisfaction
of online shopping will be treated and analyzed by using
the formula of weighted mean.
WM=WF ÷ N
In which:
WM = Weighted mean
WF = Weighted frequency
N = Number of respondents
The weighted mean was computed by dividing the total
weighted frequency with the total number of participants.
RATING SCALE
VERBAL
DEGREE OF RESPONSE RANGE
INTERPRETATION
4 3.26-4.00 Always
3 2.51-3.25 Often
2 1.76-2.50 Sometimes
1 1.00-1-75 Never
Table 2

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CHAPTER III

This chapter presents the discussion on the research

methodology of the study, the subjects, sampling technique,

research instruments, procedure of data gathering, statistical

treatment and data analysis.

In this study, the researchers used descriptive method

research. Descriptive method aims to accurately and

systematically describe a population, situation or phenomenon.

not why questions. It means relating to how good something is.

and were interpreted in terms of the factors influencing

customer satisfaction of online shopping.

RESPONDENTS OF THE STUDY

The main source of data were the selected youth residing

at Brgy. Santo Niño, Cabanatuan City, Nueva Ecija who have

bought anything online and who have experienced online

population of 153. The researchers distributed the

questionnaires to the respondents to answer specific questions

to know the factors influencing customer satisfaction of

online shopping. Rest assured that the researchers followed

the safety and health protocols of the said community.

Distribution of the Respondents

The researchers used stratified sampling to determine the

factors influencing customer satisfaction of online shopping

in Brgy. Santo Niño, Cabanatuan City, Nueva Ecija – Youth

Perspective. This stratified sampling would help the

researchers to know the factors influencing customer

satisfaction of online shopping because in this method, it

divides the entire population into different subgroup and

The researchers used survey questionnaires as a research

tool to gather data. This questionnaire has 3 parts: Part I

determines the general profile of the respondents. Part II

determines the factors influencing customer satisfaction of

online shopping in terms of product quality, application

safety, delivery guarantee and offers. Part III determines the

purchase experience of the customers in online shopping.

Before the data gathering of the researchers through

questionnaire, the researchers searched for other references

that will help them to acquire more information and knowledge

about the topic.

PROCEDURES OF DATA GATHERING

Before data gathering was held, a formal letter is

prepared to officially ask the permission of the respondents

prior to answering the survey questionnaire. This letter is

attached to the questionnaire which were distributed

simultaneously to each respondents. During the distribution,

to answer the questionnaire as honestly as possible as all the

information shall be treated with utmost confidentiality.

The respondents of the study were the selected youth

residing at Brgy. Santo Niño, Cabanatuan City, Nueva Ecija who

have bought anything online and who have experienced online

The data that were gathered through the use of

questionnaires on the factors influencing customer

satisfaction of online shopping, were tabulated and treated

statistically through the use of frequency distribution,

percentage and weighted mean.

1. The data was used to determine the percentage of the

number of respondents over the total number of population

by using Slovin’s Formula.