Undergraduate Thesis

This study deals with the expectation versus reality of online shopping, more specifically, seeking the expectations and satisfaction level of online consumers towards their online shopping experiences together with the delivery services. The design used in this paper is correlational descriptive quantitative to determine and measure customers' expectations and satisfaction as well as to find out the relationship between the variables. The data gathering is a research-made questionnaire that was validated by a panel of experts. After that 30 respondents participated in the survey, the researchers sent a link to the respondents via Facebook Messenger to redirect them to Google Form which was a tool for the survey questionnaire. The overall finding of the study is that majority of online purchasers are satisfied with their online shopping experience, and they had expectations towards the delivery services of their online purchases. The findings also had determined the expectations and satisfaction with their experiences in online shopping up to delivering of the item purchased, however, it suggests that the delivery services should improve the details indicated in the order transaction to avoid miscommunication and negligence in handling the items. Online shops should maintain and improve quality service that may lead to future purchases. Furthermore, the expectation and satisfaction of online buyers had a significant difference within their demographic profile and proved that monthly income does not correlate with their satisfaction level in online purchasing. Thus, the output of this study is a proposed marketing strategy that will help online businesses and delivery services to improve meeting the expectations and satisfaction of the customer. Lastly, future researchers may flourish the gathered data in this study to develop additional findings by considering the outskirt of Parañaque City as their future respondents and propose a new strategy in line with online shopping.