CHAPTER 1

INTRODUCTION
Online shopping was invented by an English inventor called Michael Aldrich. The

early 1990’s, he invented the earliest form of e-commerce which allowed online

transaction processing between business and customers, as well as between business

and business. The invention of the first ever web browser the World Wide

Web in 1990 is the second major proponent of online shopping. Without an

interconnected internet, there would be no online marketplace at all.

There are over 2.14 billion online shoppers in the world. Increase by 4.4%

between 2020/2023. This growth is being fueled by a number of factors, including the

rise of mobile shopping, the growth of social media, and the increasing popularity of

subscription services. Using modern technology in recent year social media are

constantly adding new features to make online shopping more interactive and engaging.

They incorporate live shopping events, where brands are influences showcase products

in real-time and interact with their audience.

Understanding these advantages can inform that due to rapid growth of

technology, business organizations have switched over from the traditional method of

selling goods to online method of selling products. For example, with online shopping,

you can shop from anywhere, at any time. This means that you can avoid the hassle of

going to a physical store and save time and money on transportation . Shipping

problems and delays give the disadvantage of online selling, even the biggest and best

shipping companies and online retailers have their bad days, so there's no way to
ensure that you'll get your hands on your purchase in time unless you pick it up from a

store. Items get lost, detoured, damaged, or delivered to the wrong address more often

than you can imagine, for example on holidays; meaning they won’t pick up or ship

orders on those days. A delay of even just one day can result in major backlogs and

bottlenecks that further delay shipping.

BACKGROUND Of THE STUDY

People nowadays live by using social media since it makes life easier. What

precisely is social media? Social media are websites and applications that we utilize

with the help of the Internet, which is the link that runs through computers.

Social media is critical to the development of our age. It is an important part

of our daily lives nowadays as people obtain knowledge and skills that improve their

lives all over the world. Many activities, particularly communication, have been elevated

to new heights because to advances in social media and social networking. The

enormous benefit has had a favorable impact on the growth of our culture and

business.16 years old and above, are increasingly encouraged to use social media.

But when it comes to online shopping, does social media help us more?

The rise of social media and advancements in technology have fueled the growth of

online shopping.

Online shopping is one of the wonderful discoveries that allows individuals

to buy products from the comfort of their own homes. They no longer need to go to

product outlets and gather and stand in really long queues in front of the checkout. They
may now make purchases using only their cellphones, laptop and computers. It's

simple, quick, and only takes one click.

Shopee, Lazada, Tiktok, Shein, Zara and etc. are some examples of

developing shopping trends. Because of the items, it is popular among the younger

generation nowadays.So far, everything has been helpful. Especially for those who are

pressed for time. Students, for example, are influenced by social media since they are

too busy to shop at malls and prefer to save money by shopping online using vouchers.

Also, because of promotions, vouchers, freebies, deals, and so on, they get people's

satisfaction, which encourages them to buy the product online. As a result, social media

is beneficial when it comes to online purchasing. Consumer behavior is influenced by

social media by supplying consumers with knowledge about various products and

services, this information influences purchasing decisions since it boosts their

bargaining power.

Social media platforms derive advantages from their user base, particularly

those engaged in online selling. For instance, platforms like Tiktok are utilized for sales

purposes, as individuals create videos showcasing products to sway potential buyers.

Additionally, customer reviews play a significant role in enticing consumers to make

purchases.

RESEARCH OBJECTIVES

This study aims to thoroughly analyze the factors that influence Grade 11

satisfaction of online shopping of Senior High School Students in San Pablo

to:

I. To examine the decision-making process involved in online buying by

contrasting offline and online decision making and determining the price that

influence online shoppers, especially students decisions to make purchases

or not.

II. To explore the variables influencing internet shopping. Building on the theory

of planned behavior, a model is built to explain how many circumstances

affect the intensions and conduct of online shoppers including grade 11

students.

III. To investigate consumer intensions to shop online are significantly influenced

by subjective norms, attitudes, and views about the potential perceived

drawbacks of online buying.

CONCEPTUAL FRAMEWORK

Independent Variables Dependent Variables

1. Brand
2. Time Saving Grade 11
satisfaction of online
3. Product Quality
shopping
4. Online Shopping
Experience

Profile of the Respondents

satisfied with a firm or service, they are more likely to tell others about it. For example,

in Motorola, retailers must provide their customers with the best possible customer

service while also ensuring a smooth transition between shopping on the Internet and

in-store if they want to provide a unique shopping experience and resulting customer

retention in order to increase sales. Hsieh and Liao (2011) found that online purchasing

experience moderates the effect of perceived utility of behavioral intentions. The

frequency of purchases is associated to the likelihood of online purchasing and

adversely related to the likelihood of abandoning an online transaction.

H1: Customers don’t want to just purchase products, they also want to enjoy a

seamless, efficient, and engaging shopping experience.

This study is also attached to (Robert & Xiangyu, 2011) which states that a

shopping experience refers to the thoughts and feelings that a consumer has when

using a product or service. The client experience may give a new way of competition.

H2: The results indicate that the customer satisfaction of online shoppers is influenced

by product delivery, perceived security, information quality and product variety.

According to Alam and Yasin (2010), satisfied clients are more likely to

repurchase if the service provider meets or exceeds their expectations. Thus, the more

experienced consumers are with online shopping and the more satisfied they are with
previous online transaction experiences, the higher their purchase amounts, the more

likely they are to be repeat purchasers, and the lower the likelihood of them abandoning

an intended online transaction.

H3: If people expect prices to go up, they’re more likely to buy now, shifting the demand

curve to the right.

SIGNIFICANCE OF THE STUDY

This study will find out the factors that influence Grade 11 satisfaction of online

shopping of Senior High School Student in San Pablo Christian School Year 2023-

2024.The result of the study will be of great benefits of the following:

Student: This study will increase the awareness of the grade 11 students on

how online selling affect at different areas such as the health and academic

performance of the students that make online selling as their part time job.

Seller: This study can guide the seller to become good at managing online

businesses and to develop more strategies. And also help them to provide more

ideas about selling.

Owner: This study will help business owners to become aware to affect of

internal control on its inventory and the performance so that they can plan a better

marketing strategy. And also, the understanding of the customers satisfaction factor

can help owner to build trust and brand loyalty.

media is a great place for the new trends, products, and other stuff that interest

them. Social media has the most impact nowadays on people, it will be making

easier to find an apps to use online shopping.

Future Researcher: This study will assist student researchers in being aware

of and informed about the procedures involved in the online shopping. It will help

students become better analysts and will serve as a future reference for future

investigations.

RESEARCH METHODOLOGY

This chapter consist of the method to be used by the researcher in

determining the factors that influence grade 11 and the satisfaction of online

shopping among grade 11 students at San Pablo Christian School. Such as

research design, respondents to the study. Data gathering process and statistical

treatment of the study.

RESEARCH DESIGN

This research employed a descriptive research design to identify the factors

influencing customer satisfaction in online shopping among students at San Pablo

Christian School during the academic year 2023-2024. The researcher gathered

potential solutions through a combination of questionnaires, interviews, and

observations. The study focused on Senior High School students enrolled at San Pablo
Christian School as respondents, serving as the primary data source for the academic

year 2023-2024.

The thesis chapter you've provided is well-written and informative. It covers all the
essential elements of a thesis chapter, including:

Introduction: You effectively introduce the topic of online shopping, its history, and
its prevalence.
Background of the Study: You clearly explain the role of social media in online
shopping and how it influences consumer behavior.
Research Objectives: You outline the specific goals of your research, which are
clear and focused.
Conceptual Framework: You present a well-structured framework with independent
and dependent variables, along with relevant hypotheses.
Significance of the Study: You explain the potential benefits of your research for
various stakeholders, including students, sellers, owners, consumers, and future
researchers.
Research Methodology: You provide a detailed overview of your research design,
including the type of research, respondents, data gathering methods, and statistical
analysis.

Areas for Improvement

Citation format: In the "Conceptual Framework" section, some citations use author
names instead of publication dates. Make sure to follow a consistent citation format
throughout the thesis.
Hypothesis wording: Some hypotheses could be rephrased to be more precise and
measurable. For example, instead of "Customers don't want to just purchase
products, they also want to enjoy a seamless, efficient, and engaging shopping
experience," you could say "Customer satisfaction in online shopping is positively
correlated with the perceived ease, efficiency, and engagement of the shopping
experience."
Research design details: Consider providing more specific information about the
data gathering process, such as the sample size, sampling technique, and
questionnaire/interview content.
Grammar and punctuation: There are a few minor typos and grammatical errors
throughout the chapter. Double-check for these before finalizing the document.