CUSTOMER SATISFACTION AND E-COMMERCE EXPERIENCE OF THE SENIOR HIGH SCHOOL STUDENTS

Abstract

E-commerce is popular among teenagers throughout the country. Shopping online is advantageous for consumers but also carries higher risks than shopping personally. When online stores provide products that do not exceed the customers expectations, that will lead to customer dissatisfaction. Thus, this study was conducted to determine the significant relationship between the two variables, the customer satisfaction and the e-commerce experience of the senior high school students. The researchers used a descriptive correlation non-experimental quantitative research method. A stratified random sampling of 108 responses collected across the Rizal Memorial Colleges senior high school department, and the entire data collection and analysis process took about two weeks. Furthermore, a modified survey questionnaire was used to collect data from the respondents, and all of the data was analyzed appropriately with the assistance of a competent statistician. According to the findings, Information and Website Design have the highest value of all indicators of the two variables, implying that these two are the most affected factors when it comes to online shopping. The findings also revealed that the level of customer satisfaction and the e-commerce experience was high and often evident. The correlation between the two variables was moderately high positive (r = 0.728), which ended up rejecting the studys null hypothesis. The analysis of the findings confirmed that students who are pleased with their online shopping experience have a high level of e-commerce experience. As a result, the researchers suggested that people who like to shop online must be aware of all the risks that may arise and cause them to be dissatisfied with the product. KEYWORDS: Customer satisfaction, E-commerce experience, Information, Website design, Senior high students, Philippines