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Documente Profesional
Documente Cultură
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ACKNOWLEDGEMENT
First and foremost, the researcher humbly gives glory, honor and praise to
God, for giving her the knowledge and wisdom for the success of this study.
You have been her strength, foundation and the best teacher who has never
To her family who are always there for her, never stopped encouraging
and supporting her especially when she felt like quitting and giving up. Thank
you always for reminding her that you are one of the reasons why she is still
And to her friends and classmates who are always helping her to find
solutions to every problem that she encountered. She knew that they have
their own problems too, but still they were there for her and willing to help. She
may not be able to finish this without your help, guys. So thank you so much!
Pahm who serve as her adviser. Thank you also to the panel members Mr.
Marl T. Ale and Mrs. Linda U. Dela Pena for always correcting and guiding
her, you are the key to her success of this study. Thank you!
IRENE V. AUTIDA
Researcher
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TABLE OF CONTENTS
Title Page
Approval Sheet i
Acknowledgement ii
List of Tables vi
Abstract viii
Chapter I Introduction 1
Rationale 1
Research Objectives 2
Definition of Terms 20
Chapter II Methodology 21
Research Design 21
Research Locale 22
Research Instrument 23
Data Collection 24
Statistical Analysis 25
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Gender 27
Age 28
Civil Status 28
Employment Status 29
Monthly Income 30
Mobile Technology 33
Trust in M-commerce 34
Intervention Matrix 36
Chapter IV Discussion 37
Socio-Demographic profile of the respondent 37
Gender 37
Age 37
Civil Status 38
Employment Status 38
Monthly Income 38
Level of customer satisfaction in m-commerce 39
Service Quality 39
Mobile Technology 39
Trust in M-commerce 40
Overall about M-commerce 40
Conclusion 41
Recommendation 42
Literature Cited 43
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Appendices
B Survey Questionnaire
E Editor’s Certificate
F Documentations
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LIST OF TABLES
1 Likert Scale 26
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LIST OF FIGURES
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ABSTRACT
these objectives, the research was carried out to determine the customer
through purposive sampling from 200 respondents who use mobile devices for
online transaction.
The findings of this research revealed that the quality of the service, trust
and mobile technology are the main predictors that affect Davao City customer
satisfaction in m-commerce. The result showed that most of the customers are
female and ages 18-27 always used their mobile devices, most of them are
single followed by married and employed, and they received a monthly income
of 10,000 below.
manifested. This means that customer who used their mobile devices are
slightly satisfied in the city. Other findings revealed that customer satisfaction
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