FEU ROOSEVELT RODRIGUEZ

SENIOR HIGH SCHOOL DEPARTMENT

S.Y. 2021 – 2022

Trustworthiness of E-Commerce Platforms as Perceived by Selected

Grade 11 Students of FEU Roosevelt Rodriguez

Presented by:

Group 1

11–ABM A THESIS COMPILATION

Cagatin, Carl Angelo Y.

Casio, Damara Christia A.

Cristobal, Alexandra Jemima A.

Dineros, Janna Isabel D.

Francisco, Louise Andrei F.

Hernandez, Gian Marco F.

Perez, Denise Katriel B.

San Juan, Lei A.

Violon, Christian Bernadine C.

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 Presented to:

Ms. Mara Cassandra Llantada, LPT

Practical Research 1

Instructor

January 30, 2022

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 ACKNOWLEDGEMENT

Truly inexplicable is the feeling of the researchers to have

surmounted the final obstacle in their Practical Research 1

subject. This success would not have been made possible without

the people who rallied behind their backs and supported them

throughout this undertaking. These people are the very reason for

this accomplishment; therefore, the researchers extend their

sincerest gratitude to the following:

To Ms. Mara Cassandra Llantada, their research adviser, for

tirelessly sparing her knowledge on the nitty-gritty of research

and continuously guiding the researchers for the success of this

study.

To the validators for helping them craft their research

instrument and equipping them with insightful feedback and

suggestions.

To the participants, the Grade 11 students of FEU Roosevelt

Rodriguez, for granting the researchers’ humble request to be

interviewed.

To their families and friends for keeping them company and

being their support in times when they face a hardship in

accomplishing this study.

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 Most especially to their parents for their moral support and

love, and for serving as the researchers’ greatest source of

motivation and inspiration.

Above all, to the Almighty God for pouring us droplets of

faith and strength when everything seemed impossible.

Group 1

11-ABM A

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 DEDICATION

This paper is wholeheartedly dedicated to

The researchers’ parents:

Eleonor and Carlito Cagatin

Mavis and Jerry Casio

Michele and Jerome Cristobal

Jesusa and Jonathan Dineros

Celinia Francisco

Romina and Mark Hernandez

Michelle and Dennis Perez

Lolita and Rafael San Juan

Jessica and Efren Violon

And to the beloved FEU Roosevelt Rodriguez.

Group 1

11-ABM A

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 ABSTRACT

This study determined the main perceptions of selected

Grade 11 students of FEU Roosevelt Rodriguez regarding the

trustworthiness of e-commerce platforms, the factors that affect

their perceived trustworthiness, and their perceived risks of

the platforms. The study employed a qualitative research design,

specifically, phenomenological approach, to answer the problems.

The data were gathered by employing purposive sampling and one-

on-one interviews from 18 participants, and they were analyzed

using thematic analysis.

The results of the study determined that the participants

have “trustworthy,” “partially trustworthy,” and “not

trustworthy” as their main perceptions. It was also indicated

that the factors affecting the participants' perception were

based on competence, benevolence, and openness dimensions.

Lastly, the participants indicated four (4) perceived risks of

e-commerce platforms: fear of getting scammed, data privacy

issues, delivery delays, and tendency to catch viruses.

Of all the participants, most of them inferred that e-

commerce platforms are partially trustworthy and that they

mostly consider the competence dimension crucial in determining

an online shop’s trustworthiness. Most of them also worry about

the fear of getting scammed. On this basis, it is suggested that

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both customers and online sellers understand and work on the

three factors affecting perceived trustworthiness. Online

sellers should also thrive on lowering the consumers’ perceived

risks.

Keywords: electronic commerce, e-commerce, perceived

trustworthiness

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 TABLE OF CONTENTS

TITLE PAGE i

ACKNOWLEDGEMENT iii

DEDICATION v

TABLE OF CONTENTS vi

ABSTRACT vii

1. THE PROBLEM AND ITS BACKGROUND

Introduction 1

Conceptual Framework 5

Statement of the Problem 6

Scope and Limitation 6

Significance of the study 7

Definition of terms 7

2. REVIEW OF RELATED LITERATURE

Defining Electronic Commerce 10

Popularity of E-commerce 12

E-commerce Platforms’ Advantages 16

and Disadvantages

Issues in E-commerce Platforms 19

Perception on Trustworthiness of 23

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 E-commerce Platforms

3. RESEARCH DESIGN AND METHODOLOGY

Research Design 26

Research Locale 27

Subject of the Study 28

Research Instruments 29

Data Collection Procedure 30

Data Analysis Procedure 30

4. PRESENTATION, ANALYSIS, AND INTERPRETATION OF DATA

Profile of the Respondents in terms of Age 32

Profile of the Respondents in terms of Sex 32

Research Question 1 33

Research Question 2 37

Research Question 3 44

5. SUMMARY OF FINDINGS, CONCLUSIONS, AND RECOMMENDATIONS

Summary of Findings 49

Conclusions 53

Recommendations 53

REFERENCES 55

CURRICULUM VITAE 63

APPENDICES

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Questionnaire 77

Calculation of Validation 78

Transcription Table 80

Letter 153

Documentation 155

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 CHAPTER 1

THE PROBLEM AND ITS BACKGROUND

This chapter includes the Introduction, Conceptual Framework,

Statement of the Problem, Significance of the Study, Scope and

Delimitations of the Study, and the Definition of Terms.

INTRODUCTION

The year 2020 was a significant shift for many people because

of the outburst of the COVID-19 pandemic. In the Philippines,

people were forced to stay under the roofs of their houses while

establishments, including shopping centers, were ordered close.

And to adapt to the circumstance, Filipinos shifted themselves

into the online world and opted to purchase their necessities

through electronic commerce.

The invention of technology, including the Internet, has

positively and negatively impacted our everyday lives. It brought

change to the market, allowing entrepreneurs and business owners

to reach a wider audience and increase their profit. On the other

hand, it also allowed consumers to access a wide array of products

anytime and anywhere. All these are possible because of the

Internet’s worldwide network that connects different people across

different nations.

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 However, even with the opportunity-filled global marketplace

the online world birthed, there exist doubts about whether online

shopping platforms can be trusted and issues alike. Online shopping

hesitancy has been a growing problem among consumers of e-commerce.

It sprouted mainly because of the growing perceived risk of the

customers (Cho, Kang, & Cheon, 2006). Perceived risk refers to the

subjective evaluation of a customer regarding the probable

negative outcome of purchasing a product. Simply put, the higher

the perceived risk of a customer to an online shop, the less likely

they will purchase on that shop. The study of Nadia, Aziz, and

Wahid (2018) suggested that fear of getting scammed is the primary

concern about shopping online. They also observed that customers'

significant problems include privacy and security issues.

Additionally, Olusoji, Ogunkoya, Lasisi, and Elumah (2015) found

that the trustworthiness in e-commerce is lower than that of brick-

and-mortar.

In fact, the Philippines was logged as one of the countries

with a high rate of digital logistics fraud. Vitangcol (2021)

narrated their readers’ shared experiences on the delivery issues

of a particular local courier. One of them said that their neighbor

experienced receiving a parcel they did not order. Likewise, the

Department of Justice-Office of Cybercrime also received the same

report, wherein complainants were forced to pay for a package they

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allegedly bought online. The selling of counterfeit products is

also rampant in e-commerce. In an article by Philippine News

Agency, it was reported that two warehouses in Manila were closed

for selling fake cosmetic and beauty products in Shopee and Lazada.

They were found to be selling counterfeit products from some of

the high-end toiletry brands. All these setbacks hinder the trust

formation of customers towards online shops, given that trust is

a crucial element in making e-commerce successful.

Trust’s definition varies from different areas of discipline.

However, most researchers concur that trust is comprised of three

major aspects: (a) uncertainty about the results of interaction,

(b) personal harm as a possible outcome of the connection, and (c)

a lack of influence over the outcomes. “In essence, consumers

simply do not trust most Web providers enough to engage in

relationship exchanges with them” (Hoffman, Novak, & Peralta,

1998). Trust plays an essential role in e-commerce as it helps

alleviate people’s uncertainty and lower the perceived risk in

transactions. Trust is also the key to turning site visitors into

buyers (Büttner & Göritz, 2008).

These issues that bother most people serve as a towering

barrier in recognizing the development and potential of electronic

commerce. Since trust is paramount for online business, studying

consumers’ perception of it would help identify the existing

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problems and address the roots that cause them. That is what this

study at hand intends to fathom. The lack of awareness and the

prevailing trust issue encompassing e-commerce has prompted the

researchers to conduct this study. Previous studies have already

been undertaken to address the same issues; however, they are

already outdated. Most studies were performed 5–15 years ago, and

this study will update the existing body of knowledge because

people's perceptions change over time. Previous studies were also

conducted in a different locale; most were outside the Philippines.

Because of that, cultural differences can hinder the applicability

of the previous results in the current setting. Additionally, some

studies are also limited in certain aspects, like the study of

Hanai & Oguchi (2009), wherein they focused on online shops of

branded products. And lastly, this study undertaken will focus on

the lenses of the younger generation, specifically, students.

At the end of this research, the researchers aimed to fill in

the research gaps, add new information into the knowledge economy,

and explain the perceived trustworthiness of the participants

regarding e-commerce as a shopping platform.

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CONCEPTUAL FRAMEWORK

Figure 1. A Conceptual Model of the “Trustworthiness of E-

Commerce Platforms as Perceived by Selected Grade 11 Students of

FEU Roosevelt Rodriguez.”

The above research paradigm is a Proposed Original Model. It

constitutes the variables and constructs present in the study.

After their data analysis, the researchers crafted the paradigm

for a more accurate representation, and they based its content on

their literature review, research problems, and findings. The

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variables in the first and second columns are the factors that

directly affect the trust formation of the participants.

Statement of the Problem

The study aimed to determine the varying perceptions of

selected Grade 11 students of FEU Roosevelt Rodriguez regarding

the trustworthiness of e-commerce platforms. Specifically, it

sought to answer the following questions:

a. What are the perceptions of Grade 11 students regarding the

trustworthiness of e-commerce?

b. What are the determining factors of the participants in

assessing the trustworthiness of an e-commerce platform?

c. What are the perceived risks of e-commerce platforms

identified by the participants?

Scope and Limitations of the Study

The study only focused on knowing the perceived

trustworthiness of the students regarding e-commerce platforms and

the underlying factors behind them. The participants’ perceptions

are limited to the trustworthiness of e-commerce platforms. The

researchers focused on e-commerce as an online shopping platform

throughout the study.

The respondents of the study were selected Grade 11 students

enrolled in FEU Roosevelt Rodriguez for the S.Y. 2021–2022 who

have enough experience in online shopping.

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Significance of the Study

This study sought to benefit different groups of people who

wish to know the different perceptions of students about the

trustworthiness of e-commerce platforms when purchasing a product.

For the students: This may help them understand their fellow

students and their own point of view about the trustworthiness of

e-commerce platforms. This will serve as a guide when they choose

to purchase products in e-commerce.

For consumers: This may be their basis for finding trusted

shops, products, or brands that can satisfy their needs.

For online sellers: This may help them devise strategic plans

and schemes that could increase the marketability of the products

they sell. This may also help them understand their customers

better. Also, this could help them produce techniques and

strategies on how customers could trust them.

For future researchers: This may help them conduct further

studies and develop new knowledge about the topic. This research

could be their reference and springboard as they create their own

study, and it will provide a solid foundation or point to consider.

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Definition of Terms

To better understand the content of this study, the following

terms were operationally and conceptually defined.

1. Brick-and-mortar stores - it is a business that has at least

one physical location or store.

2. Commerce - the exchange or buying and selling of commodities

on a large-scale involving transportation from place to

place.

3. Convenient – something that can be accessed easily and can

save work and time.

4. Counterfeit – a fraudulent replica of a product.

5. Courier - a company or employee of a company that transports

commercial packages and documents.

6. Defective – a product that is faulty and does not work

appropriately.

7. E-commerce - software that enables the commercial process of

buying and selling over the Internet.

8. Encompasses - to include or as a part of something.

9. Fraud - the crime of using dishonest methods to take something

valuable from another person.

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10. Hesitancy - the quality or state of being hesitant.

11. Market – an area wherein sellers and buyers can meet to

trade or transact goods and services.

12. Marketability – the ability of a product to be sold

easily and quickly.

13. Parcel - a thing or collection of things wrapped in paper

to be carried or sent by mail.

14. Rampant – a thing that is widespread or growing quickly.

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 CHAPTER 2

REVIEW OF RELATED LITERATURE

This chapter presents the review of previously written

literature and studies, both local and foreign, that the

researchers considered pertinent in strengthening the current

study.

Defining Electronic Commerce

With a world continuously advancing to the 21st century and

heeding to the call of globalization, the use of e-commerce

platforms has grown now more than ever. Kütz (2016) defines

electronic commerce, or e-commerce, as exchanging products or

services using the Internet. E-commerce utilizes technology, like

the World Wide Web (WWW) and electronic mail (email), as part of

its transaction. Furthermore, he also explained that e-commerce is

the digitalization of business, in a sense that its usage is

heavily reliant on Information & Communication Technology (ICT).

E-commerce is also used to refer to shopping on the Internet;

however, e-commerce also encompasses “businesses trading with

other businesses and internal processes that companies use to

support their buying, selling, hiring, planning, and other

activities” (Schneider, 2011). E-commerce is also often referred

to as e-business, a symbiosis of technology and business (Mirescu,

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2010). Simply put, e-commerce constitutes buying and selling of

products as well as business communication on the Internet.

In the Philippines, e-commerce is recognized under the

Republic Act 8792, otherwise known as the Electronic Commerce Act

of 2000. The law aims to employ electronic mediums and technology

to facilitate national and international transactions and

recognize the validity and dependability of electronic papers

connected to those activities. It also seeks to strengthen the use

of e-commerce and promote its widespread use to the public (R.A.

8792, 2020).

E-commerce is vast and complex; hence it is divided into

different types according to its function: direct and indirect e-

commerce. Indirect e-commerce refers to ordering a physical

product online that can only be delivered traditionally. In

contrast, direct e-commerce pertains to ordering an intangible

product that can be received online solely in digital form

(Gustavsson & Johansson, 2006). Some other types of e-commerce

include Business to consumer (B2C), Business to business (B2B),

Consumer to business (C2B), Consumer to consumer (C2C), Government

to business (G2B), Business to government (B2G), and Consumer to

government (C2G) (Ecommerce Guide, 2021).

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 In the book of Schneider (2011), he pointed out that even

though the Internet has enabled online shopping to be viable for

many firms and consumers, electronic commerce has existed for many

years already. E-commerce came to be because of electronic data

interchange (EDI). EDI is the electronic transmission of documents

and data from one business to another (Yan & Concetta, 2007). In

1979, English inventor Michael Aldrich was said to have discovered

the concept of online shopping even before the Internet came to

fruition (Pioneers of Online Shopping, 2014). Now with technology

getting even hotter, different e-commerce platforms are soaring to

meet the needs of the consumers.

On the other hand, Shafiyah, Alsaqour, Shaker, Alsaqour, &

Uddin (2013) enumerated the unique features of e-commerce in their

review: Personalization/Customization, Interactivity, Universal

standards, Ubiquity, Global reach, Richness, and Information

density. The features mentioned above make e-commerce interesting

for the public. However, they also pinpointed problems concerning

e-commerce, like the difficulty in quantifying costs and benefits,

trouble recruiting and retaining employees with needed skills, and

cultural and legal obstacles. Nonetheless, they still concluded

that e-commerce carries significant changes and contributions.

Popularity of E-commerce

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 Efendioglu (2009) explained that the number of people using

the Internet had constantly increased worldwide, providing trends

and opportunities for global and regional e-commerce. Although, as

with the Internet, various aspects of the local environment have

resulted in considerable differences in e-commerce adoption and

growth in various parts of the world.

The United States Department of Commerce projected that

consumers spent $791.70 billion online with U.S. merchants in 2020.

This is the most significant e-commerce growth in the United States

in about two decades. It is also more than twice the 15.1% increase

seen in 2019 (Ali & Young, 2021). The United States of America

represents the North American continent because of its significant

contribution to e-commerce sales. The U.S. is one of the fast-

pacing countries in electronic commerce, mainly because of

consumers’ paramount trust in e-commerce in their country.

Additionally, trends are the main reasons why e-commerce in the

U.S. proliferated. A growing trend within the e-commerce market in

the U.S. is the increasing presence of mobile shopping (Coppola,

2021). Meanwhile, in South America, e-commerce gained popularity

because of the pandemic. Specifically, in Latin America, the year

2020 became pivotal for them. Consumer behavior in the region

changed as they opted to purchase through online stores to supply

their needs. During the first week of the pandemic declaration, e-

commerce sales in Latin America grew by 230% (Chevalier, 2021).

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 In Europe, e-commerce rose in popularity, and trends are

pointed out as the ones that helped boost the sales of e-commerce

stores on the continent. According to Perry (2020), Western and

Northern European e-commerce rapidly increased, while Eastern and

Southern European countries are still trying to engage in online

shopping for the first time because of the influence of social

media.

Varrella (2021) reported that the significant growth of e-

commerce in Africa is attributed to the penetration of technology

and the continent’s population. Africa has the second largest

population nationwide; as such, it is easy for them to ensure a

good sale. Nigeria, South Africa, Kenya, Morocco, and Egypt are

among the competitive markets in Africa. Online retail is thriving

in these areas, owing to the presence of several big corporations

that also operate in several African countries: Jumia, Konga,

Takealot, and Kilimall. Consumers’ product preference is primarily

on electronics, clothing, and shoes in Nigeria, South Africa,

Morocco, Kenya, and Egypt. Although there is an evident boom of e-

commerce in Africa, statistics claim that online shopping in the

continent is still below the global average.

Byun (2021) marked that incorporating online and offline

channels made retail success in Australia possible. Stores in

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Australia already eyed investing in e-commerce to elevate

profitability and competitiveness. Being eleventh nationwide in

terms of e-commerce, Australia is anticipated to reach a revenue

of USD25.7 billion in 2020 and USD32.3 billion by 2024. Compared

to brick-and-mortar stores with only a 3.4% market increase, e-

commerce holds a 15.5% increase year over year (Australia’s

eCommerce, 2020).

In Asia, e-commerce is predicted to overgrow. In 2018, the

number of online buyers in the Asia Pacific was expected to surpass

one billion for the first time, accounting for nearly 60% of all

users in the area. As one of Asia’s fastest expanding markets,

India has a bright future for e-commerce (Munshi, 2018).

Moreover, E-commerce is widely acknowledged as an essential

resource for most businesses. China, having a population of over

1.3 billion people and double-digit economic progress, has the

potential to become the world’s largest Internet and

telecommunications market provided that their certain economic,

environmental, and organizational hurdles are overcome.

(Stylianou, 2009)

As Manglinong (2018) cited, online shopping has become

increasingly popular in the Philippines in recent years. The

respondents’ preference for Internet shopping was based on

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convenience, lower pricing, and exclusive offers. According to

Masigan (2020), Filipinos are the most active on social media,

given the highest Internet penetration rates in the region. Despite

their strong Internet connectivity, Filipinos have been slow to

adopt e-commerce. Filipinos have been reluctant to spend money on

the Internet, either because of the discomfort of disclosing

financial information online or because of concerns about the

legitimacy of e-merchants. During the five-month quarantine,

however, this altered. Filipinos were convinced to buy food and

other necessities on the Internet due to their confinement at home.

As a result, a surge in e-commerce transactions happened. Since

the quarantine began, trustworthiness in the safety and

reliability of e-commerce has progressively increased. E-commerce

has become mainstream. Whether or not a vaccine is developed, its

financial impact will only grow in the coming years.

E-commerce Platforms’ Advantages and Disadvantages

E-commerce enables the electronic exchange of goods and

services despite time and distance (Franco & S, 2016). Convenience

is one of the most known positive effects of e-commerce because

online shopping saves time for the customers, unlike traditional

brick-and-mortar stores. One most enjoyed convenience of online

shopping is the capability to shop for products at the customer’s

own pace (Chang, n.d.). Convenience has always been the underlying

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factor in why consumers adopt online shopping. Another substantial

effect of e-commerce is for introverted people who are not into

social discourses. Online shops would be more comfortable for them

since no physical interaction will occur. Customers could also

easily switch from one store to another if a shop did not satisfy

their standards and needs. E-commerce also provides customers with

a wide array of options to choose from. If a product is not

available on the local marketplace of the customer, they could opt

to purchase it overseas. A buyer can also put reviews on the shop

if the product or service of a shop is satisfactory or not, which

can also aid other customers when they choose to purchase a product

on that shop (Khan, 2016).

Furthermore, numerous online shops offer plenty of vouchers,

and every month, they have sales, promos, and events. That means

prices have been lessened, and products may be bought at an

incredibly accessible price. A cost reduction can also come from

the owners, as they sell their products without having a physical

store. Owners do not have to pay the rent and employee costs, and

the buyers can purchase items at a great price (K, 2019).

On the lens of businesses, e-commerce enables entrepreneurs

to have easy access to the market. With the availability of the

Internet, companies can easily reach out to the public to sell

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their products. They could get swift growth with many Internet

users today. Selling online also helps businesses remove expenses,

including rent and salaries. E-commerce also allows businesses to

market their products overseas. It makes it easier for them to

advertise their products beyond local consumers since there are

highly in-demand products in other countries. Also, with an online

business, firms can easily track down their records automatically

using artificial intelligence (Advantages and disadvantages of

online retailing, 2021).

On the other hand, one of the negative effects of e-commerce

is the potential risk to consumers' and merchants’ personal

information security. Various customers who buy products on online

platforms leave their purchase information, such as their credit

card number, allowing hackers to exploit consumers’ personal

information security. In e-commerce, buyers cannot touch and see

the product physically, which is a disadvantage for some when

assessing the quality of the product, especially if the product is

expensive. Additionally, online shopping entails waiting because

products are usually delivered within 1–7 days. It can be a hassle

for buyers who need the product already right away. Karthikeyan

(2016), according to his study, showed that customers had

experienced problems in delivery, customer service, refund, and

defective items.

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 For businesses, consumer trust is one of the seen

disadvantages of e-commerce since most buyers are hesitant to buy

products online. Designing, securing, and maintaining a decent

website is pricey, and the advertising costs to efficiently

increase the store's marketability (NI Business Info, n.d.).

Another evident disadvantage, according to (Schneider, 2011), is

the struggle to hire employees with needed technological skills.

Businesses also had difficulty training their workers with

technical, design, and business process skills.

Issues in E-commerce Platforms

With the world’s shift from brick-and-mortar to e-commerce

comes several sets of issues and challenges. Likewise, E-commerce

Nation (2019) listed some of the issues customers face in online

shopping: poor return policies, long delivery times, lack of

product information, and slow loading times. However, on the

businesses’ side, there are also plenty of legal issues present at

hand. Intellectual property, trademark, copyright, transaction,

and privacy issues are the problems enumerated by (EuroLogo

Marketing, 2016).

A lot of Filipinos are really into online shopping. That is

why scams are emerging and in new forms. E-commerce giants in the

Philippines, like the Amazon, Alibaba, Shopee, Lazada, and Zalora

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are being tainted by different frauds. People should not avoid and

ignore the attempts that these scammers will contact you through

your phone or email but help avert possible new victims from

getting duped (Gamboa, 2020). Fraudsters exploit the upswing of e-

commerce amid COVID-19 pandemic and spoof sites, web skimming of

customer details, fraudulent email offers, data breaches, and

other scams increase (Philstar, 2020). Additionally, TransUnion

(2021) Global Consumer Pulse study said that as e-commerce in the

Philippines booms, business fraud also continues to escalate. The

study also pointed out that 44% of Filipino consumers had been

victims of digital fraud in the last three months since March.

Generation Z and Millennials are among the vulnerable in terms of

fraud attempts. Salcedo in Eastern Samar, Makati City, and Manila

were the three highest areas where fraudulent activities usually

occur.

When the pandemic started, we shifted from in-person to online

commerce, and both are opportunities and challenges for sellers.

Shopping online has become more comfortable, especially when

purchasing from global brands. It was reported by the rising

numbers of international orders announced by 54% of retailers.

Based on Muelders (2020), there are three reasons for a failed

delivery attempt; the first is that the receiver was absent, and

there was no one to receive the parcel; second, the delivery

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address was incomplete or incorrect. The last one is that the

courier cannot access the delivery location. Failed deliveries are

a growing problem of e-commerce.

Posting on social media, starting an online business,

resorting to online or mobile banking, going online shopping; as

convenient, beneficial, and even exciting those sound, many

dangers lie ahead living in this digital era. Among these dangers

are cyberattacks or cyberthreats launched by cybercriminals such

as Phishing, Malware attacks, Distributed Denial of Service (DDoS)

attacks, and many more. That is where cybersecurity takes part.

According to CISA (2019), cybersecurity is “the art of protecting

networks, devices, and data from unauthorized access or illegal

use and the practice of ensuring confidentiality, integrity, and

availability of information.” Moreover, there are many different

forms of profit-driven criminal activity, which is why e-commerce

sites will always be a prime target for cyberattacks, especially

ones with poor cybersecurity. These crimes include ransomware

attacks, email and Internet fraud, identity theft, and endeavors

to steal financial accounts. Creating a solid cybersecurity

framework should be prioritized by online companies and small

businesses to help build their customers’ trust. Congionti (2019)

asserted that businesses must implement an incident response

strategy that specifies what to do whenever there comes a

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cyberattack. Correspondingly, online consumers should be wary and

take a few precautions for safer online shopping. A few cases in

point are practicing safe browsing, keeping personal information

professional and limited, choosing strong passwords, and turning

on privacy-enhanced settings (Kaspersky, 2021).

Additionally, as the e-commerce industry grows, further

challenges arise that retailers must face. Businesses, especially

ones that are only starting, encounter various types of

competition, specifically in the e-commerce space. They must keep

up and remain competitive in terms of price, goods, and services.

According to Cook (2019), providing a distinct company value

proposition can aid small enterprises in overcoming price

competition. It is not easy to compete in the e-commerce space—a

must-win attitude and strategies are crucial. Today, as countries

were going into lockdowns, several retail shops were closed by

force. Consumers boosted sales growth during the peak of the

pandemic, compressing ten years’ worth of advancement into 90 days

(about three months), as stated by Shukla et al. (2021). By 2020’s

second quarter, Shopee has surpassed Lazada and is currently the

largest e-commerce marketplace in Southeast Asia (Top eCommerce

Websites in the Philippines: An Overview, 2021). Shopee excels

because of its superiority in shipping and customer service; as a

result, the rate of new buyers and sellers is increasing

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significantly. To conclude, entrepreneurs must distinguish

themselves among their competitors to stand out as an e-commerce

business and bring in new buyers, whether in value, products, and

services.

Perception on Trustworthiness of E-commerce

In a study by (Opalla, et al., 2019), they used purposive

sampling and thematic data analysis to determine the perceived

trustworthiness of e-commerce among consumers. They had a small

sample size, which consisted of only 10 participants. After their

study, they came up with three themes of trustworthiness:

competence, benevolence, and integrity. According to them, the

competence dimension takes up most of the trust issues regarding

e-commerce. Issues concerning payment methods, delivery, product

quality, and price levels of products are covered in the competence

dimension. Meanwhile, response to feedback, subjective

satisfaction, and usability emerged as related issues on the

benevolence side. And lastly, personal information and

confidentiality matters were among the integrity dimension.

Concluding their study, they argued that competence, benevolence,

and integrity are three bases for determining the perceived

trustworthiness of e-commerce.

Another study from Hanai and Oguchi (2009) investigated the

various contributory factors on trust formation in e-commerce

23
purchasing. Their study is limited to online shops selling branded

products. They recruited 27 female undergraduate students and

evaluated 20 online shopping websites. They first assessed the

behavior of the participants in purchasing branded products

online. The survey revealed that the participants are very

interested in branded products; however, they are hesitant to buy

them online because of their wariness on online shops. Then, they

analyzed the factors that contribute to the participants' distrust

of online shops. They used “perceived risk” to evaluate the result.

They found that buyers must trust the store before purchasing

branded products first. Also, they observed that plenty of online

shops find a way to transmit trust warranting properties to their

consumers to make the transaction easier. Online stores that sell

branded products appear to take it seriously because their

customers frequently face a high level of perceived risk. Finally,

they concluded that necessary consumer information, such as

payment information and return information, elevates the

trustworthiness of an online shop.

Moreover, building credibility and integrity through

technological means is necessary to establish long-term trust

between online businesses and consumers; however, they are

insufficient. Online sellers must synchronize their long-term and

short-term relationships with their customers to persuade

24
consumers. Businesses must address underlying factors contributing

to trust formation, and consumer trust evolution must be fully

understood as well (Salam, Iyer, Palvia, & Singh, 2005).

In conclusion, the presented literature and studies gave a

diverse understanding of the things that encompass e-commerce. The

materials presented explained the definition, background, types,

popularity, and advantages and disadvantages of e-commerce. They

were also able to comprehensively discuss the issues present in e-

commerce and the trustworthiness of e-commerce from different

points of view. Altogether, the materials above are a great help

for the researchers in executing this research and addressing the

existing gaps.

25
 CHAPTER 3

RESEARCH METHODOLOGY

This chapter discusses the method that was used. The Research

Design, Research Locale, Subject of the Study, Research

Instruments, Data Collection Procedure, and Data Analysis

Procedure.

Research Design

This study is a qualitative type of research, which deals

with non-numerical data in solving the problem at hand. Baraceros

(2016) defines this type of study covers understanding people’s

thoughts, beliefs, feelings, views, and lifestyles. It is also

considered interpretative as it attempts to gather meanings from

participants’ experiences (Palmer & Bolderston, 2006).

Specifically, this research employed a phenomenological

approach. Phenomenological research gathers the thoughts,

experiences, and perceptions of the participants on a specific

phenomenon. Since the study dealt with the experiences of students

purchasing in online shops, particularly their perceptions and

viewpoints regarding its trustworthiness, phenomenological is the

appropriate method to use. This approach aims to find common ground

in the participant’s lived experiences. Through this approach, the

problem of trustworthiness in online was understood deeply.

26
Research Locale

The study was conducted online due to the ongoing pandemic in

the Philippines. All the participants of the research are students

of FEU Roosevelt Rodriguez, which is in Lardizabal St., Libongco

Subdivision, Manggahan, Rodriguez, Rizal.

Figure 2

Screenshot of the School’s Map

27
Subject of the Study

The researchers invited students with first-hand knowledge

and experience using e-commerce platforms to properly execute the

study and elicit rich data. Eighteen (18) students agreed to be

interviewed; eight (8) are male, while ten (10) are female. All of

them are Grade 11 students currently enrolled in FEU Roosevelt

Rodriguez. Two (2) participants from ten (10) Grade 11 sections in

the school were chosen by the researchers; however, the researchers

were not able to acquire participants Grade 11-STEM E since they

are unreachable, given they are offshore students.

To come up with that number of participants, the researchers

employed a non-random sampling technique called purposive

sampling. Specifically, the researchers utilized maximum variation

sampling to pinpoint how the chosen phenomenon or problem is seen

and understood by students of different backgrounds. As defined by

Lund Research Ltd (n.d.), maximum variation sampling is used when

one aims to “capture a wide range of perspectives.”

The researchers, however, had trouble in acquiring more

participants to suffice to the needed number. That necessitated

the researchers to apply snowball sampling to address the

difficulty. The researcher asked their acquaintances and the

participants themselves to refer someone they think also fit the

requirements.

28
Research Instruments

The researchers used an interview questionnaire as the

research instrument in gathering data because a questionnaire is

convenient to use, and the data can be collected faster.

The researchers made twelve (12) questions inclined to the

research topic and problem. They had it checked first by their

research adviser, Ms. Mara Cassandra Llantada, for further

checking. After the research adviser had evaluated the

questionnaire, the researchers looked for four (4) more teachers

who could validate the questionnaire: Mr. Karl Lyel Lim, Ms. Dona

Cloma, Ms. Jama Alanah Abundo, and Ms. Shiela Mae Autida. The

researchers edited the questions based on the advice of the

validators.

The questionnaire garnered an average point of 4.8, which

equates to “Very High Validity.”

The researchers also used different video conferencing

platforms to conduct the interview: Discord and Microsoft Teams.

With these applications, the researcher interview was made

possible.

29
Data Collection Procedure

After the questionnaire was validated and rechecked by the

research adviser, the researchers contacted prospected

participants to ask if they were willing to participate. The

researchers sent a letter containing additional information about

the research, consent, and the research questionnaire to the

participants who agreed.

The researcher gathered primary data under an uncontrolled

environment. One-on-one interviews were conducted on the

participant’s chosen video conferencing platform to elicit their

answers. The participants were asked to open their cameras to be

observed properly. They were also asked if the researchers were

allowed to record the interview to be able to go back to it after

the session.

The researchers transcribed the responses of the

participants, and the data were analyzed and interpreted using the

researchers’ chosen data analysis technique.

Data Analysis Procedure

The data analysis technique implied in this study is thematic

analysis. Thematic analysis is a method focused on identifying

patterned meaning across a dataset. It is a type of data analysis

procedure that organizes and classifies data based on their

30
similarities and constructs themes out of those patterns. This

data analysis procedure is applicable when researchers are

studying a set of experiences, thoughts, or behaviors (Braun &

Clarke, 2012).

After collecting the data, the researchers organized them and

looked for patterns among the datasets. After which, the

researchers formed themes. The said procedure helped them better

analyze the data at hand and extract rich results.

31
 CHAPTER 4

PRESENTATION, ANALYSIS, AND INTERPRETATION OF DATA

This chapter presents the result of the study, analysis, and

interpretation of data gathered on the study at hand.

Table 1 shows the frequency and percentage distribution of

the respondents in terms of sex.

Table 1

Frequency and Percentage Distribution of the Respondents in

Terms of Sex

Sex Frequency (f) Percentage (p)

Male 8 44.4

Female 10 55.5

Total 18 100

It can be seen from the table above that out of 18

respondents; females have a frequency of 10 or 55.5%, and males

have a frequency of 8 or 44.4%.

Table 2

Frequency and Percentage Distribution of the Respondents in

Terms of Age

Age Frequency (f) Percentage (p)

Below 29 years old 18 100

32
Total 18 100

It can be seen from the table above that all 18 participants’

ages fall under the “below 29 years old” category.

In the presentation of findings below, the themes formulated

are given as headings in bold, while the subthemes are italicized.

Research Question 1: What are the perceptions of Grade 11

students regarding the trustworthiness of e-commerce?

During the analysis, three (3) themes were identified: (1)

Trustworthy, (2) Partially Trustworthy, and (3) Not Trustworthy.

Trustworthy

During the interview, the participants were asked about their

impression regarding the trustworthiness of e-commerce platforms,

and three (3) of them responded that e-commerce platforms are

trustworthy. As defined by Cambridge Dictionary, trustworthy

refers to something that is “deserving of trust, or able to be

trusted.”

One of the participants stressed that e-commerce is

trustworthy, especially if the online store is popular enough or

well-known to most people.

33
 “Yes, [e]specially when that e-commerce platform is well

known and also when they make their customers satisfied by their

products.”

Another basis that made the other participants consider e-

commerce platforms trustworthy is the reputation and credibility

of the site. They stressed that e-commerce platforms are

trustworthy if they have a good reputation and image among their

past customers.

“Yes, I assume it is trustworthy depending on an online shop’s

reputation, such as a bunch of people’s reviews about the ‘shop.’”

Partially Trustworthy

Most of the participants inferred that e-commerce is somewhat

trustworthy. They said that e-commerce platforms are trustworthy

at some point but untrustworthy in some measure. A great deal of

them agreed that the trustworthiness of e-commerce depends on

different factors.

They agreed that it also depends on the reputation of the

shop itself and the seller. They trust the shop if it already has

previous customers who were satisfied with the product. They

mentioned that if one of their acquaintances already bought the

same product on a specific online store and it came out good, they

trust it.

34
 “It really depends on the website and the credibility niya po

medyo risk nga na bumili sa online and depende naman po kung gaano

kalaki ang website that's no.1, kung may mga past experience sa

website, mga dating bumili doon or a friend na nakabili na doon,

so it really depends on the situation po.”

One participant spoke that if the store is in a mall, like

LazMall and Shopee Mall, they consider it reliable.

“It’s 50/50. I guess some e-commerce platforms like mall-

based are trustworthy, but still in doubt in other e-commerce

platforms for some reason like I haven’t experienced buying from

it or it looks suspicious.”

“It’s a 50/50, because some online shops are reliable since

they have good reviews, legal documents and legit products that

are safe and look exactly how they advertise it when the package

arrives however, I find physical shops more reliable than online

shops.”

However, that did not convince them to trust e-commerce fully

because of the many issues lingering it. One participant said that

e-commerce is just partially trustworthy because of the prevalence

of scams.

35
 “Not so much, because it is very easy to scam people nowadays

and get away with it specially in online shopping. It’s very easy

for some sellers to post a pic of the product and send out rip-

offs or sometimes not even send anything at all.”

Not Trustworthy

For two participants, they do not consider e-commerce

platforms trustworthy mainly because of the different problems

encompassing them. A participant said that they still do not

consider e-commerce platforms trustworthy up until now because of

their instability. They also pointed out the issue of counterfeit

products being sold online and the tendency of fraudulent

activities. However, they made clear that e-commerce is still

useful today, especially in the time of pandemic.

“Though I didn’t find e commerce platforms trustworthy until

now, I can say that my view on it has significantly improved over

the quarantine. The platforms in my opinion are very unstable as

theres many fake products and scams. But as long as you know how

to buy and review the real and good products, I can say that e

commerce platforms are a great way of transaction especially in

the middle of a pandemic.”

The other participant who also did not find e-commerce

trustworthy asserted that it is because e-commerce is merely

36
virtual. They find it hard to trust things in the virtual world

because there are insufficient guarantees that they are reliable.

“I find most e-commerce platforms non trustworthy just by the

virtue of being virtual. It’s harder to trust something when the

only guarantee you have is their word and a virtual image.”

Research Question 2: What are the determining factors of the

participants in assessing the trustworthiness of an e-commerce

platform?

Competence, Benevolence, and Openness emerged as the major

themes in this part. Two of the said themes (competence and

benevolence) were derived from the trust dimensions proposed by

Oliveira, Alhinho, Rita, and Dhillon (2017), while the other one

(openness) was derived from the Five Faces of Trust of Hoy and

Moran (1999).

Competence

Merriam-Webster defines competence as “the quality or state

of having sufficient knowledge, judgment, skill, or strength.” In

the context of e-commerce, competence refers to the sellers’

ability to fulfill their promises to their customers (Oliveira,

Alhinho, Rita, & Dhillon, 2017). The finding indicates that most

participants’ factors on assessing the trustworthiness of an e-

commerce platform are competence-based.

37
 The most frequent factor that emerged under the competence

dimension is good reviews and high ratings. The participants first

take time reading the reviews and ratings of a particular shop

before placing their order. In this manner, they would be aware of

the actual product’s condition and if the delivery and performance

of the seller are smooth. By looking at other consumers’ reviews,

the participants get a chance to see the actual product, like the

size and the texture.

They emphasized that reviews made them decide whether to buy

the product or not.

“Feedback from other consumer is very important for me because

it is the turning point if whether I [will] buy the product or not

because there is where I [can] see the trust.”

“It helps by me seeing the actual product and their feedback

about it. Whether it’s what I needed and if it’s legit.”

“‘Yung reviews talaga ‘yung main factor para ma-determine ang

trustworthy para maano mo ‘yung shop na pagbibilhan mo.”

Another factor that emerged under the competence dimension is

the advertisement. The participants said that if an online store

has good advertisements, it is likely that they are indeed

trustworthy.

38
 “I believe that advertisement or commercials have something

to do with the reliability of online stores because they allow

businesses to entice people to buy from them.”

One participant noted that she also looks upon the

advertisement of some well-known content creators and influencers

in social media.

“The other people on TikTok and Instagram helps me assess

the reliability of an online store such as Shopee.”

Additionally, the participants also looked after the

reputation and credibility of an online store in forming their

trust. They mentioned that the reputation of an online store plays

a significant role for them. As they said, the participants check

the legality of the store first, as well as the Department of Trade

and Industry (DTI) accreditation. They also check if the store is

a preferred store or if it is also verified.

“As I said earlier, when I check for the factors before buying

on an online store, I usually check the legitimacy of the store

like their DTI accreditation and their exact location or address.”

“‘Yung factor na kinoconsider ko is ‘yung isa yung sa ah

verified yung account ng seller or yung shop kase um na-pass nila

39
yung mga requirements na hinihingi nung platform na ginagamit

nila.”

One participant also brought up that an e-commerce platform

that is mall-based or under LazMall and Shopee Mall is more

reputable, making it easier for that store to be trusted.

“Siguro kung nasa ano siya, nasa Lazmall and verified ung

shop na yon, ayon, do’n ko sa tingin na trustworthy ‘yung shop.”

The participants can also infer that e-commerce is competent

if they sell products that are of high quality.

“I think ‘yung mga reviews ang nagpapatunay na hindi scam

‘yun at quality.”

“I can assess the reliability of an online store…if they can

provide the best quality as possible.”

Furthermore, the participants also considered the price and

product appearance as factors that could indicate competent e-

commerce. For them, if a product’s price is very low, they doubt

it because it is too good to be true. Meanwhile, they also thought

that a product that looks appealing and decent is somehow

trustworthy.

40
 “One factor I said [earlier] is [the] popularity and their

what they are at selling you know and their prices, if it’s very

low it might be a scam.”

“I usually am cautious about the validity of the product, so

I don’t get scammed. Most of my decision relies on the price

(including the delivery price).”

“The main factors I consider is the reputation, performance,

and appearance of the product.”

Web layout and interface is also a factor that the

participants deemed vital in assessing the competence of a store.

They said that an e-commerce website with an attractive and

professional layout could be trustworthy. While if a store has a

messy layout, they doubt its trustworthiness.

“I also look at the layout and interface of the website I’m

buying at, if the interface seems less professional than it usually

is I just avoid it.”

“First, the Web design because if it is messy, you would lose

lots of customer and maybe much worst you might want to make it

look really legit.”

The last factor that the participants thought of in

determining the competence of an online store is popularity.

41
According to them, a shop is competent if it is widespread, and if

it is popular, it is an indication that many people trust them.

“I think [the] indicators that helped me is the popularity in

their market [and] I think that would[will] help me in assessing

if they actually deliver[deliver] the products in good quality or

not.”

“Uhm, first is the a popularity no’ng website na ‘yun and

kung gaano karami na ‘yung ‘yung bumili do’n sa website sa na

‘yun.”

Benevolence

Benevolence refers to the act of holding consumers’ interest

(Oliveira, Alhinho, Rita, & Dhillon, 2017). It is also about the

act of goodness to consumers (Ambrose & Johnson, 1998). Studies

that were conducted showed that the benevolence of an e-commerce

platform has a significant effect on the consumers’ perceived trust

(Palvia, 2009; Hong & Cho, 2011; Oliveira et al., 2017; Hallikainen

& Laukkanen, 2018).

The first factor revealed under the benevolence dimension is

an accommodating seller. As per the participants, an online seller

must be reachable, especially when customers have questions about

the product. Being accommodating also assures the customers that

a shop is trustworthy enough.

42
 “An e-commerce must be reachable. Customers tend to ask about

the product they are selling before buying. If they are

accommodating, then they could be considered trustworthy. Another

thing I look for is the complete description of the product to let

customers know what they are buying. To avoid misunderstandings,

they must always be transparent and professional.”

“Accommodating seller of the shop and assurance to its buyers

The last factor under the benevolence dimension is

performance. The participants also put a prime value on the

seller's performance; if they ship the orders instantly and such.

“The main factors I consider is the reputation, performance,

and appearance of the product. That's all po.”

Openness

This dimension covers e-commerce platforms being transparent

to their customers. This involves presenting all the necessary and

relevant information to the store for the guidance of the

customers. Under this dimension, one factor emerged — complete

details and description. Details of the product are what the

participants also consider before buying online. For them,

trustworthy e-commerce presents relevant information about the

product and the store itself.

43
 “I take the time to read the product details because buying

a product without reading the product description may result to

scam.”

“Another thing I look for is the complete description of the

product to let customers know what they are buying. To avoid

misunderstandings, they must always be transparent and

professional.”

Research Question 3: What are the perceived risks of e-

commerce platforms identified by the participants?

After participants answered the question on what they think

are the risks of buying products online, four (4) major themes

surfaced: (1) Scam, (2) Data Privacy Issues, (3) Delivery Delays,

(4) Tendency of Catching Viruses.

Scam

The most common perceived risk of e-commerce identified by

the participants is the issue of scams. With varying reasons and

stories, the participants elaborated more on their answers.

Some participants pointed out that there is a low assurance

whether you would receive a product the same as what you expect or

receive something totally different.

44
 “Yeah, as I said ‘yung sa scamming madaming naloloko doon and

pagdating ng delivery iba-iba ‘yung inorder; pangit ‘yung quality.

So kapag kasi sa online ‘di natin malalaman gaano kaganda ‘yung

quality and ‘yung mismong bagay na ‘yun.”

“I think getting scammed is more likely when buying online

since you personally can’t verify it with your eyes.”

They also said that there are times when the quality of the

product delivered is terrible; knowing that it is sold online,

people cannot verify the authenticity and the quality of the

product they are purchasing.

“Yeah, as I said ‘yung sa scamming madaming naloloko doon and

pagdating ng delivery iba-iba ‘yung inorder; pangit ‘yung quality.

So kapag kasi sa online ‘di natin malalaman gaano kaganda ‘yung

quality and ‘yung mismong bagay na ‘yun.”

The participants also told their stories when they

experienced getting scammed. One said they got scammed by an online

shop on Twitter that sells music albums. The participant said that

they had already paid for the product, but the seller did not ship

the parcel.

“I got scammed once by an online shop on Twitter. I paid for

an album, and it didn’t arrive. I tried reaching out to the seller

and asking for a refund. It turns out that the seller already used

45
up the money and deleted her shop account. I got frustrated but,

there wasn’t anything I could do.”

The participants also shared that they feel disappointed and

betrayed every time they receive the wrong product.

“Of course, it is frustrating because you are looking forward

the product you ordered, especially when you wait for it for a

long time it is very disappointing.”

“I would feel betrayed and regret spending my money on it.”

Data Privacy Issues

On the other hand, the participants also feel worried that

their personal information would leak or the sellers would use

their data on something illegal.

“The seller could have a possibility of leaking your address.”

“I think the risk are getting scam and worst [is] getting or

like blackmail from buying because [all of] your info that was

given may be used, something like that.”

They are also concerned that the sellers would steal their

personal information.

46
 “There are risks when doing online shopping and, those risks

are; scams, viruses from links, financial information leaked, and

having your identity stolen.”

Delivery Delays

Another perceived risk that came to light is the issue of

delivery delays. One participant mentioned the said risk.

“Ayun po ‘yung ano scammers and the [pause] delayed of

shippings and the trust ay ‘yung parang ano, kung mapagkakatiwalaan

‘yun.”

The other participants also agreed, and they shared their

feeling whenever they are experiencing delivery delays. Some feel

disappointed and worrisome when their parcels do not arrive on the

scheduled delivery date, while others are alright with it and try

to be as patient as possible.

“I also feel disappointed, especially if the product I

ordered will be used for a specific occasion like a projects or a

special occasion.”

“I feel restless because I thought it would arrive on the

given schedule, I would even wait outside and wait for it.”

47
 “I try to be understanding. I do not know the circumstances

the riders encounter when delivering packages. It’s not like my

orders won’t arrive.”

Tendency to Catch Viruses

The last perceived risk identified by the participants is the

tendency to catch viruses.

They considered this a risk primarily because the country is

amidst a pandemic. They uttered that buying products online could

be an avenue to contract diseases, such as the COVID-19.

“‘Yung second naman is ‘yung mga puwedeng diseases and viruses

na makuha mo lalo ‘pag nasa clothes kasi hindi mo alam kung saan

galling ang product na iyon o saan gawa. ‘Yan ang mga alam ko na

risk sa pagbibili ng mga online products.

48
 CHAPTER 5

SUMMARY OF FINDINGS, CONCLUSIONS, AND RECOMMENDATIONS

This chapter summarizes findings from the data analyzed, the

conclusions drawn from the results, and the recommendations

derived from the findings and conclusions.

SUMMARY OF FINDINGS

The purpose of the study was to examine students' perceptions

of their ability to trust an e-commerce platform based on their

online shopping experiences. The study aimed to determine their

varying perceptions regarding the trustworthiness of e-commerce

platforms. The findings of this research were grouped based on the

statement of the problem.

1. Main perceptions of students regarding the

trustworthiness of e-commerce

• Trustworthy

E-commerce is trustworthy, especially if the online store is

well-known by the wider population. Another factor that led the

other participants to believe that e-commerce platforms are

trustworthy is the site's reputation and credibility.

• Partially Trustworthy

49
 Most of the participants concluded that e-commerce is

somewhat reliable. They claimed that e-commerce platforms are

trustworthy in some ways but unreliable in others. They agreed

that it also depends on the shop and the seller's reputation. They

are more likely to trust a store if previous customers have shown

satisfaction with the product. They also mentioned certain online

stores such as LazMall and Shopee Mall as more trustworthy

platforms.

• Not Trustworthy

The instability and various issues surrounding e-commerce

contribute to the reason why some participants do not find it

trustworthy. Virtuality is also why they find it hard to trust

things that can only be seen through pictures.

2. Factors in assessing the trustworthiness of an e-

commerce platform.

• Competence

The factor that the participants frequently mentioned is good

reviews and feedback, which suggests that competent e-commerce

must have sound reviews from its previous customers. The next

subtheme is the advertisements that have something to do with

television (TV) commercials and well-known content creators’

promotion. Additionally, the participants also base the

50
trustworthiness of e-commerce on its reputation and credibility,

wherein the participants look after the shop’s legality,

certification, accreditation, and verification. The next ones are

the quality, price, and product appearance; participants find a

shop trustworthy if the product’s price is not too-good-to-be-

true, the quality is good, and the product's appearance is decent.

Another thing they look for is if the web layout and interface of

the shop are clean and professional-looking. Lastly, they find e-

commerce platforms trustworthy if the shop is popular with the

general public.

• Benevolence

Under the benevolence dimension, participants find e-commerce

trustworthy if the seller is accommodating and if they have a good

performance in terms of shipping out orders immediately.

• Openness

The last dimension that the participants use in determining

the trustworthiness of e-commerce platforms is openness. They

argued that a trustworthy online shop must be transparent, and the

product details and descriptions must be present for the reference

and guidance of the customers.

3. Perceived risks

• Scam

51
 The participants find scamming prevalent in e-commerce

platforms. In fact, most participants identified this as the most

common perceived risk in shopping online. It happens when a wrong

product arrives or when there is completely no product the customer

received.

• Data Privacy Issues

Blackmail, personal information breach, and identity theft

were the issues that concerned the participants relating to online

shopping.

• Delivery Delays

Another risk identified by the participants is the delay in

deliveries. They think of it as a risk because there were times

when they needed a particular product for a specific date, but it

has not arrived yet. Some participants feel worried whenever this

happens, but some try to be as patient as possible.

• Tendency to Catch Viruses

Since the global pandemic is still ongoing and viruses are

easily transmissible through different products, the participants

also find this as one of the risks of e-commerce platforms.

52
CONCLUSIONS

From the above findings, the following conclusions were

drawn:

1. The trustworthiness of e-commerce could be determined by the

main perception of the customers, factors affecting their

perception, and perceived risk.

2. Most participants agree that e-commerce platforms are

partially trustworthy.

3. The participants mainly consider the competence dimension in

assessing the trustworthiness of an e-commerce platform.

4. Scam is the most common perceived risk identified by the

participants.

5. The findings of the research are parallel to the literature

and studies reviewed.

6. The result of the study significantly answered the research

problems provided and successfully added new insights to the

existing body of knowledge.

RECOMMENDATIONS

Guided by the result of the study as mentioned above

conclusions, the researchers offer the following recommendations:

1. Students who are users of e-commerce may refer to the findings

of this study in forming or understanding their own perception

as well as the perception of their peers.

53
2. Consumers should examine first the online shop if it is

reliable in terms of competence, benevolence, and openness.

3. Consumers should check the ratings and the actual photo

provided in the reviews of previous customers.

4. Online sellers should meet the customers’ expectations by

ensuring that the product descriptions are accurate and

detailed, so there will be no blame game when the product

finally reaches the customer.

5. Online sellers should show competence by ensuring that the

site is entirely functional and that they can fulfill their

promises to the customers effectively and efficiently.

6. Online sellers should be benevolent to their customers by

guaranteeing that their customer service is satisfactory.

7. Future researchers should find this study helpful in

conducting their own research with the same subject matter.

8. Future researchers who wish to conduct the same study can

expand their subject by acquiring participants from different

places with a broader age range.

54
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62
 CURRICULUM VITAE

Carl Angelo Y. Cagatin

Southville 8c, Phase 1n, Brgy. San Isidro, Rodriguez, Rizal
+639274634260
carlangelocagatin@gmail.com

Education

Elementary
Old Balara Elementary School
S.Y. 2011–2012

Kasiglahan Village Elementary School

S.Y. 2012–2017
With Honors

Junior High School

Kasiglahan Village National High School
S.Y. 2017–2021
With High Honors

Senior High School

FEU Roosevelt Rodriguez
S.Y. 2021–

Experiences

FEUR Gazette Rodriguez

Editorial Writer & Proofreader
2021–Current

The Settlers
Editor-in-Chief
2020–2021

63
Dagitab PH
Vice President
2021–Current

Vox Populi PH
Features Editor
2020–Current

Dinig Kita
Member (Systems Committee)
1/2021–4/2021

Padayon Kabataan ng Pilipinas

Member (Legacy Project and Advocacy Committee)
2021–Current

Awards

Kasiglahan Village National High School School-Based Press

Conference
Copyreading and Headline Writing – 1st place
News Writing – 1st place
Science and Technology Writing – 1st place

Polytechnic University of the Philippines-Epistemic League of

Interactive Future Teachers of English
Copyreading and Headline Writing – 1st place
Editorial Writing – 2nd place

Journalism Guild
Copyreading and Headline Writing – 1st place

Online Bardagulan One-Shot Battle

Copyreading and Headline Writing – 1st place

Online Bardagulan One-Shot Battle

Essay Writing – 1st place

Journalist Ako
Essay Writing – 1st place

Talak Journo
Essay Writing - 1st place

Kapisanan ng mga Mag-aaral sa Filipino

Pagsulat ng Tula – 1st place

64
Bayan ng Montalban
Spoken Poetry – 1st place

Skills

English and Filipino Proficiency

Writing Skills
Technology Skills
Communication Skills

65
 Damara Christia A. Casio
Dela Costa V Rodriguez Rizal District 8
09296775165
kat37684@gmail.com

Education

Elementary
Divine Savior Montessori School
2010-2016
With Honors

Junior High School

FEU Roosevelt Rodriguez
2016-2021
With High Honors

Senior High School

FEU Roosevelt Rodriguez
S.Y. 2021–

Experiences

Boy Scouts of the Philippines

2015 Investiture Ceremony

Intramurals
2014 Mythical Volleyball Elementary

Awards

FEU Roosevelt Rodriguez Elementary Department

Essay Writing - 2nd place

FEU Roosevelt Rodriguez Elementary Department

Nutrition Month - 1st place

FEU Roosevelt Rodriguez

Website Coding ICT Exhibit - 3rd place

66
ROPRISA Competition

Skills

Customer Service Skills

Basic Math Skills
Technology Skills
Interpersonal communication skills, including communicating with
customers, and agents on a daily basis.

67
 Alexandra Jemima A. Cristobal
Sorrento Village, Brgy. Burgos, Rodriguez Rizal
+639684321826
jemalex.cristobal24@gmil.com

Education

Elementary
San Jose Elementary School
S.Y. 2011–2015

Manggahan Elementary School

S.Y. 2015–2017

Junior High School

FEU Roosevelt Rodriguez
S.Y. 2017-2021
With Honors

Senior High School

FEU Roosevelt Rodriguez
S.Y. 2021-

Experiences

Administrative Officer
Girl Scouts of FEUR Rodriguez
S.Y. 2021-2022

Scribe
Girl Scouts of FEUR Rodriguez
S.Y. 2020-2021

Skills
Communication skills
Organizational skills
Computer skills
Interpersonal skills
English and Filipino Proficiency

68
 Janna Isabel Dineros
St. Cecilia Dela Costa Homes 5 Rodriguez, Rizal
+639158505059
isabeldineros08@gmail.com

Education

Elementary
FEU Roosevelt Rodriguez
S.Y. 2011-2017

Junior High School

FEU Roosevelt Rodriguez
S.Y. 2017–2021
With High Honors

Senior High School

FEU Roosevelt Rodriguez
S.Y. 2021–

Experiences

FEU Roosevelt Guidance Club

Treasurer
2020–2021

Skills

Positivity
Collaboration
Willingness to learn
Communication Skill

69
 Louise Andrei Francisco
Ismael Park Homes Subdivision, Brgy. Ampid 1, San Mateo, Rizal
+639278569323
Louiseandreifrancisco@gmail.com

Education

Elementary
Our Lady Queen of the world Academy
S.Y. 2011-2012

Kids World Christian Academy

S.Y. 2012–2017

Junior High School

Diliman Preparatory School
S.Y. 2017–2020

Ampid National High School

S.Y. 2020–2021

Senior High School

FEU Roosevelt Rodriguez
S.Y. 2021–

Experiences

Boy Scout of the Philippines

Scout

Awards

Elementary Varsity Basketball

Athlete of the Year

Skills
Communication skills
Technological literacy
Teamwork

70
 Gian Marco F. Hernandez
Brgy. Balite Jp Rizal St. #152, Rodriguez, Rizal
+639199333986
gianhrndez@gmail.com

Education

Elementary
FEU Roosevelt Rodriguez
S.Y. 2011–2012

Virgen Del Pilar School

S.Y. 2012–2015

FEU Roosevelt Rodriguez

S.Y. 2015–2017

Junior High School

FEU Roosevelt Rodriguez
S.Y. 2017-2021
With Honors

Senior High School

FEU Roosevelt Rodriguez
S.Y. 2021-

Experiences

Member
FEURR Sports Club
S.Y. 2017-2020

Member
FEUR Rodriguez YEP Club
S.Y. 2020–Current

Skills
Organizational skills
Communication skills
Technological literacy

71
 Denise Katriel B. Perez
591 C. San Pascual St. Brgy. Geronimo, Rodriguez, Rizal
+639398965626
denisekatrielprz@gmail.com

Education

Elementary
St. Martin Montessori School, Inc.
S.Y. 2011-2017
With High Honors

Junior High School

FEU Roosevelt Rodriguez
S.Y. 2017–2021
With High Honors

Senior High School

FEU Roosevelt Rodriguez
S.Y. 2021–

Experiences

Montessori Breeze
Literary Writer
2016–2017

Montessori Dance Troupe

Member
2015–2017

Dramatics Club
Member
2015–2017

FEURR Speech Club

Member
S.Y. 2017–2018
Secretary
S.Y. 2018–2019

72
FEURR (Strings and Percussion) Music Club
Member
2019–Current

FEURR School Marketing

Burgos Annex Elementary School
Guitnang Bayan Elementary School
S.Y. 2019-2020

Awards

St. Martin Montessori School Declamation Contest (AcaLitMus)

S.Y. 2010–2016 — 1st Place

SMMS Sportsfest Chess Competition

S.Y. 2014–2015 – 1st Place; S.Y. 2016–2017 – 1st Place

St. Martin Montessori School Pagbigkas ng Talumpati (AcaLitMus)

S.Y. 2013–2014 – 1st Place; S.Y. 2015–2016 – 1st Place

St. Martin Montessori AcaLitMus S.Y. 2014–2015

Pagbigkas Ng Tula – 2nd Place
Pinoy Henyo – 1st Place
On-the-spot Poster Making Contest – 2nd Place

St. Martin Montessori School Oratorical Contest (AcaLitMus)

S.Y. 2016–2017 – 1st Place

St. Martin Montessori School AcaLitMus S.Y. 2016–2017

Orator of the Year

Scholastic
Certificate of Achievement (Lexile Score)

Skills

English Proficiency
Technical Skills
Photography/Videography Skills
Creative Writing Skills
Problem-solving Skills
Communication Skills

73
 Lei A. San Juan
Cortijos Subd. Brgy. San Rafael, Rodriguez, Rizal
09286083359
sanjuanlelei@gmail.com

Education

Elementary
St. Matthew College
S.Y.2016-2017

Junior High School

St. Matthew College
S.Y.2017-2020

Burgos National High School

S.Y. 2020-2021

Senior High School

FEU Roosevelt Rodriguez
S.Y. 2021–

Experiences

Boy Scout of the Philippines

Member
2020–2021

Awards

Burgos National High School (S.Y. 2020–2021)

Best in English

Skills

English and Filipino Proficiency

Writing Skills
Technology Skills
Communication Skills

74
 Christian Bernadine C. Violon
Southville 8-B, Brgy. San Isidro, Rodriguez, Rizal
09566675530
christian23violon@gmail.com

Education
Elementary
Sto. Nino Parochial School
S.Y 2011-2012
Rank 2

FEU Roosevelt Rodriguez

S.Y. 2012–2017
With Honors

Junior High School

FEU Roosevelt Rodriguez
S.Y. 2017–2021
With Honors

Senior High School

FEU Roosevelt Rodriguez
S.Y. 2021–

Experiences

Boy Scouts of the Philippines

Scout

FEURR Media Arts Club

Member

FEURR Music Club

Member

FEURR Badminton Club

Member

Awards

75
Best in Leadership
2011–2012

Nutrition Month Dance Competition - Champion

Essay Writing Contest – 1st place

Skills

Photography
Photo Editing
Visual Arts
Communication Skills
Basic Computer Skills
Basic Cooking Skills

76
 APPENDICES

QUESTIONNAIRE

1. What is your grade level and strand?

2. How long have you been using an e-commerce platform for your

shopping?

3. What things do you always consider before buying at an online

store?

4. What do you think are the risks of buying products online?

5. How do you feel when you receive the wrong product?

6. How do you feel when your package does not arrive on the

scheduled delivery date?

7. Have you ever been scammed by online shops? How did you

respond to it?

8. What do you think are the benefits of having e-commerce?

9. What indicator/s helped you assess the reliability of an

online store?

10. How does feedback and reviews from other consumers help build

your trust in an online store?

11. What factors do you think should be considered in determining

the trustworthiness of an e-commerce website?

77
 Calculation of Validation

Levels of Validity

Points Statistical Range Descriptive

Equivalent Rating
5 4.21 – 5.0 Very High Validity
4 3.41 – 4.2 High Validity
3 2.61 – 3.40 Moderate Validity
2 1.81 – 2.60 Poor Validity
1 1 - .80

Validators
Validity Ms. MCT Mr. KL Ms. DL Ms. JA Ms. SM Average
Llantada Lim Cloma Abundo Autida
1. The
questions are
5 5 5 5 5 5
relevant to
the study.
2. The
sentences are
free from
grammatical
5 5 4 4 5 4.6
errors and
other
constructions
lapses.
3. The
specific
questions are
clearly and 5 5 5 4 5 4.8
specifically
formulated
based on

78
pedestrian's
level of
understanding.
4. Generally,
the questions
represent the 5 5 5 4 5 4.8
data they want
to collect.
Average: 20 20 19 17 20 4.8

79
 TRANSCRIPTION TABLE

Railey Adrian N. Santos

Researchers (Questions Asked) Participant (Answers)

1. What is your grade level I am a student from 11 - STEM

and strand? G

2. How long have you been I can say that I have been using

using an e-commerce e-commerce as my shopping

platform for your platform for a couple of years

shopping? now.

3. What things do you always I take the time to read the

consider before buying at product details because buying

an online store? a product without reading the

product description may result

to scam.

4. What do you think are the I think the biggest

risks of buying products disadvantage of online shopping

online? is the risk of online scams.

5. How do you feel when you I would feel disappointed

receive the wrong product? receiving the wrong product

because it did not meet my

expectations after paying

properly.

80
6. How do you feel when your I would feel disappointed as

package does not arrive on well because it will be unfair

the scheduled delivery for me waiting for a long time

date? and it's taking too long to

receive my order.

7. Have you ever been scammed I have been scammed one time; I

by online shops? How did received a product that is

you respond to it? totally different from the

picture shown in the shop. I

responded to it by reaching out

to the seller to ask for a

refund.

8. What do you think are the I think marketing and

benefits of having e- advertising expenses are lower,

commerce? and the purchasing process is

faster.

9. What indicator/s helped Accommodating seller of the

you assess the reliability shop and assurance to its

of an online store? buyers.

10. How does feedback and The feedback and reviews are

reviews from other very essential in building my

consumers help build your trust to a certain shop because

trust in an online store?

81
 in that way, I will know if the

shop can be trusted or not.

11. What factors do you I think having a good image and

think should be considered good reviews of one's shop

in determining the determines its trustworthiness

trustworthiness of an e- towards the buyer and seller.

commerce website?

12. Do you find e- I do find some e-commerce

commerce platforms (online platforms trustworthy, but I

shops) trustworthy? Why? mostly depend on the reviews and

the quality of the product in

order for me to be convinced

that the shop is trustworthy

Sophia Rose Y. Serrano

Researchers (Questions Asked) Participant (Answers)

1. What is your grade level I am in grade 11 and my strand

is STEM.
and strand?

2. How long have you been I have been using e-commerce

using an e-commerce platforms for my shopping since

platform for your 2018

shopping?

82
3. What things do you always I always consider looking at the

consider before buying at reviews and how well the quality

an online store? is being sold. I would also

consider how they pack their

products before shipping and

how safe it would be during the

shipping process.

4. What do you think are the People could easily buy reviews

risks of buying products and lie about the products that

online? they are selling. The seller

could have a possibility of

leaking your address. Products

could arrive broken, damaged,

and used, being different as

they advertised being it brand

new.

5. How do you feel when you I would feel betrayed and regret

receive the wrong product? spending my money on it.

6. How do you feel when your I would feel anxious and doubt

package does not arrive on the delivery but if it does

the scheduled delivery arrive after a few days then,

date? that is alright for me.

83
7. Have you ever been scammed No, but if I ever get scammed I

by online shops? How did would immediately take action

you respond to it? to get my money back.

8. What do you think are the Most shops could only be open at

benefits of having e- specific times, while e-

commerce? commerce can be accessible at

all times. It is also reliable

when you cannot find your

desired product in physical

shops near your area.

9. What indicator/s helped I can assess the reliability of

you assess the reliability an online store by observing

of an online store? their store rating, product

reviews, if they have regular

customers, if they have a good

chat response, and if they can

provide the best quality as

possible.

10. How does feedback and I can be assured by feedbacks

reviews from other and reviews from other

consumers help build your consumers that this online

trust in an online store? store is trustworthy and the one

I should look into buying from.

84
 11. What factors do you Some factors in determining the

think should be considered trustworthiness of an e-

in determining the commerce website is if they have

trustworthiness of an e- their social medias in their

commerce website? website, if they have

legitimacy of selling specific

products, also looking at their

rating and reviews, and it would

also help that they have no

history of scamming or lost

items.

12. Do you find e-

commerce platforms (online

shops) trustworthy? Why?

Lovelyn Singh

Researchers (Questions Asked) Participant (Answers)

1. What is your grade level Grade 11 ABM – A

and strand?

2. How long have you been I started online shopping when

using an e-commerce I was 14. It’s been four years.

platform for your

shopping?

85
3. What things do you always I always look at the pictures

consider before buying at posted by the seller. But before

an online store? placing an order, I check the

reviews to see if posted

products are the same as what

had been received by previous

customers.

4. What do you think are the There are risks when doing

risks of buying products online shopping and, those

online? risks are; scams, viruses from

links, financial information

leaked, and having your

identity stolen.

5. How do you feel when you As a student, my money comes

receive the wrong product? from my parents’ pockets.

Buying products online makes me

happy, but receiving the wrong

items makes me upset because

that wasn’t my money but my

parents'.

6. How do you feel when your I try to be understanding. I do

package does not arrive on not know the circumstances the

86
 the scheduled delivery riders encounter when

date? delivering packages. It’s not

like my orders won’t arrive.

7. Have you ever been scammed I got scammed once by an online

by online shops? How did shop on Twitter. I paid for an

you respond to it? album, and it didn’t arrive. I

tried reaching out to the seller

and asking for a refund. It

turns out that the seller

already used up the money and

deleted her shop account. I got

frustrated but, there wasn’t

anything I could do.

8. What do you think are the I love shopping, and I also love

benefits of having e- saving, may it be only a few

commerce? pesos. The benefits of buying

online are the huge discounts

they give out. Not only that,

it’s way cheaper and has no

shipping fee most of the time.

9. What indicator/s helped I guess I look at what people

you assess the reliability buy and what platform they use.

of an online store? If people said; it is safe and

87
 reliable. Then, I would have to

trust it. It's all about taking

the risks that come with it.

10. How does feedback and Reading reviews is one of the

reviews from other things I do when uncertain. It

consumers help build your may take up to 30 minutes but,

trust in an online store? it is fine with me. I don’t buy

things without seeing the

product's condition and

customers' feedback. It helps

me build trust with the shop.

11. What factors do you An e-commerce must be

think should be considered reachable. Customers tend to

in determining the ask about the product they are

trustworthiness of an e- selling before buying. If they

commerce website? are accommodating, then they

could be considered

trustworthy. Another thing I

look for is the complete

description of the product to

let customers know what they are

buying. To avoid

misunderstandings, they must

88
 always be transparent and

professional.

12. Do you find e-

commerce platforms (online

shops) trustworthy? Why?

Aliyah Faye Labaguis

Researchers (Questions Asked) Participant (Answers)

1. What is your grade level I’m from grade 11 HUMSS

and strand?

2. How long have you been I think, I’ve been using e-

using an e-commerce commerce platform for 3 years.

platform for your As much as I remember I started

shopping? way back 2019.

3. What things do you always I usually check the legitimacy

consider before buying at of the store first like the DTI

an online store? accreditation and it’s

location. Also, I consider the

reviews and rates as well and

obviously, the quality on its

price.

89
4. What do you think are the I think the risks of buying

risks of buying products products online are getting

online? scammed and having false

description of a certain

product, unlike when buying on

a physical store.

5. How do you feel when you I feel disappointed of course,

receive the wrong product? especially when you really need

that certain item or product.

6. How do you feel when your Same with my answer a while ago,

package does not arrive on I get disappointed but at the

the scheduled delivery same time, I try to understand

date? especially when there’s a valid

reason on why it was delivered

to me late.

7. Have you ever been scammed Yes, a couple of times, at the

by online shops? How did first one, I had it refunded and

you respond to it? returned to the seller.

8. What do you think are the I think the benefits of buying

benefits of having e- online and having stores or e-

commerce? commerce is that you’ll have to

conserve more time in buying.

90
 Because when we buy on physical

stores, we tend to stay and look

for a long time for a product,

while on e-commerce, you’ll

just search, read, click, and

checkout. Also, through e-

commerce we can compare prices

and quality easily and you’re

not obligated to travel just to

buy something.

9. What indicator/s helped As I said earlier, when I check

you assess the reliability for the factors before buying on

of an online store? an online store, I usually check

the legitimacy of the store like

their DTI accreditation and

their exact location or

address.

10. How does feedback and I guess through feedbacks and

reviews from other reviews, I’ll be able to assess

consumers help build your if that online store gives a

trust in an online store? good accommodation and sells

legitimate and worthy products

before I buy.

91
 11. What factors do you Again, checking their business

think should be considered legitimacy, checking if they

in determining the have other websites, and the

trustworthiness of an e- reviews and feedbacks from the

commerce website? costumers.

12. Do you find e- It's 50/50. I guess some e-

commerce platforms (online commerce platforms like mall-

shops) trustworthy? Why? based are trustworthy, but

still in doubt in other e-

commerce platforms for some

reason like I haven't

experienced buying from it or it

looks suspicious.

Roje Dio D. Gonzales

Researchers (Questions Asked) Participant (Answers)

1. What is your grade level 11 STEM

and strand?

2. How long have you been I’ve started using sites and

using an e-commerce applications like Amazon about

2-3 years ago.

92
 platform for your

shopping?

3. What things do you always I usually am cautious about the

consider before buying at validity of the product, so I

an online store? don’t get scammed. Most of my

decision relies on the price

(including the delivery price)

and the quality of the product.

4. What do you think are the I think getting scammed is more

risks of buying products likely when buying online since

online? you personally can’t verify it

with your eyes.

5. How do you feel when you Mostly cheated, spending money

receive the wrong product? on the wrong thing feels sad.

6. How do you feel when your I’m usually just okay with it as

package does not arrive on long as it does arrive and it

the scheduled delivery doesn’t take that long to

date? arrive, I understand that there

are delays and problems that

occur and I don’t want to

inconvenience the seller even

more.

93
7. Have you ever been scammed No, I haven’t. I’ve received

by online shops? How did products with poor quality, but

you respond to it? I haven’t been scammed so far.

8. What do you think are the It can be accessed easily as

benefits of having e- long as you have internet. It

commerce? makes shopping much easier

especially for people who are

impaired with disabilities.

9. What indicator/s helped I just look at if a store has a

you assess the reliability lot of customers and if most of

of an online store? the customers are satisfied

with them.

10. How does feedback and Seeing positive reviews from

reviews from other other customers makes me think

consumers help build your that the product that they’re

trust in an online store? reviewing is legitimate and

makes me trust in the store

more.

11. What factors do you Although I think you should

think should be considered support small businesses as

in determining the much as you can, e-commerce

trustworthiness of an e- websites who aren’t as well

commerce website? known as their competitors have

94
 a higher chance of being

untrustworthy. I also look at

the layout and interface of the

website I’m buying at, if the

interface seems less

professional than it usually is

I just avoid it.

12. Do you find e- I find most e-commerce

commerce platforms (online platforms non trustworthy just

shops) trustworthy? Why? by the virtue of being virtual.

It's harder to trust something

when the only guarantee you have

is their word and a virtual

image.

Arvielle S. Silva

Researchers (Questions Asked) Participant (Answers)

a. What is your grade level I am currently a grade 11

HUMSS student
and strand?

b. How long have you been It all started in the year 2020,

using an e-commerce when I was bored and due to

COVID.

95
 platform for your

shopping?

c. What things do you always I always consider if there are

free shipping vouchers and
consider before buying at specially its reviews.

an online store?

d. What do you think are the The risks are firstly increased

risks of buying products risk of fraud because it is

online? through online, we do not know

if the product is worth of its

prize, and secondly You simply

wouldn't be able to use or wear

the item you bought right away

because again it is through

online, you don’t have the

chance to wear it and sometimes

the picture showed is far from

what they had given you

something like that.

e. How do you feel when you To be honest di pa ako nakaka

receive the wrong product? receive ng maling product but my

mom did though so I think I

would feel frustrated and

irritated at the same time kasi

96
 saying yung pera minsan lalo na

pag yung maling product na yon

is sobrang layo sa inorder mo.

f. How do you feel when your I feel restless because I

package does not arrive on thought it would arrive on the

the scheduled delivery given schedule, I would even

date? wait outside and wait for it.

And sometimes I feel relieved

because the product I bought was

expensive and my father is at

home during that time.

g. Have you ever been scammed Di pa ako nasscam kaya ayon

by online shops? How did hindi pa

you respond to it?

h. What do you think are the The benefits are it helps you

benefits of having e- look for the product quicker and

commerce? makes the buying process a lot

faster and its Flexibility and

It’s detailed description of

the products.

i. What indicator/s helped To be honest I do not know what

you assess the reliability an indicator means but the other

of an online store? people on tiktok and Instagram

97
 helps me assess the reliability

of an online store such as

Shopee.

j. How does feedback and I think it is Because I can see

reviews from other their feedback if the product is

consumers help build your really worth it and of course I

trust in an online store? can also view their photo of the

product and then evaluate it and

I would notice some who would

buy lots of things from them.

k. What factors do you think First the Web design because if

should be considered in it is messy, you would lose lots

determining the of customer and maybe much worst

trustworthiness of an e- you might want to make it look

commerce website? really legit, next is its

performance, and lastly based

on the people’s feedback who

uses it.

l. Do you find e-commerce Yes specially when that e-

platforms (online shops) commerence platform is well

trustworthy? Why? known and also when they make

their customers satisfied by

their products

98
 Raphael Lieo Nicolas

Researchers (Questions Asked) Participant (Answers)

1.What is your grade level and [I am a ] Grade 11 Stem A

strand?

Follow up Question: What is the lima lang naman binili ko eh,

yung first product ko yung
first product you bought in the headphones para sa computer.

online shopping app if you can

remember ?

2.How long have you been using Not that long I haven’t using

an e-commerce platform for your [it] really, but I started like

shopping? last year (ata)

Follow up Question: Pre- I think after pandemic. I mean

Pandemic ? Pre-lockdown ? during lockdown.

3.What things do youalways Tinitignan ko muna mga review ng

mga tao at kung peke ba ang
consider before buying at an product, tinitignan ko din kung
ilan ang bumili doon at kung
online store? gaano kasikat ang product.

4.What do you think are the I think there are many risk

risks of buying products like getting scam yung mga

online? pinakakinakatakutan ng mga tao.

99
5.How do you feel when you I would feel disappointed and

receive the wrong product? angry to the seller and ask for

[a] refund

6.How do you feel when your I don’t think I would mind

package does not arrive on the [that] much like one week only,

scheduled delivery date? but I would be very mad if it

would get delayed like one month

or something.

7.Have you ever been scammed by I never been scam[med] before in

online shops? How did you online shopping so I

respond to it? can’t[don’t] know the feeling

of it

8.What do you think are the I think there are many benefits

benefits of having e-commerce? in E-commerce like easier

access to many stuff[s] like

gadget and stuff and it is more

safe[safer] especially now when

we are not allowed to go

outside, and I think that’s all.

100
9.What indicator/s helped you I think [the] indicators that

assess the reliability of an helped me is the popularity in

online store? their market [and] I think that

would[will] help me in

assessing if they actually

deliver[deliver] the products

in good quality or not.

10.How does feedback and Feedback from other consumer is

reviews from other consumers very important for me because it

help build your trust in an is the turning point if whether

online store? I [will] buy the product or not

because there is where I [can]

see the trust

11.What factors do you think One factor I said [earlier]

should be considered in is[was] [the] popularity and

determining the trustworthiness their what they are at selling

of an e-commerce website? [to] you know and their prices,

if its [it] [is] very low it

might be a scam

12.Do you find e-commerce Though I didn't find e commerce

platforms (online shops) platforms trustworthy until

trustworthy? Why? now, I can say that my view on

101
 it has significantly improved

over the quarantine. The

platforms in my opinion are very

unstable as theres many fake

products and scams. But as long

as you know how to buy and

review the real and good

products, I can say that e

commerce platforms are a great

way of transaction especially

in the middle of a pandemic

Reynard John Sisnorio

Researchers (Questions Asked) Participant (Answers)

1.What is your grade level and 11 Stem B po

strand?

2.How long have you been using I been using it for like years

an e-commerce platform for your na mga siguro 2019 pa po.

shopping?

3.What things do you always

Things I always consider the
consider before buying at an price and the quality of the
product before buying [it]
online store?

102
4.What do you think are the I think the risk are getting

risks of buying products scam and worst [is] getting (or

online? like) blackmail from buying

because [all of] your Info that

was given may be used [to]

something like that.

5.How do you feel when you Of course disappointed but

receive the wrong product? sometimes I move on but still

use it anyways unless it is an

expensive [one], I will do

anything in order to get my

product replaced or refunded

6.How do you feel when your I don’t feel angry or

package does not arrive on the disappointed, but I do get

scheduled delivery date? exited receiving my package

I’ve been waiting for long or

for short, but I also need

patient[s] (maybe or) because

maybe they are on to something

to cause it to slow so therefore

103
 it is okay as long as I will get

it not too long.

7.Have you ever been scammed by Yes, I respond to it by

online shops? How did you communicating and making a deal

respond to it? such as demanding for [a] refund

or replacement.

8.What do you think are the I’ve been stunned by online

benefits of having e-commerce? shops I respond[ed] by

communicating and making a deal

with a person who I bought to,

and I make deals such as

demanding for refund or

replacement.

9.What indicator/s helped you Masasabi kong reliable siya

assess the reliability of an kung maganda yung ratings ng

online store? store such as yung mga review ng

mga tao at may nagvovouch sa

kanila ganon.

104
10.How does feedback and By taking time to read and see

reviews from other consumers each review to feel more

help build your trust in an convince to buy that [and it] is

online store? legit and trustable.

11.What factors do you think Factors that I think are its

should be considered in reviews, quality, legitness,

determining the trustworthiness pricings, vouchstores or rating

of an e-commerce website? of the stores and I think

(um…like certification) like

registration of the government

(like that).

12.Do you find e-commerce Yes, I assume it is trustworthy

platforms (online shops) depending on an online shop’s

trustworthy? Why? reputation, such as a bunch of

people’s reviews about the

shop.

Ivan Carlo Bustos

Researchers (Questions Asked) Participant (Answers)

1.What is your grade level and 11, STEM D

strand?

105
2.How long have you been using um, since 2015-16 gano'n po.

an e-commerce platform for your

shopping?

3.What things do youalways Consider the credibility of the

website and how safe it is para
consider before buying at an ma- avoid yung scamming.

online store?

4.What do you think are the yeah, as I said yung sa scamming

risks of buying products madaming naloloko doon and

online? pagdating ng delivery iba- iba

yung inorder panget yung

quality so kapag kase sa online

di natin malalaman gaano

kaganda yung quality and yung

mismong bagay nayun

5.How do you feel when you to be honest I don’t mind kase

receive the wrong product? every time na mag-oorder ako sa

online laging cash on delivery

so if mali ‘yung- ‘yung binigay

sakin i-rerefund i-ibabalik ko

lang sakanila tas um sakalang

ako mag babayad ‘pag tama na

‘yung binigay sakin and

satisfied na ko.

106
6.How do you feel when your I don’t mind as long as

package does not arrive on the dumating.

scheduled delivery date?

7.Have you ever been scammed by Scam, in a way na panget yung

online shops? How did you quality? um, hindi nalang ako

respond to it? nag bayad.

8.What do you think are the That’s a really huge step, sa

benefits of having e-commerce? atin and super um, convenient

kase one click away nalang yung

mga gusto nating bilhin so yah

it’s a really huge step to make

our lives easier.

9.What indicator/s helped you first is the a popularity (nung

assess the reliability of an website nayun and kung gaano

online store? karami nayung ‘yung bumili dun

sa website sa dun sa website

nayun and yah yung feedback,

ratings ng ibang tao.

10.How does feedback and yah, it really gives a

reviews from other consumers perspective kung ano ‘yung-

‘yung quality ‘yung standard

107
help build your trust in an nung web, nung website nayun and

online store? yah hindi naman siguro

magsisinungaling ‘yung ibang

tao sa website.

11.What factors do you think First of all, if legal,if legal

should be considered in yung website nayun and hindi

determining the trustworthiness lang basta basta website and uh

of an e-commerce website? yah yung ratings talaga and

feedback ng ibang tao.

12.Do you find e-commerce It really depends on the website

platforms (online shops) and the credibility niya po

trustworthy? Why? medyo risk ng ana bumili sa

online and depende naman po kung

gaano kalaki ang website that’s

no.1, kung may mga past

experience sa website, mga

dating bumili doon or a friend

na nakabili na doon, so it

really depends on the situation

po.

Mikaela Kirsten T. Veloria

108
Researchers (Questions Asked) Participant (Answers)

1.What is your grade level and I am Grade 11 Stem Student

strand?

2.How long have you been using (E-commerce platform diba

an e-commerce platform for your Lazada and shoppe ? ) So I[‘ve]

shopping? been using Lazada and shoppe

mostly for about 2-3 years since

(yung nagsimula ang[start of]

pandemic time).

3.What things do youalways Syempre yung Una diyan is pera

syempre yung budget ko, kung
consider before buying at an kasya ba ang pera ko o kung kaya
kung bang bilhin and next is
online store? yung quality din and kung worth
buying ang isang product or ang
price niya najujustify ang
quality ng isang product. And
lastly kung kailangan ko ba ang
product na iyon or gusto ko lang
para maiwasan din yung impulse
buying.

4.What do you think are the Yung Risk dyan syempre yung

risks of buying products number 1 is baka ma scam ka kasi

online? hindi naman lahat ng nasa

internet totoo at yung product

den nakikita mo lang as picture

so hindi mo alam kung totoo ba

siya o Hindi. Yung second naman

109
 is yung mga pwedeng diseases and

viruses na makuha mo lalo pag na

sa clothes kasi hindi mo alam

kung saan galling ang product na

iyon o saan gawa yan ang mga

alam ko na risk sa pagbibili ng

mga online products.

5.How do you feel when you Una syempre magagalit ka kasi na

receive the wrong product? receive mo yung wrong product

and na scam ka so yung initial

reaction mo doon is syempre

magagalit ka sa nagbebenta.

Second is madidisappoint. and

mafrufrustrate kasi nagsayang

ka ng pera din and sayang din

ang napagipunan mo sa isang

bagay na iyon kaya yun yung

reaction doon.

6.How do you feel when your Mostly ang Initial reaction ko

package does not arrive on the diyan is magtataka kasi diba

scheduled delivery date? mostly inonotify ka ng isang

110
 about sa parcel mo kung ano ang

estimate time na dadating o kung

ano yung estimate date na

dadating kaya una magtataka ka

kung bakit ang tagal or na

delay. And then yung second is

kakabahan ka kasi baka na fefeel

mo na hala baka na scam ako.

7.Have you ever been scammed by Na scam siguro ako sa quality

online shops? How did you kasi hindi iba siya sa picture

respond to it? at sa personal and (How did I

response to it)response ko na

doon is di na ako bibili sa shop

na iyon kasi first hand ko na

siya na experience and then

second giving out reviews to

other people but di ko like

icocomment parang sasabihin

lang sa mga kaibigan ko about sa

shop na iyon para maiwasan din

nila ma scam ng ganon.

111
8.What do you think are the Unang una dyan is easy

benefits of having e-commerce? accessible siya hindi muna

kailangan lumabas or maghanap

ng product kung saan saan kasi

one tap of the phone lang

nandyan na siya second is mas

marami kang options and

mabubudget mo yung time, money,

and effort mo compared sa

personal or like sa mga malls na

pinuntahan mo.

9.What indicator/s helped you Siguro yung mga reviews ng iba

assess the reliability of an kasi they already experience

online store? first hand yung mga product na

binili nila so yun ang unang una

doon and siguro is may mga

parang verified na shops na

talaga kilala kaya alam mo na

reliable ang shop na iyon.

10.How does feedback and Since yun nga nexperience nila

reviews from other consumers first hand siguro mas

112
help build your trust in an magtitiwala ka nalang if

online store? kaibigan mo na din ang naka

experience noon so malalaman mo

ay maganda ang product na iyon

kasi maganda views [reviews]

niya, ay madaming bumibili kaya

ang daming consumers niya.

11.What factors do you think Siguro Number 1 dyan is, Number

should be considered in 1 is yung reviews kasi tao din

determining the trustworthiness naman, tayo tayo din naman yung

of an e-commerce website? magbabalitaan dyan kung maganda

ba ang product nayan o hindi,

and siguro ang isa pa para

masabing trustworthiness if

kapag verified and maganda ang

reviews.

12.Do you find e-commerce Its a 50/50, because some online

platforms (online shops) shops are reliable since they

trustworthy? Why? have good reviews, legal

documents and legit products

that are safe and look exactly

113
 how they advertise it when the

package arrives however I find

physical shops more reliable

than online shops.

Elaika Marie Jamero

Researchers (Questions Asked) Participant (Answers)

1.What is your grade level and I’m currently grade 11 and my

strand is ABM.
strand?

2.How long have you been using I’ve been using e-commerce

an e-commerce platform for your since 2020.

shopping?

Follow up Question: Start ba ng Yes, naging mas frequent nung

Pandemic? nag start yung pandemic.

3.What things do youalways I consider the effectiveness of

the products they offer.
consider before buying at an

online store?

4.What do you think are the Maybe one of the risk[s] that I

risks of buying products see is that it it’s not what I

online? expected it to be.

Follow up Question: Can you Like It failed my expectations

elaborate your answer? in terms of the quality of

product.

114
5.How do you feel when you I feel disappointed.

receive the wrong product?

6.How do you feel when your actually it doesn’t really

package does not arrive on the matter to me pero siguro sa iba

scheduled delivery date? it does.

7.Have you ever been scammed by I haven’t been scammed since

online shops? How did you first thing na tinitingnan ko is

respond to it? ‘yung reviews and ratings.

8.What do you think are the The benefits of having e-

benefits of having e-commerce? commerce is that it is

convenient especially in this

type of setting.

9.What indicator/s helped you Again please, uh okay ‘yung

assess the reliability of an first thing na tinitignan ko is

online store? ‘yung reviews and feedbacks

nung shops.

10.How does feedback and it helps build my trust in terms

reviews from other consumers of sila yung unang uh

help build your trust in an nakaexperience and nakakita

online store? nung product na in-ooffer nung

115
 shops I think um isa yun sa

basehan as a customer as well.

11.What factors do you think ‘yung factor na kinoconsider ko

should be considered in is ‘yung isa yung sa ah verified

determining the trustworthiness yung account ng seller or yung

of an e-commerce website? shop kase um napassed nila yung

mga requirements na hinihingi

nung platform na ginagamit

nila.

12.Do you find e-commerce It depends on the reviews and

platforms (online shops) feedbacks.

trustworthy? Why?

Jack Daniel Asia

Researchers (Questions Asked) Participant (Answers)

1.What is your grade level and I’m from grade 11 ABM B.

strand?

2.How long have you been using I think I’ve been using an e-

an e-commerce platform for your commerce platform since when

shopping? pandemic started.

116
3.What things do always I think I consider the reviews
you
of the store and about scams and
consider before buying at an ‘yun shipping.

online store?

4.What do you think are the ayun po ‘yung scammers and the

risks of buying products [ delayed of shippings and the

online? trust.

5.How do you feel when you I think for me I feel like it’s

receive the wrong product? sad and upsetting because I

because it didn’t exceed my

expectation.

6.How do you feel when your I feel like it’s okay for me as

package does not arrive on the a customer or student or a

scheduled delivery date? teenager because I’m just here

in my house I’m patiently

waiting.

7.Have you ever been scammed by Hindi pa.

online shops? How did you

respond to it?

Follow up Question: But if you I think I’ll contact the store

ever experience it, how will you and I’ll talk to them and yun

respond to it? pag uusapan namin.

117
8.What do you think are the I think the benefits of having

benefits of having e-commerce? an online shops or buying-

buying in online shop is it can

help our life easier because

sometimes we buy things that we

needed or we wanted for our

everyday lives.

9.What indicator/s helped you For me, the reviews and ‘yung

assess the reliability of an authenticity ng store.

online store?

10.How does feedback and It help us to build our trust

reviews from other consumers and by seeing those reviews

help build your trust in an and comments about the products

online store? or sometimes hindi natin alam

kung ano ‘yung bibilhin naten

and we tend to rate the reviews

so that it can help our life

over taking if this is the if

this product is bad or good so

yun.

118
11.What factors do you think For me ano kapag may kapag

should be considered in mataas ‘yung stars nila or rate

determining the trustworthiness nila and kapag marami customers

of an e-commerce website? na bumibili yun.

12.Do you find e-commerce A side of me says no and yes, no

platforms (online shops) because sometimes we tend to buy

trustworthy? Why? the things (hype) with shop most

ratings and ended up not being

satisfied so it’s not

trustworthy to be honest

because they guarantee you that

the things that you’ll buy from

them is safe and well packaged

and its not bulk packaging which

the most rating shops do.

Bianca Pena

Researchers (Questions Asked) Participant (Answers)

1.What is your grade level and 11 STEM C

strand?

119
2.How long have you been using I think about 4 years now

an e-commerce platform for your

shopping?

3.What things do always I always consider the quality

you
of the products and the price
consider before buying at an as well I like to make sure
that the products I will be
online store? buying are of good quality and
worth their price.

4.What do you think are the I think the risk are getting
scammed because your money will
risks of buying products go to waste, and I think your
personal information will also
online? be at risk because I’ve seen a
lot in social media were people
use other people’s personal
information like address and
contact numbers to play pranks
on online sellers.

Follow up question: Luckily,I haven’t experienced

Have you ever experienced that? that, hopefully I don’t
Yung may gagamit ng personal
information mo?

5.How do you feel when you I feel disappointed because I

paid for the product and waited
receive the wrong product? for the product, and it won’t be
like what I expected.

6.How do you your I

feel also
when feel disappointed,
especially if the product I
package does not arrive on the ordered will be used for a
specific occasion like a
scheduled delivery date? project or a special occasion.

120
7.Have you ever been scammed by Fortunately, I haven’t been
scammed yet, but if I did get
online shops? How did you scammed I think I will probably
ask for a refund and a product
respond to it? replacement.

8.What do you think the I think the biggest benefit will

are
be convenience. I think
benefits of having e-commerce? convenience is the biggest one
because especially now we are in
the middle of pandemic products
get delivered right to our
doorstep, I think that is a very
big benefit because you don’t
have to go to physical stores
and contact a lot of people.

9.What indicator/s helped you I think the indicators will be

the product sales and the
assess the reliability of an productive reviews, I look at
the sales to see if many people
online store? tried the product and I look at
the reviews to see if the
products are actually good and
true to its claims.

10.How does and It helps because I get to see

feedback
the actual product in buyer’s
reviews from other consumers point of view and like for
example it’s a size, or its
help build your trust in an texture and I know it helps me
so that I know what should I
online store? expect from the product to see
if it is actually legit and
worth its price.

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11.What factors do think I think the online store and the
you
online sellers overall rating
should be considered in cause you get to see if people
actually like their services or
determining the trustworthiness products or if they are actually
responsible sellers.
of an e-commerce website?

12.Do you find e-commerce Not so much, because it is very

platforms (online shops) easy to scam people nowadays and

trustworthy? Why? get away with it specially in

online shopping. It's very for

some sellers to post a pic of

the product and send out rip-

offs or sometimes not even send

anything at all

Althea Marie Salvador

Researchers (Questions Asked) Participant (Answers)

1.What is your grade level and 11 ABM A

strand?

2.How long have you been using I think I started ordering

online since last year when
an e-commerce platform for your the pandemic started because
shopee and lazada app became
shopping? popular during the lockdown.

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3.What things do always The reviews or feedbacks of
you
the customer on the shop are
consider before buying at an the things that I consider
before purchasing online.
online store?

4.What do you think are the The risk of buying online what
you purchase is not the
risks of buying products product you receive. There are
shops deceive customers by
online? posting the picture of the
product but the quality is
justically different when
delivered to the buyer

5.How do you feel when you Of course it is frustrating

because you are looking
receive the wrong product? forward the product you
ordered, especially when you
wait for it for a long time it
is very disappointing.

6.How do you feel when your Little patience for the things

package does not arrive on the that I am excited for such as my

scheduled delivery date? online orders. I get irritated

but try to understand because

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 maybe there are problems with

it.

7.Have you ever been scammed by

online shops? How did you Yes, I was scammed online when
I ordered and received a
respond to it? broken eyeshadow palette with
pigments mixed together, I am
not sure if the problem was
with the shop or the courier
but I spoke to the owner and
reported what happened.

8.What do you think the People will find it easier and

are
more convenient to shop
benefits of having e-commerce? without leaving their homes if
e-commerce is available, with
just one click you will be
able to order it and have it
delivered to you.

9.What indicator/s helped you I believe that advertisement

or commercials have something
assess the reliability of an to do with the reliability of
online stores because they
online store? allow businesses to entice
people to buy from them.

10.How does and Buyers feedback can help

feedback
determine whether the shop is
reviews from other consumers trustworthy because if the
feedback is positive potential
help build your trust in an buyers will not hesitate to
place their order, Also the
online store?
feedbacks helps a customer in

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 avoiding doubts about the
quality of the product.

11.What factors do you think

should be considered in Before trusting an online

store, customer should
determining the trustworthiness investigate the shop’s
credibility to avoid being
of an e-commerce website? scammed, look for government
permit, and look for the proof
of transactions with the other
customers before placing an
order.

12.Do you find e-commerce E-commerce can be trustworthy

platforms (online shops) in my opinion, depending on the

trustworthy? Why? sites from which we buy and the

seller. To avoid being scammed,

we must thoroughly investigate

the shop and its products

Eula Cocal

Researchers (Questions Asked) Participant (Answers)

1.What is your grade level and Hi, I’m Eula Cocal from 11 -
STEM G
strand?

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2.How long have you been using I think I've been using this
since 2019, that’s the time
an e-commerce platform for your when I learned how to shop and
create an account on online
shopping? shopping and also on how it
works.

Follow up: Ano ung first na

website na nagamit mo sa pag- Yung first talaga is ‘yung app
oonline shop? Ung natuto ka
nung 2019? ng Lazada kasi ayun ung parang

unang laganap kesa shopee.

3.What things do youalways I consider the quality than

the quantity of it. As a
consider before buying at an student also I pick the best
price for the product and the
online store? good quality of it.

4.What do you think are the I didn’t experience any risk but

risks of buying products from what I heard from others

online? commonly is getting scammed by

the seller. These are the

seller[s] who are using fake

accounts and shops.

5.How do you feel when you As a buyer of the product if I

receive a wrong item I will
receive the wrong product? try to message the seller and
maybe we could possibly return
the item and replace with the
right item. As a consumer, I
have the rights to report this

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Follow up: Nangyari na ba sayo under the Consumer Protection
na nakareceive ka ng wrong Act.
product?

Hindi ko pa naexperience pero

may times na parang ung item is

kulang sa order ko, pero hindi

ko pa siya natry ireport, isang

item lang naman ung kulang

ganon.

6.How do you feel when your As a consumer I can [be]

package does not arrive on the considerate [in] this

scheduled delivery date? situation. I’m a type of person

who has patience in terms of

Follow up: Meron ka na bang waiting for my orders and

order na parang gustong gusto mo packages.

talaga dumating na agad 'tong

order na 'to tapos ang date niya

is dapat delivered na siya sayo Mararamdaman ko syempre gustong

by December 7 pero darating siya gusto ko ung product, so

sayo ng December 11 ta's gustong mararamdaman ko- I feel na

gusto mo na talaga mareceive, parang gusto ko nalang bumili

anong mararamdaman mo kapag dun sa labas which is personally

127
hindi siya dumating agad dun sa na bibilhin ko na agad, nandyan

ineexpect mo? na ung item.

7.Have you ever been scammed by

online shops? How did you No, I didn’t experience this

situation but I can base on
respond to it? other people['s] reviews that
their opinions are probably
not to buy again in online
shops. I will try to contact
the company or bank that
issued the credit card or
debit card, tell them it was a
fraudulent charge, ask them to
reverse the transaction and
give my money back.

8.What do you think the The benefits are fast

are
transaction and in our current
benefits of having e-commerce? pandemic situation you don’t
need to go out, you just stay
at home. In addition, this is
the easy way to apply special
offers, coupons, and
discounts. It will increase
product range sales by
promoting more products that
you could you promote and
stock in retail shops.

9.What indicator/s helped you I will base on other costumer

reviews or feedbacks so I can
assess the reliability of an rely on what the product will
look like. Also by viewing
online store? [the reviews], I can guarantee

128
 by myself that the shop is
reliable and authentic.

10.How does and By viewing their reviews I can

feedback
assure that the shop service
reviews from other consumers is good based on the quality
of the product. In addition,
help build your trust in an measuring satisfaction rates
throughout the entire customer
online store?
journey, you can learn what
customers really think about
the business and the
Follow up: Since diba product[s].

nagtitingin-tingin ka sabi mo,

Kasi based on my perspective
sa mga reviews, kapag may-
kasi parang tinitignan ko muna
kunyari may bibilhin kang
syempre parang more on [the]
product tapos kunyari makeup
side ako ng natural looking diba
related siya, paano mo masasabi
so ung shade na yon like
na bagay sayo 'to pero ung shade
titingin ako kung bold ba ung
niya dun sa- ung shade range
parang product color nung shade
niya nakalagay don?
range nung makeup na yon, kaya

ayon tinitignan ko talaga ung

mga reviews kung babagay ba siya

sa skin tone ko ganon, ayon.

11.What factors do you think

should be considered in The main factors I consider is

the reputation, performance,
and appearance of the product.
That's all po.

129
determining the trustworthiness

of an e-commerce website?

12.Do you find e-commerce In my opinion, it will depend on

platforms (online shops) the shops that sell the items I

trustworthy? Why? want to buy. As a consumer, I

consider the satisfactory

experience based on how others'

and my experiences have been,

and that is when I have trust in

the shop.

Hans Tamayo

Researchers (Questions Asked) Participant (Answers)

1.What is your grade level and 11 - STEM A po.

strand?

2.How long have you been using Since the pandemic started.

an e-commerce platform for your

shopping?

3.What things do youalways I consider looking at the

reviews, ratings, and always
consider before buying at an looking for better products.

online store?

130
4.What do you think are the Receiving the wrong product and

risks of buying products getting scammed.

online?

5.How do you feel when you Of course I will feel

receive the wrong product? disappointed.

6.How do you feel when your I get worried and I immediately

package does not arrive on the contact the seller.

scheduled delivery date?

7.Have you ever been scammed by

online shops? How did you So far I haven't been scammed,

and if ever I'm gonna be
respond to it? scammed I'm going to report
[it].

8.What do you thinkthe A benefit is you can order

are
through online and get less
benefits of having e-commerce? hassle on buying the things
you need and want.

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9.What indicator/s helped you Siguro ung ratings sa shop and

assess the reliability of an ung mga feedbacks nga regarding

online store? sa shop na yon.

10.How does and It helps by me seeing the

feedback
actual product and their
reviews from other consumers feedback about it. Whether
it's what I needed and if it's
help build your trust in an legit.

online store?

11.What factors do think Siguro kung nasa ano siya,

you
nasa Lazmall and verified ung
should be considered in shop na yon, ayon, dun ko sa
tingin na trustworthy ung
determining the trustworthiness shop.

of an e-commerce website?

Follow up: Ano ano ba ung mga

e-commerce platform na
ginagamit mo at saka saan ka I use two shops, I mean apps,
mas komportable na gamitin? those are the Lazada and
Shopee. Mas comfortable ako sa
Lazada kasi feel ko mas legit
ung mga products don, para
sakin lang, ayun ung sa tingin
ko.

12.Do you find e-commerce It depends, depends if the shop

platforms (online shops) is verified or have good

trustworthy? Why? ratings.

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 Interview Letter to Participants

Research Title: Trustworthiness of E-Commerce Platforms as

Perceived by Selected Grade 11 Students of FEU Roosevelt Rodriguez

Dear Participants,

We are students of 11-ABM A and we are researching the

“Trustworthiness of E-Commerce Platforms as Perceived by Selected

Grade 11 Students of FEU Roosevelt Rodriguez.” We are inviting you

to participate in this research by answering the interview

questions. The aim of this research is to know the different

perceptions of students about the trustworthiness of e-commerce

platforms when purchasing a product. The following questionnaire

will require approximately 10 to 15 minutes to complete.

Under no circumstances are you obliged to answer any of the

following questions. However, doing so will greatly assist us in

completing our research and enhancing the understanding of our

topic.

In compliance with the Philippine Data Privacy Act of 2012, the

data collected will remain confidential and used solely for

academic purposes. If there are any questions regarding the study,

feel free to ask the researchers through [email].

Sincerely,

133
Carl Angelo Cagatin

Janna Isabel Dineros

Damara Christia Casio

Denise Katriel Perez

Christian Bernadine Violon

Lei San Juan

Alexandra Jemima Cristobal

Louise Andrei Francisco

Gian Hernandez

Israel Gallardo

Respondent’s Detail

Name:

Age:

Gender:

Grade & Section:

Preferred date and time for interview session:

Preferred platform for interview session (Microsoft Teams,

Messenger, or Discord):

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Documentation

135