THE INFLUENCE OF FINANCIAL MANAGEMENT PRACTICES

ON CONSUMER SATISFACTION TOWARDS

DELIVERY PLATFORMS

LANIE VIE C. TAPIA

CHERRYLYN M. VALLEZ
REYMARK JOHN T. MANULAT

An Undergraduate Research Study

Submitted to the Faculty of Business and Management
Davao Oriental State University
In Partial Fulfillment of the Requirements
for the Degree

BACHELOR OF SCIENCE IN BUSINESS ADMINISTRATION

MAJOR IN FINANCIAL MANAGEMENT
 CHAPTER I

INTRODUCTION

Background of the Study

The global market for delivery platforms has grown significantly in recent

years as a result of technical improvements and changes in customer behavior.

Customers are increasingly ordering products and services online due to its

convenience. Count on these platforms for food, groceries, and other necessities.

According to a McKinsey (2020) analysis, the worldwide online meal delivery

business has reached $136 billion and is increasing at an exponential rate as

consumers emphasize convenience and speed. While accessibility and product

diversity have contributed to customer satisfaction, the financial management

strategies used by consumer issues such as cash flow management,

consumption management, budgeting, and spending patterns have received little

attention. These financial practices may have a substantial impact on consumer

satisfaction, because shoppers desire affordability along with service quality.

In the Philippines, delivery platforms like GrabFood, Foodpanda, and

Lalamove have become essential components of urban life, particularly in light of

the COVID-19 outbreak. According to Statista (2022), the Philippines' online food

delivery sector is expected to generate $1.6 billion by 2024. Filipino consumers,

many of whom are frugal, encounter difficulties in controlling financial flows and
balancing their spending when using these platforms. Local experts, such as

Alcantara (2021), have studied the importance of financial management

techniques such as budgeting and spending patterns, which are directly related

to customer happiness. However, there has been little research on how these

behaviors explicitly influence satisfaction with delivery services, particularly in

terms of financial decision-making before to and following platform use.

In Mati City, delivery platforms have gradually acquired popularity among

the residents. Barangays such as Central, Dahican, and Matiao have seen an

increase in delivery platform utilization, owing to the region's expanding tourism

and economic activities. However, local consumers' financial management habits

differ, with some people dealing with consumption management and cash flow,

resulting in dissatisfaction with service experiences. Despite the increased

demand for delivery services, no extensive research has been undertaken to

determine how local consumers' financial habits influence their overall happiness

with these platforms.

This study seeks to address a crucial gap in the literature—understanding

how financial management practices such as cash-flow management,

consumption management, budgeting, and spending habits affect customer

satisfaction in delivery platforms. While global and national studies provide

insight into general consumer behavior, there is an urgency to explore this issue

in the context of smaller cities like Mati. The findings will not only contribute to

existing knowledge but also offer practical recommendations for delivery

platforms to optimize their services in a way that aligns with consumers’ financial

management needs.

Findings from this study will be disseminated through academic

conferences, local government briefings, and digital platforms to provide

actionable insights for delivery service providers and policymakers to enhance

the customer experience and promote sustainable growth in the industry. This

research will also serve as a reference for future studies focused on financial

management in the digital economy.

Objectives of the Study

To assess the influence of financial management practices, such cash-

flow management, consumption management, budgeting practices, spending

habits on consumer satisfaction towards delivery platform.

Specifically, this study aims to;

1. To determine the level of financial management practices in terms of:

1.1 Cash-flow Management

1.2 Consumption Management
1.3 Budgeting Practices
1.4 Spending Habits
2. To determine the level of consumer satisfaction towards delivery

platforms.
 3. To determine the significant relationship between financial management

practices and consumer satisfaction.

4. To determine the significant influence on financial management

practices on consumer satisfaction towards delivery platforms.

Hypothesis

There is no significant relationship between financial management

practices and customer satisfaction towards delivery platform.

Significance of the Study

This study aims to provide valuable insights into how financial

management practices such as cash-flow management, consumption

management, budgeting practices, spending habits influence consumer

satisfaction towards delivery platforms. The findings of this research will be

beneficial to various stakeholders, including general consumers, teacher

consumers, and delivery service providers, local businesses and future

researcher.

The following will be the beneficiaries of this study;

Teachers. Teacher customers, a distinct subset of delivery platform users, may

have specific financial goals, such as balancing personal and professional

expenses. This study is especially useful for them because it investigates how

financial management procedures affect their opinion of delivery platforms. This

study's findings can help teaching consumers learn how to better link their

financial habits, such as consumption management and budgeting, with their use

of delivery services. This knowledge can help customers make cost-effective

decisions that support their personal financial goals while remaining convenient.

General Consumers. For general customers, the study gives light on how

financial management practices—such as cash-flow management, budgeting,

and consumption management—influence their opinion of delivery platforms.

Consumers can make better spending and satisfaction decisions if they grasp the

relationship between financial management and usage trends. This study could

also assist consumers discover the financial elements that drive their delivery

service behavior, allowing them to adopt better budgeting techniques and more

efficient spending habits when using these platforms.

Delivery Service Providers. For delivery service providers, the study's findings

provide vital insights into how consumers' financial management methods impact

their perceptions of the service. By identifying critical financial elements that

influence consumer happiness, such as cash-flow management and spending

habits, service providers can create more targeted marketing tactics and financial

solutions. This can involve developing more flexible pricing strategies,

establishing cost-effective subscription models, and providing a variety of

payment choices that match their customers' financial patterns. Finally, delivery
systems can improve client loyalty and retention by meeting consumers' financial

management demands.

Local Businesses. For local businesses that utilize delivery platforms, this

research can offer guidance on how to better align their services with consumer

expectations.

Future Researchers. This research lays the groundwork for future studies

exploring related topics, such as the impact of technological advancements on

delivery services or comparative research with other cities.

Scope and Limitation of the Study

This study employs a quantitative approach to investigate the consumer

satisfaction towards Delivery Platform Services in Mati City, Davao Oriental. It

utilizes both primary (survey questionnaires) and secondary (existing literature)

data sources, focusing on online purchasers who are regular public teacher and

frequency of usage above minimum 5 orders. Purposive convenience sampling

to ensures fairness in participant selection, while statistical tools like mean,

Pearson r correlation, and Likert scale are employed for data analysis.

The respondents of the study are the (1) regular public teacher (2)

resident of the City of Mati specifically in three Barangays – Central, Matiao and

Dahican; (3) online shoppers; (4) frequency of usage minimum of 5 orders

above; This study excludes consumers: (1) non- regular public teacher; (2) non-
resident of the City of Mati specifically in three Barangays – Central, Matiao and

Dahican; (3) non-online shoppers (4) below 5 orders. Withdrawal of the

respondents: (1) participants have the right to withdraw from the study at any

time without providing a reason; (2) participants who consistently fail to adhere to

the study protocol or guidelines despite of reminders may be withdrawn to

maintain integrity of the research data; (3) if a participant becomes unreachable

or unresponsive for an extended period; (4) in cases where participant data is

incomplete, inaccurate, unreliable due to non-cooperation or inconsistent

responses, the participant may be withdrawn to uphold the quality and validity of

the study results. Ethical considerations, including informed consent and

confidentiality, are prioritized throughout data collection.

However, the study faces limitations such as potential sampling biases,

constraints in generalizing findings beyond Mati City, and challenges in obtaining

comprehensive secondary data. These factors shape the study’s scope and

potential impact, providing insights within its defined geographic and

demographic boundaries.

Moreover, the research will commence after the approval of this proposal

and the research will be terminated after its completion.

 Definition of Terms

Delivery Platform A digital platform that connects consumers with

businesses offering delivery services for

products or services.

Consumer Satisfaction It describes the level of customer satisfaction

with the performance of the delivery platform,

which may be impacted by financial

management variables.

Financial Management
Practices Financial management practices refer to the

strategies and methods used by the

consumers to manage their finances efficiently,

including cash-flow management, consumption

management, budgeting practices, and

spending habits.

Cash-flow Management Monitoring and controlling the flow of money in

and out of finances to maintain liquidity and

stability.
Consumption Management Evaluating products and services before

purchase based on factors like quality and

value to ensure informed buying decisions.

Budgeting Practices Creating financial plans to allocate resources

wisely when shopping online, helping to control

spending and prioritize essential expenses.

Spending Habits Patterns of financial expenditure in online

shopping, including impulse buying and price

comparisons, which influence overall financial

behavior.
 CHAPTER II
REVIEW OF RELATED LITERATURE

This chapter presents the theoretical and conceptual frameworks for the

study. The theoretical framework uses financial and consumer behavior theories

to explain how cash-flow management, consumption management, budgeting,

and spending habits affect consumer satisfaction. The conceptual framework

visually maps these relationships, guiding the study in exploring their influence

on consumer perceptions and satisfaction with delivery platforms. Together,

these frameworks provide a foundation for the study’s investigation and analysis.

Theoretical Framework

This study was based on Ajzen's Planned Behavior Theory (1991). The

hypothesis was meant to describe all behaviors over which humans can exercise

self-control. The key component of this paradigm is behavioral intent; behavioral

intentions are determined by the attitude toward the likelihood that the activity will

result in the expected outcome, as well as the subjective assessment of the risks

and advantages of that result.

 According to the idea, three basic components influence an individual's

behavioral intentions: attitude, subjective norms, and perceived behavioral

control. This study's findings could be applied to internet buying. Furthermore,

this study was based on the Self-Determination Theory (Deci Ryan, 1985), which

examines the fundamental, positive human urge to progress and identifies three

core demands that enable that growth. While humans are frequently motivated to

act by external rewards such as money, prizes, and recognition (known as

extrinsic motivation), self-determination theory focuses mostly on internal

sources of motivation, such as a desire for knowledge or independence (known

as intrinsic motivation). The concept of intrinsic motivation, or engaging in

activities for the inherent rewards of the behavior itself, is central to self-

determination theory. This approach could be used in this study to better

understand the factors that influence people's financial motivations and views.

Personal finance is a behavior-driven discipline. It is dependent on the decision-

maker's desire to let go of negative conduct in return for positive behavior.

Ostman's (2007) Theory of Financial Control served as the foundation for

this investigation. The theory's main reference point is people' current and future

personal roles. The theory of financial control emphasizes the importance of both

current and potential functions of financial tools. It also emphasizes that an

organization's internal and external financial aspects, such as payments, financial

instruments, accounting, control models, economic calculations, and associated

concerns, must be examined at all stages and levels. It was also noted that in the
context of financial control, it is critical to understand how activities relate to

financial processes.

Conceptual Framework

INDEPENDENT VARIABLE DEPENDENT VARIABLE

Financial
Management
Practices
- Cash-flow
Management
- Consumption
Management Consumer Satisfaction
- Budgeting
Practices
- Spending
Habits

Figure 2.1 Conceptual Framework of the Study

The delivery platform industry has witnessed an exponential surge in

recent years, driven by the increasing demand for convenient and efficient

services. This study aims to explore the influence of financial management

practices on consumer perception and satisfaction within this dynamic sector.

The conceptual framework, illustrated in Figure 2.1 highlights the key variables

involved in this relationship: Independent Variable: Financial Management

Practices, encompassing four key aspects: cash-flow management, consumption

management, budgeting practices, and spending habits. Dependent Variable:

Customer Satisfaction. The arrow in the framework indicates a proposed positive

relationship between these variables, suggesting that strong financial

management practices contribute to higher levels of customer satisfaction. This

study aims to investigate this relationship, exploring how effective financial

management can lead to improved customer experiences and ultimately drive

business success.

Related Literature

The rapid development of the Internet has significantly transformed

consumer behavior, particularly in the digital marketplace. Early predictions of

increased consumer power in the digital age have been further accelerated by

the rise of social media. Numerous studies have explored the intersection of

consumer behavior and digital platforms, focusing on how the internet and social

media empower consumers. By examining this shift, these studies highlight the

evolving dynamics between businesses and consumers, while also identifying

gaps in the current research on how financial management practices influence

consumer satisfaction within the realm of online delivery services.

Financial Management Practices

 Financial management practices are critical to the success of delivery

platforms, particularly in influencing consumer perception and satisfaction.

Effective financial management enables individuals and businesses to live

comfortably, maintain financial security, and use their resources in ways that

enhance happiness and well-being. As Bhatt (2011), cited by Munohsamy (2015),

emphasizes, everyone—regardless of their financial situation—should study and

adopt financial management practices to improve their quality of life.

A key factor influencing financial management is saving practices, which

are shaped by variables such as wealth, income, pensions, work status, life

stages, education, dependence ratio, insurance, fiscal policy, and banking

infrastructure (Achar, 2012). The motivation to save encourages individuals to

organize their finances carefully and allocate funds for future needs (Hench,

2022).

Financial management practices have been shown to significantly impact

consumer satisfaction across various contexts. Studies have found that effective

financial management practices positively influence financial satisfaction and life

satisfaction among teachers (Atatsi et al., 2023). In rural households, practices

such as saving, insurance, and managerial behavior positively affect satisfaction

with financial emergency preparedness, while debt negatively impacts it

(Sumarwan & Hira, 1992).

Cash-flow Management
 Cash flow management is crucial for construction projects and delivery

platforms. Contractors who perform cash flow analysis prior to bidding are more

successful, with material management playing a key role (Muhammad et al.,

2023). In Saudi Arabia, contractors use credit financing for materials and

subcontract portions of projects (Shash & Al Qarra, 2018). Nigerian local

construction firms practice cash flow management techniques, including reducing

profit margins and utilizing trade credit for materials (Oladimeji & Aina, 2018). For

online food delivery platforms, consumer satisfaction and intentions are

influenced by factors such as convenience, control, technology anxiety, and ease

of information (Panse et al., 2019). Effective cash flow management involves

forecasting, monitoring, and controlling practices (Shash & Al Qarra, 2018).

Understanding consumer behavior and preferences is essential for the success

of online food delivery platforms, as these services are rapidly changing the food

retailing landscape in India (Panse et al., 2019).

Different academic perspectives have led to varied definitions of cash flow

management. Pandey et al. (2019) define cash flow management as a corporate

procedure involving the collection, management, and short-term investment of

cash, ensuring a business remains financially stable and solvent. The authors

also describe cash flow as the inward and outward movement of money,

emphasizing that a business’s solvency is largely determined by the balance of

its cash inflow and outflow cycle.

 Similarly, Hastuti et al. (2018) describe cash flow management as a

process of controlling cash receipts, transfers between different parts of the

business, and payments. This perspective highlights the importance of managing

the internal movement of cash within an organization.

Sarumathi et al. (2020) define cash flow as the transfer of money into or

out of businesses, projects, or financial products, typically measured over a

specific time period. This definition stresses the role of cash flow in assessing a

business's financial health over a defined timeframe.

According to Cooley et al. (1979), cash flow management involves

creating cash flow-related plans and controls. The effective implementation of

these procedures enables businesses to maintain liquidity and improve

profitability.

Consumption Management
Online shopping has significantly impacted consumer behavior and

consumption patterns. While it offers convenience and a wider product range, it

also presents challenges. Perceived risk is a major factor affecting consumers'

attitudes towards online shopping (Jain et al., 2014). Factors such as brand

name, product details, price consciousness, and general awareness influence

consumer decisions in online purchases of fast-moving consumer goods

(Vijayalakshmi et al., 2020).

The rise of e-commerce has led to increased consumerism, potentially

conflicting with sustainable development goals (Narang, 2020). To address this,

businesses and consumers are encouraged to adopt more responsible

consumption patterns. Managing risks in e-commerce is crucial for consumer

satisfaction.

Strategies to mitigate these risks include addressing product quality

concerns, ensuring online safety, and focusing on overall customer satisfaction

(Javaria et al., 2020). As online shopping continues to grow, understanding these

factors is essential for retailers to develop effective marketing strategies and

foster trust among consumers.

Budgeting Practices
An article “What is Budgeting? What is a Budget?” (2021) states that

budgeting allows you to create a run through for your money, making sure that

you have allocated money for the daily needs and other necessary things in your

life. By following a budget plan, it allows you to avoid making debts or to fully

redeem you on your existing debts and create a spending preference.

Financial management practices, particularly budgeting, have significant

impacts on consumer behavior and project performance. Budgets influence

consumer spending persistently, with effects lasting up to six months after budget

creation (Howard, 2021). In project management, budgeting and financial

reporting positively affect project performance, highlighting the importance of

budget expertise and financial skills (Cheluget, 2017).

However, many households, especially in developing countries, do not

prepare budgets regularly. Factors such as education level, income, age, and
savings are significantly related to household budgeting practices (Krah et al.,

2014). Financial management practices also play a role in social reproduction,

with different classes employing distinct strategies to achieve their life goals

(Leung, 2011). These findings underscore the importance of financial literacy and

effective budgeting practices in both personal and professional contexts,

suggesting a need for improved financial education and support across various

socioeconomic groups.

Spending Habits
Financial management practices, particularly spending habits, significantly

influence consumer behavior and relationship dynamics. Research indicates that

financial knowledge positively correlates with desirable spending habits (Azmi &

Ramakrishnan, 2018). However, the impact of spending habits on financial

management can vary; one study found no significant effect on students' financial

management (Awwal & Agustina, 2023). Interestingly, perceived partner

spending behaviors, rather than personal or joint spending, influence relationship

satisfaction (Britt et al., 2008). Financial literacy has been shown to positively

affect financial management (Awwal & Agustina, 2023), suggesting that financial

education could improve financial planning and decision-making (Azmi &

Ramakrishnan, 2018). Despite the importance of financial management

strategies taught by consumer educators, there is limited research on actual

household practices, hindering curriculum development (Lytton & Porter, 1995).

These findings underscore the complex relationship between financial

knowledge, spending habits, and overall financial well-being.

The influences of the environment shape our spending habits. It might

come from witnessing and copying our parents’ or other significant people’s

spending patterns, our culture and society, one’s religions and spiritual beliefs,

one’s own unique personalities and experiences, and the media can all influence

how we spend and save (Money Habitude, 2021).

Consumer Satisfaction

Customer satisfaction refers to how pleased or dissatisfied consumers are

with a company's goods, services, or overall experience. It reflects a customer's

perception of the business in terms of quality, value, and how well the company

meets their expectations. As Indeed (2021) notes, customer satisfaction can

reveal a lot about how consumers feel about a brand and how they will interact

with it in the future.

The importance of customer satisfaction lies in its ability to provide

businesses with a key metric to regulate and improve their operations. According

to Teoh et al. (2020), prioritizing customer satisfaction is crucial for service

industries aiming to remain competitive. In the delivery services sector,

enhancing customer satisfaction directly contributes to consumer loyalty. Factors

such as product delivery, quality, and price are critical to this satisfaction. Mm
(2018) states that when a product of similar quality is offered at a lower price, it

provides greater value to the customer, leading to improved satisfaction.

Competition among delivery services often revolves around pricing

strategies. Agu et al. (2015) and Isa & Ahmad (2021) highlight how businesses

must balance delivery costs with the value, weight, and distance of the goods. In

Malaysia, high delivery costs and the lack of government regulation have raised

concerns among consumers, particularly students (Isa & Ahmad, 2021). The

problem of service dumping further exacerbates these concerns, demonstrating

the need for fair pricing and effective oversight in the delivery sector.

Service quality plays a crucial role in maintaining competitiveness in the

delivery industry. Poor service, such as slow delivery times with companies like

J&T Express, has been a significant cause of customer dissatisfaction (Hafizha

et al., 2019). A 2019 survey by Parcel Perform found that over 43% of Malaysian

consumers were dissatisfied with their e-commerce delivery experiences (Buldeo

Rai et al., 2021). Cronin and Taylor (1994) emphasize that failure to improve

service quality can lead to negative consequences for all parties in the delivery

process, underscoring the need to enhance service standards for competitive

advantage.

Customer satisfaction is fundamentally a response to how well consumer

needs are fulfilled. It involves evaluating a product or service's ability to meet

customer expectations (Oliver, 2014; Zeithaml et al., 2011). It also reflects an

individual's emotional response when comparing a product’s performance with

their expectations (Kotler, 2012). Satisfied customers tend to be more loyal, use

the service more frequently, and be less sensitive to price changes, leading to a

positive perception of the company (Gayan Nayanajith & Dissanayake, 2019;

Jusoh & Sulaiman, 2020).

Synthesis

The review of related literature highlights the critical role of financial

management practices in shaping consumer satisfaction, particularly in the

context of delivery platforms. Effective financial management practices, such as

cash-flow management, consumption management, budgeting, and spending

habits, are shown to significantly influence both individual and business financial

outcomes. These practices enable consumers and businesses to maintain

financial security, allocate resources effectively, and achieve overall financial

well-being.

Cash-flow management ensures business solvency and liquidity,

influencing both business operations and consumer perceptions of financial

stability and service efficiency. Similarly, consumption management plays a key

role in consumer behavior, particularly in the context of online shopping, where

perceived risks can affect satisfaction. Addressing these risks through product

quality, safety, and overall service satisfaction is essential for businesses.

 Budgeting practices are essential for managing financial resources

effectively, directly influencing consumer spending habits and financial security.

Households that engage in regular budgeting and financial planning experience

improved financial satisfaction. Additionally, spending habits, shaped by financial

literacy, social factors, and personal experiences, have a significant impact on

consumer behavior. Financial education is crucial in promoting responsible

spending and improving overall financial well-being.

In the delivery platform industry, consumer satisfaction is driven by factors

such as service quality, delivery costs, and pricing strategies. Balancing these

factors is essential for enhancing customer satisfaction and fostering loyalty.

Poor service quality, such as delays in delivery, can lead to dissatisfaction,

underscoring the importance of continuous improvement in service standards.

Financial management practices play a pivotal role in influencing

consumer satisfaction with delivery platforms. Effective management of cash

flow, budgeting, and spending habits enhances both business efficiency and

consumer experiences. To remain competitive, businesses must focus on

improving service quality, ensuring fair pricing, and educating consumers on

financial management practices, which in turn will lead to greater customer

satisfaction and loyalty.

 CHAPTER III

METHODOLOGY

This chapter describes the methodology used in this study. It covers the

discussion of the research design, sources of data, research locale, respondents

of the study, sampling technique, sample size, data collection procedure and

ethical consideration.
Research Design

This study employed quantitative correlational study, which includes

archival data and several critical factors to determine whether and to what extent

a relationship exists between the independent variable (financial management

practices) and the dependent variable (consumer satisfaction). A correlational

study is the most appropriate methodology when a researcher attempts to

determine what type of relationship exists between two or more quantifiable

variables (Simon, 2006). By utilizing this approach, the study aims to provide a

comprehensive overview of online shoppers' experiences with delivery platforms

in the City of Mati.

Source of Data

To ensure the reliability of the data, the researchers will both utilized the

primary and secondary sources of data. Primary data firsthand information will be

collected directed from the respondents using the survey questionnaire of this

study.

The secondary data involves books, articles, reports, databases, and

other existing data sets that will be viewed and used in finding the information of

this study.
Research Locale

Mati, officially known as the City of Mati or Mati City, is a 5th class city and

serves as the capital of Davao Oriental, Philippines. Located on the southeastern

side of Mindanao, Mati is politically subdivided into 26 barangays.

It is recognized as the most progressive town on the East Coast of Davao,

with a population of approximately 16,000 and covering an area of 120,000

hectares. As a second-class municipality, Mati has an annual income of

₱75,000.00.

This study will be conducted in three barangays in the City of Mati:

Barangay Central, Barangay Dahican, and Barangay Matiao. According to the

most recent census data, Barangay Matiao has a population of 16,234, Barangay

Central has 34,947 residents, and Barangay Dahican has 18,253 inhabitants.
 Figure 3.1 Map of the Research Area

Respondents of the Study

The respondents of this study are the regular public teachers online

shoppers residing in the City of Mati, Davao Oriental. Specifically, they are

residents of Barangays Dahican, Matiao, and Central, with the following criteria

for inclusion: frequency of usage minimum of 5 orders above. In addition, their

preferred couriers must include J&T Express, LBC, JRS Express, Illanas Floral

Express, or IKL.

The researchers will employ the random sampling design it is used in this

research study to select a sample from a larger population in such a way that
every individual in the population has an equal chance of being selected. The

respondents will be the online shoppers from City of Mati, Davao Oriental.

Inclusion of the respondents: (1) regular public teachers; (2) resident within

Barangay Dahican, Matiao and Central in the City of Mati; (3) online shoppers (4)

frequency of usage minimum of 5 orders and above; (5) courier (J&T express,

LBC, JRS express, Illanas floral express, IKL)

Exclusion of the respondents: (1)non-regular public teachers; (2) non-resident

within Barangay Dahican, Matiao and Central in the City of Mati; (3) ) frequency

of usage below 5 orders: (4) non-online shoppers.

Withdrawal of the respondents: (1) participants have the right to withdraw from

the study at any time without providing a reason; (2) participants who consistently

fail to adhere to the study protocol or guidelines despite of reminders may be

withdrawn to maintain integrity of the research data; (3) if a participant becomes

unreachable or unresponsive for an extended period; (4) in cases where

participant data is incomplete, inaccurate, unreliable due to nom-cooperation or

inconsistent responses, the participant may be withdrawn to uphold the quality

and validity of the study results.

Sampling Technique

This study will incorporate non-probability sampling technique called

"purposeful sampling" entails deliberately choosing individuals. Purposive

sampling enhances the rigour and reliability of the results by enabling a better fit

between the sample and the goals and objectives of the research (Campbell et

al., 2020).

Furthermore, convenience sampling will also be utilized. Convenience sampling

is the practice of gathering data from a research population that is easily

accessible to the researcher (Rahi ,2017).

Sample size

The study utilized Slovin's formula (Slovin, 1960) to determine the

appropriate sample size required to achieve a specific confidence interval when

sampling a population. This formula is particularly useful when there is limited

knowledge about the population's behavior or distribution. It calculates the

sample size based on the total population and the desired margin of error. Given

the total populations from the census—Barangay Matiao with 16,234, Barangay

Central with 34,947, and Barangay Dahican with 18,253—the combined total

population of these Barangays is 69,434. Aiming for a margin of error of 0.05

(5%), the sample size was determined as follows:

N
n= 2
1+ N∗e
where:

 n = the sample size

 N = the total population size

 e = the margin of error (express as a decimal)

TABLE 1. Sample Size

RESPONDENTS POPULATION SIZE SAMPLE SIZE
Barangay Dahican 18,253 105
Barangay Matiao 16,234 93
Barangay Central 34,947 200

For a total population size of 69,434 and a margin of error of 5%, the

calculated sample size is approximately 398. To determine the sample size for

each Barangay, we use division and multiplication. For example, for Barangay

Dahican, with a total population of 18,253, we first divide this by the overall

population size of 69,434. We then multiply the result by the calculated sample

size of 398 to obtain the sample size for Barangay Dahican, which is

approximately 105. Similarly, for Barangay Matiao, the sample size is

approximately 93, and for Barangay Central, it is approximately 200.

When summing the sample sizes for all three Barangays (Dahican,

Matiao, and Central), the total sample size adds up to 398. This sample size is

deemed sufficient to achieve a 5% margin of error with a high level of confidence

in the results.
Data Collection Procedure

The data collection procedure begins with obtaining approval from the

appropriate authorities. Before starting the data gathering process, the

researcher will seek permission from the adviser and other relevant authorities to

conduct the study. Once approval is granted, a formal letter will be sent to the

users of delivery platforms, requesting permission to administer the survey.

Following this, the researcher will construct the questionnaires, ensuring that

they are thoughtfully designed with clear, objective questions aligned with the

study’s goals.

Once the questionnaires are prepared, they will be distributed to participants

in person. During these meetings, the researcher will explain the purpose of the

study, assure participants that their responses will remain confidential and

anonymous, and emphasize the importance of providing truthful and accurate

answers. The researcher will also ensure that participants understand the

instructions and have enough time to complete the questionnaires.

After collecting the completed questionnaires, the data will be analyzed and

interpreted. This process involves compiling the responses, identifying trends,

patterns, or correlations, and drawing meaningful conclusions from the data.

Finally, the findings will be assessed in relation to the study's objectives to

provide valuable insights.

Data Treatment

The data treatment in this study will be analyzed using statistical tools to

draw insights and assess relationships between variables. The tools used include

the Mean to determine consumer perception, Pearson r to analyze the

relationship between perception and satisfaction, and a 5-Point Likert Scale to

measure consumer opinions on delivery platform services.

Mean. It is used to determine consumer perception towards Delivery Platform

Services in the City of Mati. This was used as a measure of central tendency as it

averages all values in the dataset.

Pearson r. It aims to determine the relationship between consumer perception

and overall satisfaction with Delivery Platform Services. This tool is based on the

co-variance method, which is considered the most accurate method of measuring

the relationship between variables of interest. Details about the strength and

direction of connections or correlations are provided.

Regression Analysis. A statistical method known as regression analysis is used

to look at the relationship between one or more independent variables, also

known as predictors or explanatory variables, and a dependent variable, also

known as the result or response variable. It facilitates understanding how, when

one of the independent variables is changed while the other variables remain

unchanged, the dependent variable changes. Field, A. 2018).

Research Instrument

5-Point Likert Scale. The Likert scale, in its ultimate form, is a five- or seven-

point scale that people can use to express how strongly they agree or disagree

with a particular statement (Mcleod, 2023). This tool will be used to measures

subjective opinions of the consumers in the City of Mati regarding the level of

consumer perception towards Delivery Platform Services.

Table 2. Range of Mean

Weight/Scale Range Interpretation

5 4. 51 - 5.00 Strongly agree

4 3.51 - 4.50 Agree

3 2.51 - 3.50 Moderately agree

2 1.51 - 2.50 Slightly agree

1 1.00 – 1.50 Disagree

Ethical Consideration
 The researcher prioritized ethical considerations throughout the analysis

process. Prior to questionnaire administration, chapters 1 and 2 underwent

review by the Davao Oriental State University Ethics Review Committee to

ensure adherence to ethical standards. In the data collection phase, an informed

consent form accompanied the questionnaire, requiring respondents to provide

their signature to signify voluntary participation. Furthermore, confidentiality was

maintained by not disclosing the names of respondents or selected employees in

any chapter of the study.

Voluntary Participation

Voluntary participation will be a cornerstone of this research, ensuring that

participants engaged in the investigation willingly and with full awareness of the

study's purpose. Prior to participation, individuals were provided with information

about the study and given the opportunity to ask questions for clarity. They were

afforded ample time to consult with their parents or superiors to make an

informed decision regarding their involvement.

Privacy Confidentiality

These measures ensured the privacy and confidentiality of participants'

information throughout the study. The researcher maintained strict confidentiality

of all study records to safeguard the rights and welfare of the involved

participants. Additionally, a Non-Disclosure Agreement (NDA) was provided to

both parties to uphold the integrity and confidentiality of the information

exchanged.
Informed Consent Process

The principle of respecting individuals' autonomy was upheld throughout

the informed consent process, ensuring that participants were fully informed

about the study and given the opportunity to provide consent in a manner and

timeframe of their choosing.

Recruitment

For this study, the researcher enlisted the heads of various administrative

and academic offices, including human resources, finance departments, research

and extension, and others, from different selected state universities and colleges

in Region XI.

Risk

The study acknowledged that risks are inherent in everyday behavior, with

the likelihood and severity of potential harms suggested by participation in the

research deemed negligible. However, the researcher and accompanying

enumerators faced a higher risk of physical or psychological injury due to the

extensive travel required to reach various locations within the research area.

Biosafety and Benefits

To mitigate these risks, the researcher took proactive steps to identify

potential sources of risk, particularly concerning the peace and order situation in

the target locations. Information was sourced from law enforcement authorities

prior to proceeding to the research sites. Additionally, the study prioritized the
health and safety of the researcher and accompanying personnel, aiming to

establish a zero-harm environment throughout the study's execution.

Plagiarism/Fabrication

The researcher guaranteed the integrity of the study by ensuring that no

misrepresentation of others' work as their own occurred. Utilizing Turnitin

software and/or plagiarism detection tests, the study underwent rigorous scrutiny

to confirm the absence of plagiarism. Furthermore, deliberate misrepresentation

of processes, data, or results, as well as presenting inaccurate or unverified

conclusions inconsistent with cited literature, was meticulously avoided

throughout the research process.

Falsification and Conflict of Interest (COI)

Moreover, deliberate misrepresentation to align with a particular model or

theoretical expectation, as well as exaggerations within this research, were

strictly prohibited. Similarly, efforts were made to identify and address any

potential conflicts of interest (COI). According to the definition provided by

Google Scholar, COI refers to situations where individuals may personally benefit

from actions or decisions made in their official capacity of service.

Deceit

According to Google Scholar's definition, deceit involves the act of

misleading someone by hiding or altering the truth, which is considered immoral

as it involves falsehood regarding the author's identity. Deception is inherently

unethical. In moral philosophy, specifically deontological ethics or deontology, the

primary ethical principle asserts that the morality of an action should be

determined not by its consequences, but by whether the action itself adheres to a

set of rules governing what is right.

Permission from Organization/Location

Subsequently, the researcher presented a written request, endorsed by

the research adviser and coordinator, along with an endorsement letter from the

Dean of the Davao Oriental State University, to the presidents of state

universities and colleges (SUCs) in Region XI. Following approval by the SUC

president, the researcher conducted a courtesy call to individuals in authority at

the research site or the location where data collection occurred.

Authorship

The author of this study, as indicated on the title page of the manuscript,

was primarily responsible for the conceptualization, construction, data

acquisition, review and evaluation of evidence, as well as the drafting or

modification of the paper. Their significant intellectual contribution was essential

for the dissemination of valuable content and they were accountable for the final

approved version. Furthermore, the study aimed to make a noteworthy and

innovative contribution to the research hierarchy. The researcher willingly

accepted responsibility for the paper's quality, including reviewing raw data,

making decisions on manuscript revisions, and agreeing to be named as the

author. They committed to ensuring the thorough investigation and resolution of

any issues related to the work's quality or integrity. Ultimately, the author's mental

contributions significantly shaped the scientific content of the research,

presenting it in an accessible and comprehensible manner.

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