No Cash, No Problem: An Empirical Study Investigating the Impact of the Cash-On-Delivery Payment Method on Customer Satisfaction Among Selected Online Shoppers

Registration ID: IJNRD_221242

Published ID: IJNRD2405449

DOI: Click Here to Get

Annelyn H. Eribal , Tito B. Cagang, Jr. , Alexandria Jean P. Daraman , Janby E. Gutana , Frenciss Joy A. Dahab

Cash-on-delivery, online payment method, customer satisfaction, preventing fraudulence, logistics and shipping issues

This study investigated the impact of Cash-On-Delivery (COD) as an alternative payment method on customer satisfaction and described the informants’ experiences regarding their utilization of COD. Specifically, the researchers used combination of quantitative and qualitative types of research. One hundred fifty-five (155) respondents and five (5) informants were chosen through purposive sampling because they met the same requirements to be the study's informants and respondents. Using the statistical tools, it was found that most of the respondents are female, and within the age range of 18 to 20 years old. In terms of their daily allowances, the majority of the respondents have a daily allowance of Php. 50, and their preferred online shop is Shopee, and their frequency of online transactions is once a month. Generally, COD as an alternative payment method has a high impact (x=3.98) on the respondents’ satisfaction, and the respondents are satisfied (x=3.95) with Cash-On-delivery (COD). Also, there is a significant relationship between the impact of COD and the level of customer satisfaction. Nevertheless, when the informants were asked about their experiences regarding COD, preventing fraudulence emerged as a theme in their positive experiences while logistics and shipping issues as the emergent themes for their negative experiences. Hence, it is recommended that online sellers may emphasize and communicate the security measures in place to protect customers and may focus on improving the efficiency and reliability of their delivery services which constitute excellent customer service, clear communication, and quick issue resolution.

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Annelyn H. Eribal, Tito B. Cagang, Jr., Alexandria Jean P. Daraman, Janby E. Gutana, & Frenciss Joy A. Dahab (May-2024). No Cash, No Problem: An Empirical Study Investigating the Impact of the Cash-On-Delivery Payment Method on Customer Satisfaction Among Selected Online Shoppers. INTERNATIONAL JOURNAL OF NOVEL RESEARCH AND DEVELOPMENT, 9(5), e415-e438. https://ijnrd.org/papers/IJNRD2405449.pdf

Volume 9 Issue 5, May-2024

Pages : e415-e438

Paper Reg. ID: IJNRD_221242

Published Paper Id: IJNRD2405449

Downloads: 000121997

Research Area: Management

Country: GENERAL SANTOS CITY (DADIANGAS), SOUTH COTABATO, Philippines

Published Paper PDF: https://ijnrd.org/papers/IJNRD2405449.pdf

Published Paper URL: https://ijnrd.org/viewpaperforall?paper=IJNRD2405449

Journal Name: INTERNATIONAL JOURNAL OF NOVEL RESEARCH AND DEVELOPMENT(IJNRD)

ISSN: 2456-4184 | IMPACT FACTOR: 8.76 Calculated By Google Scholar | ESTD YEAR: 2016

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