CUSTOMERS SATISFACTION AND SERVICE QUALITY OF ONLINE SELLERS IN PEÑAPLATA

Abstract

This study aims to determine the level of service quality of online sellers in terms of tangibility, reliability, responsiveness, assurance and empathy; to determine the level of customer’s satisfaction and if there is a significant relationship between customer’s satisfaction and service quality of online sellers in Peñaplata Island Garden City of Samal. The data were gathered using online survey questionnaire and was distributed to 200 respondents in Peñplata IGaCos. The method used in this study was descriptive correlation method and the statistical tool used were Mean and Pearson-r. the result showed that the level of service quality of online sellers in terms of tangibility, reliability, responsiveness, assurance and empathy has overall mean of 4.60 and standard deviation of .36 which means very satisfied. The level of customer’s satisfaction has overall mean of 4.56 and .34 standard deviation. Moreover, the study finds that there is a significant difference between customer’s satisfaction and service quality. Keywords: