Level of Customer Satisfaction on Product Offerings of 7-Eleven in Caybiga, Caloocan City

Vol.3, No.1A

Abstract

Convenience stores become increasingly crucial in our fast-paced society. Convenience stores appeal to a vast portion of the population looking for everything from a simple beverage to a meal. Everyone seems on the go today, so convenience stores appeal to various customers in every socio-economic category. This study was prompted by the researchers' curiosity to determine customer satisfaction with the product offerings of 7-Eleven within Caybiga, Caloocan City. In response to these problems, this study examines whether the level of customer satisfaction at 7-Eleven is justified in terms of product offered, price, place, promotion, and people. This study utilised quantitative descriptive research method samples of thirty (30) regular consumers within barangay Caybiga, Caloocan City. This study utilised purposive sampling under a non-probability sampling method. This study also used a survey questionnaire through Google form as an instrument to gather information in answering the following statistical tool using frequency, percentage, and weighted mean. Most of the respondents are female, from 13-25 years old, their salary ranges from ₱3,000-₱10,000, and consumers want to visit the 7-Eleven monthly. The most common problems addressed by the consumer in availing of the products offered by 7-Eleven are shortage of products, crowded space for customers, and unavailable service for kiosks. Suggestions can be proposed to maintain customer satisfaction at 7-Eleven: the business should have a variety of products for more options for customers, the business should align all products to the suggested retail price implemented by the government, the business should have a renovation of the store yearly, giving a discount can help the business to boost awareness, and the business should do strategies in line with needs and wants of consumers. Based on the results gathered, the researchers came up with recommendations that the business should have more variety of products and more promotional tools for the people's awareness, the business should enhance or maintain all of the strategies that the store uses, and the business should strengthen inventory for the shortage of products.