Influence of Online Reviews and Level of Satisfaction of Selected College Students of Bestlink College of the Philippines

Vol.4, No.1

Abstract

The purpose of this study is to determine the influence of online reviews and the level of
satisfaction of selected college students of Bestlink College of the Philippines. This paper
used existing findings that may determine the factors that influence online reviews and the
level of satisfaction of the selected customers. Online shopping has become a new trend
nowadays; however, as consumers cannot physically experience the product, many
consumers tend to read online reviews first before making a purchase. Online reviews are
made by previous customers that include information that shows their satisfaction or
dissatisfaction with a product they purchased.

From the findings, the assessment of the level of satisfaction of customers in terms of
Brand(3.22), Product quality(3.13), Price(3.22), and Promotion (3.18) were all interpreted as
“Satisfied.” The assessment of the customer in terms of a Positive review with a total
weighted mean of 3.34 is interpreted as “Very Satisfied,” while the Negative review with a
total weighted mean of 3.1 is interpreted as “satisfied.”

The proposed recommendation of the researchers to enhance customer satisfaction is as
follows: This research study must proposed to other programs to serve as a reference or
guide that provides them insight into factors affecting customer satisfaction. Also, future
researchers could further examine related studies to propose solutions that will enhance the
satisfaction of customers in shopping online. The researchers recommend online shops
display reviews on their websites, whether positive or negative, to give potential customers
an idea or insight into what to expect from a product or service. Also, sellers must take
immediate action to customers' complaints to maintain the good reputation of their business
and gain trust from customers because the higher customer trust, the higher a business
sales rate.