Milk Tea Final Paper

POTOTAN NATIONAL COMPREHENSIVE HIGH SCHOOL
Pototan, Iloilo
SENIOR HIGH SCHOOL CURRICULUM
ACCOUNTANCY, BUSINESS AND MANAGEMENT
APPROVAL SHEET
The research paper attached here to, entitled “SATISFACTION LEVEL OF
CUSTOMERS ON THE MARKETING MIX USED BY MILK TEA SHOPS IN
POTOTAN, ILOILO” prepared and submitted by LANDER BOLIVAR, LYRA CUARTE,
JENICA MAE ORBITA, DHIVINNE DANIELLE PEREZ, CIENTLYN PORRAS and
ROSARIO RIZALUTE in partial fulfillment for the Applied Subject Inquiries, Investigations
and Immersions (Quantitative Research), is hereby approved.
____________________ ________________________________
Date JENNA LYN B. ABANCO
Inquiries, Investigations and Immersions Teacher
Accepted in partial fulfillment of the requirements for the Applied Subject Inquiries,
Investigations and Immersions (Quantitative Research).
_______________________ ______________________________
Date MR. RESTY T. MARGARSE
Senior High School Coordinator
__________________________ __________________________________
Date MRS. DORENDA T. MONTALBAN

Asst. School Principal II, Senior High School
________________________ _______________________________
Date GEMMA B. PEÑARANDA, Ed. D.

Principal III
I
Pototan, Iloilo
Bolivar, Lander M., Cuarte, Lyra., Orbita, Jenica Mae P., Perez, Dhivinne Danielle.,
Porras, Cientlyn., “Satisfaction Level of Customers on the Marketing Mix Used by Milk Tea
Shops in Pototan, Iloilo”. Unpublished Senior High School Research Paper, Pototan National
Comprehensive High School, Pototan, Iloilo. March 2020.
ABSTRACT
Generally, the goal of this study is to determine the customers’ satisfaction level on the
price, product, place and promotion of the two milk tea shops in the Municipality of Pototan. In
this case, customers were taken as samples to determine their level of satisfaction in terms of
price, product, place and promotion of two milk tea shops.This study used descriptive-
comparative research design to determine the customers’ satisfaction level between Hunters and
Yow Yan’s milk tea shops in terms of price, product, place and promotion, the researcher ised
these terms to achieve the objective of the study. The result of this study showed that the
customers’ satisfaction level are satisfied in terms of price, product and promotion of the two
milk tea shops while in terms of place the customers are undecided on both milk tea shops. The
result further revealed that there is no significant difference on the customers’ satisfaction level
in terms of price, product, place and promotion of the two milk tea shops.
II
Pototan, Iloilo
ACKNOWLEDGEMENT
The researchers would like to extend and express their heartfelt gratitude to the following
persons who express and contributed their efforts to the success of this study:
First and foremost, praises and thanks to the God the Almighty, for His showers of
blessings and the reason and strength of all things, for giving the researchers enough knowledge,
skills, strengths, self-confidence to face all the hardships to complete the research successfully;
Dr. Gemma B. Peñaranda, School Principal III, for giving the researchers a permission to
conduct the study;
Mrs. Jenna Lyn B. Abanco Inquiries, Investigations and Immersions Teacher, for giving
the researchers opportunity to do research and providing invaluable guidance, untiring support,
suggestions, patience and encouragement throughout this research;
Mrs. Renelyn Alcantara, Mr. Rollete Cordero and Mrs. Chona B. Cepe for spending their
time in checking and validating the questions for the interview;
Mr. Rollete Cordero, for his wisdom and priceless effort in revising this research paper;
Lastly, to our supportive and generous parents and guardians, for all the moral support and
for never get tired in supporting them especially in financing the needs to make this study possible
and also the amazing chances they’ve given during this research work.
III
Pototan, Iloilo
Lander Bolivar
Lyra Cuarte
Jenica Mae Pendon
Dhivinne Danielle Perez
Cientlyn Porras
Rosario Rizalute
IV
Pototan, Iloilo
TABLE OF CONTENTS
Chapter Page
I. INTRODUCTION OF THE STUDY 1
Background of the Study 1
Theoretical Framework 2
Conceptual Framework 3
Statement of the Problem 4
Hypothesis 5
Significance of the Study 5
Definition of Terms 6
Delimitation of the Study 7
II. REVIEW OF RELATED LITERATURE 8
Related Literature 8
Related Study` 11
V
Pototan, Iloilo
III. METHODOLOGY 12
Research Design 12
Research Respondents 12
Data Gathering Method 13
Statistical Analysis 14
IV. RESULTS AND DISCUSSIONS 15
Descriptive Data Analysis 15
Inferential Data Analysis 17
V. SUMMARY, CONSLUSIONS AND RECOMMENDATIONS 18
Conclusions 18
Recommendations 18
Summary 19
APPENDICES 20
VI
Pototan, Iloilo
VII
Pototan, Iloilo
SATISFACTION LEVEL OF CUSTOMERS ON THE MARKETING MIX USED BY

MILK TEA SHOPS IN POTOTAN, ILOILO
A research proposal presented to
the faculty of the Senior High School Department
of Pototan National Comprehensive High School
Pototan, Iloilo
In partial fulfillment of the requirements for
Applied Subject Inquiries,Investigations,and Immersions
BOLIVAR, LANDER M.
CUARTE, LYRA
ORBITA, JENICA MAE P.
PEREZ, DHIVINNE DANIELLE
PORRAS, CIENTLYN P.
RIZALUTE, ROSARIO P.
MARCH 2020
Pototan, Iloilo
CHAPTER I
Introduction
This chapter presents the background of the study, theoretical framework, significance of
the study, definition of terms and scope and delimitation of the study.
Background of the study
Nowadays, people are more adventurous and love to try new taste and experiment on new
flavors. They adore everything that is new, exciting and beneficial to them (Weiner,2009).Tea is
the second most consumed beverage in the world, ranking next to water. It provides a healthy
alternative to soft drinks, coffee and smoothies. Tea consumption is driven by growing health
consciousness among middle and higher income consumers. Milk tea is now one of the most
popular trends in the food and beverage industry. People go crazy over milk tea because of its
low price, refreshing taste, health benefits and the store’s ambiance. With the increasing demand
of milk tea, lots of entrepreneurs put up tea house everywhere ( Raymundo, 2012).
Milk tea is also the one that provides a number of health benefits to customers. It
contains flavonoids, which are naturally occurring compounds believed to have antioxidant
properties (Jacobson, 2009). Milk tea is a beverage made out of a tea with a little amount of milk
added into it commonly evaporated or powdered form. It is a new entrant in the Philippine
market. As we all know before, Filipinos are more of coffee drinkers than tea drinkers but
milk tea successfully captured t h e a t t e n t i o n o f t h e y o u n g g e n e r a t i o n s . Compared to
1
Pototan, Iloilo
coffee and “other” hot drinks, Filipinos perceive that drinking tea is more beneficial to the
body(Jacobson, 2009).
This study focuses on the level of customers’ satisfaction in Hunters and Yow Yan milk
tea shops in terms of price, product, place and promotion in Pototan, Iloilo.
Theoretical Framework
Customer Service Theory
The “Theory of Customer Service” is based on identifying and satisfying your customer
needs and exceeding their expectations. A company must be totally committed to delivering
consistently high standard of service to gain and retain costumer’s loyalty everyone from top
management on down must be turned into what the costumers wants. Costumer’s satisfaction and
loyalty in extricable linked to the quality of costumers service and ultimately to the company’s
profitability (Dorling, 2018).
Neil Borden created the “Marketing Mix 4P’s Theory” means that the market demand
is more or less largely replying on the marketing variables or selling factor. In order to find some
market impacts, the enterprises must effective combining these elements to meet market demand
and to maximize profits. (Christian,2017). Philip Kotler further confirmed that the most
important elements in marketing mix 4Ps is product, which means that the business should focus
on the development of features so that products has the unique selling point. Price means that the
2
Pototan, Iloilo
business should accord to different market positioning to develop the pricing strategies. Place
requires the company does not directly selling to consumers but rather focus on training of
dealers and the establishment of sales networks. And the enterprises can communicate with
consumers through distributors. Promotion requires that company to concentrate on changing the
distribute behaviors to encourage consumers and using short-term, such as discount, to promote
the growth of consumption. Therefore, the company should concentrate on the Product, Price,
Promotion and Place for its new product (Wander, 2017).
Conceptual Framework
This study aims to determine the satisfaction level of customers on the marketing mix
used by Milk tea shops. The difference as a result of comparison will serve as basis of improving
each milk tea shop.
Independent Variables Dependent Variable

Price
Product
Customers’
Satisfaction
Place
Promotion
3
Pototan, Iloilo
Statement of the Problem
This study entitled “Satisfaction Level of Customers on the Marketing Mix used by Milk tea
shops”, aims to determine and evaluates the satisfaction level of customers towards the two
different Milk tea shops namely Hunters and Yow Yan’s Milk tea shop.
1.What is the level of customers’ satisfaction between the two milk tea shop in terms of:
A. Product
B. Price
C. Place
D. Promotion
2. Is there a significant difference on the level of customers’ satisfaction between the two milk
tea shop in terms of:
A. Product
B. Price
C. Place
D. Promotion
4
Pototan, Iloilo
HYPOTHESES
In the view of preceeding problems the following hypothesis was drawn. Precisely the
satisfaction level of customers on the marketing mix used by Hunters and Yow Yan’s
Milk tea shops does not have a significant differences.
SIGNIFICANCE OF THE STUDY
The results of this study will be beneficial to the following:
To the customers. This study will provide an additional knowledge to the customers and
enable them to evaluate or assess their satisfaction in buying milk tea
To the owners. This will give them an idea of the customers’ feedback towards their
products. This will give them an opportunity to give what they had experienced in putting up the
business so that others will also be given an opportunity to study the consequences they are
facing and avoid the possible problem it may brought in the future.
To the future entrepreneurs. This study will provide them strategies especially to those
expectations of customers towards the products that milk tea shops have to offer. This will help
them a lot in studying the possible consequences and factors in putting up milk tea shops so that
when they put up a business like milk tea shops they will exactly know what they should do.
To the future researchers, The findings of the study will serve as reference to their future
5
Pototan, Iloilo
studies. This study will also serve as their reference that will give them a background or an
overview on the customer’s satisfaction in buying milk tea.
DEFINITION OF TERMS
Milk tea –a sweet drink of Taiwanese origin that in its basic form consists of tea mixed typically
with milk or fruit syrup and small balls of tapioca.(Merriam Webster Dictionary,2019).
In this study, milk tea is a beverage made out of a tea with a little amount of milk added
into it commonly evaporated or powdered form which were evaluated by the respondents in
terms of price, product, place and promotion.
Customer-refers to a person that buys goods or services from a store or business (Market
Business News, 2013).
In this study, it refers to the respondents who are buying milk tea in Pototan, Iloilo.
Satisfaction - is the state of being happy and satisfied maybe drawn from being at ease in one’s
situation, body and mind (Merriam Webster Dictionary, 2019).
In this study, it is how products and services supplied by milk tea shops meet or surpass
customer expectation in terms of price, product, place and promotion.
DELIMITATION OF THE STUDY
6
Pototan, Iloilo
This study will be conducted to determine the level of customers’ satisfaction in Hunters
and Yow Yan milk tea shops in terms of price, product, place and promotion.
The variables of this study are the customers’ satisfaction which is dependent variable
while price, product, place and promotion as independent variable.
This study will be conducted on S.Y 2019-2020 at Pototan National Comprehensive High
School and also at Pototan Plaza and Fernando Parcon Street where milk tea shops are located.
Data will be gathered from the respondents either in men or women customers who already
experienced in buying milk tea.
However, age,sex and behaviour of the respondents were not a basis for the result of this
study.
CHAPTER II
7
Pototan, Iloilo
Review of Related Literature and Related Studies
Related Literature
Milk tea attracts new customers at a low price, raising price with adding more
ingredients, so as to obtain the consumer surplus, what’s more, it also beats other competitors in
the aspect of same price with different cup type. In terms of the own influence of customer value
evaluation, there is no emphasis on gender consumption, the younger milk tea consumers
provide the customer background of milk tea; the phenomenon of crowd queuing attracts more
consumers and provides the purchase motivation; finally, the "feet on the ground" sharing
pictures in circle of friends and a better consumption experience provide buying experience.
Different from the milk tea made by brewing the milk tea powder in early times, which was lack
of taste and characteristics, at present, with the development of economy, consumers
increasingly pay attention to the requirements of quality and characteristics of milk tea. Among
them, with the popularity of milk tea, many online famous milk tea brands attract many
consumers, which occupy a place in people's daily life (Khan, 2015).
Product
The product is the most important aspect of the marketing mix. The product can be a
service or even a holiday destination. Tangible benefits include benefits, which can be measured
such as the top speed of a car. Intangible benefits are benefits that cannot be measured such as
the enjoyment the customer will get from the product. It is important that the product is changed
8
Pototan, Iloilo
as necessary to bring it up to date and prevent it from being overtaken by competitor (Wayer,
2016).
Price
Price is one of the element in marketing mix it is very plays a very heavy role because
marketers, uses price as communication medium with customer, where the message is being
clearly perceived by customer as what it meant to the marketers. Pricing is a process where by a
business sets the price at which it will sell its products and services, and be part of the businesses
marketing plan (Wayer, 2016).
It is very important that the correct price is charged for a product. If the price is too high
consumers will avoid the product, as they will believe it to be too expensive yet if the product is
priced too low they may believe that there is something wrong with the product for it to be so
cheap. Also, if the company charges too low a price, it may not cover its costs(Wayer, 2016).
Place
Place decides where the product is to be sold. There are three main distribution channels
to choose from: Traditional - selling the product to wholesalers who will then sell the product on
to retail outlets. Modern - producers selling the product directly to the retail outlet. Direct - the
producer selling directly to the consumer such as door-to-door sales or over the Internet(Wayer,
2016).
9
Pototan, Iloilo
Promotion
Once the product has been made and the price set, it is important that potential customers
are told about the product. Promotion can also be used for reassuring the consumer that the
product is of good quality and persuading them to purchase the product. Promotional methods
include: advertising, direct selling, point of sale and incentives(Dickson, 2019).
Customer satisfaction
Customer satisfaction is a measure of how an organisation’s total product performs in
relation to set of customer’s expectations. Customer satisfaction depends on the product’s
perceived performance relative to a buyer’s expectations. If the product’s performance falls short
of expectations, the customer is dissatisfied. If performance matches expectations, the customer
is satisfied. If performance exceeds expectations, the customer is highly satisfied and delighted.
(Armstrong, 2015) .Most of the companies make a huge mistake, when they are not paying
enough attention to their customer satisfaction. Keeping customers satisfied is the best
competitive advantage against competitors. Customers are loyal, prepared to pay more and are
excellent external marketers(Hill, 2008).
Related Study
The product of Little Tea are various, there are a lot of choices just for the tea dregs. At
10
Pototan, Iloilo
the same time, through the personalized customization (such as adding ingredient, changing
temperature and sweetness), it can mix and get different flavors of milk tea, so that each
consumer can mix the most satisfactory milk tea with the favorite texture and flavor. At the same
time, this kind of tea meets the needs of emphasizing characteristics among different consumers.
Both milk tea focuses on the uniqueness and innovation of packaging design of milk tea, which
can arouse the interest of consumers. The innovation of packaging and beauty have become part
of the reason for consumers to buy milk tea (Yang, 2010).
CHAPTER III
11
Pototan, Iloilo
Methodology
Research Design
A research design provides the framework that defines the data collection and analysis
procedures, and indicates who or what is involved, where and when will the study takes place.
The purpose of the research design is to state what is to be achieved by the research and how the
results can be used.
This study utilized a descriptive-comparative research design, which is done with a
specific research questions in mind. This design was used to determine the satisfaction level of
customers on the marketing mix used by milk tea shops in terms of price, product, place and
promotion. Different questions which are suited to the study were given to the respondents in a
questionnaire form in order to easily collect the data needed for the study.
Respondents
Respondent is a person who had been invited to participate in a particular study and had
actually taken part in the study (Given,2008). In this study there will be 30 respondents who had
experienced through buying milk tea in two different shops.
The study will use availability sampling method to select the respondents in accordance
to its objectives. Availability sampling is a non-probability sample that employs a group of
individuals who are available for the study where subjects are selected because of their
12
Pototan, Iloilo
convenient accessibility (Explorable, 2018).
Instrumentations
In this study, the research instrumentation to be used is a researchers-made questionnaire
which is answerable by Very Satisfied, Satisfied, Slightly Satisfied and Not Satisfied ways to
gather and collect the data from respondents.
Data Gathering Method
Data gathering is the core of all research. Without factual material there is no basis upon
which to draw reasonable conclusion. Although this statement may be obvious, it should be
acknowledged that methods of gathering data have many different characteristics and therefore a
variety of appropriate uses. Prior to collecting data, the researchers will acquire permission from
the principal. Next, the researcher constructed a letter to all the participants to inform them about
the administration of the study. On the day of administration 30 customers who had experienced
through buying milk tea will be given a research questionnaire. The questionnaires will be
prepared and the survey will be ended after these questionnaires are filled up by the respondents.
To select the respondents of the study, availability sampling will be utilized.
Data Analysis
Data analysis is the process of evaluating data using analytical and logical reasoning to
examine each component of the data provided. In descriptive analysis, the arithmetic mean is use
13
Pototan, Iloilo
to show the satisfaction level of the customers on the marketing mix such as price, product, place
and promotion of each milk tea shop.In the inferential analysis, the researchers utilized Paired
Sample T-test. The study has four independent variables which are the price, product, place and
promotion of the milk tea shop and one dependent variable which is the customers’ level of
satisfaction.
The paired sample t-test sometimes called the dependent sample t-test, is a statistical
procedure used to determine whether the mean difference between the two sets of observation is
zero.
For the satisfaction level, the following self-administered table was used.
Table 3.1
1.00-1.80 = Very Not Satisfied
1.81-2.60 = Not Satisfied
2.61-3.40 =Often Satisfied
3.41-4.20 =Satisfied
4.21-5.00 =Very Satisfied
CHAPTER IV
Results and Discussion
This chapter presents the results and corresponding analysis of this research study.It is divided
14
Pototan, Iloilo
into two parts: (1)Discussion and (2)Results (Summarize and Table).
Descriptive Data Analysis
Table 4.1.Mean of customers’ satisfaction level on Yow Yan Milk tea Shop in terms of price,
product, place and promotion.
Interpretation
Mean
Price 3.10 Satisfied
Product 3.39 Satisfied
Place 2.74 Undecided
Promotion 2.96 Satisfied
The table shows that the customers are satisfied on the price, product and promotion of
the Yow Yan Milk tea shop. On the other hand, the place receive the less satisfied analysis. The
data was analyze through the self-administered scale: 1.00-1.60 not satisfied, 1.61-2.20 slightly
satisfied, 2.21-2.80 undecided, 2.81-3.40 satisfied and 3.41-4.00 very satisfied. With this,
price, product, and promotion has an average mean of 3.10, 3.39 and 2.96 which means that
customers are satisfied. On the other hand, the place has an average mean of 2.74 which means
that customers are undecided.
Table 4.2.Mean of customers’ satisfaction level on Hunters Milk tea shop in terms of price,
15
Pototan, Iloilo
Mean Interpretation
The table shows that the customers are satisfied on the price, product and promotion of the
Hunters Milk tea shop. On the other hand, the place received the less satisfied analysis. The data
was analyze through the self-administered scale: 1.00-1.60 not satisfied, 1.61-2.20 slightly
satisfied, 2.21-2.80 undecided, 2.81-3.40 satisfied and 3.41-4.00 very satisfied. With this,
price, product, and promotion has an average mean of 3.18, 3.16 and 2.95 which means that
customers are satisfied. On the other hand, the place has an average mean of 2.58 which means
that customers are undecided.
Inferential Data Analysis
Table 4.3. This table shows the difference between Hunters and Yow Yan’s Milk tea shop in
terms their price, product, place and promotion.
16
Pototan, Iloilo
Paired Sample t- test
Mean P- value Interpretation
Pair 1 Hunters’ Price .08333 .544 Accepted

Yow Yan’s Price
Pair 2 Hunters’ Product -.23333 .081 Accepted

Yow Yan’s Product
Pair 3 Hunters’ Place -.15833 .239 Accepted

Yow Yan’s Place
Pair 4 Hunters’ Promotion -.01667 .917 Accepted

Yow Yan’s Promotion
Table 4.3. shows the difference in the price, product, place and promotion between the
two milk tea shops (Hunters and Yow Yan’s Milk tea Shop) using Paired Sample t-test. The test
result of both milk tea shops in terms of price .544, product .081, place .239 and promotion .917,
which is higher than the 0.05 alpha level of significance. Therefore, the null hypothesis which
states that there is no significant difference in the price, product, place and promotion of Hunters
and Yow Yan’s Milk tea Shop was accepted.
17
Pototan, Iloilo
CHAPTER V
Summary, Conclusions and Recommendations
This chapter presents the summary, conclusions and recommendations of the study on the
customers’ satisfaction level on the price, product, place and promotion between the Hunters and
Yow Yan’s Milk tea Shop in Pototan, Iloilo.
Conclusion
Based on the resultsof the study, the researchers concluded the following conclusion:
1. Customers are satisfied with the price, product and promotion of both milktea shops.
(YowYan and Hunters)
2. Customers are undecided at the place of the milktea shops.
3. There is no significant difference on the level of customers' satisfaction in terms of price,
Recommendations
The following recommendations are hereby presented:
For the Customers- the result of this study will imply to them that offers satisfactory in terms of
price,product and promotions.
For the Milktea Owner-the result of this study will give them perception on what are the
18
Pototan, Iloilo
customers desire in making their contentment, also it help them to improve their strategy in
running a business and to establish a business in the safety place where in the customers are not
at risk in buying product
Future entrepreneurs- the result of this study will help them into putting up in thier business
and will give them insights in like with this type of business.
For the future researches- the result of this study will serve as thier basis or guide for their
future study, and also will help their to enhance the study with the data and ideas provided.
Summary
This study aims to determine the customers’ satisfaction level on the price, product, place
and promotion of the two milk tea shops in the Municipality of Pototan.
In this case, customers were taken as samples to determine their level of satisfaction in
terms of price, product, place and promotion of two milk tea shops.This study used descriptive-
comparative research design to determine the customers’ satisfaction level between Hunters and
Yow Yan’s milk tea shops in terms of price, product, place and promotion, the researcher ised
these terms to achieve the objective of the study.
The result of this study showed that the customers’ satisfaction level are satisfied in terms
of price, product and promotion of the two milk tea shops while in terms of place the customers
are undecided on both milk tea shops.
19
Pototan, Iloilo
The result further revealed that there is no significant difference on the customers’
satisfaction level in terms of price, product, place and promotion of the two milk tea shops.
20
Pototan, Iloilo
APPENDICES
21
Pototan, Iloilo
APPENDIX A
BIBLIOGRAPHY
Yang Han (2010) Taking “A Little Tea” in Shenzhen as an example
Raymundo,Weiner (2012) Factors Affecting Consumers’ Buying Behavior on
22
Pototan, Iloilo
Selected Milk Tea Stores towards Obtaining Sustainability
Jacobson, M.G. (2009) Milk Tea in Philippines
Christian,Wander (2017) Concept of Marketing Mix 4Ps
Khan,Wayer (2015) Consumption Behavior of Milk Tea based on Customer Value

Theory
23
Pototan, Iloilo
APPENDIX B
COMMUNICATION
February 04, 2020
DR. GEMMA B. PEÑARANDA, Ed.D.

Principal III
Pototan National Comprehensive High School
Pototan,Iloilo
24
Pototan, Iloilo
Dear Madam:
Greetings!
We the Grade 12 Accountancy, Business and Management students are presently conducting a
quantitative research entitled “Satisfaction Level of Customers on the Marketing Mix used by
Milk Tea Shops in Pototan, Iloilo” as a requirement in our subject Inquiries, Investigations,
and Immersions.
In line with this, we are humbly asking permission from your good office to allow us to conduct
our research study inside the school campus.
Your approval regarding this matter is highly appreciated.
Thank you very much and God Bless!
Respectfully yours,
DHIVINNE DANIELLE PEREZ

Research Team Leader
Noted:
JENNA LYN B. ABANCO
Subject Teacher, Inquiries, Investigations, and Immersions
Recommending Approval:
RESTY T. MARGARSE
Asst. Secondary Principal III, SHS
Approved:
DR. GEMMA B.PEÑARANDA, Ed.D.

Principal III
January 09, 2020
Mr. Rollete A. Cordero

Teacher I, SHS Department
25
Pototan, Iloilo
Dear Mr. Cordero,

We, the Group 1 of Grade 12 Accountancy, Business and Management (ABM) students are
presently working on a Quantitative Research Study as a requirement in our subject
Inquiries,Investigations,and Immersions (III)., SY. 2018-2019.
In relation to this, we would like to ask you to be our Validator in our Quantitative Research
Study entitled, “Satisfaction Level of Customers on the Marketing Mix used by Milk Tea
Shops in Pototan, Iloilo”.
Your expertise will surely contribute to the success of this study.
Thank you very much.
Respectfully,

Group 1
Noted:
JENNA LYN B. ABANCO

Research Adviser
January 09, 2020
Mrs. Renelyn Alcantara
26
Pototan, Iloilo
Teacher II, SHS Department

Dear Mrs. Alcantara,

In relation to this, we would like to ask you to be our Validator in our qualitative research
study entitled, “Satisfaction Level of Customers on the Marketing Mix used by Milk Tea
Respectfully,

Group 1
Noted:
JENNA LYN B. ABANCO

Research Adviser
January 09, 2020
Mrs. Chona Cepe
27
Pototan, Iloilo
Master Teacher I, SHS Department

Dear Mrs. Cepe,

In relation to this, we would like to ask you to be our Validator in our Quantitative Research
Study entitled, “Satisfaction Level of Customers on the Marketing Mix used by Milk Tea
Respectfully,

Group 1
Noted:
JENNA LYN B. ABANCO

Research Adviser
28
Pototan, Iloilo
APPENDIX C
RESEARCH INSTRUMENT
YOW YAN’S MILK TEA SHOP
Name (optional):_________________________________ Date: _______________
29
Pototan, Iloilo
Age: __________________ Sex: ________________
Direction: Kindly check (√) whether you are Very Satisfied, Satisfied, Slightly Satisfied or Not
Satisfied. Each number corresponds to one answer.
Slightly Not
Very Satisfied Satisfied Satisfied Satisfied
(4) (3)
(2) (1)
PLACE
1. organized and accessible to

the customers
2. clean and well-ventilated
3. has comfortable seats and
relaxing ambiance
4. located in safe area
PRICE
1. product is affordable
2. equates on the flavor of

every milk tea offered
3. fits on the taste and size of
the milk tea
4. suits on the quality and
design of the packaging
PRODUCT
30
Pototan, Iloilo
1. well-blended milk teas
2. quality packaging label.

3. clean and safe to consume
milk teas
4. varied flavors and perfectly
cooked sinkers
PROMOTION
1. updates new products,

promos and advertisements
in social media sites
2. attach poster of in every
promos
3. offers loyalty card/s to
costumers
4. offer rewards and promos

to loyal costumers
HUNTERS’ MILK TEA SHOP
Name (optional):__________________________________ Date: _______________
Age: __________________ Sex: ________________
31
Pototan, Iloilo
Direction: Kindly check (√) whether you are Very Satisfied, Satisfied, Slightly Satisfied or Not
Satisfied. Each number corresponds to one answer.
32
Slightly Not
Very Satisfied Satisfied Satisfied Satisfied
(4) (3)
(2) (1)
Pototan, Iloilo
PLACE
1. organized and accessible to
the customers
2. clean and well-ventilated
3. has comfortable seats and
relaxing ambiance
4. located in safe area
PRICE
1. product is affordable
2. equates on the flavor of

every milk tea offered
3. fits on the taste and size of
the milk tea
4. suits on the quality and
design of the packaging
PRODUCT
1. well-blended milk teas
2. quality packaging label.

3. clean and safe to consume
milk teas
4. varied flavors and perfectly
cooked sinkers
PROMOTION
1. updates new products,

promos and advertisements in
social media sites
2. attach poster of in every
promos
3. offers loyalty card/s to
33
costumers
4. offer rewards and promos to

Pototan, Iloilo
APPENDIX D
STATISTICAL COMPUTATION
34
Pototan, Iloilo
Table 4.1.Mean of customers’ satisfaction level on Yow Yan Milk tea Shop in terms of price,
Mean Interpretation
Table 4.2.Mean of customers’ satisfaction level on Hunters Milk tea shop in terms of price,
Mean Interpretation
35
Pototan, Iloilo
Table 4.3. This table shows the difference between Hunters and Yow Yan’s Milk tea shop in
terms their price, product, place and promotion.
Paired Sample t- test
Mean Q- value Interpretation
Pair 1 Hunters’ Price .08333 .544 Accepted

Yow Yan’s Price
Pair 2 Hunters’ Product -.23333 .081 Accepted

Yow Yan’s Product
Pair 3 Hunters’ Place -.15833 .239 Accepted

Yow Yan’s Place
Pair 4 Hunters’ Promotion -.01667 .917 Accepted

Yow Yan’s Promotion
36
Pototan, Iloilo
APPENDIX E
STRUCTURED OVERVIEW
STATEMENT OF THE PROBLEM
The study entitled “Satisfaction Level of

HYPOTHESES:
Customers on the Marketing Mix used by Milk Tea
Shops in Pototan, Iloilo”, aimed to determine and In view of preceding
evaluates customers’ satisfaction towards the two problems the following
different Milk Tea Shops namely Hunters and Yow
37 hypotheses were drawn. Precisely
Yan’s Milk Tea Shop.
the satisfaction level of customers
on the marketing mix used by

Pototan, Iloilo
STATISTICAL TOOL
Paired Sample t-test
38
Pototan, Iloilo
FINDINGS
The result of this study showed
that the customers’ satisfaction level

CONCLUSION
are satisfied in terms of price, product
Based on the result of the
and promotion of the two milk tea study,customers are satisfied with
the price, product and promotion
shops while in terms of place the
of both milk tea
customers are undecided on both milk shops.Furthermore, they are
undecidied at the place of the milk
tea shops. tea shops.
There is no significant
The result further revealed that difference on the level of
customers’ satisfaction in terms of
there is no significant difference on
price product, place and
the customers’ satisfaction level in promotion.
terms of price, product, place and
promotion of the two milk tea shops.
39
Pototan, Iloilo
APPENDIX F
RESEARCH LOCALE MAP
40
Pototan, Iloilo
41
Pototan, Iloilo
APPENDIX G
PICTORIALS
42
Pototan, Iloilo
43
Pototan, Iloilo
APPENDIX H
CURRICULUM VITAE
44
Pototan, Iloilo
1. Personal Information
1.1 Name: Lander M. Bolivar
1.2 Birthdate: December 10,2001
1.3 Birthplace: Iloilo Provincial Hospital
1.4 Address: Brgy. Danao, Pototan, Iloilo
1.5 Parents
Name of Father: Nestor P. Bolivar
Occupation: Farmer/ Tricycle Driver
Name of Mother: Loraine M. Bolivar
Occupation: Housewife
1.6 Siblings:
Ivy Bolivar Irene Joy Bolivar Irish Bolivar
Erica Bolivar Angela Bolivar Francis Bolivar
2. Educational Background
School Graduated
Danao Elementary School 2006-2014
Palanguia National High School 2014-2017
Juan R. Liwag Memorial High School 2017-2018
Pototan National Comprehensive High School 2018- Present
45
Pototan, Iloilo
1.1 Name: Lyra Cuarte
1.2 Birth Date: March 20, 2002
1.3 Birth Place: Roxas City
1.4 Parents:
Name of Father: Jolly Delavega
Occupation: Driver
Name of Mother: Ma. Luisa Matias
1.5 Sibling:
Alysa Cuarte
2. School Attended
Pototan National Comprehensive High School 2014-Present
46
Pototan, Iloilo
1.1 Name: Jenica Mae P. Orbita
1.2 Birth Date: January 25, 2002
1.3 Birth Place: Iloilo Provincial Hospital
1.4 Parents:
Name of Father: Alfredo Orbita
Occupation:
Name of Mother: Medeline Orbita
1.4 Siblings:
Catherine Orbita Grazel Orbita April Rose Orbita
Aiko Orbita Edhu Orbita
2. School Attended
Jamabalud Elementary School 2007-2014
Pototan Naytional Comprehensive High School 2014-Present
47
Pototan, Iloilo
1.1 Name: Dhivinne Danielle Perez
1.2 Birth Date: September 15, 2001
1.3 Birth Place: Zamboanga City
1.4 Parents:
Name of Mother: Dianna Rose P. Badlis
Occupation: Physical Therapist
1.5 Sibling:
N/A
2. School Attended
Pototan Pilot Elementary School 2004-2010
Colegio de la Inmaculada Concepcion 2010-2014
48
Pototan, Iloilo
1.1 Name: Cientlyn P. Porras
1.2 Birth Date: December 20, 2001
1.3 Birth Place: iloilo Prvincial Hospital
1.4 Parents:
Name of Father: Vincient Porras
Occupation: Architect
Name of Mother: Cherrelyn Porras
Occupation: Midwifery
1.5 Siblings:
Chervin Porras
Alyssa Porras
2. School Attended
Tina National High School 2014-2018
Pototan National Comprehensive High School 2018- Present
49
Pototan, Iloilo
1.1 Name: Rosario P. Rizalute
1.2 Birth Date: August 8, 2001
1.3 Birth Place: Iloilo Provincial Hospital
1.4 Parents:
Name of Father: Arthur Rizalute
Occupation: Laborer
Name of Mother: Rhodora Rizalute
Occupation: Housekeeping
1.5 Siblings:
Resolyn Rizalute
4. School Attended
Naslo Elementary School 2013-2014
50

Milk Tea Final Paper

Uploaded by

Copyright:

Available Formats

Milk Tea Final Paper

Uploaded by

Document Information

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Milk Tea Final Paper

Uploaded by

Copyright:

Available Formats

POTOTAN NATIONAL COMPREHENSIVE HIGH SCHOOL

The research paper attached here to, entitled “SATISFACTION LEVEL OF

CUSTOMERS ON THE MARKETING MIX USED BY MILK TEA SHOPS IN

POTOTAN, ILOILO” prepared and submitted by LANDER BOLIVAR, LYRA CUARTE,

JENICA MAE ORBITA, DHIVINNE DANIELLE PEREZ, CIENTLYN PORRAS and

and Immersions (Quantitative Research), is hereby approved.

Date MRS. DORENDA T. MONTALBAN

Date GEMMA B. PEÑARANDA, Ed. D.

Comprehensive High School, Pototan, Iloilo. March 2020.

conduct the study;

suggestions, patience and encouragement throughout this research;

time in checking and validating the questions for the interview;

I. INTRODUCTION OF THE STUDY 1

Background of the Study 1

Statement of the Problem 4

Significance of the Study 5

Delimitation of the Study 7

II. REVIEW OF RELATED LITERATURE 8

Data Gathering Method 13

IV. RESULTS AND DISCUSSIONS 15

Descriptive Data Analysis 15

Inferential Data Analysis 17

V. SUMMARY, CONSLUSIONS AND RECOMMENDATIONS 18

SATISFACTION LEVEL OF CUSTOMERS ON THE MARKETING MIX USED BY

A research proposal presented to

the faculty of the Senior High School Department

of Pototan National Comprehensive High School

In partial fulfillment of the requirements for

Applied Subject Inquiries,Investigations,and Immersions

ORBITA, JENICA MAE P.

PEREZ, DHIVINNE DANIELLE

Background of the study

milk tea successfully captured t h e a t t e n t i o n o f t h e y o u n g g e n e r a t i o n s . Compared to

Customer Service Theory

profitability (Dorling, 2018).

Promotion and Place for its new product (Wander, 2017).

each milk tea shop.

Independent Variables Dependent Variable

Statement of the Problem

tea shop in terms of:

Milk tea shops does not have a significant differences.

SIGNIFICANCE OF THE STUDY

The results of this study will be beneficial to the following:

enable them to evaluate or assess their satisfaction in buying milk tea

overview on the customer’s satisfaction in buying milk tea.

terms of price, product, place and promotion.

Business News, 2013).

situation, body and mind (Merriam Webster Dictionary, 2019).

customer expectation in terms of price, product, place and promotion.

DELIMITATION OF THE STUDY

while price, product, place and promotion as independent variable.

experienced in buying milk tea.

Review of Related Literature and Related Studies

of taste and characteristics, at present, with the development of economy, consumers

consumers, which occupy a place in people's daily life (Khan, 2015).

marketing plan (Wayer, 2016).

include: advertising, direct selling, point of sale and incentives(Dickson, 2019).

Customer satisfaction is a measure of how an organisation’s total product performs in

relation to set of customer’s expectations. Customer satisfaction depends on the product’s