SMN Digest December 2023

1. Digital Wallet Customer Loyalty of Public School Teachers in Pasig City

Patrick S. Zeta

The COVID-19 pandemic has modified the course of digital wallet adoption in the Philippines and has led to changes in consumer behaviors. With this shift, studies about adopting mobile wallets by different populations have emerged due to their importance for companies’ strategies. This study has adopted the model proposed by Elok and Hidayati (2021), which focused on the different factors affecting the customer loyalty of mobile wallet users. In this study, the researcher aims to determine the respondents’ perception on mobile wallets’ performance expectancy, effort expectancy, facilitating conditions, and switching barriers. This study also aims to measure the respondents’ level of habit, trust, customer satisfaction, and customer loyalty on mobile wallets and determine if these constructs have a significant positive effect on customer loyalty. Lastly, as suggested by Elok and Hidayati (2021), this research considered habit, trust, and customer satisfaction as mediating variables among performance expectancy, effort expectancy, and customer loyalty. By distributing physical copies of the survey questionnaire, the researcher was able to gather a total of 110 valid respondents to represent the chosen population of public-school teachers in Pasig City. The results show that the respondents have a very high level of performance expectancy, effort expectancy, facilitating conditions, and customer loyalty. On the other hand, the respondents have a high level of switching barriers, customer satisfaction, trust, and habit. Furthermore, the results also show that the different constructs all significantly affect customer loyalty. This study also identifies that habit, trust, and customer satisfaction have partial mediating effects on performance expectancy, effort expectancy, and customer loyalty.

2. The Effects of Job Demands, Job Resources, and Self-Efficacy on the Telecommuting Job Satisfaction of Public School Teachers

Dana Marie Ashley A. Castillo

The COVID-19 pandemic has brought unprecedented changes to work practices, particularly the mandatory work-from-home (WFH) arrangement, whose implications on working conditions, worker well-being, work attitudes, and their relationships need investigation. Thus, drawing from the Job Demands-Resources Model, this study determined the effects of job demands, job resources, and self-efficacy on the telecommuting job satisfaction of public-school teachers in Metro Manila, as mediated by emotional exhaustion and work engagement. The samples (n = 315) were gathered through non-probability sampling methods. Descriptive statistics and partial least squares structural equation modeling were used to analyze the quantitative data from a survey questionnaire. Focus group discussions/interviews were also conducted to substantiate this analysis further. Results showed that job resources and self-efficacy both had positive direct effects on telecommuting job satisfaction as well as indirect effects through work engagement. Interestingly, the findings showed that job demands had no direct effect on telecommuting job satisfaction, nor an indirect effect through emotional exhaustion, which was likewise found not to affect job satisfaction. Furthermore, job resources and self-efficacy failed to moderate the adverse effect of job demands on emotional exhaustion. Overall, it can be seen that in the context of the WFH setting during the COVID-19 pandemic, the job satisfaction of public-school teachers can be improved directly by increasing job resources like social support and personnel resources, and more importantly, self-efficacy or, indirectly through heightened work engagement. Thus, recommendations to public school management, the Department of Education, and future researchers were provided. 

3. The Impact of Sales Promotion, Convenience, Service Quality, and Price on Consumers’ Online Purchase Intention

Jerold Angelo B. Vizconde and Dr. Anna Maria E. Mendoza

This research sought to determine the impact of sales promotion, convenience, service quality, and price on consumers’ online purchase intention as moderated by demographic profile. The researchers gathered 400 respondents who have at least one account with the e-commerce platforms – Shopee, Lazada or Zalora and have made at least one purchase via these e-commerce platforms. A questionnaire with a 5-point Likert scale was used to gather information using an online Google form. Descriptive statistics and multiple regression analysis were used to analyze the data. Focus group discussions were conducted to go deeper into the results. The findings of the study showed that sales promotion, convenience, service quality, and price significantly and positively affect consumers’ online purchase intention. The findings were used as a basis to provide recommendations.

All articles published in SMN Digest are indexed in EBSCO Information Services and may be accessed in full text through Philippine E-Journals.