University of Cebu

Senior High School Research Department

J. Alcantara St., Cebu City

Title Approval Form

Proposed Title:
The Impact of Frequency of Complaints on Customer's Value among Students who engage
in Online Marketing
Partial Literature Reviews Read:
1. Title of Study: The Impact of Complaints' Handling on Customers' Satisfaction: Empirical Study
on Commercial Banks' Clients in Jordan
Author: Mohammad Z. Shammout and Shafig I. Haddad
Year: 2014
URL: https://www.researchgate.net/publication/267574570_The_Impact_of_Complaints
'_Handling_on_Customers'_Satisfaction_Empirical_Study_on_Commercial_
Banks'_Clients_in_Jordan

2. Title of Study: Antecedents and consequences of online customer satisfaction: A holistic

process perspective
Author: Hanh T.S. Pham and Mohammad Faisal Ahammad
Year: 2017
URL: https://www.researchgate.net/publication/316245592_Antecedents_and_
consequences_of_online_customer_satisfaction_A_holistic_process_perspective

3. Title of Study: Customer e-complaining behaviours using social media

Author: M S Balaji, Marla B. Royne, and Subhash Jha
Year: 2015
URL: https://www.researchgate.net/publication/279914989_Customer
_e-complaining_behaviours_using_social_media

Major Variables:
1. Frequency of Complaints
2. Customer Value
Instrument Used for Variable 1: Frequency of Complaints Questionnaire
Instrument Used for Variable 2: Customer Value Questionnaire

Proposed by: Recommended by:

Leslie Navaja Cabajar MR. ALVIN G. CUÑADO, M.A.Ed.

Name of Representative/Grade/Strand/Section Research Adviser

_____________________________________________________________________________________

RESEARCH COMMITTEE
Approved by:

___________________________________ ___________________________________
Member Member

______________________________________
Chairman