POLYTECHNIC UNIVERSITY OF THE PHILIPPINES

OSOAR: E-COLLABORATIVE PORTAL WITH DECISION

SUPPORT SYSTEM FOR OUTLET STORE OWNERS
AND RETAILERS

A Title Proposal
Presented to the Faculty of Graduate School
Polytechnic University of the Philippines
Sta. Mesa, Manila

In Partial Fulfillment of the Requirements for the Degree

Master of Science in Information Technology

By:

CARMELA INGRID B. AGCAOILI

December, 2017
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Chapter 1

THE PROBLEM AND ITS SETTING

Introduction

Internet is a giant pool of shared contents that can be accessed by anyone. It can be

used to have a far distance contact, which is very helpful in social life as well as in business.

Nowadays, there are so many people who use web connection to keep in touch with others.

This causes people depend on it to get through somebody else. As a result toward this,

majority of public, state it as the best alternative way to communicate instead of mailing or

texting. On the other hand, internet does not only support the communication development,

but also provide the discovering of information. As technology arises as well as the number

of internet savvy, social media tools also emerge. Through these social media tools,

business opportunities arise, online businesses emerged rapidly as the entrepreneurs find it

easy to use to advertise their business. Also, it has led to widespread the use of

collaboration tool, portals and computerized support systems in various activities.

The recent development of the Web generates further momentum to the design and

implementation of these technologies. Clearly enough there is a strong trend for studying

these kinds of communication tools and support system. The combination of the correct

technology and the communication channel brings about very high degrees of improvement

in the service quality of business companies and entrepreneurs. When starting a new

business, it can be both exciting and startling. There are many practical things to consider,

the location, size, employees, how to market your products etc. To help ensure your

business’ success, it is of the utmost importance that you are aware of all the regulations,

requirements and aspects of operating a business before beginning your enterprise.

Whatever the reason that let you push through your business is a series of web-like-answer
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that only make us plan for more and because information dissemination is now synonymous

to the speed of light, it is indeed that we are allowing ourselves to submerge into a vast

technological spiral. One of these technologies is the trend of online business.

Establishing a store on the Internet, allows business owners and retailers to expand

their business. Many physical retail stores have expanded their market by using the Internet.

By having both a virtual store and a physical store, entrepreneurs get the best of both

worlds. The ability to shop for products online gives consumers the option to purchase

goods off of the Internet with the convenience of not even leaving his or her home. Others;

however, still enjoy and prefer to go into a physical store to make purchases.

But not all online entrepreneurs are having their own physical store. Also not all the

outlet store owners can easily find suitable retailers who will provide merchandise for their

store. Both parties are not aware on how to easily communicate to find out about the

products and services they can offer and lay the groundwork for future business to business

transactions. A lack of an easy way to stay up to date with company announcement and

news. Communication break down between retailers and outlet store owners. The common

saying is “people eat with their eyes.” When your content looks good, people will want to

read it. Great content will be the defining factor as to whether your business will be engaged

or not. If you have low engagement from other entrepreneurs, little or no feedback, the type

of content you post is likely the problem. To fill this gap this paper addresses the issue

allowing the retailers and outlet store owners to have a collaborative portal wherein they can

provide information’s about their companies, products and services offered so that they can

collaborate to facilitate business to business transactions. Gregory (2016) notes that the

internet provides a vast amount of information. If you can quickly and efficiently navigate

through that wealth of information and essentially find a needle in a haystack, you can

create a very successful business.

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Theoretical Framework

The evolution of modern communication methods, especially the transfer of data and

information via the internet, allowing companies to relocate relationships with business

partners worldwide. By exchange of information they can streamline business processes

more effectively and may have better access to resources boom. In this context, the success

of an organization is due not only to their own efforts but undoubtedly the result of

collaboration with partners. The deepening global economic disparities at regional or country

level produces dramatic effects in the approach of business relationships. Constant changes

in the market involve companies in a global competition. Thus, in response to the upheavals

of the new economic environment, companies can use competitive behavior and

readjustment strategies to widening communications with business partners. These

challenges are forcing economic operators to accept and implement new technologies, to

adopt modified forms of organization and management, to connect and to join electronic

networks for transferring information for not coming in isolation, and, last but not least, to

look in a different way the contribution of individual to the development of the company and

its corporate strategies. Therefore, in terms of access to increasingly limited resources the

option for integration and strengthening relations in the supply chain enables a better

understanding of the needs and desires of partners. Moreover, creating and maintaining a

good supplier relationships emerges as a breath of new managerial philosophy based on

several key features: growth and development, respect, partnership, proper risk

management, developing new capabilities. But all this requires costs. Which weigh in

company option to choose and maintain certain providers is undoubtedly the benefit

consistency made on short or long term. Thus, by permanent concern they have, respective

coordinate activities in order to obtain a benefit, companies focus more on suppliers than

customers. Close collaboration with a valuable set of suppliers is always more productive

than termination with them. With such perspective customers and suppliers are not intended
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primarily to maximize short-term trading results, but looking for an advantage generated by

long-term ties. Thus, through the relationship with suppliers, business management is put

into a new light, and companies that are willing to embrace this philosophy will acquire in

time adequate results. It is necessary to seek along with the partners the most effective

ways of maintaining risk management business credibility and commitment initiated

(Donoghue Joseph, 2012).

Conceptual Framework

INPUT PROCESS OUTPUT

1. Hoes does the existing tools being

utilized by the merchant in collaborating
with their clients?
2. What are the decisive factors criterion
to consider in selecting brand partners?
3. What is the level of acceptance of the Tabulate and Analyzed responses
respondents with the developed e- from Survey Questions
collaborative portal in pursuit of Developed OSOaR: E-Collaborative
business/outlet store owner and retailers Develop e-Collaborative Portal with Portal with Decision Support System
communication in terms of: Decision Support System for Outlet for Outlet Store Owners and Retailers
2.1 Functionality; Store Owners and Retailers
2.2 Usability;
2.3 Maintainability;
2.4 Portability;
4. What are the suggested
recommendation for improvement of the
developed system by the respondents.

Figure 1: OSOaR: E-Collaborative Portal with Decision Support System

for Outlet Store Owners and Retailers

The paradigm of the study is shown in Figure 1. The first box of the figure represents

the INPUT used in the study. It primarily covers the gathering of information through

interview about the existing tools being utilized by the merchant in collaborating with their

clients. The researcher also gathered data specifically business information from both the
 POLYTECHNIC UNIVERSITY OF THE PHILIPPINES
store owner and the retailers. The second box in the figure is the PROCESS which contains

the procedures made in the study. An interview and survey was conducted to determine the

resource being utilized by the merchant to collaborate. Figure 2 shows how the e-

collaborative portal gathers the data from the merchant. The merchants will ask to log-in and

input all their business information including the name of the business, location, contact

details and other important information. The merchant will decide which information will be

publicly posted to the portal. Through the use of decision support system among all these

data sets, the system will analyze and filter the information that best suits for the store owner

and retailers partnership. Lastly, the OUTPUT which indicated in the third box of Figure1 is

the proposed Outlet Store Owners and Retailers e-Collaborative Portal that serves as

medium for managing and sharing of information resource. Integrating it with Decision

Support System to analyze, filter and recommend the suitable business to business

partnership among merchants.

Figure 2 Merchant accessing the e-Collaborative Portal

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Statement of the Problem

The primary goal of this study is to develop an e-collaborative portal for outlet store

owner and retailers.

Specifically, the study will seek to answer the following questions:

1. How is social media tools being utilized by the merchant, in collaborating with their

clients?

2. What are the decisive factors to consider in selecting brand partners?

3. What is the level of acceptance of the respondents with the developed e-

collaborative portal in pursuit of business/outlet store owner and retailers

communication in terms of:

3.1 Functionality;

3.2 Usability;

3.3 Maintainability;

3.4 Portability;

4. What are the suggested recommendation for improvement of the developed system

by the respondents:
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Scope and Limitation of the Study

The coverage of this study focused on the Outlet Store Owners and Retailers e-

Collaborative Portal in providing user-friendly, efficient, secure and adaptable information

and resource facility, wherein it aims to guide the outlet store owners and retailers in their

deciding who will be their future business partners. The study is intended for Outlet Store

Owner and Retailers. It helps the retailers, suppliers, online seller, SME’s and a starting

business entrepreneur to grow their business and to choose and to have a physical store.

Likewise it also helps the Outlet Store Owner to find suitable suppliers or retailers that will

provide products for their shops/stores. It allows the entrepreneurs, input their business

information, wherein they can advertise their stores, products, services offered to grow their

network and have more engagements. Moreover, this study let the respondents to view and

contact their preferred merchants to be partner with. In addition, the researcher will apply

Collaborative filtering in recommending the suitable merchant partner for the outlet store

owner and/or retailers.

Significance of the Study

The fundamental nature of the study is to develop a web-based that connects the

Outlet Store Owner and Retailers and it performs data collection, analysis and estimation to

determine the recommended merchant. This study provides benefit for the following:

Outlet Store Owner. The business owner who owns a physical store wherein they

can expand their outlet store and find a new business partners for their future shop.

Retailers. Being partnered with Outlet Store Owner, retailers are those who are

selling online, vendors, or an entrepreneur without having their own physical store.

Online Entrepreneurs. They can also expand and easily advertise their products

not just over the internet but as well as through their physical store.
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SMEs. Small and Medium Enterprises we’re given a chance to grow their network

and increase their sales income.

Future Developer and Researcher. This can be used as a reference to develop an

e-Collaborative Portal applicable for a specific respondent. This can also be a basis for

further innovation of the related study.

Definition of Terms

The following terms are defined to help the readers understand the concept of the

study:

e-Collaboration. A tool used, wherein the outlet store owner and retailers

communicate.

Portal. A gateway for outlet store owners and retailers to communicate.

DSS. A system intended to help the respondents in decision making. It stands for

Decision Support System.

Social Media. Current technology being used by the respondents by means of

communication

Online Shopping. A trendy way to sell products and services online over the

Internet.

B2B Partnership. A partnership for both merchants who are both having a business.

B2B stands for Business to Business.

Merchant. They are either the outlet store owners or retailers.

SME. It stands for Small and Medium Enterprises. They are the one who are having

or starting a business.

Physical Store. A place where to sell the products and services, otherwise known

as outlet store, boutique, malls, shops and the like.

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Chapter 2

REVIEW OF RELATED LITERATURE AND STUDIES

The effects of Social Media in Commerce

In the last decades the manufacturing industry has shifted from largely single

location centralized manufacturing towards networked manufacturing spread over multiple

sites. Companies have either established new production sites in multiple locations or

established strategic partnerships to respond to market changes more rapidly as well as for

more efficient and effective sharing of resources (Shah et. al., 2016). The Web and Internet

technology allow far-flung people to be linked and share information as never before,

fostering new alliances and revolutionizing business. However, the tools developed so far

are primarily intended to enable people to communicate at the individual and team level

(Douglas Beaven, 2015). The burgeoning growth of Web 2.0 and social media (i.e., social

commerce) has changed the purchase behavior of consumers and businesses’ marketing

strategies. (Wu et. al.,2015) Social media have changed how buyers and sellers interact,

and increased involvement through social media may yield positive results for sales

organizations if salespeople utilize it in facilitating their behaviors.(Agnihotri et.al., 2016).

Social Media Networks (SMNs) are collaborative tools used in an increasing rate in many

business and industrial environments. These are often used in parallel with dedicated

Collaborative Technologies (CTs) which are specifically designed to handle dedicated tasks.

The Importance of Collaboration in Business

As data has been increasing explosively due to development of social networks and

cloud computing, there has been a new challenge for storing, processing, and analyzing a

large volume of data. The traditional technologies do not become a proper solution to
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process big data so that a big data platform has begun to emerge. It is certain that big data

platform helps users develop analysis service effectively. However, it still takes a long time

to collect data, develop algorithms and analytics services (Park et.al.,2015).

According to Westaway, Boyle and Davies (2015), collaboration is an essential part

of any organization. Working in a team increases productivity, shares knowledge and

stimulates creativity. It also provides a critical environment for the development of ideas and

services. With the growth of cheap international communication systems, such as the

network of computers and fibre-optic cabling that comprises the Internet, organizations can

collaborate on a global scale across different continents and time-zones. Even at a local

level, flexible working practices and the near ubiquitous availability of wireless

communication systems, mean that team members may collaborate at the same time in

diverse geographical locations or at different times in the same office. Such collaboration

may also involve a number of users operating on a number of different network devices.

Collaboration enabled by information technology (IT) has been identified as an

essential factor for facilitating the flow of information. (Cassivi et al. 2008) indicated that in a

supply chain context, e-collaboration facilitates coordination of various decisions and

activities beyond transactions among supply chain partners, both for suppliers and for

customers, over the Internet and over other inter-organizational information systems. The

transparency provided by information technology (IT) allows companies to reposition

themselves in the production chain and dynamically collaborate with other companies for the

purpose of optimizing their business. (Mattos & laurindo 2015).

As stated by Steers (2013), new research has revealed that today’s omnichannel

shoppers are complementing online and in-store to create the best experience.

BuzzCity surveyed 13,000 consumers across 20 countries on their shopping habits from

online and mobile to in-store, and found that 59% of consumers who shop online also shop

in-store. And, whilst 47% of consumers said that they expect to do their holiday shopping
 POLYTECHNIC UNIVERSITY OF THE PHILIPPINES
online this year, the research showed that this does not adversely affect the number of

people shopping in-store. What drives consumers most is not how a customer can buy a

product – be that online or in-store – but the variety available to them (33%). The second

most important factor in deciding whether to purchase or not is driven by whether products

are well displayed and easy to find (32%); followed by discounts – which come in third place

(24%) when shopping in-store and fifth place (14%) when shopping online. Conversely, the

figures showed that almost a third (32%) of shoppers surveyed have left a store because

what they wanted was not available or discounted. She also stated that survey also found

that information-savvy shoppers demand variety but look for advice in final selections –

while in-store, 29% use their mobile to ask their family and friends’ advice. There also needs

to be more sophistication in the role of the sales assistant. The figures showed that 20%

preferred to use their phone to find information about a product rather than ask a sales

assistant and 16% said that they had a better experience in-store when shop assistants

used the latest technology to service customers.

KF Lai, CEO of BuzzCity, said: “This report is a reflection of how consumers are

increasingly empowered by technology and using every channel available to make more

informed choices at their own convenience. The end sale is no longer either in-store or

online, but a combination of both experiences in the customer buying process. The use of

mobile in shopping complements the in-store channel rather than threatens it, offering

another sales platform to reach the customer both in-store and online.”

With brand owners struggling to compete with new products, physical production

processes and sourcing logistics, innovation taking place in retail networks is often

overlooked. Networks in retailing are comprised by the brand owner, the varieties of single-

and multi-brand stores, chains and departments stores, technology and service providers,

ownership structures and local level supply chain facilities. Using lead actors in the (Danish)
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fashion industry as a case to highlight how this industry maintains branded stores as primary

retail channels better than other industries. In order to approach the retail network as an

important organizational innovation system in relation to brand owners, they characterize

key elements of innovation in retail networks. They approached four qualitative studies of

medium/larger fashion brand owners and their respective retail and service provider

networks. The study shows that innovation in retailing has a continuously emergent

character with open-ended strategic design requirements and strong utilization of relations

in business networks. The network comprises an innovation system that focuses on

organizational learning and iterative development of the intended technologies.

(TorbenTambo, 2014),

According to González-Benito (2016), the role of collaboration in the contribution of

innovation to business performance considers business size as a key control variable to

understand the moderating role of collaboration in innovation success. A survey

administered to Spanish firms from industrial, building, agriculture, and trade-service sectors

measured two levels of innovation, incremental and radical, and two dimensions of

collaboration, channel and consulting advice. The findings show that the probability of

success increases when firms use collaboration to support innovation efforts. In addition,

small businesses take more advantage of channel collaboration, whereas large businesses

rely more on consulting advice-based collaboration. These findings suggest that the

convenience of different collaboration approaches depend on business size. Also small and

large firms differ on the way they might get additional advantages from alternative ways of

collaboration. Therefore, the main contribution is the understanding of how innovation

success depends on the interaction between the collaboration approach and business size.

In Douglas Country, Nebraska (the largest country in Nebraska, with 517,110

residents) (Smith et.al.,2016) conducts a study aimed to increase the availability and

affordability of healthy foods in eight small food stores in high-need areas by providing
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technical assistance and limited financial support. Their public health authorities have

recommended improving the retail food environment to make healthier food more accessible

among undeserved populations. Small food stores can contribute to community efforts can

contribute to community efforts to promote healthy eating behaviors by providing healthy

food options in typically undeserved areas. Their previous findings from small store

interventions have suggested that collaborating with storeowners is important for successful

implementation and sustainability of the intervention and building relationships with

storeowners is a key element in establishing collaboration.

Moreover, collaboration also extends for the the development of the Port Community

System (PCS) concept, as a single access point to a port, offering integrated logistics and

transport services, is a complex and challenging endeavour. Effective value creation in PCS

requires the integration of stakeholder’s internal processes with the collaborative

activities/processes, under an open framework. The establishment of such community thus

requires a well-founded collaborative framework to integrate and coordinate the diverse IT-

systems of the participating stakeholders. These IT-systems, in most of the cases, were not

designed and developed for a cooperation context, leading to a complex overpriced web of

disconnected systems that are difficult to manage, maintain, and adapt to the fast evolution

of technologies and collaboration models. (Osório et. al., 2015)

Portal

Internet has tremendously changed the face of business arena including e-

commerce. Till recent times, ecommerce is confined to only few services like airline tickets,

railway tickets, hotel bookings, online mobile recharge etc. Recently E-commerce is

emerged into retail (Srividya, 2016). Most of the businesses have migrated or are migrating

online. Migration for big commerce company may be difficult but not a problem for small
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company or startup. Most of the resources to conduct e-commerce activities are available

free of cost and easily available online (Khalid, 2017).

According to Beisty et.al.,(2014), a network-based portal is provided that supports

large-scale, e.g., global, needs. The portal preferably provides a community of stakeholders

with a set of core capabilities beneficial to support business objectives. They also define a

business-to-business relationship portal (e.g., a web site or the like interface to a network or

web-based computer system) facilitates the communications and activities of individuals and

entities in collaborative business environments.

Useful Decision Factors to Business

In recent years, the focus of retail operations and supply chain management

literature has also begun to include practices and decision making tools that focus on a key

element of any brick-and-mortar retail store – store associates. Retail store associates are

frontline employees of retail organizations and are responsible for delivering superior in-

store experience to its customers. Store associates provide customer service through direct

interaction with customers as well as through indirect means such as maintaining a clean

store and ensuring that the shelves are fully stocked. While labor is critical to drive store

sales, it needs to be planned for carefully as it is one of the largest expenses for retailers.

Therefore, retailers deploy workforce management solutions to balance their need for labor

to drive sales against their need to control store expenses to improve profitability. While

labor planning is not a new decision for retailers, there continue to be considerable

differences in the way labor planning is performed in the retail industry. These approaches

differ in the level of sophistication used to manage the payroll and the degree to which

different departments within a retail organization are involved in labor planning (Agrawal &

Smith, 2015).
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Integrated supplier selection and order allocation is an important decision for both

designing and operating supply chains. This decision is often influenced by the concerned

stakeholders, suppliers, plant operators and customers in different tiers. As firms continue to

seek competitive advantage through supply chain design and operations they aim to create

optimized supply chains. This calls for on one hand consideration of multiple conflicting

criteria and on the other hand consideration of uncertainties of demand and supply (Scott et.

al., 2015).

According to KumarKar (2015), many studies focus on providing decision support to

the supplier selection problem. However, studies on group decision support are yet to be

explored extensively within supplier selection literature, despite its benefits. His study

presents the application of a hybrid approach for group decision support for the supplier

selection problem. fuzzy set theory, analytic hierarchy process and neural networks have

been integrated to provide group decision support under consensus achievement.

Discriminant analysis has been used for the purpose of supplier base rationalization,

through which suppliers have been mapped to highly suitable and less suitable supplier

classes. The proposed integrated approach has been further studied through two case

studies and the proposed approach has been compared with another approach for group

decision making under consensus and other approaches for prioritization using AHP,

without consensus achievement. A very high accuracy in capturing the collective consensual

preferences of the group was established across eight cross-validation tests from the two

case studies, for the hybrid approach, even with extremely limited count of data sets which

were used for training the hybrid model.

Still, decision making for businesses is a big deal in the industry of research and

technology even on environment. Based on (Govindan et. al., 2015), a large and growing

body of literature to supplier evaluation and selection exists. Literature on green supplier

evaluation that considers environmental factors are relatively limited. Recently, in supply
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chain management decision making, approaches for evaluating green supplier performance

have used both qualitative and quantitative environmental data.

With the technological trends and changes concepts like open data are gaining more

and more public attention. Even governments and organizations recognize their data as a

new raw material for economic value creation. Thus, an increasing number of organizations

recognize the benefits of opening their own data. But opening their data presents the

organizations with new challenges. An appropriate business model which considers the

individual interests and situation of an organization while taking account on a huge amount

of highly diverse influential factors is one of the most complex tasks (Schütz et. al., 2017).

The analysis of qualitative data extracted from online communities reveals a number of

potentially useful insights that can help support international business decisions. First, the

computer-mediated information exchange between users of MMORPGs indeed offers

insights about products and services that can be used for product enhancement and

modification. As outlined in the motivation and critiques section, a number of different

motivations to play online were identified which, when split along German and Chinese

language-groups, reveals focal points that the firms need to address in making

product/feature improvements for specific markets. For instance, in a Chinese setting,

appealing graphical design as well as novel ways of interacting with other (virtual or real)

people is important. In a German-speaking context, collaborative options and challenging

new tasks are key to keep customers happy. However, online communities lack clear

organization, and this will become more important as they grow. If companies want to use

the content provided by online communities, they need to find a way to extract the relevant

information (Sinkovics et. al., 2014).

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The use of Dashboard

Shamsuzzoha et al., (2016) said that the dashboard features state-of-the art

business intelligence and provides data visualisation, user interfacegs and means to support

VF partners to execute collaborative processes. Business analytics (BA) systems create

value and provide competitive advantage for organisations. They involve technology and

data infrastructure, BA capabilities and business processes that provide useful insights and

support decision-making. The dashboard is intended to support the strategic management

of BA capabilities.

Another studies using dashboard for health concerns conducted by Weiner et. al.,

(2015), that Hospitals have invested and continue to invest heavily in building information

systems to support operations at various levels of administration. These systems generate a

lot of data but fail to effectively convert these data into actionable information for decision

makers. Such ineffectiveness often is attributed to a lack of alignment between strategic

planning and information technology (IT) initiatives supporting operational goals. We present

a case study that illustrates how the use of digital dashboards at St. Joseph Mercy Oakland

(SJMO) Hospital in Pontiac, Michigan, was instrumental in supporting such an alignment.

Driven by a focus on key performance indicators (KPIs), dashboard applications also led to

other tangible and intangible benefits. Also LCox (2017), aim to validate the diagnostic

performance of the first fully automatic, electronic heart failure (HF) identification algorithm

and evaluate the implementation of an HF Dashboard system with 2 components: real-time

identification of decompensated HF admissions and accurate characterization of disease

characteristics and medical therapy. These proves that uses of dashboard is not only for

businesses but as well as for health benefits of hospital patients.

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Chapter 3

RESEARCH METHODOLOGY

Research Design

The researcher will use the descriptive research that employs the exploratory

developmental facet to answer the problem presented. Because descriptive research is

used to describe characteristics of a population or phenomenon being studied. It does not

answer questions about how/when/why the characteristics occurred. Rather it addresses the

"what" question. The characteristics used to describe the situation or populations are usually

some kind of categorical scheme also known as descriptive categories. (Wickford, n.d.) said

that the goal of descriptive research is to understand a specific set of variables in a group of

individuals, but stops short of understanding the relationship between the variables, what

caused them or what their implications are. An outlet store owner, for example, might want

to know how many retailers within their vicinity are wanting to be part of their outlet store.

This type of research sometimes called statistical research, as a fairly simple research

method that takes a static snapshot of a portion of the population. (FluidSurveysTeam,

2014) means that descriptive research gathers quantifiable information that can be used for

statistical inference on your target audience through data analysis. And if properly used it

can help an organization better define and measure the significance of something about a

group of respondents and the population they represent. The researcher also used the

exploratory method because the data will be coming directly from the store owners and

retailers as they will log-in and put their information to the system. Furthermore the

researcher also used developmental method, to determine the advantage of implementing

the proposed systems for the merchants. (RC Richey and JD Klein, 2014) defined

developmental research as the systematic study of designing, developing and evaluating

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instructional programs, processes and products that must meet the criteria of internal

consistency and effectiveness. It’s either the study of the instructional design, development

and evaluation process as a whole or of particular process components.

Also the researcher will be conducting survey to ask questions to the

respondents pertaining to the Development of Outlet Store Owners and Retailers e-

Collaborative Portal with Decision Support System implementation. In regards to this, the

researcher will have enough gathered information for the proposed system and for the

benefit of both store owners and retailers. Because according to Business Queensland

(2016), research and development is a valuable tool for the growing and improving your

business. It involves researching your market and developing new and improved products

and services to fit these needs. Businesses that have and R&D strategy have a greater

chance of success than businesses that don’t. It can lead to innovation and increased

productivity and can boost your business’s competitive advantage.

Sources of Data

The researcher will personally administer the gathering of data thru survey

questionnaires to assure the reliability of the information that the respondent provided.

Survey questionnaire will be gathered by personally interviewing the respondents, sending

emails and online survey. The respondents are retailers, outlet store owners and anyone

who are planning to have a business. Retailers are those people in business that sells

goods to the public in relatively small quantities. They sell it physically or thru the internet.

The other respondents will be the outlet store owners. They are the one who owns a

physical store, in which they are looking for retailers to be part of their store as a supplier.

They called them as Brand partners.

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Research Instrument

To complete the study, the researcher conducts survey questionnaires, it is an

effective mechanism for efficient collection of certain kinds of information. It involves

advantages like standardized format of response, quick data gathering and access to a

large portion in question. The survey questionnaire includes the respondent’s profile and

business information. It was used to accumulate the necessary data from the samples. The

questionnaire was answered through personal survey, email, and online survey. The data

were encoded using the Microsoft Excel to form the data matrix. Some sets of questions on

the Survey Questionnaire are answerable by checking checked box/s that suits your

answer, and some were assigned a code to enable the computation of mean and standard

deviation.

Rating Adjectival Interpretation

5 Strongly Agree

4 Agree

3 Undecided

2 Disagree

1 Strongly Disagree

Table 1. Likert Scale

Data Generation Procedure

The survey questionnaire will be used as a procedure in this study to assess the

functionality of the software. The questionnaire consisted of Respondent’s Profile and

Questionnaire Profile. In respondent’s profile, the respondents will be ask for his/her

personal information. While, questionnaire profile are consisted of 4 criteria such as:
 POLYTECHNIC UNIVERSITY OF THE PHILIPPINES
functionality, usability, maintainability and portability and it will ask the respondents business

informations.

Ethical Considerations

The following ethical guidelines were put into place for the research period:

1. The dignity and wellbeing of the respondents were protected at all times.

2. The research data being gathered in survey questionnaire remained confidential

throughout the study.

3. The conversations of the users in the portal will also remain classified.

4. The users data being inputted in the system will also be confidential. Only data

that was set to be as public will be posted publicly.

5. The user has the options to set which data will be posted publicly and privately in

the system for their security.

Data Case Analysis

The data gathered in the questionnaire will proceed in consolidating the survey form

and tabulated, analyzed and interpreted the data using the appropriate statistical treatment.

The proponents made used of the following statistical formula to interpret and analyze the

data gathered, percentage and mean was utilized.

Weighted mean, this was used in computing the chi-square.

Mw = ∑fw
N

Where:

Mw – weighted mean

∑fw – sum of the product of the frequency and weight

N – number of respondents
 POLYTECHNIC UNIVERSITY OF THE PHILIPPINES

The following formulation will be used for the statistical analysis:

Formula:

Weighted Mean =((HA*5)+(MA*4)+(A*3)+(LA*2)+(NA*1)

N

Where:

WM = Result of the Evaluation

HA = Total numbers of highly acceptable

MA = Total numbers of moderately acceptable

A = Total numbers of acceptable

LA = Total numbers of least acceptable

NA = Total number of not acceptable

N – number of respondents

Range of
Verbal Interpretation
MeanScore
4.65 – 5.0 Strongly Acceptable

3.96 – 4.64 Moderately Acceptable

2.85 – 3.95 Acceptable

1.44 – 2.84 Least Acceptable

0 – 1.43 Not Acceptable

 POLYTECHNIC UNIVERSITY OF THE PHILIPPINES

Software Development

The researcher used agile software development methodology because it is used to

design a disciplined software management process which allows some frequent alteration in

the development project. Agile methodology has an adaptive approach which is able to

respond to the changing requirement of the clients. Direct communication and constant

feedback from customer representative leave no space for any guesswork in the system.
 POLYTECHNIC UNIVERSITY OF THE PHILIPPINES

Proposed System Architecture

SYSTEM ARCHITECTURE FOR OUTLET STORE OWNERS

AND RETAILERS E-COLLABORATIVE PORTAL
 POLYTECHNIC UNIVERSITY OF THE PHILIPPINES

Chapter 4

RESULTS AND DECISION

This chapter described the analysis and interpretation of data gathered in the study.

Results were organized based on the sequence of the statement of the problem. The

study’s main objective is to found out the perception of the respondents on how to

collaborate and select a business partners. It also discusses the result of the survey on the

level of acceptance of the developed OSOAR: E-Collaborative Portal for Outlet Store

Owners and Retailers. Out of 60 randomly selected respondents, there were 40

respondents who completed the survey.

1. Social media as a tool in business collaboration

1.1. Number of merchants using social media in doing business
TABLE 2
Merchants who use social media in doing business
User Frequency Percentage
Social Media User 39 97.5%
Social Media Not User 1 2.5%

Table 2 presents the number of respondents who used social media as a tool
in collaborating with their business partners. Out of 40 respondents, only 1 or 2.5%
respondent are not using social media as a tool in doing business. Most respondents
used social media in business collaboration, with a percentage of 97.5% or 39
respondents.
 POLYTECHNIC UNIVERSITY OF THE PHILIPPINES

1.2. Social Media Preference

TABLE 3
Social Media Preferences
Rank Preferences Frequency Percentage
2 Facebook 39 97.5%
1 Messenger 40 100%
4 Viber 18 45%
3 Instagram 26 65%
5.5 Twitter 2 5%
5.5 Others 2 5%

Table 3 presents the social media preferences of the respondents. With a

100% or 40 respondents who chooses Messenger as their first preferred social media
tool in collaborating with their business partners. Next in the ranking is Facebook with
97.5% or 39 respondents. Third is the Instagram with 65% or 26 respondents. Fourth is
Viber with 45% or 18 respondents. And lastly, there were 4 respondents who chooses
Twitter with 5% or 2 respondents while the other 5% or 2 respondents chooses Shopee
and Vimeo.
 POLYTECHNIC UNIVERSITY OF THE PHILIPPINES

1.3. Factors in utilizing social media in doing business

TABLE 4
Factors in utilizing social media in collaborating with business
Factors Frequency Percentage
Advertising Products / Business Information 17 42.5%
Searching for suppliers 13 32.5%
Searching for new store location 12 30%
Communicating with suppliers 11 27.5%
Communicating with store owners 12 30%
Looking for new Business Partners 11 27.5
Others 37 92.5%

Table 4 presents the factors on how the respondents utilized social media in
collaborating with their business partners. With a percentage of 42.5% or 17
respondents who uses social media in advertising products and business information.
Next is searching for suppliers with 32.5% or 13 respondents. For the third rank,
respondents choose both searching for new store location and communicating with store
owners with 30% or 12 respondents. While the fourth rank respondents choose both
communicating with suppliers and looking for business partners with a percentage of
27.5% or 11 respondents. And lastly, the respondents who choose others with a
percentage of 92.5% or 37 respondents but specify it as blank.
 POLYTECHNIC UNIVERSITY OF THE PHILIPPINES

2. Factors to consider in selecting business partners

2.1. Classification of respondents
Table 5

Classification of respondents Frequency Percentage

Retailer 19 47.5%
Outlet Store Owner 9 22.5%
Planning to have a business 12 30%

One of the factors in selecting a business partners is to know who they are.
We classify them as retailers; they are the online seller, vendors, entrepreneur who has
no physical store. The other is the outlet store owner; they are the one who owns a
physical store. Whereas there is also an option for the respondents to those who are
planning to have a business. As seen in Table 5 that most of the respondents are
Retailers with a percentage of 47.5% or 19 respondents. Next is 30% or 12 respondents
who are planning to have a business. And lastly, only 22.5% or 9 respondents are outlet
store owners.

2.2. Age of Respondents

Table 6

Age of Respondents Frequency Percentage

19 and below 3 7.5%
20 – 35 years old 20 50%
36 – 45 years old 14 35%
46 above 3 7.5%

Table 6 shows the age of respondents, most of the respondents are in the
age of 20 – 35 years old with a percentage of 50% or 20 respondents while 35% or 14
respondents are in between the age of 36 – 45 years old. Only 7.5% or 3 respondents
fall to the age of 46 above and 19 and below.
 POLYTECHNIC UNIVERSITY OF THE PHILIPPINES

2.3. Business ownership of respondents

Table 7

Business Ownership Frequency Percentage

Single Proprietorship 17 42.5
Partnership 21 52.5
Corporation 2 5

In table 7 presents that most of the respondent business ownership with a

percentage of 52.5% or 21 respondents are in partnership. And 42.5% or 17
respondents are those who are in single proprietorship. Only 5% or 2 respondents are in
corporation.

2.4. Years in business of the respondents

Table 8
Years in Business Frequency Percentage
0 – 1 year 21 52.5%
2 – 3 years 18 45%
4 – 9 years 1 2.5%
10 years above 0 0%

Most of the respondents are newbie’s in business, as shown on Table 8,

52.5% or 21 respondents are having their business in 0 – 1 year. Next is 2 – 3 years
existence in business with a percentage of 45% or 18 respondents. And lastly, only 1
respondent with a percentage of 2.5% have been in business for 4 – 9 years.
 POLYTECHNIC UNIVERSITY OF THE PHILIPPINES

2.5. Number of respondents with business permit

Table 9

Respondents with Business Permit Frequency Percentage

With Business Permit 19 47.5%
Without Business Permit 13 32.5%
On Process Business Permit 8 20%

Table 9 presents that most respondents with a percentage of 47.5% or 19

respondents are running their business with permit. And 32.5% or 13 respondents are
without business permit. Lastly, 20% or 8 respondents are having their business permit
on process.

2.6. Number of respondents who are connected with other company/ies.

Table 10

Business Connection Frequency Percentage

Connected with other company/ies 20 50%
Not connected with other company/ies 20 50%

In table 10 shows that half respondents are have been connected with other
company/ies with 50% or 20 respondents, same with respondents who are not
connected with other company/ies.
 POLYTECHNIC UNIVERSITY OF THE PHILIPPINES

2.7. Products and services offered by the respondents

Table 11
Products offered by the respondents

Rank Products offered by the Respondents Frequency Percentage

1 Men & Women Clothing / Shoes 12 30%
2.5 Accessories / Watches / Sunglasses 9 22.5%
2.5 Gadgets / Computers / Cameras 9 22.5%
7 Media / Music / Books 6 15%
7 Bags & Wallets 6 15%
9 Home Living 4 10%
7 Toys / Kids / Babies 6 15%
4 Health & Beauty 8 20%
5 Others 7 17.5

Generally, the factors in selecting business partner are knowing the products
or services they offered. In table 11, it shows that most of the respondents offered men
& women clothing / shoes with a percentage of 30% or 12 respondents. Both
accessories / watches / sunglasses and gadgets / computers / cameras gathered 22.5%
or 9 respondents each. Fourth in the rank is health & beauty products with a percentage
of 20% or 8 respondents. 17.5% or 7 respondents choose other products like properties,
foods, perfumes, jewelry and motorcycle accessories. For the sixth, seventh and eight
rank, both media / music / books, toys / kids / babies products and bags & wallets got
15% or 6 respondents. And lastly, 10% or 4 respondents chooses the home living
product category.
 POLYTECHNIC UNIVERSITY OF THE PHILIPPINES
Table 12
Services offered by the respondents

Rank Services offered by the Respondents Frequency Percentage

1 Travel & Getaways 12 30%
3.5 Catering Services 5 12.5%
3.5 Event Planners 5 12.5%
2 Others 8 20%

As shown in Table 12, most respondents offered travel and getaways

services with a percentage of 30% or 12 respondents. Both catering services and event
planners services got 12.5% or 5 respondents each. And 20% or 8 respondents choose
other services like insurance, property agent, photo/video coverage and tattooing.
 POLYTECHNIC UNIVERSITY OF THE PHILIPPINES

3. The level of acceptance of the respondents towards the developed system in

terms of:
3.1. Functionality
Table 13

Quality Attribute Mean Interpretation

Users can easily browse the result 4.825 Highly Acceptable
from the portal.
Users can quickly view the specific 4.90 Highly Acceptable
outlet stores and/or retailers locations
within the specific are he/she is
looking for.
Users can visualize the outlet store 4.675 Highly Acceptable
interior.
Overall Mean 4.8 Highly Acceptable

Table 13 shows the respondent’s level of acceptance in terms of

Functionality. The system’s easy browsing from the portal, quickly viewing of users
location, and visualizing the interior of the outlet store are highly acceptable with a mean
of 4.825, 4.90 and 4.675 respectively.
Based on the data shown above, the respondents found the OSOAR E-
Collaborative Portal is highly acceptable with an overall mean of 4.8. It can be concluded
that the system is highly acceptable in terms of functionality.
 POLYTECHNIC UNIVERSITY OF THE PHILIPPINES

3.2. Usability
Table 14
Quality Attribute Mean Interpretation
The e-collaborative portal is easy to 4.825 Highly Acceptable
use
The portal responds in a timely 4.925 Highly Acceptable
manner.
The portal has drag and drop 4.475 Moderately
capability in sharing files Acceptable
Overall Mean 4.74 Highly Acceptable

Table 14 presents the respondent’s level of acceptance to the system in

terms of usability. Both system’s easiness of use and responding in a timely manner are
highly acceptable with a mean of 4.825 and 4.925 respectively, while the drag and drop
capability in sharing files is moderately acceptable with 4.475 mean.
Based on the consolidated data above, with overall mean of 4.74, it can be
concluded that the OSOAR E-collaborative portal is highly acceptable in terms of
usability.
 POLYTECHNIC UNIVERSITY OF THE PHILIPPINES

3.3. Maintainability
Table 15

Quality Attribute Mean Interpretation

The e-collaborative portal requires a 4.775 Highly Acceptable
username and password authentication
before a user can login
A message prompts displays whenever 4.9 Highly Acceptable
the user encodes a wrong input
Users can control the information 4.95 Highly Acceptable
he/she will going to share in public
Overall Mean 4.87 Highly Acceptable

It shows in Table 15 the respondent’s level of acceptance to the system in

terms of maintainability is highly acceptable. The system’s username and password
authentication before a user can login, a message prompts display for encoding wrong
inputs, and the control in privacy of posting informations is highly acceptable with a
mean of 4.775, 4.9 and 4.95 respectively.
Based on the data shown above, the respondents found that the OSOAR E-
Collaborative portal is highly acceptable in terms of maintainability with an overall mean
of 4.87.
 POLYTECHNIC UNIVERSITY OF THE PHILIPPINES

3.4. Portability
Table 16

Quality Attribute Mean Interpretation

The e-collaborative portal is functioning on 4.775 Highly Acceptable
multiple browsers
The portal can deploy on mobile devices 4.625 Moderately Acceptable
The portal can deploy on mobile desktop. 4.6 Moderately Acceptable
Overall Mean 4.66 Highly Acceptable

Table 16 shows that the respondent’s level of acceptance to the system in

terms of portability is highly acceptable. The system’s portability of functioning on
multiple browsers is highly acceptable with a mean of 4.775. While both attribute of the
system that can deploy on mobile devices and mobile desktop is moderately acceptable
with a mean of 4.625 and 4.6.
With an overall mean of 4.66, it can be concluded that the OSOAR E-
Collaborative portal is highly acceptable in terms of portability.
 POLYTECHNIC UNIVERSITY OF THE PHILIPPINES

4. The respondents recommendation for the improvement of the developed

system
Table 17

Recommendation for improvement Frequency Percentage

The capability of the portal to create login 2 5%
authentication
Defining access level for each user 5 12.5%
Visualization of the store outlet interior 4 10%
Locating the place of the outlet store and retailers 9 22.5%
location
End to end online processing of contract signing 8 20%
The internal process of verifying payments 5 12.5%
Others 7 17.5%

In can be seen in table 17 that the most recommendation of the respondents

for the improvement of the developed system is locating the place of the outlet store and
retailers location with a percentage of 22.5% or 9 respondents. Next recommendation is the
end to end online processing of contract signing with 20% or 8 respondents. Other
respondents with a percentage of 17.5% or 7 respondents choose other options and some
of them suggest to have a standard requirement in putting up a business. Both
recommendation of defining access level for each user and the internal process of verifying
payments has 12.5% or 5 respondents followed by visualization of the store outlet interior
with 10% or 4 respondents. And lastly the capability of the portal to create login
authentication which has 5% or 2 respondents.
 POLYTECHNIC UNIVERSITY OF THE PHILIPPINES

Chapter 5

SUMMARY OF FINDINGS, CONCLUSIONS AND RECOMMENDATION

This chapter discusses the summary of the finding of the study. It also provides the

conclusion through the analysis of data gathered and recommendations of contributor.

Summary of Findings

This study analyzed the idea of developing an e-collaborative tool to assist the

retailers and outlet store owners in choosing the suitable business partners based on their

preferences. The study aimed to provide an efficient tool that will provide vital information for

the merchants or business owners to find their preferred business partners.

The study made utilize a descriptive survey to find out the effect of social media as a

tool in collaboration, the factors in selecting a business partners, the respondent’s level of

acceptance to the OSOAR E-Collaborative portal and the respondent’s recommendation for

improvement of the developed system. A total of 19 retailers, 9 outlet store owners and 12

respondents who are planning to have a business participated in this study which gives a

great help for the development process.

The study generated the following findings in line with the Statement of the Problem.

1. Based on the gathered responses from 40 respondents, most respondents uses

social media in collaborating with their business partners. The most social media

tool they used are Messenger, Facebook and Instagram. Respondents utilized it

by advertising their products and/or business information, and looking for new

business partners. The goal of this is to prove how important collaboration is, and

how it is being utilized by the respondents in dealing with their business partners.
 POLYTECHNIC UNIVERSITY OF THE PHILIPPINES
2. The tabulated result of the respondents to the list of factors in selecting business

partners shows that most number of respondents are millennials having the age

of 20 – 35 years old and are just starting in business and they preferred to have a

partnership in business. The majority of the services they offered is in line with

travel and getaways while the products they prefer to offer are men and women

clothing/shoes.

3. The result of the survey conducted proved that the respondents were satisfied

with the developed OSOAR an E-Collaborative Portal.

3.1. The respondents highly accepted the tool with an overall mean of 4.8 in

terms of functionality. Aside from easy browsing from the portal, quickly

viewing of users location, and visualizing the interior of the outlet store, the

system’s also has a calendar wherein all your scheduled notes are posted.

3.2. The respondents highly accepted the tool with an overall mean of 4.74 in

terms of usability. The system’s easiness of use and responding in a timely

manner satisfies the users.

3.3. The respondents highly accepted the tool with an overall mean of 4.875 in

terms of maintainability. Because of login authentication and user control of

its privacy settings will helps to secure the informations posted by the user.

3.4. The respondents highly accepted the tool with an overall mean of 4.66 in

terms of portability. The system is functioning on multiple browsers and

mobile desktop which enables the user to access the system conveniently.

4. The outcome of the recommendation for the improvement sited by the

respondents to the developed system results that they want to locate the place of

their business partners and they want to have an end to end online processing of

business contract.
 POLYTECHNIC UNIVERSITY OF THE PHILIPPINES
The system is evaluated in terms of Functionality, Usability, Maintainability and

Portability with an overall mean of 4.77 interpreted as Highly Acceptable.

 POLYTECHNIC UNIVERSITY OF THE PHILIPPINES

APPENDIX I

SURVEY QUESTIONS

OSOaR: E-Collaborative Portal with Decision Support System

for Outlet Store Owners and Retailers

Respondent’s Profile
1. Name (Optional) : __________________________________________
2. Do you own a business?
YES
NO
Planning to have a business

Questionnaire Profile:

1.1. Do you use Social Media in doing business of your clients and business
partners?
YES
NO

1.2. What social media application do you use?

(Please choose at least three (3) most social media application you used)
Facebook
Messenger
Viber
Instagram
Twitter
Others(Please specify) _____________________

1.3. How does social media tools being utilized by the merchant in collaborating
with their clients? (Please rank from 7 to 1, 7 being the highest and 1 being
the lowest)
Advertising Products / Business
Searching for suppliers
Searching for new store location
Communicating with suppliers
Communicating with store owners
Looking for new Business Partners
Others (please specify)___________
 POLYTECHNIC UNIVERSITY OF THE PHILIPPINES
2. What are the decisive factors to consider in selecting business partners?
2.1 You classify yourself as a:
Retailer (i.e., online seller, vendor, entrepreneur etc.)
Outlet Store Owner (i.e., own a physical store)
Planning to have a business

2.2 Age Bracket:

19 and below
20 – 35 years old
36 – 45 years old
46 and above

2.3 Business ownership:

Single Proprietor
Partnership
Corporation

2.4 How long have you been in business?

0 – 1 year
2-3 years
3-9 years
10 years above

2.5 Do you have Business Registration?

YES
NO
ON PROCESS

2.6 Are you connected with other companies?

YES (If yes, please specify) _______________________
NO

2.7 What are the products and/or services you offered?

Products:
Men & Women Clothing / Shoes Bags & Wallets
Accessories / Watches / Sunglasses Home Living
Gadgets / Computers / Cameras Toys, Kids, Babies
Health & Beauty Media, Music, Books
Others ____________________

Services:
Spa, Salon, Beauty
Travel & Getaways
Catering Services
Event Planner
Others ____________________
 POLYTECHNIC UNIVERSITY OF THE PHILIPPINES

3. What is the level of acceptance of the respondents with the developed e-

collaborative portal in pursuit of business/outlet store owner and retailers

communication in terms of:

Highly Moderately Least Not

Acceptable
Statement Acceptable Acceptable Acceptable Acceptable
(3)
(5) (4) (2) (1)
3.1 Functionality
3.1.1 Users can easily
browse the result
from the Portal.
3.1.2 Users can quickly
view the specific
outlet stores and/or
retailers locations
within the specific
area he/she is
looking for.
3.1.3 Users can visualize
the outlet store
interior
3.2 Usability
3.2.1 The e-collaborative
portal is easy to
use.
3.2.2 The portal responds
in a timely manner.
3.2.3 The portal has drag
and drop capability
in sharing files.
3.3 Maintainability
3.3.1 The e-collaborative
portal requires a
username and
password
authentication
before a user can
login.
3.3.2 A message prompts
displays whenever
the user encodes a
wrong input
3.3.3 Users can control
the informations
he/she will going to
 POLYTECHNIC UNIVERSITY OF THE PHILIPPINES
share in public.
3.4 Portability
3.4.1 The e-collaborative
portal is functioning
on multiple
browsers.
3.4.2 The portal can
deploy on mobile
devices.
3.4.3 The portal can
deploy on mobile
desktop.

4. What are the suggested recommendation for improvement of the developed

system by the respondents:

The capability of the portal to create login authentication.

Defining access level for each user.

Visualization of the store outlet interior.

Locating the place of the outlet store and retailers location.

End to end online processing of contract signing.

The internal process of verifying payments.

Others _________________________
POLYTECHNIC UNIVERSITY OF THE PHILIPPINES
APPENDIX II

SCREENSHOTS
POLYTECHNIC UNIVERSITY OF THE PHILIPPINES
POLYTECHNIC UNIVERSITY OF THE PHILIPPINES
POLYTECHNIC UNIVERSITY OF THE PHILIPPINES
POLYTECHNIC UNIVERSITY OF THE PHILIPPINES
POLYTECHNIC UNIVERSITY OF THE PHILIPPINES
POLYTECHNIC UNIVERSITY OF THE PHILIPPINES
POLYTECHNIC UNIVERSITY OF THE PHILIPPINES
POLYTECHNIC UNIVERSITY OF THE PHILIPPINES
POLYTECHNIC UNIVERSITY OF THE PHILIPPINES
 POLYTECHNIC UNIVERSITY OF THE PHILIPPINES
APPENDIX 3

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Douglas Beaven 2015 “System and method for collaborative communication and
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Gregory, Alyssa. (2016). “The Pros and Cons of Starting an Internet Research
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Mattos & Laurindo. (2015) “Collaborative Platforms for Supply Chain Integration:
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RajAgnihotri, RebeccaDingus, Michael Y.Hu, Michael T.Krush (2016), “Industrial

Marketing Management”

TorbenTambo (2014), “Collaboration on technological innovation in Danish fashion

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Park et.al.,(2015) “Web based collaborative big data analytics on big data as a
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Vaibhav Shah, Maria Leonilde Rocha Varela, Goran D. Putnik (2016)

“Collaborative Portal for Supporting Manufacturing Resources Selection in a
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Westaway, Richard Boyle, Ian Duncan Davies (2015) “Online collaboration”

Yen-Chun JimWu, Ju-PengShen, Chan-LanChang (2015) “Electronic service

quality of Facebook social commerce and collaborative learning.”