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Significances of the Study

As for this study will benefit different aspects of society through correlation of after-sale

experiences, the study will change how people see the e-commerce platform and see it not only

by façade but also how the system should work under the laws. It will help concerned people to

formulate solutions, if the study turned negative, by better understanding of the consumer

protection laws, thus limiting the effects to trust and its possible fruits. The study will be

specifically important to the following:

 for the Government and its agencies concerned such as the Department of Trade and

Industry (DTI) will be able to realize that the legislation with traditional shopping is more

systematic in terms of application while in online shopping, the consumer protection laws

are not that strictly implemented. A reform and exploration of laws for the after-sale

challenges that are being experienced by Filipino online consumers should be resolved

for them to maintain trust and satisfaction despite not having face-to-face transactions.

With this, they would be able to recognize online consumer protection. 

 for the e-commerce and logistics companies, it deals with the process of storing and

shipping goods from an online store to the customer’s chosen destination. As e-

commerce continues to develop and grow at a fast rate, numerous complications will

arise. Thus, with this research these companies may be more knowledgeable on the

consumers perspective and how to accurately portray the laws implementing the

protection for online consumers. 

 for the online sellers - here in the Philippines, Shopee and Lazada are the top e-

commerce websites. Lazada has more than 155,000 online sellers (Lazada, 2020) while

Shopee has over three million online sellers (Ismali, 2017). With the help of the research,
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online sellers will know the rights of their consumers and they will have to act according

to the laws that will also protect them. They will serve as an agent in upholding the

consumer protection laws. They can formulate a strategic business plan in order to gain

more trust and satisfaction from their customers.

 for the online consumers will know their rights as an online consumer and there are laws

that protect them. If the transaction of the online consumer does not go the way that it

should be, they would be able to know what to do or what to demand. The study will help

them to classify who are the trustworthy online sellers that will be able to protect and

satisfy them.

 for the future researchers can use this study as a reference and basis to continue creating

new information about the matter.

Definition of Terms

In order to assist the readers in having a better understanding, the researchers define the

following terms as to how it is used in the paper:

 After-sales services- services that are provided to the customer after the products have

been delivered (Rolstadaas, et al., 2008) which includes a reasonable period of time to the

consumer regarding the claim of warranty, returning, replacing or repairing with a new

product. Shaharudin et al. (2009) tackled that tracking of failed or late deliveries is also

considered an after-sale service..

 Brick-and-mortar-  business outlets with a physical store (O'Donoghue, 2019).

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 Consumer protection-  practice of safeguarding consumers of goods and services from

the unfair market.  It is usually established by law which is intended to prevent businesses

from engaging in fraud or bad practices in order to mislead consumers for their own

advantage (Juang, 1997).

 COVID-19- infectious disease caused by a newly discovered coronavirus that spreads

primarily through droplets of saliva or discharge from the nose when an infected person

coughs or sneezes; people infected with the COVID-19 virus will experience mild to

moderate respiratory illness and recover without requiring special treatment.  Older

people, and those with underlying medical problems like cardiovascular disease, diabetes,

chronic respiratory disease, and cancer are more likely to develop serious illness (WHO,

2020).

 Internet- a complex system that has vastly transformed communication and methods of

commerce with having various computer networks all over the world to interconnect

(Dennis, n.d.).

 Legislation- the exercise of the power to make laws that have the force of authority by

virtue of their promulgation by an official organ of a state or other organization (Merriam-

Webster, n.d.).

 Online Shopping- the shopping behavior of consumers in an online store or a website

used for online purchasing purposes (Monsuwe et al., 2004).

 Retail Therapy-  is a kind of activity that requires an individual to buy or splurge on

things just to improve the buyer’s mental health, usually in times of stress or severe

emotions; items that are being bought are what we called the “comfort stuff” (Schimich,

1986). 
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 Trust Paradox- associated with new, unfamiliar technologies and the implications for

emerging technology (Trevinal & Stenger, 2012).