Pre-Oral-Defense outline thesis for you.pptx

Here's a ppt that can help you to outline your thesis during your pre oral defense.

1. Effects of Technical Glitches on Customer Trust and Loyalty in the use of E-wallets in Eastern Samar Elejido, Khrestine B. Lebrilla , Edison P. Tiozon , Rufa Mae D. Salazar, Trixie L. Alea , Dianne A.

2. Introduction The study focuses on the effects of technical glitches on customer trust and loyalty in the use of e-wallets in Eastern Samar. E-wallets have become popular for digital transactions, but technical issues such as app crashes and errors can impact user trust and loyalty. This research aims to provide insights for industry stakeholders to improve service quality and build trust among e-wallet users in Eastern Samar.

3. Statement of the Problem 1. What type of technical glitch is/are usually experienced? 2. Is there a significant effect of these technical glitches on customer’s trust? 3. Is there a significant effect of these technical glitches on customers’ loyalty?

4. Significance of the Study The study of technical glitches in e-wallets is crucial for ensuring reliability, security, and user-friendliness of digital payment systems. The findings of the study provide advantages for e-wallet users, providers, local businesses, government agencies, students, educators, and IT service providers.

5. Scope and Delimitation The study will investigate the impact of technical glitches on e-wallet usage only in Eastern Samar using convenience sampling. It will focus on user experience, satisfaction, trust, and financial implications. Clear boundaries and limitations will be outlined to maintain focus and manageability.

6. Definition of Terms In this study, the following terms are defined: E-Wallet : A digital system or application for storing, managing, and transacting money electronically. Technical Glitch : A minor and temporary malfunction in a software system that disrupts normal operations. Transaction Failure : An unsuccessful attempt to transfer funds due to technical issues. Customer Loyalty : The willingness of customers to repeatedly return to a company due to delightful experiences and value received from the brand. Customer Trust : The confidence customers have in a company's products, services, and actions, believing that the company will act in their best interests and deliver on its promises.

7. Types of Technical Glitches: 1. App Crashes 2. Slow Loading Times 3. Login Issues 4. Transaction Failures 5. Display Errors 6. Payment Processing Delays 7. Biometric Authentication Failures 8. Syncing Problems 9. Compatibility Issues 10. Network Connectivity Issues

8. Research Design This study will use an Explanatory-Causal research design to determine if technical glitches cause changes in customer trust and loyalty.

9. Locale of the Study The study will focus on the impact of technical glitches on customer trust and loyalty in e-wallet usage in Eastern Samar province, Philippines. The province's diverse urban, rural, and coastal communities will provide a range of experiences and perspectives on e-wallet transactions, such as the popular app Gcash . Researchers aim to understand how technical glitches influence customer behaviors and perceptions across different settings within the province.

10. Respondents of the Study The study focuses on the effects of technical glitches on customer trust and loyalty in e-wallets across Eastern Samar province in the Philippines. This diverse area includes urban, rural, and coastal communities, offering a range of experiences and perspectives on e-wallet usage, particularly Gcash . By studying the entire province, researchers can understand how technical glitches influence customer behaviors and perceptions in different settings.

11. Sampling Procedure The study will use convenience sampling to investigate the effects of technical glitches on customer trust and loyalty in e-wallet usage in Eastern Samar. Respondents will be chosen based on their availability and engagement in e-wallet transactions. They will be assured of confidentiality and provided with information about the research objectives.

12. Research Instrument This study will use a survey questionnaire divided into five parts: Demographic Information, Experiences with Technical Glitches, Customer Trust and Loyalty, and General Feedback. Likert-scale questions will be used to assess the impact of technical glitches on customer trust and loyalty in the use of e-wallets in Eastern Samar.

13. Data Gathering Procedure This study will use a survey questionnaire with five parts: demographic information, experiences with technical glitches, customer trust and loyalty, and general feedback. Likert-scale questions will be used to assess the impact of technical glitches on customer trust and loyalty in the use of e-wallets in Eastern Samar.

14. Measures of Variables Categorical Variables Arbitrary Code Experiences with Technical Glitches Strongly Disagree 1 Disagree 2 Neutral 3 Agree 4 Strongly Agree 5 Impact on Customer Trust and Loyalty Strongly Disagree 1 Disagree 2 Neutral 3 Agree 4 Strongly Agree 5

15. Data Analysis We will use descriptive analysis to summarize the demographic characteristics and responses to the survey questions. Additionally, we will conduct correlation and regression analysis to examine the relationship between technical glitches, trust, and loyalty in e-wallet usage.

16. Ethical Consideration In our study on the "Effects of Technical Glitches on Customer Trust and Loyalty in the Use of e-wallets in Eastern Samar," we will prioritize obtaining informed consent from participants and uphold confidentiality and anonymity. We will implement strong data security measures, minimize harm to participants, and ensure they are treated with dignity and autonomy. Following ethical guidelines, transparently communicating findings, and undergoing ethical review will be crucial in examining e-wallet usage in Eastern Samar.