consumer awareness level

CONSUMERS’ AWARENESS LEVEL ON THEIR CONSUMER

RIGHTS AND RESPONSIBILITIES

DOSCST IN-HOUSE REVIEWJune 25-26, 2014AVR, DOSCST

Researcher: SUNGAHID, Onesimo A.

Collaborators: Lead Agency: DOSCSTCollaborating Agency: DTI Provincial Office Research Site: Urban barangays of Mati ( Central,Dahican ,Matiao & Sainz)

Duration: Date Started: February 25, 2013

Date Ended: : May 26, 2014 Development Zone: Education Summary of Financial Report:Total budget: P 5,000.00Actual Expenditure: P 5,000.00

Abstract:

• This study was conducted to determine the consumers’ awareness level on their rights and responsibilities among the residents of the four urban barangays of the City of Mati. There was a total of 280 identified respondents who were made to answer the sub problem 1 and 2, 140 respondents for sub problem 3, and 140 respondents were made to answer sub problem 4 and 5. 20 questionnaires were rejected . The survey made use of stratified random sampling method. One shot survey design and the interview questionnaire as data gathering instrument was employed. Data were analysed through statistical tools such as simple frequency counts and percentages.

•

Abstract:

• On respondents’ demographic characteristics, results showed that majority of the respondents were females (59%), those that were married (67.5%), those that belonged to the 41-50 age bracket got (45%), respondents under high school and college level were ( 60.7%) and those self-employed were (28.9%).

• On respondents’ buying experiences, 179 or 64% had bad experience in buying products, either defective, spoiled, not functioning or substandard. Of the 179, 64 or 22.9 % of the total, had asked for replacement or exchange; 53 or 18.9% returned the item, and 46 or 16.4% of the 280 respondents did not file complaint. 16 or 5.7% of the 280 respondents answered “did not know what to do.”

Abstract:

• . FINDINGS

SOCIO- DEMOGRAPHY: Majority/ High Percentage are

Respondents Fem

ale

Mar

ried

Age bracket 41-50

High school & college level

Self- employed

Income bracket

59% 67.5% 24% 60.7% 28.9% 66.8%= P5,990-less

Abstract:

•On respondents’ buying experiences, 179 or 64% had bad experience in buying products,

either defective, spoiled, not functioning or substandard. Of the 179, 64 or 22.9 % of the total, had asked for replacement or exchange; 53 or 18.9% returned the item, and 46 or 16.4% of the 280 respondents did not file complaint. 16 or 5.7% of the 280 respondents answered “did not know what to do.”

Abstract:

• ,RESPONDENTS’ BUYING EXPERIENCES

Respondents’ buying

experiences

Bad experiences

Replacement

Returned the items

Did not file

complaint

Reason for no complain=

NOT KNOW WHAT TO DO

64% 22.9% 18.9% 16.4% 5.7%

Abstract:

• Of the 46 respondents who did not file complaint, 25 or 54.3% had reasoned, ‘ no time to complain”.

while 39. 2% either they fear to complain ( 19.6%) and did not know how to complain( 19. 6 % ).

Abstract:• .

REASON FOR NOT FILING COMPLAINT

No time to complain

Fear to complain

Do not know how to complain

Do not know the right thing to do Total

54.3% 19.6% 19.6% 6.5% 100%

Abstract:

• •With regards to their rights, respondents had

–A) high level of consumer awareness with their right to information, safety and right to basic needs.

– B) low level of awareness on their right to choose, right to redress, to representation, to healthy environment and to consumer education.

–C) Over all, respondents had low awareness level on their consumer rights.

Introduction:

•With impact of industrialization and manufacturing companies, more and more goods and services are made available to the consumers. Along with this rapid social changes, consumers are more vulnerable to substandard products and false services due to malpractices of traders and manufacturing entities who are motivated alone by material gains.

Introduction:

•So consumer laws were promulgated to safeguard consumers against these practices

•With the legal basis, consumers’ rights and responsibilities are defined.

•To what extent do consumers are aware of their rights and responsibilities?

• Results of this study will assist the Trade and Industry Department in plotting its direction of emphasis towards a better consumer education strategy.

Objectives :

General Objective: to determine the consumers’ level of awareness on their consumer rights and responsibilities.

Specific objectives: TO FIND OUT

1.their socio-demographic characteristics.2. the respondents’ buying experiences.3. their awareness level on their consumers’ rights.4. their awareness level on their consumers’ buying

responsibilities.5. their awareness level on agencies responsible for

the implementation of consumers’ rights.

Methodology:

Research Locale of the Study

The study was conducted in four (4) barangays of Mati, City, Davao Oriental. These barangays are: Barangay Sainz, Central, Matiao and Dahican.

•Respondents of the Study

The respondents of the study were obtained from the four barangays of Mati City: Baranagy Sainz, Barangay Central, Barangay Matiao, and Baranagy Dahican respectively.

Methodology:

• The Sampling Method

• Stratified sampling methods with proportionate allocation of the respondents per barangay done using random selection sampling.

Methodology:

Research Design Instrument

One-shot survey design using interview guide to gather data.•Methods of Analysis

•Data were computed, analyzed and interpreted using percentages and frequency counts.

Methodology:

• .

Awareness Level on their Rights and ResponsibilitiesConsumer’s Rights Definitely Yes Yes No Definitely No Hard to Say

Consumer’s Responsibilities Definitely Yes Yes No Definitely No Hard to Say

Awareness on Implementing Agencies

Definitely Yes Yes No Definitely No Hard to Say

AWARENESS LEVEL(Threshold Level)

NO AWARENESS LEVEL

Definitely Yes Yes No DefinitelyNo

Hard to Say

HIGH level of awareness

LOW level of awareness

NoDefinitely

NoHard to

Say50% and up 01-49% 0

In determining the level of awareness, the following guide for decision is made .

Methodology:

Research Design Instrument

One-shot survey design using interview guide to gather data.•Methods of Analysis

•Data were computed, analyzed and interpreted using percentages and frequency counts.

V111.Results and Discussion

.

Table 1.1 Frequency Counts and the Percentages on the Sex of the Respondents.

Sex Frequency (F) Percentage (%)Male

FemaleTotal

114166280

4159

100

I. Socio- demographic profile of the Respondents


.Table 1.2 Frequency Counts and the Percentages on the Age Brackets of the Respondents

Age level Frequency Percentage20 or below 32 11.4%21-30 56 20.%31-40 58 20.7%41-50 68 24.3%51-60 25 8.9%61 and above 41 14.6%Total 280 100%


.

Table1.3 Frequency Counts and the Percentages on the Status of the Respondents

Marital Status Frequency Percentage

Single 62 22.1%Married 196 67.5%Divorced/ Widowed/separated

2910.4%

Total 280 100%


Table 1.4 Frequency Counts and the Percentage on the Educational Attainment of the Respondents.

Education level Frequency Percentage

Elementary 65 23.2%High school level 84 30.0%College level 86 30.7%College graduate 45 16.1%Total 280 280


Table1.5 Frequency Counts and the Percentage on the Occupation of the Respondents

Occupation Frequency PercentageFarmer 14 5%Fishermen 15 5.4%Laborer 41 14.6%Government employee

6322.5%

Self-employed 81 28.9%Others ( did not answer )

6623.6%

total 280 100%

V111.Results and Discussion.Table 1.6 Frequency Counts and the Percentage on the Household monthly income bracket.Household income Frequency Percentage

Less than P2,999 93 33.2%P3,000 to P5,999 94 33.6%P6,000 to P8,999 43 15.4%P9,000 to $11,999 20 7.1%P12,000 to P14,999 8 2.9% P 15,000 and above

22 7.9%

Total 280 100%


Table 11.1 Frequency Counts and the Percentage on the Consumers’ Buying Experiences

Dissatisfied buying experience

Frequency Percentage

Yes 179 64%

No 101 36%

Total 280 100%

• .

V111.Results and Discussion.

Table 11.2 Frequency Counts and the Percentage on the Consumers’ Action Taken on Dissatisfied Buying Experiences

Action taken Frequency ( 280)

Percentage

Asked to replace/exchange

6422.9%

Returned it 53 18.9%

Did not complain 46 16.4%

Do not know what to do

165.7%

Total 179 64% ( of 280)


Table 11.3. Frequency Counts and the Percentage on the Consumers’ Reason for not making complaint.

Action Frequency Percentage

No time to complain 25 54.3%

Fear to complain 9 19.6%

Do not know how to complain

9 19.6%

Do not know the right thing to do

3 6.5%

Total 46 100%

V111.Results and DiscussionTable 111.1. Awareness Level on Respondents’ Right to Information Statement

Definitely

YesYes No

Definitely No

Hard to Say

Total/ Percentage

1.

69

59 8 2 2140

49.3% 42.1% 5.7% 1.4% 1.4% 100%

2.92**

28

8

11 1140

65.7%* 20.0% 5.7% 7.9 % .7% 100%

365**

54 20 0 1

140

46.4% 38.6% 14.3% 0.0% 1.% 100%

Average 75.3 47 12 4.3 1.6 140

53.8% 33.6 8.6 3.1 1.3 100%


Table 111.2 Awareness Level on Respondents’ Right to Safety

Statement

Definitely Yes

Yes NoDefin

itely No

Hard to Say

Total/ Percentage

1

70*** 42 20 5 3 140

50.0% 30.0% 14.3%3.6%

2.5% 100%


Table 111.3 Awareness Level on Respondents’ Right to Choose

Statement

Definitely Yes

Yes NoDefini

tely No

Hard to Say

Total/ Percentage

1.

48

77 12 0 3 140

34.3% 55.0% 8.6% 0.0% 2.1% 100%

2. 42 79 15 0 4 14030.0% 56.4% 10.7% 0.O 2.9% 100%

Average

45 78 13.5 0 3.5 14032.15% 55.7% 9.65% 0 2.5% 100%

• .

V111.Results and Discussion. Table 111.4 Awareness Level on Respondents’ Right to Redress

Statement

Definitely Yes

Yes NoDefinite

ly NoHard to

Say

Total Count/ Percentage

1.

60 74 4 1 1` 14042.3% 52.9% 2.9% .7% .7% 100%

2. 50 72 8 5 5 140

35.7% 51.4% 5.7% 3.6% 3.6% 100%

Average 55 73 7 2.5 2.5 140

39.0% 52.2% 4.3% 2.2% 2.2% 100%

Table 111.5 Awareness Level on Respondents’ Right to Representation

Statement

Definitely Yes

Yes NoDefinite

ly NoHard to

Say

Total/ Percentage

1.

49 81 3 0 7 140

35.0% 57.9% 2.1% 0 5.0% 100%


Table 111.6 Awareness Level on Respondents’ Right to Healthy and Sustainable Environment:

Statement

Definitely Yes Yes No

Definitely No

Hard to Say


1.

67 70 3 0 0 14048.% 50.0% 2.0% 0 0 100%

2. 50 84 2 0 4 140

36.0% 60.0% 1.4% 2.8% 100%

Average 58.5 77 2.7 0 2.00 140

42.0% 55.0% 1.7% 0.0% 1.4% 100%

Table 111.7 Awareness Level on Respondents’ Right to Consumer Education

Statement

Definitely Yes

Yes NoDefinite

ly NoHard to

Say


1. 61 76 1 1 1 14043.6% 54.3% 1.0% 1.0% 1.0% 100%


Table 111.8 Awareness Level on Respondents’ Right to Basic Need

Statement

Definitely Yes

Yes NoDefini

tely No

Hard to Say

Count/ Percentage

1.

66 64 4 6 0 140

47.0% 46.0% 3.0% 3.0% 100%

2.77 27 20 16 0 140

55.0% 19.3 14.3% 11.2% 0 100%

Average71 45 24 0 0 140

51.0% 32.65% 8.7% 7.1% 0.0% 100%


AWARENESS LEVEL( Threshold Level )

NO AWARENESS LEVEL

Definitely Yes Yes No DefinitelyNo

Hard to Say

HIGH level of awareness

LOW level of awareness

NoDefinitely

NoHard to

Say50% and up 01 and up % 0

Table 111.9.Summary on Awareness Level on Consumer’s Rights


Consumer’s RightsDefinitely

YesYes No Definitel

yNo

Hard to Say

Decision( level of

awareness)

1. Right to Information75.3 47 12 4.3 1.6

HIGH

53.8 33.6 8.6 3.1 1.3

2. Right to Safety 70*** 42 20 5 3HIGH

50.0 30.0 14.3 3.6 2.5

3. Right to Choose

45 78 13.5 0 3.5LOW

32.15 55.7 9.65 0 2.5

4. Right to Redress55 73 6 2.5 2.5

LOW39.0 52.2 4.3 2.2 2.2

5. Right to Representation

49 81 3 0 7LOW

35.0 57.9 2.1 0 5.0

6. Right to Healthy and Sustainable Environment

55.0 19.3 14.3 11.2 0LOW

44.2 45.3 6.55 2.3 1.6

7. Right to Consumer Education

61 76 1 1 1LOW

43.6 54.3 1.0 1.0 1.0

8. Right to Basic Need71 45 24 0 0

HIGH

51.0 32.7 8.7 7.1 0.0

Average 43.6% 45.2% 6.9% 2.4% 2.0% LOW


Table 4.1 Awareness Level of Respondents’ Consumer’s buying Responsibilities DECISIO

N( Awareness level)

Statement

Definitely Yes

Yes NoDefinitely

NoHard to

Say

Count/ Percentage

1.

87 21 4 2 6 120HIGH

72.5% 17.5% 3.3% 1.7% 5.0% 100%

2. 83 29 6 1 1 120HIGH

69.2% 24.2% 5.0% 1.0% 1.0% 100%

326 56 21 11 6 120

HIGH21.7% 46.7% 17.5% 9.2% 5.0% 100%

Average

65.3 35.3 10.3 4.7 4.3 120HIGH

54.5% 29.5% 8.6% 4.0% 3.6% 100%


Table 5.1 Respondents’ Awareness Level on Agencies Tasked to educate and Implement Consumer Rights. DECISION

( Awareness level)Statement

Definitely

YesYes No

Definitely No

Hard to Say

Count/ Percentage

1 8 10 28 65 9 120LOW

6.7% 8.3% 23.3% 54.2% 7.5% 100%

27 21 48 35 9 120

LOW5.8% 17.5% 40.0% 29.2% 7.5% 100%

363 36 3 1 17 120

HIGH52.5% 30.% 2.5% 1.0% 14.2% 100%

Average

26 22.3 26.3 33.7 11.7 120LOW

21.7% 18.6% 21.9% 28.1% 9.7% 100%

1X. Summary, Conclusion and Recommendation

•The following are the findings:

1.Most of the respondents were females ,belonging to 31-50 age brackets are majority and were married and also belonged to high school and college level and a fourth were self-employed and a high percentage belonged to marginal income level.

2.On the buying experiences, more than half had bad experiences in buying. Of those who had bad experiences, more than half had asked to replace or exchange the items and a fourth did not complain because they had no time to complain.

3.On the awareness level of consumer’s right, respondents have high awareness level on the right to information, right to safety and right to basic need, low awareness level on their right to choose, right to redress, right to representation, right to consumer education and right to healthy environment.

4.On the awareness level of consumers buying responsibilities, respondents have high awareness level.

5.Consumers have very low awareness level on the appropriate agencies to bring their redress.

•

1X. Summary, Conclusion and Recommendation•Based on findings, the following conclusions were drawn:

1)Majority of respondents were mostly females, belonged to the middle age bracket and were at high school and college level, with high percentage marginal income and self-employed.

2)Majority of the respondents have bad buying experiences and positively response either by returning the item have them exchange and time constraint was the main reason why consumers did not file complaint.

3)Consumers had high level of awareness on their right to information, safety and right to basic needs but low on their right to choose, redress, representation, consumer education and right to healthy environment.

4)On consumers’ awareness level on their consumer’s buying responsibilities, consumers have high level of awareness.

5)On the appropriate agency to file complaint, consumers do not have enough awareness on the appropriate agencies to bring their redress.

•

1X. Summary, Conclusion and Recommendation

Recommendation

•Based on the findings and conclusions of the study, the following recommendations were drawn:

1)To the consumer educators, to focus on making consumer take action on their rights and responsibilities as consumers.

2)To consumer advocacy group, a combination of different IEC strategies be used continuously in order to ensure the adoption of new knowledge by the respondents.

3)To Department of Trade and Industry and other government agencies advocating consumer education; promote and focus on the use of interpersonal communication strategies (e.i. seminars, meetings, trainings, house-to-house visits) as better strategies in promoting consumer education.

4) To future researchers, to validate the results of this study by replicating the studies to other place.

5)To future researchers, develop interpersonal communication networking system as evolutionary strategies in promoting consumer education.

THE END

THANK YOU VERY MUCH

• Researcher: Onie Sun

consumer awareness level

Technology