International Journal of Research Studies in Management
CollabWritive Special Issue
2025 Volume 13 Issue 3
Available Online: 5 April 2025
Author/s:
Sango, Ruben B.
Graduate School, Lyceum of the Philippines University – Batangas, Philippines
Abstract:
The study assessed the level of effectiveness of the marketing practices and customer satisfaction of pawnshops business and the significant relationship between the two variables in Los Baños and Pagsanjan, Laguna. Specifically, it describe the firmographic profile of the pawnshop business in terms of type of Business Organization, Number of Employees, Number of Branches, Initial Capitalization; determine the marketing practices in terms of: Product, Price, Promotion, Place, People, Physical Evidence, Process, and Philosophy; describe the level of customer satisfaction in terms: product delivery and services and Meeting customer’s expectation, tested the significant difference on the responses when grouped according to profile, practices and level of satisfaction and proposed an action plan to enhance marketing practices. The researcher employed both qualitative and quantitative design, used a modified questionnaire as data gathering tool. The study revealed that the general profile of the respondents are more than 40 years old, dominantly female, either married/widow/separated and with a permanent employment status. 6 out of 7 indicators have been rated strongly effective with the ordered rank: physical evidence, process, product/service, price, place, and people. Promotion has been ranked the least and rated effective. There was a significant relationship on place when respondents are grouped according to status. There was no significant relationship and that implies that the level of satisfaction was not affected by the marketing practices and vis-à-vis.
Keywords: marketing practices, effectiveness, customer satisfaction, Laguna
DOI: https://doi.org/10.5861/ijrsm.2025.25041
Cite this article:
Sango, R. B. (2025). Marketing practices and customer satisfaction in pawnshop business in Laguna. International Journal of Research Studies in Management, 13(3), 61-66. https://doi.org/10.5861/ijrsm.2025.25041