Advisers

Kimberly Joyce B. Embile, LPT, MAT

Discipline

Accounting And Taxation

Abstract

The rapid advancement of financial technology has transformed payment systems in the Philippines, particularly through the growing use of digital wallets in e-commerce and social commerce platforms. GCash has become a widely used mobile payment application, while TikTok Shop has emerged as a major social commerce platform integrating online shopping and digital entertainment. Despite this development, limited studies have examined students’ satisfaction with digital wallets in social commerce settings. This study assessed the level of satisfaction of Bachelor of Science in Accounting Information System students in using GCash for TikTok Shop transactions at Bestlink College of the Philippines, addressing an existing research gap and providing insights into user experiences in digital marketplaces. A descriptive quantitative research design was employed in the study. Data were gathered from 30 Accounting Information System students who had prior experience using GCash for TikTok Shop transactions through a structured survey questionnaire. Purposive sampling was utilized to ensure that only qualified respondents were included. The questionnaire measured satisfaction across five dimensions: ease of use, payment reliability, security and privacy, convenience and speed, and fees and cost transparency. A four-point Likert scale was used, and data were analyzed using frequency and percentage distribution, weighted mean, and standard deviation. The results revealed that students were generally strongly satisfied with using GCash for TikTok Shop transactions. Among the satisfaction dimensions, ease of use obtained the highest rating, followed by fees and cost transparency, payment reliability, security and privacy, and convenience and speed. Although overall satisfaction was high, respondents reported several challenges, with refund or dispute resolution delays emerging as the most common issue, followed by security concerns and occasional payment or confirmation problems. The findings indicate that GCash is an effective and user-friendly payment method for TikTok Shop transactions among students. However, improvements in post-transaction services, particularly in refund processing and issue resolution, are recommended. While the study is limited to a small sample size and a single institution, it contributes valuable insights to digital payment literature and provides a basis for future research involving broader populations and comparative platforms.

Keywords

student satisfaction, gcash, financial technology, e-commerce, digital wallet, tiktok shop, social commerce, mobile payment systems, accounting information system students