Customer Satisfaction on Service Quality of Food Delivery Services Among Selected Consumers in Metro Manila

Authors: Isak D. Bauzon, Ma. Lilith J. Gaviola, John Patrick H. Ibañez, Charlene C. Jalandoni, Arjoy L. Rivera, and Ms. Eva Marie Igancio

Issue: 2020-2021

Abstract:

The researchers’ purpose of the study is to identify the determinants of customer satisfaction in terms of food delivery services of consumers and whether it is correlated with their demographic profile. The scope of this study is around Metro Manila only and the researchers limit the survey to 100 respondents who frequently book an order in food delivery services ages 18 and above. The researcher’s used a descriptive correlational design – survey method. The researcher’s used snowball sampling method to develop a pool of participants for a research project by requesting referrals from people who share a common research interest with the target demographic. In order to analyze the data that was be gathered from the respondents, the researchers used frequency distribution or percentage method as well as weighted mean and analysis of variance. The results of the survey showed that there is no significant relationship between the demographic profile and perceived customer satisfaction. As a result, it may be argued that a customer’s demographic profile has no bearing on their assessment of service quality. The researchers suggest that it is advised that the customer’s point of view be given more weight. Customers’ needs should be understood by food delivery service providers such as GrabFood and Foodpanda.

Keywords: Customer Satisfaction, Food Delivery Services, Perceived Customer Satisfaction, Demographic Profile, Service Quality