Author: KYMWELL R. HINLAYAGAN

Issue: 2022-2023

Abstract:

The purpose of this study was to investigate the relationship of customer intention, customer expectation, customer experience, customer satisfaction, and customer loyalty among food delivery business. Descriptive correlational design was utilized in this study. The data were obtained from the 540 food delivery business customers in Davao Region, Philippines. Sets of questionnaires were used as instruments. Pearson’s product moment correlation was used to determine the interrelationships between customer intention, customer expectation, customer experience, and customer satisfaction to customer loyalty. Multiple linear regression was performed to determine the significant predictor of customer loyalty. Structural equation model was utilized to analyze the relationships among the variables. The findings of the study revealed that the level of customer intention, the level of customer expectation, the level of customer experience, the level of customer satisfaction, and the level of customer loyalty as perceived by the customers of the food delivery business were all rated high. Moreover, customer intention, customer expectation, customer experience, and customer satisfaction were highly correlated to customer loyalty. Furthermore, all exogenous variables have a significant direct influence on the endogenous variable. Lastly, the final model passed all the goodness of fit indices criteria.

Keywords: Customer Intention, Expectation, Experience, Satisfaction, Loyalty, Food Delivery Business.