Satisfaction of PUP Graduate School Student Customers on Food E-Commerce

Abstract

In the Philippines, e-Commerce has grasped a stronghold, especially in this era when lifestyle is heavily intertwined with technology and the Internet. In this paper, the researcher sought to assess the level of customer satisfaction of PUP Graduate School Students on Food e-Commerce. The select respondents are currently enrolled in the 2nd Semester of AY 2017-2018. This study aimed to assess the level of satisfaction and address the study hypothesis on whether there is a significant difference in the level of customer satisfaction if the respondents are grouped according to their profile. Frequency and Percentage Distribution, Weighted Mean, t-Test, ANOVA and Ranking were employed as statistical tools. Majority of the respondents belonged to the 25-34 years old bracket, female, single and preferred big players/major fast-foodjoints in transacting in food e-Commerce. Most respondents order food online once a month and have been transacting for less than a year. The overall assessment of the respondents on food e-commerce in terms of functional threshold/physiological attributes (GM=3.91), convenience (GM=3.96), delivery and return (GM=3.52), financing and modes of payment (GM=3.51), quality of food (GM=3.67), pricing and discounts (GM=3.60), and security and privacy (3.56) showed that they are all satisfied. There were no significant differences in the levels of satisfaction of the respondents when grouped according to their profile. However, issues on privacy and security are needed to be addressed through privacy seals, security tools and well-crafted policies that the customers can easily gauge. The same step is needed for delivery and return as policies are also vague and complicated for customers. Websites/apps also need to add variety and selection on their offerings, among others.