Level of Customer Satisfaction of Selected Online Food Delivery Services at Novaliches Quezon City: Towards Customer Loyalty

Vol.4, No.1

Abstract

The process of delivering food from restaurants via the Internet is known as online food
delivery. It is used by applications such as Grab Food and Food Panda or other third-party
food delivery apps that can see the promos released by the store, and it can be delivered.
Online food delivery provides a service that leads to satisfied customers in terms of delivery
time, food quality, promotions, discounts, and so on. The purpose of this research is to find out
if the customers are satisfied with the online food delivery services at Novaliches Quezon City
of the chosen provider by the researcher, who is Grabfood, Foodpanda, and other third-party
food delivery applications.

The results of this study reveal that the total level of customer satisfaction with online food
delivery evaluated as the majority are “satisfied” in terms of friendly user app, time of delivery,
the behavior of delivery, freebies/promos, mode of payment, plenty to choose to menu, and
discount; but there is one variable that came out in the result “dissatisfied” it is the quality of
products, more customers experienced the packaging is not good condition, the product is
already messed up, misassembled product and last wrong item when delivered. The study’s
findings show that one of the most common problems encountered by online food delivery is
long delivery time. With the frequency of 66 over 100 respondents, the respondents are mostly
waiting for a long delivery time.

The researchers recommended that the mobile application for food delivery must have a clear
procedure, especially for its new users. Furthermore, delivery riders must give more
information about the condition of the product and inform the customer about the delivery
period to avoid cancellation and complaints. The researchers also recommend practicing
various interactions, learning better communication, improving problem-solving skills, and
transforming into better people when dealing with customers.