The Level of Customer Satisfaction of Selected Marketing Students On The Service Provided by Delivery Service Provider FINAL THESIS

The Level of Customer Satisfaction of Selected Marketing Students on the
service provided by Delivery Service Provider
An Undergraduate Thesis
Presented to the Faculty of the School of Business Management and
Accountancy Divine Word College of Legazpi
Legazpi City
In partial fulfillment of the requirements for the degree of
Bachelor of Science in Business Administration
Major in Marketing Management
by
ANNA MARIE B. ARINGO
NORIEL D. DALIVA
2022
RECOMMENDATION FOR FINAL ORAL EXAMINATION
In partial fulfillment of the requirements for the degree of Bachelor of

Science in Management and Accountancy, this thesis entitled: “The Level of
Customer Satisfaction of Selected Marketing Students on the service
provided by Delivery Service Provider” prepared and submitted by ANNA
MARIE B. ARINGO and NORIEL D. DALIVA is hereby submitted to the Thesis
Committee for consideration and approval.
CRIS JOHN P. LORENA, IEWP, BSBA-MM, PCM

Thesis Adviser
THESIS COMMITTEE
In partial fulfillment of the requirements for the degree of Bachelor of
Science in Management and Accountancy, this thesis entitled: “The Level of
Customer Satisfaction of Selected Marketing Students on the service
provided by Delivery Service Provider” prepared and submitted by ANNA
MARIE B. ARINGO and NORIEL D. DALIVA is hereby recommended for final
oral defense.
TRESSA ADELFA M. MORTOLA, CPA, PhD, LPT

Chairperson
AGNES V. SOMERA, MBA Miriam K. Manalo,LPT Ed.D MBA

Member Member
ii
RESULT OF THE ORAL EXAMINATION
Candidate(s): ARINGO, ANNA MARIE B. (BSBA-MM)

DALIVA, NORIEL D. (BSBA-MM)
Thesis Title: THE LEVEL OF CUSTOMER SATISFACTION OF SELECTED

MARKETING STUDENTS ON THE SERVICE PROVIDED BY
DELIVERY SERVICE PROVIDER
Place : SBMA Defense Room
Date :
Time :
PANEL OF EXAMINERS ACTION TAKEN
TRESSA ADELFA M MORTOLA, CPA, PhD, LPT ________________

Chairperson
AGNES V. SOMERA, MBA ________________

Member
Miriam K. Manalo, LPT Ed.D MBA ________________

Member

Thesis Adviser
iii
APPROVAL SHEET
Upon the recommendation of the Thesis Committee / Panel of Examiners,

this thesis entitled: “The Level of Customer Satisfaction of Selected
Marketing Students on the service provided by Delivery Service Provider”
prepared and submitted by ANNA MARIE B. ARINGO and NORIEL D.
DALIVA is hereby APPROVED in partial fulfillment of the requirements for the
degree of Bachelor of Science in Management and Accountancy.

Class Adviser, Business Thesis
CHONA S. BERNARDO, M.Econ, LPT

Dean, School of Business, Management and Accountancy
iv
EDITOR’S CERTIFICATION
This is to certify that the thesis entitled: “The Level of Customer

Satisfaction of Selected Marketing Students on the service provided by
Delivery Service Provider” prepared and submitted by ANNA MARIE B.
ARINGO and NORIEL D. DALIVA in partial fulfillment of the requirements for the
degree of Bachelor of Science in Management and Accountancy, has been
edited by the undersigned, and reviewed to conform to the institutional format of
Divine Word College of Legazpi School of Business Management and
Accountancy and elements of technical writing.
Issued this _____ day of ________, in the year of our Lord 2022 at Divine
Word College of Legazpi, the Philippines.
ANNIE V. LLEDO, MAEd, LPT

Editor
v
ACKNOWLEDGEMENT
We would like to thank Father President Rev. Fr. Nielo M. Cantillado,
SVD for demonstrating and teaching us the right path of Jesus Christ, our Lord,
and Savior, for providing wisdom, strength, and knowledge in creating
opportunities, for providing guidance in helping us overcome all of the trials that
we faced, and for providing strength to complete the tasks that needed to be
completed. Thank you, and God bless you!
CHONA S. BERNARDO, MECON LPT, the dean of School of Business
Management and Accountancy, for supporting our research and motivating us to
strive hard;
Tressa Adelfa M. Mortola, LPT, CPA, Ph.D, the chairperson of the
thesis committee, for her guidance, recommendation and comments in our study
to be better and valuable;
Agnes V. Somera, MBA and Miriam K. Manalo,LPT Ed.D MBA, our
wonderful panelists, for demonstrating and educating us on how to conduct this
study successful, meaningful and to make it possible. With your sincere
assistance, patience, experience, and recommendations, we are able to make
the research successful. Thank you and God be with you!
CRIS JOHN P. LORENA, IEWP, BSBA-MM, PCM, our dedicated adviser,
who shared his knowledge and guided the researchers in the making of this
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study, for being supportive to us in revising our research, by suggesting and
mentoring us. Thank you for your time and consideration, and may God bless
you!
Third year and Fourth year Marketing Students, the respondents, an
appreciation to those who have taken part in this survey for giving up their time in
answering the questions for this study, without them the data gathered will never
be attained. Thank you!
This research paper is possible thanks to our Beloved Parents,
Professors, and, most importantly, GOD, who gives us strength and allows us
to understand the task. Thank you to the researcher who contributed to the
achievement of this study through hard work and cooperation. Keep striving!
vii
ABSTRACT
ARINGO, ANNA MARIE B. “The Level of Customer

Satisfaction of Selected Marketing
DALIVA, NORIEL D. Students on the service provided
by Delivery Service Provider”
(Unpublished Undergraduate Thesis
Presented to School of Business,
Management, and Accountancy -
Divine Word College of Legazpi’
Legazpi City, December 2022)
A food delivery service provider is an online delivery platform created in an

application or website linked to a particular restaurant that prepares and accepts
the customer orders. Customers can quickly and conveniently order their favorite
foods by clicking on an app and ordering it regardless of time and place as long
as they can afford it via cash on delivery, credit, or e-cash. Convenience is one of
the main reasons why people purchase and patronize food delivery services. The
study aimed to determine the level of customer satisfaction of selected marketing
students on the service provided by delivery service providers such as
Foodpanda and Grabfood. The following are the statement of the problem that be
addressed. (1) The profile of the respondents in terms of gender, age, residence,
preferred delivery service provider, and frequency of purchase. (2) The
comparable marketing concepts applied by the different delivery service
providers in terms of service, price, place, and promotion. (3) Level of satisfaction
in terms of affordability, reliability, accessibility, and value for money. The study
used a survey questionnaire to assess the level of satisfaction of the seventy (70)
respondents with the use of frequency, weighted mean, and ranking as the
statistical tool to measure, analyze, and interpret the results of the study.
The results confirmed that, majority of the respondents are female than
males. Age between 18-25 from Legazpi. Foodpanda is the most preferred
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delivery service provider than Grabfood. Foodpanda respondent’s frequency
purchase prefers to order food one time, afternoon snack, in Saturday. Grabfood
respondent’s frequency purchase prefers to order food one time, noon, in
Thursday. Findings show, in the comparable marketing concepts applied by the
different delive ost satisfied, and Grabfood, in terms of service, ranked as 1, as
the most highly ry service provider. Foodpanda, in terms of place, ranked as 1,
as the m satisfied marketing concept applied based on the level of satisfaction of
the respondents. In the results of level of satisfaction, Foodpanda, in terms of
reliability, ranked as 1, as the most highly satisfied, and Grabfood, in terms of
value for money, ranked as 1, as the most satisfied based on the level of
satisfaction of the respondents on the level of satisfaction applied by the delivery
service provider. It is recommended that Foodpanda improve more their
marketing concept, especially on the price to have a better marketing concept to
increase the level of satisfaction of the costumers. Grabfood needs to develop
new strategies and their marketing concept in terms of place/distribution of
goods, to increase their costumers and better retention.
Keywords: Food delivery service provider, service, marketing concept, level of

satisfaction
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TABLE OF CONTENTS
TITLE PAGE I
RECOMMENDATION FOR FINAL ORAL EXAMINATION II
THESIS COMMITTEE II
RESULT OF THE ORAL EXAMINATION III
APPROVAL SHEET IV
EDITOR’S CERTIFICATION V
ACKNOWLEDGEMENT VI
ABSTRACT VIII
TABLE OF CONTENTS X
CHAPTER I THE PROBLEM AND ITS SETTING

Introduction 1
Statement of the Problem 3
Scope and Delimitation 4
Significance of the Study 4
CHAPTER II REVIEW OF RELATED LITERATURE AND STUDIES

Delivery Service Provider 6
Online Food Providers and their Delivery System 7
Marketing Mix/ Strategy 8
About Foodpanda 8
Foodpanda’s Business Model 9
About GrabFood 10
GrabFood Marketing Strategy 10
Consumer Satisfaction for Delivery Service Provider 11
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Affordability 12
Delivery Reliability 12
Accessibility 13
Value for money 13
Online Food Delivery service 14
Factors Affecting Organizational Success:
A Case Study of Foodpanda 15
Measuring Service Quality of Food Delivery Services 16
Synthesis of the State of the Art 17
Gap Bridged by the Study 18

Theoretical Framework of the Study 20
Conceptual Framework 20
Definition of Terms 23
CHAPTER III RESEARCH METHODOLOGY

Research Design 26
Sources of Data 27
Respondents of the Study 27
Research Instrument 28
Data Gathering Procedure 28
Statistical Tools 29
CHAPTER IV PRESENTATION, ANALYSIS AND

INTERPRETATION OF DATA
Respondents profile 30
Frequency of ordering food 31
Frequency of ordering food (Foodpanda) 31
Frequency of ordering food (Grabfood) 33
The comparable marketing concepts applied by the
different delivery service provider such as Foodpanda
and Grabfood 35
Marketing Concept in
terms of Service, Price, Place,
Promotion (Foodpanda) 34
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Marketing Concept in terms of Service, Price, Place,
Promotion (Grabfood) 37
The level of satisfaction 41
The level of satisfaction in terms of Affordability, Reliability,
Accessibility, and Value for Money (Foodpanda) 41
Accessibility, and Value for Money (Grabfood) 44
CHAPTER V SUMMARY, FINDINGS, CONCLUSIONS, and

RECOMMENDATIONS
Summary 47
Findings 48
Conclusions 49
Recommendations 52
Areas for Further Study 53
References 54
APPENDICES
Appendix A
Request Letter to conduct a survey and list of third –
fourth year marketing students 57
Appendix D
Survey Questionnaire 58
CURRICULUM VITAE 61
LIST OF TABLES
NUMBER Title PAGE

1 Respondents Profile 30
1.2 Frequency of ordering food (Foodpanda) 32
1.3 Frequency of ordering food (Grabfood) 33
2 Marketing Concept in terms of Service, Price,
Place, Promotion (Foodpanda) 35
2.1 Marketing Concept in terms of Service, Price,
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Place, Promotion (Grabfood) 38
3 Level of satisfaction in terms of Affordability,
Reliability, Accessibility, and Value for Money
(Foodpanda) 41
3.1 Level of satisfaction in terms of Affordability,
Reliability, Accessibility, and Value for Money
(Grabfood) 44
LIST OF FIGURES
FIGURE 1 Theoretical Paradigm 21
FIGURE 2 Conceptual Paradigm 28
CHAPTER I
THE PROBLEM AND ITS SETTING
Introduction
In this digital age, the internet is one of the most advanced technologies
created across the globe. Internet demands are rising because of the advanced
use in communication, transferring data, gathering information, and using it in
business, just like the food delivery services that have been very useful at this
time. According to Knowledge of Design Week (2022), the food delivery industry
is one of the advanced technologies that benefit from it. Almost everyone uses
and patronages this kind of service because it helps their daily lives by giving
them easy access to order anything they crave.
A food delivery service provider is an online delivery platform created in an
application or website linked to a particular restaurant that prepares and accepts
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their order. With the appearance of delivery applications, customers can quickly
and conveniently provide or order their favorite foods by clicking on an app and
ordering it regardless of time and place as long as they can afford it via cash on
delivery, credit, or e-cash. Convenience is one of the main reasons why people
purchase and patronize food delivery services. It saves clients time by allowing
them to choose from a range of eateries and by storing their payment
information. Through this, restaurants can send food to clients' doorsteps through
online food delivery applications such as Foodpanda and Grabfood. Due to the
increasing working population and the frantic work-life culture in cities, the
concept of food delivery is swiftly gaining attraction.
Especially here in the Philippines, according to a survey conducted by
Rakuten Insight in the Philippines, seventy-one (71) percent of the respondents
stated ordering more food through food delivery apps due to the imposed closure
of all restaurants during the COVID-19 pandemic as of June 2020. With this new
norm, Food delivery service providers Foodpanda and Grabfood responded to
this crisis with an alternative way to order food by giving contactless options.
Food delivery service providers can assist through phone, laptop, or tablet with
just one click without going out of their homes and help them to avoid traffic
behind their wheel. Food delivery service providers’ quality of services and food
positively impacts customer satisfaction. It includes food style, personnel attitude,
delivery speed, food price, sales promotion, and a user-friendly app with rating
and feedback options to express their satisfaction with the product and the
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services. As a result, with its effectiveness and popularity, Food delivery service
providers Foodpanda and Grabfood emerged in Legazpi city to provide service
and satisfy every customer with convenience.
The purpose of this study is to determine the level of satisfaction of the
selected marketing students of Divine Word College of Legazpi on how satisfied
are them, on the marketing concept applied in terms of service, price, place, and
promotion and analyze their level of satisfaction with their preferred delivery
service providers such as Foodpanda and Grabfood.
Statement of the Problem
The study aimed to determine the level of customer satisfaction of
selected marketing students on the service provided by delivery service
providers. The research study seeks to answer the following question:
1. What is the profile of the respondents in terms of:
a. Gender
b. Age
c. Present address
d. Preferred Delivery Service Provider
e. Frequency of Purchase
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2. What are the comparable marketing concepts applied by the different delivery
service provider?
In terms of:
a. Service
b. Price
c. Place
d. Promotion
3. What is the level of satisfaction?
In terms of:
a. Affordability
b. Reliability
c. Accessibility
d. Value for Money
Scope and Delimitation
The scope of this study aimed to know the level of customer satisfaction of
selected marketing students on the service provided by delivery service
providers. The researcher seeks answers on how delivery service providers'
marketing concepts impact consumer satisfaction levels in the selected
marketing students. The scope of this study is limited only to marketing students
of Divine Word College of Legazpi in their third and fourth years that use food
delivery services such as Foodpanda and GrabFood provided by the Delivery
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service provider. That gives the researchers accurate data because of prior
knowledge of 3rd and 4th year marketing students about marketing.
Students of Accountancy, Engineering & Computer Studies, Education,
Arts and Science, Nursing, Management Accounting, Hospitality Management,
Business Administration major in Financial Management, Human Resource
Management, and Marketing Management first and second-year students, and
other schools and universities will served as the delimitation of this study.
Significance of the Study
This study served as source of reference and knowledge about the level
of customer satisfaction of selected marketing students of Divine word college of
Legazpi on the service provided by the delivery service providers. The result of
this study will be significantly beneficial to the following:
Customers of the Foodpanda and Grabfood: This study will serve as a
reference to the customers with regard to choosing which service provider can
provide their needs and wants.
Merchants associated to the delivery service providers: This study will help
business owner’s review and evaluate the service or products provided by
delivery service providers to the customer. The result of this study will guide the
merchants in improving their products and the service provided by the delivery
service provider in improving its service.
Future Researcher: This study will serve as a reference for the future
researcher whose study is in connection with the present study about the level of
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customer satisfaction of selected marketing students on the service provided by
delivery service provider.
CHAPTER II
REVIEW OF RELATED LITERATURE AND STUDIES
This chapter includes the related literature and research conducted by the
researchers, which will provide background information and relevance for
understanding the current study and using it as a reference to determine the level
xviii
of customer satisfaction of selected marketing students on the service provided
by delivery service provider.
Delivery Service Provider
A delivery service provider is a third-party business that provides services
to companies, people, and other parties. Businesses that want to distribute their
products and services to customers have the option of using a third-party delivery
service provider. Companies can contract with a third-party delivery service to do
these tasks rather than using their cars and personnel. These providers can
handle the job load and maintain an efficient delivery process for the business
(Wingo, 2022).
The delivery service provider has the process of providing services to
customers across all available channels. The planning, designing, implementing,
and supporting of services are among the several tasks involved in this process.
A delivery service provider is essential to business because it helps
organizations achieve their objectives, increase income while cutting expenses,
and analyze their services and the people who deliver them to improve their
operations. Because of this, organizations must take care to select the best
service providers for each job. Also, the delivery service provider is usually
referred to as third-party contractors or suppliers who are not part of the
organization’s staff (Rusell, 2021).
Online Food Providers and their Delivery System
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Food delivery is a courier service in which a restaurant, store, or
independent food delivery company delivers food to a customer. An order is
typically made through a restaurant, grocer's website, phone, or food ordering
company. The delivered items can include entrees, sides, drinks, desserts, or
grocery items and are typically delivered in boxes or bags. The delivery person
will generally drive a car, but in bigger cities where homes and restaurants are
closer, they may use bikes or motorized scooters. Depending on the delivery
company, customers can choose to pay online or in person, with cash or a card
(Definitions, 2022).
Food delivery providers can be categorized as being either Restaurant-to-
Consumer Delivery or Platform-to-Consumer Delivery operations. Restaurant-to-
Consumer Delivery providers make the food and deliver it, as typified by
providers, such as KFC, McDonald’s, and Domino’s. The order can be made
directly through the restaurant’s online platform or via a third-party platform.
These third-party platforms vary from country to country. Third-party platforms
also provide online delivery services from partner restaurants which do not
necessarily offer delivery services themselves, a process which is defined as
Platform-to-Consumer Delivery (Li, 2020).
Marketing Mix/ Strategy
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Marketing professor and author E. Kevin McCarthy originally presented the four
Ps classifications for creating an efficient marketing plan in 1960. E. Kevin
McCarthy stated that a complete marketing plan must include a variety of areas
of focus in order for the marketing mix to be effective. The term often refers to a
standard classification that began as the four Ps: product, price, placement, and
promotion (Kenton, 2020).
Product - Represents an item or service designed to satisfy customer
needs and wants. To effectively market a product or service, it's important to
identify what differentiates it from competing products or services.
Price - The sale price of the product reflects what consumers are willing to
pay for it. Pricing based primarily on consumers' perceived quality or value is
known as value-based pricing.
Place - The type of product sold is important to consider when
determining areas of distribution.
Promotion - Joint marketing campaigns also are called a promotional mix.
Activities might include advertising, sales promotion, personal selling, and public
relations.
About Foodpanda
Foodpanda, based in Manila's food business district, provides city dwellers
with the most convenient option to order high-quality meals. Our mission is
straightforward: to become the world's quickest and most innovative company in
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the excellent food area. The best articles are written at foodpanda with creativity,
wit, and a clear understanding of local cuisine culture (Foodpanda,2021).
Foodpanda’s Business Model
Foodpanda is an online food delivery marketplace that connects users to
different food establishments. It maintains one of the most prominent apps for
ordering from restaurants. Users can search through various menus and order
items for pickup or delivery to their homes at the most affordable price (Kumar,
2021). The Foodpanda marketing strategy is as follows:
Experience (Service) - Foodpanda ensures a healthy and delectable
eating experience without the hassle of traveling or pre-planning. It connects
customers to the restaurants of their choice. After choosing the meal, you will
receive an SMS (Short Message Service) on your order confirmation and
estimated delivery time. Foodpanda also lets you see and upload reviews of the
restaurants you visit. Customers can comment on the delivery, sales process,
taste, and overall impression.
Price - Foodpanda has grown quite popular as a result of its cost-effective
pricing strategies. It has implemented a value-added pricing approach, which
ensures that clients receive high-quality cuisine at a reasonable price. Customers
of Foodpanda are rewarded with discounts and exclusive deals. Foodpanda
stands out in the congested meal delivery industry thanks to this treatment, which
ensures client retention.
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Place/Distribution Network- Foodpanda is owned by Germany-based
'Delivery Hero SE' and lets customers order food from restaurants and other
dining places through its website and mobile app.
Promotion - The company informs its consumer base through email
about food festivals, special deals, and other incentives. Foodpanda uses social
media platforms to launch its advertisements. It has a Facebook page for regular
updates and interactions as well as to maintain visibility and brand value.
About GrabFood
GrabFood is a food delivery service that connects customers and local
restaurants. After we get your order through GrabFood, we designate one of our
delivery partners to pick it up from the restaurant and deliver it to you. Based on
what is available nearby, GrabFood offers a range of food, including Filipino,
Western, Asian, European, Fusion, and more. As we grow, we will continue to
provide more options and variety as we expand (GrabFood, 2018).
GrabFood Marketing Strategy
Filipino consumers voted GrabFood as their most often-used meal
delivery platform in the Philippines in 2019. GrabFood has maintained its position
for ten months by expanding its service to more cities and providing new services
and cutting-edge solutions for Filipinos (Grab, 2019). The GrabFood marketing
strategy is as follows:
Product/ Service - GrabFood can position itself as the go-to service when
one is missing mom’s cooking or misses being home. GrabFood can also hit the
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sentiments of those who work late and don’t have enough time to cook delicious,
healthy meals that taste like those made at home. Connecting to eater’s
emotions can help bring them back to the app, driving retention.
Price - The order’s total cost includes the price of the menu items that you
ordered, plus a delivery fee. The delivery fees help us pay our drivers and
provide the best service possible. Please note that the variable delivery fee may
apply to certain areas, times, and certain merchants.
Place/ Distribution – Direct marketing efforts through Email and the app.
Grab also advertises on many social media channels, such as Facebook,
Youtube, and Google.
Promotion - Email marketing. Due to its inexpensiveness, email
marketing has become an integral component of Grabfood's marketing strategy.
It is also worth noting that it is much easier to send promotional emails to existing
customers than to use direct emails.
Consumer Satisfaction for Delivery Service Provider
Since customers are the most crucial component of e-businesses,
customer satisfaction must come first in everything we do. When offering a
delivery service, nothing changes in this regard. It includes offering simple
delivery service options on the website and acknowledging the order by email
after the purchase. Therefore, providing a delivery window helps ensure that
customers will be satisfied with their experience and revisit the store (Smith,
2019).
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Also, it was found that digital applications have become one of the fastest-
growing trends in food delivery since consumers today have the freedom to
select from a variety of cuisines from a range of food suppliers listed in the e-
commerce area, wherever they may be. The user's convenience has risen thanks
to additional features, including no minimum order value and a wide range of
payment choices like net banking, digital wallets, and cash on delivery.
(Thamaraiselvan et al, 2019).
Affordability
Affordability means that something is low, reasonable in price, and accessible to
most people. A product or service that is reasonably priced will fit most people's
budgets. Regarding the Affordability of Delivery Service providers, choose
express or same-day delivery from the list of affordable delivery service providers
who want packages delivered as soon as possible and deal with perishables.
Customers can also choose cash-on-delivery, in which they pay the delivery
riders in cash. Within a few minutes or hours, express courier services carry
goods from one doorstep to another. The delivery cost may vary depending on
the job's speed and urgency, and if reserved, the service is days in advance
(Aubrey, 2019).
Delivery Reliability
Delivery reliability (DR) is a term used to describe the number of deliveries
to customers that are considered free of any error on the part of the vendor or
shipper compared to the total number of deliveries that occur within a specified
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period of time. The idea is to determine the ratio of successful deliveries and
deliveries that still need to meet the standards set by the company operation. A
periodic review to determine the current ratio of delivery reliability can help a
company identify flaws in the delivery process and make changes that help to
minimize the number of errors that occur during the delivery process (Tatum,
2022).
Accessibility
The majority of businesses understand the value of providing excellent
customer service. Customers are more likely to become devoted and frequent
when they have an excellent customer service experience, which increases their
confidence and trust in the business. Because of this, all businesses must
provide accessible services. The term "accessibility service" refers to offering
products or services that empower or permit people with disabilities to use your
products or services. Therefore, all service providers must publish an
Accessibility Statement on their websites. The accessibility statement should
state how the service provider ensures that information regarding their products
and services’, including all information provided to most end-users, is accessible
for disabled end-users (ComReg,2020).
Value for money
Value for Money is about providing services of the right quality, level, and
cost that reflect the needs and priorities of citizens, taxpayers, and the wider
community. It is a term used to assess whether or not an organization has
xxvi
obtained the maximum benefit from the goods and services it acquires and
provides within the resources available. Judgment is therefore required when
considering whether it has been satisfactorily achieved. It not only measures the
cost of goods and services but also takes account of the mix of quality, cost,
resource use, fitness for purpose, timeliness, and convenience to judge whether
or not, together, they constitute good value (Encyclopedia of Information Science
and Technology, 2015).
Online Food Delivery service
The study entitled “Customer Satisfaction on Online Delivery Service in
Olongapo City” shows that, in terms of reliability, all three online delivery services
(OrderM, Groover, Foodpanda) received an evaluation of “Strongly Agree” this
implies that all customers of three online delivery services agreed to all of the
statement under expectation. The overall expectation means it falls under the
Likert Scale 4.21-5.00, which indicates that all respondents using the three online
delivery services “Strongly Agree” about all the above expectations. In
satisfaction literature, customers consider expectations as “predictions” about
what is likely to happen during a particular transaction. In contrast, in service
quality literature, it is viewed as the desire and wants of the customer, that is,
what they feel a service provider “should” offer rather than “would offer” (Lazaro,
De Lean, 2020).
In the study entitled “The Level of Customer’s Satisfaction towards Food
Service Delivery,” the summary of the Level of Consumer Satisfaction shows
xxvii
that; Product from food handling has a weighted mean of 3.48 with a verbal
interpretation of Satisfied and a verbal description of satisfied with the service
rendered; Promotion for service delivery has a weighted mean of 3.48 with an
oral interpretation of Satisfied and a verbal description of satisfied with the
service rendered; Price has a weighted mean of 3.44 with a vocal interpretation
of Satisfied and a verbal description of satisfied with the service rendered; Place
has a weighted mean of 3.42 with a verbal interpretation of Satisfied and a verbal
description of satisfied with the service rendered.
To sum up, the data gathered regarding the summary on the level of
consumer satisfaction shows an average and weighted mean of 3.44 with a
verbal interpretation of the satisfaction and verbal description of satisfaction with
the service rendered. It only means that the customers are satisfied with the
establishment's product, price, place, and promotion efforts.
The study entitled “Customer Satisfaction on Food Delivery Services
during Covid 19 Pandemic: A Case Study on Greenwich Pizza Restaurants in
Selected Cities in Cavite,” shows that customer satisfaction according to the
reliability of food service delivery. Regarding customer satisfaction according to
the reliability of food service delivery, the mean which got the highest rank, 3.72,
is statement number 1, which implies that the respondents have the highest
satisfaction (very satisfied) about the food delivery at the exact location. On the
other hand, the item with the lowest mean response is item number 3, where the
xxviii
respondents are satisfied with the freshness of the food. Overall, the respondents
are very satisfied with the food service delivery (Verdin L. et al., 2021).
In the study entitled “Outsourcing to Online Food Delivery Services:
Perspective of F&B Business Owners,.” It concludes that customer affordability to
pay delivery fees is ranked as the third reason for not outsourcing delivery to
third-party online delivery service providers, as suggested by respondents. As
mentioned by these restaurants, they serve food at a low price, most of which
costs less than RM10. Therefore, if they were to outsource online delivery
services, most of their food would cost the same as the fees charged by the third-
party delivery services (Goh, 2017).
Factors Affecting Organizational Success: A Case Study of Foodpanda
Based on the data collected, most of the customers are satisfied with the
services given by Foodpanda. There are 50 respondents in this survey. The
result showed that most respondents said that Foodpanda made their orders
correctly, and only a few said otherwise. The respondents' mistake in the survey
is that Foodpanda sometimes needs to make the right or left orders. Left orders
usually happen to small items such as ice cream since the 65 drivers may focus
on the main dishes. Foodpanda would give the customer an appeal voucher as
their apology for the mistakes. Delivery is mostly on time. Most of the
respondents were satisfied with the delivery services provided by Foodpanda.
The delivery is fast and on time. However, some respondents said otherwise, as
the delivery was late and the customers needed to wait more than 15 minutes
xxix
until the riders arrived with the orders. The drivers could encounter some
obstacles, such as the distance between the restaurant and the arrival point, long
queues for orders, the traffic lights, and the weather (Kamilah, 2020).
Measuring Service Quality of Food Delivery Services
The study entitled "Measuring Service Quality of Food Delivery Services:
A study of Generation Z" shows that service quality in food delivery service
providers was looked at empirically to find out how consumers perceive service
quality in food delivery service providers by identifying what dimensions bring
satisfaction." Concerning food delivery service providers, the gap scores analysis
was carried out provided answers to the asked questions. The overall perceived
service quality is low as expectations exceed perceptions meaning customers
desire more than what is offered to them as of now, this might be due to high
competitiveness in the industry. As a result of this gap, it is clear that customers
are not satisfied. Studying the perceptions and expectations of consumers, it can
be seen that none of the dimension of service quality brings consumer
satisfaction." (Dr. Benerjee, et al, 2019).
Synthesis of the State-of- Art
The related literature has a significant relationship with the present study
in determining the level of customer satisfaction of selected marketing students
on the service provided by delivery service providers of Foodpanda and
Grabfood. The different information gathered from other sources added insights
to this study.
xxx
According to (Wingo, 2022), a delivery service provider is a third-party
business that provides services to companies, people, and other parties.
Businesses can use them to deliver their products and services rather than their
cars and personnel. These providers can handle the job load and maintain an
efficient delivery process for the business. A marketing plan must include a
variety of areas of focus, according to E. Kevin McCarthy. McCarthy presented
the four P's classification for creating an efficient marketing plan in 1980. The
term marketing plan often refers to a standard classification that began as
product/service, price, placement, and promotion. Product/Service represents an
item or service that satisfies customer needs and wants. To effectively market a
product or service, it's essential to identify what differentiates it from competing
products or services. The price is the sale price of the product and reflects what
consumers are willing to pay for it. Pricing based primarily on consumers'
perceived quality or value is known as value-based pricing. The place is the type
of product sold and is important to consider when determining distribution areas.
And the promotion is a joint marketing campaign, also called a promotional mix.
Activities include advertising, sales promotion, personal selling, and public
relations.
Also, it found that digital applications have become one of the fastest-
growing trends in food delivery since consumers today have the freedom to
select from a variety of cuisines from a range of food suppliers listed in the e-
commerce area, wherever they may be. The user's convenience has risen thanks
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to additional features, including no minimum order value and a wide range of
payment choices like net banking, digital wallets, and cash on delivery.
Gap bridged by the study
The study entitled “Customer Satisfaction on Online Delivery Service in
Olongapo City” shows that, in terms of reliability, all three online delivery services
(OrderM, Groover, Foodpanda) received an evaluation of “Strongly Agree” this
implies that all customers of three online delivery services agreed to all of the
statement under expectation. The overall expectation means it falls under the
Likert Scale 4.21-5.00, which indicates that all respondents using the three online
delivery services “Strongly Agree” about all the above expectations. In
satisfaction literature, customers consider expectations as “predictions” about
what is likely to happen during a particular transaction. In contrast, in service
quality literature, it is viewed as the desire and wants of the customer, that is,
what they feel a service provider “should” offer rather than “would offer” (Lazaro,
De Lean, 2020), is similar to the study in terms of getting customer satisfaction
on online delivery service. However, their study focused on three delivery service
providers, while the present study focused on two delivery service providers,
such as Foodpanada and Grabfood.
In the study entitled “Outsourcing to Online Food Delivery Services:
Perspective of F&B Business Owners.” It concludes that customer affordability to
pay delivery fees is ranked as the third reason for not outsourcing delivery to
third-party online delivery service providers, as suggested by respondents. As
xxxii
mentioned by these restaurants, they serve food at a low price, most of which
costs less than RM10. Therefore, if they were to outsource online delivery
services, most of their food would cost the same as the fees charged by the third-
party delivery services (Goh, 2017). The studies mentioned were closely related
to the present study regarding price and affordability. However, the previous
research focused on outsourcing online food delivery services. In contrast, the
present study is focused on knowing the level of customer satisfaction on the
service provided by the delivery service provider.
The present study being conducted is different from other previous
studies’ scope. The study’s scope focused mainly on the level of customer
satisfaction of selected marketing students on the service provided by the
delivery service provider. In contrast, previous studies differ in an enormous
range of focus, respondents, and scope. The review of related studies and the
present study revealed that they are likely similar in getting customer satisfaction.
Still, no such research focused on the level of customer satisfaction of selected
marketing students on the service provided by delivery service providers. This is
the gap bridged by the study.
THEORETICAL FRAMEWORK
The Cognitive Dissonance Theory by Leon Festinger (1957). According to
Festinger, perceived dissonance causes a person's perception of certain
cognition to change. This change has a psychological reason. Since feeling the
dissonance between whatever a person thinks about the qualification of
xxxiii
something and what they realize from actual performance is unpleased and
creates discomfort in a person's mind, thus this uncomfortable feeling
encourages the person to change their idea about cognition.
According to the theory, when a specific product or service cannot meet
the customer’s expectation, negative disconfirmation will occur and leads to
customer dissatisfaction. Positive disconfirmation leads to the customer’s
satisfaction if the perceived performance of a specific product or service can
exceed the customer’s satisfaction. And when there isn’t any difference between
the customer’s expectation and the actual performance of a specific product or
service, it means perceived performance equals expectation; thus, simple
confirmation occurs. Utilizing this model will help the study evaluate the level of
customer satisfaction of the selected marketing students to analyze if they are
satisfied or dissatisfied with the marketing concept and level of satisfaction
applied by the delivery service provider.
Figure 1 shows the four components: expectations, perceived
performance, disconfirmation, and satisfaction, which can measure customer
satisfaction from the difference between expectation and experience in perceived
products or services.
Expectation
Disconfirmation Satisfaction
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Perceived
Performance
Cognitive Dissonance Theory by Leon Festinger
FIGURE 1
THEORETICAL PARADIGM
CONCEPTUAL FRAMEWORK
This study showed the solution and method used to determine the level of
customer satisfaction of selected marketing students on the service provided by
the service provider.
Figure 2 indicates customer satisfaction on the service provided as the
variable that needed to be answered to achieve the study's goal. The
respondent's gender, age, place of residence, preferred delivery service (such as
Foodpanda or Grab Food), and purchase frequency would help the study acquire
a good overview of the respondents' detailed profile information. The marketing
concept in terms of service, pricing, location, and promotion will help the
researchers to determine whether the company strategy succeeds in meeting the
preferences of the target market and audience. And the level of satisfaction in
terms of price, dependability, accessibility, and value for money will help the
xxxv
researchers to evaluate how satisfied the selected marketing students are with
the effectiveness of the marketing concept provided to them.
The framework demonstrates the significance of the respondent’s profile,
the marketing concept and the level of satisfaction with the preferred delivery
service provider in reaching the selected marketing students' satisfaction with the
service provider's offering. Each component is essential in determining how
satisfied a group of marketing students were with the services they received. The
conceptual framework will guide the researchers to determine the level of
satisfaction among a group of selected marketing students with the marketing
concept in terms of service, price, place, promotion, and level of satisfaction in
terms of affordability, reliability, accessibility, and value for money used by the
delivery service provider.
Level of Customer Satisfaction
on the service provided
Profile of the Respondents
 Gender
 Age
 Present address
 Preferred Delivery
Service Provider
 Frequency of Purchase
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Level of Satisfaction Marketing Concept
 Affordability  Service
 Reliability  Price
 Accessibility  Place
 Value for money  Promotion
FIGURE 2
CONCEPTUAL PARADIGM
Definition of Terms
The following terms are defined conceptually, how it used, and
operationally for the purpose of clarifying the words used throughout the study.
Customer Satisfaction - Customer satisfaction is defined as a measurement
that determines how happy customers are with a company’s products, services,
and capabilities. Customer satisfaction information, including surveys and
ratings, can help a company determine how to improve best or changes its
products and services.
Service – In marketing, Adrian Payne defines service as an activity that has
some element of intangibility associated with it, which involves some interaction
with customers or with property in their possession, and does not result in a
xxxvii
transfer of ownership. A condition change may occur, and service production
may or may not be closely associated with a physical product.
Marketing Students – Refers to the students that majors marketing studies and
exposed to branding and promotion of products and services, advertising,
communications, consumer behaviour, public relations, and marketing strategy
and research (Follman, 2019).
Marketing Concepts - The Marketing Concept is preoccupied with the idea of
satisfying the needs of the customer by means of the product as a solution to the
customer's problem (needs).
Delivery Service Provider - A service provider is an individual or entity that
provides services to another party. The provision of services between a service
provider and a company is typically governed by a service agreement.
Foodpanda/Grabfood – An online ordering a food delivery service that connects
local food businesses to consumer. It allows users to conveniently discover food
around their neighborhood and directly order their favorite meals online or via
mobile.
Internet - The Internet is a vast network that connects computers all over the
world. Through the Internet, people can share information and communicate from
anywhere with an Internet connection.
xxxviii
CHAPTER III
RESEARCH METHODOLOGY
This chapter presents the research methodology used to determine the
level of customer satisfaction of selected marketing students on the service
provided by delivery service provider. It contains the research design, research
xxxix
methodology, sources of data, population of the study, research instrument, data
gathering procedure, and statistical tool.
Research Design
In this study, the researchers used descriptive research to determine the
level of customer satisfaction of selected marketing students on the service
provided by delivery service providers. With the help of a survey questionnaire,
this descriptive method will assist the researchers in gathering precise data from
the respondents. The term "descriptive research" refers to a type of method that
focuses on describing the characteristics of a phenomenon or population. It can
provide and describe the critical features and information about the target
population or environment. It describes the answers to questions like what, who,
how, when, and where. Descriptive research aims to highlight the already
present data or features in the given population. In other words, descriptive
research seeks to explain the phenomenon and the reasons and assumptions
behind the specific behavior (Solanki, 2022).
Therefore, utilizing Descriptive Research will help this study to describe
the characteristics of similar marketing concepts applied by the delivery service
providers and the level of satisfaction of the selected marketing students on the
service provided by delivery service providers.
Source of Data
In this study, the researchers gathered the data from the selected
marketing students of Divine Word College of Legazpi through purposive
xl
sampling who had prior knowledge in answering the survey questionnaire as the
study's primary data. The secondary sources were from unpublished thesis study
entitled Customer Satisfaction on Online Delivery Service in Olongapo City, The
Level of Customer’s Satisfaction towards Food Service Delivery, Customer
Satisfaction on Food Delivery Services during Covid 19 Pandemic, Outsourcing
to Online Food Delivery Services: Perspective of F&B Business Owners,
Measuring Service Quality of Food Delivery Services: A study of Generation Z,
and other sources from the internet.
Respondents of the Study
The respondents of this study are the selected marketing students at
Divine Word College of Legazpi (DWCL) school year 2022-2023. The
respondents of this study will gather from two (2) year levels from the third year
(3rd) students to fourth (4th) year students that are engaging in delivery services
such as Foodpanda and Grabfood. The total respondent of this study composed
of seventy (70) marketing students from thirty (30) third-year (3rd) and forty (40)
fourth-year (4th) students. The Two (2) year levels are selected for this study
because they are the ones who have prior knowledge and insight into marketing
concepts of Marketing.
The researchers utilized purposive sampling from the selected marketing
students of Divine Word College of Legazpi to determine the level of customer
satisfaction of selected marketing students on the service provided by the
delivery service providers.
xli
Research Instrument
The researchers used a survey questionnaire in this study. This survey
questionnaire will give the researchers the advantage of gathering the data
precisely and organized in a short period of time. The survey questionnaire was
formulated to determine the level of customer satisfaction of selected marketing
students on the service provided by the delivery service provider at the selected
student of Divine Word College of Legazpi. The survey questionnaire is divided
into three (3) parts; the first part is the respondent’s profile of the respondents:
gender, age, residence, preferred delivery service provider, and frequency of
purchase. The second part is the marketing concepts applied by the delivery
service provider (Foodpanda and GrabFood) in terms of service, price, place,
and promotion. The third part is the respondent’s level of satisfaction in terms of
affordability, reliability, accessibility, and Value for money.
Data Gathering Procedure
This study used a purposive method to gather data from the selected
marketing students that use delivery services like Foodpanda and Grab food.
First, the researchers will send a letter to the registrar and from our Dean of
Divine Word College of Legazpi to request permission to get the total number of
selected marketing students and permit them to conduct the survey. Then, the
researchers will distribute the survey questionnaire personally to those selected
marketing students in their vacant time.
Statistical Tools
xlii
The data gathered from the respondents is analyzed and interpreted using
the statistical tool. The researchers will be using the formula shown below:
Frequency distribution: Frequency distribution is the representation of
observation for each possible value variable using graphs and frequency tables
obtained from data of individuals or groups.
Weighted Mean: A weighted mean is a statistical tool that calculates an average
by multiplying by a number (weight) based on the relative importance of each.
The level of Satisfaction of selected marketing students on the service provided.
Scale Range Adjective Rating
3 2.50 – 3.00 Highly Satisfied
2 1.50 – 2.49 Moderately Satisfied
1 1.00 – 1.49 Not Satisfied
Ranking – An efficient data collection technique to understand the respondent’s
perception or preference for an item or specific criteria.
CHAPTER IV
PRESENTATION, ANALYSIS AND INTERPRETATION OF DATA
xliii
This chapter presents the findings, analysis, and interpretations of data
and information concerning the respondent’s profile of selected marketing
students, the comparable marketing concepts applied by the different delivery
service providers, such as Foodpanda and Grabfood, in terms of service, price,
place, and promotion, and the level of satisfaction in terms, of affordability,
reliability, accessibility, and value for money.
1. Respondents profile
The respondent’s profile presents the profile of the selected marketing
students at Divine Word College of Legazpi. Such as age, gender, present
address, a preferred delivery service provider such as Foodpanda and Grabfood,
and frequency of ordering food in terms of times of order in a week, the meal of
the day usually order, and what day usually order.
Table 1.
Respondents Profile
Frequency
Gender:
Male 27
Female 43
Total 70
Age:
18-25 66
26-30 1
31-36 2
37-42 1
Total 70
Present Address:
Camalig 3
Daraga 15
Albay 14
Legazpi 34
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Sorsogon 2
Oas 1
Ligao 1
Total 70
Preferred Delivery Service Provider
Foodpanda 59
Grabfood 11
Total 70
Table 1 shows the frequency of the respondent’s profile of the selected
marketing students according to gender, age, and preferred delivery service
provider. Regarding gender, the selected marketing students are female, with a
frequency of 43 and males, with a frequency of 27. In terms of age, the majority
are age 18-25 with a frequency of 66, followed by age 31-36 with a frequency of
2, age 26-30 with a frequency of 1, and age 37-42 with a frequency of 1. Under
present address, most of the respondents are from Legazpi, with a frequency of
34, followed by Albay, with a frequency of 14; Daraga (15), Camalig (3), Oas (1),
and Ligao, with a frequency of 1. The result shows that most of the selected
marketing students preferred Foodpanda, with a frequency of 59 and Grabfood,
with a frequency of 11, as their preferred delivery service provider.
Frequency of ordering food
This stable covered the frequency of ordering food in terms of how many
times of order in a week, the meal of the day usually order, and what day usually
order by the respondents of Foodpanda and Grabfood.
Table 1.2.
Frequency of ordering food (Foodpanda)
Frequency of ordering food Frequency
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1. In a week, how many times do you order?
1 26
2 14
3 11
4 3
5 2
6 0
7 3
Total 59
2. What meal of the day usually do you order?
Morning 4
Noon 18
Afternoon 7
Afternoon Snack 19
Midnight 11
Total 59
3. What day do you usually order?
Monday 6
Tuesday 4
Wednesday 7
Thrusday 2
Friday 8
Saturday 19
Sunday 13
Total 59
Table 1.2 shows the frequency of ordering food in terms of how many
times of order in a week, the meal of the day they usually order, and what day
they usually order by the respondents of Foodpanda. In terms of how many
times of order in a week, the majority of the Foodpanda respondents ordered
once with a frequency of 26, ordered two times with a frequency of 14, ordered
three times with a frequency of 11, ordered four times with a frequency of 3,
ordered seven times with a frequency of 3, ordered five times with a frequency of
2, and ordered six times in a week with a frequency of 0, with a total of 59
frequency. In terms of the meal of the day usually order, the majority of the
xlvi
Foodpanda respondents ordered a meal in the afternoon snack with a frequency
of 29, ordered a meal in the noon with a frequency of 18, ordered a meal in the
midnight with a frequency of 11, ordered a meal in the afternoon with a frequency
of 7, and ordered a meal in the morning with a frequency of 4, with a total of 59
frequency. In terms of what day they usually order, the majority of the
Foodpanda respondents ordered on Saturday with a frequency of 19, ordered on
Sunday with a frequency of 13, ordered on Friday with a frequency of 8, ordered
on Wednesday with a frequency of 7, ordered in Monday with a frequency of 6,
ordered in Tuesday with a frequency of 4, and ordered in Thursday with a
frequency of 2, with a total of 59 frequency.
Table 1.3.
Frequency of ordering food (Grabfood)
Frequency of ordering food Frequency

1 5
2 4
3 1
4 1
5
6
7
Total 11
Morning 0
Noon 6
Afternoon 1
Afternoon Snack 3
Midnight 1
Total 11
Monday 0
Tuesday 1
xlvii
Wednesday 2
Thrusday 5
Friday 1
Saturday 2
Sunday
Total 11
Table 1.2 shows the frequency of ordering food in terms of how many
times of order in a week, the meal of the day they usually order, and what day
they usually order by the respondents of Grabfood. In terms of how many times
of order in a week, the majority of the Grabfood respondents ordered once with a
frequency of 5, ordered two times with a frequency of 4, ordered three with a
frequency of 1, ordered four times with a frequency of 1, ordered five times, six,
and seven times with a frequency of 0, with a total of 11 frequency. In terms of
the meal of the day usually order, the majority of the Grabfood respondents
ordered a meal at noon with a frequency of 6, ordered a meal in the afternoon
snack with a frequency of 3, ordered a meal at midnight with a frequency of 1,
ordered a meal in the afternoon with a frequency of 1, and ordered a meal in the
morning with a frequency of 0, with a total of 11 frequency. In terms of what day
they usually order, the majority of the Grabfood respondents ordered on
Thursday with a frequency of 5, ordered on Saturday and Wednesday with the
same frequency of 5, ordered on Friday and Tuesday with the same frequency of
1, and ordered on Monday with a frequency of 0, with a total of 11 frequency.
xlviii
2. The comparable marketing concepts applied by the different delivery
service provider such as Foodpanda and Grabfood
This section covered the comparable marketing concepts applied by the
different delivery service providers, such as Foodpanda and Grabfood, in terms
of service, price, place, and promotion.
Table 2.
Marketing Concept in terms of Service, Price, Place, Promotion
(Foodpanda)
Delivery Service Provider marketing Weighted Adjective Ranking

strategy/concept mean Rating
Service
Perceived quality Delivery Service 2.38 Moderately
satisfied
Estimated time of Delivery/ speed of Moderately 3
Delivery 2.28 satisfied
Customer Service when there is a Moderately
complaint about the order. 2.33 satisfied
2.33 Moderately
Overall mean satisfied
Price
The cost given (such as delivery fee and
tax) by the delivery service provider has a Moderately
good value. 2.23 satisfied
Prices indicated on the Platform are as at

Moderately 4
the time of each Order and may be subject
to change. 2.30 satisfied
The product price given by the delivery Moderately

service provider fits the customer’s budget. 2.35 satisfied
Moderately
Overall mean 2.29 satisfied
xlix
Place
Provide a variety of food products and Moderately
brands from food manufacturers. (to sell 2.47 satisfied
and trade their products to reach the target
audience, particularly those who don't 1
usually visit stores or live a distance from
them).
Ability to deliver food from 7-10 km from the Moderately
delivery address to bring more restaurants 2.33 satisfied
and shops closer to customers.
Availability of local food stores (karinderya,
turo-turo) and fast food restaurants 2.35 Moderately
(McDonalds, Jollibee, Greenwich, Etc) in satisfied
the Food delivery Platform.
Moderately
Promotion
Provides discounts through email.
2.25 Moderately
satisfied
The Food Delivery service provider
advertises and promotes the products using Moderately 2
social media channels (Facebook, Twitter, 2.42 satisfied
Instagram, YT adds, etc.).
Delivery service provider offers various
coupons and discounts benefits when using Moderately
their application. 2.42 satisfied
Moderately
Legend: 2.50 – 3.00 Highly Satisfied 1.50 – 2.49 Moderately Satisfied
1.00 – 1.49 Not satisfied
Table 2.1 presents the marketing concept in terms of Service, Price,
Place, and Promotion of Foodpanda.
Under service, the leading indicator of selected marketing students as
their topmost satisfaction is the perceived quality delivery service, having a mean
of 2.38. The next topmost satisfaction is customer service when there is a
complaint about the order, with a mean of 2.33, followed by the estimated time of
l
delivery/speed of delivery, having a mean of 2.28, and ranked as 3 in the level of
customer satisfaction of selected marketing students under marketing concept
with an overall mean of 2.33 and adjective rating of moderately satisfied.
Under price, the leading indicator of selected marketing students as their
topmost satisfaction is the product price given by the delivery service provider fits
the customer’s budget, having a mean of 2.35. The next topmost satisfaction is
the prices indicated on the platform are as at the time of each order and may be
subject to change, having a mean of 2.30, followed by the cost given (such as
delivery fee and tax) by the delivery service provider has a good value, having a
mean of 2.23, and ranked as 4 in the level of customer satisfaction of selected
marketing students under marketing concept with an overall mean of 2.29 and
adjective rating of moderately satisfied.
Under place, the leading indicator of selected marketing students as their
topmost satisfaction is providing a variety of food products and brands from food
manufacturers, with a mean of 2.47. The next topmost satisfaction is the
availability of local food stores and fast food restaurants in the food delivery
platform, having a mean of 2.35, followed by the ability to deliver food from 7-10
km from the delivery address to bring more restaurants and shops closer to
customers, having a mean of 2.33, and ranked as 1 in the level of customer
satisfaction of selected marketing students under marketing concept with an
overall mean of 2.38 and adjective rating of moderately satisfied.
li
Under promotion, the leading indicators of selected marketing students'
topmost satisfaction are the food delivery service provider advertises and
promotes the products using social media channels and the delivery service
provider offers various coupons and discounts benefits when using their
application, having the same mean of 2.42, followed by it provides discounts
through email, with a mean of 2.25, and ranked as 2 in the level of customer
Table 2.1
Marketing Concept in terms of Service, Price, Place, Promotion (Grabfood)
GRABFOOD
Delivery Service Provider marketing Weighted Adjective Ranking
strategy/concept mean Rating
Service
Perceived quality Delivery Service 2.72 Highly
Satisfied
Estimated time of Delivery/ speed of Highly 1
Delivery 2.72 Satisfied
Customer Service when there is a Highly
complaint about the order. 2.72 Satisfied
Highly
Overall mean 2.72 Satisfied
Price
The cost given (such as delivery fee and
tax) by the delivery service provider has a Highly
good value. 2.54 Satisfied
Prices indicated on the Platform are as at

the time of each Order and may be subject 2.54 Highly
to change. Satisfied 3
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The product price given by the delivery M
service provider fits the customer’s budget. oderately
2.18 satisfied
Moderately
Place
Provide a variety of food products and Highly
brands from food manufacturers. (to sell 2.27 Satisfied
and trade their products to reach the target
audience, particularly those who don't 4
usually visit stores or live a distance from
them).
Ability to deliver food from 7-10 km from the Moderately
delivery address to bring more restaurants 2.36 satisfied
and shops closer to customers.
Availability of local food stores (karinderya,
turo-turo) and fast food restaurants 2.54 Highly
(McDonalds, Jollibee, Greenwich, Etc) in Satisfied
the Food delivery Platform.
Moderately
Promotion
2.54 Highly
Satisfied
The Food Delivery service provider
advertises and promotes the products using 2
social media channels (Facebook, Twitter, 2.54 Highly
Instagram, YT adds, etc.). Satisfied
Delivery service provider offers various
coupons and discounts benefits when using
their application. 2.72 Highly
Satisfied
Highly
Table 2.1 presents the marketing concept in terms of Service, Price,
Place, Promotion of Grabfood.
liii
Under service, the leading indicator of selected marketing students as
their topmost satisfaction are the perceived quality delivery service, estimated
time of delivery/speed of delivery, and customer service when there is a
complaint about the order, having the same 2.72 weighted means, and ranked as
1 in the level of customer satisfaction of selected marketing students under
marketing concept with an overall mean of 2.72 and adjective rating of highly
satisfied.
Under price, the leading indicator of selected marketing students as their
topmost satisfaction are the cost given (such as delivery fee and tax) by the
delivery service provider has a good value and prices indicated on the platform
are as at the time of each order and may be subject to change, having the same
mean of 2.54, followed by the product price given by the delivery service provider
fits the customer’s budget, having a mean of 2.18, and ranked as 3 in the level of
with an overall mean of 2.42 and adjective rating of moderately satisfied.
Under place, the leading indicator of selected marketing students as their
topmost satisfaction is the availability of local food stores and fast food
restaurants in the food delivery platform, having a mean of 2.54. The next
topmost satisfaction is the ability to deliver food from 7-10 km from the delivery
address to bring more restaurants and shops closer to customers, having a mean
of 2.36, followed by provide a variety of food products and brands from food
manufacturers, having a mean of 2.27, and ranked as 4 in the level of customer
liv
Under promotion, the leading indicator of selected marketing students as
their topmost satisfaction is the delivery service provider offers various coupons
and discounts benefits when using their application, having a mean of 2.72. The
next topmost satisfaction is it provides discounts through email, and the food
delivery service provider advertises and promotes the products using social
media channels, having the same mean of 2.54., and ranked as 2 in the level of
with an overall mean of 2.6 and adjective rating of highly satisfied.
3. Level of satisfaction
This section covered the level of satisfaction applied by delivery service
providers, such as Foodpanda and Grabfood, in terms of affordability, reliability,
accessibility, and value for money.
Table 3.
Level of satisfaction in terms of Affordability, Reliability, Accessibility,
and Value for Money (Foodpanda)
Level of Satisfaction Weighted Adjective Ranking

mean Rating
Affordability
Cost of Delivery fee 2.18 Moderately
satisfied
The Minimum order value required to order Moderately 4
food 2.32 satisfied
VAT charges and additional charges 2.15 Moderately
lv
satisfied
Moderately
Reliability
Offers Food Security/standard that
maintains the food fresh and newly cooked. 2.40 Moderately
satisfied
Provides accurate information about the M 1
product (such as name, type of food, price, 2.49 oderately
and food rating review). satisfied
Ability to request an order cancelation as
long as the food merchant has not yet 2.72 Highly
accepted the order. Satisfied
Highly
Accessibility
Offers a wide variety of food products from
different brands and types of food. 2.37 Moderately
satisfied
Food Delivery application’s location
navigation 2.35 Moderately 3
satisfied
Food delivery service provider offers 24/7 Moderately

delivery service 2.32 satisfied
Moderately
Value for Money

The delivery service fee has a good value
for the money 2.44 Moderately
satisfied
The product price provided is worth paying 2
for. 2.49 Moderately
satisfied
The product received is the same as it
advertised. 2.33 Moderately
satisfied
Moderately
lvi
Table 3.1 presents the level of satisfaction in terms of Affordability,
Reliability, Accessibility, and Value for Money of Foodpanda.
Under affordability, the leading indicator of selected marketing students as
their topmost satisfaction is the minimum order value required to order food,
having a mean of 2.32. The next topmost satisfaction is the cost of the delivery
fee, having a mean of 2.18, followed by the VAT charges and additional charges,
having a mean of 2.15, and ranked as 4 in the level of customer satisfaction of
selected marketing students under the level of satisfaction with an overall mean
of 2.21 and adjective rating of moderately satisfied.
Under reliability, the leading indicator of selected marketing students as
their topmost satisfaction is the ability to request order cancellation as long as the
food merchant has yet to accept the order, having a mean of 2.72. The next
topmost satisfaction is it provides accurate information about the product, having
a mean of 2.49, followed by it offers food security/standard that keeps the food
fresh and newly cooked, having a mean of 2.40, and ranked as 1 in the level of
customer satisfaction of selected marketing students under the level of
satisfaction with an overall mean of 2.53 and adjective rating of highly satisfied.
Under accessibility, the leading indicator of selected marketing students
as their topmost satisfaction is the offers of a wide variety of food products from
different brands and types of food, having a mean of 2.37. The next topmost
satisfaction is the food delivery application's location navigation, having a mean
of 2.35, followed by the food delivery service offers 24/7 delivery service, having
lvii
a mean of 2.32, and ranked as 3 in the level of customer satisfaction of selected
marketing students under the level of satisfaction with an overall mean of 2.34
and an adjective rating of moderately satisfied.
Under value for money, the leading indicator of selected marketing
students as their topmost satisfaction is the product price provided is worth
paying, having a mean of 2.49. The next topmost satisfaction is the delivery
service fee has a good value for the money, having a mean of 2.44, followed by
the product received is the same as it advertised, having a mean of 2.33, and
ranked as 2 in the level of customer satisfaction of selected marketing students
under the level of satisfaction with an overall mean of 2.42 and adjective rating of
moderately satisfied.
Table 3.1.
Accessibility, and Value for Money (Grabfood)
GRABFOOD
Level of Satisfaction Weighted Adjective Ranking
mean Rating
Affordability
Cost of Delivery fee 2.27 Moderately
satisfied
The Minimum order value required to order Moderately
2.36 4
food satisfied
VAT charges and additional charges 2.54 Highly

Satisfied
Moderately
Reliability
lviii
Offers Food Security/standard that
maintains the food fresh and newly cooked. 2.63 Highly
Satisfied
Provides accurate information about the
product (such as name, type of food, price, 2.63 Highly
and food rating review). Satisfied 3
Ability to request an order cancelation as
long as the food merchant has not yet 2.27 Moderate
accepted the order. Satisfied
Highly
Accessibility
Offers a wide variety of food products from
different brands and types of food. 2.63 Highly
Satisfied
Food Delivery application’s location Highly 2
navigation 2.54 Satisfied
Food delivery service provider offers 24/7 Highly

delivery service 2.63 Satisfied
Highly
Value for Money

The delivery service fee has a good value
for the money 2.63 Highly
Satisfied
The product price provided is worth paying 1
for. 2.54 Highly
Satisfied
The product received is the same as it
advertised. 2.63 Highly
Satisfied
Highly
Table 3.1 presents the level of satisfaction in terms of Affordability,
Reliability, Accessibility, and Value for Money of Grabfood
lix
Under affordability, the leading indicator of selected marketing students as
their topmost satisfaction is the VAT charges and additional charges, having a
mean of 2.54. The next topmost satisfaction is the minimum order value required
to order food, having a mean of 2.36, followed by the cost of the delivery fee,
of 2.39 and adjective rating of moderately satisfied.
Under reliability, the leading indicator of selected marketing students as
their topmost satisfaction are the offers food security/standard that maintains the
food fresh and newly cooked and provides accurate information about the
product, having the same mean of 2.63, followed by the ability to request an
order cancellation as long as the food merchant has not yet accepted the order,
selected marketing student under the level of satisfaction with an overall mean of
2.51 and adjective rating of highly satisfied.
Under accessibility, the leading indicator of selected marketing students
as their topmost satisfaction is offers a wide variety of food products from
different brands and types of food, and the food delivery service provider offers
24/7 delivery service, having the same mean of 2.63, followed by the food
delivery application's location navigation, having a mean of 2.54, and ranked as 2
in the level of customer satisfaction of selected marketing student under the level
of satisfaction with an overall mean of 2.6 and adjective rating of highly satisfied.
lx
Under value for money, the leading indicator of selected marketing
students as their topmost satisfaction is the delivery service fee has a good value
for the money and the product received is the same as it advertised, having the
same mean of 2.63, followed by the product price provided is worth paying for,
of 2.6 and adjective rating of highly satisfied.
CHAPTER V
SUMMARY, FINDINGS, CONCLUSIONS AND RECOMMENDATIONS
This chapter presents the summary, findings, conclusions, and recommendations
of the study as the result of the interpretation and analysis of the data gathered
through the survey questionnaire given. It presents the data review of the study
entitled the level of customer satisfaction of selected marketing students on the
service provided by delivery service provider.
Summary
The main objective of this study is to determine the customer satisfaction
of selected marketing students on the service provided by delivery service
providers. The researchers seek the following question. (1) What is the profile of
the respondents in terms of gender, age, present address, preferred delivery
lxi
service provider, and frequency of purchase. (2) What are the comparable
marketing concepts applied by the different delivery service provider in terms of
service, price, place, and promotion. (3) What is the level of satisfaction in terms
of affordability, reliability, accessibility, and value for money.
The study use (theory) to determine and analyze the level of customer
satisfaction of selected marketing students on the service provided by their
preferred delivery service provider.
The study utilized a descriptive method to assist the researchers in
gathering precise data from selected marketing students with a total of 70
respondents. It used frequency, weighted mean and ranking as the statistical tool
to measure, analyze, and interpret the study results.
Findings
Based on the data and analysis gathered from the selected marketing
students of Divine Word College of Legazpi, the researchers were able to arrive
at the following findings:
1. The profile of the respondents
The data gathered shows that the selected marketing students are
composed of a female total of 43 than a male with total of 27, with a majority of
ages 18-25. Most of the respondents are from Legazpi city, Albay, and Daraga.
Most of the respondents preferred Foodpanda over Grabfood as their delivery
service provider. Regarding the frequency of purchase, Foodpanda and
Grabfood respondents preferred to order food once a week. In the meal of
lxii
ordering, Foodpanda respondents preferred afternoon snacks and Grabfood
respondents preferred noon. And on the day of ordering food, Saturday is the
best for Foodpanda respondents, while Grabfood respondents preferred
Thursday.
service provider
The data gathered from the selected marketing students, with 59
respondents that preferred Foodpanda, revealed that in terms of marketing
concept applied. The Service is ranked 3, with an adjective rating of
moderately satisfied. Price is ranked 4, with an adjective rating of moderately
satisfied. Place is ranked 1, with an adjective rating of moderately satisfied.
And Promotion is ranked 2, with an adjective rating of moderately satisfied. In
contrast, the selected marketing students that preferred Grabfood, with 11
respondents, revealed that the Service is ranked 1, with an adjective rating of
highly satisfied. Price is ranked 3, with an adjective rating of moderately
satisfied. Place is ranked 4, with an adjective rating of moderately satisfied.
And Promotion is ranked 2, with an adjective rating of highly satisfied.
2. The level of satisfaction
The data gathered from the selected marketing students with 59
respondents that preferred Foodpanda revealed that in terms of level of
satisfaction applied. The Affordability is ranked 4, with an adjective rating of
moderately satisfied. Reliability is ranked 1, with an adjective rating of highly
lxiii
satisfied. Accessibility is ranked 3, with an adjective rating of moderately
satisfied. And Value for money is ranked 2, with an adjective rating of
moderately satisfied. In contrast, the selected marketing students that
preferred Grabfood, with 11 respondents, revealed that the Affordability is
ranked 4, with an adjective rating of moderately satisfied. Reliability is ranked
3, with an adjective rating of highly satisfied. Accessibility is ranked 2, with an
adjective rating of moderately satisfied. And Value for money is ranked 1 with
an adjective rating of moderately satisfied.
Conclusions
Following the above findings, the researchers concluded that the
marketing concept used by Grabfood in terms of service, price, place, and
promotion, as well as the level of satisfaction concerning affordability, reliability,
accessibility, and value for money, resulted in a level of customers satisfaction of
mostly highly satisfied. On the other hand, the survey completed by the selected
marketing students revealed that the level of customer satisfaction with
Foodpanda was mostly moderately satisfied.
The following are sets of conclusions that drawn based on the findings:
1. The profile of the respondents
The researchers concluded that the selected marketing students are more
female than male, with most respondents aged 18-25 from Legazpi, Albay, and
Daraga. Respondents preferred Foodpanda as their delivery service provider
instead of Grabfood. According to respondents from Foodpanda and Grabfood,
lxiv
they liked to order food once per week. In terms of the meal they ordered,
respondents on Foodpanda preferred afternoon snacks, and those on Grabfood
preferred noon. And when it comes to ordering meals, Saturday is the best day
for Foodpanda respondents, while Thursday was preferred by Grabfood
respondents.
service provider
The researchers concluded that of the 59 respondents that preferred
Foodpanda in terms of the marketing concept applied. The most favorable
customer satisfaction is the Place ranked as 1, with an adjective rating of
moderately satisfied, followed by promotion, service, and price, with an
adjective rating of moderately satisfied. In contrast, The 11 respondents that
preferred Grabfood concluded that in terms of marketing concept applied. The
service is the most favorable customer satisfaction, ranked as 1, with an
adjective rating of highly satisfied. Therefore, in the comparable marketing
concepts applied, most Grabfood respondents evaluated the service, with an
adjective rating of highly satisfied, ranked as 1, as the most satisfying
marketing concept used. And among the Foodpanda respondents considered,
the place, with an adjective rating of moderately satisfied, ranked as 1, as the
most satisfying marketing concept applied.
3. The level of satisfaction
lxv
The researchers concluded that of the 59 respondents that preferred
Foodpanda in terms of the level of satisfaction applied. The most favorable
level of satisfaction is reliability, ranked as 1, with an adjective rating of highly
satisfied, followed by value for money, accessibility, and affordability, with an
adjective rating of moderately satisfied. In contrast, The 11 respondents that
preferred Grabfood concluded that in terms of the level of satisfaction applied.
Accessibility and value for money are the most favorable customer
satisfaction, ranked as 1 and 2, with an adjective rating of highly satisfied,
followed by reliability and affordability, with an adjective rating of moderately
satisfied. Therefore, in the level of satisfaction applied, most Grabfood
respondents evaluated accessibility and value for money, with an adjective
rating of highly satisfied, ranked 1 and 2, as the most satisfying level of
satisfaction. And among the Foodpanda respondents considered reliability,
with an adjective rating of moderately satisfied, ranked as 1, as the most
satisfying level of satisfaction applied.
Recommendation
From the preceding discussions of findings and conclusions. The
researchers came up with the following recommendations:
It found that most of the customer level of satisfaction of selected
marketing students using Grabfood were highly satisfied but had fewer users,
rather than Foodpanda with a level of customer satisfaction of moderately
satisfied but had a lot, several users.
lxvi
It is recommended that Grabfood develop a better strategy for being
affordable in terms of the cost of delivery, as the survey gathered from the
respondents with the lowest mean and an effective strategy to convince the
customer to use their service and patronize them.
It is recommended that Grabfood improve its marketing concept in terms
of place/distribution of products, according to the survey gathered that resulted in
the last rank in terms of the marketing concept applied, to have more food
choices and increase the retention of the customers.
Also, it is recommended that Foodpanda to improve more their marketing
concept, especially in price to be more affordable according to the survey
gathered that will appreciate by the customers to increase its level of customer
satisfaction using their platform.
Areas for further study:
1. A study about the competitiveness of food delivery service provider in the
students of Divine Word College of Legazpi.
2. A study about the retention of customers towards food delivery service
providers.
3. A study about the effectiveness of marketing concept applied by the delivery
service provider.
lxvii
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Jayadevan, G.R., Natarajan, Thamaraiselvan & Chandrasekar, K S. (2019).
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services
APPENDIX A.
Request Letter to conduct a survey and list of third – fourth year marketing
students
lxxi
APPENDIX B.
lxxii
SURVEY QUESTIONNAIRE
The Level of Customer Satisfaction of Selected Marketing Students on the Service
Provided by Food Delivery Service Providers
Researchers :
Anna Marie Aringo and Noriel Daliva
BSBA Marketing Management 4
Dear Respondents,
We are 4th Year BSBA Marketing Management Students undertaking this
resesrch for our undergraduate thesis. We respectfully request your permission and kind
assistance to participate in this survey and provide as many accurate and truthful
answers as you can. The highest level of secrecy will be maintained with regard to all
information gathered.
Thank you for your cooperation.
-The Researchers
Name: (Optional) __________________________________
Gender: __________
Age: __________
Course & Year: _________________
Present Address: ___________________________________
Preferred Delivery Service Provider ___ FoodPanda ___ GrabFood
Frequency of ordering food:

☐1 ☐2 ☐ 3 ☐ 4 ☐ 5 ☐6 ☐7
☐Morning ☐Noon ☐Afternoon ☐Afternoon snack ☐Midnight
☐Monday
☐Tuesday
☐Wednesday
☐Thursday
☐Friday
☐Saturday
☐Sunday
The following questions can be answered by the following:

Legend: 3 – Highly Satisfied 2 – Moderately Satisfied 1- Not Satisfied
Delivery Service Provider marketing strategy/concept 3 2 1
Perceived quality Delivery Service
lxxiii
Service Estimated time of Delivery/ speed of Delivery
Customer Service when there is a complaint about the

order.
Provide a variety of food products and brands from

Place food manufacturers to sell and trade their products to
reach the target audience, particularly those who don't
usually visit stores or live a distance from them.
Ability to deliver food from 7-10 km from the delivery

address to bring more restaurants and shops closer to
customers.
Availability of local food stores (karinderya, turo-turo)

and fast food restaurants (McDonalds, Jollibee,
Greenwich, Etc) in the Food delivery Platform.
The cost given (such as delivery fee and tax) by the

Price delivery service provider has a good value.
Prices indicated on the Platform are as at the time of

each Order and may be subject to change.
The product price given by the deliver service provider

fits the customer’s budget.

Promotion
The Food Delivery service provider advertises and
promotes the products using social media channels
(Facebook, Twitter, Instagram, YT adds, etc.).
Delivery service provider offers various coupons and

discounts benefits when using their application.
Legend: 3 – Highly Satisfied 2 – Moderately Satisfied 1- Not Satisfied
Level of Satisfaction 3 2 1
Cost of Delivery fee
Affordability
The Minimum order value required to order food
VAT charges and additional charges
Offers Food Security/standard that maintains the food

Reliability fresh and newly cook
Provides accurate information about the product (such as
lxxiv
name, type of food, price, and food rating review).
Ability to request an order cancelation as long as the food
merchant has not yet accepted the order.
Offers a wide variety of food products from different
Accessibility brands and types of food.
Food Delivery application’s location navigation
Food delivery service provider offers 24/7 delivery service.
The delivery service fee has a good value for the money.
Value for
money The product price provided is worth paying for.
The product received is the same as it advertised.
CURRICULUM VITAE
lxxv
ARINGO, ANNA MARIE B.
P8 DSWD Resettlement Site Brgy. 56, Taysaan
Legazpi City
Mobile number: 09918800491
Email Address: yhiearingo@gmail.com
Personal Information:
Age: 22
Gender: Female
Birthdate: June 02, 2000
Religion: Roman Catholic
Citizenship: Filipino
Civil Status: Single
Educational Background:
 Tertiary: Divine Word College of Legazpi
Cor.J.P Rizal and Fr. J.L. Bates Sts. Legazpi City
2019-present
 Secondary: Senior High School

Divine Word College of Legazpi
Washington Drive, Legazpi City
2017-2019
Junior High School

2013-2017
 Primary: Albay Central School
Old Albay, East Washington Legazpi City
2006-2013
lxxvi
CURRICULUM VITAE
DALIVA, NORIEL D.
Jaucian Village, Tabon-tabon, Daraga Albay
Legazpi City
Mobile number: 09458521560
Email Address: norieldaliva0@gmail.com
Personal Information:
Age: 22
Gender: MALE
Birthdate: September 24, 2000
Religion: Roman Catholic
Citizenship: Filipino
Civil Status: Single
Educational Background:
 Tertiary: Divine Word College of Legazpi
Cor.J.P Rizal and Fr. J.L. Bates Sts. Legazpi City
2019-present
 Secondary: Senior High School

2017-2019
Junior High School

2013-2017
 Primary: Tanon – Tabon elementary School

Tabon – Tabon, Daraga Albay
2006-2013
lxxvii

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The Level of Customer Satisfaction of Selected Marketing Students on the

service provided by Delivery Service Provider

Presented to the Faculty of the School of Business Management and

Accountancy Divine Word College of Legazpi

In partial fulfillment of the requirements for the degree of

Bachelor of Science in Business Administration

Major in Marketing Management

ANNA MARIE B. ARINGO

In partial fulfillment of the requirements for the degree of Bachelor of

CRIS JOHN P. LORENA, IEWP, BSBA-MM, PCM

TRESSA ADELFA M. MORTOLA, CPA, PhD, LPT

AGNES V. SOMERA, MBA Miriam K. Manalo,LPT Ed.D MBA

Candidate(s): ARINGO, ANNA MARIE B. (BSBA-MM)

Thesis Title: THE LEVEL OF CUSTOMER SATISFACTION OF SELECTED

Place : SBMA Defense Room

PANEL OF EXAMINERS ACTION TAKEN

TRESSA ADELFA M MORTOLA, CPA, PhD, LPT ________________

AGNES V. SOMERA, MBA ________________

Miriam K. Manalo, LPT Ed.D MBA ________________

CRIS JOHN P. LORENA, IEWP, BSBA-MM, PCM

Upon the recommendation of the Thesis Committee / Panel of Examiners,

CRIS JOHN P. LORENA, IEWP, BSBA-MM, PCM

CHONA S. BERNARDO, M.Econ, LPT

This is to certify that the thesis entitled: “The Level of Customer

ANNIE V. LLEDO, MAEd, LPT

We would like to thank Father President Rev. Fr. Nielo M. Cantillado,

and Savior, for providing wisdom, strength, and knowledge in creating

completed. Thank you, and God bless you!

CHONA S. BERNARDO, MECON LPT, the dean of School of Business

Management and Accountancy, for supporting our research and motivating us to

Tressa Adelfa M. Mortola, LPT, CPA, Ph.D, the chairperson of the

to be better and valuable;

Agnes V. Somera, MBA and Miriam K. Manalo,LPT Ed.D MBA, our

wonderful panelists, for demonstrating and educating us on how to conduct this

study successful, meaningful and to make it possible. With your sincere

assistance, patience, experience, and recommendations, we are able to make

the research successful. Thank you and God be with you!

CRIS JOHN P. LORENA, IEWP, BSBA-MM, PCM, our dedicated adviser,

Third year and Fourth year Marketing Students, the respondents, an

be attained. Thank you!

This research paper is possible thanks to our Beloved Parents,

ARINGO, ANNA MARIE B. “The Level of Customer

A food delivery service provider is an online delivery platform created in an

Keywords: Food delivery service provider, service, marketing concept, level of

CHAPTER I THE PROBLEM AND ITS SETTING

CHAPTER II REVIEW OF RELATED LITERATURE AND STUDIES

Gap Bridged by the Study 18

CHAPTER III RESEARCH METHODOLOGY

CHAPTER IV PRESENTATION, ANALYSIS AND

CHAPTER V SUMMARY, FINDINGS, CONCLUSIONS, and

NUMBER Title PAGE

use in communication, transferring data, gathering information, and using it in

them easy access to order anything they crave.

A food delivery service provider is an online delivery platform created in an

application or website linked to a particular restaurant that prepares and accepts

them to choose from a range of eateries and by storing their payment

concept of food delivery is swiftly gaining attraction.