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Effects of Food Delivery Services On Customers' Satisfaction
Effects of Food Delivery Services On Customers' Satisfaction
Effects of Food Delivery Services On Customers' Satisfaction
ON CUSTOMERS’ SATISFATION
Jasedin G. Tomo
Rayven A. De Guzman
Sarah O. Halupit
Don Z. Moronia
1
CERTIFICATION
Don Z. Moronia
Research Adviser
APPROVAL
Accepted and approved as partial fulfillment of the requirements for the degree
Bachelor of Science in Entrepreneurship.
The food delivery service industry is growing up and has a good potential rate in the
Philippines and globally now. With social distancing the new norm, consumers are
demanding to have takeout food delivered in parallel with government standard
procedure in the Covid-19 pandemic. This research was conducted to examine the
satisfaction of customers by using online food delivery services in
Philippines using a quart iterative method. It will deal with consumer behavior, needs,
and user requirement elements in analyzing their perceptions and satisfaction that will
give the best-indicated system to understand the consumer stability for the
accomplishment of this research, the survey was distributed to the public via online. The
development of instruments based on the guideline of System Usability Scale (SUS), the
reliable tools for measuring and evaluating and a wide variety of products and services.
Some modification in basic instruments was done to meet the requirement study. A Full-
fledged questionnaire was distributed among the
3
Acknowledgment
Praise God from whom all blessings flow! It is acknowledged that the Lord Almighty has
been the source of all the wisdom, guidance, strength and resources to accomplish this
research.
The researchers would like to express their heartfelt gratitude to the following people
who provided help and inspiration for the completion of this research undertaking:
Mr. Don Z. Moronia, our research adviser, for his patience, passion, encouragement and
knowledge on our research journey. Our research paper would not have been possible
without his guidance. Thank you for being a great listener and an efficient adviser to all
of us.
Engr. Wenifreda R. Templonuevo, PhD., the College Dean and Chairman of the Panel for
Oral Deliberation, for her time and beneficial critiques on our research paper. We are
extremely grateful to her sincere and valuable suggestions and patient guidance all
throughout.
Mrs. Amor S. Artiola, MAIP, RPm, Mrs. Jinella Marie Cardenas our course Adviser and
members of the Panel for Oral deliberation, for their suggestions for the improvement of
our paper.
We would also like to express our deepest gratitude to our parents, for their love and
encouragement. We appreciate your patience and support during the process and final
deliberation of our research study
The Authors
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TABLE OF CONTENTS
Title Page
ABSTRACT…………………………………………………….…………………………………..….…iii
ACKNOWLEDGEMENT…………………………………………………….…………………...…iv
TABLE OF CONTENTS…………………………………………………….…………………..…...v
LIST OF TABLES…………………………………………………….…………………………….….vii
LIST OF FIGURES…………………………………………………….……………………………..viii
Convenience…………………………………………………………………………………………….9
5
Information Quality (IQ)……………………………………………………………………………9
Price……………………………………………………………………………………………………………9
Promotion……………………………………………………………………………………………………10
Satisfaction…………………………………………………………………………………………………..10
Convenience…………………………………………………………………………………………………14
Price…………………………………………………………………………………………………………….16
Promotion……………………………………………………………………………………………………..17
Satisfaction……………………………………………………………………………………………………18
Recommendations …………………………………………………………………………………………23
6
References …………………………………………………………………………………………………24
Appendices ……………………………………………………………………………………………….26
A. Standardized Questionnaire……………………………………………………………………..26
D. Curriculum Vitae……………………………………………………………………………………….32
7
LIST OF TABLES
Table Page
1 Convenience …………………………………………………………………………….14
3 Price…………………………………………………………………………………………..16
4 Promotion……………………………………………………………………………………17
5 Satisfaction………………………………………………………………………………….18
8
LIST OF FIGURES
Figure Page
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Chapter 1
Introduction
Online food delivery service (OFDS) can be defined as any food delivery transaction with
monetary value that is done through mobile handheld devices, such as smartphones or
personal digital assistants. OFDS is a common platform in 2020 due to the growth of
internet users. Academicians, marketing managers, and even retail industries are
continuously engaged in the enhancement of OFDS, aiming to minimize the costs while
maximizing the number of users. (J. Open Innov. Technol. Mark. Complex. 2021)
In the Philippines, the revenue generated by online food delivery increased by more than
100 million U.S dollars in 2020 compared to 2020 to over 250 million. By 2025, the
Statista Digital Market Outlook estimates this value will increase to approximately 481
million U.S. dollars. (Statisca Research Department, 2021.)
According to a survey on food services and cloud kitchen conducted by Rakuten Insight
in August 2021, 85 percent of respondents in the Philippines stated that they would
continue to order as often as they did during the coronavirus (COVID-19) lockdown
because of its convenience. The same survey revealed that FoodPanda and Grab Food
were the most popular food delivery apps among Filipino consumers. According to the
survey conducted by Rakuten Insight, the most number of respondents says food delivery
services are convenient. Second is they want to limit their social or physical contact with
other people. This explains that people have different reasons why they choose to stick
with Online Food Delivery Services. To the times that a deadly virus can be spread by
increasing the physical contact, they choose OFDS to minimize the physical contact. (J.
Open Innov. Technol. Mark. Complex. 2021)
This study aims to discuss the Effects of Food Delivery Services on Customers’
Satisfaction to attract people by the advantages provided by OFDS apps. These OFDS
apps provide almost everything that customers need in buying food & beverages which
can be done by only using a finger. Only by a finger, customers do not need to go out by
themselves or make a call to the restaurant to order food. Customers are able to look for
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all nearby restaurants, see the menu, and select the food or beverages that they want.
Furthermore, OFDS apps nowadays have also been equipped with digital payment
instruments to make purchasing steps even easier. Because of this new behavior, in order
to attract customers and increase brand awareness, a lot of restaurants have been
available on OFDS apps. (J. Open Innov. Technol. Mark. Complex. 2021)
However, restaurant availability is not the only factor that influences customers’
satisfaction in using OFDS apps. Other factors such as ease of use, navigational design,
and performance expectancy will also influence customer satisfaction. For example,
several studies have analyzed factors of consumers’ initial app adoption during the early
usage of OFDS apps. As time goes, customers become more familiar with the apps and
they become adapted to the apps without experiencing technical issues. Since technical
issues are decreasing, it will be irrelevant and not enough to solely observe technology
acceptance factors. (J. Open Innov. Technol. Mark. Complex. 2021)
Additionally, several studies have already discussed behavioral factors that influence
customer satisfaction and loyalty towards OFDS apps. Yeo et al. analyzed convenience
motivation, price, and time-saving orientation as well as hedonic motivation towards
OFDS. In addition, Prabowo & Nugroho, also discussed prior online purchase experience
to determine factors that influence attitude and behavioral intention to OFDS.
Furthermore, Gunden et al., also explained habit factors which influence intention to use
OFDS. Thus, OFDS apps have been an important topic in the past few years. (J. Open
Innov. Technol. Mark. Complex. 2021)
This study is conducted to determine the Effects of Food Delivery Services on Customers’
Satisfaction during pandemic. Benefitting from the study are the following:
2
(2) Online Food Delivery Businesses– This study can be used as a basis for making the
required modifications and adjustments to the OFDS program's existing policies.
(3) Food businesses that don’t offer delivery services- This study will encourage them to
engage and take risks in OFDS.
(4) Future Researchers – Future researchers who undertake a similar study can use the
findings of this study as a reference. This study will give statistics and supplementary
information for a review of the relevant literature and other studies of a similar nature.
(5) Government- This study will significantly highlight the hard work of the people who
are the masterminds of OFDS and therefore help the economy to strive. With this study,
they would be able to recognize the OFDS industry and adjust policies in favor of these
services. For example, creating laws to avoid scams like fake orders.
Theoretical Framework
This study is anchored with the customer satisfaction by Philip Kotler (2018) as a
person's feeling of pleasure or disappointment, which resulted from comparing a
product's perceived performance or outcome against his/her expectations'. The purpose
of this theory is to presume that customers make purchases based on their expectations,
attitudes, and intentions (clute journals 2020 ). Later, during or after consumption, a
perception of performance occurs as customers evaluate the experience. This framework,
according to Kotler, refers to “the form taken by human needs as they are shaped by
culture and individual personality”. The Food Delivery Services on Customers’
Satisfaction is to help sell the product rather than to participate in making a great
product with the right price, features and distribution. The model also recognises that
products are merely a means to satisfy customers' varying needs or wants. ( Kotler
2020) . Customers will choose a product based on their perceived value of it. Satisfaction
is the degree to which the actual use of a product matches the perceived value at the time
of the purchase. A customer is satisfied only if the actual value is the same or exceeds the
perceived value.
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Conceptual Framework
Information Quality
Price
Promotion
Food delivery services is the independent variable with two domains: convenience and
information quality (IQ):customers’ satisfaction as dependent variables with three
domains: price; promotion and satisfaction.
This study aims to determine the Effects of Online Food Delivery Services on the
Customers’ Satisfaction in the barangay of Masangkay, Tondo, Manila. Specifically, this
research to answer to the following questions:
1.1. Convenience
1.2. Information Quality
1.3. Price
1.4. Promotion
Customers’ Satisfaction?
The null hypothesis of the study was tested at a 0.05 level of significane:
H0: There is no significant effect between online food delivery services and customers’
satisfaction.
This study aims to know the effects of online food delivery services on customers’
satisfaction. The target respondents of the study were one hundred consumers using
online food delivery services within the area of Masangkay, Tondo Manila ranging from
the age of 18 to 60 years old that will give out questionnaires. The survey’s results will be
looked at, and the average answer will be taken as the study’s result.
Delivery rider. Delivery riders would know exactly what their customers' needs and
wants are, including their preferences. Delivery riders would be able to know how they
will be able to satisfy their customers, and that will eventually help them to maximize
their profits and salaries.
Customer. In the Food Delivery Services, the offered information would let clients
know exactly what to do. Clients will leave this course with a better understanding of how
to deal with stressful situations in the Delivery Services. Customers would be able to be
more considerate towards service providers.
Business Owner. The given details would guide the Food Delivery Service Providers
and Owners on what to do and what customers prefer to gain satisfaction. At the end of
this study Food Delivery Service Owners would understand how to cope and manage the
circumstances in their Food Delivery business.
5
Future researcher. As we manage the awareness of affecting the customers in the
COVID-19 outbreak, the number of people who use Food Delivery Services becomes
more. Its understanding of customer satisfaction and behavior that in the future, it will
help the companies deal with the similar situation to support the Food Delivery business.
Future researchers who undertake a similar study can use the findings of this study as a
reference. This study will give statistics and supplementary information for a review of
the relevant literature and other studies of a similar nature.
Definition of Terms
The following terms are defined operationally to have clearer understanding of the study:
Customers – People that use Online Food Delivery Services as their means of online
purchases of products such as food, necessities, etc.
Delivery Rider- A person that delivers order from OFDs to the customers.
Convenience- the state of being able to proceed with something with little effort or
difficulty.
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Chapter 2
Eugene J Kelley (2021). Four aspects of place convenience are analyzed. The planned
shopping-center movement and other related adjustments in the metropolitan retail
structure are discussed, as well as the possible effects of the higher consumer assessment
of convenience considerations. Moreover Convenience costs influence consumer
patronage. One key to understanding shopping behavior is the increased importance.
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Price- Warren Buffett has said, “The single most important decision in evaluating a
business is pricing power. If you’ve got the power to raise prices without losing business
to a competitor, you’ve got a very good business. Companies and OFD have a full-time
function dedicated to pricing, according to data from the Professional Pricing Society, the
world’s largest organization dedicated to pricing. This neglect is puzzling, as numerous
studies have confirmed that pricing has a substantial and immediate effect on company
profitability. (Andreas Hinterhuber,2018)
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Synthesis of Related Literature and Studies
The food delivery service industry is growing and has a good potential rate globally now.
Because of the new norm, consumers are demanding to have takeout food delivered in
parallel with government standard procedure in the Covid-19 pandemic. This is to
examine the satisfaction of customers by using online food delivery services. It will deal
with consumer behaviour, needs, and user requirement elements in analyzing their
perceptions and satisfaction that will give the best-indicated system to understand
consumer stability. (Norshita mat na yan, 2020). According to Heri Erlanger (2021) The
convenience of the place is positive and significant to customers. It's very important to
have an advantage of the place so that the customer can make it easier and convenient
and they have a positive impact on business. Also if there's an information quality in the
food delivery service. (Sustainability, 2019) The information quality had an indirect
impact on continuous use intention via performance expectancy, habit, and social
influence as a factor and use intention for food delivery application. According to Warren
Buffett has said, “The single most important decision in evaluating a business is pricing
power. If you’ve got the power to raise prices without losing business to a competitor,
you’ve got a very good business. Being a business owner you have power to raise if you
make the lowest price to make customers satisfied and also the services you have to offer.
Promotion concerning the formulation of effective promotion strategies are discussed.
(Debora Bettiga, 2022) Promotions characterized by different rewards (monetary versus
non monetary) and gratification typologies (immediate-reward versus delayed-reward).
(Marco Mandolfo,2022). Satisfaction is influenced positively and directly by affective and
sensorial experience and loyalty is influenced positively and directly by affective and
behavioral experience, also indicating the existence of an indirect relationship between
the sensory experience and the affective experience with the loyalty having the mediating
effect of satisfaction. (tandfonline, 2022).
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Chapter 3
This chapter features the research method, population and sampling techniques,
research instruments, data gathering procedures and statistical treatment of data utilized
to generate results of this study.
Research Method
Research Instrument
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Data Gathering Procedures
This study was conducted and validated to identify the respondents of the study
within the area of Masangkay, Tondo, Manila, the data was collected using Google forms.
Before the researcher’s send out the link of the survey questionnaires, the researcher’s
first identifies if they are qualified as the respondent’s study. Then, the respondents
consent letter must be sought out to assure their confidentiality to guarantee the
respondents privacy. The surveys were distributed properly and retrieved from the after
giving them ample time to accomplish the survey questionnaires respondents, forwarded
it to their Messenger chats and the respondent can be redirected to research survey
questionnaires.
All data that the researchers gathered were analyzed and interpreted through the use of
the following statistical treatment.
Weighted mean is used to get the average scores of the Effects of food Delivery
Services on Customers’ Satisfaction.
Formula:
Mean formula
Where as
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Each rating of the respondents in terms of quality and assurance, a numerical
weight or indicator wherein 5 being the highest and 1 is the lowest among them was built.
The weighted means were interpreted based on the Likert’s scale concept of
boundary of numerical:
4 Agree 3.50—4.49
3 Neutral 2.50–3.49
2 Disagree 1.50—2.49
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Chapter 4
This chapter discussed the detailed analysis and results of the study. The following are
findings and summarized tables that presents the effects of food delivery services;
convenience; information quality; price; promotion and satisfaction on customers’
satisfaction.
Table 1. Convenience
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Legend:
Score Interpretation
3.50—4.49 Agree
2.50–3.49 Neutral
1.50—2.49 Disagree
Table 1 shows the convenience with a total mean value of 3.72 and interpretation
of agree. The following statement such as I can use OFD to make an order anywhere and
anytime with a mean value of 3.90, followed by I think that OFD helps me to save my
time instead of buying food/beverages by myself with a mean value of 3.85, and lastly, I
feel that using OFD can reduce my travel effort to buy food/beverages with a mean value
of 3.58 shared an interpretation which is agree.
Convenience perceived time, value and effort required to facilitate the use of OFD
system. Research has shown that convenience was seen as an ongoing barrier that affect
the future intention (Seiders et al, 2005)
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Table 2. Information Quality (IQ)
Legend:
Score Interpretation
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3.50—4.49 Agree
2.50–3.49 Neutral
1.50—2.49 Disagree
Table 2 presents the information quality (IQ) with a total mean value of 3.61 and
interpretation of agree. I feel that information in OFD app is in an appropriate format
has the mean value 3.67, followed by I find that OFD provides me with up to date
information related to restaurants, food and discount with the mean value of 3.60 and
lastly I enjoy using OFD because it gives me believable information and I think that OFD
app provides information at the right of detail that I need with the mean value of 3.59
and interpretation of agree.
Information quality refers to the extent to which a system provides the user with useful
and significant information in a speedy and accurate manner. Better information quality
may elicit enjoyment and positive behavioral intention. Consumers form a positive
perception of information quality when the information meets their expectations during
the decision-making process and is provided in an adequate manner. (2019)
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Table 3. Price
Legend:
Score Interpretation
3.50—4.49 Agree
2.50–3.49 Neutral
1.50—2.49 Disagree
Table 3 shows the price with the total mean value of 3.62 and interpretation of agree. I
think delivery price of OFD services is reasonable has a mean value of 3.78, followed by I
feel that OFD services overall price is affordable with a mean value of 3.58 and lastly I
17
think that tax price in using OFD services is reasonable with a mean value of 3.52 and
interpretation of agree.
Price is neither too high nor too low sends a positive message to the customer about the
quality of the product and the value of their purchase. Customers still perceive that they
are buying a valuable product.(Melanie 2017)
Price is one of the biggest factors that can affect a customer’s satisfaction. Pricing is
complex and has many components, but it is important to keep psychological pricing in
mind. Sometimes customers aren’t looking for the cheapest products, because a low price
can be associated with low quality. (Min-Jee 2017)
Table 4. Promotion
Legend:
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Score Interpretation
3.50—4.49 Agree
2.50–3.49 Neutral
1.50—2.49 Disagree
Table 4 shows the promotion with the total mean value of 3.74 and interpretation of
agree. I feel that discount provided encourages me to use OFD services has the highest
mean value of 3.79, followed by Terms and conditions of promotion are important to me
before I use OFD services with the mean value of 3.75 and lastly I think that promotion
expiry date influences me in making an order with a mean value of 3.69.
Promotions are another big factor that affect customer satisfaction. Providing the
discount can chemically make a customer happier, resulting in a more satisfied customer,
who may spend more in the future and can become a loyal shopper. (Min-Jee 2017)
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Table 5. Satisfaction
I am satisfied with the way OFD app carried out 3.80 Agree
transaction
Legend:
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Score Interpretation
3.50—4.49 Agree
2.50–3.49 Neutral
1.50—2.49 Disagree
Table 5 shows the satisfaction with the total mean value of 3.74 and interpretation of
agree. I will promote the OFD to other people has a mean value of 3.90, I am satisfied
with the way OFD app carried out transaction with a mean value of 3.80, Overall, I was
satisfied with the OFD services with a mean value of 3.78, I will share the testimonial of
using OFD to the public with a mean value of 3.72, I will use the OFD again in the future
with a mean value of 3.65 and lastly
Table 6 shows the regression analysis to determine the significant effect of food delivery
services to the customers’ satisfaction. The analysis revealed that food delivery services
has no significant effect to customers satisfaction (β= 0.209, p<.001). Food delivery
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services accounts for 32% of the variance in the respondents’ customers satisfaction. This
leads to the decision to do not reject the alternative hypothesis and arrive to the
conclusion that food delivery services has significant effect to the customers satisfaction.
Chapter 5
The respondents of the study within the area of Masangkay, Tondo, Manila, and to all
delivery riders, customer or the consumer to online food delivery. It employed
quantitative research and Causal method was applied to establish a cause-and-effect
relationship between two or more variables. The researchers used convenience sampling
to pick their corresponding respondents.
The Statistical tools used were mean, dependent and independent tests.
Summary of Findings
1.Convenience of OFD:
The table 1 shows the convenience with the total mean value of 3.72 and interpretation of
the respondents agreed in the OFD is conveniente.
The following table shows as I can use the OFD to make an order anywhere and anytime
with the mean value of 3.90 and the interpretation of the respondent is agree.
22
And they followed by I think that OFD helps me to save my time instead of buying
food/beverages by myself with a mean value of 3.85 means the respondence agree
And to table number 4 is I feel that using OFD can reduce my travel effort to buy
food/beverages with a mean value of 3.58 shared an interpretation which is also agree.
Table 2 presents the information quality (IQ) with a total mean value of 3.61 and
interpretation of agree.
I find that OFD provides me with up to date information related to restaurants, food and
discount with the mean value of 3.60
I enjoy using OFD because it gives me believable information and I think that OFD app
provides information at the right of detail that I need with the mean value of 3.59 and
interpretation of agree.
I think that OFD app provides information at the right of detail that I need with the mean
value of 3.59 and interpretation of agree.
I feel that information in OFD app is in an appropriate format has the mean value 3.67
3. Price:
23
Table 3 shows the price with the total mean value of 3.62 and interpretation of agree.
3.1 Reasonable,
I think delivery price of OFD services is reasonable has a mean value of 3.78
lastly I think that tax price in using OFD services is reasonable with a mean value of 3.52
and interpretation of agree.
4.Promotions:
Table 4 shows the promotion with the total mean value of 3.74 and interpretation of
agree
I feel that discount provided encourages me to use OFD services has the highest mean
value of 3.79
followed by Terms and conditions of promotion are important to me before I use OFD
services with the mean value of 3.75
lastly I think that promotion expiry date influences me in making an order with a mean
value of 3.69.
5. Satisfaction:
Table 5 shows the satisfaction with the total mean value of 3.74 and interpretation of
agree.
I was satisfied with the OFD services with a mean value of 3.78
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I am satisfied with the way OFD app carried out transaction with a mean value of 3.80
I always subscribe to OFD promotions with the lowest mean value of 3.62.
I will use the OFD again in the future with a mean value of 3.65
I will promote the OFD to other people has a mean value of 3.90
I will share the testimonial of using OFD to the public with a mean value of 3.72
Conclusion
This study concludes that the food delivery services have a significant effect on the
customers satisfaction. It supports previous related studies that stated the effects of food
Delivery services on customer satisfaction. The customer satisfaction experiences are
considered a key differentiating factor for companies as products and services (Inês
Santos do Carmo, 2022). All of the respondents shown the customers satisfaction all
agree to food delivery services and satisfaction that will give the best-indicated system to
understand consumer stability.(Norshita mat na yan, 2020).
Recommendations
Based on the findings and conclusions, the following are recommended by the
researchers:
1. The Online Food Delivery Services (OFDs) may have its continuance on their apps to
have good income to the delivery riders.
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2. The local government may establish OFDs to help more customers and to provide
intensive information. It is important to integrate customers during the pandemic
because sources of information were found to be relevant.
3. The recommendation of the researchers to the Business Owners that use Online Food
Delivery Services may try coping and managing its applications used. Also, customers
may be more considerate towards service providers. Through this, delivery riders may
know exactly what their customers' needs and wants and may satisfy their
expectations.
References
https://clutejournals.com/index.php/IBER/article/download/3942/3995
https://www.freshworks.com/freshcaller-cloud-pbx/call-center-software/customer-
satisfaction-definition
https://www.van-haaften.nl/customer-satisfaction/customer-satisfaction-models/84-
customer-satisfaction
https://www.cgma.org/resources/tools/cost-transformation-model/kotlers-five-
product-level-model.html
https://www.tandfonline.com/doi/full/10.1080/10496491.2022.2054903?
scroll=top&needAccess=true
https://scholar.google.com/scholar?
hl=tl&as_sdt=0%2C5&q=convenience+place&oq=convenience+pl#d=gs_qabs&t=16592
03672936&u=%23p%3DM8d_ypvWIIEJ
https://scholar.google.com/scholar?
hl=tl&as_sdt=0%2C5&q=pricing+strategy&oq=pric#d=gs_qabs&t=1659206200603&u
=%23p%3D7ZTW6WX36z4J
https://scholar.google.com/scholar?
hl=tl&as_sdt=0%2C5&q=information+quality+online+food+delivery+&oq=in#d=gs_qa
bs&t=1659438323957&u=%23p%3DplCUohcoeGkJ
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https://www.marketing91.com/causal-research/
https://www.unleashedsoftware.com/blog/pricing-strategy-affects-customer-
satisfaction#:~:text=A%20price%20that%20is%20neither,you%20need%20to
%20increase%20prices.
https://blog.wiser.com/how-to-use-pricing-and-promotions-to-improve-customer-
satisfaction/
https://asq.org/quality-resources/customer-satisfaction
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APPENDICES
APPENDIX A
Standardized (Questionnaires)
DOMAIN 1: Convenience
Items 1 2 3 4 5
1. I can use OFD to make an order anywhere and anytime
1. Strongly agree
2. Agree
3. Neutral
4. Disagree
5. Strongly Disagree
2. I feel that using OFD can reduce my travel effort to buy
food/beverages
1. Strongly agree
2. Agree
3. Neutral
4. Disagree
28
5. Strongly Disagree
3. I think that OFD helps me to save my time instead of
buying food/beverages by myself
1. Strongly agree
2. Agree
3. Neutral
4. Disagree
5. Strongly Disagree
DOMAIN 2: Information Quality (IQ)
4 I find that OFD provides me with up to date
information related to restaurants, food and discount
1. Strongly agree
2. Agree
3. Neutral
4. Disagree
5. Strongly Disagree
5. I enjoy using OFD because it gives me believable
information
1. Strongly agree
2. Agree
3. Neutral
4. Disagree
5. Strongly Disagree
6.I think that OFD app provides information at the right
of detail that I need
1. Strongly agree
2. Agree
3. Neutral
4. Disagree
5. Strongly Disagree
7. I feel that information in OFD app is in an appropriate
format
1. Strongly agree
2. Agree
3. Neutral
4. Disagree
29
5. Strongly Disagree
DOMAIN 3: Price
8. I think delivery price of OFD services is reasonable
1. Strongly agree
2. Agree
3. Neutral
4. Disagree
5. Strongly Disagree
9. I think that tax price in using OFD services is
reasonable
1. Strongly agree
2. Agree
3. Neutral
4. Disagree
5. Strongly Disagree
10. I feel that OFD services overall price is affordable
1. Strongly agree
2. Agree
3. Neutral
4. Disagree
5. Strongly Disagree
DOMAIN 4: Promotion
11. I feel that discount provided encourages me to use
OFD services
1. Strongly agree
2. Agree
3. Neutral
4. Disagree
5. Strongly Disagree
12. Terms and conditions of promotion are important to
me before I use OFD services
1. Strongly agree
2. Agree
3. Neutral
4. Disagree
30
5. Strongly Disagree
13. I think that promotion expiry date in fluences me in
making an order
1. Strongly agree
2. Agree
3. Neutral
4. Disagree
5. Strongly Disagree
DOMAIN 5: Satisfaction
14. I am satisfied with the way OFD app carried out
transaction
1. Strongly agree
2. Agree
3. Neutral
4. Disagree
5. Strongly Disagree
15. I always subscribe to OFD promotions
1. Strongly agree
2. Agree
3. Neutral
4. Disagree
5. Strongly Disagree
16. I will use the OFD again in the future
1. Strongly agree
2. Agree
3. Neutral
4. Disagree
5. Strongly Disagree
17. I will promote the OFD to other people
1. Strongly agree
2. Agree
3. Neutral
4. Disagree
5. Strongly Disagree
18. I will share the testimonial of using OFD to the public
31
Strongly agree
1. Agree
2. Neutral
3. Disagree
4. Strongly Disagree
19. Overall, I was satisfied with the OFD services
1. Strongly agree
2. Agree
3. Neutral
4. Disagree
5. Strongly Disagree
APPENDIX B
CERTIFICATION
This is to certify that the undersigned managed the statistical data in the research
entitled, Effects of Food Delivery Services on Customers’ Satisfaction by Donald Rhey
Villarosa, Jasedin G. Tomo, Jhon Rhey Yodong, John David Villanueva, Lovely Dela
Rosa, Rayven De Guzman. This certification is issued on the 11th day of August, 2022.
Gary Castro
32
APPENDIX C
CURRICULUM VITAE
villarosadonald@jilcf.edu.ph
09552605838
Objectives
Educational Background
Seminar
09679549248/jasedintomo1997@gmail.com
OBJECTIVES
EDUCATIONAL BACKGROUND
SKILLS
ORGANIZATION
35
Massage Therapy NCII (2017)
Gun Safety and Responsible Gun Handling with live firing (2020)
jyodong55@gmail.com
09530760417
OBJECTIVES
Educational Background
36
Seminar
villanuevajohn@jilcf.edu.ph
09760498768
Objectives
Educational Background
Skills:
37
Financial Management skills
Marketing Skills
Seminar:
09357197464/delarosalovely@jilcf.edu.ph
Objectives
I seek challenging opportunities where I can fully use my skills for the success of
the organization.
Educational Background
38
Seminars:
De guzman, Rayven
rayvendeguzman37@gmail.com
0907-8910-5422
Objectives
Educational Background
Sta.Maria,Bulacan
2016
STI Balagtas
39
ABM Student
2017-2019
Skills
Able to do things specifically with reports and paper works.
Excellent in managing and handling responsibilities regarding to the given works.
halupitsarah@jilcf.edu.ph
09690294481
Objectives
Educational Background
Skills:
40
Singing
Seminars:
41