Table 1.

Frequency and Percentage Distribution of the Respondent’s Age

Age f Percent (%)

18 - 24 years old 254 75.6

25 - 32 years old 62 18.5

33 - 41 years old 18 5.4

42 and above 2 0.6

Total 336 100.0

The respondents of this paper were classified under different age brackets because

determining the age ranges of the respondents broadens the readers' awareness of the target

audience and allows them to study the similarities and contrasts between the various age ranges

appropriate for this topic. Majority of the respondents were 18 - 24 years old (75.6%) as

indicated in Table 1 and the least in the age brackets were from the age group of 42 and above

which only got 0.6% of the total sample size.

Table 2. Frequency and Percentage Distribution of the Respondent’s Gender

Gender f Percent (%)

Male 116 34.5

Female 217 64.6

Gay 2 0.6

Transgender 1 0.3

Total 336 100.0

 The researchers considered that knowing the gender of the respondents may be used as a

parameter in this study to better understand how gender effects an individual's choices. One of

the results that stood out most in the conducted survey was that majority of the respondents were

females with the frequency of 217 respondents (64.6%) followed by 116 males (34.5%), the

researchers also included 2 people who identifies themselves as gay (0.6%) and 1 from the

transgender community (0.3%). The results were majority women because of coincidence

because the researchers used the Krejcie & Morgan Sampling Method, which is a convenient

sampling technique to simplify the process of determining the sample size for the finite

population of gen z and millennial users of "DELIVER NA ILIGAN".

Table 3. Frequency and Percentage Distribution of the Respondent’s Civil Status

Civil Status f Percent (%)

Single 299 89.0

Married 36 10.7

Separated 1 0.3

Total 336 100.0

Data about marriage status and marital history assists the research community in

understanding trends. As a result, the researcher was able to assess that 299 (89.0%) of the

frequency of the respondents were single, 36 (10.7%) were married, while 1 (0.35) was

separated.

Table 4. Frequency and Percentage Distribution of the Respondent’s Occupation

 Occupation f Percent (%)

Student 237 70.5

Employed 68 20.2

Self-employed 8 2.4

Business Owner 1 0.3

Student with small 1 0.3

business
Housewife 1 0.3

Unemployed 20 6.0

Total 336 100.0

Table 4 presents the occupation of the respondents, majority were students (237) or 70%,

68 of them were employed or 20.2%, 20 were unemployed (6.0%), there was also 8 from the

self-employed community (2.4%). It is followed by a Business Owner, a student with small

business, and a Housewife with 0.3% each. These makes up the totality of the sample size for

their occupations.

Table 5. Frequency and Percentage Distribution of the Respondent’s Monthly Income

Monthly Income f Percent (%)

Php 10,000 and below 128 38.1

Php 10,001 - Php 20,000 142 42.3

Php 20,001 - Php 30,000 38 11.3

Php 30,001 - Php 40,000 13 3.9

Php 40,001 - Php 50,000 3 .9

Php 50,001 and above 12 3.6

Total 336 100.0

 Table 5 shows that one hundred and twenty-five (125) or 38.1% of the respondents have

a salary of Php 10,000 and below, one hundred forty-two (142) or 42.3% have a salary of Php

10,001 - Php 20,000, thirty-eight (38) 11.3% have a salary of Php 20,001 - Php 30,000, thirteen

(13) or 3.9% have a salary of Php 30,001 - Php 40,000, three (3) or 0.9% have a salary of Php

40,001 - Php 50,000, and last is twelve (12) or 3.6% have a salary of Php 50,001 and above.

According to the data acquired, most employees are paid Php 10,001 - Php 20,000 per

month. Reasons why there are so many in this bracket and bellow are still young or still

studying.
Table 6.: BUYING PATTERNS OF THE CONSUMERS

Frequency Percent (%)

Have you tried ordering from Deliver Na Iligan
Facebook Platform?

Yes 334 99.4

No 2 .6
Which of the following do you usually order
from Deliver Na Iligan?

Breakfast Meal 18 5.4

Lunch Meal 57 17.0
Dinner Meal 38 11.3
Snacks 223 66.4
How often do you order food from Deliver Na
Iligan Facebook Platform?

Daily 9 2.7
Once a week 107 31.8
Twice a week 47 14.0
Once a month 132 39.3
Twice a month 29 8.6
Rarely 3 .9
Seldom 2 .6
Often 1 .3
Just Once 1 .3
Thrice or more times a month 2 .6
It depends on my mood 1 .3
It depends upon the situation 1 .3
Once every 3 months 1 .3
What is your preferred mode of payment when
ordering food from Deliver Na Iligan?

Cash on delivery 263 78.3

Table GCash 72 21.4
6 the
Paymaya 1 .3
buying

patters of the consumers, these are divided into four statements in the table. On the first

statement, the 334 or 99.4% of the total respondents did agree that they’ve already ordered in

Deliver Na Iligan Facebook online platform.

 On the second statement 223 or 66.4 of the respondents said that their usual orders were

“snacks”, followed by the 57 who said that their usual orders were “lunch” foods/meals, 38 respondents

did say they usually order “dinner” which makes them 11.3% of the sample size. Lastly, the researchers

had 18 respondents who orders breakfast usually using the app, making them the 5.4% remaining of the

total respondents.

In the third statement, the researcher aimed to examine the frequency of these respondents on

their ordering habits as indicated in table 6. “Daily” costumers were 2.7% (9), “Once a week” costumers

were 31.8% (107), “Twice a week” costumers were 14.0% (47), “Once a month” costumers were 39.3%

(132), “Twice a month” costumers were 8.6% (29), “Rarely Ordering” customers were 0.9% (3), “Seldom

Ordering” customers were 0.6% (2), “Often Ordering” customers were 0.3% (1), Ordered “Just Once”

customers were 0.35 (1), “Thrice or more times a month” ordering customers were 0.6% (2), Customers

ordering depending on mood was 0.3% (1), Customers ordering depending on the situation was 0.3% (1),

and customers ordering “Once every 3 months” was only 0.3% (1).

There are three different choices for customers to pay their bills, one of them is Paymaya, it is a

Philippine financial services and digital payments, they also accepts GCash, GCash is an internationally

recognized micropayment service that turns a mobile phone into a virtual wallet for secure, quick, and

easy money transfers. But the most common one is “cash on delivery” where customers would pay when

the rider gets on to their doorsteps with their delivery. Customers who prefer “Cash on delivery” as their

mode of payment were 263 in totality or 78.3%), 72 for “GCash” or 21.4%, while 1 responded said that

he prefer “Paymaya “making him the 0.3% of the sample size.

 A. AVAILABLE PRODUCT OFFERING

Statement SA A N D SD Mean VI

1. I am satisfied with the food selection

216 87 30 1 2
available on Deliver Na Iligan (64.3%) (25.9%) (8.9%) (0.3%) (0.6%)
4.53 SA
Facebook Community.
2. I like to order food from Deliver Na
Iligan because it affiliates with my 213 84 30 6 3
4.48 SA
favorite restaurants and fast-food (63.4%) (25.0%) (8.9%) (1.8%) (0.9%)
chains.
3. Based on the food selection available
208 100 22 3 3
on Deliver Na Iligan, I can easily (61.9%) (29.8%) (6.5%) (0.9%) (0.9%)
4.51 SA
select food to order.
4. I will continue to order food products
215 81 36 2 2
from Deliver Na Iligan Facebook (64.0%) (24.1%) (10.7%) (0.6%) (0.6%)
4.50 SA
Community.
Overall 4.50 SA

This table is a presentation of the respondents’ opinions about the available products offered in

Deliver Na Iligan. The fist statement describes the statistical view from the respondents about their

satisfaction on the food selection. 64.3% strongly agrees, 25.9% agrees, 8.9% were undecided/neutral,

0.3% disagrees, while 0.6% agrees according to the table. To summarize the data sets, the researchers

calculated he mean which was 4.53, it is close to the overall value proving that the customers strongly

agrees that they were satisfied with the food selection available on Deliver Na Iligan Facebook

Community.

One of the reasons why Deliver Na Iligan is being loved by the masses is because majority or

some of the restaurants and fast-food-chains connected to the Facebook community. Which is why in this

second statement it contains the 63.45 of the responses for “Strongly Agree”, 25.0% for “Agree”, 8.9%

for “Neutral/Undecided”, 1.8% for “Disagree”, while 0.95 for “Strongly Disagree” on the second

statement. On the other hand, the calculated mean was 4.48 which was close to the overall value, as a

result, majority of the respondents strongly agrees that they can easily select food to order.
 The food delivery industry is a big market, that is why companies like Deliver Na Iligan

continues to excel because the variety of food that the customers can select into. Each of the respondents

were asked individually via questionnaire about the easiness they experience during food selections.

61.9% said that they strongly agree, 29.8% did agree, 6.5% were undecided/neutral, 0.9% disagreed,

while 0.9% of them strongly disagreed on the idea that they can easily select food to order. Furthermore,

the statement’s calculated mean was 4.51 which was close to the overall value, as a result, majority of the

respondents strongly agrees that they like to order food from Deliver Na Iligan because it affiliates their

favorite restaurants and fast-food chains.

The last statement in the table was the responses of the respondents if they would continue to

order food products in Deliver Na Iligan. Statistically, 64.05 said that they strongly agreed, 81% agreed,

10.7% were Neutral/Undecided, 0.6% of the respondents disagreed, while 0.6% strongly disagreed on the

idea to continue buying in Deliver Na Iligan Facebook Community. Above all in the statement, the

calculated mean was 4.50 which was close to the overall value, as a result, majority of the respondents

strongly agrees that they would likely to order again in Deliver Na Iligan.

The purpose of examining each of these statements is because the researchers wanted to see the

partial view of the respondents on not only what the numbers of satisfactions were but to assess the areas

that the Facebook community needs to work on especially in their products offered.

B. SERVICE QUALITY

Statement SA A N D SD Mean VI
1. Whenever I order food from Deliver 107 165 53 9 2
Na Iligan, it is delivered on time. (31.8%) (49.1%) (15.8%) (2.7%) (0.6%)
4.09 A

2. It is easy to communicate and interact 146 146 37 4 3

with the seller. (43.5%) (43.5%) (11.0%) (1.2%) (0.9%)
4.27 SA

3. The seller provides updates regarding 136 149 40 9 2

the food I ordered. (40.5%) (44.3%) (11.9%) (2.7%) (0.6%)
4.21 SA
4. The rider is friendly and courteous. 199 107 26 1 3
(59.2%) (31.8%) (7.7%) (0.3%) (0.9%)
4.48 SA

Overall 4.26 SA

One of the challenges of every food delivery system is the provision of good quality of service to

the masses. Which is the reason why the researchers had selected 4 areas which would be elaborated with

the results from the respondents’ responses. The areas focused on delivery time, communication with the

seller, seller responses about the customer’s food order, and last is the customer service of the food

delivery rider.

On the first statement, 31.8% of the respondents answered that they “strongly agree”, 49.1

answered “agree”, 15.8% were “neutral”, 12.7% “disagreed”, and 1.6% “strongly disagreed” on the idea

that their orders likely arrive on time. To conclude the uniformity of the responses, the researchers did use

the formula of mean to arrive on the conclusion with 4.09 rate under the variable index “A” or “Agree”.

This is a good result; however, it cannot reach the perfect responses of the masses because of possible

internal (under the sellers’/riders’ liability) or external issues upon delivery.

The second statement is all about communication and interaction towards sellers. Because

Deliver Na Iligan is similar to a buy and sell group feature of the Facebook community, it is more likely

for customers to get scammed during orders. According to the responses, 43.5% said that they “strongly

agree”, 43.5% “agree”, 11.0% were “undecided/neutral”, 1.2% “disagree”, while 0.9% “strongly

disagree” that it is easy to communicate and interact with the seller. The researchers used the mean

calculation to arrive at the 4.27 rate under the variable index "SA" or "Strongly Agree" to determine the

uniformity of the responses. This is a great result based on the respondents' Facebook community

experiences.

Going to the third statement, it is already crystalizing the entirety of this table because it simply

deals with sellers’ responsibilities in updating their customers. The responses are varied based on their

experiences, the majority of the sellers who are in such \Facebook community like Deliver Na Iligan are
 still building their brands or freelancers. Majority of these sellers are only managed by individuals, not

big corporations. 40.5% “Strongly Agree”, 44.3% “Agree”, 11.9%, “Undecided/Neutral”, 2.7%

“Disagree”, and 0.6% “Disagree” that their contacted sellers provide updates on the food they ordered. To

simplify those responses, the mean was “4.21” which was very close to the overall rate 4.26, making the

majority of the respondents “Strongly Agree” that the sellers do update them for their ordered food.

In delivering food, riders also need to be polite and helpful when interacting with customers. One

of their job descriptions is to create an outstanding customer experience. Thus, it had been decided by the

researchers to measure the responses regarding the riders’ friendly and courteous approaches to the

customers (respondents). 59.2% said that they “Strongly Agree”, 31.8% “Agree”, 7.7%

“Undecided/Neutral”, 0.3% “Disagree”, and 0.9% said that they “Strongly Disagree” that the riders were

friendly or courteous during their transactions with their customers. 4.48 was the result of the mean,

which means that the responses were falls in the category “Strongly Agree” because the result was close

to the overall value of the mean.

C. PROMOTIONAL ACTIVITIES

Statement SA A N D SD Mean VI
1. Deliver Na Iligan provides discounts 107 130 68 18 13
and promos. (31.8%) (38.7%) (20.2%) (5.4%) (3.9%)
3.89 A

2. Deliver Na Iligan offers cheaper

122 134 56 15 9
delivery fee compared to other (36.3%) (39.9%) (16.7%) (4.5%) (2.7%)
4.03 A
delivery couriers.
3. Deliver Na Iligan offers free delivery 110 128 69 18 11
on special occasions. (32.7%) (38.1%) (20.5%) (5.4%) (3.3%)
3.92 A

4. The information provided in the 186 97 45 6 2

Platform is reliable and up to date. (55.4%) (28.9%) (13.4%) (1.8%) (0.6%)
4.37 N

Overall 4.05 A
 Buyers are the audience of the sellers' marketing process when it comes to promoting products.

Buyers obtain knowledge about their required products via marketing commercials and can select the best

product for them. Marketing becomes vital for both buyers and sellers in this way.

Discounts and promos are one of the reasons why customers like to order. Which is why, the

researchers did analyze answers from the respondents in statement number 1. 31.8% said “Strongly

Agree”, 38.7% “Agree”, 20.2% “Neutral/Undecided”, 5.4% “Disagree”, and 3.9% “Strongly Disagree”.

With such responses, the value of the mean was 3.89, which was a good result because it falls in the

category that the customers did “Agree” that Deliver Na Iligan provides discounts and promos.

In addition to being quick and dependable, majority of delivery platforms provide customers with

access to limited price deals. This works both ways: when a customer saves money on delivery fees, they

are more inclined to continue ordering from that platform. 36.3% answered “Strongly Agree”, 39.9%,

“Agree”, 16.7% were Neutral/Undecided, 4.5% “Disagree”, and 2.7% of the respondents “Strongly

Agree” that Deliver Na Iligan offers cheaper delivery fee compared to other delivery couriers. The

researchers used the mean calculation to arrive at a 4.03 rate under the variable index "A" or "Agree" to

determine the uniformity of the responses.

Free delivery on purchases simplifies the entire online purchasing experience from the customer's

perspective. A positive experience increases the likelihood that a consumer will return to you for future

transactions. On the third statement, 32.7% stated that they “Strongly Agree”, 38.1% “Agree”, 20.5%

“Neutral/Undecided”, 5.4% “Disagree”, 3.3% “Strongly Disagree” that Deliver Na Iligan offers free

delivery on special occasions. The mean computation was utilized by the researchers to arrive at a 3.92

rate under the variable index "A" or "Agree" to determine the uniformity of the responses. Which is

similar to the first two statement of this table.

All delivery platforms need to be updated from time to time to engage the customers to see new

products featured from time to time. According to the respondents, 55.4% answered “Strongly Agree”,
 28.9% “Agree”, 13.4% “Neutral/Undecided”, 1.8% “Disagree”, and 0.6 “Strongly Disagree” that the

information provided in the Platform is reliable and up to date. Tin this statement, the result was from the

others indicated in the table because the category of the totality of the responses were majority “Neutral

or Undecided”. The mean was 4.37 which was slightly far from the overall rate.

D. PRICE VALUE

Statement SA A N D SD Mean VI
1. I feel that ordering food from Deliver
197 87 41 10 1
Na Iligan meets both my high-quality (58.6%) (25.9%) (12.2%) (3.0%) (0.3%)
4.40 SA
and low-price requirements.
2. The food available in Deliver Na 205 93 31 5 2
Iligan is valuable based on price. (61.0%) (27.7%) (9.2%) (1.5%) (0.6%)
4.47 SA

3. The food available Deliver Na Iligan 197 97 36 4 2

is economical. (58.6%) (28.9%) (10.7%) (1.2%) (0.6%)
4.44 SA

4. The food available Deliver Na Iligan 210 85 35 5 1

is reasonably priced. (62.5%) (25.3%) (10.4%) (1.5%) (0.3%)
4.48 SA

Overall 4.44 SA

In every customer perspective, price is a thing to always consider because it involves money and

more importantly satisfaction. In the first statement, the respondents were asked if ordering food from

Deliver Na Iligan meets both their high-quality and low-price requirements. The responses were,

58.6% answered “Strongly Agree”, 25.9% “Agree”, 12.2% “Neutral/Undecided”, 3.0% “Disagree”, and

0.3% “Strongly Disagree”. Above all, the computed mean in the statement was 4.40, which was near to

the total value; hence, the majority of respondents strongly believe that ordering food from Deliver Na

Iligan fits both their high-quality and low-price requirements.

The second statement is all about the responses if the food available in the platform are valuable

based on price. According to the respondents, 205 or (61.0%) answered “Strongly Agree”, 93 or (27.7%)

“Agree”, 31 or (9.2%) “Neutral/Undecided”, 5 or (1.5%) “Disagree”, and 2 or (0.6%) “Strongly

Disagree”.
 Third statement shows the responses about the food being economical or within each customer’s

budget. 197 or (58.6%) answered “Strongly Agree”, 97 or (28.9%) “Agree”, 36 or (10.7%)

“Neutral/Undecided”, 4 or (1.2%) “Disagree”, and 2 or (0.6%) “Strongly Disagree” on the idea that prices

are economical.

The last statement sets its parameter on identifying the responses whether the prices listed in

Deliver Na Iligan are reasonable for the masses. 210 or (62.5%) answered “Strongly Agree”, 85 or

(25.3%) “Agree”, 35 or (10.4%) “Neutral/Undecided”, 5 or (1.5%) “Disagree”, and 1 or (0.3%) “Strongly

Disagree” on the idea that prices are reasonable.

E. PAYMENT SYSTEM

Statement SA A N D SD Mean VI
1. Various payment options are available 225 73 29 8 1
in Deliver Na Iligan (67.0%) (21.7%) (8.6%) (2.4%) (0.3%)
4.53 SA

2. The payment process is efficient and 228 79 23 5 1

fast. (67.9%) (23.5%) (6.8%) (1.5%) (0.3%)
4.57 SA

3. The payment options provided are 236 69 20.5 5 1

very convenient. (70.2%) (20.5%) (7.4%) (1.5%) (0.3%)
4.59 SA

Overall 4.56 SA

To better understand this area of the research, the researcher recalls on the modes of payment

(Table 6) available on Deliver Na Iligan according to the responses. It tackles about the opinions of the

respondents under six (6) category which are: Strongly Agree (SA), Agree (A), Neutral or Undecided (N),

Disagree (D), and Strongly Disagree (SD).

The first statement showed the responses for the respondent’ perceptions on the various payment

options are available in Deliver Na Iligan online platform. 225 or (67.0%) said that they “Strongly
Agree”, 73 or (21.7%) “Agree”, 29 or (8.6%) Neutral/Undecided, 8 or (2.4%) “Disagree”, and 1 or

(0.3%) “Strongly Disagree”.

The second statement talked about efficiency and speed of the payment process. 228 or (67.9%)

“Strongly Agree”, 79 or (23.5%) “Agree”, 23 or (6.8%) “Neutral/Undecided”, 5 or (1.5%) “Disagree”,

and 1 or (0.3%) “Strongly Disagree” on the idea that the payment processes in Deliver Na Iligan were fast

and efficient.

The last statement to describe in this table is the responses of whether the payment options

available in the platform are convenient. 236 or (70.2%) for “Strongly Agree”, 69 or (20.5%) for

“Agree”, 20.5 or (7.4%) for “Neutral/Undecided”, 5 or (1.5%) for “Disagree”, and 1 or (0.3%) for

“Strongly Disagree”.