Group 3 Final Paper (Content)

Which On Which: Ordermo, Jollibee, or McDonald’s 2
APPROVAL SHEET
This research study entitled

Which On Which: A Relative Valuation of Ordermo to Jollibee and McDonald’s
Delivery Services in Dinalupihan Amidst the COVID19 Crisis
prepared and submitted by MEDRANO, SHEENA MAE P., CAPUS,

BIANCA MAXIM O., ADATO, CHARLES LESTER G., AGNAZATA, ANDREA
IANE C., CARRILLO, TRIXIA ANNE M., LIM, MARY ANGELINE H.,
ORNUM, MAVRICK NATHAN MIGUEL C. In partial fulfillment of the course
requirements in Investigation, Inquiries and Immersion, an applied subject in the strand
Accountancy, Business and Management (ABM), has been examined and is
recommended for acceptance and approval for oral defense examination.
MR. EMMANUEL S. ABAO, JR.

Adviser
PANEL OF EXAMINERS
Approval in partial fulfilment of the requirements for the subject Investigation,

Inquiries and Immersion, an applied subject in the strand Accountancy, Business and
Management (ABM) by St. John’s Academy Inc. – Senior High School Research
Committee.
MR. VINCENT L. SANTOS

Chairperson
NAME NAME
Member Member
GEMMA R. YAO, Ph. D.

School Principal
CERTIFICATE OF PLAGIARISM CHECK
This research study entitled
Which On Which: A Relative Valuation of Ordermo to Jollibee and McDonald’s

Delivery Services in Dinalupihan Amidst the COVID19 Crisis
prepared and submitted by MEDRANO, SHEENA MAE P., CAPUS, BIANCA
MAXIM O., ADATO, CHARLES LESTER G., AGNAZATA, ANDREA IANE C.,
CARRILLO, TRIXIA ANNE M., LIM, MARY ANGELINE H., ORNUM,
MAVRICK NATHAN MIGUEL C. passed the plagiarism check using the Turnitin
application and is recommended for acceptance and approval for oral defense examination.
MRS. JENILYN E. TOLENTINO, RL

School Librarian
ACKNOWLEDGEMENT
First and foremost, the researchers wish to express their gratitude to God for
pushing the members of this study to give their all; for providing them strength and wisdom
during the time they spent doing this research.
They would also like to give their deepest gratitude to their research adviser, Mr.
Emmanuel S. Abao Jr., who gave pieces of advice and gave the researchers a challenge
where they can test their intellect, perseverance, and efforts despite the ongoing pandemic.
He helped them learn how to write a good research paper and fed them enough knowledge.
The researchers would also like to express their gratitude to the authors of the
related literatures, related studies, and related theories. These people helped them prove
their statement more meaningfully as well as gave them enough background knowledge.
Also to the friends and family who never got tired of hearing their rants and for the
endless support and inspirational messages, deepest gratitude grant upon them.
Finally, their fellow researchers for the time and effort contributed in the making
of this paper.
MSMP
CBMO
ACLG
AAIC
CTAM
LMAH
OMNMC
TABLE OF CONTENTS
Title Page……………………………………………………………………... 1
Approval Sheet……………………………………………………………….. 2
Certificate of Plagiarism Check………………………………………………. 3
Acknowledgement……………………………………………………………. 4
Table of Contents…………………………………………………………….. 5
Abstract……………………………………………………………………….. 6
1.0 INTRODUCTION………………………………………………………. 7–9
2.0 REVIEW OF RELATED LITERATURE…………………………….. 9 – 33
2.1 Theoretical Framework………………………………………. 9 – 15
2.2 Literature Review……………………………………………. 15 – 29
2.3 Paradigm of the Study………………………………………... 29
2.4 Problem of the Study………………………………………… 30
2.5. Hypotheses of the Study…………………………………….. 30 – 31
2.6 Objectives of the Study………………………………………. 31
2.7 Significance of the Study…………………………………….. 31 – 32
2.8 Scope and Delimitations……………………………………... 33
2.9 Definition of Terms………………………………………….. 34
3.0 RESEARCH METHOD………………………………………………… 35
3.1 Research Design……………………………………………... 35
3.2 Research Locale……………………………………………… 35 – 36
3.3 Population and Sampling…………………………………….. 36 – 37
3.4 Research Ethics………………………………………………. 37 – 38
3.5 Research Instruments………………………………………… 38
3.6 Data Collection………………………………………………. 39
3.7 Data Analysis………………………………………………… 39 – 42
4.0 RESULTS………………………………………………………………... 43 – 56
4.1 Discussion……………………………………………………. 57 – 60
4.2 Conclusion…………………………………………………… 61 – 62
4.3 Recommendations…………………………………………… 62 – 63
REFERENCES……………………………………………………………… 64 – 70
APPENDICES………………………………………………………………. 71 – 76
ABSTRACT
Upon the arrival of the pandemic, the number of people who order online and use
various delivery services increased significantly. Companies eventually learned to adapt to
the new normal, which includes an alternative method of delivering their products and
services to the market. The objective of this study is to determine the differences of
Ordermo's delivery services among Jollibee and McDonald's in terms of affordability,
accessibility, and convenience. The researchers used One Way Analysis of Variance
(ANOVA 1) in determining the differences of the three food delivery services based on the
respondents’ experiences. The respondents of this research study were the residents of
Dinalupihan, Bataan, aged 15 to 40, who uses three food delivery services, i.e., Ordermo,
Jollibee, and McDonald's. The researchers used purposive non-probability sampling in
selecting 126 respondents. Information and data were collected via Google Forms – an
online survey questionnaire. This instrument allows researchers to immediately gather
information from respondents with the help of the Internet. The findings of the study
revealed that there were no significant differences among the services of Ordermo, Jollibee,
and McDonald's as the data showed that respondents agreed on the affordability,
accessibility, and convenience of the three delivery services. The results showed that the
study's hypothesis was correct – there were no significant differences among the three
delivery services in terms of the stated categories. Therefore, the researchers claimed that
these categories were not the factors that customers of the three delivery services have been
considering in utilizing a service, particularly food delivery service.

1.0 INTRODUCTION
Delivery services started way back in the ancient times; however, it is not as convenient
and fast as todays. Nevertheless, as time passed by, it has been one of the necessities in the
lives of most individuals. Through the innovation and occurrence of advanced technology
in the present time, it can now be used through device gadgets like smartphones, making it
easier for consumers to fulfill their needs.
Even before the start of the coronavirus outbreak, delivery services, specifically, food
deliveries are already known worldwide for its convenience to working people or even to
students. A person can have a quality meal without the need of going to the physical store,
instead, just by tapping on their phones. It doesn’t only favor the consumers but also the
businesses involved; it makes the selling of goods faster and simpler.
Upon the arrival of the pandemic, the number of individuals who order online and use
various delivery services had elevated to a great extent. Due to the virus outbreak, all
restaurants and businesses were not able to cater a wide number of people in order to
comply to stringent protocols implemented - physical distancing in particular. Eventually,
companies have learned to adapt to the new normal system wherein it includes the alternate
way of serving their products and services to the market. According to Report Linker
(2021), online food delivery services have a compound annual growth rate of 10.3% for
having sales of $126.91 billion in 2021 compared to $7 billion from 2020. Through the
global statistics, it manifested how frequently food delivery services has been used by
customers during the start of pandemic and how it was intensified in the following year
wherein businesses and companies have mastered the motion of their transactions amidst
the crisis.
In the United States of America, multiple online food delivery applications took toll
during the pandemic including Seamless, Grubhub, Uber Eats, Postmates, and DoorDash.
Seamless is the oldest among the five applications having 600 cities to serve with more
than 1 million users on Google Play Store. Meanwhile, GrubHub and the other applications
also have millions of users in the US even in other countries. According to one business
owner in California, these food delivery services are not in demand before the start of the
pandemic for consumers and businesses believed that it has a much higher expense. But as
new protocols were imposed aligned to the virus, less people can have dine-ins, less
restaurants can operate, which made way for this industry to be known and arouse.
Approximately 3 billion of the increase in income of these delivery applications was
recorded in the third and fourth quarter of last year (Market Watch, 2020).
On the other hand, Asian people already love the idea of ordering online and having
their foods on takeout. Even before the virus, the revenue of the online food delivery market
spikes high and expanded even more during several lockdowns. China, being the world’s
biggest online food market, had reached 51.5 billion USD last 2020 (Market Research,
2020). Furthermore, the enforcement of strict quarantine protocols had provoked more
individuals into engaging to online market. It was reported that there has been a significant
growth of 30% in some delivery companies like foodpanda and Grab in Malaysia
(Techwire Asia, 2021).
Likewise, in the Philippines, most of the restaurants and fast-food chains offer delivery
services; however, there are still more online applications that can help consumers and
businesses to connect. Plenty of online food delivery services are present most especially
in Manila such as foodpanda, LalaFood, GrabPH, and Zomato PH – all using the online
platform and have access to different restaurants.
In Dinalupihan, even if it is just a small municipality in the province of Bataan, food
delivery services are still known and loved by citizens, even prior to the COVID-19 crisis.
But it boosted up when rigid quarantine regulations were enforced. Almost every fast-food
chain in the municipality offered a much more convenient way of ordering through hotlines
and mobile applications. New online delivery service application also boomed during the
quarantine. These platforms are being used by the citizens from all ages however people
are looking unto the most trustworthy, convenient, and cheapest way of purchasing food
online. It has been a question on how does the online food delivery, Ordermo, differ from
the offered delivery services of McDonald’s and Jollibee.
Since people were more engaged in the online food delivery market, it was significant
to learn the differences of each service to determine which among them could really help
in maintaining the business and satisfying the consumers.
2.0 REVIEW OF RELATED LITERATURE
2.1 Theoretical Framework
Diffusion of Innovation Theory
Diffusion of Innovation (DOI) is a theory developed by E.M Rogers in the year
1962. This theory is meant to discuss the origin of communication and expound it to
produce innovative technology. According to Wang et al. (2018), communication, time,
civilization, and innovation are the significant components that influence customers.
Recently, online food delivery has become popular to convey customers' needs and/or
cravings. Through this theory, technologies and devices developed, and applications
became the start of online food delivery. Accordingly, it considers the affordability,
accessibility, and convenience of the products and services through online food delivery
through the consumers' behavior and interests. Due to the advancement of technology, most
individuals depend on it in which also influence their way of choosing their preferred food
delivery applications based on their behaviors, considering it as:
A. Accessibility
Customers had a wide range of selection with their preferred food delivery
application in which it can be accessed easily. Through food delivery applications,
the soaring of its accessibility occurs where consumers can access various choices
and even limited offers and promotions.
B. Affordability
Customers saved up money from food delivery applications with just one
click away, and they are delivered right away without spending any money on self-
transportation. Although delivery charges may occur, but safety, time saved, and
fewer expenses for the transportation of the buyers themselves are the factors
affecting the subject.
C. Convenience
Mobile applications allowed electrical supply chain management services,
which brings convenience for the customer and a new form of marketing or
advertising one's product and service. Recently, the innovation of people has
become more precise and newer to make the everyday lives of people easier and
more convenient. The advancement of technology allowed consumers to purchase
their needs and wants through their devices' applications without any hassle of
physically going to establishments.
Theory of Planned Behavior
In the new normal brought by COVID-19 in Indonesia, Prasetyo et al. (2021)
employed an extended Theory of Planned Behavior (TPB) to discover variables impacting
customer satisfaction and loyalty in online food delivery services (OFDS). In addition, Yeo
(2021) used the theory of planned behavior to investigate factors that influence
convenience motivation and post-use usefulness in order to assess attitudes and behavioral
intentions for OFDS apps. Despite the existence of current studies on user satisfaction and
loyalty toward OFDS apps, there is a major paucity of study on addressing OFDS in
Indonesia during the COVID-19 pandemic. It is vital to continue to apply theory of planned
behavior in the context of OFDS during the COVID-19 outbreak in Indonesia.
A. Convenience
People have gotten busy as a result of urbanization, and they only have a limited
amount of time to cook food and dine in restaurants. As a result, individuals are
increasingly turned to online food delivery services to save time and effort when dining
out. Time and effort convenience are important factors in determining people's attitudes
regarding OFDS.
B. Perceived Ease
The extent to which a person perceived that using a certain system will be
comfortable. The end-point where humans use technology is the utilization of
facilitating conditions.
C. COVID-19 Intensity
During the COVID-19 crisis, large-scale societal restrictions will force the closure
of several establishments that do not fulfill safety standards. Online meal delivery
services amidst the pandemic is thus a smart way to help minimize the virus's potential
transmission.
D. Price
People chose OFDS over eateries because it offers lower prices.
E. Actual use had a signiﬁcant direct effect on satisfaction and loyalty.
Connection between users and business suppliers generated experiential value. This
interaction occurs when consumers use or consume products/services directly; in the
case of the current study, it occured during the actual use of OFDS.
Theory of Consumption Value
Theory of Consumption Value (TCV) was developed by Jagdish Sheth in 1991,
through an article entitled, “Why We Buy What We Buy: A Theory of Consumption
Values”. This theory delivered the perception of consumers in terms of their purchases;
how behavior affects in deciding what to purchase or not; why buyers pick one item type
over another, and/or they choose one brand over another. This theory has been employed
by other scholars in studies regarding online services and products to further analyze the
relation between consumers’ behavior and consumption value. It is based upon five
consumption values namely functional, emotional, epistemic, social, and conditional
values (Sheth, 1991, pp.160-163).
A. Functional Value
Functional value is gained from an alternative's ability for practical, effective, or
actual usage. A consumer decided on the purchase according to the usefulness of an
item or service.
According to Ferber (1973), reliability, durability, and price are some of the key
factors that can affect a product’s utilitarian worth. Moreover, functional value is
believed to be the top basis of most consumers in purchasing an alternative in which
was supported by Marshall (1890) and Stigler (1950)’s advanced utility theory.
B. Social Value
Social value is being defined as the apparent product procured from the relationship
with an explicit gathering of people. A product obtains a value through connections
with emphatically or contrarily generalized segment, financial, and social ethnic
gatherings. The majority of customers' purchasing decisions are impacted by society –
by what is popular and what the majority of people own. Because of relational
connection and data dissemination, Rogers (1962) and Robertson (1967) have proven
the importance of social aspects in shopper decision.
C. Epistemic Value
To generate epistemic value, consumers' interest and curiosity are piqued by the
alternative's ability. Individuals are unable to deal with an unfamiliar concept that they
must always do something to fill the information gap. On the consumers’ point of view,
a product must be tried to know what it has to offer – which one is good and has the
capability to sustain needs; however, in order to decide, they must first try and
experience to identify. Novelty and variety seeking factors have been hypothesized to
stimulate product search, trial, and switching behaviors (Katz and Lazarsfeld, 1955;
Howard and Sheth, 1969; Hansen, 1972; Hirschman, 1980).
D. Emotional Value
Emotional value pertains to the alternative’s extent to elicit sentiments or emotions.
When an alternative is connected with specific sentiments, or when it causes or
perpetuates those feelings, it gains emotional worth. Some people are sentimental about
a particular item or service; they tend to associate it with a personal experience, and as
a result, they become attached to it and find it difficult to let go. Dichter's (1947)
motivation research was crucial in establishing the idea that noncognitive and
unconscious motives may drive customer behavior. Further, (Orstein, 1972; Hansen,
1981) also enunciated the huge group of work on hemispheral cerebrum lateralization
in which directs the particular purpose of the sides of the brain: verbal and visual
functioning.
E. Conditional Value
Conditional value refers to the perceived utility of an alternative as an effect of the
unique combination of circumstances that the consumer is confronted with. An option
gets conditional value when it is subjected to physical or social factors that enhance its
functional or social value. In some instances, a consumer only acquires a specific
product or service according to the situation, whether it is seasonally needed, or for
emergency. Howard (1969) emphasized the relevance of learning that occurs as a result
of experience with a given circumstance as based on Hull's idea of stimulus dynamism.

Howard and Sheth (1969) built on Howard's previous work by characterizing construct
inhibitors as non-internalized forces that obstruct purchasers' desires. Sheth (1974)
formalized the idea of inhibitors in his model of attitude-behavior link in the form of
anticipated scenarios and unexpected happenings.
2.2 Literature Review
Consumers always had different approaches in their preferred food delivery
services. However, several delivery apps were introduced to most, due to the pandemic,
which satisfied their cravings and appetite. The COVID-19 has been existed for about two
years now, making most people depend on their smartphones, personal digital assistants,
and other gadgets that can access social media, various apps, and websites, fulfilling their
leisure time inside the house. As food delivery apps became well-known, most people use
these for a more accessible and convenient way of buying food instead of going physically
in stores, shops, and restaurants to lessen physical contact with other people. The top
factors of using food delivery apps amidst the pandemic are convenience, price, and time
saved, which give advantages to both consumers and businesses (Dishman, 2020). Since
there are less developed countries, accessing such apps is a hassle for most users, thus,
struggling in navigating through food delivery apps. Moreover, innovation during the
pandemic became more advanced and precise for easier accessibility and lesser time-
consuming way of ordering food. These innovative ways of service affect the behaviors of
each consumer towards their preferred food delivery service, giving them satisfaction with
their chosen app/s, and eventually be a loyal customer.

Moreover, people have been busy in the urbanized age, as stated by the Journal of
Open Innovation (2021). Working individuals do not have the luxury of time to prepare
food and dine in restaurants. As a result, individuals increasingly switched to online food
delivery services to save time and effort when dining out. Time and effort convenience are
important factors in determining people's attitudes regarding online food delivery services.
Because we are currently dealing with a pandemic, these services became more handy and
easier to use than physical transactions in restaurants and fast-food chains.
According to Sebastian (2020), the new normal has given rise to several food
delivery enterprises, as well as higher demand for food delivery riders, as a result of the
unexpected ‘boom’ in food delivery. Furthermore, food delivery services provided more
convenience and speedier transactions. Many individuals have delivery apps installed on
their phones since many places are on lockdown. This is a far more reliable and easy
method of ordering food from restaurants and fast food companies.
Food delivery service is one of the most significant breakthroughs in the recent
decade, according to Zoleta (2021). During the COVID-19 epidemic, its significance was
emphasized even more. Nobody wants to risk their safety by going out, so many people
order food online and have it delivered to their door.
Malasig (2021) stated that as the intensified community quarantine takes place
throughout Metro Manila and designated districts, businesses in the food industry and
ordinary Filipinos are putting in place initiatives to help food items be supplied to
consumers in the most convenient manner. Restaurants and other non-essential services are
temporarily closed as a precautionary step against the coronavirus pandemic, in an effort
to limit the deadly pathogen's transmission rate. However, there are numerous food services
that continue to thrive and solely offer take-out and/or delivery options so that Filipinos
can continue to eat in the comfort of their own homes without the worry of becoming
infected.
The government has also deemed food delivery services to be vital. SM Supermalls
just started its own Viber group devoted to food delivery and takeout. Members of the
group may see which SM mall restaurants and food establishments accept orders and pick-
up. Viber groups have been formed in Metro Manila, Baguio, Pampanga, Olongapo,
Cavite, Laguna, Iloilo, Bacolod, Davao, Cagayan de Oro, Palawan, Cebu, Batangas, and
Quezon Province. Angkas, a motorcycle taxi service, has established its own program
called "Angkas x Restos" to assist Filipinos with meal delivery. Users may place orders at
Black Scoop Cafe, Mama Lou's Italian Kitchen, Zark's Burger, Goldilocks, and Bacolod
Chicken Inasal, along with other restaurants and food places. The delivery charge,
according to Angkas, will go directly to their bikers to assist them earn money in the midst
of the increased community quarantine.
The researchers expressed ideas with these articles to determine the consumers’
preferred apps in terms of convenience, time saved, and price. Newly introduced apps to
most people provided their needs, especially food as the most essential amidst pandemic.
These innovative apps brought advancement and easier accessibility for most people in
terms of food delivery instead of physically buying their foods. Moreover, these literatures
raised awareness to assist people in selecting their chosen mode of delivery. This passage
depicted how impressive food deliveries are, because customers are unable to leave the
house and physically buy their food in the establishments; instead, food delivery became
the best option to purchase their food. Thus, food deliveries were popularized amidst the
pandemic as strict health protocols were implemented in almost all places.
According to Soni (n.d.), every online food ordering and delivery business now has
a mobile app available on multiple app stores, and almost everyone in urban areas owns a
smartphone. Customers who placed orders through the mobile app may track their orders
on the app itself because GPS is already included in every smart phone. The app also shows
you how long it will take for your product to arrive. These apps made it easier for customers
to interact with a restaurant or a fast-food chain. This will make ordering food through
applications on the internet more efficient.
Meanwhile, more Filipinos are using meal delivery apps today than in the previous
years, as claimed by Merez (2021). According to a survey conducted by Meal Trend
Reports (2021), pizza and cake are the most popular food delivery orders during the
pandemic, with 70% of Filipinos ordering pizza, 56% on cake, and 33% on pasta.
Customers typically have children and families, which are the primary focus of their orders,
as young families like the convenience of using meal delivery apps to buy food.
The aforementioned articles showed how online food delivery applications brought
convenience to consumers. Through the advancement of technology, people provided their
own insights and preference in terms of food and service. This helped the businesses in
improving their terms of service. The researchers used the following literatures in
discovering how the businesses developed their services based on the needs of their
consumers. Also, it distinguished the factors that Jollibee, McDonald's, and Ordermo
contain that varies customer preferences.

Sumagaysay (2020) stated that delivery apps have become highly significant for
both business companies and consumers as more people order groceries and take-out food
during the coronavirus pandemic. The recent IPO filing of DoorDash Inc. DASH, as well
as financial reports from Uber Technologies Inc. UBER, Grubhub Inc. GRUB, and
Postmates, have provided a more detailed insight at delivery applications' business in 2020
and it is evident that the pandemic has improved the industry significantly. Several
restaurants will have no option but to use the applications in the near future. A July Cowen
& Co. survey of 2,500 consumers, 52% indicated that they would avoid restaurants and
bars even if they completely reopened, and a recent increase in COVID-19 cases
throughout the country means many establishments are now facing onsite-dining
limitations. The number of seated customers in the United States fell by 52% during the
week of November 19-23, stated by the restaurant reservation website, OpenTable.
Moreover, Ibañez (2021) reported that foodpanda Philippines had grasped
approximately 70% market share among food delivery apps in the country after a demand
surge from the previous year. After the lockdown, which resulted in a rise in demand for
delivery services, the company's user base increased by eight (8) times from February. In
this case, the term ‘demand’ pertains to the ease and comfort that customers experience
upon the process of purchasing items online. Due to lockdowns and community quarantine,
customers were prohibited from going out from their houses, thus, utilizing online
shopping in order to acquire certain needs and wants.
The abovementioned literatures manifested the rapid growth of online food delivery
services in the midst of the coronavirus outbreak in which benefited both business owners
and consumers. As the businesses had an increase in profit, customers have also been
satisfied by the continuous improvement in the service. Thus, these articles helped the
researchers in distinguishing factors that consumers always consider in purchasing on an
online delivery application, and how their preferences could affect their decisions.
Moreover, the aforesaid articles helped the researchers identify the significant innovations
of Jollibee, McDonald's, and Ordermo's delivery services in the midst of this pandemic.
Furthermore, Garcia (2021) reported that most restaurants and businesses were
temporarily closed, while some were able to change and adapt to food delivery and through
internet organization applications. According to Reuters (2021), quoting President Ming
Maa, total group income at Southeast Asian ride-hailing and food delivery business Grab
increased by nearly 70% annual growth in 2020 and had returned to comfortably exceed
pre-pandemic levels. As shown in a statement on the Grab website, over 12,000 merchants
joined the platform in the Philippines between March and June of last year, and small
business sales increased by at least 57 percent during the health crisis. Although consumers'
primary concern in 2019 was the impact of their decisions on the environment, it was about
the food and safety from the previous year.
Lastly, Arnaldo (2020) conducted a report study on how the owners of the
businesses face the new normal for food consumption. Paul, the owner of Papa Diddi's,
who avoided deliveries of ice cream due to its refrigeration constraints, also had no choice.
Papa Diddi's immediately increased pint manufacturing and pursued on-demand delivery,
fearing about his staff's safety and the cost of inventory holding. They acquired insulated
bags and opted for the direction that food appears to be heading right now which is the
social media and delivery services. Another business is the 12/10 shop. Customers
interacted even more with 12/10's blog about everything – food and beverage: 12/10
recipes, drinking how-to's, and cocktail ideas, courtesy to their pre-lockdown website,
which fortunately became their much-needed channel for keeping the 12/10 spirit alive.
12/10 also launched an online store wherein customers can purchase home cooking kits,
bottled sauces, home bar kits, and their famous shortbread treats.
These articles contained essential informations on how business owners dealt with
the situation in the midst of the pandemic. It also demonstrated a variety of approaches to
managing enterprises, including food deliveries, and providing customers' demands and
wants regardless of current circumstances. Moreover, it provided important data and
information about customer satisfaction with the new normal food consumption in various
restaurants, stores, and shops.
Review of Related Studies
The Philippines is one of the several countries that are still in hem in terms of
providing health care and responding to the needs of every Filipino during the COVID-19
crisis. Due to this fact, dine-ins and physically ordering food in restaurants and fast-food
chains are still prohibited for most businesses because of the implementation of health
protocols and social distancing to lessen the spreading of the virus. From March 2020,
when the COVID-19 crisis began, many businesses declared bankruptcy, and most
employees lost their job, even food businesses. Due to the fact that health is more
important, most food businesses temporarily closed and halted their operations, resulting
in gaining almost no income. After few more months, some were allowed to continue
operating their companies, especially food businesses. However, there are no dine-ins,
which resulted in the sudden increase use of food delivery apps such as Grab Food and
foodpanda. These food delivery services brought advantages for both the customers and
business owners. First, customers received their food and goods safely and without any
hassle. While owners and employees got their business to run again, and all are safely
working for the business (Vigilia et al., 2021). Moreover, in accordance with the new
normal, only a few restaurants and food chains can operate, which resulted in them
changing their strategies and old process with finding new and cheap raw materials to be
retained to the former materials that were used to make the product the same quality but in
a more affordable price.
Moreover, Chotigo and Kadono (2021) asserted that the results indicate that
satisfaction is a key factor in determining whether or not to use food delivery applications.
The significance of social influence, trust, convenience, and application quality in meeting
the demands of satisfaction toward the purpose to use was identified, with application
quality being one of the most significant. However, habit was shown to have an adverse
correlation with satisfaction, while price value was found to have no effect. The statistical
evidence supports the concept that food delivery app users have learned that there are no
additional price benefits to placing a food order with or without a delivery app, and that
financial concerns appear to play a minor impact due to the lower cost (e.g., delivery fee,
commission fee). The invalidated relation between price value and adoption satisfaction
shows that, given today's food delivery application's focus on positive feelings, the user's
perceptions of commission fees, discounts, or coupons while using food delivery apps are
no longer a reliable indication (Chotigo, 2021).

Furthermore, in a study conducted by Kim Dang et al. (2018) on consumer
preference and attitudes toward online food products, it observed how the internet had
altered people’s food-buying behaviors – consumer’s underlying concerns about food
safety information were identified. Packaging and delivery are the main priority of
consumers when it comes to purchasing food online. Modern consumers showed more
interest on sustainable and recyclable packaging along with safe and secure delivery (Hu
et al., 2019). As COVID-19 continued to scatter all around the world, limiting customers
from purchasing and eating food inside restaurants, online food delivery became the
standard. As such, food delivery firms adapted accordingly to the preferences of their
consumers – taking safety and sustainability into account.
Likewise, according to Flores and Castaño (2020), 94.50% out of 462 participants
chose food delivery services amidst pandemic instead of physically going to restaurants or
establishments. The participants depended on their food delivery services in terms of
convenience in which will not be time-consuming since most consumers are work-from-
home as well as students in online learning. The innovative food delivery apps made it
easier for all the respondents to respond and secure their needs. From March 2020, when
the COVID-19 crisis began, the use and demand of food delivery services increased, and
it became the basis of the respondents. The consumers’ behavior generally was affected in
selecting their preferred delivery services.
These studies showed client satisfaction and their preferences when it comes to
delivery service applications. Purchasing and selling food benefits both the buyer and the
seller. Furthermore, the research focused on the needs and desires of consumers when it
comes to ordering and selecting their preferred delivery app. Finally, the data acquired in
this study may be valuable in determining which delivery service application is the easiest
and most convenient for customers.
In the study of Gamila (2021) about the revenue escalation of online food delivery
amidst the pandemic, it was concluded that consumers switched from physical to online
purchases throughout the epidemic, thanks to e-commerce technologies. In addition,
people also learned how simple it was to have food delivered to their homes without
jeopardizing their health. By adjusting to the growing demand of consumers, technological
innovation played a critical role in supporting the food delivery sector. Furthermore, user
experience is extremely pertinent in acquiring consumer trust and loyalty. Gamila (2021)
recommended that investing in research and development can keep food delivery
companies up to date on the latest advances in IT applications in the industry.
Moreover, online food deliveries, as stated by Li et al. (2020), necessitated
extremely efficient and scalable real-time delivery services. Restaurants can use current
workers for self-delivery, such as servers at some small restaurants, or they can hire and
train specialized delivery crews, as seen with some of the big restaurant brands like KFC,
Domino's, and Xibei. If their delivery crew is unavailable, online meal delivery services
are accessible because they have enough workers or teams to deliver your order right away.
They will be more accessible to provide a service or product using these strategies.
According to the Journal of Internet Banking and Commerce (2017), human habits
and preferences have evolved over time since they have been highly influenced by
technology and information from around the world. The internet has been extremely useful
to the food sector because it has enabled the industry to offer online meal ordering services,
which helps both business owners and customers. Clients also prefered the ease and
convenience of ordering food online because it eliminates the problems of bad traffic or
bad weather. The online food ordering system is a comprehensive self-service system that
gives clients control over their ordering pace while decreasing the number of personal
interactions that can occur in the restaurant.
Furthermore, Gupta (2019) affirmed that as the technology advances, people of
today's generation become more dependent on it. On the other hand, businesses are
maximizing the idea of people being into technology by outsourcing into an online service.
The youth in the current time are more engaged in various activities that they always resort
to a more convenient way of acquiring their needs. Based on a study, 50.8% of individuals
surveyed would choose to order online because they were too slothful to cook. As
consumer preferences improve, businesses often take that as an opportunity to innovate.
Online food service is the most suited development to the behavior and livelihood of people
today.
Along with, Dones and Young (2020) of Mapua University agreed that delivery
services applications arose in response to the COVID-19 pandemic, and they were
primarily utilized to order food and groceries since Lalamove and Grab are the city's top
delivery couriers. Nonetheless, the use of delivery service applications is increasing as
people are diverted to buy online owing to limits on traveling outside, as individuals
typically order food and groceries since a significant number of consumers work from
home or have online classes. Also, the main factor that customers consider on choosing the
delivery app is delivery speed and preferred delivery time of the customer.
Besides, Prasetyo et al. (2021) stated that any meal delivery transaction with a
monetary value that is done through mobile portable devices, such as smartphones or
personal digital assistants, is defined as an online food delivery service (OFDS). Because
of the increase in internet users, OFDS became a widespread platform in 2020. Academics,
marketing executives, and even the retail business are all attempting to improve OFDS in
order to cut costs while increasing usage. Indonesia is among the developing countries
where OFDS is widely used in daily life. The theory of planned behavior (TPB) has been
employed in several research to investigate OFDS apps. Lau and Ng used the theory of
planned behavior to discover numerous characteristics that influence OFDS app behavioral
intention (perceived ease of use, time saving orientation, convenience motive, and privacy
and security). In addition, Yeo et al. used the theory of planned behavior to examine factors
(hedonic motivation, prior online purchase, time saving orientation, and price saving
orientation) that influenced convenience motivation and post-usage usefulness in order to
determine attitudes and behavioral intentions towards OFDS apps. Despite the fact that
studies on consumer satisfaction and loyalty to OFDS apps are available, there is a
significant paucity of research on addressing OFDS during the COVID-19 outbreak in
Indonesia. Further implementation of TPB in the context of OFDS during the COVID-19
pandemic in Indonesia is critical.
The aforementioned studies showed how simple and practical it is to use online
food delivery services during the pandemic. Considering the existence of the current health
and economic crisis, the use of online food deliveries rather than going out and buying in
stores is significantly handier. It is also less tense to deal with traffic outdoors, and online
shoppers would not want to leave their house and interact with numerous people. It also
showed whether fast-food chain employees or products meet the satisfaction of its clients,
ensuring that they remain loyal and pleased to their store.

Moondra et al. (2020) stated that ordering food using apps provides convenience to
customers, especially because it is quick due to the use of technology, and prominent
businesses employ technology to promote their cuisine over the internet. Customers benefit
from having meal delivery apps on their cellphones since they give good convenience and
a choice of options. The number of people who use meal delivery apps has increased
exponentially of two during the pandemic, compared to previous years, since food delivery
apps have grown in popularity, and many people choose to use them because they are more
convenient and ready to use.
Equally, Hirschberg et al. (2016) stated that as new internet platforms rush to grab
markets and customers across the Americas, Asia, Europe, and the Middle East, the
industry of delivering restaurant meals to the home experiences fast change. Despite the
fact that these new internet platforms are garnering significant investment and high
valuations—five are currently valued at over $1 billion—there is little meaningful
understanding about market dynamics, growth potential, or user behavior. McKinsey's
research, based on a six-month study spanning 16 countries throughout the world, offered
insight into this rapidly evolving sector.
According to Collison (2020), rapid e-commerce expansion made it an ever-
important topic to research. Even in conventional industries, well-established offline
businesses have embraced new internet sales platforms in order to boost their profits. As a
result, traditional brick-and-mortar stores have become hybridized, operating both online
and offline. With the advent of online meal delivery services, one of the most common
applications of this current hybridization is in the restaurant industry. The embryonic
business has seen tremendous growth in the total number of transactions and revenue due
to a wave of new food delivery companies. The crowding-out effects and market
expansions produced by the staggered arrival of online food delivery services are examined
in this study.
These studies indicated how customers select delivery services based on a variety
of factors that may influence their decision. Food delivery services, both local and foreign,
are chosen based on the comfortability of the customer. Convenience, cost, and
accessibility all influenced a customer's decision to use a food delivery app to place an
order. Furthermore, brand promotion is addressed in these studies. In order to make the
delivery service noticeable, it is critical to market the brand and give enough advertising.
The information gathered in this study may be useful in determining how delivery services
should operate.
In a quantitative study conducted by Keeble et al. (2020) about the use of online
food delivery services in Western countries, 66.7% of the respondents claim that in the past
seven days, they ordered food from online food delivery services, (i.e., Just Eat, Postmates,
Grubhub) while the remaining 33.3% ordered from food outlets and delivered by the
outlets’ own delivery service.
The statistical data from the aforementioned study can be used in forming a
hypothesis on what do respondents prefer between ordering from Ordermo, which is an
online food delivery service, or directly from food outlets and delivered by their own riders,
such as in McDonald’s and Jollibee.
The food delivery services industry became prominent throughout the COVID-19
crisis, allowing businesses to provide for the needs of their customers through food delivery
services. Unnikrishnan and Figliozzi (2020) stated that in Portland-Vancouver-Hillsboro

Metropolitan, that the food delivery services are needed during the pandemic since it is the
only selection to deliver the foods to their customers since almost all of the establishments
strictly do not allow any dine-ins due to the health protocols implemented, most especially
to eliminate the spreading of the virus. The researchers conducted this study because it is
essential to distinguish the best food delivery services for each customer that varies with
their buying behaviors. The researchers discovered that each consumer had various criteria
for selecting meal delivery services as a result of their investigation. However, each of their
selections still fell with the affordability, accessibility, and convenience that the delivery
services provide.
2.3 Conceptual Framework
The researchers used the Asset, Function, Impact, and Benefit (AFIB) framework
for the conceptual design of the study. The figure below shows how it was conducted.
Figure 1. Asset, Function, Impact, and Benefit (AFIB) framework
ASSET FUNCTION IMPACT BENEFIT
Demonstration of Provision of
which three food reliable information
The technology The purpose of delivery services to business entities
Google forms was the most which can be
used on the utilized in
study was was to conduct convenient,
accessible, and improving
Google forms. survey. company/services
affordable
2.4 The Problem of the Study
The general problem of the study is to identify the differences of Ordermo's delivery
service among Jollibee and McDonald’s.
Specifically, it seeks answers to the following questions:
1. How may the delivery aspects of Ordermo, Jollibee, and McDonald’s be
described in terms of:
1.1 affordability;
1.2 accessibility; and
1.3 convenience?
2. Were there significant differences between the delivery services of:
2.1 Jollibee vs Ordermo vs McDonald’s;
2.2 McDonald’s vs Ordermo;
2.3 Jollibee vs Ordermo; and
2.4 Jollibee vs McDonald’s?
3. What were the factors Dinalupiheños considered in choosing their method of
food delivery?
4. How did the offered services give satisfaction to consumers?
2.5 Hypotheses of the Study
1. There is no significant difference among the delivery services of Jollibee,
McDonald’s, and Ordermo.

2. There is no significant difference between the delivery services of McDonald’s and
Ordermo.
3. There is no significant difference between the delivery services of Jollibee and
Ordermo.
4. There is no significant difference between the delivery services of Jollibee and
McDonald’s.
2.6 Purpose of the Study
The objective of the study was to determine who among the three food delivery
services (Ordermo, Mc Donald’s, and Jollibee) was the most convenient, accessible, and
inexpensive. It's also important for the researchers to understand what aspects consumers
consider when selecting a food delivery service, and what criteria they had used to select
food delivery services that would deliver their desired product. Another aim of this study
was to see if the services provided the level of satisfaction that a customer desires – whether
their offered products and services had achieved the level of satisfaction that their
consumers demand.
2.7 Significance of the Study
This study would help Dinalupiheños in determining the differences among the
three food delivery services, and eventually assist them in selecting the best one. The
researchers formulated this study to uncover the truth about how these delivery services
vary in terms of different criteria. The following organizations will benefit from the
outcomes of this research:
Food Delivery Companies. This research would benefit food delivery companies
in terms of improving their ability on managing their own services during the new normal.
In this study, valuable information and innovative ideas were offered to develop their
delivery services.
Business Industry. The crucial findings of this study could help the business
industry’s development in the society. This is beneficial in terms of knowing how a
company performance can affect its growth in the industry. This study provided business
entities reliable information that could be utilized in expanding and refining their company.
It also provided basis for possible innovations that could strengthen the industry.
Potential Consumers. This study is beneficial to consumers ordering on delivery
services available. The findings of this study are useful in determining what application of
food delivery service people prefer. It could be helpful to identify which method would be
the most convenient, affordable, and accessible for them.
Future Researchers. Future researchers could use the result of this study in
developing research problems relevant to this topic. Moreover, this could be used as a
reference for their future studies in conducting experiments and paying attention to other
aspects that were not included in this study.

2.8 Scope and Delimitations
This study would like to know the differences among the three food delivery
services (i.e., Ordermo, Jollibee, and McDonald’s) considering various factors and
opinions of each respondent ranging from 15-40 years old from Dinalupihan, Bataan. This
study focused on the usage of the respondents of Ordermo, Jollibee, and McDonald’s food
delivery app amidst pandemic comprehending from March 2020 to September 2021.
Moreover, food delivery services became the most used app amidst the pandemic due to
affordability, accessibility, and convenience for most respondents. Accordingly, this study
conveyed the factors of Dinalupiheños contemplated in choosing their method of food
delivery. The data and information helped the researchers figure out the offered services
and terms of the three food deliveries that gave satisfaction to customers.
This study utilized a comparative approach to assess the differences among the three
food delivery services. To ensure factual information, respondents showed their history
from their past orders among Ordermo, Jollibee, and McDonald’s. Furthermore, the
COVID-19 crisis in the Philippines started in March 2020 and is continuously striking in
the current time, September 2021, which made the researchers grasp this timeframe.
Further, the researchers focused only on the three major categories: accessibility,
convenience, and affordability, which are the most common factors that affect consumers
in choosing their food delivery service.

2.9 Definition of Terms
Alternatives – refers to an item or service to be sold.
Enhanced Community Quarantine (ECQ) - an order of stay-at-home with strict
restrictions for residents from traveling and going to public places to lessen the risks of
having a virus.
Hedonic Motivation – refers to the influence of a person’s pleasure and pain on their
readiness to move in the direction of a goal or away from a danger.
Online Food Delivery Service (OFDS) – refers to the process of ordering through the
use of website or an application.
Perceived Ease - the degree to which a person believes on using a particular system
would be free of effort.
Relative Valuation – refers to a beneficial and functional tool in valuing an asset, it is
used to see the similarities of two or more assets.
User Interface – refers to the navigational panel of an application (i.e., home page)
User Experience – refers to the overall experience of a user throughout their use of the
application.
3.0 RESEARCH METHOD
3.1 Research Design
The researchers used Comparative Analysis to determine the differences of the
three food delivery services (Ordermo, Jollibee, and McDonald’s) based on the
respondents’ experiences. The Strategic CFO (n.d.) stated that comparative analysis was
used to compare and identify the differences of each subject of the study.
Quantitative research had assisted the researchers grasp the given information,
factors, and aspects of the aforementioned delivery services. According to Judithe Sheard
(2018), quantitative research was based on the numerical approach of the study or simply
applying it with numbers. Accordingly, it was the unbiased type of research, making the
study more reliable and truthful through its organization, analysis, interpretation, and
numerical data of the study.
3.2 Research Locale
The research study was conducted in Dinalupihan, Bataan wherein various food
delivery services take place and several people were anchored in this kind of purchasing.
The researchers gathered respondents who have experience in using the delivery services
of Jollibee, McDonalds, and Ordermo. The researchers had conducted surveys to the
respondents in order to determine the significant differences among the three. The
researchers chose Dinalupihan, Bataan as the research locale as there were no similar
studies published in that certain location. Furthermore, easier access was also considered
by the researchers.
3.3 Population and Sampling
The respondents of this research study were the users of three food delivery services
applications (Ordermo, Jollibee, and McDonald's), aged 15 to 40 years old from
Dinalupihan, Bataan. They possessed a significant role in this research since they can gave
necessary insights based on each food delivery service's accessibility, affordability, and
convenience. The researchers used G*Power analysis to determine the suitable number of
respondents for the study. This research had a total of 126 respondents with 42 respondents
for each delivery service, aged 15 to 40 years old from Dinalupihan, Bataan.
The researchers used purposive non-probability sampling in gathering all the
respective respondents. In purposive sampling technique, the researchers chose on purpose
the members of the population that participated in the study. Through this sampling
technique, they had been able to dissect those individuals who have been users of the three
delivery services. Moreover, purposive sampling technique can provide a sample that can
be rationally presumed to be the representative of the population so everyone can respond
based on their experiences and not merely on assumptions.

3.4 Research Ethics
The preceding points were the most relevant concepts of documentary data analysis
related to ethical considerations:
The respondents' names, as well as sensitive information they supplied throughout
the survey were concealed from Ordermo, Jollibee and McDonalds’ consumers in
Dinalupihan, Bataan. To avoid copyright violations, the researchers made sure to strictly
follow necessary formatting and citations when it came to sources of information.

A formal letter was sent to Mr. Emmanuel Abao Jr., the research project adviser,
for permission and consent from the school administration to conduct a survey, providing
sample surveys and the statement of the research study's problem. Due to environmental
restrictions, the researchers used Google Forms to conduct the survey. Rest assured, the
respondents had their own autonomy, and the researchers did not intrude on their personal
space.
The research was conducted in an open and honest manner. All information
received from survey respondents were handled responsibly and transparently. All of the
researchers were responsible for ensuring that all of the processes were completed with
honesty and integrity, with no misleading data or biases in the data collected.
3.5 Research Instrument
The researchers acquired information and data with the help of Google Forms as a
survey questionnaire. This instrument had been employed as it allowed researchers to
readily acquired information from the respondents. It was convenient and straightforward,
since it had summarized all the obtained data immediately. This instrument was also used
as it allowed researchers to gather information from the respondents quickly. It was
practical and simple to use because it automatically summarized all the data collected.
3.6 Data Collection
After determining the credibility of the research instrument, the researchers wrote
a formal letter to the school principal, requesting permission and approval to administer
the study instruments to respondents aged 15 to 40 who used online food delivery services
in Dinalupihan, Bataan.
The researchers individually gave survey questionnaires to respondents aged 15 to
40 who used online food delivery services of Ordermo, Jollibee, and McDonald’s in
Dinalupihan, Bataan. In order to extract data from the respondents, their responses were
used as a baseline. The researchers, on the other hand, had personally assessed and
evaluated the responses of the respondents in order to ensure the study's accuracy.
The participants in this study, whose ages ranged from 15 to 40 years old, and used
online food delivery services in Dinalupihan, Bataan were informed about the study's goal.
The collected data were used for analysis and interpretation.
3.7 Data Analysis
The researchers discussed the acquired data using tabulation, graphing, and
comparative statistics for the ten (10) primary questions with different categories.
The acquired data had been interpreted and gathered using the following:
1. Frequency. This can be obtained by counting through the concept of tallying
to allow the researchers to organize and interpret their data in a tabulated
format. It also enabled the researchers to effectively look over the entire data
they had gathered.
2. Percentage. This can be obtained by dividing the frequency of every answer
by the total number of respondents, then multiplied by one hundred (100).
The researchers were able to infer the statistical data into a graphical presentation by
determining the appropriate percentile of each choice for every question.
The researchers used the formula as follows:
𝑃= × 100
Where P = percentage, f = frequency, and N = total number of respondents

3. Mean. This can be obtained by adding all the observed scores and diving it
into the total number of observed scores.
By collecting the mean of every category in their research, the researchers were able to
determine the average score of all the observation.
Where x̄ = mean, ∑ x = sum of all gathered scores, and n = total number of observed
scores
4. Standard Deviation. This assessed the dataset’s dispersion in relation to its
mean. This is calculated as the square root of variance by determining each
data point's deviation relative to the mean. This is the average distance
between all observations and is sensitive to large observation values.

Where σ = standard deviation, N = size of the population, 𝑥i = each value from the population,
and µ = population mean.
5. One-way Analysis of Variance. This can be obtained by using a parametric
test to test if the means of the independent groups were equal. The researchers
would be able to infer the data into a graphical presentation by measuring the
dependent variable at a ratio or interval level and determining the independence
of observations and homogeneity of variances.
Ho - All group means are equal
HA - Not all group means are equal
Ho: µ1 = µ2 = µ3
Ho: µ1 ≠ µ2 = µ3
Ho: µ1 = µ2 ≠ µ3
HA: µ1 ≠ µ2 ≠ µ3
The representation above was the possible result which may vary from the gathered
scores and data. Using the post hoc test, the researchers were able to identify and
confirm where the differences occurred between the groups.

4.0 RESULTS
This section presents the data that the researchers have acquired to get a more
accurate result from the study. In order to make it even more comprehensible, the data
obtained for each question was also visualized. The data was graphed and tabulated to
show how it was interpreted in light of these considerations.
Figure 2. Sex of the Respondents
37.30%
Male
Female
62.70%
Figure 2 shows the distribution of the 126 respondents who participated in the
survey in terms of gender. Female respondents covered up 62.70% of the total respondents
which was equivalent to 79 respondents; whereas the remaining 37.30% of the pie signified
47 male respondents.
Figure 3. Age of the Respondents
14%
15-20
9% 21-25
45.00%
26-30
11%
31-36
36-40
21.00%
Figure 3 displays the distribution of 126 respondents based on age range.
Respondents of ages 15-20 make up 45% of the total respondents which is equivalent to
56 respondents. The second largest portion of the pie was made up of 27 respondents, ages
21-25, covering 21% of the total number of respondents. Next, 14% of the total respondents
were represented by 18 respondents from the age range of 36-40. Narrowing it down to
11%, this percentage of the total number of respondents consisted of 14 respondents, ages
26-30. Lastly, the remaining 9% were covered by 11 respondents, ages 31-35.

Figure 4. Delivery Service
33.33% 33.33% Ordermo

Jollibee
McDonald's
33.33%
Figure 3 illustrates the distribution of respondents based on their preferred delivery
service. The 126 respondents were distributed equally – each delivery service garnering
approximately 33.33% of the respondents, which was equivalent to 42 respondents.
Table 1. Descriptive Interpretation for Affordability, Accessibility, and Convenience
of the three Delivery Services
Mean Descriptive Interpretation (DI)
1.00 – 1.75 Strongly Disagree
1.76 – 2.50 Disagree
2.51 – 3.25 Agree
3.26 – 4.00 Strongly Agree
Table 1 shows the descriptive interpretations needed for the responses on the
affordability, accessibility, and convenience of the three delivery services.

Table 2. Affordability of Ordermo
Questions Mean SD DI Rank
1 Offers great discount and special offers. 3.02 0.72 Agree 9
2 Delivery charge is budget-friendly. 3.10 0.53 Agree 6.5
3 Food prices are reasonable. 3.21 0.47 Agree 4.5
Delivery fee is fair according to my location. 3.29 0.71 Strongly 2

Agree
4
5 Price compensates its quality and taste. 3.24 0.48 Agree 3
6 I am satisfied with what I paid for. 3.43 0.55 Strongly 1

Agree
7 Food prices met my expectations. 3.10 0.58 Agree 6.5
8 Combo meals are affordable. 3.07 0.51 Agree 8
9 List price on the application matches the actual 3.21 0.61 Agree 4.5
price of the product/s.
10 Food price is very high and expensive. 2.33 0.79 Disagree 10
GRAND 3.10 0.60 Agree
Table 2 shows the responses to the evaluation of Ordermo’s affordability. The
respondents turned out to strongly agree that they were satisfied with what they paid for (μ
= 3.43, sd = 0.55); whereas the respondents tend to disagree that food prices are very high
and expensive (μ = 2.33, sd = 0.79). Generally, the respondents agreed, that Ordermo’s
services are affordable (μ = 3.10, sd = 0.60).

Table 3. Affordability of Jollibee
2 Delivery charge is budget-friendly. 3.31 0.64 Strongly 4.5

Agree
3 Food prices are reasonable. 3.45 0.59 Strongly 2
Agree
4 Delivery fee is fair according to my location. 3.24 0.69 Agree 6
5 Price compensates its quality and taste. 3.57 0.50 Strongly 1

Agree
Agree
7 Food prices met my expectations. 3.31 0.56 Strongly 4.5
Agree
9 List price on the application matches the actual 3.17 0.79 Agree 8
Table 3 demonstrates the respondents’ evaluation of Jollibee’s affordability. The
respondents tend to strongly agreed that the Jollibee’s prices compensate its quality and
taste (μ = 3.57, sd = 0.50) while disagreeing that food prices were very high and expensive
(μ = 2.31, sd = 0.68). Overall, the respondents agreed that Jollibee’s products and services
are affordable (μ = 3.21, sd = 0.67).

Table 4. Affordability of McDonald’s
2 Delivery charge is budget-friendly. 3.24 0.62 Agree 4.5
3 Food prices are reasonable. 3.24 0.48 Agree 4.5
4 Delivery fee is fair according to my location. 3.17 0.82 Agree 6
5 Price compensates its quality and taste. 3.38 0.49 Strongly 1

Agree
Agree
7 Food prices met my expectations. 3.29 0.51 Strongly 3
Agree
9 List price on the application matches the actual 3.12 0.86 Agree 7
Table 4 summarizes the responses for the evaluated McDonalds’s affordability. The
respondents strongly agreed that McDonalds’s prices compensate for its quality and taste
(μ = 3.38, sd = 0.49); whereas the respondents disagreed that food prices at McDonald’s
were very high and expensive (μ = 2.14, sd = 0.87). All in all, the respondents agreed that
McDonalds’s products or services were affordable (μ = 3.06, sd = 0.71).

Table 5. Accessibility of Ordermo
1 The application is easy to navigate. 3.31 0.78 Strongly 6

Agree
2 The application and hotline are available at all 3.24 0.66 Agree 7
times.
3 The hotline number is easy to memorize. 2.95 0.91 Agree 9
4 The hotline personnel is attentive and customer- 2.69 0.84 Agree 10

friendly
5 The application accepts different modes of 3.43 0.73 Agree 3.5
payment
6 The application has high storage requirement for 3.43 0.73 Strongly 3.5
download. Agree
7 I encounter errors when accessing the application. 3.74 0.54 Strongly 1.5
Agree
8 I am able to see complete details about listed 3.74 0.50 Strongly 1.5
items (food and drinks). Agree
9 I can access the progress of my order. 3.38 0.49 Strongly 5
Agree
10 I am satisfied with the overall accessibility of the 3.00 0.83 Agree 8
delivery service.
GRAND 3.29 0.70 Strongly Agree
Table 5 shows the responses to the evaluation of Ordermo’s accessibility. The
respondents turned out to strongly agreed that they were satisfied accessing the application
and they able to see the completed detailed about their orders for (μ = 3.74, sd = 0.50; sd =
0.54); whereas the respondents experienced attentive and customer-friendly personnel
when accessing the application (μ = 2.69, sd = 0.84). Generally, the respondents strongly
agreed that Ordermo’s application and hotline services were accessible (μ = 3.29, sd =
0.70).
Table 6. Accessibility of Jollibee
1 The application is easy to navigate. 3.36 0.62 Strongly 1.5

Agree
2 The application and hotline are available at all 2.81 0.92 Agree 9
times.
3 The hotline number is easy to memorize. 3.33 0.93 Strongly 3.5
Agree
4 The hotline personnel is attentive and customer- 3.33 0.57 Strongly 3.5
friendly Agree
5 The application accepts different modes of 3.29 0.67 Strongly 5.5
payment Agree
6 The application has high storage requirement for 3.12 0.77 Agree 7
download.
7 I encounter errors when accessing the application. 2.74 0.89 Agree 10
9 I can access the progress of my order. 3.10 0.79 Agree 8
10 I am satisfied with the overall accessibility of the 3.36 0.53 Strongly 1.5
delivery service. Agree
Table 6 shows the responses for the evaluation of Jollibee’s accessibility. The
respondents turned out to agree on how Jollibee satisfied the respondents with the overall
delivery service (μ = 3.36, sd = 0.62); whereas the respondents experienced errors when
accessing the application (μ = 2.74, sd = 0.89). Overall, the respondents agreed that Jollibee
services were accessible (μ = 3.17, sd = 0.74).

Table 7. Accessibility of McDonald’s

1 The application is easy to navigate. 3.24 0.73 Agree 6
2 The application and hotline are available at 2.67 1.10 Agree 9.5
all times.
3 The hotline number is easy to memorize. 2.74 1.11 Agree 8
4 The hotline personnel is attentive and 3.43 0.50 Strongly 1.5
customer-friendly. Agree
5 The application accepts different modes of 3.43 0.55 Strongly 1.5
payment. Agree
6 The application has high storage requirement 3.21 0.61 Agree 7
for download.
7 I encounter errors when accessing the 2.67 1.03 Agree 9.5
application.
9 I can access the progress of my order. 3.26 0.63 Strongly 5
Agree
10 I am satisfied with the overall accessibility 3.38 0.49 Strongly 3.5
of the delivery service. Agree
Table 7 indicates the responses for the evaluation of McDonald’s accessibility. The
respondents appeared to agree on how satisfied they were with the application’s different
modes of payment (μ = 3.43, sd = 0.55); whereas the respondents experienced errors when
accessing the application (μ = 2.67, sd = 1.03). Generally, the respondents agreed that
McDonald’s services were accessible (μ = 3.14, sd = 0.73).

Table 8. Convenience of Ordermo

1 I receive my order within the appointed time. 3.38 0.54 Strongly 2
Agree
2 I am allowed to modify my order (select add-ons 2.88 0.71 Agree 9
and change sizes).
3 My order maintains its good condition throughout 3.07 0.60 Agree 8
the delivery.
4 My orders are processed quickly. 3.19 0.63 Agree 7
5 It can reach my location at all times. 3.31 0.56 Strongly 4
Agree
6 I am satisfied with the overall speed of the 3.33 0.61 Strongly 3
7 I receive an accurate and correct order. 2.67 0.75 Agree 10
8 I can order anytime I want – breakfast, lunch, 3.21 0.56 Agree 5.5
dinner, or snacks.
9 I haven’t encountered any difficulties in regard 3.40 0.54 Strongly 1
with the attitude of the delivery personnel. Agree
10 I don’t need to follow up my orders. 3.21 0.61 Agree 5.5
Table 8 shows the responses to the evaluation of Ordermo’s convenience. The
respondents turned out to strongly agreed that they were satisfied with the time appointed
and with the attitude of the delivery personnel for (μ = 3.40, sd = 0.54); whereas the
respondents answered that Ordermo users received an accurate and correct order (μ = =
2.67, sd = 0.75). Generally, the respondents agreed the Ordermo’s delivery services and
personnel were convenient (μ = 3.17, sd = 0.61).

Table 9. Convenience of Jollibee

1 I receive my order within the appointed time. 3.43 0.63 Strongly 2.5
Agree
2 I am allowed to modify my order (select add- 3.26 0.54 Strongly 7
ons and change sizes). Agree
3 My order maintains its good condition 3.19 0.76 Agree 8
throughout the delivery.
4 My orders are processed quickly. 2.88 0.71 Agree 10
5 It can reach my location at all times. 3.33 0.72 Strongly 5.5

Agree
6 I am satisfied with the overall speed of the 3.33 0.72 Strongly 5.5
7 I receive an accurate and correct order. 3.62 0.58 Strongly 1
Agree
8 I can order anytime I want – breakfast, lunch, 3.40 0.70 Strongly 4
dinner, or snacks. Agree
9 I haven’t encountered any difficulties in 3.43 0.59 Strongly 2.5
regard with the attitude of the delivery Agree
personnel.
10 I don’t need to follow up my orders. 2.93 1.00 Agree 9
GRAND 3.30 0.70 Strongly Agree
Table 9 summarizes the responses for evaluating Jollibee’s conveniency. The
respondents strongly agreed that they received accurate and correct orders from Jollibee (μ
= 3.62, sd = 0.58); whereas the respondents answered that Jollibee processed their orders
quickly (μ = = 2.88, sd = 0.71). All in all, the respondents strongly agreed that using
Jollibee’s delivery service was convenient (μ = 3.3, sd = 0.70).

Table 10. Convenience of McDonald’s

1 I receive my order within the appointed time. 3.45 0.71 Strongly 3
Agree
2 I am allowed to modify my order (select add- 3.31 0.60 Strongly 6
ons and change sizes). Agree
3 My order maintains its good condition 2.95 0.79 Agree 8
throughout the delivery.
4 My orders are processed quickly. 2.43 0.91 Disagree 10
5 It can reach my location at all times. 3.43 0.67 Strongly 4
Agree
6 I am satisfied with the overall speed of the 3.05 0.79 Agree 7
delivery service.
7 I receive an accurate and correct order. 3.64 0.66 Strongly 2
Agree
8 I can order anytime I want – breakfast, lunch, 3.76 0.48 Strongly 1
dinner, or snacks. Agree
9 I haven’t encountered any difficulties in 3.36 0.53 Strongly 5
regard with the attitude of the delivery Agree
personnel.
10 I don’t need to follow up my orders. 2.83 1.08 Agree 9
Table 10 shows the responses for evaluating McDonald’s conveniency. The
respondents agreed that they can order anytime they want from McDonald’s (μ = 3.76, sd
= 0.48); whereas the respondents answered that they encountered errors in regard to the
duration processed of their orders (μ = 2.43, sd = 0.91). Overall, the respondents agreed
that the McDonald’s delivery service was convenient (μ = 3.12, sd = 0.72).

Table 11. Overall Result
OVERALL Mean
Category Ordermo Jollibee McDonald’s
Affordability 3.10 3.21 3.06
Accessibility 3.29 3.17 3.14
Convenience 3.17 3.30 3.12
TOTAL 3.19 3.22 3.14
Descriptive Agree Agree Agree

Interpretation
Table 11 shows that the respondents have all agreed that Ordermo, Jollibee, and
McDonald’s delivery services were affordable, accessible, and convenient. As manifested,
Jollibee got the highest mean with (μ = 3.22); meanwhile, McDonald’s got the lowest with
(μ = 3.14). Although the three delivery services got different means, they were only
different for a few points.

Table 12. One Way Analysis of Variance
Ordermo Jollibee McDonald’s
N 30 30 30
Mean 3.2 3.2 3.1
F-computed .474
Df 89
* indicates that it is significant at α = .05
Table 12 shows the results for the one-way analysis of variance between the three
delivery services. The table showed that Ordermo and Jollibee were ahead of .10 in terms
of the mean over McDonald’s; whereas, Ordermo and Jollibee had (μ = 3.2) while
McDonald’s had (μ = 3.1). Moreover, it showed that the F-computed of the three services
is (α = .474) which indicates that there were no significant differences among the delivery
services because it surpassed the .05 significant level. Further, the degree of freedom for
the study has reached 89.
Since the statistical results of the study in the One-way Analysis of Variance came
out with no significance, Post Hoc Test was not required to be done. Post Hoc Test was
only accomplished if the study had significance to further prove that the result was not just
a fortuity.
4.1 Discussion
As for the study's main problem, the researchers aimed to grasped information from
the respondents' insights about their preferences in choosing the food delivery service to
use. The researchers may want to determine whether the delivery services' affordability,
accessibility, and convenience have something to do with the usage of customers. As stated
in the introduction of the study, several articles and related studies claimed that
affordability, accessibility, and convenience were most commonly considered by
consumers whenever they purchased products or availed services. Moreover, the statement
of the problem, clearly showed that the objective of the study was to know if there were
differences among Ordermo, Jollibee, and McDonald's in terms of the three
aforementioned categories. To investigate the claimed and provided data in proving the
hypothesis, the researchers created questionnaires and made the 126 users of the three
delivery services in Dinalupihan, Bataan answered the survey through Google Forms.
Based on the findings, it manifested that there were no differences among the services of
Ordermo, Jollibee, and McDonald's, as the data showed that the respondents cumulatively
agreed on the affordability, accessibility, and convenience of the three. Through the results
gathered, it was proved that the hypothesis of the study was true; there were no significant
differences among the three delivery services in terms of the stated categories. Therefore,
the researchers believed that these categories were not the factors customers of Dinalupihan
would have been considering in utilizing a service. It may also be taken into consideration
that the customers were equally looking for the three aspects in terms of delivery services;
thus, they did not make any variation and distinction. Consequently, the researchers have
been analyzing the grounds that there might be other factors that affect the decision-making
of consumers.
As the number of COVID-19 positive cases climbed every day, delivery services
have been popular lately. The emergence of various delivery services occurs from new
ones up to the popular even way back before. This allowed companies to develop and
establish innovative ways to deliver customers food based on their preferences. According
to Will Gillingham (n.d.), customers prefer their accustomed food delivery services more
than finding the most affordable, accessible, and convenient. Customers tend to trust one
delivery service and set it as their accustomed company wherever and whenever it was
available. It only depends when the delivery service is not available within the scope of the
customer. Locally, Filipinos tend to choose their accustomed brand due to trust and loyalty;
the same goes with their food delivery services. Since the start of the pandemic, numerous
food delivery services rose, however, it was still evident that most, prefer the famous and
their accustomed ones.
Moreover, consumers rely on being accustomed to the same delivery service as
days go by, according to Breese (2021). According to June 2021 Global Consumer Insights
Pulse Survey, more than 8,500 consumers rely on same delivery services because it was
fast and it was also reliable. Delivery service reliability certainly determined why
customers were accustomed to the same delivery service every single day. Moreover, fast
and reliable are attributes that help the delivery services to trust their services; as to remain
competitive. Delivery applications were rethinking their services and broadening their
offerings to further gain the trust of their consumers.

In addition, delivery applications tended to accept the challenge of catering to cater
customers and for the consumers to be accustomed to their services. As delivery services
are now a trend since the pandemic started, it is further expected to grow larger as years go
by and more delivery applications would open up to expand their businesses as food
delivery was now a thing and a job that will rise as years go by. Furthermore, customers
were influenced on what delivery service they were choosing on based on the gig of the
economy which they became accustomed to. As the growth of the food delivery services
keeps getting higher and higher through the years and the customers were already
accustomed ordering on their mobile phones. Since the COVID-19 pandemic started, the
use of food delivery applications arose and many food delivery services opened and
eventually contributed a portion to the economy.
Customers were increasingly putting their trust in online food delivery services
since it satisfies their cravings. It fulfills consumers' cravings in a timely and tidy manner.
Consumers were more concerned with their desires than with the pricing, accessibility, or
convenience of an online food delivery service. They can order the food they craved for in
order to be satisfied whenever they can buy through online food delivery. They were more
concerned with the meal they wished to order and less concerned with the type of food
delivery service and whether it was affordable or not. They are more concerned with
satisfying their cravings. According to Howe (2020), hunger or an item that restaurants do
better was frequently the driving force for eating out. Just over half of customers said they
had a strong need for chicken, but they were undecided about where they would find one.
They were just as likely to prefer it homemade as they were where it's served elsewhere.
That particular something was what made one want to go to a restaurant for a chicken.
Howe (2020) also claimed that consumers need a reason to go out now more than ever, so
customers need to be served with tried-and-true menu winners to enjoy and keep them
came back with fresh, unique spins they cannot made at home.
Aside from brand loyalty and particular cravings, the results also implied that the
use of different online food delivery services was a result of situational availability.
Consumer-wise, one common reason why people generally order food online was due to
hectic, scheduled and tight agendas, which deprived them from the chance to go out and
purchased food in stores. Cody (2019) asserted that online food delivery was the best option
for people who had hectic schedules, busy lifestyles, and had no time for cooking.
Moreover, with the provision of time-saving and convenient delivery services to reduce the
demand of busy lives, the number of customers using food delivery services has increased
rapidly. Likewise, the availability of online food delivery services can switch on and off as
well. Online food delivery services faced maintenance and repairs from time to time.
According to Freshping (n.d.), a website or application may crash or disable most of its
functionalities if the server host is unable to handle the unexpected surge in web traffic.
Another reason was that the server host was updating or fixing the system and the site
needed to be under maintenance for a short period of time. Consequently, the best thing to
do for a customer was to order from an alternative delivery service. In other words, it was
likely that consumers would select a particular online food delivery service as a second
option for the reason that their preferred food delivery service was down or unavailable.
4.2 Conclusion
The findings revealed that there were no distinctions among Ordermo, Jollibee, and
McDonald's services, as the data revealed that the respondents all agreed on the three's
affordability, accessibility, and convenience. The findings showed that the study's
hypothesis was correct; there were no significant differences between the three delivery
providers in terms of the stated categories. As a result, these categories were not elements
that some of the Dinalupihan’s customers would consider when deciding whether or not to
use a service. It should also be noted that clients were equally interested in all three aspects
of the delivery of services; therefore, there was no differentiation. Besides, there were also
some other factors that could have influenced the consumers' decision-making.
It showed that the customers were fine on choosing any among the three delivery
services and they were unbothered by the brand. As consumers were satisfied with the
services of the three food delivery services, they established a good choice in choosing
what to order and what they preferred. In light of these factors, it was clear that the three
meal delivery firms provided excellent service to their customers.
To summarize, our research discloses that there was no preponderance among the
three online food delivery services, indicating that there was no significant difference
between them. Consumers were seeking for three elements in an online food delivery
service: accessibility, affordability, and convenience. The three online food delivery
providers exhibit these three characteristics, and it was upon a customer’s preferences to
choose which online meal delivery services to use to get the amount of satisfaction they
want; and they would keep using online meal delivery services as long as they're happy
with the results.
4.3 Recommendation
Since the study manifested no significant difference with the three categories
mentioned in the statement of the problem, namely: affordability, accessibility, and
convenience, the researchers were suggested to study other factors like consumer cravings
and accustomed delivery services. The study results showed no variation in the preferences
of the users of the three delivery services depending on the three common characteristics
that consumers considered. Hence, the researchers believed that those were not the
distinctions. Other categories that allure customers more and that make a delivery service
stand out may be present. Focusing on other components or classifications can help
improve future studies and determine more interpretations based on consumers' responses.
To discover the distinctive factors that captivated consumers could help improve online
delivery services and eventually make it easier for people to navigate and access them.
Also, adding up more available food delivery services within Dinalupihan, Bataan
would help future researchers to make their study more informative. Being open to more
opportunities for studies will benefit both future researchers and respondents. The COVID-
19 pandemic allowed more companies to establish their own food delivery services that
would reach customers in any situation. Thus, growth on this matter has also skyrocketed
amid the pandemic. Most significantly, foodpanda had also entered the vicinity of
Dinalupihan, Bataan, in which this food delivery service was top-rated even pre-pandemic.
Future researchers can add more companies in order for them to study its different features
and compare it with other food delivery services.
Moreover, it is suggested for the future researchers to change the population and
sampling in conducting the research. It may give a different result if the research would
use a random probability sampling wherein the respondents are chosen randomly, without
any considerations and conditions. This way, it could represent the whole population of
Dinalupihan and not just the consumers of the said services. Random people may have a
different insights and experiences in using the food delivery services which could be useful
in the result of the study.
Additionally, after the conduction of the research and determining that there were
no significant differences among the three delivery services in Dinalupihan amidst the
COVID19 crisis, it would be a great and helpful idea to create a website with articles and
data posted showing the result of the study. Through this, it could help consumers in
choosing which delivery service could fit best based on their preference or for them to see
that the major and most popular delivery services in Dinalupihan do not really have much
variations. Thus, they can utilize them and get the same quality of services. Also, this
website would be a helpful tool for entrepreneurs who aim to put a delivery service on their
respective businesses. They could use the information of the research study to create and
build a unique and more improved service. They could enhance the aspects that were
lacking among the three food delivery services and add up the things that the consumers
often times look for. Lastly, it would be beneficial to the existing delivery services for they
could evaluate themselves and improve the services they provide as they see the
consumers’ evaluation.
REFERENCES
Report Linker. (2021). Online Food Delivery Services Global Market Report 2021:
COVID-19 Growth and Change To 2030. Retrieved from
https://www.globenewswire.com/news-release/2021/04/27/2217586/0/en/Online-Food-
Delivery-Services-Global-Market-Report-2021-COVID-19-Growth-And-Change-To-
2030.html
Devanesan, J. (2021). Southeast Asia’s big appetite for food delivery. Techwire Asia.
Retrieved from https://techwireasia.com/2021/01/sea-now-has-an-appetite-for-online-
food-delivery/
Gupta, M. (2019). A Study on Impact of Online Food delivery app on Restaurant Business
special reference to zomato and swiggy. International Journal of Research and Analytical
Reviews. Retrieved from
https://scholar.google.com/scholar?q=related:HMCcooUO3ncJ:scholar.google.com/&hl=
en&as_sdt=0,5#d=gs_qabs&u=%23p%3DHMCcooUO3ncJ
Sumagaysay, L. (2021). The pandemic has more than doubled food-delivery apps’
business. Now what? Retrieved from
https://www.google.com.ph/amp/s/www.marketwatch.com/amp/story/the-pandemic-has-
more-than-doubled-americans-use-of-food-delivery-apps-but-that-doesnt-mean-the-
companies-are-making-money-11606340169
Garcia, J. (2021). Filipino entrepreneurs ride wave of food deliveries during pandemic.
Retrieved from https://www.bworldonline.com/filipino-entrepreneurs-ride-wave-of-food-
deliveries-during-pandemic/
Chotigo, K., & Kadono, Y. (2021). Are there any key factors that encourage food delivery
applications use during the COVID-19 pandemic in Thailand and the role of HRM?
Retrieved from https://content.iospress.com/articles/human-systems-
management/hsm201140
Arnaldo, S. (2020). Less seats, more deliveries: The future of PH dining. Retrieved from
https://www.rappler.com/life-and-style/food-drinks/what-future-dining-philippines-
could-look-like
Dishman, L. (2020). The Delivery App Landscape Is Changing and Sustaining Businesses
During COVID-19. U.S. Chamber of Commerce. https://www.uschamber.com/co/good-
company/launch-pad/coronavirus-pandemic-food-delivery-businesses
Vigilia, A. (2021). Impact and Coping Mechanism of Restaurant Business Amidst Covid-
19 Global Pandemic. Infogain Publication.
https://www.researchgate.net/publication/348903226_Impact_and_Coping_Mechanism_
of_Restaurant_Business_Amidst_Covid-19_Global_Pandemic
Flores, K. & Castaño M. (2020). Factors Influencing Consumer Purchase Behavior on
Food Delivery Apps. International Journal of Business and Economy (IJBEC). Vol. 2, No.
4, 25-42
Merez, A. (2021). Cake, Pizza, Top Filipinos’ Food Delivery Orders During the Pandemic.
Retrieved from https://www.reportr.world/news/pizza-and-cake-were-the-top-food-
delivery-orders-of-filipinos-during-pandemic-a4736-20210826
Sebastian, J. (2020). Food Delivery and Takeout in the Pandemic Age. Retrieved from
https://www.foodqualityandsafety.com/article/food-delivery-and-takeout-in-the-
pandemic-age/
Dones R.L., Young, M., (2020). Demand on the Courier Services during COVID-19
Pandemic in the Philippines. Retrieved from
https://ieeexplore.ieee.org/abstract/document/9266722
Moondra C., Mangwani H.K., Deshpande K., Bundela A.S., Namdev K. (2020). Impact of
Online Food Delivery on Customers. Retrieved from
https://www.irjet.net/archives/V7/i4/IRJET-V7I4455.pdf
Prasetyo, Y. T., Tanto, H., Mariyanto, M., Hanjaya, C., Young, M. N., Persada, S. F.,
Miraja, B. A., & Redi, A. A. (2021). Factors affecting customer satisfaction and
loyalty in online food delivery service during the covid-19 pandemic: Its relation with open
innovation. Journal of Open Innovation: Technology, Market, and Complexity, 7(1), 76.
Retrieved from https://doi.org/10.3390/joitmc7010076
Soni, A. (n.d.). Literature review on food delivery service. Scribd. Retrieved from
https://www.scribd.com/document/461418440/literature-review-on-food-delivery-
service.
Li, C., Mirosa, M., & Bremer, P. (2020). Review of online food delivery platforms
and their impacts on sustainability. Sustainability, 12(14), 5528. Retrieved from
https://doi.org/10.3390/su12145528
Goh, S.-K. (2017). Outsourcing to Online Food Delivery Services: Perspective of
F&B Business Owners, 22. Retrieved from
https://doi.org/https://www.icommercecentral.com/open-access/outsourcing-to-online-
food-delivery-services-perspective-of-fb-business-owners.pdf
Zoleta, V. (2021). Foodpanda vs GrabFood: Which Food Delivery Service is Better?
Retrieved from https://www.moneymax.ph/personal-finance/articles/foodpanda-vs-
grabfood
Malasig, J. (2020). How Filipinos are making food delivery services easy amid COVID-
19 quarantine. Retrieved from https://interaksyon.philstar.com/trends-
spotlights/2020/04/30/167577/how-filipinos-making-food-delivery-services-easy-amid-
covid-19-quarantine/
Hirschberg, C., Rajko, A., Schumacher, T., & Wrulich, M. (2016). The changing market
for food delivery. Retrieved from https://www.mckinsey.com/industries/technology-
media-and-telecommunications/our-insights/the-changing-market-for-food-delivery
Collison, J. (2020). The Impact of Online Food Delivery Services on Restaurant Sales.
Retrieved from https://web.stanford.edu/~leinav/teaching/Collison.pdf
Prasetyo, Y. T., Tanto, H., Mariyanto, M., Hanjaya, C., Young, M. N., Persada, S. F.,
Miraja, B. A., & Redi, A. A. (2021). Factors affecting customer satisfaction and
loyalty in online food delivery service during the covid-19 pandemic: Its relation with open
innovation. Journal of Open Innovation: Technology, Market, and Complexity, 7(1), 76.
Retrieved from https://doi.org/10.3390/joitmc7010076

Salunkhe, Sandeep & Udgir, & Petkar, Sadanand. (2018). Technology Acceptance Model
in Context with Online Food Ordering and Delivery Services: An Extended Conceptual
Framework. Retrieved from
https://www.researchgate.net/publication/330480757_Technology_Acceptance_Model_i
n_Context_with_Online_Food_Ordering_and_Delivery_Services_An_Extended_Concept
ual_Framework/citation/download
Sheth, J. (1991). Why We Buy What We Buy: A Theory of Consumption Values. Jagdish
Sheth Thought Leader. https://www.jagsheth.com/consumer-behavior/why-we-buy-what-
we-buy-a-theory-of-consumption-values/
Sheard, J. (2018). Quantitative data analysis. Retrieved from:
https://www.sciencedirect.com/topics/social-sciences/quantitative-research
The Strategic CFO (n.d.). Comparison Analysis Definition. Retrieved from:
https://strategiccfo.com/comparison-analysis/
Unnikrishnan, A & Figliozzi, M. (2020). A Study of the Impact of COVID-19 on Home
Delivery Purchases and Expenditures. PDXScholar. Retrieved from
https://pdxscholar.library.pdx.edu/cengin_fac/557/
Breese, C. (2021). Same day delivery apps need more than speed to survive post-pandemic.
TechCrunch. Retrieved from https://techcrunch.com/2021/07/27/same-day-delivery-apps-
need-more-than-speed-to-survive-post-pandemic/
Howe, J. (2020). Guiding restaurant recovery: Consumer cravings and communication.
Datassential. Retrieved from https://blog.datassential.com/news/guiding-restaurant-
recovery-consumer-cravings-and-communication
Gillingham W. n.d. What do customers actually want when it comes to delivery? Retrieved
from https://www.imrg.org/blog/what-do-customers-actually-want-when-it-comes-to-
delivery/
Dr. Lekshmi R. Dr. Jawahar Rani K. Dr. Arasuraja G. 2021. A Study on the Operational
Efficiency of Online Food Delivery Executives. Vol. 11 No. 4
APPENDIX A
Research Instrument
To respondent(s),
In fulfilment of our thesis writing, we were humbly requesting for your
participation in a research study entitled: A Relative Valuation of Ordermo to Jollibee and
McDonald’s Delivery Services in Dinalupihan Amidst the COVID-19 Crisis.
The purpose of this research was to determine who among the three food delivery
services (Ordermo, McDonald’s, and Jollibee) was the most convenient, accessible, and
inexpensive.
In compliance with the Data Privacy Act (DPA) of 2012, and its Implementing
Rules and Regulations (IRR) effective since September 9, 2016, we, the researchers, were
committed to meet the ability to fully and effectively carry out our responsibilities with
regarded to your personal privacy. With that in mind, we ensure that our genuine and
legitimate interests as such were met.
Should you have any questions or concerns about the Data Privacy consent form,
please contact Sheena Mae P. Medrano, Team Leader of the study, through
(+639309562967) or through (smmedrano10@gmail.com).
Thank you for your assistance in this important endeavour.

THE RESEARCHERS
DATA PRIVACY CONSENT
☐ I hereby confirm that I have read and fully understood the terms and condition of the
Data Privacy Act (2012), and its Implementing Rules and Regulations (IRR) effective since
September 9, 2016. I allow the Accountancy, Business and Management (ABM) students
researchers of St. John’s Academy Inc., to store and use my data for the purpose and
execution of the completion of their subject requirements.
Are you a user of Ordermo, Jollibee, and McDonald’s food delivery application this
pandemic?
If yes, please resume answering the questions below.
If not, kindly refrain from answering the questionnaire.
PERSONAL INFORMATION
This will serve as a guide to the researchers to evaluate the answer from the respondents.
Name (optional):
Age:
☐ 15-20
☐ 21-25
☐ 26-30
☐ 31-35
☐ 36-40
Sex:
☐ Male
☐ Female
How often do you order through online food delivery?
☐ Daily
☐ Weekly
☐ Monthly
☐ Quarterly
What delivery service do you use the most?
☐ OrderMo
☐ Jollibee
☐ McDonald’s
QUESTIONS
A. AFFORDABILITY
The survey consists of questions that evaluate the level of customer satisfaction in terms of the
affordability of items listed in the food delivery applications.
Strongly Agree Disagree Strongly
Agree Disagree
1. Offers great
discount and
special offers.
2. Delivery charge is
budget-friendly.
3. Food prices are
reasonable.
4. Delivery fee is fair
according to my
location.
5. Price compensates
its quality and taste.
6. I am satisfied with
what I paid for.
7. Food prices met my
expectations.
8. Combo meals are
affordable.
9. List price on the
application matches
the actual price of
the product/s.
10. Food price is very
high and expensive.
B. ACCESSIBILITY
accessibility of the user interface of the food delivery applications.
Agree Disagree
1. The application is
easy to navigate.
2. The application and
hotline are
available at all
times.
3. The hotline number
is easy to
memorize.
4. The hotline
personnel is
attentive and
customer-friendly
5. The application
accepts different
modes of payment
6. The application has
high storage
requirement for
download.
7. I encounter errors
when accessing the
application.
8. I am able to see
complete details
about listed items
(food and drinks).
9. I can access the
progress of my
order.
the overall
accessibility of the
delivery service.
C. CONVENIENCE
convenience offered by the food delivery process.
Agree Disagree
1. I receive my order
within the
appointed time.
2. I am allowed to
modify my order
(select add-ons and
change sizes).
3. My order maintains
its good condition
throughout the
delivery.
4. My orders are
processed quickly.
5. It can reach my
location at all
times.
the overall speed of
the delivery
service.
7. I receive an
accurate and
correct order.
8. I can order anytime
I want – breakfast,
lunch, dinner, or
snacks.
9. I haven’t
encountered any
difficulties in
regard with the
attitude of the
delivery personnel.
10. I don’t need to
follow up my
orders.

Group 3 Final Paper (Content)

Uploaded by

Document Information

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Group 3 Final Paper (Content)

Uploaded by

Copyright:

Available Formats

Which On Which: Ordermo, Jollibee, or McDonald’s 2

This research study entitled

prepared and submitted by MEDRANO, SHEENA MAE P., CAPUS,

MR. EMMANUEL S. ABAO, JR.

Approval in partial fulfilment of the requirements for the subject Investigation,

MR. VINCENT L. SANTOS

GEMMA R. YAO, Ph. D.

CERTIFICATE OF PLAGIARISM CHECK

This research study entitled

Which On Which: A Relative Valuation of Ordermo to Jollibee and McDonald’s

prepared and submitted by MEDRANO, SHEENA MAE P., CAPUS, BIANCA

CARRILLO, TRIXIA ANNE M., LIM, MARY ANGELINE H., ORNUM,

MRS. JENILYN E. TOLENTINO, RL

during the time they spent doing this research.

various delivery services increased significantly. Companies eventually learned to adapt to

Ordermo's delivery services among Jollibee and McDonald's in terms of affordability,

Jollibee, and McDonald's. The researchers used purposive non-probability sampling in

online survey questionnaire. This instrument allows researchers to immediately gather

considering in utilizing a service, particularly food delivery service.

easier for consumers to fulfill their needs.

businesses involved; it makes the selling of goods faster and simpler.

comply to stringent protocols implemented - physical distancing in particular. Eventually,

Approximately 3 billion of the increase in income of these delivery applications was

(Techwire Asia, 2021).

platform and have access to different restaurants.

In Dinalupihan, even if it is just a small municipality in the province of Bataan, food

the offered delivery services of McDonald’s and Jollibee.

in maintaining the business and satisfying the consumers.

2.0 REVIEW OF RELATED LITERATURE

2.1 Theoretical Framework

Diffusion of Innovation Theory

Diffusion of Innovation (DOI) is a theory developed by E.M Rogers in the year

produce innovative technology. According to Wang et al. (2018), communication, time,

delivery applications based on their behaviors, considering it as:

application in which it can be accessed easily. Through food delivery applications,

and even limited offers and promotions.

affecting the subject.

Mobile applications allowed electrical supply chain management services,

more convenient. The advancement of technology allowed consumers to purchase

physically going to establishments.

Theory of Planned Behavior

In the new normal brought by COVID-19 in Indonesia, Prasetyo et al. (2021)

employed an extended Theory of Planned Behavior (TPB) to discover variables impacting

behavior in the context of OFDS during the COVID-19 outbreak in Indonesia.

comfortable. The end-point where humans use technology is the utilization of

People chose OFDS over eateries because it offers lower prices.

E. Actual use had a signiﬁcant direct effect on satisfaction and loyalty.

interaction occurs when consumers use or consume products/services directly; in the

Theory of Consumption Value

Theory of Consumption Value (TCV) was developed by Jagdish Sheth in 1991,

through an article entitled, “Why We Buy What We Buy: A Theory of Consumption

consumption values namely functional, emotional, epistemic, social, and conditional

values (Sheth, 1991, pp.160-163).

Functional value is gained from an alternative's ability for practical, effective, or

actual usage. A consumer decided on the purchase according to the usefulness of an

believed to be the top basis of most consumers in purchasing an alternative in which

with an explicit gathering of people. A product obtains a value through connections

with emphatically or contrarily generalized segment, financial, and social ethnic

gatherings. The majority of customers' purchasing decisions are impacted by society –

the importance of social aspects in shopper decision.

Howard and Sheth, 1969; Hansen, 1972; Hirschman, 1980).

Emotional value pertains to the alternative’s extent to elicit sentiments or emotions.

When an alternative is connected with specific sentiments, or when it causes or