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| Customer Satisfaction on Online Delivery Service in Olongapo City
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Mark Alvin V. Lazaro, Senando De Leon, Jr.
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Abstract:
In today's state of affairs, there has been a marked shift from a focal point entirely on food to the quality of food delivery services offered as well, and customers are paying extra interest in how the food is delivered to them and what quality of service the restaurants or food delivery service organizations are providing. This study aims to define customer's expectations as what customers think should be offered by the online delivery service apps within Olongapo, which are: Ordermo, Foodpanda, and Groover, while customer's perception is defined as what they experienced in the applications and will be assessed after the performance. In this context, service quality is mainly focused on meeting the customer's needs and also how well the service offered meets the customer's expectations of it. The respondents of the study are 300 conveniently chosen residents of Olongapo City who use the services of the said online delivery apps. The primary data was accumulated through an online survey on social media platforms via electronic comprehensive surveys and questionnaires in Google Forms. The data gathered was tabulated and analyzed using weighted mean, and One-Way Analysis of Variance (ANOVA). Based on the findings, the three online delivery service apps have satisfactory results in both expectation and perception aspects. Meaning, the three ODS apps have provided satisfactory services to the users within Olongapo City, with Ordermo having the most users in regards to the SERVQUAL model. This study will help both the customer and the owner of the delivery service understand their needs and wants, as well as the future entrepreneurs who will try to venture into similar businesses by aligning their strategy to customers' demand.
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