Introduction

COVID-19 outbreak caused a surge in the number of online food orders, as

people turned to food delivery services in limited or no-dining options. Statistics show
that the global online food delivery market’s revenue jumped by 27% year-over-year,
reaching $136.4bn in 2020. The increasing trend is set to continue in the following
years, with the figure rising to $182.3bn by 2024 AJOT (2021).
The researchers would like to analyze the customer satisfaction on food delivery
services in Batangas City for them to obtain possible solutions for their development
and further improvement and also to be able to provide a basis for an action plan. This
would also help with restaurants or food services to include the idea of creating plans
food delivery services in the future and developing an enhancement plan for them to
stay in the marketplace.
Conceptual Framework

The Demographic Profile determines the age, sex, civil status, household
monthly income, educational attainment, food delivery platforms used and reasons for
patronizing food delivery platforms which will serve as the basis of the researchers
regarding the customers of Food Delivery Services in Batangas City. The researchers
conduct a survey to know the food delivery services they are using and the level of
satisfaction of customers in terms of their experience in food delivery services in terms
of ordering system, payment and reservations, quality of products ordered, health and
safety protocol, promptness and responsiveness and promotions. These will be
processed to obtain the desired information for the action plan.
Methodology
The researchers will use a self-constructed questionnaire. The proponents of the
research will disseminate survey questionnaires to a total of 384 respondents according
to their demographic profile in terms of age, sex, civil status, household income,
educational attainment, food delivery platforms used and reasons for patronizing food
delivery platforms. Satisfaction of the customers in terms of their experience in food
delivery services in terms of ordering system, payment and reservations, quality of
products ordered, health and safety protocol, promptness and responsiveness and
promotions will be asked. The respondents will be surveyed using the purposive
sampling. Due to the occurrence of Covid 19, online survey will be utilized by means of
Google Form. It will be distributed to the respondents via web-based.

Table 1.1 shows the profile of respondents in terms of their age, sex, civil status,
monthly income and educational attainment. Based from the data gathered majority of
the respondents belonged to the age bracket of 21-30 with the frequency of 293 or
76.3% followed by the group 18-20 years old which had the frequency of 37 or 9.6 %. In
the lowest rank is under 41-50 years old with the frequency of 11 or 2.9 %.

It is also shown from the results that more women are using food delivery
services compared to men. The results show a frequency of 257 or 66.9% for women
and 127 or 33.1% for men.

In terms of status, majority of the respondents with the frequency of 204 and
percentage of 53.1% are Married, while Single’s with the frequency of 151 and
percentage of 39.3%.

As for the estimated monthly income of the respondents the gathered data
showed that 55.5% has an income of ₱10,001-₱20,000 followed by less than₱10,000 –
below with a percentage of 20.8%, with a frequency of 213 and 80.

Table 1.2 presents food delivery platforms used, most of the respondents
responds to Ala Eh Delivery with the frequency of 237 and percentage of 61.7%,
followed by FoodPanda with the frequency of 202 and percentage of 52.6%. While in
the last rank is the Green Movers with the frequency of 27 and percentage of 7%.

Table 1.3 presents the reasons for patronizing food delivery platforms, majority
of the respondents are responds in the Minimal Contact: Protect customers at large
from the spread of the virus with a total percentage of 73.2% while others like Avoid Bad
Weather Conditions: Customers can just stay indoors to avoid too hot/ rainy weather,
Extra Perks and Options: Online food delivery services and the like got a least number
of 26.8%.

Table 2.1 shows the Ordering System and Reservations, the obtained composite
mean of 2.28 indicates that respondents were somewhat dissatisfied.

(Table 2.2) In terms of Payments, the obtained composite mean of 2.48 indicates
that respondents were somewhat dissatisfied.

Table 2.3 above illustrates the Products Ordered. Overall, the cultural impact
garnered a composite mean of 2.80 and can be interpreted as somewhat dissatisfied.
 Table 2.4 Based on the table above, it presented the data in Health and Safety
Protocol as observed by the respondents. It got a composite mean a 3.57 and a verbal
interpretation of Satisfied.

Table 2.5 shows that Responsiveness as presented in the table showing the
composite mean of 2.68 and verbally interpreted as somewhat satisfied.

Table 2.6 shows the Promptness and Timeliness, the obtained composite mean
of 2.67 indicates that respondents were somewhat satisfied.

(Table 2.7) In terms of Promotions, the obtained composite mean of 3.27

indicates that respondents were somewhat satisfied.
Action Plan

Conclusions

Based on the research findings, respondents who experienced food delivery

services products are majority within the age group of 21-30 years old, mostly female
and married, with the household monthly income of ₱10,001-₱20,000 and
Tertiary/College Education. Majority used food delivery services of Ala Eh Delivery for
the reasons of minimal contact. The demographic profile of the respondents will
initialized its relationship into the customer satisfaction.

The satisfaction of customers in terms of their experience on food delivery

services in in Batangas City that were assessed in terms of ordering system and
reservations 2.28, somewhat dissatisfied; payments 2.48, somewhat dissatisfied;
products ordered 2.80, somewhat satisfied; health and safety protocol 3.57, satisfied;
responsiveness 2.68, somewhat satisfied; promptness and timeliness 2.67, somewhat
satisfied; and promotions 3.27 somewhat satisfied.

Recommendations

With the findings and conclusions in this study, the following recommendation is
presented:

1. It is recommended that the citizen in the age of 41 - 50 years old should be

encourage to utilize the food delivery’s services in Batangas City by using and
patronizing the local food delivery platforms to let them stay in the marketplace even
after the pandemic.

2. Citizens who are male, other civil status ,post graduate and with monthly
household income of ₱40,001-₱50,000 and above should be aware and inform about
the availability of the local food delivery platforms, for them to help the local hospitality
industry to develop and expand their business and be benefited in the same way.