Table of Contents

Acknowledgement ………………………………………………………………………. 2
List of Tables ……………………………………………………………………………. 4
List of Figures …………………………………………………………………………... 5
List of Appendices ………………………………………………………………………. 6
Abstract …………………………………………………………………………………. 7
Background of the Study ………………………………………………………………. 8
Statement of the Problem ……………………………………………………………… 9
Objectives of the Study ………………………………………………………………… 10
Significance of the Study ………………………………………………………………. 10
Scope and Limitations of the Study ……………………………………………………. 12
Review of Related Literature …………………………………………………………... 13
Theoretical Framework ………………………………………………………………… 23
Conceptual Framework ………………………………………………………………… 23
Operational Framework ………………………………………………………………... 25
Assumptions …………………………………………………………………………… 26
Hypothesis of the Study ………………………………………………………………... 27
Definition of Terms ……………………………………………………………………. 28
Methodology of the Study ……………………………………………………………… 31
Research Design and Approaches ……………………………………………………... 31
Research Participants …………………………………………………………………... 32
Sampling Design ………………………………………………………………………. 33
Measurement and Instrumentation ………………………………………………….…. 35
Research Procedure of Data
Collection ………………………………………………………………………………. 38
Research Ethics Approaches …………………………………………………………… 41
Data Analysis …………………………………………………………………………... 42
Results and Discussion …………………………………………………………………. 45
Profile of Respondents …………………………………………………………………. 45
Results and Findings …………………………………………………………………... 50
Conclusions and Recommendations …………………………………………………… 90
References ………………………………………………………………………………. 95
Appendices ……………………………………………………………………………… 106
 List of Tables

Table 1 Data Scales Used ………………………………………………………………. 37

Table 2 Gantt Chart for the Months of October to January ……………………………. 39
Table 3 Legend for Interpretation of a Four-point Likert Scale ………………………... 44
Table 4 Age of Respondents ……………………………………………………………. 46
Table 5 Sex of Respondents ……………………………………………………………. 47
Table 6 Experience in using both Grab and Foodpanda mobile application …………… 48
Table 7 Usage of Grab and Foodpanda’s services offered ……………………………... 49
Table 8 Preferred online mobile food and grocery application of respondents ………… 50
Table 9 Reason why preferred application by respondent is chosen …………………… 52
Table 10 Grab’s competitive advantage: User Interface …………………………………. 54
Table 11 Foodpanda’s competitive advantage: User Interface …………………………... 56
Table 12 Grab’s competitive advantage: Convenience …………………………………. 58
Table 13 Foodpanda’s competitive advantage: Convenience ……………………………. 60
Table 14 Grab’s competitive advantage: Rider Interaction ……………………………… 62
Table 15 Foodpanda’s competitive advantage: Rider Interaction ………………………. 64
Table 16 Grab’s competitive advantage: Price Value ……………………………………. 66
Table 17 Foodpanda’s competitive advantage: Price Value ……………………………... 68
Table 18 Grab’s competitive advantage: Promotion and Coupon Redemption …………. 70
Table 19 Foodpanda’s competitive advantage: Promotion and Coupon Redemption …… 72
Table 20 Grab’s competitive advantage: Service Quality ………………………………. 74
Table 21 Foodpanda’s competitive advantage: Service Quality …………………………. 76
Table 22 Result in which is a better app in terms of the competitive advantage of User
Interface ………………………………………………………………………... 78
Table 23 Result in which is a better app in terms of the competitive advantage of
Convenience ……………………………………………………………………. 80
Table 24 Result in which is a better app in terms of the competitive advantage of Rider
Interaction ……………………………………………………………………… 82
Table 25 Result in which is a better app in terms of the competitive advantage of Price
Value …………………………………………………………………………… 84
Table 26 Result in which is a better app in terms of the competitive advantage of
Promotion and Coupon Redemption …………………………………………… 86
Table 27 Result in which is a better app in terms of the competitive advantage of
Service Quality ………………………………………………………………… 88
 List of Figures

Figure 1 Factors impacting consumers’ intention to use On-demand food delivery 24

applications in Bangkok, Thailand Model ……………………………………...
Figure 2 Operational Framework of Comparison on the Customer Satisfaction 25
Attributes of Grab PH and Foodpanda PH ……………………………………..
Figure 3 Age of Respondents ……………………………………………………………. 46
Figure 4 Sex of Respondents …………………………………………………………….. 47
Figure 5 Experience in using both Grab and Foodpanda mobile application …………… 48
Figure 6 Usage of Grab and Foodpanda’s services offered ……………………………... 49
Figure 7 Preferred online mobile food and grocery application of respondents ………… 50
Figure 8 Reason why preferred application by respondent is chosen …………………… 52
 List of Appendices

Appendix A Consent Letter and Form ………………………………………………….. 106

Appendix B Research Instrument ………………………………………………………. 109
Appendix C Certification from the Statistician ………………………………………… 114
Appendix D Summary of Responses/Tally ……………………………………………... 115
Appendix E Detail of Statistical Analysis ……………………………………………… 123
Appendix F Curriculum Vitae of the Researchers ……………………………………... 125