Professional Documents
Culture Documents
Chapter 1
INTRODUCTION
Food delivery has been one of the services people all around the world have
relied on since pandemic, making it one of the essentials. In the country, this service
ranges from takeaway fast food orders to bringing groceries to the doorsteps to stock in
the pantry. It helps people be safe from the threats of COVID-19 outside and also aids
new breeds of entrepreneurs with their latest food business endeavors (Legazpi, 2021).
With that, the food delivery business in the Philippines has grown, amounting to a
total of $1.2 billion in gross merchandise value (GMV) at the end of 2020 with the
overall food delivery sector across Southeast Asia (SEA) enjoying an exponential 183
showed that food delivery in SEA reached $11.9 billion in GMV in 2020. This far
exceeds the $4.2 billion industry estimate in 2019, and $2.2 billion tally in 2018. The
from restaurants, delivery fleets, and other stakeholders (Momentum Works, 2021).
Super app Grab, which recently announced its plans for an initial public offering,
continues to lead the way for the industry, accounting for $5.9 billion or nearly half of the
region’s consolidated GMV. In the Philippines, GrabFood accounted for 56 percent of the
food delivery GMV. Grab said in its announcement to go public that the company is the
category leader for its core verticals. According to a report by Euromonitor, the super app
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accounts for approximately 72 percent of total regional GMV for ride-hailing, 50 percent
of total regional GMV for online food delivery, and 23 percent of regional TPV for
digital
wallet payments in 2020. Momentum Works cited Grab’s super app strategy which
lowers
the cost of acquiring users since it can cross promote its services to multiple consumers
and stakeholders.The company predicts the food delivery growth across SEA to be
sustained with increasing digitization and changes in consumer habits. A wider portfolio
of food items delivered such as groceries and ready-to-cook meals also present an
“Disposable income and offline spending on food and beverage may be low in
SEA; but overall food service spending has been growing with economic growth and
smartphones, online food delivery spending has been growing healthily. While the
average
food delivery order is lower in SEA compared to other regions, this can be offset by high
“Most of the food delivery sales are generated in megacities today,” it added. “As
platforms scale outside of megacities and into smaller towns, they’ll have to adapt to
variations in infrastructure maturity, affluence, and digital readiness.” (Temasek, Bain et.
al., 2020).
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There is no doubt that Filipinos are food lovers—anywhere you look, food
businesses are thriving, offering various kinds of both foreign-influenced and authentic
Filipino food. From Filipino restaurants to fast-food chains to sidewalk eateries and street
food vendors, it is evident that the food business industry in the Philippines will never
stop growing. It has become a very significant part of the country’s economic growth,
even more so now that food delivery services have spread abound and rated with great
services of Uber Eats. Mobile applications are a basic piece of our lives, we can use
applications while business, traveling, entertainment, and ordering food. There was a
time when individuals need to go outstation to eat something tasteful, however now they
of Uber Eats. Mobile applications are a basic piece of our lives, we can use applications
while business, traveling, entertainment, and ordering food. There was a time when
individuals need to go outstation to eat something tasteful, however now they can do
likewise on fingertips (IIH Global, 2022). It's extremely cool to experience on-demand
applications like uber food delivery apps since they are quick, advantageous, and
receptive to clients. As the market share for uber for the food delivery app is expanding
every day, each business owner endeavors to put resources into this. Making a food
referenced, uber food delivery app market share coming to on top, in this way, the
challenge additionally on the look. There are many built-up mobile applications in the
market, for example, Uber Eats, GrubHub, DoorDash in the USA, and applications like
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Swiggy, Zomato in India. So to beat the challenge, you have to offer a bonus (IIH Global,
2022).
studies 2022:
Payments are the most significant piece of any food business, from an
entrepreneur's point of view. It will, in general, be the last piece of the order placement
also. If a client faces any issues during his payment processing or sees any obscure
components, he won't attempt to pay for the third time. So making the payment procedure
exceptionally effective and simple to utilize, a client must have all the payment options
accessible in the market recorded in the On-Demand Food Delivery App for your
For saving time, an On-Demand uber Food Delivery App must show all the
significant things to clients when they open the application. The On-Demand Food
dependent on clients' location, age, gender, time and order history. Social media sign in
and profile creation will assist gain with getting to clients' age and gender. GPS
usefulness will help get the location data of the client. So these two features must be
consolidated into your On-Demand Food Delivery App. With coordinated artificial
intelligence (AI) the application can be increasingly precise at foreseeing these things
If you offer them a decent deal, promotion codes, reward points, seasonal offers and
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dependability extra, clients will unquestionably return. The informal exchange will build
The main thing you see when you open the UberEats is its perfect and intuitive
user interface (UI). The UI is the piece of the application through which clients associate
with the application and request services. So it is viewed as the absolute most significant
component of the application for its prosperity. If the UI is clunky or requires significant
investment in loading, the client experience will be obstructed. Over half of clients won't
open the application the next time if their first-time experience isn't great. Also, over 80%
of clients won't give an application the third possibility if they don't discover what they
One of the exceptional features of UberEats is its order scheduling office. You
can order food well ahead of time. You can book your meal seven days ahead of time
utilizing UberEats. This is especially convenient when a client wouldn't like to sit around
idly order something very similar over and over. He can order the food for a whole week
in a couple of clicks utilizing an On-Demand Food Delivery App like UberEats. That will
without a doubt develop your business and retention ratio will be incredible also. Repeat
order option and a single click ordering will likewise support your business and improve
GPS services are currently accessible into fundamental element telephones also.
So, all the mobile phone clients expect GPS tracking office for their On-Demand Service
App. It is particularly sought after for On-Demand Food Delivery App as clients
consistently check the status of delivery when they have cravings for food. real-time GPS
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following of conveyance is certainly not a novel element of UberEats as the greater part
of the On-Demand Food Delivery Apps like Doordash and Grubhub offers it. However,
restaurant owner is assured a win amid the highly competitive nature of the industry. And
with the pandemic initially halting operations, restaurants were forced into an even
soon seemed that not all hope was lost for small and medium food businesses. Despite
many competing brands and changes in customer habits, online food deliveries helped
provide businesses another avenue to reach customers. While the online food delivery
industry was already rising even before the pandemic, the shift from offline to online
accelerated further when Filipinos were forced to stay at home. Since then, online food
As mentioned, and as you probably notice all around you – the food delivery
industry is booming these days. In the future, since outsourcing logistics is usually more
food on their own may become techier and turn to new food delivery players (Franchise
Manila, 2021).
The eServices market segment Online Food Delivery contains the user and
revenue development of two different delivery service solutions for prepared meals:
includes the gross merchandise value (GMV) which is defined as the total sales dollar
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value for merchandise/food sold through the Online Food Delivery marketplace (Statista,
2021).
Online Food Delivery comprises services which deliver prepared meals and food
that was ordered online for direct consumption. The Restaurant-to-Consumer Delivery
segment includes the delivery of meals carried out directly by the restaurants. The order
may be made via platforms (e.g. Delivery Hero, Just Eat) or directly through a restaurant
services that provide customers with meals from partner restaurants that do not
necessarily have to offer food delivery themselves. In this case, the platform (e.g.
supply chain. Supply chain integration does not only involve suppliers, customers, and
goal. It is crucial for restaurants to achieve high level of customer satisfaction and this
restaurant business depends on superior service quality, value and customer’s satisfaction
Accoding to (Pigatto et al., 2018), good customer service creates experiences that
can meet customer expectations. Across the Philippines, online orders of food delivery
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(OFD) orders are growing rapidly 8 because convenience is coupled with the ease of
access afforded by the ubiquity of mobile 10 Internet devices . This rapid growth of
online food delivery services. new and powerful intermediaries into the food industry
platforms provide order services, payment, and monitoring of the process but are not
necessarily responsible for the food preparation and order delivery operations.
Since the pandemic began in the country last 2020, Filipinos have resorted to
websites, applications and companies that offer online and delivery services—be it for
groceries, foods, parcels, and etc.. It is more convenient, safe and alleviates the risk of
people to get infected by the virus. People are making the most out of the advancement of
modern technologies during the quarantine—just clicking a way in their cellular phones
or tablets their orders and it’ll be right out of their doorsteps after a while. Thus, the
emergence of such companies offering these services. These delivery companies have
helped tons of people, rather giving a lot of riders the opportunity to have an income
during the peak of quarantine. FoodPanda's managing director, Daniel Marogy even
mentioned in an interview that since the lockdown, their company’s rider count increased
by four times and does not expect the demand to massively fall even after the ease of
lockdowns (Ibañez, 2021). Although risking their lives to contact the Covid-19 virus,
these riders took this rising demand of delivery service to be able to provide for their
family. As aforementioned, many delivery applications have emerged during the last year
such as Pick.A.Roo and Toktok PH, alongside the known companies of Grab and
the online selling and delivery market widens, it is important for consumers to be vigilant
and careful of what they’re using considering the different factors such as security and
safety, customer service, and etc. This study aims to help the consumers to have an
awareness of the various factors they must take into account before using an application,
specifically food delivery applications. Aside from that, this study will inform the
consumers of the companies, particularly the leading application they must rely on such
services. Lastly, the knowledge of the readers and consumers with the aid of this study
would help delivery companies improve their services for a better experience and
Good customer service creates experiences that can meet customer expectations.
generates complaints. It can result in lost sales, because consumers most probably will
switch to the competitors. Good customer service involves developing good bonding with
customers, hopefully leading to good and long term relationships. It creates advantages
for both customers and the business alike. Customers benefit because the business is
providing a service that meets their needs. Affected with the new normal, the restaurants
and fast-food chains have been facing different dilemmas caused by the pandemic:
decreased sales due to the virus scare; lesser customer capacity; additional costs due to
of supplies, etc. (SGS Philippines, 2020). With all these problems at hand, the said
delivery services (Lucas, 2020). To remain competitive in the market during the COVID-
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19 outbreak, food establishment owners need to introduce new services (i.e., online food
In the Philippines, most major fast-food chains remained open for dine-in and
take-out, though they utilized strict sanitation and social distancing measures. According
to Go (2018), in his interview with the general manager for contact center and food
delivery of Max's Group Inc., Iceal Penalosa, it is difficult to determine how massive the
Philippines' online food delivery industry is. Though almost 8 million people in the
Philippines used online food delivery services in 2018, the food delivery businesses were
worth around 11 million. These proved that online food delivery had shown an increase
in demand with the emergence of numbers of food delivery applications and some of
which have shown some great popularity, particularly in the Philippines, some of which
are Foodpanda Philippines, Lalafood, Grab Food, and Zomato PH (Matt, 2020). These
online food delivery companies existed before the COVID-19 pandemic, thus the need
for Food. At the same time, most restaurants and shops had shut down during the crisis,
the list of individual online food delivery businesses will not stop. It was evident when
the Angkas app, known for its motorcycle taxi services, also launched its food delivery
application, Angkas Food, to help riders earn amidst the community quarantine (Malasig,
2020). Therefore, even though people cannot visit their favorite restaurants or shops,
foods from these restaurants can still be served in their respective homes. However, these
possibly create additional competition for the online delivery companies and their
employees. Many have then lessened their delivery rates, and some have even engaged in
free deliveries. According to the website article published by Ines (2020), many online
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platforms have also chosen to decrease or at least reduce their delivery fees to make them
more available to those who need them. Thus, in the first week of quarantine, LalaFood
has lowered the delivery charge to P20 only while the company also gave customers a
discount code. On the other hand, Foodpanda also announced its free delivery program as
solutions provider that launched in early 2019 in Dagupan City, Pangasinan. Proudly a
local prioneer in the province, Ezman was established to offer an offordable and
convenient solution to give customers and local businesses what they want and deliver
them straight to their doorstep. Ezman offers its services in over 30 locations across
Also according to the Taxikel Delivery from Lingayen, Pangasinan they can
delivered to the home and workplace from neighborhood favorites or places nearby
towns. Affordable and trustworthy delivery service for whenever you need to send
According to Tepay Arciaga one of the customer of Unla San Carlos , Unla San
Carlos services are very good. Easy to talk to their team. Start with enquiries untl
delivery. Her request were really fulfilled. The rider is responsive and kind. Also reliable
and accommodating to all needs and requests of their customers they’re not bank but tag
The food delivery business is one of the vital contributors to the on-demand
industry. No one should skip a meal just because they are busy or not able to cook. This
While the online food delivery industry was already rising even before the
pandemic, the shift from offline to online accelerated further when Filipinos were forced
to stay at home. Since then, online food delivery services have become a way of life.
Food is a big part of our culture, and online food delivery opened a world of endless
possibilities for us food-loving Filipinos. Now, any food craving can be satisfied with just
There are lots of online food delivery options available these days. That is why
the competition in the online restaurant niche has gone fierce. In the vastly diluted market
of online food delivery services, only the services with great qualities stand out, and are
successful.
At the onset of the pandemic, movement was much more limited—even for a
delivery service like us. But that challenge is what motivated us to find solutions to how
we can provide Filipinos their cravings and essentials. Aside from customers who needed
safe and convenient access to their essentials, we also had our delivery, driver, and
merchant-partners to think of – and how we can continue to provide them with income
Theoretical Framework
academic rigor and authentic learning. Constructivism, the theoretical basis for the use of
social media in instruction, focuses on the learner, who actively participates in creating
meaning and understanding (Reid-Martinez & Grooms, 2018, 2021). In this study, the
technologies such as web browsers, search engines, wikis, online discussion forums, and
social networks contributed to new avenues of learning. On the other hand, Connectivism
You might think that food delivery businesses have a uniform business model, but
that’s far from reality. There are quite a few different business models for this sector.
restaurants that are close to the location of your customer. This is usually done with a
website or mobile app. The client can then order from your partner restaurants and have
the food delivered by your drivers or by the restaurant. This model charges between 20%
to 30% from each order, and sometimes also a delivery cost (Statista, 2021).
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restaurants decides to provide food delivery on its own. The best examples for this are
chains like Jollibee or McDonalds, who operate their own food delivery platforms. In
some cases, a restaurant that has its own delivery service also partners with a third-party
food delivery business. This is done when the restaurant wants to cover areas or regions
The Full-Stack Model: According to this model, starting a food delivery business
will mean that you’ll be doing everything on your own. In other words, you’ll be cooking
the food, buying the vehicles, hiring the drivers, and maintaining the website or app. In
most cases of this business model, there’s a big kitchen (or a few), where dining is not
possible, so the food is delivered only. Since the rent for a kitchen is much cheaper, the
food prices can be lowered to be more competitive in the market. If you manage to get
enough clients and manage the whole operation, this model is usually more profitable.
The reason for this is simple: You control the whole value chain (Statista, 2021).
Conceptual Framework
The aim of this paper is to provide an exploratory analysis of the efficiency of the
leading fast food delivery services in Binalonan including the issues and problems that
users are experiencing. To do so, we adapted the five main categories to measure the
effectiveness of a food delivery service and we compare them with the findings from an
online survey including the names of the fast food chain to be studied.
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The participants who have already used all of the leading fast food delivery
services provided, were asked to assess the delivery services based on their experience. In
particular, they were asked to assign at least one preferred value proposition that
characterize these services among the following: (1) Economically Accessible (give easy
payment options, have curated promotions and deals); (2) Delivery Speed (have real-time
tracking of delivery); (3) Flexibility (scheduled delivery, easy ordering); (4) Simplicity to
use (Intuitive and easy user interface); and, (5) Reliability and Trustful relation with
This current study which focuses on the effectiveness of food delivery of fast food
The input variables of the present study are the following; profile of the
respondents (age, sex, number of times ordering through food delivery in a week) and the
values of each of the five categories used in assessment of the food delivery of fast food
chains in Binalonan.
information. Survey questionnaire is the main data gathering tool or the research
instrument. And the output of the study will be an action plan to improve the usage and
1.Profile of the
Action Plan to
respondents (sex,
-Descritive improve the
number of times
Survey Method usage and
ordering through
shall be used. maximization of
food delivery in a
food delivery of
week.
fast food chain in
2. Values of each Binalonan.
of the five
categories use in -Survey
assessment of the questionnaire as
fast food delivery data gathering
in Binalonan. instrument.
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This study is primarily concerned in finding out the effectiveness of food delivery
respondents of BSHM students, staff and faculties who have ordered through fast food
delivery.
which includes sex and weekly average time spent ordering through fast food delivery.
a. Age; and
b. Sex
2. What is the average number of times the respondents order through fast food
a. Economically Accessible
b. Delivery Speed
c. Flexibility
d. Simplicity to use
4. What measures can be proposed to improve the food delivery of fast food chain in
Binalonan?
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CHAPTER 2
This chapter presents the methods and procedures used in gathering, analyzing,
and interpreting the data needed for this study. It also includes ethical considerations and
the data collection process. This chapter also presents the description of the research
process. It provides information concerning the method that was used in undertaking this
Research Design
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situation or phenomenon. It can answer what, where, when, and how question, but not
why question. Three main types of descriptive studies are case studies, naturalistic
effectiveness of social media as a learning delivery tool for fourth-year BSHM students
online owing to the COVID-19 pandemic rather than giving paper copies to students on
campus. The online questionnaire survey is used in a descriptive study design to collect
There are 300 total respondents of this study from hospitality management
students at University of Eastern Pangasinan currently enrolled for the current academic
year.
The first part required basic information of the respondents sex and age, how
many times per week they order food delivery on each of the leading fast food chains in
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delivery of fast food chains in five respective categories. The respondents shall provide
their thoughts in relation to the categories provided based on their actual delivery
experience. The second and third part used Likert scale to determine the level of
The researchers asked permission from the Dean of the College of Hospitality
the target respondents. Questionnaires are sent in a private message through Google
forms link to the respondents during their free time. The respondents answered the online
survey on the convenience of their own devices. The researchers clearly stated the
purpose of the study to the respondents. Furthermore, the researcher also explained that
the respondents will benefit from the study and confidentiality is properly observed.
All results are carefully prepared on a tally sheet provided on the Google form as
a form of documentation. The tally sheets are evaluated and explained further on the
results and discussion of the proceeding chapter. The panelists are added as collaborators
Treatment of Data
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Here are the statistical tools that are being used in solving the research problems:
to answer problem number one, two and three, the researchers used frequency count and
For problem number one and two, the researchers used a weighted mean to
determine the level of effectiveness of of food delivery of fast food chains in Binalonan.
n
∑ ❑ wi X i
i=1
W= n
∑ ❑w i
i=1
Where:
W = weighted average/mean
The responses are assigned a value of 4, 3, 2, and 1, respectively. The results of the 4-
point Likert scale is presented in a table. The mean of the results is interpreted using the
table below:
To answer problem number one and two, the t-test is used to determine the degree
of effectiveness of food delivery of fast food chains in Binalonan across the respondents’
profile variables. Microsoft Excel and/or SPSS are used to compute the results of the
study.
Ethical Consideration
The research team will be abided in the Republic Act No. 10173 also known as
the Privacy Act of 2012 an act protecting the individual in information and
communication system in the government and the private sector, creating for the purpose
confidentiality.
BIBLIOGRAPHY
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https://www.rappler.com/brandrap/finance-and-industries/rising-food-businesses-
share-secrets-surviving-covid-19-pandemic/
Camacho, Greg (2021). These Rising Food Businesses Share Secrets in Surviving the
Pandemic.
https://www.rappler.com/brandrap/finance-and-industries/rising-food-businesses-
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IIH Global (2020). Transportify: Food Business Delivery Service (Rated 4.8 Stars).
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IIH Global (2022). Top 5 Most important Characteristics of food Delivery Apps Like
UberEat.
https://www.iihglobal.com/blog/food-delivery-apps-like-ubereats/
Legaspi, John (2021). This service tops Philippines’ food delivery business.
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learning. In M.