Alejandro Janmar Research Paper

Customer satisfaction in online delivery using Grab Food application in Muzon San Jose
Del Monte Bulacan amidst Covid-19 pandemic
CHAPTER 1
Introduction
By the end of December 2019, COVID-19 had spread around the globe in just
three months after it was originally found in Wuhan, Hubei Province, China (Bhargava,
2021). All businesses and events are automatically cancelled. According to Dancel
(2020), the Philippine government was obliged to carry the National Capital Region
under partial lockdown and the whole island of Luzon under reinforced community
quarantine because of the increasing number of COVID-19 confirmed cases. This
pandemic made us more reliant on technology for faster communication, school and
learning, and even shopping for our needs, specifically, food.
Delivery food app becomes popular. Through that, we can purchase the food
even if it is far away from us, or even if we are not allowed to go outside. We can still eat
a portion of food and feel that we are in the restaurant by using the online food
application. The survey performed by Rakuten Insight in the Philippines mentioned that
due to the imposed shutdown of all eateries during the COVID-19 pandemic, 71% of
respondents claimed that they were ordering more through meal delivery apps. Only 4%
of them said that they ordered food online because they could not cook (Reasons for
rising orders from food delivery apps during COVID-19 Philippines 2020, 2021).
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Food handlers at home in the Philippines are not required to register for food
safety certification or are not authorized sanitary licenses, which can lead to dangerous
and inappropriate food preparation practices, placing customers at risk of Functional
Bowel Disorder or FBD. Traditionally, customers physically visit the store to pick up the
food they have ordered. Given the present pandemic situation, this may not be the safest
or most practical option. They have to spend money on transportation and they can even
seriously affect their health (Si, 2020). Currently, there is a 30% service fee on all
GrabFood (Food Delivery) orders and a 20% service cost on GrabFood (Self-Pick Up).
Seah (2021) stated that Grab also maintains that almost all the restaurant partners are
allowed to get paid the next day by expediting payments for completed orders placed on
weekdays.
The researcher aim to determine how satisfied customers are with online meal
delivery via the popular Grab app during the pandemic. Only five elements will be used
to determine their satisfaction; delivery service, convenience, food quality, price, and
security. The number of respondents will be limited to 50 Grab Customers, collected
through purposive sampling in Barangay Muzon, San Jose Del Monte, Bulacan. This will
serve as a medium in understanding the customer satisfaction of online food delivery.
The researchers suppose that this study will be beneficial to the public, specifically
customers, food app, food drivers, and more.
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Statement of the Problem
This study aims to determine the customer satisfaction of online food delivery
using Grab application in Muzon amidst pandemic.
Specifically, it sought to answer the following questions:
1. What is the demographic profile of the respondents in terms of;
1.1 Age
1.2 Sex
1.3 Year started using Grab application
1.4 Frequency of order in a month
2. What are the factors affecting the satisfaction of Grab customers?
2.1 Delivery Service
2.2 Convenience
2.3 Food Quality
2.4 Price
2.5 Security
3. What is the most affecting factor on the satisfaction of the customer?
4. What is the least affecting factor on the satisfaction of the customer?
3
Scope and Delimitation
This study aims to determine the customers' satisfaction towards online food
delivery using the famous grab application amidst pandemic. The information regarding
their satisfaction will be based on five factors; Delivery Service, Convenience, Food
Quality, Price, and Security. The number of respondents will be limited to 25 People
coming from Pabahay 2000 and 25 from San Jose Heights, a total of 50 people coming
from Barangay Muzon, San Jose Del Monte Bulacan that are using Grab application for
their food delivery. The researcher used purposive as a sampling technique because of the
certain characteristics that a respondents should match to gather accurate information and
data. The respondents should be a customer of Grab during the pandemic. They will be
answering the survey questionnaire through Google Forms, with a Likert scale related to
the said study. The researchers conducted this on the school year 2022-2023. The result
of this research may also be a basis for other similar study.
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Significance of the Study
This study hopes to give prior knowledge about the customer satisfaction of
online food delivery using Grab application in Muzon amidst pandemic.
Also, this study will be important and beneficial to the following:
Customers, this research benefits the customers to have a deeper knowledge on
how important their satisfaction is and how it affects the business.
Food drivers, this will help them to be aware and to improve their performance
in delivering food.
GrabFood App, this will help them to solve any problems that they may
encounter in the future.
Other food application, for them to determine the weaknesses and strengths of
the customer satisfactions of their competitor. This will also help them have knowledge
how to increase the satisfaction of their customers.
Store/Fast Food, for them to satisfy the customers through the quality of their
foods. This will benefit them by having knowledge on the satisfaction of their customers
who utilize online food delivery application.
Society, for them to acknowledge the status of our food delivery app and their
drivers amid pandemic.
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Future researchers, this study will be a tool to give more prior knowledge
related and about this study. This contains relevant information, data, and evidences that
they can use.
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Chapter 2
Review of Related Literature and Studies
Foreign Literature
According to the news article of Preevena’s (2021), in Malaysia, the Grab food
driver’s daughter posted on her social media to call people’s attention about giving and
showing empathy to the food delivery riders. According to Esther, her father had received
an order of a Korean food the night before her father went home. The Father immediately
drove fast to the Korean restaurant to pick up the order. When he had arrived there, he
got an unpleasant look from the restaurant owner. The owner told him that Grab drivers
had to wait outside of the restaurant. A few minutes later, he had received a message
from a rude customer asking disrespectfully why the food delivery was taking so long.
The Grab driver apologized and explained the situation, but the customer did not give
consideration and said that he would give the rider a low rating. A few minutes later, the
food was ready, so he quickly delivered it to the customer. When the rider recognized the
customer, he apologized and re-explained to him what had happened. The customer no
longer bothered to listen and cut him off. It even seemed to be yelling at the driver was
not enough because after taking the hot soup from the driver, he threw it at him just
because he did not deliver the food on time. The driver came home that night with wet
clothes, burnt skin, and swelling eyes.
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Aside from the first incident of the unsatisfied customer, ZiXuan You (2021) said
an internet user uploaded a post to the Singapore complaint Facebook group. The
complaint was about someone who ordered several small cakes for approximately $ 100.
Many of the cakes toppled, causing damage to each of the cakes. When she contacted
Grab, she said they offered five dollars as a refund, but five dollars was not appropriate,
considering the price of the cakes she bought.
Based on Hana O.’s (2021) news article, customers continue to experience issues
regarding Grab Food’s service. One customer ordered a smoothie, specifically an acai
bowl with frozen and pureed acai palm fruit. The smoothie he has received had no paper
peel and lacked a quarter of the order. He was disappointed with how the riders had the
courage to eat other people’s food during the pandemic. However, Novo Açaí& Granola
is confident that their staff adheres to a strict, clean, and safe method of preparing their
product. The company confirmed that what the customer had received was not what a
regular order should look like. After apologizing for the inconvenience, the company had
advised the customer to request a refund through the Grab app. Later, on September 25, it
was confirmed that he had received a full refund from Grab. It’s not the first time a food
delivery service had received a complaint from customers because of a late, disfigured,
and missing item.
Synthesis
When the pandemic happened, online food delivery was growing and one of the
best examples is Grab Food. In order to continue this growth, Grab must make sure that
its customers are satisfied.
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Some news article shows that giving satisfaction to customers is never easy. It is
because customer satisfaction is being affected by multiple factors, such as time, climate,
current situation, and others (Azman et al., 2021). In Preevena’s (2021) article, it stated a
chaotic interaction between a driver and a customer. Because of the late delivery, the
customer was able to do an unjustifiable act. A customer from Malaysia also experienced
a wrecked cake which made her want a refund (ZiXuan You, 2021). Missing items also
affect their satisfaction, as stated in Hana O’s (2021) article. Those incidents are from
other Asian countries. Those literatures are very relevant as it shows how delivery time,
food quality, and other factor affect the satisfaction of customers that used an app for
online food delivery.
Local Literature
Shrimski, Concengco, and Miranda (2021) stated that many Filipinos are
diverting into the online world like a pandemic approach. It is where millions of people
are using gadgets. When it comes to online delivery, Filipinos became obsessed with
ordering food online without the hassle of going out. According to FNB Report, 62
percent of Filipinos are chosen Grab Food App as their basis of online delivery, and it is
still growing as days go by.
In one news coming from CNN Philippines by Rex Remitio which was published
on august 26, 2021 entitled "Filipinos buying more cakes online during the pandemic
delivery app report says," it said that data provided by a food delivery app exposed that
Filipinos are turning to comfort foods because of staying at home most of the time amidst
pandemic. The government of the Philippines placed the entire Luzon Island under
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enhanced community quarantine since March 2020 which made the country own a title of
having the longest lockdown in the world. The ECQ made the restaurant owners either
limit their seating capacity or close shop. This leads to a surge in orders through food
delivery apps. James Franco, the co-founder of Heart & Soul PH and a psychotherapist
said that "Eating comfort food like cake helps a person cope with the COVID stress.”
GrabFood becomes one of the largest online food servicing here in the Philippines
(Mancuyas&Yanto, 2019). Many consumers prefer online food servicing rather than
going out to restaurants because it is more convenient when it comes to their time. A
survey from Polytechnic University of the Philippines mentioned that there are around
25% of user orders their lunch on fast-food chains and restaurants, 39% orders pizzas and
milk teas for their afternoon breaks, and 24% purchase their dinner outside because they
are too tired or do not have time to cook.
Synthesis
Most of the Filipino citizens’ favorite routine is to eat, especially when we have
cravings for that food, that's why they do all things for them to get that food. And now
the COVID-19 pandemic comes, and nothing has changed, only the mode of ordering and
getting that food.
This pandemic also made people turn to the internet. Filipinos have become
captivated with the ease of ordering food without having to leave the house when it
comes to internet delivery. According to an FNB survey, the Grab Food App is used by
62 percent of Filipinos for online delivery, and the number is expanding by the day.
GrabFood has risen to become one of the Philippines' leading online food delivery
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providers, according to data. According to a survey from Polytechnic University of the
Philippines, it shows that 44 percent of the users were satisfied with the service of
GrabFood despite removing the cancellation of orders. It is relevant to the study as it
tackles how satisfied the customers of Grab are. Also, this shows the statistics that
indicate the percentage of people are using the Grab app, this means that the GrabFood
app remains domain across the Philippines even during the pandemic.
Foreign Studies
Prasetyo et al. (2021) cited in their study that customer satisfaction is greatly
influenced by the tangibility features of service, meal quality, and food pricing. They also
emphasize that the habit has the greatest impact on intentional continual intention to use,
followed by performance expectations and societal impact. Furthermore, the research
emphasizes the significance of information quality, performance expectations, habits, and
social impact as variables in consumers' continued usage of food applications. The study
focuses on the satisfaction of people who buy food online, It either uses Food Panda or
Grab Food. The characteristics and views of service quality with the online daily meal
service system will be examined in greater depth, and the research's major product will be
some comparisons. Because the systems are easy to use and delivery timeframes are
reasonable, the majority of respondents were pleased with the service provided by Food
Panda Service and Grab Food Service.
The impact on the foodservice industry is enormous, as the number of delivery
app users develops in lockstep with the number of smartphone users (Song, Jeon S.,
&Jeon M., 2017). However, despite the fact that many people use these apps, there is a
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lack of study on the service quality and consumer satisfaction of these apps. As a result,
the current research seeks to give a technique for relevant enterprises and researchers to
improve delivery app service quality by determining the effects of delivery app service
quality characteristics on customer satisfaction and intent to return. In the study of Song,
Jeon S., and Jeon M, (2021), they cited Chartterje’s paper that explains apps that allow
users to quickly locate restaurants near. The ability to receive information about
deliverable food in the desired area, as well as the flexibility of ordering and putting food
on the table once the app is installed on a mobile device, are the key benefits of delivery
apps. Customers' reuse intention was influenced by 37.3 percent by delivery app usage
characteristics, with informativeness, payment, and safety being the key determinants for
improving reuse intention among the four usage aspects. New menus and prices should
be updated as quickly as feasible, as giving more correct information improves customer
satisfaction and intent to return by improving the delivery application service quality.
All of the independent factors, including delivery service, time, security/privacy,
and pricing, exhibited a significant relationship with satisfaction, with the strongest link
being delivery service (Azman et al., 2021). In the OFD, the service sector is nearly
limitless, and the economy's base is mostly unknown. To gain a competitive advantage,
however, every service industry must give exceptional service to increase client
happiness. They also cited that according to a recent study, organizations with a
considerable competitive advantage should prioritize garnering positive consumer
feedback before focusing on boosting efficiency. This good procedure is guided by a
happy consumer who gets the promised results after inspecting the service quality. This
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mindset is also necessary for the organization to fully appreciate the quality of its mobile
commerce solution. As a result, in order to achieve consumer satisfaction, organizations
must give great services. This is owing to the fact that customer happiness is influenced
by service quality.
Synthesis
A study of Prasetyo et al. (2021) emphasizes the importance of information
quality, performance expectations, habits, and social impact as variables in customers'
continuous use of food apps. The study focuses on the satisfaction of people who order
food from Food Panda or Grab Food online. The characteristics and perceptions of
service quality with the online daily meal service system will be explored in greater
depth, with comparisons serving as the research's main product. The majority of
respondents were pleased with the service offered by Food Panda Service and Grab Food
Service since the systems are simple to use and delivery times are fair. As the number of
people using delivery apps grows in lockstep with the number of people using
smartphones, the impact on the food service industry is enormous. Regarding the
effectiveness of these apps, little study has been done on their service quality and user
happiness. Prasetyo et al. (2021) concluded that the research intends to provide a means
for relevant organizations and researchers to improve the quality of delivery app services.
This can be done by examining the influence of quality features on customer satisfaction
and retention.
Customers' reuse ambitions were influenced by 37.3 percent by delivery app
usage features, with informativeness, payment, and safety being the most important
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factors among the four usage aspects for boosting reuse intention (Song, Jeon S., &Jeon
M., 2019). New menus and prices should be updated as soon as possible, as providing
more accurate information improve customer happiness and intent to return by boosting
the quality of the delivery application service.
Azman et al. (2021) stated that the delivery service, punctuality, security/privacy,
and pricing all had a substantial relationship with satisfaction, with the delivery service
having the strongest link. It is advised that the businesses must give outstanding service
in order to get satisfied customers. It is also highlighted that customer happiness is
influenced by the service quality of a business.
Local Studies
Limon (2021) emphasizes that the online food business is growing due to
restrictions brought about by the pandemic. Self-reported FSP of food handlers reveals
compliance to food safety standards, also food handlers violate food safety protocols
based on expert observations. According to them, there is a significant difference
between the self-reported and the observed FSP. Lastly, food safety training should be
imperative, including the food handlers of online businesses.
It says that the study was conducted to examine the self-reported and observed
food safety practices (FSP) of food handlers. These food handlers are the ones who
delivered, prepared, and cooked food products at home during the Covid-19 pandemic.
Protocols in keeping the food uncontaminated and safe were followed inappropriately by
the food handlers at home. It is suggested that government and non-government agencies
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should work together to educate food handlers and consumers on food safety concepts. In
this way, there would be more advocates for safer food practices.
Aside from safe food practices, and online delivery should watch their service
quality as it influences the satisfaction of their customers. According to the study of Libo-
on (2021), four dimensions of service quality have an impact on customer satisfaction.
This includes tangibility, reliability, assurance, and responsiveness. Responsiveness of
the quick action of the representatives, drivers, and app has the greatest influence among
the four. The study also found out that Grab services have a higher rate of satisfaction
than Lalamove. It ended with a note that the long time for a parcel to arrive is the most
common problem of the customers as the pandemic restricts the movement of people
more.
Zalatar (2017) also conducted a study on the relationship between service quality
and customer satisfaction. In determining the satisfaction of customers, service quality
will be the most significant factor to consider. Although the entire five dimensions help
in determining, there is still discrimination found in gender; between males and females.
There will still be a difference in the level of satisfaction based on the category of the
customers in age, gender, and service type.
Synthesis
Limon (2019) stated that safer food practice was implemented strictly in the online food
delivery industry as the pandemic arises. When it comes to food, the importance of
safety every time we order online is always present. It is because health of the public or
customers is the priority. Also, it is very necessary that all customers must be satisfied
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with their orders. One must evaluate the quality of their service to obtain a satisfied
customer (Libo-on, 2021). Zaatar (2017) mentioned five dimensions of service quality,
these are; tangibles, reliability, empathy, assurance, and recovery. These three studies are
relevant as they would offer prior knowledge of how the service quality effects customer
satisfaction amidst pandemic. Many changes have been made in the business
environment but the best quality service still gives better satisfaction to the customers.
One should highlight that gaining trust and satisfaction of the customers are the most
essential foundation for better transactions
Definition of Terms
The following terms were operationally defined and/or conceptually defined by
the researcher.
Apps – short for applications, an advanced social media platform where you're free to
download it in your mobile or smart phones.
Consumers - also called as customers. A person who purchases goods and services for
personal use.
Covid-19 – a coronavirus disease caused by the SARS-CoV-2 virus.
Delivery - the process of our new normal, the only way to claim our orders away from
many people.
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Grab application - is a multi-purpose app where they access delivery essentials like
food.
Online Service - refers to any information and services provided over the internet.
Online Shoppers - receiver of online orders. Those people who purchase products or
services through digital platforms and internet.
Online Shopping - a form of electronic commerce which allow consumers to directly
buy goods or services from a seller over the internet using a web browser.
Pandemic – (of a disease) an outbreak prevalent over the whole country or the world.
Placing the order - to place an order, to request, to buy, to purchase amount of money
expected, required, or given in payment for something.
Purchase - acquired something by ordering and paying for it.
Reviews - any opinion that you have been able to give or receive every time you noticed
something especially while you are ordering online.
Satisfaction - contentment, the feeling of having enough, our expectations in every time
we order online especially when it comes to food, whether we are satisfied or not.
Service - the action in every business running, for them to take the attention that they
need and want.
Websites - it is found online, the place we're able to get information that we need.
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FBD (Food-Borne Disease) – sickness caused by a variety of home food preparation
procedures, including faulty cooking, reheating, undercooking, cooling of food,
inadequate preparation, cross-contamination, insufficient processing, and poor hygiene as
stated by (Anzanaw, Gebrehiwot, &Dagne, 2019).
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Chapter 3
Research Methodology
Research Design
To determine and investigate the customer satisfaction of online food delivery
using Grab application in Muzon amidst pandemic, the researcher conduct a quantitative
study and use a descriptive approach. It is the best design to use in order to get a precise
response to the challenges with the study's policy aims and data collection
requirements. Williams (2011) describes research technique as a researcher's thorough
practices prior to starting a given research topic. The next point to consider in the
preceding statement is that numerical data is acquired and processed using statistical
processes in quantitative research.
It gathers information to answer a variety of what, when, and how inquiries about
a certain population or group. Descriptive research is a type of study that is used to
describe a group of people's characteristics. These methods can be used to acquire
quantitative data by collecting data in response to a range of what, when, and how
inquiries regarding a certain population or group. Researcher that used this strategy
would be able to evaluate and discover fresh data according to the research and the
problem's solutions.
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Population, Sample and Sampling Technique
The respondent of this study is limited to 50 people around Muzon, San Jose Del
Monte, Bulacan that are using the Grab food application as their means of food delivery.
The chosen sampling technique is the Purposive Sampling. The researcher chose a
certain characteristics and criteria. The respondents need to be customers of Grab food
and is located in Muzon. This is done in order to have a precise and exact data that will
be needed for fulfilling the study focusing about the customer's satisfaction on the food
delivery service of Grab.
Research Instruments
The researcher prepared a survey questionnaire that would be used to determine
Del Monte Bulacan amidst Covid-19 pandemic The respondents, Grab customers in
Muzon, answered questions regarding their experience in the service quality provided by
Grab during the pandemic. The questionnaire includes a section for the demographic
profile of the respondents and a Likert scale as a type of question to be used. The data
and information that has been gathered are useful to this study.
Scale Range Verbal Interpretation
5 4.20 – 5.00 Very Satisfied
4 3.40 – 4.19 Somewhat Satisfied
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3 2.60 – 3.39 Neutral
2 1.80 – 2.59 Somewhat Dissatisfied
1 1.00 – 1.79 Very Dissatisfied
Survey Questioner
I. Demographic Profile
Age: _______________________ Sex: _____________________
Year started using Grab: _______________
Frequency of order in a month:
Twice a month Thrice a month Others (please specify): _______
II. Factors affecting the customer satisfaction of Grab (online food delivery app)
users.
Direction: Put a check on the box that corresponds to your answer. Kindly use the
table below as a guide to your answers.
Scale Verbal Interpretation
5 Very Satisfied
4 Somewhat Satisfied
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3 Neutral
2 Somewhat Dissatisfied
1 Very Dissatisfied
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A. Delivery Service
Statement 5 4 3 2 1
1. The approach and attitude of the delivery
riders towards customers.
2. The delivery riders in handling the orders of
the customers.
3. The delivery riders in delivering the correct
product and accurate quantity.
4. The delivery riders’ approach and action
towards the customers’ additional note or
request. Following instructions provided by
the customers (e.g. no ice, extra catsup, etc.).
5. The accuracy of how the delivery riders find
your location stated in Grab. (Hassle or not)
B. Convenience
Statement 5 4 3 2 1
1. The experience brought by the features of
Grab application that makes customer order
anytime.
2. The range of location where you can order and
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the number of stores and foods you can pick in
Grab.
3. The time it takes for an order to be notified as
preparing in the app.
4. The time it takes for an order to be notified as
on its way in the app.
5. The delivery time based on the distance of the
store.
C. Food Quality
Statement 5 4 3 2 1
1. The state or presentation of the ordered food
once you receive it. (Image, maintained
appealing appearance, neatly organized, etc.)
2. The way of how the food looks compared to
the displayed picture in the app. (Expectation
against reality)
3. The freshness of the food ordered is
maintained.
4. The conditions and practices of cleanliness in
handling the food products
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5. The hotness or coldness of the food you’ve
ordered.
D. Price
Statement 5 4 3 2 1
1. The price of the food offered by Grab
compared to other food delivery application
and physical store.
2. The amount of the delivery fee.
3. The price of the new feature called “priority
delivery.” (A fee to prioritize your order in
their system by finding a driver faster.)
4. The affordability of the price of each product.
5. The discount promos in prices of the orders.
E. Security
Statement 5 4 3 2 1
1. The state of the packaging of drinks and food
once received. It provides safeness through
properly sealed orders.
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2. The packaging materials used by Grab that
ensures safety and health of the customers.
(Using non-plastic container in a very hot
food)
3. Privacy of the information of customers, such
as address, name, and card used in the
purchase.
4. The effort and ability of Grab to avoid leaking
of information that can be used for scamming.
5. The security of the mode of payment (cash or
card).
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Data Gathering Procedure
The researcher are assigned to pick their respondents, for their perspective area to collect
the data that will be needed in study.
Procedures showing on how the researcher will collect the data that are necessary for
their study:
1. Choosing relevant and important ideas and questions. The researcher will create
and formulate relevant questions for their study, to cope with the good outcome of
it. Steps on what instruments will be needed, and it includes the important
decision making of what they've been chosen.
2. Preparation of the selected instruments on how the data will be obtain. The
researcher will prepare their conducted surveys, about on what their platform is.
This step is the preparation of the letters for approval, and also they must be
prioritizing the questionnaires properly.
3. Consulting adviser regarding of the questionnaires. The researcher Food must
consult their research adviser first, about their surveys questionnaires until it has
been proven. This step will help to ensure that the used survey questionnaires are
right and it have appropriate questions that are relevant to their study, “Customer
satisfaction in online delivery using Grab Food application in Muzon San Jose
Del Monte Bulacan amidst Covid-19 pandemic.”
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4. Giving a request letter to the respondents to ask for permission to be part of the
survey. The researcher will now go to asking for permission to the respondents to
be part of the survey in their free time.
5. Distribution of survey forms. Then, as the said date, the researcher will give the
survey form to the respondents around Muzon San Jose Del Monte, Bulacan. The
platform to be used is the Google form. Distribution of its link is expected. The
content of the survey is always safe to us and it will not be linked outside the
study.
6. Tabulating the data. Lastly, after the distribution of the survey forms, they will
now answer it and it will collect after they answer the form. In this step, the
researchers also started analyzing and interpreting the data.
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Bibliography
Anzanaw, J., Gebrehiwot, M., & Dagne, H. (2019) Factors associated with food safety
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Azman et al. (2021), "The Online Food Delivery Service and their Impact on Customer
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Limon, M.R. (2021) Food safety practices of food handlers at home engaged in online
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29
Preevena (2021). Impatient customer poured hot soup at grab rider for being late. Hype
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33

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Alejandro Janmar Research Paper

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Customer satisfaction in online delivery using Grab Food application in Muzon San Jose

Del Monte Bulacan amidst Covid-19 pandemic

quarantine because of the increasing number of COVID-19 confirmed cases. This

learning, and even shopping for our needs, specifically, food.

and inappropriate food preparation practices, placing customers at risk of Functional

security. The number of respondents will be limited to 50 Grab Customers, collected

serve as a medium in understanding the customer satisfaction of online food delivery.

customers, food app, food drivers, and more.

Statement of the Problem

using Grab application in Muzon amidst pandemic.

Specifically, it sought to answer the following questions:

1. What is the demographic profile of the respondents in terms of;

1.3 Year started using Grab application

1.4 Frequency of order in a month

2. What are the factors affecting the satisfaction of Grab customers?

2.1 Delivery Service

2.3 Food Quality

3. What is the most affecting factor on the satisfaction of the customer?

4. What is the least affecting factor on the satisfaction of the customer?

Scope and Delimitation

of this research may also be a basis for other similar study.

Significance of the Study

online food delivery using Grab application in Muzon amidst pandemic.

Also, this study will be important and beneficial to the following:

Customers, this research benefits the customers to have a deeper knowledge on

how important their satisfaction is and how it affects the business.

encounter in the future.

how to increase the satisfaction of their customers.

who utilize online food delivery application.

drivers amid pandemic.

they can use.

Review of Related Literature and Studies

clothes, burnt skin, and swelling eyes.

considering the price of the cakes she bought.

and missing item.

its customers are satisfied.

online food delivery.

still growing as days go by.

are too tired or do not have time to cook.

getting that food.

providers, according to data. According to a survey from Polytechnic University of the

GrabFood despite removing the cancellation of orders. It is relevant to the study as it

followed by performance expectations and societal impact. Furthermore, the research

emphasizes the significance of information quality, performance expectations, habits, and

Panda Service and Grab Food Service.

The impact on the foodservice industry is enormous, as the number of delivery

be updated as quickly as feasible, as giving more correct information improves customer

All of the independent factors, including delivery service, time, security/privacy,

considerable competitive advantage should prioritize garnering positive consumer

feedback before focusing on boosting efficiency. This good procedure is guided by a

commerce solution. As a result, in order to achieve consumer satisfaction, organizations

A study of Prasetyo et al. (2021) emphasizes the importance of information

quality, performance expectations, habits, and social impact as variables in customers'

Customers' reuse ambitions were influenced by 37.3 percent by delivery app

the quality of the delivery application service.

in order to get satisfied customers. It is also highlighted that customer happiness is

influenced by the service quality of a business.

based on expert observations. According to them, there is a significant difference

imperative, including the food handlers of online businesses.

on (2021), four dimensions of service quality have an impact on customer satisfaction.

This includes tangibility, reliability, assurance, and responsiveness. Responsiveness of

and customer satisfaction. In determining the satisfaction of customers, service quality

customers in age, gender, and service type.

essential foundation for better transactions

Age: ___ Sex: _