Online food delivery service in Bataan amidst COVID-19 pandemic crisis [manuscript] / Janthrie D. Valencia.

Thesis (MBA) - BPSU, 2023.

Chattopadhaya (2021) claimed that online food delivery services became a trend during the Covid-19 pandemic, where consumers are increasingly looking at online services due to the regulations that prevent people from gathering in restaurants. In this quantitative study, the current researcher disseminated survey questionnaires among the 393 customer respondents using a random sampling technique with the computation of GPower. Moreover, the researcher utilized frequency and percentage distribution to describe the profile of the customers in terms of age, sex, marital status, educational status, residence, monthly order frequency, nature of work, and income, and mean and descriptive rating to evaluate the various factors influencing the customers to choose online food delivery services, such as the food quality, platform quality, price and payment method, time and delivery, and customer service. Likewise, the study used mean and descriptive ratings to explain the customers' online food delivery service preferences in terms of food delivery service provider, mode of transaction, type of meals, and payment method. Similarly, the researcher computed the mean and descriptive rating to determine the customers' convenience in online food delivery services in terms of time, transportation, and mode of payment. Further, independent samples t-test and Analysis of Variance (ANOVA) were used to determine the significant difference in factors influencing the choice of online food delivery services when grouped according to profile and a significant difference in customer convenience when grouped according to profile to help answer the improvement of online food delivery services. Based on the findings, the majority of the customers utilizing online food delivery services in Bataan were millennials from 26 to 41 years old, single, and college graduates. Also, the customer respondents highly perceive various factors influencing them to choose online food delivery services. The highest factor is the platform quality, with a composite mean of 4.26 described as strongly agree. On the other hand, the lowest mean is the food quality, with a composite mean of 4.02 described as agree. In terms of the kinds of online food delivery service preferences, the customers highly preferred Papa Ph as an online food delivery service provider, Messenger as a mode of transaction, lunch as a type of meal, and cash-on-delivery as a payment method. Furthermore, the customers highly perceived convenience in online food delivery services with a composite mean of 4.19, described as agree to time and transaction, and 4.09, described as agree to payment. Additionally, the null hypotheses that there is no significant difference in factors influencing the choice of online food delivery services when grouped according to profile and no significant difference in customer convenience when grouped according to profile are rejected. In line with this, the researcher recommended that online food delivery services may conduct surveys or marketing analyses to determine the demands and improve their services. By determining the demographics and needs of the customers, online food delivery services may determine the right market strategies and services that may hook and establish loyal customers. Also, they may improve marketing plans to boost the promotion and marketing, conduct quality assurance to guarantee the quality of the platform and service quality, execute a competitive analysis to compare the market competition and formulate a Continuous Improvement Plan or Improved Operating Plan to enhance the business plan based on the current demands that benefit the company and customers. Lastly, future researchers are encouraged to create specific programs that may help online food delivery.