Monn He Zion R. Gaba | Jessica P. Langan | Shyla B. Lumawig | Rachele Anne M. Manalang | Andrea M. Paje,
School of International Hospitality and Tourism Management
ABSTRACT
Food delivery services are one of the e-commerce industry’s fastest-growing areas. Due to increasing dependence on technology, consumers’ preferences have evolved as a result of the Internet, and they now order cooked meals to be delivered to their door. As a result of the pandemic’s circumstances, Baguio residents have begun to prefer using online food delivery services. The researchers have distributed surveys via online platforms, of various ages, locations, types of residence, and occupation ranges. A total of 404 Baguio residents have answered the questionnaire and the researchers tallied and discussed the study findings. This study’s findings were analyzed using a weighted mean in the rating questions, while a ranking analysis and descriptive analysis were used in other elements. The researchers were able to identify that most users of the online food delivery services fall under youth, female, student, and have their house categories. While location does not entirely affect the frequency of these users, yet it reflects on the experience of each respondent. With ease and convenience as an influencing factor to customer usage, bad experience hinders them from it. Also, consumers preferred cash on delivery, using smartphones and FoodPanda as their means of purchase. With the findings, the researchers were able to evaluate the main aspects that affect the customer’s perceptions which came about as hassle-free being an advantage and tarnished food or product quality and quantity as a disadvantage. Ultimately, the benefits of and this research will indulge the consumers for better understanding of the said service
Keywords: Online food delivery services, preferences, perception, convenience, customer service
