Consumers’ Satisfaction Towards Online Food Delivery Services In Catarman, Northern Samar, Philippines

Abstract

Consumer satisfaction can be described as the measure of consumers, either in terms of the number or percentage of total customers, who express that their interaction with a company, its products, or services (as indicated by ratings) exceeds predefined satisfaction targets. In the context of this particular investigation, consumer satisfaction pertains to a favorable assessment of the consumer's experience with the online food delivery service provider, encompassing its personnel, staff, and overall processes, which surpasses their initial expectations. The study employed five dimensions to evaluate consumers' satisfaction with online food delivery services, focusing on the convenience of the service. The findings indicated that respondents exhibited a high level of satisfaction with the convenience and value for money provided, while also expressing satisfaction with customer feedback, service information quality, and security. The findings that consumer satisfaction toward online food delivery services was rated satisfied by the users or consumers, this concludes a positive value and that the level of satisfaction implies an effective motivation or inspiration to be more efficient in their online food delivery services (OFDS). The fact that the respondents signified a high intention in their purchase, can be considered an important factor that must be taken into consideration. It can be concluded that the focus is on the actual intention of the consumer on online food delivery services.