International Journal of Research Studies in Management
Tourism Educators and Movers of the Philippines Special Issue
2022 Volume 10 Issue 3
Available Online: 30 June 2022
Author/s:
Carandang, Karl Jones*
Lyceum of the Philippines University, Batangas, Philippines (karlcarandang58@gmail.com)
Apritado, Jennie Margaret M.
Lyceum of the Philippines University, Batangas, Philippines (jmapritado@lpubatangas.edu.ph)
Abstract:
This study assesses the online food delivery services of the quick service restaurants in Batangas Province. It presented the demographic profile of the respondents in terms of sex, age, highest educational attainment, occupation and frequency of use; assessed the customer’s intention using online food delivery services during the COVID-19 pandemic period relevant to: hedonic motivation, price saving orientation, time saving orientation, prior online purchase experience, convenience motivation, post-usage usefulness, attitude towards online food delivery services, behavioral intention towards online food delivery services, and customer’s intention; determined the customer satisfaction and loyalty in online food delivery services as relate to: convenience motivation, privacy and security, restaurant credibility, perceived severity, price, safe packaging, promotion; tested the significant difference on customer’s intention, customer satisfaction and loyalty in online food delivery services when grouped according to the profile variables; tested the significant relationship of customer’s intention, satisfaction and loyalty in online food delivery services. The study used descriptive method; the participants have a total of 385. Percentage, frequency, weighted mean, Kolmogorov Smirnov test and the Shapiro-wilk test were used as the statistical tools. Based on the results, majority of the respondents were female, aged 22 years old, bachelor’s degree, unemployed and used online food delivery services once a week. The study revealed the factors strongly affects the customer’s intention in using online food delivery services such as hedonic motivation, price saving orientation, time saving orientation, prior online purchase experience, convenience motivation, post-usage usefulness, attitude towards online food delivery services, behavioral intention towards online food delivery services, and customer’s intention. The customer satisfaction and loyalty are effective in terms of convenience motivation, privacy and security, restaurant credibility, perceived severity, price, safe packaging and promotion. Finally, this study was able to proposed an action plan to enhancement the online food delivery services of the quick service restaurants in Batangas Province.
Keywords: customer’s intention, customer’s satisfaction, online food delivery services, quick service restaurants
DOI: https://doi.org/10.5861/ijrsm.2022.34
Cite this article:
Carandang, K. J., & Apritado, J. M. M. (2022). Customer’s intention and its mediating effect on the satisfaction and loyalty towards online food delivery of quick service restaurants. International Journal of Research Studies in Management, 10(3), 45-58. https://doi.org/10.5861/ijrsm.2022.34
*Corresponding Author