Factors affecting customer satisfaction before and during the pandemic leading to sustainability of selected Philippine food delivery apps

• Main Authors: Carlos, Kolin Bianca E., Duron, Jiro Mervin P., Erlandsen, Lindsey P., Ramos, Cedric Joshua S.
• Format: text
• Language: English
• Published: Animo Repository 2022
• Subjects: Consumer satisfaction; Food service—Philippines; Business Administration, Management, and Operations; Marketing
• Online Access: https://animorepository.dlsu.edu.ph/etdb_dsi/88; https://animorepository.dlsu.edu.ph/context/etdb_dsi/article/1059/viewcontent/Factors_Affecting_Customer_Satisfaction_Before_and_During_the_Pan_Redacted.pdf
• Institution: De La Salle University

The study's primary objective is to ascertain which factors affect customer satisfaction with food delivery apps prior to and during the pandemic, as well as whether satisfied customers retain their loyalty even after the pandemic. The researchers concentrated their study on Manila because it is home to the world's largest cloud kitchens and over 4,000 restaurants that collaborate with meal delivery apps such as GrabFood. The study examined customer satisfaction, loyalty, price, habit, and social influence. Additionally, the researchers investigated the mediating effect of customer satisfaction towards customer loyalty. 388 food delivery app users participated in the accomplishment of the survey. The results of the mediated regression analysis revealed that customer satisfaction fully mediates the relationship between price value and customer loyalty. On the other hand, the mediated regression analysis also revealed that customer satisfaction has a partial mediating effect on the relationship between social influence and customer loyalty. In addition to this, it was found that customer satisfaction plays a full mediating role between price value and customer loyalty for food delivery app users before the pandemic. Moreover, customer satisfaction plays a partial mediating role between habit and customer loyalty, and social influence and customer loyalty according to food delivery app users before and during the pandemic. The team’s recommendations include (a) food delivery app companies to improve the performance and effectiveness of their app, (b) while food businesses to construct strategies or programs related to customer satisfaction, and lastly (c) for researchers in the field of business to use the data collected before and during the pandemic for future research regarding significant similarities and differences between the two data sets amongst each other.