Malouyy 111
Malouyy 111
Malouyy 111
A Research
Presented To
The Faculty Of
City College of El Salvador
El Salvador City, Misamis Oriental
In Partial Fulfillment
Of The Requirement for the Degree of
Bachelor of Science in Office Administration
GERMALONNA D. JAMPIT
MALOU M. CABRERA
PATRICIA N. BAHIAN
DECEMBER 2022
Table of Contents
Page
TITLE PAGE
TABLE OF CONTENTS
LIST OF TABLES
TABLE OF FIGURES
CHAPTER
1 INTRODUCTION . . . . . . . . . . . . . . . . . . . . . . . . . 1
1.1 Background of the Study . . . . . . . . . . . . . . . . . . . . . 1
1.2 Theoretical Framework . . . . . . . . . . . . . . . . . . . . . . 5
1.3 Conceptual Framework . . . . . . . . . . . . . . . . . . . . . . 6
1.4 Statement of the problem. . . . . . . . . . . . . . . . . . . . . 7
1.5 Significant of the study. . . . . . . . . . . . . . . . . . . . . . . 8
1.6 Scope and limitation of the study. . . . . . . . . . . . . . . 8
1.7 Definition of terms . . . . . . . . . . .. . . . . . . . . . . . . . . 9
2 REVIEW OF RELATE LITERATURE
2.1 Electronic FoodOrdering Practices. . . . . . . . . . . . . . 11
2.2 Customer’s Satisfaction. . . . . . . . . . . . . . . . . . . . . . . 13
3 RESEARCH METHODS
3.1 Research Design. . . . . . . . . . . . .. . . . . . . . . . . . . . .. 17
3.2 Research Locale . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
3.3 Data Gathering procedure . . . . . . . . . . . . . . . . . . 17
3.4 Data Sampling Design and Respondents. . . . . . . . . 17
3.5 Research Instrument . . . . . . . . . . . . . . . . . . . . . . . . . 18
3.6 Scoring Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
3.7 Treatment of Data . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
REFERENCE . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . 19
List of Figures
INTRODUCTION
This chapter present the introduction, background of the study, theoretical &
conceptual framework, problem statement, hypothesis, scope & limitation, and
definitions of key terminology are all included in this chapter.
Online food ordering is the process of ordering food from a website or other
application for delivery or pickup. The product can be ready-to-eat food (e.g.,
direct from a home-kitchen, restaurant, or virtual restaurant) or food that has not
been specially prepared for direct consumption. Customers use an online food
ordering app to place orders on their PCs, tablets, and smartphones. They can
browse your menu items, make a selection, and place an order online. Payment
will also be made online. Customers can have their orders delivered or come and
pick them up themselves.
Food delivery applications (FDAs) have transformed the way consumers order
and consume food, especially during the COVID-19 pandemic's mobility
limitations. Providing consumers with services which are safe, socially distanced,
and convenient. It has only highlighted the critical role that food delivery
platforms play in the lives of today's food consumers. It's simple, easy, and
provides a wide range of options that are simply not available on other platforms.
As the COVID-19 pandemic continues, considering this type of service could be
the key ingredient in enabling your business to generate a consistent stream of
revenue while still not losing behind competitors.
The researcher want to know some of the problems in this studies arising in
bringing the situation to a reasonable and effective solution that will satisfy
everyone involved. There are number of causes for a customer's rage and the
commonly problem of this study are: The ordering process, improper food
handling, the selection, the payment, delivery & packaging, mistakes in orders,
confusing menu, customer service and cold food being delivered.
Contrast theory was first introduced by Hovland, Harvey and Sherif (1987).
Dawes et al (1972) define contrast theory as the tendency to magnify the
discrepancy between one’s own attitudes and the attitudes represented by opinion
statements. Contrast theory presents an alternative view of the consumer post-
usage evaluation process than was presented in assimilation theory in that post-
usage evaluations lead to results in opposite predictions for the effects of
expectations on satisfaction
This theory is related to our study because it also focused on how customer
satisfied when they order food through online application. When actual product
performance falls short of the consumer’s expectations about the product, the
contrast between the expectation and outcome will cause the consumer to
exaggerate the disparity. And to defined as a measurement that determines how
happy customers are with a company’s foods, services, and capabilities.
1.3 Conceptual Framework
Demographic Profile
Customer Satisfaction
Practices on Electronic
Food Ordering
1.1 Age;
1.2 Sex; and
1.3 Location
3.1 Control
3.2 Convenience
1.5 Hypothesis
1.6 Significance of the Study
The results of this research will be useful to society, considering that food
establishments and customers are in demand for speedy transactions, especially
after pandemic safety protocols.
Customers. They would also benefit the customers since they are the ones who
will benefit from the management's future improvements to the electronic food
ordering system. Time-saving and convenience are the main reasons why most
customers choose food establishments.
Fast Food Industry. Hopefully, this study will give an insight into the Fast Food
Industry when assessing or evaluating how to improve their customer service and
provide factual information to food ordering app developers regarding customers'
perception of automation of food ordering.
Control – refers to the degree of control that customers have over the ordering
process, including the ability to customize their orders.
Convenience- refers to how easy and efficient it is for customers to use the
electronic ordering system to place their orders.
Need for Interaction- refers to the extent to which customers value personal
interaction with service providers, such as being able to ask questions or provide
feedback.
Behavioral Intentions- Users were much more likely to say they would use or
recommend online food ordering and was found to be positively significant.
Self-service- - Self-serve in this study is that the support is when customers use
your resources to find solutions to their problems independently instead of
contacting your team.
CHAPTER II
UPI platforms. Offers provided by the delivery apps is also one of the factors
influencing customers. With rapid urbanisation, the food delivery system and
restaurants are thriving for more sales and higher customer base. Stupendous
growth in use of smartphones and applications in smart phones, there are
opportunities for food delivery apps in the market. Social media and different
payment options can help the service providers to attract more buyers in the
market in the present scenario.
Young and working customers are more likely to use online food delivery apps.
When it comes to internet meal ordering, men outnumber women by a wide
margin. Online meal orders were more popular with married customers than single
ones. Many people preferred to order meals from a restaurant using delivery apps
because of the many benefits, but only a small number did so because of
cleanliness and quality issues.
Since they spend the most of their finances among all generations, millennials are
the primary consumers of meal delivery services. Companies that provide food
invest in innovative methods of reaching consumers with their services. They
utilize a variety of channels, including social media, virtual assistants, smart
watches, and more. In some markets, food is delivered to clients' doorsteps using
robots, parachutes, and drones. The food delivery industry is also discovering the
specific markets it needs to succeed.
Customers tend to select popular meal delivery apps since they can offer superior
services. As users search for more detailed information, food delivery apps only
offer a limited amount of information. Customers have the impression that online
food delivery services charge a little higher delivery fee. Sales for online food
delivery apps increased as a result of shifting consumer tastes. Digital food
ordering services mostly target high-income groups and millennials. Independent
platforms are becoming more popular as restaurants invest in building a clientele.
The gap between restaurants and foodies can be filled by third-party platforms.
The food industry is a global one, and consumers worldwide want a variety of
flavours to be available everywhere. Consumers can now be more aware of the
options thanks to technology. Despite being important for survival, food has
evolved into more than just a necessity and has become an integral aspect of
living. Its demand is always rising and will never decline. More and more eateries
are developing unique ideas and using ground-breaking strategies to reach out to
and draw in potential clients. The use of online food ordering systems has greatly
streamlined operations for both customers and establishments.
The technology has been quite helpful to the companies that supply food online.
Consumers are making regular and trustworthy preferred purchases as a result of
the service provider's easy accessibility. For those who are busy, it is very
important because they can eat whenever they want without wasting any time.
Previous research on food delivery services has found that trust, contentment, and
loyalty are crucial factors in determining the success of offline businesses. But in
more recent research, academics have shown that the online platform has provided
excellent opportunities for interactive and personalised marketing (Burke, 2002;
Wind 2001; & Rangaswamy). An impromptu network of retailers is created via
the internet and mobile apps (Phau & Lo, 2004). In addition to information from
peers and other social sites, consumers have the option of using the internet to
research other options for quality and pricing in order to meet their expectations
and come to a wise conclusion (Singh, 2002).
Sellers engaged in food industry are looking for new opportunities to serve the
customers. In the process, have witnessed a new platform in the form of food
order and delivery system for food industry. Digital platforms have been evolved
to cater to the customized needs of the customers due to social and cultural
changes. Changing family system, changing life style of people, double income,
lack of time to prepare food at home, increased disposable income, offers from
restaurants and delivery system are some of the reasons for evolution of food
order and delivery apps. Online food delivery applications have become popular
because of reasons like visible menu with prices, complete information about
service, real time tracking of delivery, push notifications, multiple payment
options, GPS searching of nearby restaurants, better interface and discounts and
deals offered. (Chorneukar, M. J. (2014).
Online meal delivery services have gained popularity due to features like clear
menus with prices, comprehensive service information, real-time delivery
tracking, push notifications, a variety of payment methods, GPS-based restaurant
locator, better user experience, and discounts and deals provided. (M. J.
Chorneukar) (2014).
Through websites or mobile applications, online meal ordering links diners and
restaurants. In order to better serve customers and meet their demands, websites
and applications are tailored. This approach is a big success since it makes it easy
for customers to choose the food they want from the menu, place orders with the
service provider, and pay through a variety of methods. Online restaurant food
delivery is a rapidly growing industry. changes as it develops fresh methods for
reaching the final consumer.
With millennials as the main drivers, new distribution channels are now available,
as well as new delivery techniques like robots, drones, etc., that may target
specialized markets with the aid of cutting-edge technology like virtual and
augmented reality and artificial intelligence. Applications and websites for online
meal ordering and delivery are unquestionably the way of the future for the
restaurant industry because they may help both consumers and service providers
in a number of ways. By providing tailored services to the target customers at
reasonable pricing, digital platforms may dominate the market. Due to favorable
conditions like shifting markets, strong customer purchasing power, technical
improvements, etc., the industry will also expand quickly.
CHAPTER III
METHODOLOGY
This chapter present the research methodology, this includes research design &
locale, data gathering procedure, sampling design & respondent, research
instrument, scoring procedure and treatment of data.
3.1 Research Design
Mc Donald’s El Salvador City Branch will be the research locale of this study.
Mc Donald’s is the first branch in El Salvador City, this branch is located along
the National Highway near Divine Mercy Shrine crossing and will also serve as
the first drive thru outlet outside this Cagayan de Oro City. This Company
operates and franchises Mc Donald’s restaurant that serve a locally – relevant
menu of food and beverages.
This data will be analyzed using the percentage frequency distribution in which it
is a display of data that specifies the percentage of observations that exist for each
data point or grouping of data points. It is a particularly useful method of
expressing the relative frequency of survey responses and other data. This will
allow the researchers to have a glance at the entire data conveniently. It shows
whether the observations are high or low and also whether they are concentrated
in one area or spread out across the entire scale.
REFERENCES
Abdullah, N. (2016). The Influence of Demographic Factor on Personal
Innovativeness Towards Technology Acceptance. Malaysian Online Journal of
Educational Technology, 4(1), 68–73.
Amelia, M., & Garg, A. (2016). The first impression in a fine-dining restaurant. A
study of C restaurant in Tampere, Finland. European Journal of Tourism,
Hospitality and Recreation, 7(2), 100–111. https://doi.org/10.1515/ejthr-2016-
0012
Annaraud, K., & Berezina, K. (2020). Predicting satisfaction and intentions to use
online food delivery: What really makes a difference? Journal of Foodservice
Business Research, 23(4), 305–323.
https://doi.org/10.1080/15378020.2020.1768039
Chai, L. T., & Yat, D. N. (2019). Online Food Delivery Services: Making Food
Delivery the New Normal. Journal of Marketing Advances and Practices, 1(1),
64–68.
Collier, J. E., & Sherrell, D. L. (2009). Examining the influence of control and
convenience in a self-service setting. Journal of the Academy of Marketing
Science, 38(4), 490–509. https://doi.org/10.1007/s11747-009-0179-4
Demirci Orel, F., & Kara, A. (2014). Supermarket self-checkout service quality,
customer satisfaction, and loyalty: Empirical evidence from an emerging market.
Journal of Retailing and Consumer Services, 21(2), 118–129.
https://doi.org/10.1016/j.jretconser.2013.07.002
Huang, P.-L., Lee, B. C. Y., & Chen, C.-C. (2017). The influence of service
quality on customer satisfaction and loyalty in B2B Technology Service Industry.
Total Quality Management & Business Excellence, 30(13-14), 1449–1465.
https://doi.org/10.1080/14783363.2017.1372184
Lee, W. S., Song, M., Moon, J., & Tang, R. (2022). Application of the technology
acceptance model to Food Delivery Apps. British Food Journal.
https://doi.org/10.1108/bfj-05- 2021-0574
Reddy, S. & Aradhya, Dr. G.B. (2020). Driving Forces for the Success of Food
Ordering and Delivery Apps: A Descriptive Study. 10(2).
http://doi.org/10.31033/ijemr.10.2.15
DOI: 10.1177/09722629211034405
https://www.researchgate.net/publication/
336777493_Customer_Satisfaction_With_Online_Food_Ordering_Portals_In_Qat
ar
http://www.tarupublications.com/journals/jios/full-text/JIOS-27-1-2006/jios134.pd
Aleem Raza, Muhammad Asif, Mubasher Akram, Give your hunger a new option:
Understanding consumers’ continuous intention to use online food delivery apps
using trust transfer theory, International Journal of Consumer Studies,
10.1111/ijcs.12845, 47, 2, (474-495), (2022).
H.S. Sethu & bhavya saini “Customer Perception and Satisfaction on Ordering
Food”. (2016)
Batra. B. (2022). 5 Difficulties Customers Face While Ordering Food Online And
How You Can Fix Them
Survey Questionnaire
Assessment on Customer Satisfaction Towards Electronic
Food Ordering Practices
Part 1
Age:
Sex: Male Female
Location:
Part 11
Direction: Kindly please put a check mark that corresponds to your answer
4-Strongly Agree 3-Agree 2-Disagree 1-Strongly Disagree
Customer Satisfaction: 4 3 2 1
1. I am satisfied with the overall process
of online ordering of food.
2. I did not face any problem (issues)
when using online application.
3. I am happy with the service of online
food
ordering application
4. I am happy with the quality of the
service of online food ordering
application
Control: