Customer Satisfaction with Online Food Delivery Services in Cebu City, Philippines
Abstract
This study aimed to assess customer satisfaction with online food delivery services in Cebu City, Philippines, with specific attention to delivery time, price, and rider performance, and to examine the relationship between customer satisfaction and selected demographic characteristics. A quantitative descriptive–correlational design was employed. Data were collected from 100 customers who had prior experience using online food delivery platforms through a random sampling technique. A structured, researcher-developed questionnaire was used. Data were analyzed using frequency and percentage distributions, weighted means, chi-square tests, and regression analysis. The results showed that customers were satisfied with delivery time and rider performance, indicating that timeliness, professionalism, and order accuracy were generally achieved. Moderate satisfaction was reported in terms of price, reflecting concerns related to delivery fees and overall cost. Significant relationships were found between age, income, and reason for ordering online and customer satisfaction in terms of delivery time and price. No significant relationship was observed between respondent profile variables and satisfaction with rider performance. The most commonly reported problems were delayed delivery, high delivery fees, and inaccurate or incomplete orders. The findings implied that efficient delivery systems, transparent pricing policies, and consistent rider performance are essential for improving customer satisfaction. Segment-specific service strategies based on user characteristics were also indicated. It was recommended that online food delivery platforms enhance delivery logistics, strengthen pricing transparency, improve rider training, and reinforce coordination with partner merchants. The study contributed empirical evidence to the growing literature on online food delivery services in an urban Philippine context. Keywords: Online Food Delivery, Customer Satisfaction, Service Quality, Delivery Time, Price, Philippines
Operational Management Practices of Public Elementary and Secondary School Canteens in Rosario, La Union
Abstract
This study examined the operational management practices of public elementary and secondary school canteens in Rosario, La Union. It focused on canteen profile, planning, organizing, budgeting, controlling, operational challenges, and the relationship between profile variables and management practices. A quantitative descriptive-correlational design was used. Total enumeration was applied to include 19 public school canteens composed of 14 elementary and five secondary school canteens. Data were collected through a validated researcher-made questionnaire and analyzed using frequency, percentage, weighted mean, and Pearson correlation. Findings showed that most canteens were elementary based, had operated for one to three years, had one to two personnel, had working capital below Php10,000, and generated daily average sales of Php1,001 to Php3,000. Operational management practices were often implemented, with controlling receiving the highest mean and organizing receiving the lowest mean. Operational challenges were rarely encountered overall, although inadequate working capital, weak customer feedback mechanisms, and improper financial statement reconciliation were sometimes encountered. Correlation results showed no significant relationship between most profile variables and operational management practices. However, daily average operational expenses had a significant negative relationship with planning. The study recommends a practical action plan focused on working capital management, customer feedback, financial reconciliation, and operational risk planning to strengthen sustainable school canteen operations.
Keywords: budgeting, controlling, operational management, planning, public school canteens
