Paper for Issue

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