Factors Influencing Customer Satisfaction on Online Food Delivery Protocols

The Internet can be useful today to offer a variety of services. Amid the COVID-19 pandemic, online meal delivery services have become increasingly popular, especially in Cagayan de Oro City. The purpose of this study is to uncover characteristics that influence consumer satisfaction in online food delivery operations during the new normal by combining planned behavior theory with the ServQual technique. With 225 participants who voluntarily partaken answered 58 questions. The Pearson r and Multi Linear Regression are statistical techniques used in determining the level of impact of the independent variables on the dependent variables, as well as for testing and determining the relationships between the dependent and independent variables, respectively. It was then discovered that the hanging and the five independent variables of online food delivery procedures had a link. In addition, the following variables, Contactless Delivery, Food Quality, Safety, and Secure Packaging, and On-Time Delivery, were found to have a significant influences on customer satisfaction with online food delivery protocols in terms of service quality. Therefore, giving attention to these factors benefits food businesses/establishments.

Keywords: Pandemic; Accessible Services; OFD Apps; Service Quality Scale; Theory of Planned Behavior