Consumer satisfaction with online food delivery service and its association with food choice and frequency of use among 18-24-year-old UPLB students during the COVID-19 pandemic

Date

8-2022

Degree

Bachelor of Science in Nutrition

College

College of Human Ecology (CHE)

Adviser/Committee Chair

Recylyn Bayna-Mariano

Restrictions

Restricted: Not available to the general public and to those bound by the confidentiality agreement. Access is available only after consultation with author/thesis adviser.

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Abstract

The use of online food delivery service (OFDS) has been well-utilized during the COVID-19 pandemic. This study aims to investigate consumer satisfaction with OFDS and their relationship to food choice and frequency of use among 18-24 years old UPLB students during the COVID-19 pandemic. A total of 80 respondents aged 18-24 years who have used OFDS during the pandemic voluntarily participated and answered the developed questionnaire. Mean score and median importance rating found that price was the most important food choice factor that respondents consider when deciding what to eat, whereas E-service quality (ESQ) was the most satisfactory factor that consumers perceive after using OFDS. Interestingly, the study found that food choice has a positive monotonic relationship with consumer satisfaction with OFDS and that specifically, among the factors, mood to price-saving orientation (PSO), convenience motivation (CM), ESQ, and food quality (FQ); convenience to time-saving orientation (TSO), and sensory appeal to hedonic motivation (HM) have the strongest association. The findings also conclude that consumer satisfaction with OFDS is positively associated with the frequency of their use and that satisfaction influenced by HM of OFDS increases the frequency of use to a higher extent. Keywords: food choice; consumer satisfaction; online food delivery service; OFDS use; young adults; COVID-19; new normal; Philippines

Language

English

LC Subject

Food delivery services--Philippines, University of the Philippines at Los Baños--Students, Food preferences, Nutrition College of Human Ecology

Location

UPLB Main Library Special Collections Section (USCS)

Call Number

LG 993.5 2022 H85 A75

Document Type

Thesis

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