Level of customer satisfaction on small online food businesses opened during the pandemic in south of Metro Manila: Basis for enhancements for small online food businesses

Abstract

This study is in response of the current global pandemic situation that is affecting the hotel and restaurant industry. The jobs of the people are heavily affected because of this pandemic as the government, as well as other foreign countries, to follow social distancing and to coordinate well with the national lockdown. Since the lockdown demands social distancing many people who have been laid off or are unemployed planned on opening their own small online food business to keep a stable income during this time. Not only that but at this point many people are now following the new normal which is "Online". Every store nowadays is now setting up their virtual version of their store in order to still reach out from their customers. But the question is are people satisfied or ready for the new normal. The study utilized a mixed method of quantitative, qualitative design, and descriptive data collection and analysis. The participants of the study are people who have purchased at least 2 orders or more in the selected online food business in the past 12 months. The study includes at least a total of 75 respondents. These were divided into 25 respondents per small online food business. The results of the data gathered of the study showed that the customers/respondents were highly satisfied with the overall price, quality, and service of the selected small online food business they purchased from. Considering the fact, they mention their problems encountered. The respondents still gave a positive feedback about the overall performance of the selected small online food business, from price, quality, and service. The problems they have encountered mentions the following: delivery fee, delivery time, quality of food products after being delivered, seller is late to reply, no delivery option available only for pickup, the hassle to order online, products are not available, and wrong orders receive. The output of the study is an Action Plan for the Improvement of Small Online Food Businesses.