The Level of Expectation and Satisfaction Analysis of Selected Employees and Students of an HEI in Lucena City towards Online Food Delivery (OFD) Application

Employees and students, whether in private or public institutions, are one of the demanding target audiences for many retailers including the fast-food chains. The food industry has transformed greatly in adapting to world technology. As evidenced by the changing environment, the growth of the restaurant has been obsessed with fundamental changes in our society. The ordering of food through online food applications has become habitual by many people because they can place an order whenever an internet connection is available for them. This study aimed to examine the expectation and satisfaction analysis of selected employees and students of an HEI towards Online Food Delivery (OFD) in Lucena City. All data gathered in this study were beneficial to OFD owners in terms of assessing their customers’ demographic profile, level of customer expectation, level of consumer satisfaction, and problems encountered upon ordering food via an OFD. For this study, a quantitative approach using a researcher-made questionnaire was used together with the aid of purposive sampling technique to determine the expectation and satisfaction analysis of the respondents. The results of the study revealed that the respondents strongly agree with the services of OFD application especially during the pandemic despite some problems related to time constraints. These findings served as a guide for OFD owners to recalibrate and further enhance their business approach towards serving customers online. As recommended, OFD owners must strengthen innovative practices and continuous employee training to maintain great services.