Factor Analysis on Online Food Delivery Service in the New Normal

This study aims to analyze on the factors on online food delivery service in the new normal in terms of customer’s motivation, expectation, loyalty and satisfaction. One of the most affected sectors due to the COVID 19 pandemic is the food industry that mainly provides for every individual’s daily needs. Since the quarantine has been implemented nationwide most of the local food businesses and markets have been struggling to boost their sales and maintain their loyal and satisfied customers. This paved way for the food industry to adapt the new normal and be aware of the safety protocols during this pandemic. For this reason, the industry switched to a new strategy which is online food delivery. A quantitative descriptive method was used through a survey form among 215 respondents. The researchers virtually administered the research instrument with the use of social media platforms and Google Forms. Based on the results, it was found out that consumers have high expectation and motivation for online food delivery however they have low assessment on satisfaction and loyalty. It was found out that those who have family members of four have greater assessment on the customer’s motivation, expectation, and loyalty. Also, a significant relationship exists on all the variables implying that the more the customers are motivated, the higher the expectation and the more the customer are satisfied, the higher their loyalty is.

Keywords – COVID19, expectation, loyalty, motivation, satisfaction, online food delivery