Customer Satisfaction in Food Delivery Apps
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Powered by AIHealth safety perceptions significantly impacted food delivery demand during the COVID-19 pandemic. Zhang et al. (2022) highlighted that concerns about hygiene and safety heightened consumer demand for online food delivery, as people sought safer alternatives to traditional dining. The emphasis on hygiene and health safety reassurances from food delivery services played a crucial role in maintaining and even increasing demand during the pandemic period .
Perceived safety and app usability significantly influence satisfaction and repeat usage of food delivery services among Metro Manila residents. Studies by the University of the Philippines Los Baños (2023–2025) indicate that assurance in safety during transactions and user-friendly app interfaces enhances customer satisfaction. This increased satisfaction level directly correlates to higher rates of repeat usage, showing that trust in safety measures and seamless app operation are critical in sustaining consumer engagement .
Contextual differences affect the examination of online food delivery satisfaction by necessitating different focal points based on regional characteristics. While international settings emphasize broad themes like service quality and app usability, local contexts, such as those in Tuguegarao, incorporate affordability and logistical barriers as significant factors. These differences highlight the need for region-specific strategies, as issues like economic conditions and service access vary greatly, impacting customer expectations and satisfaction measures differently across different regions .
Customer satisfaction mediates the relationship between service quality and customer loyalty by acting as an intermediary that improves when service quality is enhanced, thus leading to increased loyalty. Rombach (2023) and Siddiqi (2024) found that improved service quality raises satisfaction levels, which then fosters customer loyalty. This mediation indicates that simply improving service quality may not directly increase loyalty unless it first translates into higher customer satisfaction .
Customer experience plays a crucial role in shaping customer satisfaction and loyalty within online food delivery services. Mohamadabadi (2025) highlighted that a positive online customer experience enhances the perceived value and satisfaction, leading to increased loyalty. The synthesis of local and international studies further underscores that enhancing customer experience through app usability and service quality can improve overall satisfaction, which in turn acts as a mediator for customer loyalty .
Balancing global service quality standards with local realities in Tuguegarao City’s food delivery applications requires acknowledging and addressing local contextual issues, such as affordability and logistical constraints. Global standards emphasize service quality and usability, but for Tuguegarao, it is critical to incorporate affordability and access-related adaptations due to economic and logistical challenges unique to the local environment. Such balancing acts ensure that applications meet international quality while being attuned to local consumer needs and operational limitations .
Pasana (2021) identifies product and service quality as significant predictors of customer satisfaction among Filipino consumers using online food delivery platforms. This finding aligns with global studies that emphasize the importance of service quality as a critical determinant of satisfaction. However, local studies add a layer of contextual relevance by highlighting factors unique to the Philippine setting, such as affordability and access to services during peak times, which are not as prominently featured in global studies .
Local Philippine studies emphasize factors like affordability, perceived safety, and accessibility during peak hours as customer satisfaction determinants, which align with global studies but reflect localized concerns. For instance, Pasana (2021) and studies by the University of the Philippines Los Baños (2023–2025) suggest that affordability and logistical considerations are crucial for Filipino consumers. In contrast, international studies cited factors such as service quality, app usability, and trust as primary influences on satisfaction. This suggests that while global factors of service quality are universally important, local contexts like economic barriers and service accessibility significantly shape satisfaction in the Philippines .
Convenience and reliability are pivotal in building consumer trust in online food delivery services. Meena (2022) confirmed that delivery speed and reliability significantly determine consumer trust. Additionally, Zhao (2020) emphasized that convenience is key for customers' continuance intention in using such services. These elements ensure that customers feel confident in receiving their orders timely and without hassle, thereby strengthening their trust in the service provider .
Service quality in online food delivery services is a significant predictor of both customer satisfaction and loyalty. Studies by Prasetyo et al. (2021) and Koay et al. (2022) found that higher service quality leads to increased satisfaction, which in turn enhances customer loyalty. Bonfanti (2023) also noted that satisfaction acts as a mediator between service quality and customer loyalty, suggesting that improving service quality indirectly boosts loyalty by first increasing customer satisfaction .