QUALITY PRODUCTS AND SERVICES OF ONLINE FOOD DELIVERY AS PREDICTORS OF CUSTOMER SATISFACTION

Customer satisfaction continues to be a critical concern in the online food delivery (OFD) industry, particularly in emerging urban centers like Davao City, Philippines. While OFD services have rapidly expanded, issues such as inconsistent service quality, food safety concerns, and delivery inefficiencies persist, limiting overall consumer satisfaction. Existing research has often focused on global or highly urbanized regions, creating a gap in understanding consumer behavior in regional cities. This study investigates the influence of product and service quality on customer satisfaction and loyalty among OFD users in Davao City, with a focus on the Business Process Outsourcing (BPO) sector—a key demographic due to its fast-paced work environment and reliance on delivery services. Adopting a descriptive-correlational research design, data were gathered from 111 respondents through survey questionnaires. Quantitative analysis, including correlation and regression techniques, was applied to determine the relationships among quality indicators and satisfaction outcomes. Findings indicate that while the quality of services significantly influences customer satisfaction, product quality alone does not strongly predict satisfaction levels. This suggests that consumers place greater value on responsive and reliable service over product attributes alone. The study underscores the importance of enhancing service efficiency, usability, and trust to improve customer experience and loyalty. These findings offer practical insights for OFD providers aiming to optimize customer retention in competitive digital marketplaces. Future research may expand on cultural and technological factors affecting OFD satisfaction, especially in tourism- and service-driven local economies.