International Journal For Multidisciplinary Research

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Use of Mobile Food Delivery Application as Mediator of Customer Satisfaction and Loyalty: Context of Restaurants in Davao City

Author(s) NORIEL A. TAYAG, HAZEL PRINCESS M. REBOLLO
Country Philippines
Abstract The study aimed to explore customer satisfaction influences customer loyalty, with the use of mobile food delivery applications as a mediating factor. It was conducted within the context of restaurants in Davao City and utilized a descriptive-correlational study design along with mediation analysis. Correlational analysis was performed to examine the relationships between the variables. The researchers surveyed 300 students from both public and private schools who had prior experience with mobile food delivery applications, using adapted and modified questionnaires. The data analysis involved calculating means, standard deviations, Pearson Product Moment Correlation, regression analysis, medgraph, and the Sobel Z-test. The findings revealed that respondents exhibited very high levels of customer satisfaction, customer loyalty, and usage of mobile food delivery applications. Additionally, the research identified a significant correlation among the variables, and it was determined that the use of mobile food delivery applications has a significant partial mediating effect on the relationship between customer satisfaction and customer loyalty.
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Keywords hospitality and tourism management, mobile food delivery application, customer satisfaction, customer loyalty, mediation, Philippines,
Published In Volume 6, Issue 5, September-October 2024
Published On 2024-10-25
Cite This Use of Mobile Food Delivery Application as Mediator of Customer Satisfaction and Loyalty: Context of Restaurants in Davao City - NORIEL A. TAYAG, HAZEL PRINCESS M. REBOLLO - IJFMR Volume 6, Issue 5, September-October 2024. DOI 10.36948/ijfmr.2024.v06i05.29290
DOI https://doi.org/10.36948/ijfmr.2024.v06i05.29290
Short DOI https://doi.org/g8pnmq
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