I. ABSTRACT

The research delves into customer satisfaction concerning food delivery services in Tagaytay,
emphasizing prompt delivery and food quality as pivotal factors. The study was conducted through
a Google Forms survey with 202 respondents, predominantly female young adults, which reveals
a moderate overall satisfaction level. Reliability is highlighted as crucial, whereas empathy scores
the lowest. Gender and preferred delivery apps show no significant impact on satisfaction levels.
Recommendations for service providers include enhancing service quality dimensions,
emphasizing empathy, and learning from successful apps. Additionally, improving reliability,
addressing quality gaps, and utilizing technology and data insights are suggested to enhance the
food delivery service. The study underscores the importance of comprehending customer
satisfaction in Tagaytay's online food delivery landscape. While indicating room for improvement,
particularly in reliability and empathy, the findings suggest consistency in satisfaction levels across
different apps. Future research is proposed to further explore demographic and app-specific
influences, aiming to offer actionable insights for service providers. Overall, understanding critical
drivers like reliability and addressing areas of concern such as empathy can enhance customer
experience and foster business success in Tagaytay's online food delivery market.