LEVEL OF CUSTOMER’S SATISFACTION ON DIFFERENT FOOD DELIVERY

SERVICES

______________________________________________

A RESEARCH PAPER

Presented to

The Faculty of Koronadal National Comprehensive High School

Senior High School Department

Koronadal City

_____________________________________________

RESEARCHERS

ARGUEZA, QUIA MARIEL S.

LASTIMOZO, CHRISTINE MAY L.

LOSARIA,SHEENA ROSE F.

RIVERA,JUDAH KATRINA B.

YECLA, LESLIE I.

(12 ABM 1 -PAR)

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CHAPTER I

INTRODUCTION

Background of the Study

Economic growth and increasing broadband penetration are driving the

global expansion of e-commerce. Consumers are increasingly using online

services as their disposable income increases, electronic payments become

more trustworthy, and the range of suppliers and the size of their delivery

networks expand. During the global 2020 COVID-19 outbreak, the

advantages of online food delivery (FD) were obvious, as it facilitated

consumer access to prepared meals and enabled food providers to keep

operating (Li 2020).

Mobile food delivery applications now are getting familiar and trending.

Getting food, you want to be delivered right at your home anytime anywhere is

convenient as ever. Thanks to all the mobile food delivery applications

nowadays all you need to do is download one of the best food delivery apps,

choose the food you want, place an order, and make payment via your

smartphone, or cash on delivery. People do not take time for grocery buying,

and preparations or do not need to spend it on making these things. Instead,

a growing number of netizens choose to get a couple of taps from the mobile

food delivery application and enjoy their favourite meal within a minute or hour

(Amejolar,2018).
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Companies have changed their traditional business strategies into

online marketing to suit customer needs and taste at any time. But in the food

business, fulfillment has to be within 30-40 minutes. "Besides, there has to be

a very tight control on quality of food and service, or else people will reject it.

Customer expectations are high" as highlighted by Patil 2018. The global

COVID-19 pandemic has only demonstrated the vital role that food distribution

systems play in today's food consumers' lives. We're trapped in our homes,

but our pantry shelves are brimming with food! As a result of our food delivery

service,although millions of people are being forced to stay at home due to

the health crisis, online food delivery has become a major player.

With these statements presented the researchers would like to find out

the level of satisfaction on different food delivery services in Koronadal City.

Statement of the Problem

This study will determine the level of customer satisfaction on different food

delivery services

Specifically it determines to answer the following :

1.What are the most preferred food delivery services locally?

a.) Food Panda

b.) Maxims

c.) Dul-ong Marbel

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2. ​What is the level of satisfaction given by customers to the following food delivery

services?

3. ​How satisfied are the customers with the Food delivery Services in Koronadal

City?

a.) Food Panda

b.) Maxims

c.) Dul-ong Marbel

Significance of the Study

This study serves as a resource in determining the Customer’s expectation

and satisfaction on different food delivery services in Koronadal city. The

researchers expect that the result will benefit the following:

Food delivery services companies .​This study is beneficial to the companies for

this will be their guide on how they will improve their services.

Managers​.This study will give them knowledge that serves as their basis on their

managerials plans with regard to their services.

Riders.​This study will give them information about their performance in relation to

this matter.

Consumers.​This will be beneficial to the consumers for they will have an idea about

the delivery services.

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Future researchers​.This study will serve a basis for the future researchers whose

investigation is connected with the customer’s satisfaction on food delivery services.

Scope and Delimitation of the Study

The respondents of the study are the twenty (20) residents of Brgy GPS

Bagong Sikat who have experienced ordering from the three (3) mobile app namely

foodpanda, maxims and Dul-ong Marbel.

Definition of Terms

· Facilitated - Make (an action or process) easy or easier.

· Convenient - Fitting in well with a person's needs, activities, and plans.

· Mobile - Relating to mobile phones, handheld computers, and similar technology.

· Netizens - A user of the internet, especially a habitual or avid one.

· Reputation - The beliefs or opinions that are generally held about someone or

something.

· Intangible - Unable to be touched or grasped; not having physical presence.

· Transaction - An instance of buying or selling something; a business deal.

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CHAPTER II

REVIEW OF RELATED LITERATURE

​2.1 Online Food Delivery Services

Technology carries a significant role in modernizing the food delivery

(FD) service in meeting the consumer’s faltering demand. It has developed an

online ordering from a phone-based, making the FD service its way to the top.

(Rathore, S. and Chaudhary, M. 2018) This massive expansion of technology

development encourages business sectors to do business through virtual

mode. People living in an urban lack of time when it comes to cooking in their

house spend more time in their offices than their home. Long working hours,

traffic, and the grown population of working women have developed a habit of

using the internet to connect with different FD services online. (Cavusoglu,

M.2012)

Online food delivery OFD services can be classified as an

online-to-offline (O2O) service. One online platform that covers many

fast-food chains and restaurants plays a bridge connecting different fast-food

chains and customers. Partner restaurants and fast food chains of online food

delivery services companies present their menus on the online platform to

attract more customers and customers can order food online and orders get

sent to their appointed destinations. (Hong, Li & Wang,2016)

Research showed that online food ordering varied by restaurant

section and cuisine type. According to Kimes, F. and Laque, P.(2011) study

show that 23 percent or 326 largest restaurants in the U.S accept online
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orders, 48.5 % of those are high-end restaurants, 22% on fast food

restaurants, 18% for the casual dining and 8.9% full-service restaurant.

Sandwiches, pizza, burgers, Asian noodles and chicken were up-selling. 35.2

% of 34 fast-food chains have apps attending for their customers’ order

online.

Websites by different OFD companies must be

consumer-friendly and meet the consumer’s request as soon as

possible. In exchange, this will enable consumers to rapidly finish the

transaction, which is beneficial to the consumer and marketers. Some

consumers are greatly attracted to discounts and promotion, and they

are the most likely price-sensitive type of consumer. They choose to go

with a company that yields the best value for money. (Yeo, et al.2017)

Most of the customers prefer OFD, given that they can avail

discounts and enjoy the benefits of their promotions. Consumers

between 18-15 above are most likely to use OFD compared to any

other group age; consumers around this age are usually college

students and unmarried people. They choose OFD because of their

hectic schedules, and probably they want what local vendors offer. It is

the food that satisfies their cravings and also helps them save up their

energy and time at the same time. (Beliya, et al.2019)

Customer comfort can be considered as one of the best factors

why people prefer OFD services. There is no pressure applied to the

customers as they do their order since no one is waiting to be next in

line; they do not have to decide quickly. They can spend time choosing
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from the menu. Customers think twice upon ordering. They look for

descriptions, its image, specialty, and price of the menu before

finalizing it and clicking their phones to purchase their desired foods.

Besides comparing the menus, customers freely compare promotions

and order meals from various restaurants or fast chains. Users find it

more convenient as they can order food, even if they were in their

respected homes or anywhere around the place covered by the OFD

services. (Gupta, M.2019 & Koul, et al. 2018)

2.2 Worldwide Food Delivery Service

FD is increasingly well accepted and welcomed by young adults worldwide

online, and nowhere is this pattern more apparent than in China. A 2019 study of

1000 university students in Nanjing found that at least 71.45% of them had been

using online FD for at least two years and that 85.1% of them used online FD more

than once a week (Yin and Hu, 2019). Also, according to Li et al. (2020) that China is

leading the way in the market share of online FD, closely followed by the US with

India and Brazil's emerging markets, showing rapid growth (> 9% compound).

Growth in annual growth rate (CAGR) growth.

One of the key antecedents of customer loyalty has been described as

service quality and customer satisfaction. Nevertheless, the consumer perception of

service performance initially affects customer satisfaction first. This simultaneous

relationship between the perceived quality of service and customer satisfaction and

its connection to customer loyalty has attracted scholars' attention (Dabholkar, 1996

& Makanyeza & Chikazhe, 2017).

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E-commerce is rapidly increasing internationally, and the food industry is also

growing steadily, according to Serhat Murat Alagoz & Haluk Hekimoglu (2012). The

Technology Acceptance Model (TAM) was used in this research paper to study the

online food ordering system's acceptance. Their data analysis showed that the

attitude towards online food order varies according to the ease and usefulness of the

online food ordering process and varies according to their innovativeness against

information technology and their confidence in e-retailers.

Ashoutosh Bhargve (2013) reported that since May 2012, Foodpanda and

online food ordering apps had been introduced in the Indian market. The first major

move by Foodpanda was the acquisition of TastyKhana, which began in Pune in

2007. With TastyKhana and EAT's acquisition, it is now available in more than 200

cities and with over 12,000 restaurants as a delivery partner. Also reported is JUST

EAT, which was launched in Denmark in 2001 and was publicly listed on the London

Stock Exchange. Their Indian venture was launched in 2006 as Hungry Bangalore. It

was reintroduced in 2011 when EAT purchased a majority stake in the company.

The organization is working with over 2,000 restaurants today.

2.3 Koronadal Food Delivery Services

In this modern world, you do not need to get dressed, go outside and

buy your lunch, with just your fingertips you can tap and open a food delivery

app that will surely satisfy your cravings. Food delivery is the perfect choice
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for the longest time, anytime you crave dishes that you are unable to eat at

home or not from the mood. It takes time to cook 'Lechon,' delicacies

(kakanin), pizza, Kare-kare, milk tea and fancy coffee. (Matt,2020). Food

delivery is a convenience service in which food is provided to a client by such

a restaurant, supermarket, or independent food delivery company. An order is

usually made either through the website or app of a restaurant or grocer, or

through a food ordering company. The fast-phased lifestyle of the Filipino

greatly affects its buying power as a customer.(Flores,Castaño 2020)

. In Korondal City South Cotabato there are 3 popular delivery services

and these are FoodPanda, Maxim Delivery, Dul ong Marbel, Starting a

business is so hard, specifically the food business and restaurant business.

Restaurant business is notorious for failure. Some statistics put the food

service business failure rates as high as 60% within the first year

(Feloni,2014).But here comes Food panda to help start up business to start

even just at home,and people will always be curious, and they will try ordering

food online. The Philippines foodpanda was launched in June 2014 and has

since grown to over 1,000 partner restaurants nationwide. What makes

Foodpanda a cut above the rest in terms of convenience is its card payment

option. This hasn’t only helped me satisfy my food cravings even if I didn’t

have any cash on hand, this has also been proven very useful at times that I

needed to order big batches of food for work or family celebrations. The deals

aren’t just much cheaper, delivery is also faster than their other delivery apps.

You can even get special access to events and other promos all in one app. If

you’ve seen foodpanda’s very pink billboards along EDSA and other major

highways and national roads, they also offer these unbelievable promo codes.
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It sounds too good to be true at times but they actually work. One of my

favorites was the “Octoberfeast” code which let the user get 20% off on all

orders during the whole month of October. And this love month, discounts are

up to 50% off and delivery is free for the whole February. (Handog 2020)

The expansion of Food Panda across the Philippines is one of their

commitments to serving more Filipinos with fast and reliable delivery service

(Villanueva,2020). A one of the new delivery companies here in the

Philippines and in Koronadal is Maxim Delivery. Maxim is an app to order taxi

or other types of vehicles for your daily needs and also your food at different

local stores near your place. At present, Maxim taxi app offers services like

bike hailing for only P10 flat down rate. The app also indicates ride hailing for

passenger cars to be “coming soon” with a flat down rate of

P39(Abatayo,2020). Here are some reviews of Koronadaleneous on Maxim.

And one of the food delivery services establish in Koronadal City is Dul-ong

Marbel ( Hatid Marbel) This business is now operating for one year and half,

but it just only boom in Quarantine because of the pandemic, they can cater

you cravings and your daily needs and also grocery services no hassle. Their

rate is 60 pesos per Dul ong. According to a survey conducted by ​Rakuten

Insight in the Philippines, 23 percent of the respondents stated ordering food

from food delivery apps once or twice a week as of June 2020

(Sanchez,2020).

Food delivery is an essential need now, especially in this time of

pandemic to stay safe and not to be prone in Covid 19 we order food online

through apps and facebook to satisfy our daily cravings. With more and more
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people remaining inside and practicing social distancing, there has been a

rise in prices for home food delivery. Delivery services are all experiencing

increased demand for their services and have taken measures to protect

buyers and delivery drivers by offering contactless delivery (Dublin,2020).

2.4 Level of Customer Satisfaction

Those who purchase the products or services offered by businesses are

consumers. In another term, to satisfy a need and optimize satisfaction, a customer

is a stakeholder of an organization that receives payment in return for its offer

(AGBOR 2011). Customer satisfaction is a concept used by businesses that match

or exceed their customers' needs with the goods or services provided. Greenwell

defines customer satisfaction as post-purchase, judgment, related to the purchase

decision, and appears to return for the purchase (2002). Also, Oliver argued that as

a psychological behaviour and, in effect, customer satisfaction. Customer

satisfaction has proven to be an increasingly important determinant of a company's

success, and with the cafe industry, this is arguably more so. Studies have been

carried out in which it has been concluded that happy customers are essential to a

company's long-term performance.

Customer satisfaction is regarded as the heart of all marketing activities.

Customers' ability is essential in the service industry because pleased customers

would reward businesses with favourable behaviour. The relation between customer

satisfaction and customer behaviour should be stated, in marketing literature, (return

consumer patronage) has been well established. In Oliver's (1997) research,

customer satisfaction is characterized as the fulfilment user's reaction. It is a decision

that provides a pleasurable level of consumption-related fulfilment for a product or

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service function or the product or service itself. In other words, the overall level of

satisfaction with the experience of a service/product is (Andaleeb & Conway, 2006).

Cumulative customer satisfaction predicts the company's subsequent behaviour and

potential economic success ( Sethu, H. & Saini, B. 2016).

Customer satisfaction is the product of the association between a customer's

assumptions and a customer's emotions. By way of clarification, customer

satisfaction after perceiving the service is recognized as the difference between the

assumed level of service and its engagement or feelings. According to Budhathoki

(2018), Customer satisfaction is a crucial factor that reflects numerous organizations'

business changes. It provides the company management with a healthy view of its

insights into the products/services. Through this aspect, business stakeholders who

knew about the power, vulnerability, risks, and opportunities of their goods and

services in the competitive market served the customers.

Customer satisfaction allows consumers to express their needs to the

vendors directly. Customer satisfaction is very critical because it helps to learn about

the strengths and limitations of the organization. Company owners are only able to

consider their strengths and weaknesses and make the progression. Not only this,

but consumer loyalty also leads to sufficient resources for subsequent strikes or

fulfilment. Also, it helps to convey calmness for both staff and consumers to increase

the quality of goods and services. (Ghimire, 2012). According to their conditions,

preferences, and consumption strategies, consumer expectations, and customer

segmentation behaviours support the business's marketing plan to introduce a new

service model and product. This leads to the company's survival in the problematic

competitive rivals of the industry with qualitative knowledge.

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Companies may collect various types of feedback about their product and

service with the customer satisfaction survey tool. From this point, the stakeholder

gets to know their role given the customer received service/product. Get closer than

ever to your clients, as Steve Jobs thought. "So close that before they realize it

themselves, you tell them what they need well." This demonstrates that customer

satisfaction is crucial for the company. Make the products/services available before

their demand for them. Customer satisfaction has created its own essential and

reliable instrument by passing moments and enabling businesses to offer

services/products according to customer preferences and perceptions. Engaging

with consumers more and more helps to enhance the products/services and

strengthen the market role. (2018 Quotefancy.com)

The perception of the user of online food ordering varies from person to person.

The perception is limited to the availability of proper connectivity and exposure to

online food services. (Gawande, N. Pachaghare, G. & Deshmukh, A. 2019)

2.5 Importance of Customers Satisfaction

Jatav (2018) articulated that good service marketing results in more

customer satisfaction and good customer experiences. This furthermore results in a

good customer relationship. When a customer is satisfied with a business service,

their purchase intention rises. Service marketing is how to satisfy clients or

customers in different ways, good communication, proper service and in a good way

that they will be remembered. Companies should make every service fine and proper
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for different type of customers. Services are intangible, there are some types of

service quality that can be used to determine the behaviour of consumers. Search

quality relates to products and services, it is when a consumer searched for certain

products prior to purchase. It is in their perception to check the quality of a product

through multiple searches. Experience quality allows consumers to experience the

service first before evaluating.

Conducting a customer feedback study is an avenue to recognize and

evaluate one’s strengths and weaknesses that can serve as a benchmark in

understanding the areas that might require intervention in order to better serve the

industry and business scenario of today’s service seekers; in reality, academic

service institutions are never exempted in this situation. With competition, an

improved and more mature product and improved quality of service are anticipated.

In India, India’s fast-food market is rising rapidly with evolving preferences

and agile lifestyles. At the same time, technology is quickly expanding to India’s

deepest pockets, with cheaper data and digital infrastructure upgrades. Aggregators

have allowed these online retailers to better synchronize demand and commodity

supply, leveraging technical advances. In a highly fragmented and competitive

sector, these online retailers face a major challenge: retaining customers and

eventually losing sales and market share. In several reports, Customer Satisfaction

has been dubbed as a background to Customer Loyalty and is a plausible solution in

the face of multiple alternatives and low switching costs to maintain customers. (The

2020 International Management Journal)

The choice of fast food consumers in Dhaka City was explored (Islam and

Ullah,2010) and their study revealed that consumers gave greater importance to
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brand credibility followed by other variables such as accessibility and proximity to

obtain, Similarity of taste to previous experience, food quality and cost, taste and

discount, hygiene and cleanliness, decoration and salesmanship, level of fat and

cholesterol and self-service.

The preference of fast food consumers in Dhaka City was explored (Islam

and Ullah, 2010) and their study showed that customers gave greater importance to

brand reputation followed by other factors such as accessibility and proximity to

receive, taste similarity with previous experience, food quality and cost, taste and

discount, hygiene and cleanliness, salesmanship and decoration, fat and ch For

companies to target this segment to market their products/services in a better way,

an understanding of the consumption behavior of young people could be insightful.

The segmentation of these customers could enable marketers to devise

simpler tactics in an inefficient way to reach various segments. If a commodity like

Fast Food contributes substantially to the market and customer behavior, it would be

important to consider its amalgamation with the technical world from a research point

of view. With its revolution in all markets, the relevance of technology in the modern

world is clear, with modern firms seeking to exploit technology as a means of

strategic advantage. In this context, (Jiang et al., 2013), hypothesized that if the

service will offer access to comfort, the attitude of a customer towards online

shopping would change, which is the opportunity to buy online at any time and

everywhere. They concluded that to reduce the travel burden, users tend to opt for

online services. (Liang and Lim, 2011) stressed the need to use the Internet for food

producers to achieve a comparative edge. They analyzed the online purchasing

activity of specialty food consumers in depth. Owing to the distinctive value they
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offer, specialty foods are purchased at a high price. On the other hand, the prime

focus of a fast-food shopper is a major cost-benefit.

Customer satisfaction was described by Mansaray (2020) as the reaction to

customer fulfillment and judgment of a product or service. His description calculated

pleasure on an increasing scale where greater scores or ratings indicated greater

satisfaction with the said good or service; and for low scores on the pleasure scale,

the converse is true. The field of marketing science and development tends to be

excited by fulfillment because it is the most important element in the choice of the

buyer to make a demand or order. Unhappy consumers are dangerous to the

success of any industry, particularly in the case of a company in dominant

competition or perfect completion. Optimizing customer loyalty is essential to a

business’s survival by “higher future profitability, increased buyer willingness to pay

price premiums, provide referrals, and use more of the product and service of the

company” (Anderson, & Mittal, 2020). Perceived worth is a subjective ranking

assigned to the utility or satisfaction obtained from a product or service or

relationship’s use. In combination with the costs or trade-offs associated with the

perceived benefit, this value moves. Being a psychometric quantity, to ensure an

impartial study of a subjective quantity, the unbiasedness of the user or stated is

presumed at all times. Therefore, it is conceived as an extremely arbitrary and

personal idea. There is ample evidence to demonstrate that compared to those who

have fewer, consumers who get greater value for money are more pleased. This

perceived value is achieved by comparatively low costs and related superior price

efficiency.
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The quality of service, perceived value and customer satisfaction have a

convoluted connection with several layers. The three are linked by latent factors that

may seem trivial in some cases. For instance, under similar circumstances, a brand

may give one person more satisfaction, while another independent individual may

gain no satisfaction at all. Perceived value initiates the partnership, provides it with

reliable service offerings, and guarantees repeated patronage for customer

satisfaction. In addition, there is a statistically significant positive linear association

between service quality and perceived value, so businesses offer services that yield

value, serve customers well and gain their loyalty (Liliander & Mattsson, 2020)

Food ordering on the internet is conceptually distinct from other food ordering

outlets, since the internet facilitates a one-to-one customer service connection

between the vendor and the end user round the clock. In revolutionizing the food

delivery service from phone-based to online ordering, technology has played a

crucial role in meeting the ever evolving demands of customers, making its way to

the top. Today, the food distribution business firm (Rajalakshmy 2020)

Saini (2016) states that Online Food Ordering is the degree of

consumer-seller contact, and an immense number of individuals are gravitating

toward the more extensive use of the Internet as technological connectivity,

information accessibility, and the ability to communicate and develop across the

Internet. As their dependency on technology has moved them to do everything on

the internet, including having cooked meals served at their doorstep, the Internet has

led to improvements in customer choice. Convenience is the biggest determinant for

buyers, as the measures are taken to position order are as easy as just a few taps

on mobile devices such as smartphones, tablets, or laptops. Based on technology

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and comfort, a new and young customer may be classified as ‘lazy’. In addition,

because they have no decisions for where and what to eat, the time taken for the

food to be processed serves as a valid excuse for customers.

A website developed specifically for use in the food distribution industry is the

online food order system. This scheme would allow hotels and restaurants, by

reducing the labor costs involved, to expand the scale of operation. The framework

also makes it easy to quickly and efficiently navigate an online menu that customers

can search and use with only a few clicks to position orders. Employees of

restaurants then use these instructions for effective delivery with an easy to navigate

graphical interference. The aim of this project was to develop a client-server

framework for food ordering. This application provides the consumer with a view of

current food details on the website and the Android application (category, name,

picture price, definition, etc.). From these two platforms, the client will order food.

This program includes a set of operations for the restaurant administrator to add,

edit, remove and query food, food order, and personnel details.

In revolutionizing the food delivery service, technology played a key role,

leading to shifts in customer habits as their reliance on technology encouraged them

to do everything online, including delivering cooked meals to their doorstep.

Convenience is the primary consideration for buyers, as it is as easy as a few taps

on any mobile device to place an order. Technological dependence, comfort and less

time (Jyotishman 2017)

Efficient systems can help increase a restaurant’s efficiency and profitability. It

is believed that the use of the online food delivery system will contribute to the

growth of the restaurant industry from time to time and will help restaurants facilitate
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large online businesses. The use of a smart device-based app for customers to view,

order and navigate has allowed restaurants to manage customer orders immediately,

according to Varsha Chavan, et al (2015). Wireless networking and smartphone

technology capabilities in the fulfillment and enhancement of business management

and service delivery. Their research notes that this method, which is expected to

improve the overall restaurant industry in coming days, is convenient, reliable and

easy to use. According to Hong Lan, et al, (2016), the market for online food delivery

is still immature; there are some clear issues that can be seen from negative

feedback from customers. We may not necessarily rely on the self-discipline of

online food delivery restaurants or the monitoring and management of online food

delivery platforms to solve these problems. TheseThese problems can be solved and

a successful online take-away environment can be generated only by taking laws as

the criteria, with the combined efforts of the online food delivery platforms and

restaurants, the government departments concerned, customers and all parties in

society.

CHAPTER III

METHODOLOGY

In our study entitled Level of Customer Satisfaction on Different Food Delivery

Services, this chapter presents the research design, research locale, research

instruments, research method, research respondents and data analysis.

Research design

The researchers will use the survey analysis approach involving a set of

questions for the interview to gather the necessary data for the study in order to

achieve the purpose of the study. The study will decide the level of satisfaction of
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customers with food delivery services in Koronadal City. The set of questions that

the researchers presented for the interview would therefore be ideal for the analysis.

Research Locale

The study will be conducted at Brgy General Paulino Santos Bagong Sikat

Koronadal City, because they have the most dense population and they are located

at the center of the city. They have a big population of working individuals who have

a good buying power.

Research Participants

The locale of the study would be at Bagong Sikat City of Koronadal who ordered

on different food delivery services in Koronadal city which are FoodPanda, Maxim

and Dul- ong Marbel.

Sampling Technique

A simple random sample is a randomly selected subset of a population. Each

member of the population has exactly the same likelihood of being selected for this

method of sampling. To ensure a reasonably equal representation of variables in the

analysis, this technique was used.

Data gathering instrument

A questionnaire consisting of standardized questions was used by the

researchers to interpret the level of customer satisfaction with various food delivery

services. The researchers get information about the satisfaction of customers

through this approach, which is considered to be one of the most important factors in

business.
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Data gathering procedure

Upon the approval of the study by the panel, the researchers personally

visited the school and asked permission through a letter through the program

director of ABM department for the conduct of the study. Upon the approval of the

program director of ABM department, the researchers conducted a study to the

respondents. The questionnaires personally distributed to the respondents and

retrieved after the given time. The data gathered was tabulated, interpreted and

analyzed

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