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Customers Experience of Modern Food Delivery: A Phenomenology

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A Research Paper Presented to the Research Committee of

SANTO TOMAS COLLEGE OF AGRICULTURE, SCIENCES AND TECHNOLOGY

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In Partial Fulfillment of the Requirements for the Practical Research 1

(Qualitative Research)

BY

ANCOT, CARENGRACE P.

FLORES,ALVY JAYNE S.

MAGNO,GABRIELA C.

COMELING, JELAICAH MAE B.

Bachelor of Technical Vocational Teacher Education (BTVTED) Major in Food Services

Management (2021-2022)

Chapter 1
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INTRODUCTION

Rationale

The rapid technological advancements have a significant impact on business, transforming

old product manufacturing and service delivery methods. Restaurants are adapting their business

strategies in response to the changes and challenges posed by the coronavirus pandemic and

satisfying the demands of this circumstance. The restaurant industry, which has many complicated

activities, also uses innovative technology that enables comprehensive solutions. Both service

providers and users benefit from the availability and accessibility of developing platforms in the

services they provide. There is a considerable risk of disruption in the push to realize the benefits of

technology in this competitive market, particularly in the restaurant industry, which has a history of

rejecting or adapting to change. New food distribution covers a broad scope of sustainable and

cutting-edge methods and concepts. From the high-tech production of autonomous vehicles for on-

demand service to the highly successful marketing that stimulates client interest, the direct-to-

consumer strategy incorporates technology, mobile applications, and ecologically sustainable

practices (Gavilan et al., 2021; Khan, 2020).

The factors influencing customer intention to use online food delivery services before and

during the COVID-19 pandemic in the United States of America were investigated by Hong et al.

(2021). According to the Restaurant Law Center, most US states and municipal ordinances issued

stay-at-home or shelter-in-place orders, forcing foodservice enterprises to close or be restricted

(2020). Official orders have harmed the restaurant industry, resulting in employment losses and

lower revenues than other sectors. As restaurants struggle to stay afloat, online food delivery (OFD)

services have risen in popularity, bringing meals and beverages to consumers' homes. OFD

services are web-based food ordering and delivery systems that connect customers with partner

restaurants through their websites or mobile apps. Even though the OFD market had developed

significantly before the pandemic, more customers used OFD services during the COVID-19

epidemic (Hong et al., 2021)

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In their study, Bare, Castro, and Dahilig (2021) compared three food delivery apps in the

Philippines (GrabFood, FoodPanda, and Pick. A. Roo). What mentioned there that technology has

advanced to the point that humans can utilize meal delivery apps like Grabfood, Foodpanda, and

Pick.A.Roo to stay at home and avoid the extra mile of commuting to their favorite restaurant. These

are three well-known online food delivery (OFD) applications based in the Philippines, with others

renowned worldwide. They provide a variety of cuisines from local restaurants and foreign

restaurants in your neighborhood. Filipinos are obliged to stay at home because the Philippines is

still under quarantine, and they cannot leave their houses and eat their meals outside. Filipinos

select the most advanced application that meets their needs and desires based on the market.

When things go wrong, they tend to switch to a different program that is more satisfying and has

fewer faults (Bare, Castro, Dahilig, 2021).

Prior to the conduct of study, the researchers have not come across any local studies

pertaining to the conventional and modern food delivery services.

There are many studies published using food delivery services as their variable, but none of

these studies focuses on phenomenological aspects of modern food delivery services.

The importance of food delivery services during the pandemic is a crucial topic to explore and

research. Businesses have also had difficulty dealing with the epidemic, which has forced them to

come up with novel ways to serve the public while keeping both their customers and employees

safe. Using delivery services is a practical approach to achieving these objectives. Courier delivery

services are top-rated, and they provide businesses with cost-effective means to transfer goods

both nationally and internationally. There is no doubting the importance of quick delivery in our

increasingly connected society, particularly with the rise of e-commerce. The researchers want to

know how they adjust to changes in carrying out and delivery procedures to keep their businesses

running, what methods or approaches they employ to improve their food delivery services, and their

impact.

Purpose of the Study

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The purpose of this phenomenological study is to discover the customer experiences at

Santo Tomas, Davao del Norte. At this stage in the research, the customer experiences will be

generally defined as the customer’s direct and indirect experience of the service process, the

organization, the facilities and how the customer interacts with the service firm’s representatives and

other customers.

Research Questions

1. What are the customer’s experiences on the modern food delivery services in Santo

Tomas, Davao Del Norte?

2. How will the customers of Santo Tomas, Davao Del Norte, cope with the modern food

delivery services?

3. What are the customers’ insights on the domination of modern food delivery services in

the market?

Theoretical Lens

This study was founded on the theory of value co-creation proposed by Buhalis et al. (2019)

is a business approach that emphasizes customer interaction and experience. Co-creation permits

and encourages customers to have a more active role in creating a valuable experience. The

Theory of Planned Behavior by Kim, J., Kim, I., and Hwang (2021) is to foresee a person's desire to

engage in a given conduct at a specific time and location. The Unified Theory of Acceptance and

Use of Technology (UTAUT) by Al Amin et al. (2021) is the degree to which a person intends to use

a system and, if one is available, integrates it into his or her driving.

The following is the relationship between the three theories: The theory of value co-creation

provides a useful framework for evaluating their influence. The concept of a service experience is

built on a customer's perspective in a social situation, where value co-creation must involve

customers in a unique and phenomenologically determined manner. Customers' buying intentions

for OFD platforms were determined using the Theory of Planned Behavior. In the current study, the
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Unified Theory of Acceptance and Use of Technology (UTAUT) was employed and applied to

answer the user's attitudes regarding embracing modern four delivery services.

The resource integration archetypes of service innovation, service experience and service

systems, have emerged in recent years as a result of modernization. In the hospitality industry, this

multi-attribute paradigm has long dominated attempts to explain client behavior/intentions.

Customers' decisions to use mobile food delivery services were also influenced by societal

pressure, quality control, delivery experience, and customer experience.

Significance of the Study

The administration is the nucleus of the effective organization basically for the school. It is

essential to gain insight about conventional and modern food delivery services for the following

reasons.

To the Students, the study would help the college students learn about conventional and

modern food delivery services.

To the Parents, the study will serve as a basis for the parents to expand their ideas and help

them to understand.

To the Researchers, this study will provide the teachers additional knowledge on what

strategy to use to educate the students about the two dimensions of food delivery services towards

the students' academic performance.

Furthermore, this study will benefit the following mentioned above and the other factors that

can affect each component of beneficiaries, which could be internal or external.

Scope and Delimitation of the Study

This research is focused on the experiences of consumers who use modern food delivery

services during COVID-19 pandemic. The researchers selected Santo Tomas, Davao Del Norte as

their research location because it is the most accessible to them. The sample scope comprises
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people of all ages and genders who have previously ordered meals using modern food delivery

services for at least (3) three months.

As this is a qualitative study, the limitation is related to its validity and reliability. As a result,

proper ethics were followed throughout the study's conduct. To safeguard the respondents'

identities, pseudonyms or nicknames were used instead of their real names. In order to register their

participation in the study, the researchers additionally secured parental consent from respondents

under the age of 18. The respondents are fully aware of the study's substance, and the researchers

only asked questions that were pertinent to the study, not those that may infringe on the

respondents' privacy.

The data was obtained from the respondents' responses through an interview, and the

responses were voice recorded for verification and to guarantee there was no manipulation in the

replies. When the respondents opted to withdraw for personal reasons, the researchers honored his

or her choice.

Furthermore, the researcher only included (number of participants) individuals, and it is not

safe to assume that the numbers reflect the whole population. Since this research only included

individuals from a single city, the findings may not be applicable to other locations – not

generalizable.

Organization of the Study

In this section of our research paper, appropriate and comprehensive arrangements of the

study are presented.

Chapter 1. Presents the exploration and understanding of the study. The research questions

are posted, and significant terms used are operationally and technically defined. In this section, the

study's limitations are outlined.

Chapter 2. Reflects the review of related literatures, readings, studies, and concepts of some

researchers and concerned individuals that are similar to the present study. The focus of the review
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is about blended learning. We will obtain the related literature used in our study through internet

articles, and other publications.

Chapter 3. Describes the application or use of qualitative research methodology, articulates

the research design, the role of the researcher, the research participants, data collection, data

analysis, trustworthiness, and ethical considerations.

Chapter 4. Reveals the study's results, which will be divided into four sections: participant

data, data analysis steps and procedures, interview responses, and a synopsis of the responses.

Chapter 5. Completes the report by discussing the major themes extracted from the results

coming from the participants’ ideas with supporting statements coming from the various authors. It is

in this chapter that conclusions of the study, as well as its implications will be cited.

Definition of Terms

For the reader to have a better understanding of the terminologies used in the study, the

following terms are defined conceptually and operationally.

Customer Experiences- is the total of a customer's interactions with an organization during

their relationship with that firm or brand. In this study customer experiences refers to the internal and

subjective response any direct or indirect contact with food delivery services. 

Modern Food Delivery- means contemporary or in the now. In this study it refers to

ordering is a process of ordering food from a local restaurant or food cooperative through a web

page or app.

Chapter 2

Review of Related Literatures

This chapter provides a strong frame of reference for the variables under evaluation by

presenting theories, concepts, facts, information, viewpoints, and readings relating to Modern Food

Delivery Services.

Customer Satisfaction for Food Delivery Services is defined as a measurement that

determines how happy customers are with a company's products, services, and capabilities.
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When it comes to online food delivery, many factors such as food availability, customer

ratings, payment mechanisms, and human interaction all have a huge impact on the consumer

experience and satisfaction. According to Nicolaides (2008) and Andaleeb & Conway (2006),

service providers must focus on service quality, and the ultimate goal of food delivery services

should be maximum customer satisfaction rather than profit. According to study, tangibility elements

such as service, meal quality, and price have a significant impact on consumer happiness.

According to Lee et al. (2019), habit is the most influential factor on continuous use intention,

followed by performance expectations and social influence (Banarjee, Jain & Nayyar, 2019).

Lee et al. (2019) discovered in their study that the habit inspires the most indefinite usage

intention, followed by performance likelihood and social impact. Data also shows the importance of

information quality, performance expectations, customer patterns, and social effect as elements in

persuading customers to use meal delivery apps on a regular basis. In their research, Suhartanto et

al. (2019) agree that the continuous influence of food quality on online customer loyalty is customer

loyalty, but not online service quality. It also demonstrates the fractional negotiating role of customer

satisfaction and perceived value in the relationship between food quality and online service quality,

which is crucial for the delivery of online food services (Nayan & Hassan, 2020).

Service quality was described by Gronroos (1988) as "the result of an evaluation procedure in

which consumers compare their expectations with the service they perceive to have got," and by

Zeithaml (1988) as "the customer's judgement about the overall excellence or superiority of a

service product. Kim (2021) stated that "it's simply the level of quality of products and services

provided to customers, as well as their level of service satisfaction" and also "the result of a

comparison between consumers' perceptions of perceived and expected services, as well as the

functional relationships among variables such as technical quality, functional quality, and image".

(Uzir et al., 2021).

Moreover, in a competitive corporate environment, gaining a competitive advantage might

lead to long-term viability. According to Hübner et al. (2016), customer service is widely employed to

obtain a competitive advantage in retail service sector efforts. The home delivery component of an
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online ordering business is crucial to the overall pleasure of the customer. However, delivery

persons who bring ordered items to customers' houses frequently face a range of challenges, such

as client unavailability, wrong customer addresses, long wait times, and so on. Customer

satisfaction is inversely related to service quality (Rigopoulou et al., 2008; Uzir et al., 2020).

Payment and Food Delivery Services the phrase "website design" refers to all of the factors

that influence a user's online experience (navigation, search for information, order processing, and

product selection).

Client service refers to the company's rapid response to any customer requirement, such as

platform difficulties or enquiries. Finally, security/privacy relates to the security of credit card

payments as well as the privacy of information that clients share with the company. Furthermore,

fulfillment/reliability is one of the top determinants of quality and customer contentment (Ribeiro,

2019).

Several payment mechanisms for e-commerce have been introduced. Credit/debit cards,

prepaid cards, and mobile wallets are examples of e-payment solutions. Developed countries have

previously implemented such e-payment methods, while in developing countries such as Pakistan, a

significant share of e-customers pays through cash on delivery (COD) (Hira, 2017). During the

epidemic, the use of e-Wallets and digital payments increased. Digital payment or credit card

payment is promoted in developing nations to limit contact with delivery partners (Nguyen & Vu,

2020). OFDs can offer attractive cashback or reward points for digital payments, encouraging users

to utilize e-Wallets and digital payments and increasing the perceived benefits of OFD usage

(Ribeiro, 2019).

According to Chavan et al., (2015), a digital restaurant takes customer orders via smart

phones. PDA interfaces were replaced with smart phones to give a user interface for customers to

peruse menus and track their orders. Customers may examine the menu, place orders, track their

orders, receive real-time updates, and make online payments and collect receipts from their

smartphones, boosting customer convenience. According to Bhargave et al. (2013), an ordering

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system will not only ease customer operations and attract them, but it will also boost efficiency in

restaurant operations such as processing orders, billing, and maintaining it (Ghosh & Saha, 2018).

Technology and Food Delivery Services refers to restaurants can manage seats, waitlists,

customer loyalty, and dining preferences, as well as collect crucial client data for contact tracing and

market insights, employing technology-enabled reservation systems.

Technology has played an important role in changing the food delivery industry; it has

contributed to changes in consumer tastes because their reliance on technology has driven people

to do everything online, including having cooked meals delivered to their door. Convenience is the

most important feature for consumers, as placing a purchase is as simple as a few clicks on any

mobile device. The popularity of online meal ordering and delivery services is gradually increasing,

as are consumer expectations (Das, 2018).

Food marketing and distribution methods in the restaurant business are shifting from

traditional purchase methods to online food delivery systems, with many alternative systems offered

by business owners such as online shopping, phone-based ordering, home delivery, pick-up, and

drive-through services.

Human behaviors and tastes have evolved over time as they have been greatly influenced by

global technologies and information. The internet has also had a continual impact on business and

economics, as virtual organizations and e-commerce are now widely available, ranging from

clothing, books, and even food. The internet is becoming more widely used and integrated in

practically all business sectors around the world, where it can serve as a medium for conducting

business as an alternative to traditional commercial practices. All of these advancements are

designed to provide consumers with the benefits that come with them, notably convenience and

time savings. The internet is incredibly beneficial for the food company because it has made online

meal ordering services available for the food industry, which benefits both the business owners and

their clients (See-Kwong et al., 2017).

Mobile ordering apps are being downloaded at breakneck speed by consumers all over the

world. For example, when Chick-fil-A, one of the major American fast food restaurant chains,
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developed its first official app, it quickly rose to top place in the app store. According to Mayordomo-

Martnez et al. (2019), these apps are popular for four primary reasons. For starters, customers have

the impression that no one is waiting in line or being placed on hold. Customers can also pick up

food on the go. Third, clients get access to the entire menu, including products they may not have

known existed. Finally, most restaurants give out loyalty incentive points to their customers. Most of

the time, these points are straightforward to manage directly through applications and can result in

significant savings if the consumer orders regularly (Liu & Lin, 2020).

Consumer Convenience and Food Delivery Services means they are much safer and

convenient for your customer, since they can place an order anytime, anywhere.

According to Kim et al. (2011), as a result of economic development and women's economic

activities, the demand for quick and easy delivery food is increasing, as is the frequency of dining

out. As the smartphone penetration rate increased and apps with various functions became

available, delivery apps that allow meal ordering via cellphones also became available.

Furthermore, delivery apps, according to Chatterje (2001), are software that allows users to rapidly

discover eateries near them using the location information on their smartphone. According to Ko

(2016), the benefits of delivery apps include the ability for users to acquire information on

deliverable meals in their desired area, as well as the ease of ordering and paying after the app is

installed on their mobile device (Song & Jeon, 2017).

Customers of meal delivery services can use apps to search for and compare pricing on a

wide range of products. Customers may benefit from purchasing food using mobile applications in a

variety of ways, including convenience, time savings, a range of purchase options, seller offers,

avoiding lengthy distances, door delivery, and guaranteed quality. The majority of people who use

digital food delivery apps are young, according to Ayush et al. (2019). Customers are increasingly

turning to delivery apps to place meal orders. Customers also choose to make online payments

using digital wallets and UPI networks. The offers given by delivery apps are one of the aspects that

impact customers.
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According to Parashar and Ghadiyali (2017), as cities become more crowded, food delivery

services and restaurants thrive in order to enhance sales and clientele. As the use of smartphones

and mobile applications develops, there are opportunities for food delivery apps in the business. In

today's market, social media and other payment options can help service providers attract more

customers/ Because of changing lifestyles and dietary habits, as well as hectic job schedules and an

increase in disposable income. The simplicity of ordering online, combined with the appealing

service provided by meal delivery service providers, has resulted in a constant expansion in the user

base. On the other side, the enormous demand for food delivery services confirms the detrimental

environmental impact that climate experts warn about. Emerging economies appear to be on a path

where service production and consumption will outpace manufacturing, potentially matching or

exceeding environmental impact (Reddy & Aradhya, 2020; Matthew et al., 2021).

Using food-delivery aggregators, diners can compare menus, read comments, write ratings,

and place orders from a variety of restaurants with a single click. Some of India's most popular

online food-delivery aggregator (OFA) apps include Swiggy, Zomato, Food Panda, and Tiny Owl.

For online meal ordering, websites have given place to smartphone apps. It is well recognized in e-

commerce that web atmospherics provide indicators that elicit cognitive and emotive states in

consumers' brains. Mobile applications on smartphone devices have transformed customer

experiences by serving one-to-one or one-to-many customers inexpensively and effectively,

providing a range of culinary options, and lowering diners' wait time. Restaurant owners can use

these apps to cut operational costs, instantly promote awareness, and offer incentives (Verma,

2020)
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Chapter 3

Methodology

This chapter presented the research design, role of the researchers, research participants,

data collection, data analysis and trustworthiness that includes the four criteria: credibility,

confirmability, dependability, and transferability. All individuals that were concern with this study was

also included as well as the process of ethical considerations.

Research Design

Qualitative study is an activity located in a world where the observer is located. It contains a

set of explanations, tools the world's visible practices. Such practices are transforming the world.

They make the world a whole set of representations, along with Interviews, conversations,

photographs, recordings, and memos. Qualitative research at this level, the world is viewed through
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an interpretive, naturalistic lens. Meaning that they study occurrences in their natural environment

and try to understand them in terms of their meanings.

In this research, we used phenomenology design to explore the perspective of students and

teachers experienced of an alternative learning approach in the midst of a pandemic known as

blended learning. Research on phenomenology allowed exploring sensory and experiences

perceptions which are different from the analysis of abstract perceptions and the understanding

formation based on these beliefs and perspectives. Our research strategy builds on the experiences

and sensory perceptions of other people. On the other hand, phenomenology design explained the

sense of a term or phenomenon for many individuals of their lived experience. It focuses on

explaining a phenomenon shared by all participants.

Role of the Researchers

Below is a description of the research process when using qualitative method.

Interviewer- The interviewer is a survey staff member who contacts the people from whom

the study wants data (participants) to explain the study, urge them to participate, and secure a

completed interview.

Transcriber- The role of the transcriber is to convert the recorded conversation into a

standard written format. Transcription of recorded discussion is done to aid analysis. The

researcher's analytic perspective influences the choice of one system over another or of a level of

detail within a system.

Translator- The role of the translator is to take the transcriber's information and translate the

participants' thoughts, ideas, and feelings.

Encoder- The role of the encoder is to record the participants' ideas, thoughts, and responses

while gathering data.

Research Participants

The participants of this research are the customers who often use food delivery services

residing in Santo Tomas, Davao Del Norte. There are fourteen participants in phenomenological
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study. Seven participants in the In-depth Interview (IDI) and seven participants in Focus Group

Discussion (FGD) in this study, four male and 3 female were enough to conduct qualitative research.

The participants of the study are fourteen customers who often use food delivery services

that are ages 18-40 years old. The fourteen participants of the study will represent the customer

experience on modern food delivery services

Data Collection

An interview is a common qualitative research approach in which the researcher gets data

from participants directly. Interviews are useful in eliciting opinions, experiences, values, and other

features of the population under study, and are frequently used in conjunction with other research

methodologies such as surveys, focus groups, and so on. Interviews are always focused on

achieving a specific purpose (Showkat & Parveen, 2017).

An interview can be conducted in a variety of settings, including school, college, market,

home, and others, to obtain the needed information from a participant. Aside from that, with the

advancement of technology, the variety of methods by which an interview can be done has

increased. Unlike in the past, an interview is no longer a requirement for a meeting. It can be

conducted without a physical presence through the phone, Skype, or email, as well as through

several other forms of the internet and telephone. There are various kinds of interviews. A formal or

casual interview can be conducted. The method of the interview will be determined by the research

questions. A business interview, a job interview, a TV interview, an in-depth study interview, and so

on are all possibilities (Showkat & Parveen, 2017).

Structure of Interview

The aims or objectives of an interview determine the framework of the interview once again.

Interviews can be divided into three groups based on the methods used to gather information:

structured, semi-structured, and unstructured (non-directive).

The interview becomes organized if the interviewer follows a list of predefined questions. Similarly, if

the interviewer gets a list of categories or subjects rather than questions, the interview becomes

semi-structured. In this style of interview, there is no set order to follow. The questions are directed
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toward a specific topic, and as the dialogue progresses, other questions emerge (Showkat &

Parveen, 2017).

Unstructured interviews, on the other hand, are more like to a regular chat. There is no set of

questions that must be answered. They're known as ethnographic or open-ended interviews. A

structured interview may devolve into a semi-structured or unstructured interview if the interviewer

does not stick to the list of questions prepared for the interview (Showkat & Parveen, 2017).

Duration of Interview

An interview can last anywhere from 30 minutes to many hours. There are interviews with a

short duration and interviews with a long duration. A brief interview could turn into a long interview,

or the other way around (Showkat & Parveen, 2017). The question here is whether an interview has

a set duration. No, that is not the case. A conversation might last anything from a few seconds to

several hours. A news byte is typically a few seconds long, and in longitudinal studies, interviews

with the same subject are conducted across several months or years. As a result, an interview does

not have a set duration (Showkat & Parveen, 2017).

Focus group discussions (FGD) are occasionally confused with interviews, particularly semi-

structured "one-to-one" and "group interviews," because both techniques aim to discover people's

perceptions and values. As a result, there have been instances where authors have mixed up and

muddled these two separate concepts. Existing information on the role of the researcher and the

relationship with the participants, on the other hand, indicates that the two methodologies are

fundamentally different. Interviews are one-on-one, qualitative, in-depth conversations in which the

researcher takes on the role of investigator (Nyumba et al. 2018)

This suggests that the researcher asks questions, manages the dynamics of the discussion,

or converses with a single person at a time. In a focus group discussion, however, researchers take

on the role of "facilitator" or "moderator," facilitating or moderating a group conversation between

participants rather than between the researcher and the participants. In contrast to interviews, the
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researcher in a focus group discussion takes a supporting position rather than taking center stage

(Nyumba et al. 2018).

Data Analysis

This methodology evaluation focuses on thematic analysis (TA), a data analysis procedure

that is commonly utilized across all qualitative designs. TA is frequently employed in research

projects and then classified as qualitative research without providing the relevant details about how

the analysis reduced the data into manageable themes and the conclusions that emerged. "A

knowledge of the requirements of rigorous qualitative research and familiarity with qualitative

methodologies has not kept pace with the expanding prevalence of qualitative methods," according

to Castleberry & Nolen (2018).

"Identifying, evaluating, and reporting patterns (themes) inside data" is what TA is all about.

It's characterized as a descriptive strategy for flexibly reducing data that it can combine with other

data analysis techniques. It is widely employed due to the extensive range of research issues and

topics that may be addressed with this data analysis method. TA of open-ended responses from

surveys or transcribed interviews can explore the context of teaching and learning at a level of depth

that quantitative analysis cannot, while also allowing flexibility and interpretation when analyzing the

data. However, it must be done with special care and attention to method transparency to ensure

confidence in the findings (Castleberry & Nolen, 2018).

Trustworthiness

         The criteria outlined are accepted by many qualitative researchers and will focus on this

column. These criteria include credibility, dependability, confirmability, and transferability (Connelly,

2016).

Credibility of the study, or the confidence in the truth of the study and therefore the findings,

is the most important criterion. The question a reader might ask is, “Was the study conducted using

standard procedures typically used in the indicated a qualitative approach, or was an adequate

justification provided for variations?” Thus, a grounded theory study should be conducted like other

grounded theory studies. Techniques used to establish credibility include prolonged engagement
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with participants, persistent observation if appropriate to the study, peer-debriefing, member-

checking, and reflective journaling. Evidence also should be presented of iterative questioning of the

data, returning to examine it several times. Negative case analysis or alternate explanations should

be explored as well (Connelly, 2016).

Dependability refers to the stability of the data over time and the conditions of the study

(Polit & Beck, 2014). It is similar to reliability in quantitative research but understanding the stability

of requirements depends on the nature of the study. A study of a phenomenon experienced by a

patient may be very similar from time to time. Procedures for dependability include maintaining an

audit trail of process logs and peer-debriefings with a colleague. Process logs are researcher notes

of all activities that happen during the study and decisions about aspects of the study, such as

whom to interview and what to observe (Connelly, 2016).

Confirmability is the neutrality, or the degree findings are consistent and could be repeated.

This is analogous to objectivity in quantitative research (Polit & Beck, 2014). Methods include

maintaining an audit trail of analysis and methodological memos of a log. Qualitative researchers

keep detailed notes of all their decisions and research as it progresses. In some studies, a

colleague reviews these notes; in other studies, they may be discussed in peer-debriefing sessions

with a respected qualitative researcher. These discussions prevent biases from only one person’s

perspective on the research. In addition, depending on the study, the researcher may conduct

member-checking with study participants or similar individuals (Connelly, 2016).

Transferability is how findings are helpful to persons in other settings is different from other

aspects of research. Readers determine how applicable the results are to their situations (Connelly,

2016).

Ethical Considerations

Participants voluntarily participate in the study and have the opportunity to withdraw or

discontinue at any time during the procedure in order to maintain research ethics.

Before the researcher begins the interview, we will provide the participant written consent

outlining their role in the study. They are also made fully aware of the importance of their
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participation and the research's repercussions. The researchers will keep any information gathered

in this study confidential. Any identifiable data gathered in conjunction with the study will be kept

private to protect the rights and welfare of the participants.

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