The Effect of Food Delivery Service Quality on Customer Satisfaction, Perceived Emotion, and Intention to Reuse

2018 ◽  
Vol 21 (4) ◽  
pp. 5-13 ◽  
Author(s):  
박수홍 ◽  
선일석
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Food Delivery ◽  
Delivery Service ◽  
Effect Of Food ◽  
Perceived Emotion

Customer Satisfaction towards Mobile Food Delivery Apps during Covid-19 Pandemic

2021 ◽  
Vol 12 (1) ◽  
pp. 58-58
Author(s):  
Goh Mei Ling ◽  
Ho Sew Tiep ◽  
Ng Zhu Er
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Daily Life ◽  
Movement Control ◽  
Food Delivery ◽  
Control Measures ◽  
Consumption Pattern ◽  
Website Quality ◽  
Delivery Service ◽  
Delivery Services

In this era of technology, the development and explosion of the internet has created the online business platform for the services and products. One of the areas is the food delivery services. With development of mobile applications for food delivery, it has eased the process of delivering the ordered food, and at the same time create convenience to the beverage industry (Wang et al., 2019). The outbreak of COVID-19 pandemic in early last year has impacted everyone's daily life and resulted in pandemic control measures such as Movement Control Order (MCO) by the Malaysian government around the country. This change has required Malaysian to engage with new norms such as wearing masks, physical distancing and hand hygiene in their daily life. The pandemic has also sparked a new consumption pattern in society. Many people have opted for food delivery services and thus inflated the demand of food delivery service in Malaysia. Hence, understanding customer satisfaction towards the mobile food delivery apps is essential. There are several studies on the customer satisfaction towards online food delivery service during the COVID-19 pandemic (Prasetyo et al., 2021; Rahim & Yunus, 2021). Pasetyo et al. (2021) investigated the customer satisfaction and loyalty from the extended Theory of Planned Behaviour perspective. Meanwhile Rahim and Yunus (2021) examined the relationship between service quality, food quality and price of e-hailing food delivery service. However, these studies did not examine the effect of convenience and website quality on consumers satisfaction toward the mobile food delivery apps. Based on these, this study aims to examine the influence of the factors, namely service quality, convenience, price and website quality on customer satisfaction towards the mobile food delivery apps during the COVID-19 pandemic in Malaysia. Keywords: Customer Satisfaction, Mobile Food Delivery Apps, COVID-19 Pandemic

scholarly journals Conceptualization of factors affecting customer satisfaction on online food delivery among young executives in Sri Lanka

2021 ◽  
Author(s):  
Amal Wijenayaka
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Delivery System ◽  
Service Providers ◽  
Emerging Market ◽  
Food Delivery ◽  
Mobile Service ◽  
Online Service ◽  
True Nature ◽  
New Business

As a new food delivery system has emerged to capture a larger share of the industry's sales, the online food delivery sector has risen. This new business delivery system has gained widespread acceptance, particularly among young, active, and hardworking individuals. Furthermore, this business has become more competitive due to the increasing number of new business entries and the expectations of users as a result of the anxiety associated with online ordering and the convenience of ordering at any time. In order to succeed in this emerging market, Customers require online service providers to understand the true nature and requirements of their customers and all essential points of the online service industry. This study aims to gather the information that will assist online food service providers to understand the requirements and characteristics of this new service delivery system, which is currently under development. The purpose of this study is to examine the relationships between customers' perceived service quality for online food delivery and its effect on customer satisfaction by adopting a questionnaire from the Mobile Service Quality Study (M-S-QUAL).

scholarly journals ANALISIS PENGARUH KUALITAS MAKANAN DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN DAN DAMPAKNYA PADA BEHAVIORAL INTENTION RESTORAN TOP YAMMIE

2020 ◽  
Vol 8 (2) ◽  
pp. 18-48
Author(s):  
Priska Liliani
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Food Quality ◽  
Behavioral Intention ◽  
Quantitative Research ◽  
Total Sample ◽  
Quality Service ◽  
Analysis Method ◽  
Effect Of Food

The purpose of this research is to analyze the effect of food quality, service quality on customer satisfaction and its impact on Top Yammie's restaurant behavioral intention. The analytical method used by the authors in conducting this research is to use quantitative research with a total sample of 100 people who are respondents who are people who eat at Top Yammie restaurants. In carrying out the data collection is done by distributing questionnaires in which there are several items of statement. in this study the variables are divided into several parts including food quality (X1), service quality (X2) to customer satisfaction (Y), and behavioral intention (Z). To measure the amount of influence on these variables, the authors use the path analysis method (path analysis). From the results of the analysis it was found that there was a significant influence both partially and simultaneously on food quality variables, service quality on customer satisfaction and its impact on Top Yammie's restaurant behavioral intentions

scholarly journals Factors Affecting Customer Satisfaction & Loyalty in Online Food Delivery Service during COVID-19 Pandemic: Its Relation with Open Innovation

2021 ◽  
Author(s):  
Yogi Tri Prasetyo ◽  
Hans Tanto ◽  
Martinus Mariyanto ◽  
Christopher Hanjaya ◽  
Michael Nayat Young ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Food Delivery ◽  
Ease Of Use ◽  
Equation Modeling ◽  
Perceived Ease Of Use ◽  
New Normal ◽  
Delivery Service ◽  
Factors Influencing ◽  
Customer Satisfaction And Loyalty

Online food delivery service (OFDS) has been widely utilized during the new normal of COVID-19 pandemic especially in a developing country such as Indonesia. The purpose of this study was to determine factors influencing customer satisfaction & loyalty in OFDS during the new normal of COVID-19 pandemic in Indonesia by utilizing an extended Theory of Planned Behavior (TPB) approach. 253 respondents voluntarily participated and answered 65 questions. Structural equation modeling (SEM) indicated that Hedonic Motivation (HM) was found to have the highest effect on customer satisfaction, followed by Price (P), Information Quality (IQ), and Promotion (PRO). Interestingly, this study found out that usability factors such as Navigational Design (ND) and Perceived Ease of Use (PEOU) were not significant to customer satisfaction and loyalty in OFDS during the new normal of COVID-19. This study can be the theoretical foundation that could be very beneficial for OFDS investors, IT engineers, and even academicians. Finally, this study can be applied and extended to determine factors influencing customer satisfaction and loyalty in OFDS during the new normal of COVID-19 in other countries.

scholarly journals The Performance of Foodpanda During The Pandemic: A Study of Consumers' Perspective

2021 ◽  
Vol 4 (3) ◽  
pp. 36-48
Author(s):  
Azimah Shazeeda Suleiman ◽  
Daisy Mui Hung Kee ◽  
Asraaf Mohmed Azmi ◽  
Da Wei Chan ◽  
Jhing Hoong Aw ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Food Delivery ◽  
Delivery Service ◽  
Survey Results ◽  
Customer Satisfaction And Loyalty

Foodpanda is a food delivery service widely known among Malaysians for ordering food and groceries. Due to the pandemic outbreak, the usage of Foodpanda apps has rapidly increased. The objective of the study is to identify the performance of Foodpanda during the pandemic and if Foodpanda is the favorite food delivery service. A total of 150 Foodpanda customers participated in the survey. Results indicated that Foodpanda is ranked as the most favorite food delivery service in Malaysia. The results also indicated that customer satisfaction and loyalty are the key elements of the better performance of Foodpanda. The recommendation is presented.

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