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

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

2021 ◽  
Vol 6 (3) ◽  
pp. 191-201
Author(s):  
Goh Mei Ling ◽  
Ho Sew Tiep ◽  
Ng Zhu Er
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Convergent Validity ◽  
Discriminant Validity ◽  
Food Delivery ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Quality Service ◽  
Website Quality

Objective - The objective of this study is to investigate the determinants of customer satisfaction towards the mobile food delivery apps during the COVID-19 pandemic. Methodology/Technique - Website quality, service quality, price, and convenience were hypothesised to explain customer satisfaction towards mobile food delivery apps. 200 respondents were recruited using convenience sampling. Due to COVID-19, the data collection was done using Google Form which consisted of respondents' profile and measurements for all the constructs in this study. All the instruments of the variables were adapted from previous studies. Partial Least Square Structural Equation Modeling (PLS-SEM) was performed to assess the measurements' validity and test the relationship among the variables. Findings - Convergent validity and discriminant validity which were assessed via measurement model were satisfactory. The R-square value obtained was 0.565. This indicates that, the model explains customer satisfaction by 56.5% towards mobile food delivery apps during the COVID-19 pandemic. The findings show that website quality and convenience have significantly influenced customer satisfaction towards mobile food delivery apps. Service quality and price, however, were found insignificant. Website quality has been found as the most important predictor of customer satisfaction. Novelty - This study provided an insight into the customer satisfaction towards the mobile food delivery apps from the new norm of COVID-19 measured perspective. The apps' website quality and the convenience of using the apps were revealed as important factors that impact customer satisfaction significantly during the pandemic period. Type of Paper - Empirical. Keywords: Customer Satisfaction; Mobile Food Delivery Apps; COVID-19; Website Quality; Service Quality; Price; Convenience. JEL Classification: M15

scholarly journals Millennial Experience with Online Food Home Delivery: A Lesson from Indonesia

10.28945/4386 ◽  
2019 ◽  
Vol 14 ◽  
pp. 277-294 ◽  
Author(s):  
Dwi Suhartanto ◽  
David Dean ◽  
Gundur Leo ◽  
Ni Nyoman Triyuni
Keyword(s):  
Service Quality ◽  
Food Quality ◽  
Behavioral Intention ◽  
Perceived Value ◽  
Home Delivery ◽  
Food Delivery ◽  
Future Research ◽  
Delivery Service ◽  
Quality Food ◽  
Delivery Services

Aim/Purpose: To examine millennial satisfaction towards online food delivery services, including e-service quality, food quality, and perceived value as the determinants and behavioral intention as the consequence. Background: Among the generational cohorts, millennials are a demanding target group for many retailers, including restaurants. Despite many studies examining millennial behavior in the restaurant context, almost no research on millennial attitudes and behavior in the context of online food home delivery service can be found. Methodology: For this research, 332 millennials completed a self-administered survey in Indonesia. To assess the associations between satisfaction and its determinants and consequences, this study employs Partial Least Square modeling. Contribution: This research extends existing knowledge of millennial satisfaction toward online food delivery service by highlighting that food quality, e-service quality and perceived value are the main determinants of satisfaction for online food purchasing among millennials. Further, this study offers support for the spillover theory in the online food home delivery service from millennial perspective. Findings: This study uncovers the important direct dual influences of e-service quality and food quality on millennial satisfaction with online food delivery services. Further, this study notes that e-service and food quality also have an indirect influence on satisfaction via perceived value. Moreover, satisfied millennial customers are more likely to re-purchase, recommend to others, and re-purchase at an increased price. Recommendations for Practitioners: For small and medium restaurants, it is suggested that they need to focus solely on their core business of providing food. If they want to offer an e-service, they should develop strategic cooperation with one or more online service providers. Recommendation for Researchers: Millennials tend to repurchase, recommend, and be willing to pay more in the future extends the existing models that look at the associations among quality, satisfaction and behavioral intention. Thus, in online restaurant purchasing services, both e-service quality and food quality should be included in the future research models. Impact on Society: This study could help restaurant industries to increase their business performance and, indirectly, impact on society as a whole by providing high quality food, employment opportunities, and tax revenues. Future Research: Future researchers can reassess the model in different countries and/or with other generation cohorts as well as including other variables such as trust, image, involvement, as well as socio-demographic factors.

scholarly journals Analisa Kualitas Pelayanan dan Strategi Perusahaan terhadap Kepuasan Pelanggan dengan Metode QFD dan SWOT pada Jasa Pengiriman Barang

2021 ◽  
Vol 5 (6) ◽  
pp. 643
Author(s):  
Bonaventura Andhika W
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Service Provider ◽  
Swot Analysis ◽  
Market Penetration ◽  
Delivery Service ◽  
Delivery Services ◽  
The Right ◽  
Consumer Tastes ◽  
Qfd Method

Goods delivery services become the most profitable business opportunities. Facing the reality of the number of goods or services with diverse quality and consumer tastes are easy to change and there are several competitors in this field, resulting in a sharper level of competition. With the growing number of freight services competitors, each delivery service provider such as JNE, TIKI, and Pos Indonesia need to have a special strategy to improve customer satisfaction. This study aims to examine the service quality from each delivery service provider to customer satisfaction through IPA and QFD methods and SWOT analysis to establish the company's strategy in maintaining its position in the market is facing competitors. CSI results obtained for goods delivery services in Jakarta are in the category of quite satisfied but have not reached the maximum satisfaction point. Using the IPA method, researchers found that Pos Indonesia delivery service is one of the delivery services that need to be improved the service quality to be able to survive. Attributes that affect the services and targets that are the priority of Pos Indonesia are based on the QFD method, namely the need for training to employees to be able to improve their service quality. In addition, the right strategic steps to be taken by Pos Indonesia are intensive strategies including market penetration, market development, and service product development to accelerate the company's growth. This strategy is strongly related to the proposed design of strength and opportunity strategies that have been analyzed through SWOT analysis methods. Jasa pelayanan pengiriman barang menjadi salah satu peluang bisnis yang sangat menguntungkan. Menghadapi kenyataan banyaknya barang atau jasa dengan kualitas beragam dan selera konsumen yang mudah berganti serta terdapat beberapa pesaingdibidang ini, mengakibatkan tingkat persaingan semakin tajam. Semakin bertambahnya pesaing-pesaing dari jasa pelayanan pengiriman barang, masing-masing penyedia jasa pengiriman barang seperti JNE, TIKI dan Pos Indonesia perlu memiliki strategi khusus untuk meningkatkan kepuasan pelanggan. Penelitian ini bertujuan untuk mengkaji kualitas pelayanan dari masing-masing penyedia jasa pengiriman barang terhadap kepuasan pelanggannya melalui pendekatan metode IPA dan QFD serta untuk menetapkan strategi perusahaan dalam mempertahankan posisinya dipasar dalam menghadapi pesaing melalui analisa SWOT. Pada penelitian ini, didapatkan hasil CSI untuk jasa pengiriman barang di Jakarta berada dalam kategori cukup puas namun belum mencapai titik kepuasan maksimum. Dalam analisa menggunakan metode IPA, peneliti menemukan bahwa jasa pengiriman Pos Indonesia, merupakan salah satu jasa pengiriman yang perlu ditingkatkan kualitas pelayanannya untuk dapat bertahan. Atribut yang mempengaruhi pelayanan dan target yang menjadi prioritas Pos Indonesia didasarkan pada metode QFD, yaitu perlunya pelatihan kepada karyawan untuk dapat meningkatkan kualitas pelayanannya. Selain itu, langkah strategis yang tepat untuk dilakukan oleh Pos Indonesia yaitu strategi intensif meliputi penetrasi pasar, pengembangan pasar dan pengembangan produk layanan untuk mempercepat pertumbuhan perusahaan. Strategi ini berkaitan sangat kuat dengan rancangan usulan strategi kekuatan dan peluang yang telah dianalisa melalui metode analisa SWOT. 

Factors Influencing International Students Behavioral Intention to Order Online Food Delivery Services

2019 ◽  
Vol 10 (1) ◽  
pp. 23-39
Author(s):  
Isaac Kofi Mensah
Keyword(s):  
International Students ◽  
Service Quality ◽  
Behavioral Intention ◽  
Food Delivery ◽  
Perceived Service Quality ◽  
Utaut Model ◽  
Performance Expectancy ◽  
Effort Expectancy ◽  
Delivery Services ◽  
And Performance

This study integrated culture (language) and perceived service quality into the UTAUT model to explore the intention of international students to order food online in China. The results have demonstrated that performance expectancy, effort expectancy, culture (language), and perceived service quality were all significant predictors of the intention of international students to order food online. Also, culture (language) was determined to influence the perceived service quality, effort expectancy, and performance expectancy of ordering food online. Performance expectancy, and effort expectancy were revealed to be significant predictors of perceived service quality. Furthermore, the intention to order food online was a determinant of the intention to recommend. The implications of these findings are discussed.

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 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.

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