CUSTOMER SATISFACTION EVALUATION FOR ONLINE FOOD SERVICE DELIVERY SYSTEM IN MALAYSIA

The food delivery service industry is growing up and has a good potential rate in Malaysia and globally now. With social distancing the new norm, consumers are demanding to have takeout food delivered in parallel with government standard procedure in the Covid-19 pandemic. This research was conducted to examine the satisfaction of customers by using online food delivery services in Malaysia using a quantitative method. It will deal with consumer behaviour, needs, and user requirement elements in analysing their perceptions and satisfaction that will give the best-indicated system to understand consumer stability. For the accomplishment of this research, the survey was distributed to the public via online. The development of instruments based on the guideline of System Usability Scale (SUS), the reliable tools for measuring and evaluate a wide variety of products and services. Some modification in basic instruments was done to meet the requirement study. A full-fledged questionnaire was distributed among the 150 to 200 respondents to know their feedback on the food service delivery system in Malaysia. After the process of data cleaning, only 153 respondents included and considered for discussion and debate in this paper. The behaviour and user satisfaction level by using the online food services system will discuss further and some comparisons will be the main output of this research. Overall, most of the respondents satisfied with the service provided by Food Panda Service and Grab Food Service because the system easy to use and delivery time is equitable.

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The Influence of Nutritionist-Based Food Service Delivery System on Food and Nutrient Quality of School Lunch Program in Primary Schools in Indonesia

Journal of Nutritional Science and Vitaminology ◽

10.3177/jnsv.66.s450 ◽

2020 ◽

Vol 66 (Supplement) ◽

pp. S450-S455

Author(s):

Putri RONITAWATI ◽

Budi SETIAWAN ◽

Tiurma SINAGA

Keyword(s):

Service Delivery ◽

Delivery System ◽

Primary Schools ◽

Food Service ◽

School Lunch ◽

Service Delivery System ◽

Nutrient Quality ◽

School Lunch Program ◽

Lunch Program

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Service Delivery System Practices in Malaysian Hotel Operations: An Exploratory Study

Malaysian Management Journal ◽

10.32890/mmj.12.1-2.2008.8955 ◽

2020 ◽

Author(s):

Mohd Rizal Razalli

Keyword(s):

Service Delivery ◽

Human Resource ◽

Delivery System ◽

Cost Reduction ◽

Exploratory Study ◽

Service Industry ◽

Response Rate ◽

Descriptive Statistics ◽

Service Delivery System ◽

Service Adaptation

A hotel’s service delivery system is unique because it produces products as well as services. Priorresearch in this area is still scarce especially in the context of the Malaysian service industry. Thispaper investigates the extent of service delivery system practices in Malaysia’s hotels. In doing so, aquestionnaire was sent to all 474 star-rated hotels in Malaysia. A response rate of 19% was received.By using factor analysis and descriptive statistics, the results indicated that the extent of hotel servicedelivery system could be measured by the following seven dimensions – new products/services, customerparticipation, hotel operations layout, push/pull orientation, level of standardisation, use of InformationTechnology (IT), and human resource specialisation. Furthermore, on each dimension, managers ofhotels perceived that their hotels had high introduction of products/services, high customer participationfor service adaptation, mixed operations layout, pull orientation, high standardisation of processes, high use of IT for cost reduction, and low human resource specialisation.

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Pengaruh Service Delivery System Terhadap Loyalitas Nasabah Penabung Suatu Survey Pada Bank Rakyat Indonesia Cabang Palembang)

Jurnal Keuangan dan Bisnis ◽

10.32524/jkb.v16i2.394 ◽

2018 ◽

Vol 16 (2) ◽

pp. 90

Author(s):

Rohmial Rohmial

Keyword(s):

Service Delivery ◽

Delivery System ◽

Customer Loyalty ◽

Simple Random Sampling ◽

Matrix Analysis ◽

Survey Method ◽

Service Delivery System ◽

Physical Support ◽

Dependent Variables ◽

Contact Personnel

The objective of this study are : 1) the application of service delivery system that can be applied by Bank Goveerment in Palembang, 2) the influence of physical support on customers, 3) the influence of contact personnel on loyalty of the customers of Bank Goverment in Palembang, 4) the influence of service delivery system on customer loyalty at Bank Goverment in Palembang. This study is done by survey method so as to describe the response from respondents. The samples are taken by using simple random sampling with 100 respondents. The instruments are observation, quesionares and interview, the data analysis is done by using descriptive and matrix analysis. The results of this research shows that all independent variables (physical support and contact personnel) significantly and positively influence the dependent variables (loyalty of the customers).

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