Examining the Factors that Influence Consumer Satisfaction with Online Food Delivery in Klang Valley, Malaysia

Huikok Tan · Vincent Wee Eng Kim

21 citations0/0 files storedThe Journal of Management Theory and Practice (JMTP)

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Consumer Behavior and Marketing Influence Customer Service Quality and Loyalty Technology Adoption and User Behaviour

Abstract

In World War II, female volunteers participated in the work of delivering food to soldiers. The idea of food service delivery spread from the UK to the United States, and food delivery has become a new business model worldwide. In 1987, Pizza Hut began to order by phone and provide food delivery services to capture market share. With the development of the internet and the popularity of smartphone, online ordering and online food delivery (OFD) have become a trend, lifestyle and multibillion-dollar business. In 2017, Malaysia's online food delivery boomed. There are numerous food ordering service platforms on the market, including FoodPanda, Uber Eats (now changed to GrabFood), Honestbee, Dahmakan, DeliverEat, Running Man Delivery, etc. Hence, this research aims to identify factors that continue to influence Malaysian consumer satisfaction with online food delivery after the COVID-19 pandemic and in the future. The results show that perceived price, promotion & discount, convenience motivation, service approach quality, and food quality positively impact the trend factors of OFD services. These findings can provide essential insights for OFD service providers, the restaurant industry and academics, critical for OFD services to improve consumer satisfaction.

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References

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