Citation

Lau, Kai Yuan (2023) Customer satisfaction in online food delivery services in Malaysia. Masters thesis, Multimedia University.

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Abstract

The COVID-19 pandemic has drastically changed the way people access and consume food, particularly in developing countries like Malaysia, where online food delivery services have experienced a significant surge in demand. Given the importance of customer satisfaction in determining the success of a service-oriented business, it is crucial to understand the factors that influence customer satisfaction with online food delivery services. To investigate this, the current study focused on four variables - Price of food and discounts offered, Ease of use of online food delivery services, Reliability of information presented in the online food delivery platform, and Safety toward cyber security- and aimed to determine their impact on customer satisfaction with online food delivery services. The study collected 200 responses from a sample of 230 online participants, and the data was analyzed using the Statistical Package for Social Science (SPSS) version 28. The data analysis included descriptive analysis, pilot testing, reliability testing, and inferential analysis. The findings revealed that price, ease of use, reliability of information, and perception of safety have significant relationships with customer satisfaction with online food delivery services. These results highlight the importance of these factors in determining the success of online food delivery services. However, it is important to note that this study has some limitations, such as the relatively small sample size and the limited time frame. These limitations may impact the generalizability and accuracy of the findings. Therefore, future studies should aim to address these limitations by increasing the sample size and extending the time frame for data collection. Overall, this study provides valuable insights into the factors that influence customer satisfaction with online food delivery services, which can be used by online food delivery companies to improve their services and meet customer demands more effectively.

Item Type:	Thesis (Masters)
Additional Information:	Call No. : HF5415.335 .L38 2023
Uncontrolled Keywords:	Consumer satisfaction
Subjects:	H Social Sciences > HF Commerce > HF5001-6182 Business > HF5410-5417.5 Marketing. Distribution of products
Divisions:	Faculty of Management (FOM) > MBA Programme
Depositing User:	Ms Suzilawati Abu Samah
Date Deposited:	20 May 2025 07:50
Last Modified:	20 May 2025 07:50
URII:	http://shdl.mmu.edu.my/id/eprint/13774

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