Citation

Cheng, Ling Tan and Zi, Ying Knee and Yeo, Sook Fern (2025) From clicks to doorstep: Exploring service quality and stakeholder challenges in the online food delivery supply chain. SEARCH Journal of Media and Communication Research, 2025 (SI). pp. 149-164. ISSN 2672-7080

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Abstract

The rapid expansion of digital platforms has significantly transformed the food delivery sector in recent years. This growth has resulted in numerous benefits, such as increased convenience for consumers and new business opportunities for restaurants. However, as the food delivery industry continues to evolve, various stakeholders including delivery providers, restaurants, and customers face considerable challenges in ensuring efficiency, reliability, and overall satisfaction throughout the supply chain. The objectives of this study are two-fold: (1) to assess how customers perceive the service quality and customer support of online food delivery platforms based on reviews from the past year, and (2) to investigate the challenges faced by online food delivery providers, restaurants, and customers. The study included a sample of 16 stakeholders, comprising customers, restaurant owners, and delivery riders, selected through purposive sampling. A qualitative research approach was employed, utilising in-depth interviews to gather data and gain a comprehensive understanding of the stakeholders’ perspectives, experiences, and complaints. Data analysis was conducted using the NVivo 12 software. The challenges identified are categorised into four themes: technology and communication apps, time pressure, service quality, and competitive dynamics. The study suggests that the challenges faced by online food delivery services can be addressed and improved through cooperation and communication among stakeholders. By tackling these challenges and leveraging available opportunities, benefits can be extended to all stakeholders, including online food delivery providers, restaurants, customers, and the broader food and logistics industries. This research offers valuable insights into the dynamics of the online food delivery supply chain and provides practical recommendations for fostering a more efficient and customer-centric system. By promoting mutual cooperation among stakeholders, the industry can achieve sustainable growth and improved service quality, ultimately enhancing the overall experience for everyone involved. © SEARCH Journal 2025.

Item Type:	Article
Uncontrolled Keywords:	Challenges, Online food delivery, service quality, stakeholders, supply chain
Subjects:	H Social Sciences > HF Commerce > HF5001-6182 Business > HF5437-5444 Purchasing. Selling. Sales personnel. Sales executives
Divisions:	Faculty of Business (FOB)
Depositing User:	Ms Suzilawati Abu Samah
Date Deposited:	29 Jul 2025 03:46
Last Modified:	31 Jul 2025 21:45
URII:	http://shdl.mmu.edu.my/id/eprint/14361

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