ISSN: 2226-3624
Open access
Online Food Ordering applications is a digital platform primarily use in the food delivery industry to provide convenience by allow customer to browse and place order within few minutes. These apps provide wide range options and improve the overall user experience. This study aims to investigating the factors of customer perspective towards online food applications in Klang Valley, Malaysia. By leveraging the latest mobile technology, these platforms enable consumer enjoy their favourite’s food without leaving their workplace or homes. This study conducted by sending an online questionnaire to people who working in Klang Valley area had purchase meal through online food delivery applications. A total of 418 respondents were collected for analysis. The literature review indicates that price, information quality, time saving, and perceived usefulness have significantly influence customer perspective towards online food applications. Several recommendations for future research are also provided so that the potential areas of improvements could be further investigated.
A. A. N. P. (2021). Factors affecting customer satisfaction and loyalty in online food delivery service during the COVID-19 pandemic: Its relation with open innovation. Journal of open innovation: technology, market, and complexity, 7(1), 76.
Abdulhafedh, A. (2022). Incorporating Multiple Linear Regression in Predicting the House Prices Using a Big Real Estate Dataset with 80 Independent Variables. OALib, 09 (01), 1–21.
Adelia, A., Miftahurrahmah, M., Nurpathonah, N., Zaindanu, Y., & Ihsan, M. T. (2021). The role of google form as an assessment tool in elt: Critical review of the literature. ETDC: Indonesian Journal of Research and Educational Review, 1(1), 58-66.
Ahmad, S., Wasim, S., Irfan, S., Gogoi, S., Srivastava, A., & Farheen, Z. (2019). Qualitative v/s. quantitative research-a summarized review. population, 1(2), 2828-2832.
Allah Pitchay, A., Ganesan, Y., Zulkifli, N. S., & Khaliq, A. (2022). Determinants of customers' intention to use online food delivery application through smartphone in Malaysia. British Food Journal, 124(3), 732-753.
An, S., Eck, T., & Yim, H. (2023). Understanding consumers’ acceptance intention to use mobile food delivery applications through an extended technology acceptance model. Sustainability, 15(1), 832.
Azahri, N. H. C., Azit, A. Z., Abd Ghani, F., Hamid, M., & Ramli, N. (2024). Customer Intention on The Usage of Online Food Delivery Application in Klang Valley, Malaysia. Asian Journal of Research in Education and Social Sciences, 6(S1), 56-69.
Bo-Kyung, S. E. O., & CHA, S. S. (2024). The Impact of Importance of Online Platform Food Delivery Selection Attributes on Satisfaction and Repurchase Intention. The Korean Journal of Food & Health Convergence, 10(4), 9-19.
Candra, S., Ayudina, M., & Arashi, M. A. (2021). The impact of online food applications during the Covid-19 pandemic. International Journal of Technology, 12(3), 472-484.
Chakraborty, D. (2022). Exploring the meteoric rise of online food ordering apps (OFOAs): the moderating role of visibility. British Food Journal, 124(11), 3871-3887.
Chung, J. F., Al-Khaled, A. A. S., & Martin, J. J. (2022). A Study on Consumer Attitude, Perceived Usefulness and Perceived Ease of Use to the Intention to Use Mobile Food Apps during COVID-19 Pandemic in Klang Valley, Malaysia. Sciences, 12(6), 987-1000.
DSouza, E. P., & Sardesai, S. (2024). Technological Transformation In Food and Beverage Service: Enhancing Efficiency and Customer Satisfaction. Revista de turism-studii si cercetari in turism, (37).
Filimonau, V., Beer, S., & Ermolaev, V. A. (2022). The COVID-19 pandemic and food consumption at home and away: An exploratory study of English households. Socio-Economic Planning Sciences, 82, 10112.
Frederick, D. P., & Bhat, G. (2021). Review on customer perception towards online food delivery services. International Journal of Creative Thoughts (IJCRT), 9(7), b301-b314.
Ganatra, V., Kaakandikar, R., Izzuddin, M., Kee, D. M. H., Zainuddin, N. B., Bukhari, M. A. Z., & Panwar, V. (2021). The impact of food delivery apps on customer perceived value among university students. Journal of The Community Development in Asia, 4(3), 68-78.
Grunert, K. G., & Ramus, K. (2005). Consumers’ willingness to buy food through the internet: A review of the literature and a model for future research. British Food Journal, 107(6), 381-403.
Gupta, V., & Duggal, S. (2021). How the consumer’s attitude and behavioural intentions are influenced: A case of online food delivery applications in India. International Journal of Culture, Tourism and Hospitality Research, 15(1), 77-93.
Hakimi, H., Liangmou, Z., & Abdollah, A. (2025). Innovative convenience: Evaluating the design and market impact of Cdev, a web-based Malaysian Chinese food delivery platform. Journal of Infrastructure, Policy and Development, 9(2), 8720.
Hooi, R., Leong, T. K., & Yee, L. H. (2021, March). Intention to use online food delivery service in Malaysia among university students. In CoMBInES-Conference on Management, Business, Innovation, Education and Social Sciences (Vol. 1, No. 1, pp. 60-73).
Humaidi, N. F. A., Mohd Jamil, S. N., Gannasin, S. P., & Samat, N. (2024). Enhancing users’ satisfaction: revealing the key factors influencing the usage of online food delivery service applications among university students. Journal of Tourism, Hospitality and Culinary Arts, 16(1), 993-1010.
Jadhav, D. S. Food Ordering Mobile Applications–A new wave in Food Entrepreneurship, AISSMS College of Hotel Management and Catering Technology, Pune, Maharashtra, India.
Kapoor, A. P., & Vij, M. (2018). Technology at the dinner table: Ordering food online through mobile apps. Journal of retailing and consumer services, 43, 342-351.
Kumar, S., & Shah, A. (2021). Revisiting food delivery apps during COVID-19 pandemic? Investigating the role of emotions. Journal of Retailing and Consumer Services, 62, 102595.
Kurniawan, S., & Tankoma, A. (2023). The effect of perceived ease of use and perceived enjoyment on customer trust and loyalty in online food delivery service. Binus Business Review, 14(2), 163-170.
Lai, H. B. J., Abidin, M. R. Z., Hasni, M. Z., Ab Karim, M. S., & Ishak, F. A. C. (2020). Key adaptations of SME restaurants in Malaysia amidst the COVID-19 Pandemic. International Journal of Research in Business and Social Science, 9(6), 12-23.
Lee, S. W., Sung, H. J., & Jeon, H. M. (2019). Determinants of continuous intention on food delivery apps: extending UTAUT2 with information quality. Sustainability, 11(11), 3141.
Lim, K. Y., & Fudzee, M. F. M. (2021). Design and Development of Food Ordering Mobile Application. Applied Information Technology And Computer Science, 2(2), 576-593.
Pal, D., Funilkul, S., Eamsinvattana, W., & Siyal, S. (2022). Using online food delivery applications during the COVID-19 lockdown period: What drives University Students’ satisfaction and loyalty?. Journal of Foodservice Business Research, 25(5), 561-605.
Patma, T. S., Fienaningsih, N., Rahayu, K. S., & Artatanaya, I. G. L. S. (2021). Impact of information quality on customer perceived value, experience quality, and customer satisfaction from using Gofood Aplication. Journal of Indonesian Economy and Business: JIEB., 36(1), 51-61.
Pillai, S. G., Kim, W. G., Haldorai, K., & Kim, H. S. (2022). Online food delivery services and consumers' purchase intention: Integration of theory of planned behavior, theory of perceived risk, and the elaboration likelihood model. International journal of hospitality management, 105, 103275.
Poon, W. C., & Tung, S. E. H. (2024). The rise of online food delivery culture during the COVID-19 pandemic: an analysis of intention and its associated risk. European Journal of Management and Business Economics, 33(1), 54-73.
Ramesh, R., Prabhu, S. V., Sasikumar, B., Devi, B. K., Prasath, P., & Kamala, S. P. R. (2023). An empirical study of online food delivery services from applications perspective. Materials Today: Proceedings, 80, 1751-1755.
Rasli, M. A. M., Zulkefli, N. H., Salleh, N. S. A., Ghani, F. A., Razali, N. A., & Idris, R. S. N. R. (2020). Determinants of Behavioural Intention on Online Food Delivery (OFD) APPS: Extending UTAUT2 with Information Quality. Global Business & Management Research, 12(4)
Stamam, M. S. B. M., Nor, N. F. B., Makmor, N. B., & Ismail, N. I. B. (2026). An Examination of Customer Perceptions of Online Food Delivery Platforms in the Klang Valley, Malaysia. International Journal of Academic Research in Economics and Management Sciences, 15(2), 145–162.
Copyright: © 2026 The Author(s)
Published by HRMARS (www.hrmars.com)
This article is published under the Creative Commons Attribution (CC BY 4.0) license. Anyone may reproduce, distribute, translate and create derivative works of this article (for both commercial and non-commercial purposes), subject to full attribution to the original publication and authors. The full terms of this license may be seen at: http://creativecommons.org/licences/by/4.0/legalcode