ISSN: 2222-6990
Open access
Customer’s satisfaction, delivery time inefficiency, expensive delivery fee, and limited delivery distance are all challenges faced when using an online food delivery service platform. The main objective of this study is to examine the relationship between customers’ satisfaction who have used and experienced online food delivery services and the independent variables which are; ease of use, availability, and privacy. The other objective is to identify which factors (ease of use, availability and privacy) significantly affect Klang Valley residents’ satisfaction on online food delivery service. The data were collected through online questionnaires from a snowball sample of 400 Klang Valley residents. In order to reach the respondents, the questionnaires were delivered online using Google Form. The data are analyzed by using the Pearson’s Correlation Coefficient and Multiple Linear Regression. The Pearson’s correlation coefficient found that there is a significant relationship between customers’ satisfaction towards online food delivery services. Additionally, the findings of the Multiple Linear Regression analysis indicate that all the factors have a significant impact on customers’ satisfaction towards online food delivery services. The researcher’s recommendation is to look at the relationships between riders’ views toward consumers and what they think of online food delivery services. The other recommendation is to broaden the target group and apply this type of study to different environments.
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In-Text Citation: (Zahidi et al., 2022)
To Cite this Article: Zahidi, E. Z. M., Hanapiah, N. W. M., Nazmi, N., & Othman, J. (2022). The Satisfaction Factors on Online Food Delivery Service: A Case Study: Residents of Klang Valley, Malaysia. International Journal of Academic Research in Business and Social Sciences, 12(11), 3100 – 3113.
Copyright: © 2022 The Author(s)
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