ISSN: 2222-6990
Open access
The widespread adoption of online food delivery services during the COVID-19 pandemic, particularly in developing countries like Malaysia, has transformed consumer habits. This study focuses on the preferences of selected private university students in Kelana Jaya, aiming to understand the factors influencing customer satisfaction with preferred online food delivery services during the pandemic. In this research, service quality, food quality, and price are identified as key factors affecting customer satisfaction. The study utilizes the extended Theory of Expectancy Disconfirmation Paradigm (EDP) approach, employing quantitative research methods. The sample of 84 respondents surveyed through a questionnaire. Results indicate that food quality plays the most significant role in influencing customer satisfaction, aligning with existing literature. The positive significant relationship between food quality and customer satisfaction highlights the importance of food standards in shaping consumer preferences. This study not only provides insights into the preferences of private university students in Kelana Jaya but also lays the groundwork for broader applications. The findings can be extended to explore factors influencing customer satisfaction in online food delivery services post-COVID-19 across different countries. Overall, this research contributes to valuable insights for future studies in the evolving landscape of online food delivery services.
Abdullah, D., Hamir, N., Nor, N. M., Krishnaswamy, J., & Rostum, A. M. M. (2018). Food quality, service quality, price fairness and restaurant re-patronage intention: The mediating role of customer satisfaction. International Journal of Academic Research in Business and Social Sciences, 8(17), 211-226.
Anderson, E. W., Fornell, C., & Lehmann, D. R. (1994). Customer satisfaction, market share, and profitability: Findings from Sweden. Journal of marketing, 58(3), 53-66.
Bardauskaite, I. (2014). Loyalty in the business-to-business service context: A literaturereview and proposed framework. Journal of Relationship Marketing, 13(1), 28-69.
Bowersox J., Closs J., Cooper and Bowersox C. (2013). “Customer expectations: customer relationship management”, Supply Chain Logistics Management, pp. 65–66
Campbell, M. C. (1999). Perceptions of price unfairness: antecedents and consequences. Journal of marketing research, 36(2), 187-199.
Farooq, M. S., Salam, M., Fayolle, A., Jaafar, N., & Ayupp, K. (2018). Impact of service quality on customer satisfaction in Malaysia airlines: A PLS-SEM approach. Journal of Air Transport Management, 67, 169-180.
Gustafsson, A., Johnson, M. D., & Roos, I. (2005). The effects of customer satisfaction, relationship commitment dimensions, and triggers on customer retention. Journal of marketing, 69(4), 210-218.
Hair Jr, J. F., Babin, B. J., & Anderson, R. E. (2010). A global p-erspect-ivie. Kennesaw: Kennesaw State University.
Hanaysha, J. (2016). Testing the effects of food quality, price fairness, and physical environment on customer satisfaction in fast food restaurant industry. Journal of Asian Business Strategy, 6(2), 31-40.
Hanif, M., Hafeez, S., & Riaz, A. (2010). Factors affecting customer satisfaction. International research journal of finance and economics, 60(1), 44-52.
Hansemark, O. C., & Albinsson, M. (2004). Customer satisfaction and retention: the experiences of individual employees. Managing Service Quality: An International Journal, 14(1), 40-57.
Hapsari, R., Clemes, M., & Dean, D. (2016). The mediating role of perceived value on the relationship between service quality and customer satisfaction: Evidence from Indonesian airline passengers. Procedia Economics and Finance, 35, 388-395.
Hayes, B. E. (2008). Measuring customer satisfaction and loyalty. Quality Press.
Herrmann, A., Xia, L., Monroe, K. B., & Huber, F. (2007). The influence of price fairness on customer satisfaction: an empirical test in the context of automobile purchases. Journal of product & brand management, 16(1), 49-58.
Hussain, R., Al Nasser, A., & Hussain, Y. K. (2015). Service quality and customer satisfaction of a UAE-based airline: An empirical investigation. Journal of Air Transport Management, 42, 167-175.
Ismail, A., Zaki, H. O., & Rose, I. R. (2016). Interlinkages between service quality, customer satisfaction and customer loyalty in Malaysia: A case study of Armed Forces Medical Organizations. Geografia, 12(7).
Kalaja, R., Myshketa, R., & Scalera, F. (2016). Service quality assessment in health care sector: the case of Durres public hospital. Procedia-Social and Behavioral Sciences, 235, 557-565.
Kaura, V. (2012). A link for perceived price, price fairness and customer satisfaction. Pacific Business Review International, 5(6), 84-88.
Khadka, K., & Maharjan, S. (2017). Customer satisfaction and customer loyalty: Case trivsel städtjänster (trivsel siivouspalvelut).
Khan, N. A. (2011). A study of brands in the food and beverages industry of pakistan. International journal of business and social science, 2(13), 262-271.
Khayyat, N. T., & Heshmati, A. (2012). Determinants of mobile phone customer satisfaction in the Kurdistan region. Journal of Knowledge Management, Economics and Information Technology, 2(3), 1-7.
Kivela, J., Inbakaran, R., & Reece, J. (1999). Consumer research in the restaurant environment, Part 1: A conceptual model of dining satisfaction and return patronage. International Journal of Contemporary Hospitality Management, 11(5), 205-222.
Lee, W., & Lambert, C. U. (2006). The effect of waiting time and affective reactions on customers' evaluation of service quality in a cafeteria. Journal of Foodservice Business Research, 8(2), 19-37.
Liu, Y., & Jang, S. S. (2009). Perceptions of Chinese restaurants in the US: what affects ustomer satisfaction and behavioral intentions?. International journal of hospitality management, 28(3), 338-348.
Luca, A., Marzia, I., Stefania, C., Pietro, C., Giuseppe, S., Ana, V., & Simona, B. (2018). Pasta experience: Eating with the five senses—a pilot study. AIMS Agriculture and Food, 3(4), 493-520.
Mattila, A. S., & O'Neill, J. W. (2003). Relationships between hotel room pricing, occupancy, and guest satisfaction: A longitudinal case of a midscale hotel in the United States. Journal of Hospitality & Tourism Research, 27(3), 328-341.
Mohd Ibrahim, S. (2015). Impact of food quality influencing the behavioral intention on customer satisfaction: food outlet owner vs customer.
Nakandala, D., & Lau, H. C. (2013). An application of a fuzzy-based optimisation model for selecting food products based on cost and nutrition. Journal of research for consumers, 24(1), 15-21.
Namkung, Y., & Jang, S. (2007). Does food quality really matter in restaurants? Its impact on customer satisfaction and behavioral intentions. Journal of Hospitality & Tourism Research, 31(3), 387-409.
Ollila, S. (2011). Consumers' attitudes towards food prices.
Parasuraman, A. B. L. L., Zeithaml, V. A., & Berry, L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. 1988, 64(1), 12-40.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of marketing, 49(4), 41-50.
Parikh, A., & Weseley, A. J. (2004). The effect of price level and price type on perceptions of a restaurant. J. Res. Consum, 7(1-9).
Peri, C. (2006). The universe of food quality. Food quality and preference, 17(1-2), 3-8.
Qin, H., & Prybutok, V. R. (2009). Service quality, customer satisfaction, and behavioral intentions in fast?food restaurants. International journal of quality and service sciences, 1(1), 78-95.
Ranaweera, C., & Prabhu, J. (2003). On the relative importance of customer satisfaction and trust as determinants of customer retention and positive word of mouth. Journal of Targeting, Measurement and Analysis for marketing, 12, 82-90.
Rothenberger, S. (2015). Fairness through transparency: The influence of price transparency on consumer perceptions of price fairness (pp. 1-32). Univ. Libre de Bruxelles, Solvay Brussels School of Economics and Management, Centre Emile Bernheim.
Ryu, K., & Han, H. (2010). Influence of the quality of food, service, and physical environment on customer satisfaction and behavioral intention in quick-casual restaurants: Moderating role of perceived price. Journal of Hospitality & Tourism Research, 34(3), 310-329.
Sabir, R. I., Ghafoor, O., Hafeez, I., Akhtar, N., & Rehman, A. U. (2014). Factors affecting customers satisfaction in restaurants industry in Pakistan. International Review of Management and Business Research, 3(2), 869.
Sulek, J. M., & Hensley, R. L. (2004). The relative importance of food, atmosphere, and fairness of wait: The case of a full-service restaurant. Cornell hotel and restaurant administration quarterly, 45(3), 235-247.
Tabachnick, B. G., Fidell, L. S., & Ullman, J. B. (2013). Using multivariate statistics (Vol. 6, pp. 497-516). Boston, MA: pearson.
Yang, P. (2019). Factors positively affecting customers’ fresh vegetable purchase decision on retail outlets in Kunming city in China.
Yeo, V. C. S., Goh, S. K., & Rezaei, S. (2017). Consumer experiences, attitude and behavioral intention toward online food delivery (OFD) services. Journal of Retailing and Consumer services, 35, 150-162.
(Salleh et al., 2024)
Salleh, S. A. M., Barakbah, S. M. B. B. S. F., Ming, J. T. T., & Jusoh, A. A. (2024). Consumers Satisfaction Level Towards Prefered Online Food Delivery Services During Covid 19 Pandemic among Selected Private University Student in Kelana Jaya. International Journal of Academic Research in Business and Social Sciences, 14(7), 497–508.
Copyright: © 2024 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 seenavc at: http://creativecommons.org/licences/by/4.0/legalcode