Online Food Delivery Sentiment Analysis from the Restaurant Point of View
Keywords:
Restaurant, Online Food Delivery, Online Food Delivery Vendors.
Abstract
Online food ordering has brought about a significant transformation in the food delivery landscape of Malaysia, facilitated through digital platforms such as websites and apps. This innovation has streamlined operations for restaurants, delivery personnel, and customers alike. While much research has focused on studying customer behavior, there remains a noticeable gap in understanding the perspectives of restaurants as they embrace these digital platforms to market their food offerings. This study seeks to bridge this gap by employing sentiment analysis. Through the analysis of 149 comments posted on social media groups frequented by restaurants utilizing online food platforms (referred to as vendors) in 2022, this research aims to comprehend the challenges faced by restaurants in this context. The sentiment analysis reveals the existence of seven primary categories of challenges. These encompass concerns related to regulatory policies, issues involving delivery personnel, challenges about the functioning of the online systems, difficulties arising from device usage, and matters concerning customer interactions. By delving into these categories, this research sheds light on the intricate array of challenges that restaurants encounter when participating as vendors on online food platforms. This comprehensive understanding contributes to a holistic comprehension of the hurdles faced by restaurants in adapting to this evolving landscape.
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References
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Anderson, E. W. (1994). Cross-category variation in customer satisfaction and retention. Marketing Letters, 5(1), 19–30. https://doi.org/10.1007/BF00993955
Bees, Y. (2021). Top 12 food delivery platforms for F&B merchants in Malaysia. Retrieved January 29, 2022, from Yellowbees.com website:
https://www.yellowbees.com.my/top-food-delivery-platforms-malaysia/
Brolan, K. (2019). A Guide to Restaurant Payment Processing. Qsrmagazine.Com. https://www.qsrmagazine.com/outside-insights/guide-restaurant-payment-processing
Carsten Hirschberg, Alexander Rajko, & Thomas Schumacher, M. W. (2016). The changing market for food delivery. Retrieved January 25, 2022, from mckinsey.com website: https://www.mckinsey.com/industries/technology-media-and-telecommunications/our-insights/the-changing-market-for-food-delivery
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Chan, J. & Gao, Y. L. (2021). Measuring the up-to-date quality of online food delivery: formative index construction. International Journal of Contemporary Hospitality Management, 33(12), 4550–4568. https://doi.org/10.1108/IJCHM-06-2021-0739
Chen McCain, S.-L., Lolli, J., Liu, E. & Lin, L.-C. (2021). An analysis of a third-party food delivery app during the COVID-19 pandemic. British Food Journal, ahead-of-p (ahead-of-print). https://doi.org/10.1108/bfj-03-2021-0332
Chia, J. (2021). Air Asia Food to spread its wings and start deliveries in Singapore. Retrieved January 25, 2022, from vulcanpost.com website: https://vulcanpost.com/734673/airasia-food-delivery-coming-to-singapore/
Ch Daim, N. (2021). Restaurateurs lament high delivery charges and hidden fees. Retrieved January 25, 2022, from nst.com.my website: https://www.nst.com.my/news/nation/2021/07/711409/restaurateurs-lament-high-delivery-charges-hidden-fees#:~:text=KUALA LUMPUR%3A Consumers in Malaysia, of the Covid-19 pandemic.&text=Restaurant operator Willson Woon from, percent for delivery commissions.
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Das, J. (2018). CONSUMER PERCEPTION TOWARDS ‘ONLINE FOOD ORDERING AND DELIVERY SERVICES ’: AN EMPIRICAL STUDY. 5(5), 155–163.
Eric Kleppen. (2023). What Is Sentiment Analysis? Builtin.Com. https://builtin.com/machine-learning/sentiment-analysis#Understanding Sentiment Analysis
Fauzi, N., Adilah, Y., Harumain, S. & Dali, M. M. (2022). GIG WORKERS AMONG WOMEN, A BETTER CHOICE OF WORK? A CASE STUDY OF MAKCIK TRAVELS. In Journal of the Malaysian Institute of Planners VOLUME, 20.
Focus. (2020). Restaurant commission fees necessary to pay delivery riders says Grab. Focus Malaysia. My. https://focusmalaysia.my/restaurant-commission-fees-necessary-to-pay-delivery-riders-says-grab/
Giese, J. & Cote, J. (2000). Defining consumer satisfaction. Academy of Marketing Science Review, 2000(January 2000), 1.
Gligor, D., Bozkurt, S., Gölgeci, I. & Maloni, M. J. (2020). Does supply chain agility create customer value and satisfaction for loyal B2B businesses and B2C end customers? International Journal of Physical Distribution and Logistics Management, 50(7–8), 43.
Mohd Anuar Sulaiman (2021860012)ai, L. T. & Yat, D. N. C. (2019). Online Food Delivery Services: Making Food Delivery 42 | Research Proposal – Mohd Anuar Sulaiman (2021860012) 721–743. https://doi.org/10.1108/IJPDLM-01-2020-0004
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Gordon, J. (2021). Business to Business (B2B) - Explained. Retrieved January 25, 2022, from thebusinessprofessor.com website: https://thebusinessprofessor.com/en_US/sales/business-to-business-definition
Guo, C. & Wang, Y. (2015). How manufacturer market orientation influences B2B customer satisfaction and retention: Empirical investigation of the three market orientation components. Journal of Business and Industrial Marketing, 30(2), 182–193. https://doi.org/10.1108/JBIM-03-2012-0042
Hani, A. (2021). P-hailing companies to submit policies for service improvement. Retrieved January 25, 2022, from themalaysianreserve.com website: https://themalaysianreserve.com/2021/07/31/p-hailing-companies-to-submit-policies-for-service-improvement/
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Jacob, A. M., Sreedharan, N. V. & Sreena, K. (2019). Consumer perception of online food delivery apps in Kochi. International Journal of Innovative Technology and Exploring Engineering, 8(7), 302–305.
Khalid, A., Lee, O., Choi, M. & Ahn, J. (2018). The effects of customer satisfaction with the e-commerce system. Journal of Theoretical and Applied Information Technology, 96(2), 481–491.
Koay, K. Y., Cheah, C. W. & Chang, Y. X. (2022). A model of online food delivery service quality, customer satisfaction and customer loyalty: a combination of PLS-SEM and NCA approaches. British Food Journal, 124(12), 4516–4532. https://doi.org/10.1108/BFJ-10-2021-1169
Kok, H., Wee, V. & Kim, E. (2021). Examining the Factors that Influence Consumer Satisfaction with Online Food Delivery in Klang Valley, Malaysia, (2).
Krimmel, M. (2023). What Is a Ghost Kitchen? | Ghost Kitchen Meaning & Purpose. Home.Binwise.Com. https://home.binwise.com/blog/ghost-kitchen-meaning
Kumar, V. & Raheja, G. (2012). Business-to-business (B2B) and business-to-consumer (B2C) management. International Journal of Computer & Technology, 3(3), 447–451.
Lee, Y. C., Wang, Y. C., Lu, S. C., Hsieh, Y. F., Chien, C. H., Tsai, S. B. & Dong, W. (2016). Empirical research on customer satisfaction study: a consideration of different levels of performance. Springer Plus, 5(1). https://doi.org/10.1186/s40064-016-3208-z
Li, C., Mirosa, M. & Bremer, P. (2020). Review of online food delivery platforms and their impacts on sustainability. Sustainability (Switzerland), 12(14), 1–17. https://doi.org/10.3390/su12145528
Lim, J. (2018). Grab’s Food Delivery App Grab Food Is Officially Launching Next Week. Retrieved January 25, 2022, from says.com website: https://says.com/my/tech/grab-s-food-delivery-app-grabfood-is-officially-launching-next-week
Luki, M. (2020). Increasing competition in the food delivery market is a win for all. Or is it? Www.Linkedin.Com. https://www.linkedin.com/pulse/increasing-competition-food-delivery-market-win-all-melissa-luki
Luo, T., Chen, S., Xu, G. & Zhou, J. (2013). Trust-based Collective View Prediction. Trust-Based Collective View Prediction, June. https://doi.org/10.1007/978-1-4614-7202-5
Mat Nayan, N. & Hassan, M. K. A. (2020). Customer Satisfaction Evaluation for Online Food Service Delivery System in Malaysia. Journal of Information System and Technology Management, 5(19), 123–136. https://doi.org/10.35631/jistm.5190010
Mathworks. (2023). What Is Machine Learning? Mathworks.Com. https://www.mathworks.com/discovery/machine-learning.html
Optimoroute. (2022). Increase Order Accuracy and Boost Customer Loyalty. Optimoroute.Com. https://optimoroute.com/order-accuracy/
Pandey, S., Chawla, D. & Puri, S. (2021). Food delivery apps (FDAs) in Asia: an exploratory study across India and the Philippines. British Food Journal. https://doi.org/10.1108/BFJ-01-2020-0074
Pang, V. (2017). We visited Foodpanda Malaysia. Conclusion? We NEVER Want To Run A Food Delivery Startup. Retrieved January 21, 2022, from vulcanpost.com website: https://vulcanpost.com/600797/foodpanda-malaysia-behind-the-scenes-food-delivery/
Patel, N. (2021). Customer Satisfaction: Benefits, Examples & Importance. Retrieved January 25, 2022, from neilpatel.com website: https://neilpatel.com/blog/benefits-and-importance-of-customer-satisfaction/
Pfoertsch, W. & Scheel, H. (2012). What’s a business-to-business company? B2B Knowledge of future business leaders. In Advances in Business Marketing and Purchasing (Vol. 18). https://doi.org/10.1108/S1069-0964 (2012)0000018016
Prasetyo, Y. T., Tanto, H., Mariyanto, M., Hanjaya, C., Young, M. N., Persada, S. F. & Redi, 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), 1–17.
Puram, P. & Gurumurthy, A. (2021). Last-mile challenges in on-demand food delivery during COVID-19: understanding the riders’ perspective using a grounded theory approach. https://doi.org/10.1108/IJLM-01-2021-0024
Ramaraj, K. (2017). The Impact of Food Quality on Customer Satisfaction and Behavioral Intentions: A Study on Madurai Restaurant. Innovative Journal of Business and Management, 6(March), 34–37. https://doi.org/10.15520/ijbm
Ramos, K. (2021). Factors influencing customers’ continuance usage intention of food delivery apps during COVID-19 quarantine in Mexico. British Food Journal, 2. https://doi.org/10.1108/BFJ-01-2021-0020
See-Kwong, G., Soo-Ryue, N., Shiun-Yi, W. & Lily, C. (2017). Outsourcing to online food delivery services: Perspective of F&B business owners. Journal of Internet Banking and Commerce, 22(2), 1–18. Retrieved from http://www.icommercecentral.com/open-access/outsourcing-to-online-food-delivery-services-perspective-of-fb-business-owners.pdf
Shah, A. M., Yan, X. & Qayyum, A. (2021). Adoption of mobile food ordering apps for O2O food delivery services during the COVID-19 outbreak. British Food Journal, (71531013). https://doi.org/10.1108/BFJ-09-2020-0781
Shakila Binti Mohd Yusof, Z. (2016). Determinants towards Food Delivery Service through E-Commerce in Pasir Gudang Area. Journal of Modern Education Review, 6(9), 622–631. https://doi.org/10.15341/jmer(2155-7993)/09.06.2016/006
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Published
2023-09-17
How to Cite
Sulaiman, A., Rahmat, A. K., Ibrahim, I., & Jamaludin, F. (2023). Online Food Delivery Sentiment Analysis from the Restaurant Point of View. Information Management and Business Review, 15(3(SI), 197-204. https://doi.org/10.22610/imbr.v15i3(SI).3472
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Research Paper
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