From Click to Cuisine: Navigating the Landscape of Customer Satisfaction in Online Food Delivery Apps
Keywords:
Food delivery applications, human-computer interaction, Malaysia, food ordering
Abstract
Technological advancements have revolutionized the food industry, enabling restaurant food delivery to homes. In Malaysia, families with children prefer online food delivery apps (OFDA) over singles, citing crowd avoidance, time-saving, and craving satisfaction. This research analyzes sociodemographic factors (age, income, gender, occupation, marital status, education, order frequency) influencing OFDA satisfaction. Through convenience sampling with 447 responses obtained via Google Forms, results indicate no significant differences in satisfaction based on age, income, gender, occupation, or education. However, marital status and order frequency show distinctions. The research concludes with limitations, recommendations, and implications for practitioners.
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References
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Alalwan A.A. (2020), Mobile food ordering apps: An empirical study of the factors affecting customer e-satisfaction and continued intention to reuse. International Journal of Information Management, 50 (2020) 28–44
Allah Pitchay, A., Ganesan, Y., Zulkifli, N. S., & Khaliq, A. (2022). Determinants of customers' intention to use online food delivery applications through smartphones in Malaysia. British Food Journal, 124(3), 732-753.
Anbumathi, R., Dorai, S., & Palaniappan, U. (2023). Evaluating the role of technology and non-technology factors influencing brand love in Online Food Delivery services. Journal of Retailing and Consumer Services, 71, 103181.
Asgari, H., Azimi, G., Titiloye, I., & Jin, X. (2023). Exploring the influences of personal attitudes on the intention of continuing online grocery shopping after the COVID-19 pandemic. Travel Behavior and Society, 33, 100622.
Balderaz, B. G. B., & Campos, K. P. (2020). The Influence of Customer-Based Brand Equity on Online Shopping Satisfaction among Public Teachers in Davao Del Sur, Philippines. Review of Integrative Business and Economics Research, 9, 317-358.
Belanche, D., Flavian, M., & Perez-Rueda, A. (2020). Mobile apps use and WOM in the food delivery sector: the role of planned behavior, perceived security and customer lifestyle compatibility. Sustainability, 12(10), 4275.
Borgohain, M. (2019). Consumer Perception Towards Food Delivery Applications with Special Reference to Dibrugarh Town. International Journal of Recent Technology and Engineering.
Bouranta, N., Psomas, E. L., & Vouzas, F. (2019). The effect of service recovery on customer loyalty: the role of perceived food safety. International Journal of Quality and Service Sciences.
Cha, J., & Borchgrevink, C. P. (2018). Customers' perceptions in value and food safety on customer satisfaction and loyalty in restaurant environments: moderating roles of gender and restaurant types. Journal of Quality Assurance in Hospitality & Tourism, 20(1-2), 143- 161.
Chotigo, J., & Kadono, Y. (2021). Comparative analysis of key factors encouraging food delivery app adoption before and during the COVID-19 pandemic in Thailand. Sustainability, 13(8), 4088.
Cyr, D., Kindra, G. S., & Dash, S. (2008). Web site design, trust, satisfaction and e-loyalty: the Indian experience. Online Information Review, 32(6), 773- 790.
Dela Rosa, H. R., & Separa, L. A. C. (2022). Satisfaction of Customers by Using Online Food Application Services During Covid-19 Pandemic. International Journal of Multidisciplinary: Applied Business and Education Research.
Eriksson, N., & Stenius, M. (2022). Online grocery shoppers due to the COVID-19 pandemic analysis of demographic and household characteristics. Procedia Computer Science, 196, 93-100.
Fikry, A., Hamzah, M. I., Hussein, Z., & Saputra, D. H. (2023). Cyber Hygiene Practices from The Lens of Professional Youth in Malaysia. Environment-Behavior Proceedings Journal, 8(25), 187-193.
Francioni, B., Curina, I., Hegner, S. M., & Cioppi, M. (2022). Predictors of continuance intention of online food delivery services: gender as moderator. International Journal of Retail & Distribution Management, 50(12), 1437-1457.
Ganapathi P., Abu-Shanab E.A. (2020). Customer Satisfaction with Online Food Ordering Portals in Qatar. International Journal of E-Services and Mobile Applications Volume 12, Issue 1
Grab. (2022). Malaysia food and grocery trends 2022. https://www.grab.com/my/merchant/food- and-grocery-trends-report-2022/
Gupta, N., & Chandan, C. (2020). Influence of demography on satisfaction, trust and repurchase intention in online shopping. Abhigyan, 38(2), 41.
Hong, C., Choi, E.-K. C., & Joung, H.-W. D. (2023). Determinants of customer purchase intention toward online food delivery services: The moderating role of usage frequency. Journal of Hospitality and Tourism Management, 54, 76-87.
Hussien, F. M., & Mansour, N. M. (2020). Factors affecting customer satisfaction towards mobile food ordering applications (MFOAs). The Scientific Journal of the Faculty of Tourism and Hotels, Alexandria University, 17(1), 17-35.
Hwang, J., Lee, J.-S., & Kim, H. (2019). Perceived innovativeness of drone food delivery services and its impacts on attitude and behavioral intentions: The moderating role of gender and age. International Journal of Hospitality Management, 81, 94-103.
Jonge, J. D., Trijp, J. V., Lans, I. A., Renes, R., & Frewer, L. (2008). How trust in institutions and organizations builds general consumer confidence in the safety of food: A decomposition of effects. Appetite, 51(2), 311-317.
Kanwal, M., Burki, U., Ali, R., & Dahlstrom, R. (2022). A systematic review of gender differences and similarities in online consumers' shopping behavior. Journal of Consumer Marketing, 39(1), 29-43.
Kwun, D. (2011). Effects of campus food service attributes on perceived value, satisfaction, and consumer attitude: A gender-difference approach. International Journal of Hospitality Management.
Laddha, D. (2019). Impact of consumer demographics on usage of online food services. IUJ Journal of Management, 7(2), 1-5.
Lee, J. W. (2022). The Effects of Food-related Lifestyle on Delivery Food Selection Attributes and Satisfaction. The Convergence Tourism Contents Society.
Lin, P. M., Au, W. C. W., & Baum, T. (2023). Service quality of online food delivery mobile application: an examination of the spillover effects of mobile app satisfaction. International Journal of Contemporary Hospitality Management.
Liu, Y.-Y., Chen, S.-H., & Zhang, J.-X. (2021). Applying importance–satisfaction model to evaluate customer satisfaction: An empirical study of Foodpanda. Sustainability, 13(19), 10985.
Martha, E., Ayubi, D., Besral, B., Rahmawati, N. D., Mayangsari, A. P., Sopamena, Y., Astari, M., & Zulfa, R. S. (2021). Online Food Delivery Services Among Young Adults in Depok: Factors Affecting the Frequency of Online Food Ordering and Consumption of High-risk Food.
Meena, R., & Sarabhai, S. (2023). Extrinsic and intrinsic motivators for usage continuance of hedonic mobile apps. Journal of Retailing and Consumer Services, 71, 103228.
Molinillo-Jimenez, S., Aguilar-Illescas, R., Anaya-Sanchez, R., & Carvajal-Trujillo, E. (2022).
The customer retail app experience: Implications for customer loyalty.
Muhammad, N. S., Fikry, A., Hussein, Z., Hamzah, M. I., Sudarwanto, T., & Marlena, N. (2023). Are there Significant Differences between Gender and Education Level towards Trust, Image Appeal, Emotion and Mobile Apps Environment?
Muninggar, S., Rozaki, Z., Arifin, A. S., & Ramli, M. F. (2022). Customer loyalty toward delivery services at Kedai Ladanya Restaurant, Cianjur Regency, West Java. E3S Web of Conferences.
Nguyen, H. T. (2014). Factors Affecting Customer Satisfaction and Trust in an E-commerce Setting: a Case Study of Muachung. vn in Vietnam. AU-GSB e-JOURNAL, 7(1).
Nguyen, L., Nguyen, T. H., & Tan, T. K. P. (2021). An empirical study of Customers' satisfaction
And repurchase intention on online shopping in Vietnam. The Journal of Asian Finance, Economics and Business, 8(1), 971-983.
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.
Prasetyo, Y. T., Tanto, H., Mariyanto, M., Hanjaya, C., Young, M. N., Persada, S. F., Miraja, B. A., & 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), 76.
Ratasuk, A., & Gajesanand, S. (2022). Does Food Safety Build Customer Trust? The Mediating Role of Perceived Risk in Food Delivery Service in Bangkok during the COVID-19 Pandemic. Asia Social Issues.
Richa, D. (2012). Impact of demographic factors of consumers on online shopping behavior: A study of consumers in India. International journal of engineering and management sciences, 3(1), 43-52.
Rita, P., Eiriz, V., & Conde, B. (2023). The role of information for the customer journey in mobile food ordering apps. Journal of Services Marketing, 37(5), 574-591.
Senthil, M., Gayathri, N., & Chandrasekar, K. (2020). Changing paradigms of Indian food tech landscape-impact of online food delivery aggregators. International Journal on Food System Dynamics, 11(2), 139-152.
Shafiee, S. N. Z., & Wahab, M. R. A. (2021). Consumer attitude, satisfaction, food safety awareness, and purchase intention of food ordered through online food delivery using the mobile application in Penang Island, Malaysia. Malaysian Applied Biology, 50(2), 165- 175.
Sharma, J. K., & Kumar, N. (2019). Service Quality Satisfaction and Behavioral Intention: Mediation and Interaction Analysis in Electronic Food Ordering Services. Academy of Marketing Studies Journal.
Sobika, K. A., & Raj, S. V. (2021). A Study on Predicting Customer Willingness to Order Food Online During Covid-19 Pandemic Using Machine Learning Algorithms. 2021 4th International Conference on Computing and Communications Technologies (ICT),
Techarattanased, N. (2019). Service marketing mix and acceptance of technology affecting consumers' satisfaction through food delivery applications. International Conference on Management Science, Innovation and Technology,
Verhoef, P., Franses, P., & Hoekstra, J. (2002). The effect of relational constructs on customer referrals and number of services purchased from a multiservice provider: Does age of relationship matter? Journal of the Academy of Marketing Science, 30(3), 202-216.
Wang, X., Zhang, W., Zhang, T., Wang, Y., & Na, S. (2022). A study of Chinese consumers' consistent use of mobile food ordering apps. Sustainability, 14(19), 12589.
Akbar, M., & Parvez, N. (2009). Impact of Service Quality, Trust, and Customer Satisfaction on Customers Loyalty. ABAC Journal.
Algheshairy, R. M., Alhomaid, R. M., Almujaydil, M. S., Alharbi, H. F., & Alsanei, W. A. (2022). Influence of Using Food Delivery Applications on Adult Saudi Female Dietary Habits and Preferences during COVID-19 Lockdown Restrictions: Attitude Survey. International Journal of Environmental Research and Public Health, 19(19), 12770.
Alalwan A.A. (2020), Mobile food ordering apps: An empirical study of the factors affecting customer e-satisfaction and continued intention to reuse. International Journal of Information Management, 50 (2020) 28–44
Allah Pitchay, A., Ganesan, Y., Zulkifli, N. S., & Khaliq, A. (2022). Determinants of customers' intention to use online food delivery applications through smartphones in Malaysia. British Food Journal, 124(3), 732-753.
Anbumathi, R., Dorai, S., & Palaniappan, U. (2023). Evaluating the role of technology and non-technology factors influencing brand love in Online Food Delivery services. Journal of Retailing and Consumer Services, 71, 103181.
Asgari, H., Azimi, G., Titiloye, I., & Jin, X. (2023). Exploring the influences of personal attitudes on the intention of continuing online grocery shopping after the COVID-19 pandemic. Travel Behavior and Society, 33, 100622.
Balderaz, B. G. B., & Campos, K. P. (2020). The Influence of Customer-Based Brand Equity on Online Shopping Satisfaction among Public Teachers in Davao Del Sur, Philippines. Review of Integrative Business and Economics Research, 9, 317-358.
Belanche, D., Flavian, M., & Perez-Rueda, A. (2020). Mobile apps use and WOM in the food delivery sector: the role of planned behavior, perceived security and customer lifestyle compatibility. Sustainability, 12(10), 4275.
Borgohain, M. (2019). Consumer Perception Towards Food Delivery Applications with Special Reference to Dibrugarh Town. International Journal of Recent Technology and Engineering.
Bouranta, N., Psomas, E. L., & Vouzas, F. (2019). The effect of service recovery on customer loyalty: the role of perceived food safety. International Journal of Quality and Service Sciences.
Cha, J., & Borchgrevink, C. P. (2018). Customers' perceptions in value and food safety on customer satisfaction and loyalty in restaurant environments: moderating roles of gender and restaurant types. Journal of Quality Assurance in Hospitality & Tourism, 20(1-2), 143- 161.
Chotigo, J., & Kadono, Y. (2021). Comparative analysis of key factors encouraging food delivery app adoption before and during the COVID-19 pandemic in Thailand. Sustainability, 13(8), 4088.
Cyr, D., Kindra, G. S., & Dash, S. (2008). Web site design, trust, satisfaction and e-loyalty: the Indian experience. Online Information Review, 32(6), 773- 790.
Dela Rosa, H. R., & Separa, L. A. C. (2022). Satisfaction of Customers by Using Online Food Application Services During Covid-19 Pandemic. International Journal of Multidisciplinary: Applied Business and Education Research.
Eriksson, N., & Stenius, M. (2022). Online grocery shoppers due to the COVID-19 pandemic analysis of demographic and household characteristics. Procedia Computer Science, 196, 93-100.
Fikry, A., Hamzah, M. I., Hussein, Z., & Saputra, D. H. (2023). Cyber Hygiene Practices from The Lens of Professional Youth in Malaysia. Environment-Behavior Proceedings Journal, 8(25), 187-193.
Francioni, B., Curina, I., Hegner, S. M., & Cioppi, M. (2022). Predictors of continuance intention of online food delivery services: gender as moderator. International Journal of Retail & Distribution Management, 50(12), 1437-1457.
Ganapathi P., Abu-Shanab E.A. (2020). Customer Satisfaction with Online Food Ordering Portals in Qatar. International Journal of E-Services and Mobile Applications Volume 12, Issue 1
Grab. (2022). Malaysia food and grocery trends 2022. https://www.grab.com/my/merchant/food- and-grocery-trends-report-2022/
Gupta, N., & Chandan, C. (2020). Influence of demography on satisfaction, trust and repurchase intention in online shopping. Abhigyan, 38(2), 41.
Hong, C., Choi, E.-K. C., & Joung, H.-W. D. (2023). Determinants of customer purchase intention toward online food delivery services: The moderating role of usage frequency. Journal of Hospitality and Tourism Management, 54, 76-87.
Hussien, F. M., & Mansour, N. M. (2020). Factors affecting customer satisfaction towards mobile food ordering applications (MFOAs). The Scientific Journal of the Faculty of Tourism and Hotels, Alexandria University, 17(1), 17-35.
Hwang, J., Lee, J.-S., & Kim, H. (2019). Perceived innovativeness of drone food delivery services and its impacts on attitude and behavioral intentions: The moderating role of gender and age. International Journal of Hospitality Management, 81, 94-103.
Jonge, J. D., Trijp, J. V., Lans, I. A., Renes, R., & Frewer, L. (2008). How trust in institutions and organizations builds general consumer confidence in the safety of food: A decomposition of effects. Appetite, 51(2), 311-317.
Kanwal, M., Burki, U., Ali, R., & Dahlstrom, R. (2022). A systematic review of gender differences and similarities in online consumers' shopping behavior. Journal of Consumer Marketing, 39(1), 29-43.
Kwun, D. (2011). Effects of campus food service attributes on perceived value, satisfaction, and consumer attitude: A gender-difference approach. International Journal of Hospitality Management.
Laddha, D. (2019). Impact of consumer demographics on usage of online food services. IUJ Journal of Management, 7(2), 1-5.
Lee, J. W. (2022). The Effects of Food-related Lifestyle on Delivery Food Selection Attributes and Satisfaction. The Convergence Tourism Contents Society.
Lin, P. M., Au, W. C. W., & Baum, T. (2023). Service quality of online food delivery mobile application: an examination of the spillover effects of mobile app satisfaction. International Journal of Contemporary Hospitality Management.
Liu, Y.-Y., Chen, S.-H., & Zhang, J.-X. (2021). Applying importance–satisfaction model to evaluate customer satisfaction: An empirical study of Foodpanda. Sustainability, 13(19), 10985.
Martha, E., Ayubi, D., Besral, B., Rahmawati, N. D., Mayangsari, A. P., Sopamena, Y., Astari, M., & Zulfa, R. S. (2021). Online Food Delivery Services Among Young Adults in Depok: Factors Affecting the Frequency of Online Food Ordering and Consumption of High-risk Food.
Meena, R., & Sarabhai, S. (2023). Extrinsic and intrinsic motivators for usage continuance of hedonic mobile apps. Journal of Retailing and Consumer Services, 71, 103228.
Molinillo-Jimenez, S., Aguilar-Illescas, R., Anaya-Sanchez, R., & Carvajal-Trujillo, E. (2022).
The customer retail app experience: Implications for customer loyalty.
Muhammad, N. S., Fikry, A., Hussein, Z., Hamzah, M. I., Sudarwanto, T., & Marlena, N. (2023). Are there Significant Differences between Gender and Education Level towards Trust, Image Appeal, Emotion and Mobile Apps Environment?
Muninggar, S., Rozaki, Z., Arifin, A. S., & Ramli, M. F. (2022). Customer loyalty toward delivery services at Kedai Ladanya Restaurant, Cianjur Regency, West Java. E3S Web of Conferences.
Nguyen, H. T. (2014). Factors Affecting Customer Satisfaction and Trust in an E-commerce Setting: a Case Study of Muachung. vn in Vietnam. AU-GSB e-JOURNAL, 7(1).
Nguyen, L., Nguyen, T. H., & Tan, T. K. P. (2021). An empirical study of Customers' satisfaction
And repurchase intention on online shopping in Vietnam. The Journal of Asian Finance, Economics and Business, 8(1), 971-983.
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.
Prasetyo, Y. T., Tanto, H., Mariyanto, M., Hanjaya, C., Young, M. N., Persada, S. F., Miraja, B. A., & 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), 76.
Ratasuk, A., & Gajesanand, S. (2022). Does Food Safety Build Customer Trust? The Mediating Role of Perceived Risk in Food Delivery Service in Bangkok during the COVID-19 Pandemic. Asia Social Issues.
Richa, D. (2012). Impact of demographic factors of consumers on online shopping behavior: A study of consumers in India. International journal of engineering and management sciences, 3(1), 43-52.
Rita, P., Eiriz, V., & Conde, B. (2023). The role of information for the customer journey in mobile food ordering apps. Journal of Services Marketing, 37(5), 574-591.
Senthil, M., Gayathri, N., & Chandrasekar, K. (2020). Changing paradigms of Indian food tech landscape-impact of online food delivery aggregators. International Journal on Food System Dynamics, 11(2), 139-152.
Shafiee, S. N. Z., & Wahab, M. R. A. (2021). Consumer attitude, satisfaction, food safety awareness, and purchase intention of food ordered through online food delivery using the mobile application in Penang Island, Malaysia. Malaysian Applied Biology, 50(2), 165- 175.
Sharma, J. K., & Kumar, N. (2019). Service Quality Satisfaction and Behavioral Intention: Mediation and Interaction Analysis in Electronic Food Ordering Services. Academy of Marketing Studies Journal.
Sobika, K. A., & Raj, S. V. (2021). A Study on Predicting Customer Willingness to Order Food Online During Covid-19 Pandemic Using Machine Learning Algorithms. 2021 4th International Conference on Computing and Communications Technologies (ICT),
Techarattanased, N. (2019). Service marketing mix and acceptance of technology affecting consumers' satisfaction through food delivery applications. International Conference on Management Science, Innovation and Technology,
Verhoef, P., Franses, P., & Hoekstra, J. (2002). The effect of relational constructs on customer referrals and number of services purchased from a multiservice provider: Does age of relationship matter? Journal of the Academy of Marketing Science, 30(3), 202-216.
Wang, X., Zhang, W., Zhang, T., Wang, Y., & Na, S. (2022). A study of Chinese consumers' consistent use of mobile food ordering apps. Sustainability, 14(19), 12589.
Published
2024-10-05
How to Cite
Fikry, A., Abdul, A. J., Sibghatullah, A., Muhammad, N. S., & Harun, Z. F. (2024). From Click to Cuisine: Navigating the Landscape of Customer Satisfaction in Online Food Delivery Apps. Information Management and Business Review, 16(3(I)S), 579-588. https://doi.org/10.22610/imbr.v16i3(I)S.4085
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Research Paper
Copyright (c) 2024 Amily Fikry, Azreen Joanna Abdul, Ameena Sibghatullah, Nur Shahrulliza Muhammad, Zatul Fahany Harun
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