AN ANALYSIS OF THE FACTORS THAT IMPACT THE CUSTOMERS’ SATISFACTION ON ONLINE FOOD DELIVERY SERVICES IN PETALING JAYA, SELANGOR, MALAYSIA

Ravinna Kajandren, Nurfetin Afiqah Binti Ariffin, Prasenjit Manimaran, Daarshan Maniselvan, Vimalan Ravindran, Kumaran Kanapathipillai

Abstract


Gender equality in education has been an issue of interest in developing strategies for This research focuses on customer satisfaction with Malaysia's online food delivery (OFD) services. In this decade, the number of individuals who frequently purchased meals online climbed dramatically. People nowadays prefer their meals to be delivered instead of dining in a restaurant. Hence, it is crucial to understand the customers' expectations to manage a successful meal delivery business. People used to have to dine at restaurants or order takeout, but today OFD businesses provide convenience and have transformed customer behavior. This study also investigates the intrinsic and extrinsic factors influencing Malaysian's meal delivery satisfaction. Questionnaires were distributed to consumers in Petaling Jaya metropolitan area to collect and analyze data for this study. 384 respondents contributed to this study's findings, discussion, and conclusion. This study tested three independent variables that influence customers' satisfaction: hedonic motivation, price-saving orientation, and time-saving orientation. As a result, this study's three independent variables were statistically significant in satisfying customers. In conclusion, this study can be used to increase the usage of OFD services in the future. However, there are many factors to consider, as it was proven that the three independent factors positively contribute to customer satisfaction. Thus, the OFD service developers must create a solid impression that using OFD services is engaging and intriguing. Additionally, marketers must foster the idea that OFD services are integral to the user's lifestyle.

 

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hedonic motivation, time-saving orientation, price-saving orientation, customers’ satisfaction, online food delivery services

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