Customer’s satisfaction: the role of food quality, service quality and ease of website in online food delivery

The internet is one of the fast-growing media around the world that make people do things easily and conveniently just at the tip of their fingers. Online food purchase has offered more comfort and flexibility to the customer. Therefore, the existence of online food purchase through online application have contributed to the expansion of various food companies. Thus, it has created a competitive environment among the online food companies to satisfy their customer. This study was conducted to analyse several factors that influence customer satisfaction in the scope of online food delivery. Factors such as food quality, service quality and ease of website has been identified to influence the customer satisfaction towards online food delivery. The data of the study were gathered from N=171 respondents that comprises of students from the hotel and tourism program through an online survey. The data received were analysed and discussed in relation to the factors of food quality, service quality and ease of website that may influence the customer’s satisfaction. The findings indicated that food quality, service quality and ease of web does have the significant correlation towards the customer satisfaction. Several recommendations were provided as a way forward for the similar research to be conducted in future.