Evaluation of criteria for online food delivery services in Malaysia by using an Improved Consistent Fuzzy Preference Relation (i-CFPR)

Online food delivery (OFD) services is one of the important industries in Malaysia and the acceptance of OFD services in countries over the past year has been seen and well received. However, there are many complaints and comments in websites and OFD applications related to services provided by the companies. Hence, this study will evaluate the criteria of OFD services in Malaysia using a method proposed by Kamis et al. (2010) which is an improved Consistent Fuzzy Preference Relation (i-CFPR). A questionnaire pertaining to four main criteria followed by the sub-criteria is developed and distributed among students at Universiti Teknologi MARA (UiTM) Shah Alam. Based on the results, the criteria that OFD companies need to improve the most is economic (C1), followed by technology (C2), then service quality (C3) and social and environmental (C4). The most significant sub- criteria of C1 is delivery cost (C11), operational capability (C12) and risk management (C13). For C2, applications design (C21) is the most important sub-criteria, followed by real-time tracking system (C22) and the marketing techniques. Then, the ranking for sub- criteria of C3 that need to be improved the most is order fulfilment (C31), delivery speed (C32), convenience of payment (C33), online service level (C34), offline service level (C35) and the customer feedback (C36). Lastly, for sub-criteria C4 is health and safety (C41), information security (C42) and environmental impact (C43). From the result obtained, the objectives is to evaluate criteria for online food delivery services in Malaysia has been established. Then, the objective to rank the most effective criteria that contribute to OFD services by using an improved Consistent Fuzzy Preference Relations (i-CFPR) and to analyse the result obtained from i-CFPR achieved successfully. To obtain more precise findings, the sample size can be extended to include all Malaysian people.