Online food ordering & delivery service: a study of satisfaction among students residing in UiTM Pulau Pinang during Movement Control Order (MCO) / Fairuz Ahmad Faizar, Najua Mohd Ali and Siti Anis Adilah Tarmazi

Faizar, Fairuz Ahmad and Mohd Ali, Najua and Tarmazi, Siti Anis Adilah (2021) Online food ordering & delivery service: a study of satisfaction among students residing in UiTM Pulau Pinang during Movement Control Order (MCO) / Fairuz Ahmad Faizar, Najua Mohd Ali and Siti Anis Adilah Tarmazi. Journal of Tourism, Hospitality and Culinary Arts, 13 (3). pp. 139-147. ISSN 1985-8914 ; 2590-3837

Official URL: https://www.jthca.org/

Abstract

Because of the ease, cost and variety of cuisines offered; the distribution of food service through online food industry has evolved at an unprecedented rate all over the world (Dsouza & Sharma, 2020). In this pandemic, Movement Control Order (MCO) has been provided by the government for citizens to obey. One of the significant services has been food distribution. The MCO has helped to raise customer awareness and acceptance of online food delivery services. However, with the advent of the Online to Offline (O2O) era, the rise of various food delivery platforms not only provides consumers with more
choices, but also allows restaurant operators to reach more potential consumers and increase their additional revenue thus; making rooms for research to be done in accessing factors affecting satisfaction level among customers. Thus, the purpose of this study is to investigate the consumers’ level of
satisfaction towards online food delivery service. A quantitative study has been through with 215 respondents ranging from diploma and degree students’ residing in UiTM Permatang Pauh & Bertam campus was chosen as sample. A correlation analysis was conducted to determine the strength of the
linear correlation between variables. The finding revealed that quality, price and ease of use have a positive relationship towards satisfaction of using the online food delivery ordering service. From the findings it are often concluded that satisfaction towards the online food delivery services will significantly vary based from quality of food ordered or received, hygienic value of the delivery process, and price of food ordered online as well as the ease of use of the online food delivery services apps or platform.

Metadata

Item Type: Article
Creators:
Creators
Email / ID Num.
Faizar, Fairuz Ahmad
suriatyismail97@gmail.com
Mohd Ali, Najua
najuama@uitm.edu.my
Tarmazi, Siti Anis Adilah
anisadilah@uitm.edu.my
Subjects: T Technology > TX Home economics > Hospitality industry. Hotels, clubs, restaurants, etc. Food service
T Technology > TX Home economics > Food service
Divisions: Universiti Teknologi MARA, Selangor > Puncak Alam Campus > Faculty of Hotel and Tourism Management
Journal or Publication Title: Journal of Tourism, Hospitality and Culinary Arts
UiTM Journal Collections: UiTM Journal > Journal of Tourism, Hospitality & Culinary Arts (JTHCA)
ISSN: 1985-8914 ; 2590-3837
Volume: 13
Number: 3
Page Range: pp. 139-147
Keywords: Quality, Price, Satisfaction, Ease of use, Food Delivery
Date: December 2021
URI: https://ir.uitm.edu.my/id/eprint/67662
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