User satisfaction on Food Delivery Application (FDA) in Klang Valley / Noor Aqilah Zainal Abiddin and Irni Eliana Khairuddin

The Food Delivery Application (FDA) have been widely adopted by catering businesses and customers as an emerging online-to-offline mobile technology. Food Delivery Application (FDA) have been widely regarded in the restaurant industry as innovative channels for reaching customers and providing high-quality services. The goal of this study is to extend the UTAUT2 model framework to determine the interrelationship between the independent variables which chiefly include end-user interface, information quality, and service quality with its user satisfaction on Food Delivery Application (FDA) as a dependent variable through quantitative method. A total of 259 respondents were responding to this study. Throughout this study, a statistical tool called Statistical Package for the Social Science (SPSS) version 23 was used to analyse the collected data. Hence, descriptive statistics and Kendall correlation were applied to this study as well. The results of this study were clearly shown that the independent variables (end-user interface, information quality, and service quality) had a positive impact on the dependent variable (user satisfaction) on Food Delivery Application (FDA). Also, it suggested for future research to conduct this similar study to be extended to determine other determinants factor that influence perceived service value in the Food Delivery Application (FDA).