Customer satisfaction on Foodpanda online delivery application: a systematic literature review / Nur Khairina Marsya Ahmad ... [et al.]

Post pandemic has presented food delivery businesses with advantageous circumstances to enhance their operational efficiency. Foodpanda as a prominent online platform for meal delivery services was designed to facilitate the seamless ordering and receipt of these products by customers. The primary aims of this study are to examine customer satisfaction on Foodpanda online delivery application. This secondary study obtained data from various sources such as textbooks, websites, published notes, reports, local and worldwide news, online articles, international papers, and previously conducted local studies. Based on the analysis from more than 30 articles, results have shown that among the factors are customer service quality, food varieties and promotional efforts, exert a substantial impact on customer satisfaction. Hence, it is imperative for Foodpanda as the online food delivery platforms to prioritize service quality dimensions and utilize switching obstacles as strategies to enhance customer satisfaction and foster repeat patronage