Factors influencing customers’ satisfaction towards their utilization on online food delivery service

Tan, Shu Wen (2019) Factors influencing customers’ satisfaction towards their utilization on online food delivery service. Project Report. Universiti Teknikal Malaysia Melaka, Melaka, Malaysia. (Submitted)

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Abstract

Customers‟ satisfaction is the ability of a business to serve its customers and establish a long-term relationship with them. It is important for all business establishments as it influences the repeat visit or purchases of customers. However, it is not easy for organizations to achieve the customers‟ satisfaction in online food delivery (OFD) service. The aim of this research is to identify the factors influencing customers‟ satisfaction towards their utilization on OFD service. The factors influencing customers‟ satisfaction on OFD service include service quality, website quality, and food quality. The quantitative method is used in this research through questionnaire survey. The data is gathered from 384 respondents that had been ordered for OFD service in Kuala Lumpur. Service quality, website quality, and food quality are significant to the customers‟ satisfaction towards OFD service. The result showed that food quality is the most significant factor that influence customers‟ satisfaction on OFD service.

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