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Customer Satisfaction towards Mobile Food Delivery Apps during Covid-19 Pandemic

Author

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  • Goh Mei Ling

    (Multimedia University, Jalan Ayer Keroh Lama, 75450, Melaka, Malaysia Author-2-Name: Ho Sew Tiep Author-2-Workplace-Name: Multimedia University, Jalan Ayer Keroh Lama, 75450, Melaka, Malaysia Author-3-Name: Ng Zhu Er Author-3-Workplace-Name: Multimedia University, Jalan Ayer Keroh Lama, 75450, Melaka, Malaysia Author-4-Name: Author-4-Workplace-Name: Author-5-Name: Author-5-Workplace-Name: Author-6-Name: Author-6-Workplace-Name: Author-7-Name: Author-7-Workplace-Name: Author-8-Name: Author-8-Workplace-Name:)

Abstract

" Objective - The objective of this study is to investigate the determinants of customer satisfaction towards the mobile food delivery apps during the COVID-19 pandemic. Methodology/Technique - Website quality, service quality, price, and convenience were hypothesised to explain customer satisfaction towards mobile food delivery apps. 200 respondents were recruited using convenience sampling. Due to COVID-19, the data collection was done using Google Form which consisted of respondents' profile and measurements for all the constructs in this study. All the instruments of the variables were adapted from previous studies. Partial Least Square Structural Equation Modeling (PLS-SEM) was performed to assess the measurements' validity and test the relationship among the variables. Findings - Convergent validity and discriminant validity which were assessed via measurement model were satisfactory. The R-square value obtained was 0.565. This indicates that, the model explains customer satisfaction by 56.5% towards mobile food delivery apps during the COVID-19 pandemic. The findings show that website quality and convenience have significantly influenced customer satisfaction towards mobile food delivery apps. Service quality and price, however, were found insignificant. Website quality has been found as the most important predictor of customer satisfaction. Novelty - This study provided an insight into the customer satisfaction towards the mobile food delivery apps from the new norm of COVID-19 measured perspective. The apps' website quality and the convenience of using the apps were revealed as important factors that impact customer satisfaction significantly during the pandemic period. Type of Paper - Empirical."

Suggested Citation

  • Goh Mei Ling, 2021. "Customer Satisfaction towards Mobile Food Delivery Apps during Covid-19 Pandemic," GATR Journals jmmr281, Global Academy of Training and Research (GATR) Enterprise.
    • Handle: RePEc:gtr:gatrjs:jmmr281
    DOI: https://doi.org/10.35609/jmmr.2021.6.3(5)
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    References listed on IDEAS

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    1. Dirsehan, Taşkın & Cankat, Ece, 2021. "Role of mobile food-ordering applications in developing restaurants’ brand satisfaction and loyalty in the pandemic period," Journal of Retailing and Consumer Services, Elsevier, vol. 62(C).
    2. John Hulland & Hans Baumgartner & Keith Marion Smith, 2018. "Marketing survey research best practices: evidence and recommendations from a review of JAMS articles," Journal of the Academy of Marketing Science, Springer, vol. 46(1), pages 92-108, January.
    3. Urvashi Tandon & Ravi Kiran & Ash Sah, 2017. "Analyzing customer satisfaction: users perspective towards online shopping," Nankai Business Review International, Emerald Group Publishing Limited, vol. 8(3), pages 266-288, August.
    4. Ju-Choel Choi, 2020. "User Familiarity and Satisfaction With Food Delivery Mobile Apps," SAGE Open, , vol. 10(4), pages 21582440209, November.
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    Cited by:

    1. Reham M. Algheshairy & Raghad M. Alhomaid & Mona S. Almujaydil & Hend F. Alharbi & Woroud A. Alsanei, 2022. "Influence of Using Food Delivery Applications on Adult Saudi Female Dietary Habits and Preferences during COVID-19 Lockdown Restrictions: Attitude Survey," IJERPH, MDPI, vol. 19(19), pages 1-14, October.

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    • M15 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - IT Management

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