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Drivers of Customer Satisfaction in Malaysia’s Online Food Delivery Services: A Pilot Study

Year: 2025

Type: article

Abstract: This pilot study investigates factors influencing customer satisfaction in Malaysia's online food delivery services. Using a quantitative approach, data were collected from 150 customers through an online survey. Structural Equation Modeling (SEM) was employed to analyse the relationships between system complexity, food quality, payment methods, service quality, time-saving, and customer satisfaction. Results indicate that system complexity, food quality, and service quality significantly impact customer satisfaction, while payment methods and time-saving do not. Food quality emerged as the strongest predictor of satisfaction. This study provides initial insights into customer preferences in Malaysia's online food delivery market, offering a foundation for future comprehensive research and practical strategies for service providers.

Source: International Review of Management and Marketing

DOI: 10.32479/irmm.17803

Authors: Nor Hasliza Mat Hasan, Nor Fauziana Ibrahim, Koh Cha Jun

Institutions: Multimedia University, Asia Metropolitan University

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Organizational Behavior and Human Resource Management

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: gold

Estimated APC paid: $300

OpenAlex ID: W4409446636

FWCI: 3.938

Cites:

Cited by: 3

Related to: 10