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Examining Consumer Satisfaction in Online Food Delivery Services: Evidence from Foodpanda Users

Year: 2026

Type: article

Abstract: This study empirically analyzes the determinants of consumer satisfaction with Foodpanda’s delivery services among students in Melaka, Malaysia, focusing on customer service, promotional types and payment methods. Utilizing a quantitative survey of 168 respondents and analysis via SPSS 25.0, the results reveal that only customer service significantly influences consumer satisfaction. Payment methods and promotion types were found to have no statistically significant impact in this context. The findings conclude that the human element specifically customer service encounters is the primary driver of consumer satisfaction. Consequently, online food delivery platforms should prioritize enhancing customer support and delivery professionalism to maintain a competitive edge.

Source: International Journal of Academic Research in Business and Social Sciences

DOI: 10.6007/ijarbss/v16-i10/29087

Authors: Maryam Mohd Esa, Salbiah Nur Shahrul Azmi, Roslinawati Ibrahim, Noor Fariza Mohd Hasini, Roszi Naszariah Nasni Naseri

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: diamond

OpenAlex ID: W7222797603

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