KEY FACTORS THAT INFLUENCE CUSTOMERS’ SATISFACTION TOWARDS FOOD E-DELIVERY DURING THE MOVEMENT CONTROL ORDER IN KLANG VALLEY, MALAYSIA

Publication Date : 19/09/2021


Author(s) :

FOONG KAH KHIN, LEE NYUK LING.


Volume/Issue :
Volume 6
,
Issue 3
(09 - 2021)



Abstract :

This paper aims to investigate and identify the factors that influence customers’ satisfaction towards food e-delivery during the movement control order in Klang Valley, Malaysia that includes the areas Shah Alam, Subang Jaya, Klang and Setia Alam. The use of SPSS (Statistical Package for the Social Sciences) has implemented to analyse this research. This study uses purposive sampling to carry out the study. The respondents are only to users who uses food e-delivery service in Klang Valley. A total of 384 respondents were collected in this research. The results show that web design has the highest level of satisfaction 319 (83.1%), followed by service quality at 317 (82.6%) and price at 284 (74%). The results show that there is a moderate linear relationship between service quality, price and web design towards customer’s satisfaction in Klang Valley. There is a moderate level variant (R=549a) (R=.302b) that explains the customers’ satisfaction towards food e-delivery. This research framework consists of service quality, price and web design that was adapted from Lee, Sung, & Jeon (2019) & Lu et al (2019). This study can bring benefits to different parties’ members such as stakeholders, business partners, consumers, and future researchers.


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