The rapid growth of Online Food Delivery services in the Klang Valley, Malaysia, has significantly increased competition, making customer retention a critical concern. The current research aims to evaluate the impact of E-Service Quality constructions, including Ease of Use, Reliability, Security, and Responsiveness, on Purchase Intention, mediated by Customer Trust. A quantitative research design was used, with 180 active OFD users in Klang Valley as the target population. Data was collected using a self-administered survey, and the sampling strategy was purposive and snowball sampling. The results revealed that three E-SQ constructions, namely Ease of Use, Reliability, and Responsiveness, significantly influenced Customer Trust. Responsiveness was found to be the strongest predictor of Customer Trust. However, Customer Trust completely mediated the relationship between E-SQ constructs and Purchase Intention. The Security dimension was found to have no significant effect on Customer Trust. The model explained 75.7% and 73.6% of the variance in Customer Trust and Purchase Intention, respectively. The findings suggest that OFD services should focus on building Customer Trust by providing responsive, reliable, and user-friendly services.
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