This study investigates the relationship between food quality and online food delivery service towards customer satisfaction during the COVID-19 pandemic. The research employed a non-probability sampling technique and a convenience sampling technique. A total of 385 respondents were taken as a sample, and the data was collected through an online questionnaire survey. Statistical Package for Social Science (SPSS) Version 26.0 software was used to determine the study's outcome. To summarize the key characteristics of the collected data, descriptive statistics are employed to analyze the relationship between variables, and a series of analyses were carried out by using Pearson Correlation Coefficient. The findings showed a positive result of food quality and online food delivery services toward customer satisfaction during the Covid-19 pandemic in Bukit Mertajam, Penang. This study met its main objectives by validating that food quality and online food delivery services has a significant influence on customer satisfaction during the COVID-19 pandemic.
Abdullah, D., Hamir, N., Nor, N. M., Krishnaswamy, J., & Rostum, A. M. M. (2018). Food Quality, Service Quality, Price Fairness and Restaurant Re-Patronage Intention: The Mediating Role of Customer Satisfaction. International Journal of Academic Research in Business and Social Sciences, 8(17), 211–226.
Ahmad, A., & Al-Tit. (2015). The Effect of Service and Food Quality on Customer Satisfaction and Hence Customer Retention. Asian social science, 11(23), 129. 10.5539/ass.v11n23p129
Annaraud, K., & Berezina, K. (2020). Predicting satisfaction and intentions to use online food delivery: What really makes a difference? Journal of Foodservice Business Research, 23(4), 305-323.
Aprilivianto, Sugandini, D., & Effendi, M. I. (2020). Trust, Risk, Perceived Usefulness, and Ease of Use on Intention to Online Shopping Behavior. https://doi.org/10.5220/0009963302510256
Baki, R., Birgoren, D. B., & Aktepe, D. A. (2018). Rahmi, B. A. K. I., Birgoren, B., & Aktepe, A. (2018). A meta-analysis of factors affecting perceived usefulness and perceived ease of use in the adoption of e-learning systems. Turkish Online Journal of Distance Education, 19(4), 4-42.
Chai, L. T., & Yat, D. N. C. (2019). Online food delivery services: Making food delivery the new normal. Journal of Marketing advances and Practices, 1(1), 62-77.
Chamhuri, N., & Batt, P. (2015). Consumer perceptions of food quality in Malaysia. British Food Journal. 117. 1168-1187. 10.1108/BFJ-08-2013-0235.
Chen, M., Hu, M., & Wang, J. (2019, December 11). Food Delivery Service and Restaurant: Friend or Foe? Social Science Research Network. https://poseidon01.ssrn.com/delivery.php
Goertzen, M. J. (2017). Introduction to Quantitative Research and Data. Library Technology Reports, 53(4), 12-18.
Gupta, M. (2019). A Study on Impact of Online Food delivery app on Restaurant Business special reference to zomato and swiggy. International Journal of Research and Analytical Reviews, 6(1), 889-893. http://ijrar.com/upload_issue/ijrar_issue_20542895.pdf
Haghighi, M., Dorosti, A., Rahnama, A., & Hoseinpour, A. (2012). Evaluation of factors affecting customer loyalty in the restaurant industry. African Journal of Business Management, 6(14), 5039-5046. 10.5897/AJBM11.2765
Handoko, L. P. (2016). The effect of product quality and delivery service on online-customer satisfaction in Zalora Indonesia. Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis dan Akuntansi, 4(1), 1189-1199.
Hansen, J. M., Saridakis, G., & Benson, V. (2018). Risk, trust, and the interaction of perceived ease of use and behavioral control in predicting consumers’ use of social media for transactions. Computers in human behavior, 80, 197-206. https://doi.org/10.1016/j.chb.2017.11.010
Herawati, T., Hidayah, N., & Djakasaputra, A. (2021). The Effects of Perception of Ease, Experience, Company’s Reputation, and Cost Effectiveness on Repurchase Intention Among Online-Food-Delivery (OFD) Consumers in Jakarta. Atlantis Press B.V., 174, 88-94
Hussien, F. M., & Mansour, N. M. (2020). Factors Affecting Customer Satisfaction towards Mobile Food Ordering Applications (MFOAs). The Scientific Journal of the Faculty of Tourism and Hotels, Alexandria University, 17(1), 17-35.
Kant, R., & Jaiswal, D. (2017). The impact of perceived service quality dimensions on customer satisfaction: An empirical study on public sector banks in India. International Journal of Bank Marketing, 35(3), 411-430. https://doi.org/10.1108/IJBM-04-2016-0051
Krejcie, R. V., & Morgan, D. W. (1970). Determining sample size for research activities. Educational and psychological measurement, 30(3), 607-610. https://doi.org/10.1177%2F001316447003000308
Kwong, G. S., Ryue, N. S., Yi, W. S., & Lily, C. (2017). Outsourcing to online food delivery services: Perspective of F&B business owners. Journal of Internet Banking and Commerce, 22(2).
Leninkumar, V. (2017). The Relationship between Customer Satisfaction and Customer Trust on Customer Loyalty. International Journal of Academic Research in Business and Social Sciences, 7(4), 450-465.
Namkung, Y., & Jang, S. (2007). Does Food Quality Really Matter in Restaurants? Its Impact on Customer Satisfaction and Behavioral Intentions. Journal of Hospitality & Tourism Research, 31(3), 387–409.
Okumus, B., Ali, F., Bilgihan, A., & Ozturk, A. B. (2018). Psychological factors influencing customers’ acceptance of smartphone diet apps when ordering food at restaurants. International Journal of Hospitality Management, 72, 67-77. https://doi.org/10.1016/j.ijhm.2018.01.001
Prabowo, G. T., & Nugroho, A. (2019). Factors that Influence the Attitude and Behavioral Intention of Indonesian Users toward Online Food Delivery Service by the Go–Food Application. Atlantis Press, 72, 204 - 210. https://doi.org/10.2991/icbmr-18.2019.34
Prasetyo, Y. T., Tanto, H., Mariyanto, M., Hanjaya, C., Young, M. N., Persada, S. F., Miraja, B. A., & Redi, A. A. N. P. (2021). Factors Affecting Customer Satisfaction and Loyalty in Online Food Delivery Service during the COVID-19 Pandemic: Its Relation with Open Innovation. Journal of Open Innovation: Technology, Market, and Complexity, 7(1), 76.
Rahim, N. M., & Yunus, N. F. A. M. (2021). Consumers satisfaction towards e-Hailing food delivery services during Movement Control Order period: A case study in Selangor. Journal of Science and Mathematics Letters, 9, 1-9. https://doi.org/10.37134/jsml.vol9.sp.1.2021
Sjahroeddin, F. (2018). The Role of E-S-Qual and Food Quality on Customer Satisfaction in Online Food Delivery Service. Prosiding Industrial Research Workshop and National Seminar, 9, 551-558. 10.35313/IRWNS.V9I0.1097
Suhartanto, D., Helmi Ali, M., Tan, K. H., Sjahroeddin, F., & Kusdibyo, L. (2019). Loyalty toward online food delivery service: the role of e-service quality and food quality. Journal of foodservice business research, 22(1), 81-97.
Szymanski, D. M., & Henard, D. H. (2001). Customer satisfaction: A meta-analysis of the empirical evidence. Journal of the academy of marketing science, 29(1), 16-35.
Tech, J. E. T. (2020). The influence of online food delivery service quality on customer satisfaction and customer loyalty: the role of personal innovativeness. Journal of Environmental Treatment Techniques, 8(1), 6-12.
Wei, K. L., & Nurul, S. A. (2020). The Motivation to Adopt E-commerce Among Malaysian Entrepreneurs. Journal Organizations and Markets in Emerging Economies, 11(1), 189-202.
World Health Organization. (2020). Responding to community spread of COVID-19. Interim Guidance, 1-6. https://apps.who.int/iris/bitstream/handle/10665/331421/WHO-COVID-19-Community_Transmission-2020.1-eng.pdf
Yeo, V. C. S. (2017). Consumer experiences, attitude and behavioral intention toward online food delivery (OFD) services. Journal of Retailing and Consumer Services, 35, 150–162. https://doi.org/10.1016/j.jretconser.2016.12.013
Yusof, Z. S. B. M., Yusof, F. B. M., & Yusof, Y. B. M. (2016). Determinants towards Food Delivery Service through E-Commerce in Pasir Gudang Area. Journal of Modern Education Review,, 6(9), 622-631. http://www.academicstar.us/UploadFile/Picture/2017-1/201719225352989.pdf
Yusra, & Agus, A. (2019). The Influence of Online Food Delivery Service Quality on Customer Satisfaction and Customer Loyalty: The Role of Personal Innovativeness. Journal of Environmental Treatment Techniques, 8(1), 6-12.
Zhang, X., & Xiang, S. (2019). Learn About Reliability Analysis and Factor Analysis in SPSS With Online Shopping Data (2006). SAGE Publications, Limited.
