The factors affecting customer satisfaction on food delivery apps in Kuala Lumpur, Malaysia

• Main Authors: Chow Jia Sin, Kaiyisah Mohd Apandi, Muhammad Azizi Muhmad Ahsin, Nurul Aisyah Rasmadi
• Format: Undergraduate Final Project Report
• Language: English
• Published: 2021
• Online Access: http://discol.umk.edu.my/id/eprint/3875/1/H18_2021.pdf; http://discol.umk.edu.my/id/eprint/3875/

This study was conducted to examine the factors affecting customer satisfaction on food delivery apps in Kuala Lumpur, Malaysia. The independent variables of this study comprised effort expectancy, performance expectancy and social influence, whereas the dependent variable in this study was customer satisfaction. This study had three objectives which are to examine the relationship between effort expectancy and customer satisfaction on food delivery apps in Kuala Lumpur, Malaysia, to identify the relationship between performance expectancy and customer satisfaction on food delivery apps in Kuala Lumpur, Malaysia and to analyze the relationship between social influence and customer satisfaction on food delivery apps in Kuala Lumpur, Malaysia. The quantitative research method was selected, and a questionnaire was used as the research instrument to collect data. A convenience sampling method was used, and 403 respondents were evaluated in this study. A structured questionnaire was used in this study. The data was collected using Google form. The data collected is analyzed using Statistical Packages for Social Science Version 26 (SPSS Version 26) software based on descriptive statistics, reliability analysis, and correlation analysis. As for the result, all of the independent variables (effort expectancy, performance expectancy, social influence) that had been studied in this research had relationships towards the dependent variable (customer satisfaction) on food delivery apps in Kuala Lumpur, Malaysia. Through this study, it will understand the factors influence customer satisfaction and a better understanding and knowledge that affect customer satisfaction.