Customer satisfaction towards food delivery applications: A case study among household in Kuala Lumpur

Online food delivery services are expanding quickly, rapidly replacing offline restaurants in a very traditional way. This study found that young people are developing innovative solutions to address consumers' unmet needs, which is a key factor in today's business success. The goal of the study is to determine customer satisfaction towards food delivery applications: a case study among household in Kuala Lumpur. The independent variables of this study comprised delivery service, time, privacy/security and price whereas the dependent variable in this study was customer satisfaction. This study had four objectives which are to examine the relationship between delivery service and customer satisfaction on food delivery applications among household in Kuala Lumpur, to identify the relationship between time and customer satisfaction on food delivery applications among household in Kuala Lumpur, to analyze the relationship between privacy and customer satisfaction on food delivery applications among household in Kuala Lumpur and to investigate the relationship between price and customer satisfaction on food delivery applications among household in Kuala Lumpur. 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 384 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 (delivery service, time, privacy/security and price) 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.