The factors that influence online food delivery and customer satisfaction in University Malaysia Kelantan City Campus

A system for online food ordering enables your business to accept and manage online orders for delivery or takeout. In this service model, customers take time to read the menu digitally through website or application and make their purchases and payments online. After that, the restaurants will receive the order specifics through the online food ordering system that they have chosen, and will produce the order so that it is available for delivery or client pickup (Nelson, 2022). Customers are able to order meals from a number of different restaurants, have it delivered to their home, and do it without having to leave their place of business. As a result of customers' growing need for convenience and ease of access, there has been an uptick in the demand for online meal delivery services (Khatri, 2022). The growth in demand of online food delivery rises drastically inside the market. Although the demand from consumers increase, there are some customers who have experienced bad service from the OFD resulting failure in fulfilling customer’s expectations. Customers usually complaints with the unfriendly-user online food application, problems with the unsecure payment method, late deliveries and so on. In order to fill the gap between the online food delivery and consumers, food delivery companies need to overcome the problems that hinders consumers from closing the gap. It is essential for online delivery companies to improve or reorganize in executing service to ensure better outcomes in the future. This study aims to identify the factors that influence the online food delivery and customer satisfaction among UMK students in City Campus. The research data used in this study are gained by the quantitative method with a total of 362 respondents. The target respondents for the study are students from the University Malaysia Kelantan City Campus. Researchers spread the questionnaires by using simple random sampling. By using the SPSS tools, the researchers analyze data with descriptive analysis, Reliability Test, Pearson Correlation coefficient, and the Hypothesis Testing result. The findings include Efficiency, Fulfillment, Privacy, and Responsiveness are significant factors that affect online food delivery and Customer Satisfaction. The implications shall implement a better understanding of the online food delivery service and a bigger view of the industry. References are included in the research to strengthen the study of factors that affect the online food delivery and the customer satisfaction.