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The impact of the operational performance of food delivery companies on customer satisfaction during the pandemic: a case study of Foodpanda Malaysia


Dona Ayu Shendra (2023) The impact of the operational performance of food delivery companies on customer satisfaction during the pandemic: a case study of Foodpanda Malaysia. Masters thesis, Universiti Malaysia Kelantan. (Submitted)


This study aims to identify the factors that influence Foodpanda's customer satisfaction. The factors influencing food delivery applications to meet consumer demands will impact the application's function and eligibility. Good factors will result in ratings and will boost the application's growth. The low-quality factors, such as the delivery time estimate, will influence other consumers. Every restaurant's assessment will make the consumer satisfied with their selection. Consumers will abandon Foodpanda and will not recommend it to others. As delivery companies, Foodpanda's companies have experienced growth during the MCU. It substantially increased the demand for food and supply delivery services. During the pandemic, Foodpanda's customers experienced the convenience of food delivery and now embrace the service without reservation. The COVID-19 outbreak has a silver lining for Foodpanda. Foodpanda is currently one of the most successful food delivery services available. A high level of customer satisfaction will directly enhance Foodpanda's business performance. It has endeavored to provide its customers with the finest services and experiences to preserve their future business performance.
Based on the finding of this study, Foodpanda has several issues that should be focused on and solved. The company will advance more successfully with the help of those with strong problem-solving skills. Those needing more skills to solve problems would inevitably suggest ineffective solutions to fundamental business problems, which either fail to address the root or worsen the problem. Several recommendations required consideration. First, Foodpanda's management should consult with restaurants to expand their cuisine selection. Foodpanda should require restaurant owners to offer consumers a more comprehensive selection of cuisines. It will make the consumer satisfied with their Foodpanda cuisine selection. In addition, Foodpanda should improve its promotions by creating more vouchers for each meal. In addition, Foodpanda should enhance its consumer service. Foodpanda's customer service must have a strong relationship with customers, but the company can improve by assisting new consumers who need help using the application. This research concludes with a recommendation for Foodpanda to enhance its quality and value.

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Additional Metadata

Item Type: MBA/DBA Final Project Report
Collection Type: Thesis
Date: 2023
Subject Heading: Food delivery services
Subject Heading: Service industries
Subject Heading: Consumer satisfaction
Subject Heading: Pandemics
Number of Pages: 48
Call Number: TX945.45 .D66 2023 tes
Supervisor: Dr. Adams Adeiza
Institution: Universiti Malaysia Kelantan
Faculty/Centre/Office: Malaysian Graduate School of Entrepreneurship and Business
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