Customer’s Satisfaction: On the Food Delivery Apps

Abstract

During the new normal of the COVID-19 pandemic, online food delivery services became widely implemented, especially in the developing countries. The purpose of this study was to determine the relationship between the perceive severity, perceive ease of use and information quality (IV) towards the customer satisfaction in using online food delivery apps during the new normal of COVID-19 in Malaysia. The data was gathered up through on online survey questionnaires of 158 respondents relating to people who have experience using online food delivery apps. The results show that perceive severity, perceive ease of use and information quality has positive effect toward satisfaction in using food delivery app. Through this study, the researcher gains a further accurate explanation and understanding of factors that affect the satisfaction in using food delivery apps.