Food Quality and Online Food Delivery Services During Covid-19 Pandemic: Are Customers Satisfied?

Abstract

This study investigates the relationship between food quality and online food delivery service towards customer satisfaction during the COVID-19 pandemic. The research employed a non-probability sampling technique and a convenience sampling technique. A total of 385 respondents were taken as a sample, and the data was collected through an online questionnaire survey. Statistical Package for Social Science (SPSS) Version 26.0 software was used to determine the study's outcome. To summarize the key characteristics of the collected data, descriptive statistics are employed to analyze the relationship between variables, and a series of analyses were carried out by using Pearson Correlation Coefficient. The findings showed a positive result of food quality and online food delivery services toward customer satisfaction during the Covid-19 pandemic in Bukit Mertajam, Penang. This study met its main objectives by validating that food quality and online food delivery services has a significant influence on customer satisfaction during the COVID-19 pandemic.