Consumers satisfaction towards e-Hailing food delivery services during Movement Control Order period: A case study in Selangor
DOI:
https://doi.org/10.37134/jsml.vol9.sp.1.2021Keywords:
e-hailing, food delivery, movement control order, satisfactionAbstract
The Malaysian government had decided to imposed on the Movement Control Order (MCO) starting from 18th March 2020 in order to break the chain of Covid-19 pandemic in the country. As such, people were encouraged to use e-hailing delivery services when ordering foods. As a result, the number of food delivery services had increased since then. This study was conducted to investigate the consumers satisfaction level towards e-hailing food delivery services in Selangor during the MCO period. An online survey was conducted among 220 customers who used e-hailing food delivery services during the MCO. The data was then analysed using Statistical Analysis System (SAS) OnDemand for Academics software. The results showed that the level of satisfaction among consumers was high ( = 3.30/4.00). The mean score for the factors that contributed to the satisfaction was also high such as service quality ( = 3.25/4.00), food quality ( = 3.25/4.00) and price ( = 3.01/4.00). The finding also showed that there exist significance correlation between consumers satisfaction and service quality (r = 0.75), food quality (r = 0.68) and price (r = 0.50). As a conclusion, since e-hailing food delivery services already established in Malaysia long before MCO, consumers were satisfied with the services even during the MCO. Furthermore, despite increasing number of orders during MCO, it showed that the services still maintaining the quality of the service, food quality and also the price.
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