Abstract
AbstractThe hit of the COVID-19 pandemic has impacted numerous business sectors, particularly food service establishments, globally. In an effort to curb the infection rate, many countries have imposed movement control orders which, among others, restrict or ban dining at restaurants and mass gatherings. Many studies reported that the food service sector has recorded billions of income losses during this pandemic. As part of survival strategy, most food service businesses switched to delivery services to make ends meet. This paper aimed to investigate the mobile service quality of one major food delivery provider in Malaysia. A quantitative approach was employed in this study with a convenient sampling plan to gather data. An online survey was administered to customers in Klang Valley who have been using mobile delivery apps for ordering their foods. The results indicated that high service quality increases the levels of customers’ satisfaction while using the food delivery service. This study is significant to the food businesses and the food delivery providers in understanding the customers’ expectations and how to improve their delivery services.KeywordsMobile service qualityCustomers’ experiencesFood delivery providerOnline surveyMalaysia
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