Online Food Delivery (OFD) applications have become integral to modern consumer behavior, offering convenience in food and beverage purchases. However, challenges such as inconsistent user experiences, safety concerns, unreliable delivery, and food quality issues continue to impact customer satisfaction and purchase behavior. This research explores the factors influencing Customers’ Online Purchase Behavior (COPB) on OFD platforms in Malaysia, using the Unified Theory of Acceptance and Use of Technology (UTAUT2) framework. Data was collected through convenience sampling from OFD users in the Klang Valley region, and analyzed using descriptive and inferential statistics via the Statistical Package for Social Sciences (SPSS) and Partial Least Squares Structural Equation Modelling (PLS-SEM) respectively. The findings indicate that Social Influence, Hedonic Motivation, Price Value, Habit, and Trialability significantly impact COPB. Among these, Social Influence had the strongest positive effect (β = 0.171, p < 0.001), suggesting that users’ decisions are strongly influenced by the perceptions of others. However, Performance Expectancy, Effort Expectancy, and Facilitating Conditions were not found to significantly influence COPB. This lack of significance could be attributed to the mature technological infrastructure in Malaysia and the normalization of OFD applications. The study concludes that OFD service providers should focus on enhancing social connections, user enjoyment, competitive pricing, and habitual usage to boost customer satisfaction and loyalty. This research offers valuable insights for industry practitioners and suggests areas for future research, particularly regarding the role of performance-related factors in a mature market context.
Read full abstract