Online Food Delivery Services Research Articles

Online food delivery services: cross-sectional study of consumers’ attitude in Malaysia during and after the COVID-19 pandemic

Background During the COVID-19 pandemic, Malaysian consumers were more likely to purchase food online and have it delivered to their doorstep. To stay afloat, many restaurants were pushed to provide online food delivery services (OFDS), and this sector has grown tremendously. However, will the trend persist after the pandemic? This study aims to look into how consumers’ perceptions of OFDS affect their attitude towards them. It investigates the relationship between convenience motivation, perceived ease of use, time-saving orientation and price-saving orientation in terms of future intent to use OFDS. Method Primary data was collected from 307 respondents in Malaysia using convenience sampling method through an online survey. Respondents’ demographic background was presented statistically in cross tabulation tables to study the ratio comparison implicitly. Consistent Partial Least Square approach and bootstrapping techniques with 5,000 subsamples was employed, with the aid of SmartPLS.V3 software, to identify the significant factors influencing consumers’ continuance intention after the pandemic. Result Perceived ease of use does not contribute significantly to continuance intention as most consumers have prior online purchase experience. Nevertheless, time-saving orientation has a positive correlation with perceived ease of use due to the simplicity of placing an order with just a click. It is also found that price-saving orientation is related to convenience motivation, particularly when prices can be compared on the websites or online ordering platforms. Consumers’ intention to continue using OFDS even after the COVID-19 pandemic is positively influenced by all the parameters studied, except for perceived ease of use. Conclusion Limited work has been done on the continuance intention to use OFDS beyond the pandemic. This study provides insight for food retailers on how to enhance their business and retain their customers with the support of technology, even after the COVID-19 pandemic.

Dine in or Takeout? Trends on Restaurant Service Demand amid the COVID-19 Pandemic

The COVID-19 pandemic has caused unprecedented damage to restaurant businesses, especially indoor dining services, because of the widespread fear of coronavirus exposure. In contrast, the online food ordering and delivery services, led by DoorDash, Grubhub, and Uber Eats, filled in the vacancy and achieved explosive growth. As a result, the restaurant industry is experiencing dramatic transformations under the crossfire of these two driving forces. However, these changes are not fully exposed because of the lack of firsthand data, let alone their potential consequences and implications. This study, thus, leverages foot traffic data to reveal and understand the trends of restaurant service demand through the pandemic. We devise a mixture model to decompose the aggregate foot traffic by dwelling time patterns into dine-in and takeout volumes. The transitions of demand structures are then identified for various restaurant sectors by service types, price levels, and locations. We observe that limited-service and budget restaurants saw a significantly faster recovery than full-service counterparts given their comparative advantages in adapting toward takeout channels. But, in the long run, our results suggest more robust demands for dine-in services at full-service restaurants, particularly those that provide more premium dining experiences. Comparatively, the off-line channels at limited-service restaurants appeared vulnerable to the cannibalization from online ordering and delivery channels, which strengthened even after society moved out of lockdown. Regionally, exurban restaurants seem to trend toward the takeout mode, whereas urban areas did not see a notable modal migration between dine-in and takeout from restaurants.

HRM practices in app work: exploring training and feedback in the food delivery ecosystem

Purpose This study aims to explore the human resource management (HRM) practices related to training and feedback in the app work industry, specifically in online food delivery service, and investigate the emotional and behavioral responses of gig workers. Design/methodology/approach This study adopts a qualitative approach by interviewing 19 gig workers from six food delivery firms operating in different countries. Findings The results show limited training and feedback opportunities are provided to app workers, although the complexity of training and delivery methods differ across platforms. To address this shortage, app workers developed response strategies relying on social interaction. Research limitations/implications This study adds to the research on HRM practices in the gig economy by portraying the way in which training and feedback unfold in the food delivery app ecosystem and by disclosing the gig workers’ emotional and behavioral responses to it. Practical implications This study shows that the way training activities are currently designed may provide little value to the ecosystem and are likely to produce negative emotional responses in gig workers. Thus, platform providers may make use of these findings by introducing more transparent feedback and social learning opportunities. Originality/value To the best of the authors’ knowledge, this study is among the first empirical studies on online delivery gig workers addressing specific HRM practices. It reveals significant insights for training and feedback, suggesting app economy characteristics strongly affect training and feedback practices for app workers.

AN ANALYTICS APPROACH TO STUDYING THE IMPACT OF ONLINE FOOD DELIVERY PARTNERS ON CUSTOMER SATISFACTION AT RESTAURANTS

The emergence of digital meal delivery platforms has completely changed the restaurant business and the way customers eat. This thesis looks into how online meal delivery partners affect restaurant patron satisfaction levels using an analytics-driven methodology. The studys objectives are to identify the critical elements that influence customer happiness and determine how delivery services affect a restaurants overall performance. The study technique makes use of a variety of datasets to conduct a multidimensional examination. The foundation of the analytical framework is made up of survey data on customer feedback. To enable thorough analysis, the data is carefully cleaned, integrated, and feature engineered. Through correlation analysis and predictive modelling techniques, the study scrutinizes the relationship between various parameters including delivery time, order accuracy, restaurant ratings, and customer satisfaction. Segmentation analysis is utilized to discern distinct customer preferences and behaviours, aiding in the identification of nuanced patterns. The findings unearth key insights into the factors that significantly influence customer satisfaction. The analysis unveils the impact of delivery partners on restaurant performance, delineating the critical facets that contribute to customer contentment in the context of online food delivery services. Leveraging analytics methodologies, we analyse various factors affecting customer satisfaction, including delivery time, order accuracy, customer service, and platform usability. The thesis culminates in actionable recommendations aimed at enhancing service quality and optimizing the delivery experience. The insights derived from the analytical study serve as a foundation for strategic enhancements, fostering collaborative improvements between restaurants and delivery partners. This research advances the understanding of the intricate dynamics between online food delivery services and customer satisfaction within the restaurant industry. It serves as a roadmap for restaurant owners, offering actionable strategies to elevate service standards and augment customer experiences in the evolving landscape of food delivery.

Delivering trust: how food safety performance drives loyalty across the online ordering journey

PurposeThis research delineates the interdependencies between e-service quality (e-SQ), product quality (PQ) and food biosafety measures (FBM) in shaping consumer satisfaction and loyalty within the online food delivery services (OFDS) landscape. Anchored by the technology acceptance model (TAM) and the theory of planned behavior (TPB), the study integrates these frameworks to examine how perceived service efficiency, reliability, product appeal and biosafety protocols contribute to overall consumer trust and repurchase intentions.Design/methodology/approachSurveys were conducted on several 100 online food delivery app users, ages 20 to 64, in major cities in Colombia, which provided data for structural equation modeling analysis.FindingsThe analysis revealed that reliable, responsive service and appealing food presentation significantly influence consumer perceptions of behind-the-scenes safety protocols during delivery. Strict standards around mitigating contamination risks and verifiable handling at each point further engender trust in the platform and intentions to repurchase among users. The data cement proper food security as pivotal for customer retention.Practical implicationsQuantitatively confirming biosafety’s rising centrality provides an impetus for platforms to integrate and promote integrity, safety and traceability protection as a competitive differentiator.Originality/valueThe study’s originality lies in its comprehensive exploration of the OFDS quality attributes and their direct impact on consumer loyalty. Besides, it offers valuable insights for both academic and practical implications in enhancing service delivery and marketing strategies.

FoodBlock: A secure and cost‐optimal framework for online food ordering using blockchain

AbstractThe internet has drastically changed trade and interpersonal interactions since the introduction of the pandemic. Food delivery services have expanded significantly in recent years. These services link customers with restaurants using the internet, enabling quick delivery of mobile meals. But as these businesses grow, dealing with problems like fraud and inefficiencies that may lower the quality of their services is more crucial than ever. This article lists the drawbacks of the existing food delivery services and recommends how to fix them. A blockchain‐based architecture is also used to increase security and reliability, and an auction process encourages fairness and transparency for both riders and restaurants. We have developed an auction model where the riders can quote the price they estimate for a particular delivery. Additionally, a machine‐predicted bid is also used to prevent the case where the riders would try to exploit the restaurants. This method leads to a better way of implementing online food delivery services, safeguarding the interests of customers, riders, and restaurants.

Are online meatball restaurants in Indonesia committed to their declared Halal label?

Background and Aim: Halal restaurants participating in online food delivery services do not require halal certification. The Halal status of products through the Halal logo provides the consumer with information on the basis of which he decides to buy. Online transactions involve potential risks related to online processes, payment methods, and product quality. The aim of this study was to determine whether a declared Halal label is in accordance with the business processes implemented. Materials and Methods: Halal authentication of Gofood's meatball partner products in Yogyakarta and Solo Raya determined the incompatibility of meatball ingredients. Sixty meatball samples were collected from Yogyakarta and 30 samples from Solo Raya. Halal certification test was carried out using the thermal cycle polymerase chain reaction method at Universitas Gadjah Mada Animal Husbandry Laboratory and the results were used to identify pork contamination in meatballs. The addition of pork or pork meatballs was used as a control. Results: Eight meatball restaurants in the Solo Raya and Yogyakarta areas were found to be contaminated with pig DNA. The results of the tracing materials and processes, i.e., the grinding stage, are critical because all samples were supposed to be made from beef. It is known from interviews that contamination with pig DNA at the milling stage was accidental. Conclusion: Restaurants that sell meatballs are committed to adhering to product labels that are 91.1% safe from pork contamination. The Halal and original beef labels were in accordance with their statements. This study highlights the concept of Halal authentication with traceability to overcome pork contamination in meat products. Keywords: halal authentication, halal supply chain, online food delivery, traceability.

Revealing repeat use intention of online food delivery services in Indonesia: what really counts?

ABSTRACT This study intends to explore individual behavior in reusing online food delivery services by examining their satisfaction and perception of other reviews (i.e. bandwagon effect) in Indonesia. The predictors of personal satisfaction (i.e. performance expectancy, habit, food quality, and service fulfillment) were also examined. The Unified Theory of Acceptance and Use of Technology (UTAUT) framework was used as a point of reference combined with the attribution theory to understand how people make causal explanations and use information from others. An explanatory hypothetical-deductive method was adopted by conducting an online survey with a purposive sampling technique targeting individuals who have experienced online food delivery in Indonesia. A total of 262 respondents who completed the questionnaire were considered valid for analysis. WarpPLS 6.0 was used to test the hypotheses. This study found that performance expectancy, habit, food quality, and service fulfillment are significantly good predictors of satisfaction, while satisfaction and bandwagon effect affect repeat use of online food delivery services. In addition, we found that the effect of performance expectancy and food quality on satisfaction is significant for customers who use the online food delivery service less frequently, confirming the law of diminishing marginal utility. Our study offers an integrative framework for understanding consumer behaviors in the context of online food delivery services, which has been partially studied.

PENGARUH PERCEIVED QUALITY DAN PRICE DISCOUNT TERHADAP LOYALITAS PELANGGAN PADA APLIKASI GRABFOOD

The high demand for food and beverage consumption by the public has become a business opportunity which PT Grab Indonesia has realized by opening the Grabfood service feature, which is an online food and beverage delivery service feature. Grabfood's rapid development cannot be separated from PT Grab Indonesia's ability to attract customers, such as providing a perceived quality experience for customers and providing price discounts to create customer loyalty. This study aims to determine how the effect of perceived quality and price discount on Grabfood customer loyalty in Medan City on the Grab application. The research method used in this research is quantitative. The population in this study were Grabfood customers, the sample was determined to be 100 respondents with a sampling technique using purposive sampling. The results of this study indicate that perceived quality and price discount have a significant effect on customer loyalty. The results of this study indicate that perceived quality (X1) and price discount (X2) have a significant effect on customer loyalty (Y). Based on the results of the determination test, it is obtained that the Adjusted R Square value is 0.296 (29.6%) the perceived quality and price discount variables simultaneously have an influence of 29.6% on the dependent variable customer loyalty. while the rest is influenced by other variables not examined in this study.

Food delivery competition in the digital economy: Price war strategy in a developing country

This study investigates how consumers make decisions when using online food delivery services in Thailand, with a particular focus on the price-related factors that influence their choices. The research adopts a mixed-method approach, combining quantitative and qualitative data collection and analysis. Quantitatively, data was gathered from 392 respondents through closed-ended questionnaires, and statistical analysis software was used, employing binary regression to explore the relationship between various independent variables (including gender, age, education, marital status, income, residence, experience, reasons, information sources, frequency, and expenses) and the price war strategy, which serves as the dependent variable. Qualitatively, in-depth interviews were conducted with ten purposively selected participants. The qualitative data were analyzed using content analysis and the NVivo software program. The study's results highlight the significant influence of income and information on the price-related decisions in Thailand's online food delivery market. Moreover, consumers in Thailand prioritize factors like price sensitivity, value perception, convenience, promotions, and cultural food preferences when selecting online food delivery services. This understanding is essential for businesses operating in this market to effectively meet consumer preferences and succeed in the competitive online food delivery industry.

The Customer Perspective on Food Delivery Applications: Insights from Saudi Arabia

In today’s technology-driven era, online platforms and applications have revolutionized various services, including food delivery and offering unparalleled convenience and efficiency. This surge in popularity of digital solutions is driven by consumers' growing technological dependency and their quest for seamless experiences. Consequently, more restaurants outsource delivery services to meet evolving consumer preferences. This study provides business operators with valuable insights into consumer preferences and behaviors regarding online food delivery applications. Specifically, it identifies the determinants influencing the adoption of such apps and explores the most popular apps among the Saudi subpopulation. Additionally, this study investigated the factors associated with the actual usage of online food delivery services. An analysis of the collected data revealed critical factors shaping consumer choices in food delivery services, notably the impact of social media reputation and advertisements. The proximity of restaurants has emerged as a significant determinant, profoundly influencing customer satisfaction and app preferences. Interestingly, while cost did not significantly drive consumers towards online food delivery services, the Jahez app stood out as the preferred choice because of its exemplary customer service. The findings of this study offer valuable insights for informed strategic decision-making within the food delivery ecosystem. Moreover, recommendations for future research are provided to foster a deeper understanding of and innovation in the online food delivery domain.

Prevalence of Overuse Syndrome of wrist in Food Delivery Employees

The rapid growth of online food delivery services has spotlighted the occupational hazards faced by food delivery employees, particularly the prevalence of wrist overuse syndrome. This condition, caused by repetitive movements, is exacerbated by the nature of delivery work, including continuous gripping of handlebars, smartphone use, and lifting heavy bags. Ergonomic challenges and pressure to meet delivery deadlines compound the risk. This study examines the prevalence of overuse syndrome of the wrist among food delivery employees, a population increasingly reliant on repetitive wrist movements due to the demands of their occupation.

Online Food Delivery Practices and Association with Body Mass Index among University Students

This study aims to investigate the utilisation of online food delivery among 150 undergraduate students. 71.3% of participants used the online food delivery (OFD) services. Fast food was the top type of meal bought online. Participants pay more attention to the price of the food than the nutritional value. Participants perceived unhealthy foods online because they were high in salt, sugar and oil. A Pearson chi-square test revealed a statistically significant association between body mass index and OFD. In conclusion, the present study shows that participants place less emphasis on the nutritional value of food when ordering online.

Factors Influencing Customer Switching Intentions in Online Food Delivery: A Perspective of The Push-Pull-Mooring Model

The online food delivery applications born in the digital era have transformed the habits of users in meeting their needs through these platforms. With the convenience of ordering various cuisines from the comfort of their homes, customers experience significant time and energy savings. In this context, service providers must deliver acceptable service quality; otherwise, customers will swiftly switch to competitors offering better value. This research aims to identify the driving, pulling, and anchoring effects on the intention of customers to switch between online food delivery services, utilizing the Push-Pull-Mooring framework to evaluate the relationships between variables. The study employed Structural Equation Modeling of the Partial Least Squares (SEM-PLS) type. The research findings indicate that push effects and pull effects have a positive influence on switching intention, while mooring effects do not positively impact switching intention. Furthermore, the study reveals that mooring effects do not moderate the relationship between push effects, pull effects, and switching intention. These evaluation results can serve as guidance for online food delivery companies, assisting them in enhancing their services to build strong relationships with existing customers and attract new ones.

Mining the sustainability of takeaway businesses in online food delivery service supply chain

The online food delivery service supply chain constitutes a crucial element in achieving sustainable development goals. With its prosperity, an increasing number of takeaway businesses are drawn to this sector. As their numbers rise, issues such as profitability resilience, environmental friendliness, and fulfillment of social responsibility emerge, posing potential disruptions to the service supply chain. Against this backdrop, our endeavor is to mine the sustainability of takeaway businesses using the triple bottom line. We propose a two-stage approach involving the Bayesian best-worst method and a data mining technique to derive the weights of sustainability criteria and the clusters of takeaway businesses. Subsequently, a case study is conducted focusing on takeaway businesses on the Ele.me platform in China. The results highlight economic sustainability as the most valued criterion, followed by social and environmental sustainability. Clustering outcomes reveal four distinct levels of sustainability, with a stronger performance in social sustainability compared to environmental and economic dimensions. Further discussions explore the relationship between sustainability levels, cuisine categories, and business size. Consequently, this study suggests an effective approach for advancing sustainability initiatives within the online food delivery service supply chain.

Online Food Delivery Service Satisfaction, Food Choices, and Usage Frequency Among UPLB Students Aged 18-24 During the COVID-19 Pandemic

Lockdown measures brought about by the COVID-19 pandemic have notably shifted food purchasing behavior towards online food delivery services (OFDS). This study investigates consumer satisfaction with OFDS and their relationship to food choice and frequency of use among 18-24-year-old University of the Philippines Los Baños (UPLB) students. Through a survey of 80 students who used OFDS during the pandemic, our results revealed that while price significantly influences food choice, the quality of online service (E-service quality or ESQ) results in customer satisfaction. Notably, our analysis reveals a strong, positive relationship between food choice factors (i.e., mood, convenience, sensory appeal, natural content, and price) and consumer satisfaction factors (i.e., time-saving orientation (TSO), hedonic motivation (HM), price-saving orientation (PSO), convenience motivation (CM), food quality (FQ), and ESQ), which, in turn, correlates with increased usage frequency. These findings highlight the importance of a comprehensive approach in online food service offerings to enhance well-being by addressing the key factors influencing consumers’ food choices and satisfaction. Our study suggests that improving factors such as hedonic motivation could encourage frequent use of OFDS, underscoring the need for targeted strategies to cater to young adult preferences in the changing dynamics of food delivery services

Evaluating The Use Of Multi-Sided Platforms On The Brand Performance Of Malaysian SME Food Outlets

The Malaysian food industry has been increasingly using the services of multi-sided platforms (MSPs) to offer online food delivery services, especially in urban cities such as Kuala Lumpur and Penang. Various global research has also found consistent indications that this trend will continue to grow over the next few years. This service involves the active collaboration between MSPs such as GrabFood and Foodpanda, delivery riders, end consumers, and food outlets. While there are many studies that evaluate the MSP business model and consumer behavior in this industry, there are limited studies that focus on the perspective of the food outlets. This study will address this research gap while focusing specifically on Malaysian SME food outlets to see if using MSPs to offer online food delivery services can improve their brand performance, both in terms of financial performance and brand equity. In addition, the study evaluates the effect that a food outlet’s intellectual capital has on the decision to use MSPs. The study also includes perceived environmental turbulence as a moderating variable on the relationship between MSPs and brand performance. The result of the study shows the impact of different intellectual capital assets on business model innovation activity. It also shows that there is no significant moderating impact of environmental turbulence on this industry even though there is evident turbulence. Lastly, the results show that using MSPs does improve the brand performance of Malaysian SME food outlets.

Service Quality and Customer Loyalty in the Online Food Delivery Service Industry

There has been a significant increase in revenue in the online food delivery sector, reaching 43.2%, as a result of the COVID-19 pandemic in Indonesia. Prior to the pandemic, consumers would occasionally order food for delivery, but now it has become a regular practice. Currently, GoFood, GrabFood, and ShopeeFood dominate the food delivery market in Indonesia. This trend presents both opportunities and challenges for businesses, as it creates a more competitive ecosystem. Therefore, it is crucial for online businesses to cultivate loyal customers in this environment. This study aims to investigate the extent of customer loyalty to online food delivery services and explore the possible mediating effects of customer satisfaction and corporate image. The research population is an unknown number of consumers of GoFood, GrabFood and ShopeeFood in Denpasar - Bali. The technique of determining the sample using purposive sampling, the number of respondents as many as 122 people. The research instrument used a questionnaire, which was analyzed by SmartPLS. This study found that service quality does affect customer loyalty, but the effect is not statistically significant. In contrast, research shows that customer satisfaction and corporate image are significant mediators in the relationship between service quality and customer loyalty. The implication for service providers is to focus on increasing customer satisfaction and maintaining a positive corporate image to increase customer loyalty. This can be achieved through regular evaluation and service innovation, which can lead to a successful business.

Modelling the significance of food delivery service quality on customer satisfaction and reuse intention.

The millions-worth revenue derived from large-scale food delivery characterises the service as a relatively established phenomenon with potential growth. The current cross-sectional research examined online food delivery service quality on consumer satisfaction and reuse intention. Service quality was divided into seven categories (i.e., reliability, assurance, security, maintaining food quality, system operation, traceability, and perceived service value). Perceived service value offer the unique understanding of the online food delivery consumer satisfaction. Empirical data were elicited from 1352 valid respondents and subsequently assessed through the partial least square structural equation modelling. Findings revealed that reliability, assurance, maintaining food quality, system operation, traceability, and perceived service value could elevate customer satisfaction and optimize the intention to reuse food delivery services. Specific measures to improve service quality, including staff training, improved after-sales service, and system optimisation, were proposed to increase users' satisfaction and intention to reuse optimally.

Perception of Customer Experience Towards Customer Loyalty in Online Food Delivery Services in Thailand: Exploring in Generation Z

The relationship between customer experience towards customer loyalty in online food delivery services in Thailand has been the subject of a few studies on customers in Generation Z. This study aims to explore the effect of the perception of customer experience, customer satisfaction, and customer loyalty, focusing on Generation Z in online food delivery service. The samples are randomly selected from 400 respondents from Generation Z in Thailand. This analysis uses quantitative research and statistical assessment, including descriptive statistics, Exploratory Factor Analysis (EFA), and Linear Regression Analysis. The result of EFA indicates that the perception of customer experience is identified by 3 factors: namely 1) food quality, 2) convenience and reliability of service, and 3) price. Moreover, the linear regression analysis shows that food quality, convenience and reliability of service, and price are significant motivating factors of customer satisfaction. As a result, customer satisfaction has a positive effect on customer loyalty.