FIRST SEMESTER SESSION 2020/ 2021

BPMN 3143
RESEARCH METHODOLOGY
GROUP A
GROUP ASSIGNMENT

PREPARED BY:

NAME MATRICS NO.

TEH SHU LING 261687
CHEW HOOI MIN 263017
OOI YUN RUH 263023
HO ZEE CHYN 263042
WONG JIE YING 263216

PREPARED FOR:

DR. NORZALILA BINTI JAMALUDIN

SUBMISSION DATE: 18th January 2021

ABSTRACT
This project is to study the continuous use intention towards food delivery apps
among users. Food delivery is a courier services that brings great food from the local
restaurant, straights to the doorsteps of hungry customers. The food delivery services
are on the rise in many developing countries. Customer prefer to purchase food
online and have it delivered to their designated location. Sitting at their comfort zone
while scrolling through their smartphone, selecting orders and wait for their food to
be delivered. So, the purpose of this study is to study the relationships between
information quality, delivery reliability and customer privacy and data towards
continuous use intention towards food delivery apps among users. Users in Sintok,
Kedah, Malaysia were selected as the sample in this study. This survey used 200
questionnaires to be online distributed to the users using Google forms. The results
show that all the variables of information quality, delivery reliability and customer
privacy and data have a certain degree of relationship with continuous use intention
towards food delivery apps. Descriptive analysis, reliability analysis and regression
analysis were chosen as data analysis techniques.

Keyword: Information Quality, Delivery Reliability, Customer Privacy and Data,

Continuous Use Intention towards Food Delivery Apps.

Table of Contents

Contents Page No.

CHAPTER 1: Introduction 1

1.0 Introduction 1

1.1 Background of the study 1-2

1.2 Problem statement 2-3

1.3 Research Questions (RQs) and Research Objectives (ROs) 3

1.4 Scope of the study 4-5

1.5 Relevance of the study 5

Chapter 2: Literature Review 6

2.1 Definition and concept of investigated variables 6-9

2.2 Theoretical background 9

2.3 Theoretical framework 9

2.4 Development of Research Hypothesis 10

2.4.1 Relationship between IV1 and DV 10

2.4.2 Relationship between IV2 and DV 10-11

2.4.3 Relationship between IV3 and DV 11

Chapter 3: Methodology 12
3.1 Research design 12

3.2 Population, sample, and unit of analysis 12

3.3 Sampling design 12-13

3.4 Data sources 13

3.5 Operationalization and measurement of variables 13-14

3.6 Data collection methods 14-15

3.7 Data analysis 15-16

 CHAPTER 1
INTRODUCTION

1.0 Introduction
This research was conducted to explore the influence factors of information
quality, customer’s data privacy, and delivery reliability toward users’ continuous use
intention of food delivery apps in Sintok, Kedah. This chapter will explain the
background of the study, problem statement, research questions (RQs) and research
objectives (ROs), scope and relevance of the study.

1.1 Background of the Study

The concept of food delivery service has been dated back to as old as Ancient
Rome in the early 753 B.C. - 476 A.D. Ancient Romans enjoyed the idea of quick
meals as much as we did in the modern period. They served meals from large clay
pots at a counter that store and held food hot, similar to how we serve fast food today.
The concept of a fast food delivery service became widely popular during the 1950s.
Since most people would choose to go home for dinner rather than having in
restaurant. This is because home is more relax than in restaurant and there was a TV
at home. Most families prefer to eat their meals while watching their favourite TV
shows, leading to a dramatic decline in restaurant customers.

With the growth of modern technology, there have been a range of

improvements to food delivery systems in recent years. Most renowned restaurants
have introduced toll-free numbers so that consumers can dial these numbers without
being charged for the phone call. Furthermore, the principle of free delivery of food
to one’s homes was well-appreciated by customers. Not only do clients call the
restaurants for free, but they can also get a hold of the food they ordered without any
transaction fees. This indicates that in the modern food and restaurant industry, food
delivery services play a significant role, and this has proven to be a major factor that
influences consumer demand.

Today, we are being introduced to the concept of buying food online and
receiving our food from food delivery apps. In Malaysia, through food delivery apps

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such as Foodpanda, Grab Food, and LOLOL, one can easily order food online.
Previous studies have shown that price is a significant variable, but other factors such
as product and service quality are important in the purchasing decision process of
consumers (Giovanis et al., 2013). Therefore, there are other factors that may impact
the customers purchasing power.

This research offered an overview of what the customers think, what the
uncertainties they are faces, whether or not the service is effective. It provided full
detail on the issues customers are facing. The paper helps to consider consumers in a
wider way from a managerial point of view. It has helped to analyse different
variables such as choice, reliability, liking, etc., based on the study of customer
perception.

1.2 Problem Statement

Every day, thousands of users are on the line and they are a major demand for
the online food industry in the online food market. Based on figure 1, online food
delivery market are rising annually. The majority of customers who like to use food
delivery apps are women, 69.5%, while men are 30.5% based on figure 2. In
addition, the age of customers who are likely to shop using food delivery apps is
between 15-24 years old, which is 63%. The lowest food delivery apps users are 50-
64 years old, which is just 2%. This shows that young people, such as undergraduate
students, tend to purchase food online because it saves time and convenience. They
don’t need to think about going out and buying food. The food delivery market
should be aware that it is important for customers to play a major role in the online
food industry and to recognise factors that mainly influence the purchasing desire.

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 Figure 1 : Malaysia Online Food Delivery Market, 2015-2025
Source from: https://www.adroitmarketresearch.com/industry-reports/malaysia-
online-food-delivery-market

Figure 2 : Gender and Age with the choice of using food delivery apps

Source from:
https://www.researchgate.net/publication/341604570_Consumer_Decision_on_Onlin
e_Food_Delivery

Online food delivery has become an experience for most people, but there is
consumer who refuse and do not prefer to shop online. The main point of this
research is to identify the influence factors of information quality, customer’s data
privacy, and delivery reliability towards users’ continuous use intention towards food
delivery apps. And also to determine the most significant factors in order to make any
improvement in the future.

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1.3 Research Questions (RQs) and Research Objectives (ROs)
Research Questions (RQs)
The research question of the study is as below :

a. Is there information quality an influence factors towards users’ continuous use

intention of food delivery apps?

b. Is there customer’s data privacy an influence factors towards users’ continuous use
intention of food delivery apps?

Is there delivery reliability an influence factors towards users’ continuous use

intention of food delivery apps?

Research Objectives (ROs)

a. To identify the influence factors of information quality towards users’ continuous
use intention of food delivery apps.

b. To identify the influence factors of customer’s data privacy towards users’

continuous use intention of food delivery apps.

c. To identify the influence factors of delivery reliability towards users’ continuous

use intention of food delivery apps.

1.4 Scope of the Study

The purpose of this study is to determine the relationship between factors
influence users’ continuous use intention towards food delivery apps. This research
will be conducted for people at Sintok, Kedah, Malaysia which focuses only on users
who use food delivery apps. Furthermore, this study’s data collection was focused on
quantitative methods that were distributed to 200 respondents. This research is
relevant for us to understand that different factors among users that influence their
online food purchasing behaviour by using food delivery apps. As we all know, the
beauty of the food delivery apps’ platform, such as its image, pages or website, is the

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first thing that influences our decisions to purchase food online. The food delivery
apps play an important role in influencing consumer behaviour beside the
information quality, customer’s data privacy, and delivery reliability. Today, mostly
everyone has used food delivery apps like Foodpanda, Grab Food, LOLOL and many
others. For most individuals, the delivery of online food has become an experience,
but there are customers who reject and do not choose to buy food online. Therefore,
this study aims to show how relevant these factors can influence the use of food
delivery apps among the users.

1.5 Relevance of Study

Due to the presence of the internet, online banking, and cell phones, all gets
simpler than ever in the era of globalization. Every single thing around the world can
be reach in a short period of time using the internet connection. When this happens, a
restaurant manager who sees this as an opportunity starts to sell food online, and this
online food sale will be trending across the globe with online food buying. Food
delivery apps is simple to reach with the availability of an internet connection and a
secure online banking account. Food delivery apps is a very convenient way to shop
and purchase food online, hence it is easy for someone who is lazy to go out.
However, we found that they is still some individuals who refuse the use of food
delivery apps. Hence, we as a researcher, deeply convinced that this study enables us
to know the factors that influence users’ continuous use intention towards food
delivery apps where the factors may be detected and analyzed thoroughly.

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 CHAPTER 2
LITERATURE REVIEW

2.0 Background
A literature review or narrative overview is a kind of overview article. As the
literature reviews, researchers will study the literature in the chosen subject of
analysis, assemble the facts in that literature into a description, and look at the precise
gathered through discovering variations in current information that display the
shortcomings of theories and viewpoint. Other than this, suggest the areas for more
study and overview the challenging areas and eventually function the literature in an
organized way.
This chapter addressed the issue of a literature review that consists of the
description and concept of investigated variables, the theoretical context of the
convenient, charge and security. This chapter also provides a summary of the
evaluation of the literature.

2.1 Definition and Concept of Investigated Variable

Takeaway is a very broad term. The general understanding is that fast food
delivery service, which means that Chinese food is like a meat and a vegetarian, and
it is Western-style. Like McDonald's and KFC. This is what everyone generally
understands about takeaway. In fact, in a broad sense, all sellers who provide services
and goods abroad can be said to be takeaways. Like water delivery, flower delivery,
gas delivery, merchandise delivery, and door-to-door repairs, these are actually
takeaways.

Takeout type
Take-out is divided into two types: customers order and pay for food in the store
and take it away, and delivery by in-store personnel.

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(A) Packing: If the customer orders and pays for the meal and packs it away, try to
recommend dishes that are easy to pack. There are more soups and larger quantities
of dishes (such as chicken soup, etc.) are not packaged in principle, because our shop
is used for Packing is limited to packing boxes and packing barrels, and the volume is
limited.

1. If the guest tells you to pack and take out, you need to indicate the packing on the
menu. After ordering into the kitchen, inform the kitchen that the order is packing,
and promptly equip the corresponding packing tools to the kitchen outlet.

2. There is no extra charge for the guests to pack dishes. In principle, the dishes or
rice without soup should be packed in packing boxes, and the dishes with soup
should be packed in packing barrels. If there is more soup, two packing barrels can be
overlapped. In order to prevent the packing bucket from being damaged during the
taking away.

(B) Meal delivery: customers order food by phone or order food at the store.

Customers ordering meals by telephone: In principle, telephone orders are not

accepted, except for individual frequent customers or those close to the ordering
place. In addition, they are not accepted during peak hours. However, even if such
orders are not received, they should be euphemistically informed , Don’t treat guests
bluntly.

2.1.1 Information Quality

The photos on the Internet are beautiful, but after the takeout order is placed,
the food delivered by the courier is greatly discounted, and even very different from
the photos, making diners lose their taste. This is a common problem encountered by
consumers who order online meals. Many consumers said that they would either
"hold their breath" or give the merchant a negative review online, silently "blocking"
the restaurant.
Not only the food itself, but the restaurants also shown on the Internet and the
physical stores are sometimes far from each other. Mr. Lu, who lives in Penang, once
visited a restaurant where he often ordered food, and found that the restaurant’s back
kitchen displayed on the Internet was just a beautiful shell. The kitchen is very dirty

7
and greasy, and the chef’s operations are also very irregular. The situation made him
decisively check off and did not buy takeaway.
This is by no means an isolated case. Many dazzling merchants on the
ordering platform use family workshops and cheap rental houses as processing and
production points to save costs. They even operate in violation of regulations and
have incomplete double certificates. However, the quality, price and shelf life of the
food purchased by these merchants, Health and other elements, the supervision
department cannot carry out effective long-term supervision and regular random
inspections, so there may be discrepancies between graphics and text.

2.1.2 Customer’s data Privacy

Privacy leakage causes great harm, but there are still many users' privacy
leaked out in the hands of Internet technology companies, and user privacy leakage is
the result of internal and external factors. The user's awareness of privacy protection
is weak. The user fills in some sensitive information about the individual in the meal
delivery software or shares the location, which will leak his privacy, or fill in his
private information on some so-called online questionnaires, which will cause
privacy leakage. This link is the beginning of the privacy leak.
The precautionary measures of the food delivery company here are not in
place. If the user's weak awareness of privacy protection is inevitable, then the
protection of user privacy data by technology companies holding big data will be the
last line of defence for user privacy. “Citizen information leakage cases that have
occurred in recent years mostly occurred in the areas of express delivery and food
delivery logistics. The scope of the cases involved multiple express delivery sub-
networks across the country, which has obvious industry characteristics.” The
reporter learned that due to the personal information of customers held by express
delivery and food delivery logistics companies. The content is rich and the number is
huge. In addition to theft of internal employees from the internal system of the
express company, the trend of using "hackers" to commit crimes has also appeared.

2.1.3 Delivery Reliability

Delivery Reliability (DR) is a term used to describe the amount of time that
the seller or shipper believes there is no type of error to deliver to the customer
compared to the specified total number of deliveries. The idea is to determine the

8
ratio of successful deliveries and deliveries that do not meet the standards set by the
company's operations. Regular inspections to determine the current delivery
reliability ratio can help the company identify defects in the delivery process and
make changes to minimize the number of errors in the delivery process.
There are several factors to consider when calculating delivery reliability. The
number of food units included in the delivery must match the total number of food
units ordered by the customer. In addition, the quality of the goods ordered must
meet the standards set by the company. It should also consider factors such as the
time required for transportation and delivery of food, as well as factors for the
successful delivery of food to customers at the designated address.

2.2 Theoretical Background

The fundamental research works has been done, particularly those relate to the
main issue which is the factor affecting the food delivery service behaviour of
undergraduate student in UUM. In this study, the dependent variable (DV) is food
delivery service behaviour which relies on the independent variables (IV) that
consists of information quality, customer’s data privacy and delivery reliability as
three main factors which has the greatest significance in affecting the food delivery
service behaviour among undergraduate students in UUM.
2.3 Theoretical Framework
The dependent variable (DV) is “Food Delivery Service Behaviour” which
relies on independent variables (IV) which consists of three factors that influence the
food delivery service behaviour (DV) namely information quality, customer’s data
privacy and delivery reliability. The research framework of this research is shown in
the Figure 1.1 which shows the variables that need to be examined according to the
research objectives, research questions and research hypothesis.

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 Customer’s
Data Privacy

Information Delivery
Quality Reliability

Food
Delivery
Service
Behaviour

Figure 1: Theoretical Framework of the Research

2.4 Development of Research Hypothesis

2.4.1 Relationship between IV1 and DV

Independent variable 1 (IV1) in this study is information quality while the
dependent variable (DV) is continuous use intention. Several studies have found that
there is a correlation between these two variables. According to the previous research
on factors that determine the continuous use intention on food delivery apps,
information quality positively affect the continuous use intention with performance
expectancy as the mediator variable (Lee et al., 2019). Based on the study that
investigate the factors that affect the customer’s intension on using food delivery
apps, the results showed that information quality has a strong positive effect towards
the customer’s intension to use the food delivery apps (Preetha & Iswarya, 2019). In
another research conducted to study the influence of delivery app usage factors on
customers’ satisfaction and reuse intention, the results implied that the usage factor of
informativeness was found to positively influence the reuse intention (Song et al.,
2017). Furthermore, the study also shows that if there is good quality and readable
information, consumer satisfaction is improved and therefore encouraged customer’s
intention to reuse the food delivery app (Ranganathan & Ganapathy, 2002). Taking
these studies into consideration, the hypothesis developed based on the information
quality and continuous use intention are as follow:

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H1: Information quality of the food delivery apps strongly influences the continuous
use intention.

2.4.2 Relationship between IV2 and DV

Independent variable 2 (IV2) in this study is customer’s data privacy while
the dependent variable (DV) is continuous use intention. Several studies have found
that there is a correlation between these two variables. Based on the prior research to
examine the situation of food delivery services from the mobile app user’s
perspective, the results showed that the perceived security on data privacy have not
much effect on the customers’ intension to use food delivery apps (Belanche et al.,
2020). However, in Balapour et al. (2020) study, the results implied that the more
effective the privacy policy of the company, customers will perceive the security
level of the apps is higher and therefore tend to install and use the apps. Moreover,
the studies also showed that privacy concern negatively affects the customer’s
intention to purchase online (Midha, 2012; Taylor et al., 2009). Taking the results
into consideration, we propose that customer’s data privacy has an effect on the
customers’ intention for continue using the food delivery apps. The following
hypothesis are developed:
H2: Customer’s data privacy of the food delivery apps strongly influences the
continuous use intention.

2.4.3 Relationship between IV3 and DV

Independent variable 3 (IV3) in this study is delivery reliability while the
dependent variable (DV) is continuous use intention. Prior studies have found that
there is a relationship between these two variables. According to the study that
examines factors that influence repurchase intention of online food delivery, there is
a strong positive correlation between delivery and customer’s use intention with
customer satisfactions as the mediating variable (Gilitwala & Nag, 2019). Besides
that, Gilitwala & Nag also stated that delivery on time is a key factor that influences
customer satisfaction while delay in delivery may negatively affect customer
satisfaction and their intention to use the food delivery apps. Furthermore, the study
also implied that fast delivery and reliability have positive impacts on customer
loyalty for using the food delivery apps (Seo & Cha, 2020). This is also supported by

11
Deng et al. (2010) and Bayraktar et al. (2012) in their studies. Therefore, the
following hypothesis are presented.
H3: Delivery reliability of the food delivery apps strongly influences the continuous
use intention.

CHAPTER 3
METHODOLOGY

3.1 Research Design

This study will be conducted using a quantitative research approach. According

to Gay, Mill, Airasian is depending on accumulating and reading numerical facts to
explain and manipulate the phenomena of interest. On pinnacle of that, Malhotra
(2007) described the quantitative studies approach as "a studies technique that seeks
to quantify the facts, and typically, observe a few shape of statistical evaluation". The
perfect quantitative studies layout is to become aware of the studies speculation (the
anticipated method to the trouble or challenge) (Cavana et al., 2001) The survey
instrument adapts to factors that influence the continued buying intent of other users
for food delivery applications. This research was also done by acquiring the data
collected reliability test and questionnaire from the users in Sintok, Kedah, Malaysia.
Questionnaire is the most popular and most effective collected data. We use
hypothesis tests in this paper to test the relationships between the factors that have
influenced the users for the usage of food delivery applications.

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3.2 Population, Sample, and Unit of Analysis
The population is a set of subjects including individuals, corporations, groups,
countries, and other populations of the pupils. Instead, a sample is a subset of the
population, a manageable size for observation. Samples are selected or randomly
from limited populations. The objective of this study is to identify the influence
factors of information quality, factors of customer’s data privacy, delivery reliability
towards users’ continuous use intention of food delivery apps. This research will be
conducted for people at Sintok, Kedah, Malaysia, which focuses only on users who
use food delivery apps. Furthermore, this study’s data collection was focused on
quantitative methods that were distributed to 200 respondents.

3.3 Sampling Design

Sampling design is the on the road map which is the selection sample influence
that many others important as of the survey. Sampling design is a mathematical
function that gives the probability of any given sample being drawn. There are two
types of sampling design which is probability non-probability sampling. The most
suitable design of this study is non-probability sampling designs because of non-
probability sampling. However, in this research convenience sampling used because
of its cost-effectiveness and availability and is also known as convenience sampling.

3.4 Data Sources

Primary data is the original data which is collected by research directly from the
main sources on the other hand secondary data is the data that has been collected
from the primary sources and it is depending on the primary sources' decisions. The
primary data sources have to include observation, survey questionnaires, interviews,
and so on.

Secondary data sources have to include articles, books, and. In this study, we are
using the primary data because it is very reliable and it also gives up-to-date
information about a research topic compared to the secondary data from the source.

3.5 Operationalization and Measurement of Variables

A variable that is subjective can be generated objectively. In order to generate a
more objective measurement, a variable must be made operational.

13
Operationalization provides a definition of a variable by specifying the events or
phenomena required to measure it. This study is to find the relationship between the
independent variables and dependents variables by testing the hypotheses developed
in the previous chapter.
In order to test the hypothesis that influencing users’ continuous use intention
towards food delivery apps, a researcher needs to operationalize the variables.
Information quality, delivery reliability and customer privacy and data are the
independent variables which are subjective and cannot be seen or observed. A
researcher needs to define the variables that have been measured and fit with a theory
or theories.
Then, continuous use intention towards food delivery apps need to be assigned to
the dependent variable. Subsequently, the researcher needs to allow a respondent to
assign several items without bias. This process of decreasing the subjective meaning
of an objective meaning of a variable is called operationalizing the variable.
In measurement of variables in the questionnaire, all the variables will be
measured using interval scale, which can be seen from Section B until Section E in
questionnaire. The respondents are required to answer the questions according to the
degree of agreement or disagreement, starting from 1 which means strongly disagree
until 5 which indicates strongly agree.

Variable Type Operational Definition Item Adapted from

s
Dependent Refers to which one believes that 5 Suk Won Lee
Variable: one will engage in continuous (2019)
Continuous Use using of food delivery apps act in
Intention future.
Towards Food
Delivery Apps
Independent Refers to the most fundamental 8 Suk Won Lee
Variable: correspondence limit between an (2019)
Information online buyer and seller and is
Quality viewed as the primary factor in
building trust.
Independent Refers to flawless delivery services 5 Michael Milgate

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Variable: to ensure smooth operations and (2001)
Delivery satisfied customers.
Reliability
Independent Refers to have assurance to the 5 Lim and Ting
Variable: customer that their privacy and (2014)
Customer data are being collected, processed,
Privacy and Data and transferred securely as well as
secure the reputation of the brand.

3.6 Data Collection Methods

For this study, the quantitative method of the survey combination questionnaire
process was used to analyse the significant population number after which general
conclusion would be drawn for the entire population. The sample method through
survey was used for the data collection and statistical techniques for the analysis of
data. It means it conducts one or more observations from the population. A group of
people are taken from a larger population for measurement and Sintok, Kedah,
Malaysia has been chosen as our sample location. The sample represents the
population.

This study describes the relevant correlation of factors that influencing users’
continuous use intention towards food delivery apps. A sample of 200 questionnaires
was distributed through online survey method by google forms among the users in
Sintok, Kedah, Malaysia via WhatsApp, Facebook, etc. The questionnaire contains 5
parts which are demographic information, information quality, delivery reliability,
customer privacy and data, and continuous use intention towards food delivery apps
in Sintok, Kedah, Malaysia. The questionnaire was distributed through online survey
method with google forms due to pandemic issues of Corona virus.

3.7 Data Analysis

Firstly, descriptive analysis is used in the study. Descriptive analysis
describes the elementary conversion of data into form that would deliver info to
define the factors in a condition which made it easier to comprehend and understand
(Sekaran, 2000). Descriptive analysis is applied to analyse demographic background
of participants and this will assist researchers to gain more accurate data and

15
information. Through the demographic analysis, researchers will know the gender,
age, ethnicity, marital status, level of education, frequency of using food delivery
apps and monthly income. In the end, the research has collected 200 of data from
respondents in Sintok, Kedah, Malaysia.

Secondly, reliability analysis is utilized in the study. As indicated by

Stephanie (2014), Cronbach’s Alpha is used to measure the reliability or internal
consistency of a set of scale items. To be more clarified, the reliability is given
measurement refers to the extent to which it is a predictable proportion of an idea.
Cronbach’s Alpha is likewise used to measure the strength of that consistency. It is
very critical to know whether the similar set of items would present similar responses
if the similar questions are given to the similar respondent.

Lastly, regression analysis is used in the study. Regression analysis is a set of

statistical methods used for the estimation of relationships between a dependent
(predicted) variable and several independent (predictor) variables. It can be used to
assess the strength of the relationship between variables and for displaying the future
relationship between them.

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 BPMN 3143
RESEARCH METHODOLOGY
UNIVERSITI UTARA MALAYSIA

QUESTIONNAIRE OF FACTORS INFLUENCING

USERS’ CONTINUOUS USE INTENTION TOWARDS
FOOD DELIVERY APPS IN SINTOK, KEDAH, MALAYSIA

This survey form is used for the research work done for the course BPMN 3143
Research Methodology with the topic of Factors Influencing Users’ Continuous
Use Intention Towards Food Delivery Apps in Sintok, Kedah, Malaysia. All the
information provided is confidential and will not be used for other purposes despite
from the intention of carry out this research. All of the cooperation provided is very
much appreciated.

22
PART A : DEMOGRAPHICAL INFORMATION
Please tick (√) at the appropriate boxes accordingly.

1. Gender.
a. Male
b. Female

2. Age.
a. 13-20 years old
b. 21-30 years old
c. 31-40 years old
d. 41-50 years old
e. Older than 50 years old

3. Ethnicity.
a. Malay
b. Chinese
c. Indian
d. Others

4. Marital status.
a. Single
b. Married

5. Level of education.
a. Secondary or lower
b. Diploma
c. First Degree
d. Master Degree
e. PHD
f. Others

6. Frequency of using food delivery apps.

a. At least once per week

23
 b. At least once per month
c. Occasionally
d. Daily

7. Monthly income.
a. RM 1,000-RM 2,000
b. RM 2,001-RM 3,000
c. RM 3,001- RM 4,000
d. RM 4,001-RM 5,000
e. More than RM 5,000

PART B: INFORMATION QUALITY

Please read the following statements and tick (√) the response that closely represents
your opinion. The statements are scaled based on following the 5 points Likert Scale.
1. Strongly 2. Disagree 3. Not sure 4. Agree 5. Strongly
disagree Agree

No Statements 1 2 3 4 5
.
1. Food delivery apps provides me access to
useful purchase information.
2. Food delivery apps features are useful (e.g.
best sellers, ordering availability, etc.) in
helping make my purchase decision.
3. Description of the menu in food delivery apps
is always sufficient.
4. Information offered by food delivery apps is
sincere and honest.
5. I think that food delivery apps usually fulfills
the commitments it assumes.
6. Food delivery apps does not make false
statements.
7. Food delivery apps presents the information
in an appropriate format.
8. Food delivery apps provides accurate

24
 information.

PART C: DELIVERY RELIABILITY

Please read the following statements and tick (√) the response that closely represents
your opinion. The statements are scaled based on following the 5 points Likert Scale.
1. Strongly 2. Disagree 3. Not sure 4. Agree 5. Strongly
disagree Agree

No Statements 1 2 3 4 5
.
1. The delivery man is always kind to me.
2. The delivery time is always fast.
3. The delivery time is always accurate as what
food delivery apps have mentioned.
4. I think that the portion of food by delivery is
same as what I have in the restaurant.
5. Food packing condition is always good
during the delivery to ensure the quality of
food.

PART D: CUSTOMER PRIVACY AND DATA

Please read the following statements and tick (√) the response that closely represents
your opinion. The statements are scaled based on following the 5 points Likert Scale.
1. Strongly 2. Disagree 3. Not sure 4. Agree 5. Strongly
disagree Agree

No Statements 1 2 3 4 5
.
1. Food delivery apps have sufficient security
measures.
2. Food delivery apps take action to safeguard
my personal information.
3. Food delivery apps protect my billing
information.

25
 4. Food delivery apps protect my privacy.
5. Food delivery apps operate with secure sites
during purchase transaction processes.

PART E: CONTINUOUS USE INTENTION TOWARDS FOOD DELIVERY

APPS
Please read the following statements and tick (√) the response that closely represents
your opinion. The statements are scaled based on following the 5 points Likert Scale.
1. Strongly 2. Disagree 3. Not sure 4. Agree 5. Strongly
disagree Agree

No Statements 1 2 3 4 5
.
1. I will consider food delivery apps first when I
want to order foods without stepping out from
home.
2. I intend to continue using food delivery apps
in the future.
3. I would recommend food delivery apps to my
friends.
4. I would like to try new foods from food
delivery apps.
5. In the future, I intend to buy the food
discussed in the online review of food
delivery apps.

26