Untitled

‘SATISFACTION OF MEAL DELIVERY VIA THIRD PARTY’.
THE RESEARCH AIMS TO

INVESTIGATE HOW INTRINSIC, EXTRINSIC AND CONTEXTUAL FACTORS INFLUENCE
THE SATISFACTION LEVEL OF MEAL DELIVERY VIA THIRD PARTY.
PREPARED BY:
NO NAME MATRIC NO
1 KIRUBAGHARAN SIVANADHAM MC201012529
2 CHIN HUEY MUN MC210914318
3 DARSSHINI A/P DHANESEELAN MC210914341
4 KALAIMAGGAL AP KRISHNAKUMAR MC201012651
5 KOH WAI LING MC201012652
6 VHINISHAH AP VIJAYANATHAN MC201012490
PREPARED FOR: DR. SHARRIFAH BINTI ALI

FACULTY OF BUSINESS AND TECHNOLOGY
SECTION: MC-032
DUE DATE: 7TH DECEMBER 2022
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GROUP ASSIGNMENT
Course Title : Research Methods
Course Code : (BADB3023)
Total Marks : 30%
Due Date : Week 6
Lecturer’s Name : DR. SHARRIFAH BINTI ALI
Section : MC-032
Study Centre : UNITAR – ONLINE LEARNING
Group Members Details

Name Matric. Number Signature
KIRUBAGHARAN SIVANADHAM MC201012529 KIRUBAGHARAN
CHIN HUEY MUN MC210914318 CHIN
DARSSHINI A/P DHANESEELAN MC210914341 DARSSSHINI
KALAIMAGGAL AP KRISHNAKUMAR MC201012651 KALAI
KOH WAI LING MC201012652 WAI LING
VHINISHAH AP VIJAYANATHAN MC201012490 VHINISHAH
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ABSTRACT
The extent to which customers are satisfied with the delivery of online-ordered meals is
indicative of how well a company's services meet the needs of its customers. Client satisfaction
is one of the most significant measures of delivery quality, cost, and timeliness. A business's
consumers' level of satisfaction is influenced by a range of factors, including time, climate, the
current situation, and others. To maximize consumer satisfaction, things must be considered:
the delivery service, the price of the product or service, and the time factor. In addition to
identifying the most popular service delivery provider, our study helped determine the genuine
demographic profile and market segments for this particular service. This study was conducted
utilizing a quantitative methodology, and the data was collected through the use of an internet-
based questionnaire. According to the findings, the independent factors explored in this study
have a substantial impact on the level of satisfaction one obtains from using an online food
delivery service. Because younger individuals and working adults are more likely to be able to
adapt to new technology, it is believed that members of the younger generation will find this
service more appealing. The results of this study indicate that clients are satisfied with an online
meal delivery service due to the convenience it offers. This indicates that some market
segments are less resistant to the entry of new technology and services.
Keywords: Customer Satisfaction, Delivery Service, Time, Price, Food Delivery.
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ACKNOWLEDGMENT
Thank God in the highest for granting us the time and energy to complete our Research Report
for the Research Methods section of our assignment (BADB3024). We'd want to take this
chance to thank our parents for all the support they've given us as a group as we've worked on
this study report. In order to complete this task, several people from various backgrounds had to
work together. First and foremost, under the guidance of our lecturer Dr Sharrifah Binti Ali, who
has been extremely helpful in guiding us to a successful completion of this project. She has
been really helpful to us by educating us on important matters. We cannot complete this task
without her assistance. Darsshini, HM Chin, Vhinishah, Kalaimaggal, WL Koh, and Kiru are all
part of the team working on this endeavour. Everyone involved has taken on their fair share of
the workload and worked together as a team throughout the entire process.
Finally, we'd want to extend our deepest appreciation to everyone who played a role in helping
us finish this project, whether that role was direct or indirect. We need to show our appreciation
to everyone who helped guide us toward our goal so that we can fulfil it.
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Table of Contents
ABSTRACT................................................................................................................................. 3
ACKNOWLEDGMENT................................................................................................................ 4
CHAPTER 1: INTRODUCTION...................................................................................................7
1.1 Introduction.................................................................................................................7
1.2 Background of study...................................................................................................7
1.3 Problem statement....................................................................................................10
1.4 Research Objectives & Research Question............................................................12
1.4.1 The following are the study's objectives:..............................................................12
1.4.2 Based on the outlined objectives of the research, the research question that need
to be addressed are as follows:..........................................................................................12
1.5 Significant of Study...................................................................................................13
1.6 Scope of Studies.......................................................................................................13
1.7 Definition of Terms....................................................................................................14
1.8 Summary of Chapter 1..............................................................................................15
CHAPTER 2: LITERATURE REVIEW.......................................................................................16
2.0 Introduction............................................................................................................... 16
2.1 Definition, Findings and Measurement of variables...............................................16
2.1.1 Dependent Variable: Satisfaction using online food delivery apps and services...16
2.1.2 Independent Variable 1: Purchase Intention.........................................................17
2.1.3 Independent Variable 2: Products and Price........................................................17
2.1.4 Independent Variable 3: Place..............................................................................18
2.2 Theoretical Framework Figure.................................................................................18
2.2.1 Theoretical framework..........................................................................................19
2.3 Hypotheses Statement..............................................................................................19
2.4 Summary.................................................................................................................... 19
CHAPTER 3: RESEARCH METHODOLOGY...........................................................................20
3.1 Introduction.............................................................................................................. 20
3.2 Research Design.......................................................................................................20
3.3 Population.................................................................................................................. 21
3.4 Sample / Size and Technique...................................................................................21
3.5 Unit of Analysis......................................................................................................... 22
3.6 Data collection procedure.........................................................................................22
3.7 Instrument (Questionnaire )......................................................................................22
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3.8 Ethical Consideration................................................................................................23
3.9 Chapter of Summary.................................................................................................24
CHAPTER 4: DATA ANALYSIS...............................................................................................25
4.0 Introduction............................................................................................................... 25
4.1 Demographic profiles................................................................................................26
4.1.1 Demographic analysis..........................................................................................26
4.1.1.1 Gender............................................................................................................. 26
4.1.1.4 Price range spend on food................................................................................29
4.1.1.5 Price range spend on delivery...........................................................................30
4.1.1.6 Preferred Food Delivery Service App................................................................31
4.2 Reliability Test........................................................................................................... 32
4.2.1 Independent Variable No.1: Purchase Intention...................................................33
4.2.2 Independent Variable No.2: Products...................................................................34
4.2.3 Independent Variable No.3: Price.........................................................................35
4.2.4 Independent Variable No.4: Place........................................................................36
4.2.5 Dependent Variable No.4: Food Delivery Service App User Satisfactions............36
4.3 Normality Test............................................................................................................ 37
4.4 Correlation Analysis..................................................................................................38
4.5 Overall Hypothesis Result........................................................................................40
4.6 – Hypothesis Testing.....................................................................................................41
4.7 Chapter Summary......................................................................................................41
CHAPTER 5: CONCLUSION AND RECOMMENDATIONS......................................................42
5.1 Introduction............................................................................................................... 42
5.2 Summary of Overall Results.....................................................................................42
5.3 Demographic Information of Respondents.............................................................42
5.4 Implication of Study..................................................................................................43
5.5 Suggestions and Recommendations.......................................................................43
5.6 Limitation of this study.............................................................................................43
5.7 Chapter Summary.....................................................................................................44
REFERENCES.......................................................................................................................... 45
APPENDIX................................................................................................................................ 48
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CHAPTER 1: INTRODUCTION
1.1 Introduction
Now that the popularity of food delivery services has risen to the point where many
Malaysians prefer to rely on them rather than cook for themselves or eat at restaurants,
this chapter provides a historical context for studies examining customers' satisfaction of
their food's overall quality and freshness. Those who want to have dinner sent to their
door can now pick from a broad choice of restaurants and menus. To get their food,
many Malaysians are turning to third-party meal logistics providers, even if some
restaurants offer their own delivery services. This study's goal is to accommodate the
research objectives, purposes, questions, and scope, which centre on Malaysians with
an emphasis on working adults, as well as any constraints that may arise. These
constraints arise from the study's insufficient sample size, narrow focus, lack of relevant
preceding research, faulty data gathering procedures, and subpar results.
1.2 Background of study
The online meal distribution business has emerged as a viable alternative to the
traditional online ordering platform. In recent years, there has been a meteoric rise in the
popularity of ordering meals to be delivered, particularly among younger people and
those who lead hectic lifestyles. Because customers in this growing market need access
to the relevant parts of the entire industry that are supposed to be control measures, it is
essential that online services comprehend the nature and requirements of the market.
As more and more people in Malaysia place their food orders via the internet, there is a
growing need for the kinds of services that go along with this trend from the nation's
eateries. This study aims to solve the research question and reveal the essential
variables that level client satisfaction with their relevant service providers by using the
context of Malaysia's online food business sector. Specifically, the study will focus on the
Malaysian food industry. The concept of "internet food delivery" is becoming increasingly
common among consumers in Malaysia. By developing strategic alliances with food
delivery services such as GRAB, Food Panda, SHOPPE FOOD, and many more,
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businesses have the opportunity to increase their share of the market. Although it would
appear that there is a large market for food delivery services via the internet, there are
still a lot of fundamental problems that need to be solved. However, in order to maintain
a lead over the competition, firms operating in the service industry need to deliver
exceptional service and increase the level of satisfaction felt by their consumers.
Prioritizing the happiness of one's customers over the pursuit of operational efficiencies
is one way for successful businesses to establish a competitive advantage, as
demonstrated by the conclusions of earlier research conducted by academics. This
positive feedback loop is controlled by a contented client who has seen their
requirements fulfilled as a direct result of the excellent performance of the service. In
addition, the organisation needs to adopt this mentality in order to fully appreciate the
level of service it provides in the realm of mobile commerce. Therefore, in order to keep
a firm's clients satisfied, the company must deliver services of the highest possible
quality. This is because there is a positive correlation between the satisfaction of the
consumer and the quality of the service provided. When people are isolated from the
rest of the world owing to a worldwide pandemic, there is a significant surge in the
demand for online food buying platforms. The happiness of customers with the food
business as a whole could be improved by the introduction of online food delivery,
particularly among Malaysia's working adults. However, additional research is required in
order to get a complete understanding of this occurrence. The current articles were
inspired by an interest in expanding one's knowledge regarding the many different
happenings that have an impact on Malaysians. Before we can analyse the connection
between customer satisfaction, delivery service, time, and pricing, we first need to fully
grasp the significance of each of these factors and determine whether or not they will
have a positive or negative impact. Only then can we analyse the relationship between
the four variables. To begin, one sign of quality for a firm that specialises in the delivery
of meals via the internet has been established: satisfied clients. The major issue at hand
is figuring out how to more precisely define the connection between delivery quality,
turnaround time, and cost in order to achieve the highest possible level of customer
satisfaction. Kimes (2011), Ng, Wong, and Chong (2017), and Yeo et al. (2017) are all in
agreement that providing customers with the option of online food delivery helps
restaurants improve order accuracy, increases reliability, and increases customer
contentment in a market that is highly competitive. This growth confronts restaurants
with a challenge in the form of increasing competition as well as a chance to expand
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their business. In addition, Settle and Alreck (1991) contend that one of the most
common causes of stress for individuals is the perception that they are operating under
a time crunch. The amount of time that a person requires for their normal activities and
obligations can be deduced from their time needs. Price is an additional beneficial factor
(Jin et al., 2012; MartnConsuegra et al., 2007; Konuk, 2018) that reinforces the case.
[Jin et al., 2012; MartnConsuegra et al., 2007; Konuk, 2018] In addition, Fernandes and
Calamote (2016) found that unfair prices had an effect on the likelihood of a customer
recommending a particular company to a friend or colleague. Security and privacy
concerns are the final ones to be addressed. According to the findings of prior research,
there may be a correlation between the lack of trust that consumers have in the internet
and their concerns about the protection of their security and privacy. In addition, Harris
Interactive (2002) adds that three primary players raise eyebrows: hackers can take
personal information without authorisation; organisations can share private information
with outside parties; and transfers are not always safe. [Citation needed] There have
been a number of studies done to investigate the factors that contribute to a customer's
level of contentment with their chosen method of receiving online meal deliveries.
Despite this, a relatively small number of respondents highlighted the fact that working
people's use of online food delivery services, which was explored for its influence on
customer satisfaction. As a result, we will zero in on the ways in which the level of
pleasure experienced by customers influences the decisions made by adults who are
employed about the use of an online food delivery service. In the meanwhile, the goal of
this study is to evaluate, among Malaysian adults who are now employed, the effect that
delivery service, time, and price have on the level of satisfaction experienced by
customers.
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1.3 Problem statement
The purpose of the study is to find out how satisfied consumers are with the way they
use the app, including how they place their meal orders, their preferences, and other
aspects. The vast majority of customers think that ordering food online and having it
delivered to their homes will save them time. Customers visit restaurants not just to
obtain the cuisine they desire, but also in the expectation of receiving more streamlined
service. It has been observed. As a result, it is crucial to recognise the significance of
actively listening to what customers want, achieving that significance, and offering
excellent service in order to satisfy them. The most effective strategy for a business in
today's fast-paced and fiercely competitive environment is to prioritise giving customers
superior levels of service and satisfaction in order to win their loyalty and persuade them
to become repeat customers in order to gain a competitive advantage over other
businesses operating in the same market. Business owners may occasionally find
themselves in a challenging situation when attempting to retain the performance of
current services while also impressing their clientele. However, business owners have
struggled to maintain service quality in the relatively new and amazing areas of the
Internet despite their best efforts to identify the critical success factors for sustaining
good service quality and retaining customer satisfaction. For delivery service providers,
the internet hasn't proven as effective as many other technologies. As a result, online
business owners have faced challenges in addition to those that are common for
industries involving online food delivery. The results of the study indicate that an
excessive number of orders, a slow response to customer enquiries, and a high volume
of customer interactions are the three most challenges that these online businesses
encounter.
Due to increased client engagement, the delivery industry has encountered new
difficulties such worries about the security of websites and onerous payment processes.
As a direct result of this, compared to other service industries in the market, the
business of offering online meal delivery services has grown at the slowest rate
imaginable. For instance, the rainy season in this nation can make things more difficult
for food delivery services because operating in Malaysia is likely to present weather- and
country-specific problems. There are several problems and difficulties that online meal
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delivery service providers confront, in addition to unplanned events like heavy weather
or traffic congestion that might make it impossible to serve orders on time. For instance,
because of weather and other nation-specific issues, the rainy season in this country can
be more problematic for food delivery services. For instance, Food Panda has about 150
riders, but when they operate on demand, it's quite challenging for them to keep up with
the rising number of requests in a day. This is because more and more new competitors
are entering the field daily, making the business in this online service delivery sector
more and more competitive. Further research must be done on the topic of customer
satisfaction with regard to these online meal delivery services because we are unsure of
the clients' overall impressions of the service. Even though there hasn't been much
research done recently on the subject of customer satisfaction or service quality in the
restaurant sector or, more recently, the field of online meal delivery services, giving good
service can raise a client's level of happiness, for instance. The great bulk of studies on
the subject have concentrated on the American market. As a result, there are more start-
up food delivery businesses in Malaysia, a developing nation attempting to overtake the
United States in terms of Internet use in the food industry. This study examines the
connection between service excellence and happiness in Malaysia's online meal delivery
industry in an effort to bridge a knowledge gap created by the sector's explosive growth.
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1.4 Research Objectives & Research Question
1.4.1 The following are the study's objectives:
RO1 Examine the Purchase Intention of customer to use Food Delivery

Service.
RO2 Examine the Product impact on customer satisfaction with online meal
delivery services.
RO3 Examine the Price impact on consumer satisfaction with online meal
delivery services.
RO4 Examine the Location / Place impact on consumer satisfaction with online
meal delivery services.
RO5 Examine the customer satisfaction using online food delivery apps /
services
1.4.2 Based on the outlined objectives of the research, the research question
that need to be addressed are as follows:
RQ1 Purchase intent refers to a customer's willingness to purchase a specific

item or service.
RQ2 Products Available in Food Delivery App that meet Customer Satisfaction.
RQ3 Price influence on the customers towards online food delivery apps /
Services.
RQ4 Place / Location of Food Provider in Food Delivery Service Apps

influence the customer satisfaction.
RQ5 Does the customer satisfied using online food delivery / services.
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1.5 Significant of Study
This research will assist organisations who provide online meal delivery services in
making better educated judgments in order to provide high-quality service and satisfy
their clients. This research sought to identify the most essential factors that contribute to
a great customer experience in the rapidly expanding area of online meal delivery.
Businesses in this area will be better equipped as a result of this knowledge to provide
their clients with the high-quality service that will gain their patronage and keep them
coming back for more. Since the old business paradigm has evolved toward
digitalization and business is being done online to fulfil customer needs, it is critical that
enough research be conducted in this rapidly emerging new industry so that business
owners may learn how to give high quality service. Businesses that provide online food
delivery services can ensure delighted customers by following these principles. The
information gleaned from these studies will subsequently be utilised to inform online
meal delivery business owners, allowing them to better serve their ideal clients and
assisting the industry as a whole in providing the best service possible, ultimately
leading to higher levels of customer satisfaction.
1.6 Scope of Studies
Respondents will be chosen particularly from the Working Adult population of Malaysia.
This survey comprises all working individuals in 15 states, including Sabah and
Sarawak, as participants. We gathered data for this study by developing and mailing
Google Form surveys to participants. Respondents are provided with structured
questionnaires including standardised questions, which are subsequently utilised in the
research procedure.
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1.7 Definition of Terms
• E-Commerce - is the online exchange of products and services.
• Online Food Delivery - enables your company to accept and handle online orders
for delivery or takeaway. Customers use an app or website to explore a digital
menu and place and pay for their order online.
• Customer Satisfaction - a metric used to assess how satisfied customers are with
a company's products, services, and capabilities. Customer satisfaction data,
such as surveys and ratings, can assist a firm in determining how to enhance or
adjust its products and services.
• Purchase Intent - this is a measure of a shopper's proclivity to purchase a

product or service. It is defined as "the sum of cognitive, affective, and
behavioural attitudes toward the adoption, purchase, and usage of a product,
service, idea, or specific behaviour."
• Product - anything or service sold to meet a customer's need or desire. They can
be both tangible and virtual. Durable things (such as automobiles, furniture, and
computers) and nondurable items are examples of physical products (like food
and beverages).
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1.8 Summary of Chapter 1
In Malaysia, food delivery services have grown in popularity, especially among young
people and those with busy schedules. Internet food ordering is widespread in Malaysia.
Establishing mutually beneficial partnerships with food delivery services like GRAB,
Food Panda, SHOPPE FOOD, and others can be a fantastic way for businesses to
expand. Putting the needs of your customers before those of your employees is a sure-
fire way to improve your company's performance. To be competitive in the service
industry, businesses must prioritise customer pleasure. Because providing exceptional
service has a direct effect on client satisfaction. Workers from Malaysia will investigate
the relationship between client happiness and factors such as delivery time, cost, and
quality. Despite this, only a tiny proportion of respondents highlighted the influence of
working individuals' use of online food delivery services on customer satisfaction.
According to the results of the survey, online retailers are having trouble keeping up with
the demand for their products. Internet innovations have not benefited the delivery
industry. To keep customers satisfied, it is essential to pay close attention to what they
say, adapt to their preferences, and provide superior service. In this study, we analyse
the happiness and satisfaction of Malaysians who have utilised an online food delivery
service. As the number of clients utilising online shipping services grows, so do the
number of online security concerns and the complication of payment procedures. During
the wet season, food delivery services in Malaysia may encounter difficulties due to
weather and local conditions. To investigate the relationship between service speed and
customer satisfaction among customers of online meal delivery services.
Web-based food delivery firms may follow these rules to better serve their customers.
The evaluation of consumer satisfaction with a company's products, services, and
competencies. E-commerce transactions take occur solely on electronic platforms.
Transportation—accepts and processes orders for delivery or pickup at the customer's
location.
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CHAPTER 2: LITERATURE REVIEW
2.0 Introduction
In this part, we defined the terms, provided our findings, and discussed the appropriate
measurement of variables which are purchase intention, products and price, place, and
satisfaction using online food delivery apps and services. We created a theoretical
framework to more effectively illustrate the factors that had been addressed based on
the research that had been done. The consideration of hypotheses regarding the
correlation between the dependent variable and independent variables are also
included. This research objective is to determine what elements are influential on the
satisfaction of meal delivery via third party among working adults.
2.1 Definition, Findings and Measurement of variables
2.1.1 Dependent Variable: Satisfaction using online food delivery apps and services
According to Lahap et al., a customer is satisfied when all of their demands,

including needs, wants, and goals, can be met (Zakaria et al., 2022). Regarding
the products that customers expect, evaluating customer happiness is a personal
matter. Customers are also satisfied when their experiences exceed their
expectations. Based on that, the degree of customer satisfaction increases when
waiting times are shorter than anticipated, and food service providers should
place a high priority on reducing waiting times to satisfy customers. The
evaluation of a customer's satisfaction level may include negative, positive,
and/or indifferent feelings based on their own experiences with the product or
service. One of the main responsibilities of online meal delivery services is to
please the consumer to keep them as customers in the future. One of the internal
attitudes that affects everyone, whether they are satisfied or not with the services
delivered is customer satisfaction. Positive and negative disconfirmation are the
two different levels of customer satisfaction (Zakaria et al., 2022).
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2.1.2 Independent Variable 1: Purchase Intention
The likelihood that customers will buy things is referred to as purchase intention.
The chance increases along with the buying intention. Understanding consumers'
purchasing intents may help companies in market research and product or
service improvements that can increase sales and enhance profits. Consumers'
trust in websites immediately and favourably influences their intention to make a
purchase, according to Schlosser et al. Chakraborty made the argument that
customer purchasing intentions are ultimately influenced by brand awareness
and perceived value. Chang and Chen confirmed that website brands and quality
had an impact on consumers' perceptions of risk and their willingness to make
purchases (Chen, Liang, Liao, & Kuo, 2020). Thamizhvanan and Xavier made
the point that customers' buying intents are significantly influenced by their past
online buying habits and level of trust. Consumers' perceived risks, particularly
the social risk, have a significant negative impact on their intentions to make
online purchases, according to Ariffin et al. Information from outside sources,
including professionals, academics, and the media, also has an impact on
customers' intents to make purchases (Chen, Liang, Liao, & Kuo, 2020). It is
necessary to discuss about consumers' purchasing intents in relation to online
meal delivery platforms since it is what the platform management ultimately
wants for the customer. Furthermore, this study will provide some insight on
some of the many aspects that may influence a customer.
2.1.3 Independent Variable 2: Products and Price
Putting food on the table may sometimes be a substantial burden for consumers
as they lead busier professional and personal life. Fortunately, the rapidly
expanding world of e-commerce has finally reached the food industry, bringing
with it the convenience and speed of online ordering and delivery services. Food
delivery services now give customers access to a wide range of food products
and prepared foods with a simple tap of their smartphone. These services deliver
everything from fresh, chilled, and frozen food products to meal preparation kits
and fully prepared breakfast, lunch, and dinner selections (info.my@tuvsud.com,
2018). Many experienced food delivery service operators are creating systems
and processes to track delivery service activities and other variables impacting
food quality and safety to ensure the quality and safety of delivered food. These
steps can go a long way toward ensuring that critical factors of the food products
provided to customers and the delivery procedure are in line with the
requirements of the delivery service and meet or surpass customer expectations.
As restaurants attempt to offset rising labour and food costs, prices in January
reached their highest level in forty years. Prices have increased by more than 6%
over the previous year. According to a recent survey by IT provider Paytronix,
restaurants often mark up their menu pricing on delivery aggregators by over a
quarter (24%) in comparison to the prices on their own websites. That is an
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increase in menu prices of four times the normal rate. Fast-food restaurants are
more likely to do this than full-service restaurants (14% vs. 27% reporting they
hike pricing for delivery). Additionally, some customers appear to be turned off by
the higher rates. Paytronix reports that since early 2020, 63% of diners have not
used a third-party delivery service. More than a quarter of respondents said it's
just too expensive, and 4 out of 10 said it's because they don't want to pay
delivery costs (Mar. 07 & 2022, n.d.).
2.1.4 Independent Variable 3: Place
Swiggy has a market share of 36.40 percent as of the first half of 2018, according
to a survey by data analytics platform KalaGato. FoodPanda was a close second
with a share of 32.02 percent. Zomato has a 23.78 percent market share.
Despite having a smaller market share, Zomato has established itself
internationally by being available in more than 300 locations (Pattnaik, 2019).
Food-tech businesses' ability to develop their company is influenced by a variety
of things. Traffic in real-time, order preparation time, and delivery executive
effectiveness are a few aspects. Time and distance are crucial factors in a variety
of delivering activities. FoodTech businesses use location data to assist their
customers in searching for or discovering new restaurants in their area. Finding
restaurants that can accept orders and deliver them within the specified delivery
time is how they do this. Your order is given to the closest delivery person when
you place it on your phone. There are several calculations involved in this,
including the travel time and distance between the delivery person's current
position and the restaurant.
2.2 Theoretical Framework Figure
Purchase Intention
Satisfaction using food delivery
Products and Price
apps and services
Place
Figure 2.1 Theoretical Framework
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2.2.1 Theoretical framework
The foundation of this study's theoretical framework is how purchase intention,

products and price, place affect customer satisfaction using online food delivery
apps and services. As shown in Figure 2.1, dependent variable is customer
satisfaction using online food delivery apps and services, while independent
variable is purchase intention, products and price, place. Study on users’
spending habits indicates most of their spending methods on meal based on the
area and ages of users.
2.3 Hypotheses Statement
H1: That is a significant relationship between purchase intention and satisfaction on

using food delivery service.
H2: That is a significant relationship between product and price and satisfaction on using
food delivery service.
H3: That is a significant relationship between place and satisfaction on using food
delivery service.
2.4 Summary
It is based on users’ spending habit on how much they prefer to order foods through
delivery applications or dine in. The factors affecting it are purchase intention, products
and price, place. Whether they prefer to dine-in to enjoy the restaurant service and
environment, or they prefer to order food delivery just to have meals at home with peace
of mind.
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CHAPTER 3: RESEARCH METHODOLOGY
3.1 Introduction
This chapter consists of 10 sections starting with 3.2 and describes the study design.
Section 3.3 and 3.4, which follows, describes populations and sampling techniques. The
further 3.5 consists of the unit of analysis. On the section 3.6 is discusses data collection
procedure, section 3.7 is instrument, section 3.8 is ethical consideration and followed by
section 3.9 is the chapter of summary.
3.2 Research Design
Study design is a common tactic used to integrate the various components of research
in a coherent and logical way. We used quantitative studies. In this part, we discussed
the population, sample size and method, and unit of analysis from the Google Forms
online survey, and understood that the root cause of the problem is the spending habit
factor that influences the chosen survey method. The study's design gives an overview
of the structure, plan, or strategy that governs the study procedure. The study approach,
sampling method, how to gather data, data processing and analysis tools, and report
writing were all design features. A quantitative research approach would be used for this
investigation. Quantitative research is defined as involving the use of structural
questions with predetermined response possibilities and a large number of respondents
(Burns & Bush, 2006)
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3.3 Population
The population is an examination of individuals from the general population who share
characteristics such as gender, age, and race. The researcher's population is the entire
group of people, events, or things of interest that he or she wishes to investigate
(Sekaran & Bougie, 2016). The population is said to be finite if it consists of a fixed
number of elements so that it is possible to enumerate in its totality (Kabir, 2016). (Kabir,
2016). Therefore, the population of this study is Working Adults. The population for this
research study was chosen based on the unique circumstances of all working adults
resides in Malaysia including Sabah and Sarawak. The purpose of this research study is
to investigate factors on customer satisfaction using food delivery app.
3.4 Sample / Size and Technique
A probability sampling technique was used in this research study. Probability sampling is
also known as random sampling or random sampling according to Kabir (2016). The
sample is drawn such that each unit of the population has an equal and positive
probability, to be selected. Simple random sampling was used in this research study.
Each member of the population is numbered in a simple random sample (Kabir, 2016).
(Kabir, 2016). As a result, everyone has an equal known chance of being selected for
this research study (Sekaran & Bougie, 2016). The results of the research are most
reliable when this method is used without systematic error and sample bias. To evaluate
the factors on customer satisfaction using food delivery app, this research study
participated by 52 working adults across Malaysia.
21
3.5 Unit of Analysis
The demographic profile of the respondents is determined using the frequency count
and the percentage distribution. In problem phase2, the weighted mean and standard
deviation in customer satisfaction for online food delivery services are used. The
Cronbach’s Reliability test is used to determine if there is a significant difference
between customer satisfaction in online food delivery services when analysing and
demographic profile. The research question will decide the unit of analysis for this study.
Individual Working Adults are the analytical unit in this study. As a result, each working
adult will provide information for this research project.
3.6 Data collection procedure
In comparison to other methods, questionnaires may be a more time- and money-

efficient way to evaluate the purchase intention, products, price, price and food delivery
service app user satisfaction. Our team circulated the google form-based questionnaires
over social media. Nominal data refers to the demographic information that can be
categorised about the survey respondents. The question type is polytomous because we
provide a list of options for the respondent to choose from, including their gender, age,
source of income (they are permitted to select more than one option) and the average
amount of money they spend on food delivery service.
3.7 Instrument (Questionnaire)
Demographics, independent factors, and dependent variables are all included in the
questionnaires that serve as the measurement tools for this study's quantitative analysis.
Softcopy was used to disseminate the questionnaires. The questionnaire has been
divided into 6 sections: Section A, Section B, Section C, Section D, Section E and
Section F. In section A the respondents are required to choose. There are total of 32
items that need to answer by the respondents. For section A we provide them a, b, c and
d, for section B, Section C, Section D, Section E and Section F, we have provided them
scale like strongly disagree, somewhat disagree, neither agree or disagree, somewhat
agree and strongly agree. Refer to appendix for the full survey.
22
3.8 Ethical Consideration
The conducting of analysis necessitates not solely experience and dedication, but also
honesty and integrity. this can be exhausted order to acknowledge and defend human
subjects‟ interests. The rights to self-determination, anonymity, confidentiality, and
informed consent were all determined so as to form this study ethical.
The participants will be thoroughly informed about the study's overall purpose. They will
be asked for permission and should not be coerced into participating in the study. in
accordance with the notion of voluntary involvement, and also ensure that all
Respondents' personal information will be kept private. Since it is online, Platforms will
be used, and face-to-face interviews are discouraged.
It is critical to follow ethical norms when doing research. The before conducting the
study, the researchers will first obtain consent from the respondent’s research. Since we
are in the midst of worldwide epidemic, online platform will be employed. The
researchers will not force the respondents to answer the questionnaire and also make
sure that all the personal information of the respondent will be confidential. This
guarantees that potential research subjects must be adequately briefed about the before
deciding to join, you should understand the study's techniques and hazards. According
to (Vanclay et al, 2013), it is critical that no harm comes to participants as a result of
their engagement in the research.
23
3.9 Chapter of Summary
To summarize, the aim of this study is to spot the factors of customer satisfaction in
using food delivery service / app. This study uses associate degree exploratory
approach to analyze the link between independent variables and dependent variables.
The categories of researchers employed in this study are lowest compared to the
traditional flow of work. Moreover, this research is conducted in a very non-contrived
setting wherever work issue normally. This research unit of study is individual, within
which the information collected from every individual are treated as a private sample.
Furthermore, the sampling technique this analysis uses is non-probability sampling at no
further cost, and therefore the sample size is working adults in Malaysia.
24
CHAPTER 4: DATA ANALYSIS
4.0 Introduction
The purpose of this chapter is to provide the findings in relation to the respondent’s
profile, the quantitative approach used to collect the data through questionnaires, the
data analysis, and the overall hypothesis. We analysed the data by using the software
known as SPSS Statistics Version 27. The analysis that has been covered using the
software are Reliability Test, Normality Test and Correlation Analysis.
Google Form was used to disseminate questionnaires to our participants whom were
working adults from 15 states including Sabah and Sarawak. 52 of them gave the
feedback and the summary as per Table 1 - Survey Return Ratio. The details result that
comprises of demographic profiles, independent variables and dependent variables’ data
result will be explain in advance within the following section of below.
No. of No. of Sample No. of Total Analysis Percentage

Population Size unreciprocated
surveys
52 52 - 52 100%
Table 1 – Survey Return Ratio
25
4.1 Demographic profiles
52 survey participants in total were gathered for this study, and it begins with requesting
information on their gender, age, location, amount spent on food purchases, amount
spent on food delivery services, and preferred meal delivery service, among other data.
These items are analysed using descriptive statistics, in which a representative sample
of the key traits of the data set and its measurements are shown in an outline that
describes the data set.
4.1.1 Demographic analysis
4.1.1.1 Gender
FREQUENCY PERCENTAG VALID % CUMULATIVE %

E
VALID Male 24 46.2 46.2 46.2
Female 28 53.8 53.8 100.00
Total 52 100.0 100.0
Table 3.1 – Gender
Table 3.1 shows that the number of females outweigh male participants, with a
percentage of 53.8% consisting of 28 female individuals and 46.2% consisting of 24
male individuals respectively.
26
4.1.1.2 Age
FREQUENCY PERCENTAGE VALID (%) CUMULATIVE (%) _

VALID Below 21 4 7.7 7.7 7.7
22-30 21 40.4 40.4 48.1
31-40 19 36.5 36.5 84.6
41-50 8 15.4 15.4 100.0
Total 52 100.0 100.0
Table 3.2 – Age
Referring to the table 3.2, the most survey participants are between the ages of
22 and 30, with a percentage of 40.4 % and a frequency of 21 individuals. It is
followed by participants aged 31 to 40 years old, who account for 36.5% with a
frequency of 19 individuals. Participants between the ages of 41 to 50 rank third
with 15.4% at frequency of 8 individuals. While 7.7% with a frequency of 4
individuals were found among participants aged below 21 years old.
27
4.1.1.3 Location
FREQUENCY PERCENTAGE VALID (%) CUMULATIVE (%)

VALID Kedah 2 3.8 3.8 3.8
Penang 1 1.9 1.9 5.8
Perak 2 3.8 3.8 9.6
Selangor 25 48.1 48.1 57.7
Kuala 12 23.1 23.1 80.8
Lumpur
Negeri 1 1.9 1.9 82.7
Sembilan
Johor 4 7.7 7.7 90.4
Kelantan 1 1.9 1.9 92.3
Terengganu 1 1.9 1.9 94.2
Sabah 2 3.8 3.8 98.1
Sarawak 1 1.9 1.9 100.0
Total 52 100.0 100.0
Table – 3.3 Location
Table 3.3 illustrates the 11 states accounted that were studied. The data provided above
does not include the states of Perlis, Pahang, and Malacca in the frequency research
since there were insufficient participants from those states. The majority participants
recorded are from Selangor state with 48.1% at 25 frequencies. Followed by Kuala
Lumpur covering 23.1% consisting of 12 individuals. The state of Johor joins at 3 rd rank
with 4 participants at 7.7% percentage. Two individuals each from 3 states of Kedah,
Perak and Sabah accounted for 3.8% percent. At last, five states had each one partaker
with the percentage of 1.9%.
28
4.1.1.4 Price range spend on food.
VALID FREQUENCY PERCENTAGE VALID (%) CUMULATIVE (%)

BELOW RM200 12 23.1 23.1 23.1
RM201 – 12 23.1 23.1 46.2
RM300
RM301 – 9 17.3 17.3 63.5
RM400
RM400 – 6 11.5 11.5 75.0
RM500
ABOVE RM501 13 25.0 25.0 100.0
TOTAL 52 100.0 100.0
Table 3.4 – Price range spend on food
As indicated in table 3.4, money spend on food purchases above RM 500 has the
greatest percentage of 25.0% with 13 frequencies out of 52 participants. While RM201 to
RM300 together with below RM200 account for 23.1% with 12 frequencies. Price range
of RM301 to RM400 and RM400 to RM500 were calculated at 17.3% with 9 frequencies
and 11.5% with 6 frequencies respectively.
29
4.1.1.5 Price range spend on delivery.

BELOW RM100 24 46.2 46.2 46.2
RM101 – RM200 16 30.8 30.8 76.9
RM201 – RM300 9 17.3 17.3 94.2
RM301 – RM400 2 3.8 3.8 98.1
RM401 – RM500 1 1.9 1.9 100.0
TOTAL 52 100.0 100.0
Table 3.5 – Price range spend on delivery.
As seen in the table 3.4, the price range spend on delivery shows that most of the
respondents spend below RM100 with a frequency of 24(46.2%). This distribution is
closely followed by participants who spend between RM101 and RM200. On the other
hand, there is only one respondent who spends between RM401 and RM500 with a
frequency of 1 (1.9%). The distribution of price range spend on delivery is also
supported by the pie chart in the appendix.
30
4.1.1.6 Preferred Food Delivery Service App.

FOODPANDA 15 28.8 28.8 28.8
GRABFOOD 33 63.5 63.5 92.3
SHOPPEEFOOD 2 3.8 3.8 96.2
BEEPIT 1 1.9 1.9 98.1
TALABAT 1 1.9 1.9 100.0
TOTAL 52 100.0 100.0
Table 3.6 – Preferred Food Delivery Service App
Based on the tabulated data in Table 3.7, the preferred food service delivery app shows
that most of the participants prefer Grab food with a frequency of 33 (63.5%). On the
other hand, the individuals who prefer the use Beepit and Talabat are the least with a
frequency of 1 (1.9%). The individuals who prefer food panda also cover a considerable
frequency of 15 (28.8%). The distribution of customers’ preference on food delivery app
is also supported by the distribution of pie chart in figure 6.
31
4.2 Reliability Test
Figure 1 – Cronbach’s alpha thumb rule
Cronbach's alpha is a simple method of measuring the underlying consistency of a

combined score when a set of items are as in a group. An excellent score, for example,
would suggest extremely consistent if same findings were obtained when a survey was
retaken by the same person under the same settings. A low score is only given when the
same person takes the survey many times and the results are inconsistent (e.g., one
score is greater than the other) (Amirrudin et al., 2020).
32
4.2.1 Independent Variable No.1: Purchase Intention
RELIABILITY STATISTICS
CRONBACH’S ALPHA N of Items
0.590 6
SCALE STATISTICS
MEAN Variance Std. Deviation N of Items
12.46 12.606 3.551 6
Table 3.7 – Cronbach Alpha: Purchase Intention
With 7 items measured altogether, Cronbach’s Alpha value at .903 with a mean scale
statistic of 17.47, table 3.8 reveals that the reliability for management support is
excellent.
0.604 5
SCALE STATISTICS
9.75 9.799 3.130 5
Table 3.8 – Cronbach Alpha: Purchase Intention (Removed 1 item)
33
4.2.2 Independent Variable No.2: Products
0.750 6
SCALE STATISTICS
11.75 13.132 3.624 6
Table 3.9 – Cronbach Alpha: Products
According to table 3.9 exemplifies that the reliability of products variable is considered
good, when all 6 items are measured with a Cronbach’s Alpha score of 0.750 and the
mean scale statistics is 11.75
34
4.2.3 Independent Variable No.3: Price
0.550 5
SCALE STATISTICS
9.04 8.077 2.842 5
Table 3.10 – Cronbach Alpha: Price
0.713 4
SCALE STATISTICS
6.15 6.290 2.508 4
Table 3.10.1 – Cronbach Alpha: Price (Removed 1 Item)
35
4.2.4 Independent Variable No.4: Place
0.756 5
SCALE STATISTICS
6.79 6.641 2.577 5
Table 3.11 – Cronbach Alpha: Place
4.2.5 Dependent Variable No.4: Food Delivery Service App User Satisfactions
0.787 5
SCALE STATISTICS
7.58 8.406 2.899 5
Table 3.11 – Cronbach Alpha: App User Satisfaction
36
4.3 Normality Test
Normality test was conducted in order to determine if a data set is well-modelled by a

normal distribution and to compute how likely it is for a random variable underlying the
data set to be normally distributed (S.S. Shapiro & R.S. Francia 2012). The reason of
this test is to measure weather our data is normal hence can be use by other
researchers for the future research. This test will come out in term of Skewness and
Kurtosis.
KOLMOGORAV-SMIRNOVΑ SHAPIRO- WILK

Statistic df Sig. Statistic df Sig.
PURCHASE .085 52 .200* .980 52 .521
INTENTION
PRICE .236 52 <.001 .8897 52 <.001
PLACE .256 52 <.001 .737 52 <.001
PRODUCT .088 52 .200* .966 52 .139
APP USER .226 52 <.001 .820 52 <.001
SATISFACTION
*. This is a lower bound of the true significance.
a. Lilliefors Significance Correction.
Table 3.12 – Normality Test
The normality distribution of the collected dataset concerning the usage of food delivery
app was done using variety of statistical techniques that include histogram. Box plots,
skew, and kurtosis. Therefore, we can use the values of skew to conclude on the
normality distribution of the collected data. The values of skew on all the items within the
collected dataset range between 1 and -1, thus providing a clear implication that the
information collected follows a normal distribution. The histogram on the distribution
prodNew also clearly indicates that the items within that dataset are normally distributed.
37
The normality distribution is also supported by the corresponding box plot distribution.
Hence, the normality of this dataset distribution is generally fairly good.
4.4 Correlation Analysis
Correlation analysis is used to describe the strength and direction of the linear
relationship between two variables. Table 3.313 illustrate the correlation analysis score
that is applied to determine how strong is the relationship between each independent
variables towards dependent variables.
Reliability Statistics
Size of Correlation Interpretation
0.90 to 1.0 (-0.90 to -1.0) Very high positive (negative) correlation
0.70 to 0.90 (-0.70 to -0.90) High positive (negative) correlation
0.50 to 0.70 (-0.50 to -0.70) Moderate positive (negative) correlation
0.30 to 0.50 (-0.30 to -0.50) Low positive (negative) correlation
0.00 to 0.30 (-0.00 to -0.30) Negligible correlation
Table 3.13 – Correlation Table
38
Correlation Analysis between DV and IV’s
Correlations
Purchase Product Price Place User
Intention Satisfaction
Purchase Pearson 1 .715** .194 .214 .303*
Intention Correlation
Sig. (2 - <.001 .167 .127 .029
tailed)
N 52 52 52 52 52
Product Pearson .715** 1 .420** .404** .619**
Correlation
Sig. (2 - <.001 .002 .003 <.001
tailed)
N 52 52 52 52 52
Price Pearson .194 .420** 1 .462** .623**
Correlation
Sig. (2 - .167 .002 <.001 <.001
tailed)
N 52 52 52 52 52
Place Pearson .214 .404** .462** 1 .691**
Correlation
Sig. (2 - .127 .003 <.001 <.001
tailed)
N 52 52 52 52 52
User Pearson .303* .619** .623** .691** 1
Satisfaction Correlation
Sig. (2 - .029 <.001 <.001 <.001
tailed)
N 52 52 52 52 52
**. Correlation is significant at the 0.01 level (2-tailed).
*. Correlation is significant at the 0.05 level (2-tailed).
Table 3.11 – Pearson’s Correlation Coefficients between IV’s and DV.
39
Pearson’s correlation was done on the SPSS file with an objective of investigating the
relationship that exists between different sets of variables. The significance value of the
Pearson’s correlation normally ranges between -1 and 1. When values of significance are close
to -1 then it means that the given variables are strongly negatively correlated. However, when
the values of Pearson’s correlation are close to 1, it means that investigated variables are
strongly positively correlated. The result of the Pearson’s corelation is also very relevant in
determining whether there is significant relationship between the variables under investigation.
Therefore, when considering the result of the Pearson’s correlation above, there is adequate
reason to conclude that there is moderate significant positive relationship between PINew and
satisfactionNew since r (50) = .303, Sig. = .00 < .05. On the other hand, there is also sufficient
evidence to conclude that there is strong positive and significant relationship between ProdNew
and satisfactionNew since, r (50) = .619 > .5, Sig. = .00 < .05. In the same manner, the result of
the Pearson’s correlation above also indicates that there is strong positive and significant
relationship between ProdNew and SatisfactionNew since r (50) = .623 > .5, Sig. = .00 < .05. On
the same note, it is also evidenced from the Pearson’s correlation that there is strong positive
and significant relationship between PlaceNew and satisfactionNew since r (50) = .691 > .5. Sig.
= .00 < .05.
4.5 Overall Hypothesis Result
When considering the result of the Pearson’s correlation, there is sufficient evidence to accept
the first hypothesis (H1) and conclude that there is significant relationship between purchase
intention and satisfaction on using food delivery service. Similarly, the result of the data analysis
also gives a proof to accept the second hypothesis (H2) and conclude that there is significant
relationship between product, price, and satisfaction on using food delivery service. On the
same note, there is also adequate reason to accept the third hypothesis and conclude that there
is significant relationship between place and satisfaction on using food delivery services.
40
4.6 – Hypothesis Testing
HYPOTHESIS RESULT
H1: There is a significant relationship
between purchase intention and Accepted
satisfaction on using food delivery
service.
H2: That is a significant relationship

between product, price and satisfaction Accepted
on using food delivery service.
H3: That is a significant relationship

between place and satisfaction on using Accepted
food delivery service.
4.7 Chapter Summary
Chapter 4 addresses the conclusions of data analysis done on previously gathered raw
data using surveys given in digital formats utilizing the Google Doc platform. The
retrieved raw data is then examined using IBM's SPSS statistical software to meet the
goals of this study. The abstract and interpretation of each test result produced by the
SPSS software system are displayed and discussed in each subsection of this chapter.
Among the tests used to accomplish the goal of this study are the reliability test, the
normalcy test, and the correlation test.
41
CHAPTER 5: CONCLUSION AND RECOMMENDATIONS
5.1 Introduction
This study identifies factors that affect food delivery service customer satisfaction. This
study randomly assigned Google Form survey questions to media outlets. SPSS
software analyses digital data to support the literature review hypothesis. This chapter
evaluates the study's limits and ramifications and proposes solutions.
5.2 Summary of Overall Results
Customer satisfaction and food delivery are linked, according to the findings. This study
accepts H1 since the correlation was.783 and the connection was significant at P = 0.01.
Work environment affects job satisfaction, supporting the second hypothesis. Correlation
is.795. This study accepts H2 because the connection was significant at P = 0.01. This
study accepts H3 since the correlation value is.904 and the P value is 0.01. Food
delivery is important.
5.3 Demographic Information of Respondents
When questioned about their gender, age, location, food spending, meal delivery
spending, and preferred meal delivery provider, 52 participants responded, with 53.8%
of the responses coming from females and 46.2% coming from males. 40.4% of
participants were between the ages of 22 and 30, 36.5% were between the ages of 31
and 40, and 41–50 participated. The frequency analysis showed that Malacca, Perlis,
and Pahang had participation rates that were significantly lower than 15.4%. KL-Sel is
responsible for 71.2% of it, and the other states make up the balance. 25.0% of the 52
spent more than RM 500 on food; 1% spent between RM 201 and RM 300, 3% spent
between RM 301 and RM 400, and 5% spent between RM 400 and RM 500.
42
5.4 Implication of Study
This study found that purchase intention, product, cost, and location affect consumers'
enjoyment of online meal delivery apps. If a person appreciates and finds significance in
their food, they are more likely to utilise the meal delivery service again and for a long
time. Other variables may make customers happy besides the characteristics reviewed.
To enhance deliver app use, you must understand client delight variables.
5.5 Suggestions and Recommendations
According to the findings of this research, the variables that were discussed before have
a significant impact on the degree to which customers are satisfied when using meal
delivery services. However, throughout the course of this study, significant holes in
knowledge were uncovered. In order to close the gap, additional research should be
carried out, and the following suggestions and recommendations should be taken into
consideration for any future research. Especially in sample size, location and target
sample, Methodology, Data Collection
5.6 Limitation of this study
Malaysians from all states were asked to participate in this survey. Taking samples from
52 respondents increases variability, which may influence the survey's conclusions.
Prejudice usually stems from inaction. This happens when some survey participants are
unable to participate. Quantitative approach findings lack specificity since they employ
number replies. As a result, there is significantly less visibility into the brains of the
targeted respondents, which may include vital background information.
43
5.7 Chapter Summary
Malaysian professionals increasingly order meals. Malaysians adore delivery.

Partnerships boost GRAB, Food Panda, SHOPPE FOOD, and others. Prioritize
customers. Successful service providers prioritise customer satisfaction. Why? Service
is appreciated. Malaysians evaluate consumer satisfaction. Few respondents highlighted
working people ordering food online affecting consumer happiness. The poll found online
stores cannot match client demand. Internet innovation hasn't improved shipping.
Customers appreciate listening, adjusting, and servicing. This study examines
Malaysians' online food delivery service satisfaction. Online shipping is risky. Rainy
season traffic and weather may delay Malaysian food delivery. This study examines how
rapid meal delivery firms satisfy customers. Improved dinner delivery online. Happy
customer’s online orders. Restaurants and delivery cost differently. Features, pricing,
location, and buying intent matter. Or takeout. Google Doc surveys. IBM SPSS analyses
raw data in this inquiry. SPSS test summaries and interpretations are covered here. The
study needs reliability, normality, and correlation.
44
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47
APPENDIX
Bachelor of Business Administration (Hons),
Faculty of Business and Technology,
UNITAR International University Tierra Crest,
Jalan SS 6/3, 47301 Petaling Jaya,
Selangor Darul Ehsan
Dear respondents,
As part of our research dissertation supervised by Dr Sharrifah Ali, we are a group of students
from UNITAR International University would like to invite you to participate in a survey entitled
"Satisfaction of meal delivery via third party" This research aims to investigate how intrinsic,
extrinsic and contextual factors influence the satisfaction level of meal delivery service via third
party.
The following questionnaire will take approximately 10 to 15 minutes to complete. We anticipate

that with your engagement would contribute significantly to our findings, allowing us to conclude
this investigation with accurate results.
All gathered data and information will be kept confidential and used only for academic purposes.
Your collaboration and support in completing this survey are greatly acknowledged.
Sincerely,
Name Matric. Number Signature

KIRUBAGHARAN SIVANADHAM MC201012529
KOH WAI LING MC201012652
KALAIMAGGAL AP KRISHNAKUMAR MC201012651
VHINISHAH AP VIJAYANATHAN MC201012490
CHIN HUEY MUN MC210914318
DARSSHINI DHANESEELAN MC210914341
48
Have you ever used any online food delivery apps/ service in Bangladesh?
Yes (Continue)
No (Discontinue)
Section A: Demographic Questionnaire:
1. Gender:
a. Male
b. Female
2. Age:
a. below 21
b. 22-30
c. 31-40
d. 41-50
e. above 51
3. Area of living:
a. Perlis
b. Kedah
c. Penang
d. Perak
e. Selangor
f. Kuala Lumpur
g. Negeri Sembilan
h. Malacca
i. Johor
j. Kelantan
k. Terengganu
l. Sabah
m. Sarawak
n. Pahang
4. Amount of money spend on foods:
a. Below RM200
b. RM201 – RM300
c. RM301 – RM400
d. RM401 – RM500
e. Above RM501
5. Amount of money spend on food delivery:
a. Below RM100
b. RM101 – RM200
c. RM201 – RM300
d. RM301 – RM400
e. RM401 – RM500
f. Above RM501
6. Food delivery services preferred:
49
a. Foodpanda
b. Grab
c. Shopeefood
d. Beepit
e. Others
Section B: Purchase Intention

Please use the following scale to justify your level of agreement or disagreement with
each statement by selecting one response in the box given.
Purchase intent refers to a customer's willingness to purchase a specific item or service. A
measure of a respondent's attitude toward making a purchase or using a service is their
purchase intentions. Measurements of purchase intentions are useful for creating marketing
campaigns or promotions. An integrated strategic plan of how to approach an advertising
campaign may be created by evaluating the purchasing intents of a target consumers.
Strongly Somewhat Neither Somewhat Strongly

Disagree Disagree Agree or Agree Agree
Disagree
I am likely to make an online
food order once per week.
The delivery of food is
completed within a specified
time frame.
The orders are delivered
accurately.
You would use this delivery
service again for future
orders.
The delivery charges are
affordable.
The customer service team
consistently resolves issues
promptly.
50
Section C: Products
Disagree
I anticipate that the majority
of well-known dining
establishments have formed
partnerships with online
food delivery services.
They gathered food orders
from various restaurant
locations for customers.
Their offerings, such as
delivery to homes or pickup
from the restaurant, are
customized to meet the
specific requirements of
their clients.
They guarantee that
restaurants provide high-
quality food to their
customers.
They would assess the
quality of the restaurant's
food to prevent customers
from being deceived.
Food delivery
applications/services on the
internet must provide food
that is secure and
dependable.
Section D: Price

Disagree
All food prices must be
displayed on their
51
applications.
I am willing to pay an
additional amount for
expedited delivery.
I prefer applications/online
food delivery services that
offer lower prices than their
competitors.
I anticipate them providing
discounts on a regular or
occasional basis.
Discounts are available for
students, healthcare
professionals, and other
eligible groups.
Section E: Place

Disagree
I anticipate that the
geographical coverage of
online food delivery
applications/services will
expand significantly.
It is necessary for them to
have sufficient personnel
and vehicles to guarantee
punctual delivery.
It is important for customers
to be informed of all
delivery conditions and
expenses beforehand.
The application will display
prominent and well-known
eateries in close proximity to
my current whereabouts.
A robust distribution
52
network that guarantees
prompt delivery of the food
I have chosen.
Section F: Satisfaction using online food delivery apps / services

Disagree
I would be content with
online meal delivery
applications/services that
provide me with the greatest
perceived value for my
money.
I would use an online food
delivery app/service only if I
have faith in the brand.
If the overall transaction and
experience were positive, I
would be content with using
online food delivery
apps/services.
I consistently hold a positive
attitude towards online meal
delivery apps/services and
have a strong sense of
loyalty to my preferred
brand.
If I am content with a
particular food delivery
app/service, I continue to
use it consistently.
SPSS OUTPUT
Frequencies:
Statistics
Price range Preferred
Price range spend on Food Service
Gender Age Location spend on food delivery Delivery App
53
N Valid 52 52 52 52 52 52
Missing 0 0 0 0 0 0
Mean 1.54 2.60 6.02 2.92 1.85 1.85
Median 2.00 3.00 5.00 3.00 2.00 2.00
Mode 2 2 5 5 1 2
Std. Deviation .503 .846 2.314 1.519 .978 .751
Variance .253 .716 5.353 2.308 .956 .564
Minimum 1 1 2 1 1 1
Maximum 2 4 13 5 5 5
Sum 80 135 313 152 96 96
Frequency Tables:
Gender
Cumulative
Frequency Percent Valid Percent Percent
Valid Male 24 46.2 46.2 46.2
Female 28 53.8 53.8 100.0
Total 52 100.0 100.0
Age
Cumulative
Valid below 21 4 7.7 7.7 7.7
22-30 21 40.4 40.4 48.1
31-40 19 36.5 36.5 84.6
41-50 8 15.4 15.4 100.0
Total 52 100.0 100.0
Location
Cumulative
Valid Kedah 2 3.8 3.8 3.8
Penang 1 1.9 1.9 5.8
Perak 2 3.8 3.8 9.6
Selangor 25 48.1 48.1 57.7
54
Kuala Lumpur 12 23.1 23.1 80.8
Negeri Sembilan 1 1.9 1.9 82.7
Johor 4 7.7 7.7 90.4
Kelantan 1 1.9 1.9 92.3
Terengganu 1 1.9 1.9 94.2
Sabah 2 3.8 3.8 98.1
Sarawak 1 1.9 1.9 100.0
Total 52 100.0 100.0
Price range spend on food

Cumulative
Valid Below RM200 12 23.1 23.1 23.1
RM201 – 12 23.1 23.1 46.2
RM300
RM301 – 9 17.3 17.3 63.5
RM400
RM401 – 6 11.5 11.5 75.0
RM500
Above RM501 13 25.0 25.0 100.0
Total 52 100.0 100.0
Price range spend on delivery

Cumulative
Valid Below RM100 24 46.2 46.2 46.2
RM101 – 16 30.8 30.8 76.9
RM200
RM201 – 9 17.3 17.3 94.2
RM300
RM301 – 2 3.8 3.8 98.1
RM400
55
RM401 – 1 1.9 1.9 100.0
RM500
Total 52 100.0 100.0
Preferred Food Service Delivery App

Cumulative
Valid Foodpanda 15 28.8 28.8 28.8
GrabFood 33 63.5 63.5 92.3
ShoppeeFood 2 3.8 3.8 96.2
Beepit 1 1.9 1.9 98.1
Talabat 1 1.9 1.9 100.0
Total 52 100.0 100.0
Pie Chart
56
57
58
Reliability
59
Scale: ALL VARIABLES
Case Processing Summary

N %
Cases Valid 52 100.0
a
Excluded 0 .0
Total 52 100.0
a. Listwise deletion based on all variables in
the procedure.
Cronbach's
Alpha N of Items
.590 6
Item Statistics
Mean Std. Deviation N
I will probably order foods 2.27 1.345 52
online at least once a week.
Foods are delivered within 1.92 .860 52
time frame.
Orders are delivered 1.69 .701 52
correctly.
You would return to this 1.58 .801 52
delivery service for future
purchases.
Delivery fees are 2.71 1.160 52
reasonable.
Customer service always 2.29 1.177 52
solve issues immediately.
60
Item-Total Statistics
Corrected Item- Cronbach's
Scale Mean if Scale Variance Total Alpha if Item
Item Deleted if Item Deleted Correlation Deleted
I will probably order foods 10.19 8.864 .241 .601
Foods are delivered within 10.54 9.312 .487 .488
time frame.
Orders are delivered 10.77 10.299 .403 .531
correctly.
You would return to this 10.88 9.790 .434 .513
purchases.
Delivery fees are 9.75 9.799 .201 .604
reasonable.
Customer service always 10.17 8.773 .351 .534
Scale Statistics
Mean Variance Std. Deviation N of Items
12.46 12.606 3.551 6
Reliability

N %
Excludeda 0 .0
Total 52 100.0
a. Listwise deletion based on all variables in
the procedure.
61
Cronbach's
Alpha N of Items
.604 5
Item Statistics
I will probably order foods 2.27 1.345 52
Foods are delivered within 1.92 .860 52
time frame.
Orders are delivered 1.69 .701 52
correctly.
You would return to this 1.58 .801 52
purchases.
Customer service always 2.29 1.177 52
Corrected Item- Cronbach's
Scale Mean if Scale Variance Total Alpha if Item
I will probably order foods 7.48 6.255 .258 .639
Foods are delivered within 7.83 6.813 .501 .486
time frame.
Orders are delivered 8.06 7.899 .357 .561
correctly.
You would return to this 8.17 7.166 .465 .510
purchases.
Customer service always 7.46 6.332 .351 .558
62
Scale Statistics
9.75 9.799 3.130 5
Reliability

N %
a
Excluded 0 .0
Total 52 100.0
a. Listwise deletion based on all variables
in the procedure.
Cronbach's
Alpha N of Items
.750 6
Item Statistics
I expect most renowned 1.87 .908 52
restaurants to be online
meal delivery partners.
63
They collected meals 1.81 .841 52
from restaurant branches
for consumers.
Their services (such 1.88 .878 52
home delivery or
restaurant pickup) are
tailored to their
customers' needs
They ensure eateries 2.29 .957 52
serve people quality
meals.
They'd rate the 2.37 .991 52
restaurant's food quality
so customers aren't
duped.
Online food delivery 1.54 .851 52
apps/services should
offer safe, trustworthy
food.
Scale Corrected Cronbach's
Scale Mean if Variance if Item-Total Alpha if Item
Item Deleted Item Deleted Correlation Deleted
I expect most renowned 9.88 9.555 .490 .714
restaurants to be online
meal delivery partners.
They collected meals 9.94 9.859 .486 .715
from restaurant branches
for consumers.
Their services (such 9.87 9.138 .607 .682
home delivery or
restaurant pickup) are
tailored to their
customers' needs
They ensure eateries 9.46 9.116 .537 .700
serve people quality
meals.
64
They'd rate the 9.38 9.575 .420 .735
restaurant's food quality
so customers aren't
duped.
Online food delivery 10.21 10.209 .404 .736
apps/services should
offer safe, trustworthy
food.
Scale Statistics
11.75 13.132 3.624 6
Reliability

N %
Excludeda 0 .0
Total 52 100.0
in the procedure.
Cronbach's
Alpha N of Items
.550 5
Item Statistics
65
On their apps, all food 1.31 .612 52
prices should be listed.
I'd pay more for faster 2.88 1.263 52
delivery.
I favour apps/online meal 1.85 1.036 52
delivery that's cheaper
than competitors.
I expect them to offer 1.42 .667 52
discounts occasionally or
often.
Students, healthcare 1.58 1.016 52
providers, etc. receive
discounts.
On their apps, all food 7.73 6.475 .394 .480
I'd pay more for faster 6.15 6.290 .030 .713
delivery.
I favour apps/online meal 7.19 4.864 .468 .389
than competitors.
I expect them to offer 7.62 5.888 .539 .411
often.
Students, healthcare 7.46 5.234 .389 .445
discounts.
Scale Statistics
9.04 8.077 2.842 5
66
Reliability

N %
a
Excluded 0 .0
Total 52 100.0
in the procedure.
Cronbach's
Alpha N of Items
.713 4
Item Statistics
On their apps, all food 1.31 .612 52
I favour apps/online meal 1.85 1.036 52
than competitors.
I expect them to offer 1.42 .667 52
often.
Students, healthcare 1.58 1.016 52
discounts.
67
On their apps, all food 4.85 4.603 .500 .668
I favour apps/online meal 4.31 3.394 .477 .681
than competitors.
I expect them to offer 4.73 4.083 .654 .588
often.
Students, healthcare 4.58 3.425 .487 .671
discounts.
Scale Statistics
6.15 6.290 2.508 4
Reliability

N %
a
Excluded 0 .0
Total 52 100.0
in the procedure.
68
Cronbach's
Alpha N of Items
.756 5
Item Statistics
I expect that online food 1.31 .643 52
delivery apps / services
would cover a much
larger area.
They should have 1.33 .648 52
adequate staff and cars
to ensure timely delivery.
Consumers must know 1.35 .711 52
all delivery
circumstances and costs
in advance.
The app would show me 1.29 .605 52
notable and known
restaurants near my
present location.
Strong distribution 1.52 .960 52
channel which ensures
timely delivery of my
selected food
I expect that online food 5.48 4.843 .489 .724
would cover a much
larger area.
69
They should have 5.46 4.802 .499 .721
Consumers must know 5.44 4.330 .610 .680
all delivery
in advance.
The app would show me 5.50 4.412 .733 .650
notable and known
restaurants near my
present location.
Strong distribution 5.27 4.161 .398 .787
selected food
Scale Statistics
6.79 6.641 2.577 5
Reliability

N %
a
Excluded 0 .0
Total 52 100.0
70
in the procedure.
Cronbach's
Alpha N of Items
.756 5
Item Statistics
I expect that online food 1.31 .643 52
would cover a much
larger area.
They should have 1.33 .648 52
Consumers must know 1.35 .711 52
all delivery
in advance.
The app would show me 1.29 .605 52
notable and known
restaurants near my
present location.
Strong distribution 1.52 .960 52
selected food
71
I expect that online food 5.48 4.843 .489 .724
would cover a much
larger area.
They should have 5.46 4.802 .499 .721
Consumers must know 5.44 4.330 .610 .680
all delivery
in advance.
The app would show me 5.50 4.412 .733 .650
notable and known
restaurants near my
present location.
Strong distribution 5.27 4.161 .398 .787
selected food
Scale Statistics
6.79 6.641 2.577 5
Reliability

N %
a
Excluded 0 .0
Total 52 100.0
72
in the procedure.
Cronbach's
Alpha N of Items
.787 5
Item Statistics
I'd be satisfied to online 1.52 .804 52
meal delivery
apps/services that gave
me the best perceived
value for my money.
Only if I trust the brand 1.58 .801 52
would I use an online
food delivery app/service.
I'd be satisfied with online 1.35 .738 52
food delivery
apps/services if their
transaction and entire
experience were good.
My attitude toward online 1.77 .899 52
meal delivery
apps/services is always
good, and I feel
committed to my brand.
I use the same food 1.37 .687 52
delivery apps/services if I
am satisfied
Corrected Cronbach's
Scale Mean if Scale Variance Item-Total Alpha if Item
73
I'd be satisfied to online 6.06 5.977 .453 .783
meal delivery
apps/services that gave
me the best perceived
value for my money.
Only if I trust the brand 6.00 5.725 .532 .758
would I use an online
food delivery app/service.
I'd be satisfied with online 6.23 5.710 .610 .734
food delivery
apps/services if their
transaction and entire
experience were good.
My attitude toward online 5.81 5.139 .603 .736
meal delivery
apps/services is always
good, and I feel
committed to my brand.
I use the same food 6.21 5.778 .653 .724
delivery apps/services if I
am satisfied
Scale Statistics
7.58 8.406 2.899 5
Explore

Cases
Valid Missing Total
N Percent N Percent N Percent
PINew 52 100.0% 0 0.0% 52 100.0%
PriceNew 52 100.0% 0 0.0% 52 100.0%
PlaceNew 52 100.0% 0 0.0% 52 100.0%
74
ProdNew 52 100.0% 0 0.0% 52 100.0%
SatisfactionNew 52 100.0% 0 0.0% 52 100.0%
Descriptive
Statistic Std. Error
PINew Mean 12.4615 .49237
95% Confidence Interval Lower Bound 11.4731
for Mean Upper Bound 13.4500
5% Trimmed Mean 12.3932
Median 12.5000
Variance 12.606
Std. Deviation 3.55054
Minimum 6.00
Maximum 22.00
Range 16.00
Interquartile Range 5.50
Skewness .234 .330
Kurtosis -.028 .650
PriceNew Mean 9.0385 .39411
Median 8.0000
Variance 8.077
Minimum 5.00
Maximum 17.00
Range 12.00
Skewness 1.004 .330
75
Kurtosis .570 .650
PlaceNew Mean 6.7885 .35736
Median 5.5000
Variance 6.641
Minimum 5.00
Maximum 15.00
Range 10.00
Skewness 1.631 .330
Kurtosis 2.045 .650
ProdNew Mean 11.7500 .50254
Median 12.0000
Variance 13.132
Minimum 6.00
Maximum 20.00
Range 14.00
Skewness .161 .330
Kurtosis -.567 .650
SatisfactionNew Mean 7.5769 .40206
Median 6.0000
Variance 8.406
Minimum 5.00
Maximum 15.00
Range 10.00
76
Skewness 1.233 .330
Kurtosis .636 .650
PINew Stem-and-Leaf Plot
Frequency Stem & Leaf
13.00 0. 6667888999999
26.00 1. 01111112222223333334444444
12.00 1. 555666677899
1.00 2. 2
Stem width: 10.00

Each leaf: 1 case(s)
77
PriceNew Stem-and-Leaf Plot
78
4.00 5. 0000
3.00 6. 000
8.00 7. 00000000
12.00 8. 000000000000
11.00 9. 00000000000
2.00 10. 00
3.00 11. 000
1.00 12. 0
2.00 13. 00
2.00 14. 00
4.00 Extremes (>=15.0)
Stem width: 1.00

79
PlaceNew Stem-and-Leaf Plot
26.00 5. 00000000000000000000000000
6.00 6. 000000
7.00 7. 0000000
2.00 8. 00
3.00 9. 000
3.00 10. 000
1.00 11. 0
4.00 Extremes (>=12.0)
Stem width: 1.00

80
ProdNew Stem-and-Leaf Plot
81
13.00 0. 6666667788899
27.00 1. 000001111111222222233333444
11.00 1. 55566677888
1.00 2. 0
Stem width: 10.00

82
SatisfactionNew Stem-and-Leaf Plot
15.00 0. 555555555555555
17.00 0. 66666666666677777
9.00 0. 888899999
5.00 1. 00001
2.00 1. 33
4.00 1. 4455
Stem width: 10.00

83
Cases
Valid Missing Total
N Percent N Percent N Percent
PINew 52 100.0% 0 0.0% 52 100.0%
PriceNew 52 100.0% 0 0.0% 52 100.0%
PlaceNew 52 100.0% 0 0.0% 52 100.0%
ProdNew 52 100.0% 0 0.0% 52 100.0%
SatisfactionNew 52 100.0% 0 0.0% 52 100.0%
84
PINew Stem-and-Leaf Plot
13.00 0. 6667888999999
26.00 1. 01111112222223333334444444
12.00 1. 555666677899
1.00 2. 2
Stem width: 10.00

85
PriceNew Stem-and-Leaf Plot
86
4.00 5. 0000
3.00 6. 000
8.00 7. 00000000
12.00 8. 000000000000
11.00 9. 00000000000
2.00 10. 00
3.00 11. 000
1.00 12. 0
2.00 13. 00
2.00 14. 00
4.00 Extremes (>=15.0)
Stem width: 1.00

87
PlaceNew Stem-and-Leaf Plot
26.00 5. 00000000000000000000000000
6.00 6. 000000
7.00 7. 0000000
2.00 8. 00
3.00 9. 000
3.00 10. 000
1.00 11. 0
4.00 Extremes (>=12.0)
Stem width: 1.00

88
ProdNew
89
ProdNew Stem-and-Leaf Plot
13.00 0. 6666667788899
27.00 1. 000001111111222222233333444
11.00 1. 55566677888
1.00 2. 0
Stem width: 10.00

SatisfactionNew
90
SatisfactionNew Stem-and-Leaf Plot
15.00 0. 555555555555555
17.00 0. 66666666666677777
9.00 0. 888899999
5.00 1. 00001
2.00 1. 33
4.00 1. 4455
Stem width: 10.00

91
Correlations
Descriptive Statistics
PINew 12.4615 3.55054 52
ProdNew 11.7500 3.62386 52
PriceNew 9.0385 2.84199 52
PlaceNew 6.7885 2.57695 52
SatisfactionNew 7.5769 2.89926 52
92
Correlations
SatisfactionNe
PINew ProdNew PriceNew PlaceNew w
**
PINew Pearson Correlation 1 .715 .194 .214 .303*
Sig. (2-tailed) .000 .167 .127 .029
N 52 52 52 52 52
ProdNew Pearson Correlation .715 **
1 .420**
.404**
.619**
Sig. (2-tailed) .000 .002 .003 .000
N 52 52 52 52 52
PriceNew Pearson Correlation .194 .420**
1 .462**
.623**
Sig. (2-tailed) .167 .002 .001 .000
N 52 52 52 52 52
PlaceNew Pearson Correlation .214 .404** .462** 1 .691**
Sig. (2-tailed) .127 .003 .001 .000
N 52 52 52 52 52
SatisfactionNew Pearson Correlation .303* .619** .623** .691** 1
Sig. (2-tailed) .029 .000 .000 .000
N 52 52 52 52 52
**. Correlation is significant at the 0.01 level (2-tailed).
*. Correlation is significant at the 0.05 level (2-tailed).
93

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‘SATISFACTION OF MEAL DELIVERY VIA THIRD PARTY’.

THE RESEARCH AIMS TO

PREPARED FOR: DR. SHARRIFAH BINTI ALI

DUE DATE: 7TH DECEMBER 2022

Course Title : Research Methods

Course Code : (BADB3023)

Total Marks : 30%

Due Date : Week 6

Lecturer’s Name : DR. SHARRIFAH BINTI ALI

Study Centre : UNITAR – ONLINE LEARNING

Group Members Details

Keywords: Customer Satisfaction, Delivery Service, Time, Price, Food Delivery.

1.2 Background of study

1.4.1 The following are the study's objectives:

RO1 Examine the Purchase Intention of customer to use Food Delivery

RQ1 Purchase intent refers to a customer's willingness to purchase a specific

RQ4 Place / Location of Food Provider in Food Delivery Service Apps

1.6 Scope of Studies

• E-Commerce - is the online exchange of products and services.

• Purchase Intent - this is a measure of a shopper's proclivity to purchase a

2.1 Definition, Findings and Measurement of variables

According to Lahap et al., a customer is satisfied when all of their demands,

2.1.3 Independent Variable 2: Products and Price

2.1.4 Independent Variable 3: Place

2.2 Theoretical Framework Figure

Figure 2.1 Theoretical Framework

The foundation of this study's theoretical framework is how purchase intention,

2.3 Hypotheses Statement

H1: That is a significant relationship between purchase intention and satisfaction on

3.2 Research Design

3.4 Sample / Size and Technique

3.6 Data collection procedure

In comparison to other methods, questionnaires may be a more time- and money-

3.7 Instrument (Questionnaire)

No. of No. of Sample No. of Total Analysis Percentage

Table 1 – Survey Return Ratio

4.1.1 Demographic analysis

FREQUENCY PERCENTAG VALID % CUMULATIVE %

Table 3.1 – Gender

FREQUENCY PERCENTAGE VALID (%) CUMULATIVE (%) _

Table 3.2 – Age

FREQUENCY PERCENTAGE VALID (%) CUMULATIVE (%)

Table – 3.3 Location

VALID FREQUENCY PERCENTAGE VALID (%) CUMULATIVE (%)

Table 3.4 – Price range spend on food

VALID FREQUENCY PERCENTAGE VALID (%) CUMULATIVE (%)

Table 3.5 – Price range spend on delivery.

VALID FREQUENCY PERCENTAGE VALID (%) CUMULATIVE (%)

Table 3.6 – Preferred Food Delivery Service App

Figure 1 – Cronbach’s alpha thumb rule

Cronbach's alpha is a simple method of measuring the underlying consistency of a

Table 3.7 – Cronbach Alpha: Purchase Intention

Table 3.8 – Cronbach Alpha: Purchase Intention (Removed 1 item)

Table 3.9 – Cronbach Alpha: Products

Table 3.10 – Cronbach Alpha: Price

Table 3.10.1 – Cronbach Alpha: Price (Removed 1 Item)

Table 3.11 – Cronbach Alpha: Place

Table 3.11 – Cronbach Alpha: App User Satisfaction

Normality test was conducted in order to determine if a data set is well-modelled by a

KOLMOGORAV-SMIRNOVΑ SHAPIRO- WILK

*. This is a lower bound of the true significance.

a. Lilliefors Significance Correction.

Table 3.12 – Normality Test

4.4 Correlation Analysis