GROUP 1

BADB3024

Research Method

LITERATURE REVIEW
of
Satisfaction of meal delivery via third party Increasingly,
Malaysians are not willing to cook and many are not willing to
go out to eat. They have now an abundance of choice to
order their meal delivered to them. Some restaurants have
their own delivery service but increasingly Malaysians are
turning to meal logistics service to order their food. What
intrinsic, extrinsic and contextual factors influence the
satisfaction level of meal delivery service via third party?
Course Code : BADB 3024

Course Title : RESEARCH METHOD

Lecturer : Dr SHARRIFAH ALI

Title of Assignment : 30 CURRENT JOURNAL LITERATURE REVIEW ON

Satisfaction of meal delivery via third party Increasingly,

Malaysians are not willing to cook and many are not willing to go out to eat. They
have now an abundance of choice to order their meal delivered to them. Some
restaurants have their own delivery service but increasingly Malaysians are
turning to meal logistics service to order their food. What intrinsic, extrinsic and
contextual factors influence the satisfaction level of meal delivery service via
third party?

Submission Date : 16.10.2022

 GROUP MEMBER

Matric Number Student Name

MC 201012529 KIRUBAGHARAN SIVANADHAM
MC 201012652 KOH WAI LING
MC 201012651 KALAIMAGGAL AP KRISHNAKUMAR
MC 201012490 VHINISHAH AP VIJAYANATHAN
MC 210914318 CHIN HUEY MUN
MC 210914341 DARSSHINI DHANESEELAN
 JOURNAL LITERATURE REVIEW ON

Satisfaction of meal delivery via third party Increasingly,

Malaysians are not willing to cook and many are not willing to
go out to eat. They have now an abundance of choice to order
their meal delivered to them. Some restaurants have their own
delivery service but increasingly Malaysians are turning to
meal logistics service to order their food. What intrinsic,
extrinsic and contextual factors influence the satisfaction level
of meal delivery service via third party?
Choosing Meal Delivery Based on an Intrinsic Factor

by

CHIN HUEY MUN

&
DARSSHINI DHANESEELAN
 Introduction

Online meal delivery services are those that operate over the
internet and link customers with affiliated restaurants via their
websites or mobile apps. Online meal delivery services offer a
variety of restaurant listings that let consumers compare menus,
costs, and even other users' evaluations of various restaurants.
There would be several intrinsic factors that affect the satisfaction
level of meal delivery services.
 JOURNALS

No. Author Title

Kyungyul Jun, Borham Yoon, Seungsuk Factors Influencing Customer Decisions to Use Online Food
1 Lee and Dong-Soo Lee (2022) Delivery Service during the COVID-19 Pandemic

Prasetyo, Yogi Tri et al. (2021) Factors affecting customer satisfaction and loyalty
in online food delivery service during the COVID-19
2
pandemic: Its relation with open innovation

Dr Lu Zhu, Dr Changhan Li, Dr Satha Factors Influencing Purchase Intention towards Online Food
Phongsatha (2021) Delivery Service: A case study of experienced consumers in
3
Hunan Province, China

Zuroni Md Jusoh, Nurnazrenatasah Factors Influencing Consumer Purchasing Behaviour

Rahiman, Towards Online Food Delivery Services
4
Siti Norizazi Wanani Saworo (2021)

Jack Collison (2020) The Impact of Online Food Delivery Services on Restaurant
5 Sales
 JOURNALS

No. Author Title

Kadono, Yasuo , Chotigo and Are there any key factors that encourage food delivery
6 Jankit applications use during the COVID-19 pandemic in
Thailand and the role of HRM?
Junbin Wang , Xiangdong Shen , Influencing Factors of the Continuous Usage Intention
Xinbei Huang and Yuting Liu of Consumers of Online Food Delivery Platforms
7 Based on an Information System Success Model

Cucina Dolce The benefits of online delivery services for customers

8 and restaurant

Benjamin J. Ryan, PhD, MPH,
9 REHS, Clinical Associate Professor
The Online Food Delivery Service
and their Impact on Customer
10 Satisfaction among University
Students in Malaysia
Mobilizing and Delivering Essential Meals to Children
and Families Affected by School Closures During
COVID‐19 and Beyond
The Online Food Delivery Service and their Impact on
Customer Satisfaction among University Students in
Malaysia
 VARIABLE OF STUDY/
NO TITLE/AUTHOR METHODOLOGY FINDING OF STUDY RECOMMENDATION
THEORIES

“Factors Influencing Customer Customers' expectations of Questionnaire & Data Technology Acceptance Model (TAM) is a This research are only carried out in
Decisions to Use Online Food likely losses or other analysis frequently used conceptual basis to explain why US. To verify the validity and
Delivery Service during the COVID- undesirable consequences new technology is accepted. During the applicability of the research model
19 Pandemic” from a transaction are pandemic, food delivery platform are widely used in this study, it should be
1. frequently used to describe introduced and used among restaurants to boost replicated and tested in other
Kyungyul Jun, Borham Yoon, how risky they perceive a sales and support for sales. countries.
Seungsuk Lee and Dong-Soo Lee situation to be.
(2022)

“Factors affecting customer Through the creation of
satisfaction and loyalty exogenous latent variables,
in online food delivery service during this study thoroughly
2. the COVID-19 examined the attitudes of
pandemic: Its relation with open the consumer, perceived
innovation” behavioural control, and
subjective standards. The
Prasetyo, Yogi Tri et al. (2021) same is true for these
exogenous latent factors,
which will affect consumer
behaviour on OFDS.
“Factors Influencing Purchase Price value, health
Intention towards Online Food consciousness, food safety
Delivery Service: A case study of concern, prestige value,
3. experienced consumers in Hunan affordances value, and
Province, China” visibility were variables that
were employed in the study
framework.
Dr Lu Zhu, Dr Changhan Li, Dr Satha
Phongsatha (2021)
Questionnaire, Hedonic motivation can be linked with intrinsic
Structural Equation motivation, which might result from consuming
Modeling (SEM) new products or services. Yeo et al. discovered
the function of hedonic motivation, and it
influences the effectiveness and convenience of
online meal delivery for customers.
Research The finding suggested that proprietors of internet
Framework, meal delivery services should prioritise the food
Purposive sampling, safety concern factor. Concerns about food
Pilot test safety are actions brought on by customers'
mistaken risk assessments of the food. Food
safety concerns come with a number of dangers.
According to Anater et al. (2011), there has been
a lot of research done on how individuals react
to concerns about food safety.
Using cultural elements that may
have an impact on OFDS
satisfaction and loyalty both directly
and indirectly.
Other variables should be included
in the study to increase its reliability,
as well as additional demographic
factors to thoroughly evaluate the
relationship between those
variables and the intention to use
an online meal delivery service.
NO TITLE/AUTHOR
“Factors Influencing Consumer
Purchasing Behaviour
Towards Online Food Delivery
4.
Services”
Zuroni Md Jusoh, Nurnazrenatasah
Rahiman,
Siti Norizazi Wanani Saworo (2021)
“The Impact of Online Food Delivery
Services on Restaurant Sales”
5.
Jack Collison (2020)
6. Are there any key factors that
encourage food delivery applications
use during the COVID-19 pandemic
in Thailand and the role of HRM?
Kadono, Yasuo , Chotigo and Jankit
VARIABLE OF STUDY/
THEORIES
Theory of Reasoned Action
(TRA) is used to evaluate
the relative importance of
the various factors
influencing consumer
behaviour. Variables
involve are household
monthly income,
convenience,
trustworthiness, various
food choice, attitude and
intention
The merchant’s name, card
presence, and merchant
category variables are
utilised to categorise
transactions as restaurant
sales and online meal
delivery sales.
One of the few local
enterprises that will endure
and prosper during
Thailand's epidemic is the
delivery of food. The
COVID-19 epidemic has
had a particularly negative
effect on the restaurant
industry. To stay in
business, several eateries
now provide food delivery.
METHODOLOGY FINDING OF STUDY RECOMMENDATION
Questionnaire, There was no substantial correlation between Maintain performance and enhance
Sampling, SPSS household monthly income and trustworthiness, services is ways to continue the
convenience, and various choices. The relationships that have been built
perspectives of using online meal delivery with previous customers.
services and the relationship between
conveniences, reliability, different food options,
and those attitudes were highly connected.
Difference-in- Online food delivery services seem to be Delivery partner could offer extra
differences attracting customers who don't frequently dine discount when customers choose
out and spend a lot of money. Even while their delivery services.
restaurant sales are rising, incremental
cannibalization will likely cause a slowdown in
revenue growth and an acceleration of
profitability reductions over time.
To validate the it has an impact on how consumers behave, Thai consumers’ intention to use
model's validity and including how they eat. As a result, food delivery on-demand food delivery
the assumptions, aggregators and retailers may create a durable applications.
data were collected competitive advantage and increase profitability
from 250 individuals by knowing consumer preferences and needs.
who had used Amos
version 23 and food
delivery applications
in Thailand.
NO TITLE/AUTHOR VARIABLE OF STUDY/ METHODOLOGY FINDING OF STUDY RECOMMENDATION
THEORIES
Influencing Factors of the Online food delivery In general, this study Mobile app atmosphere, hedonistic-related Therefore, the OFD platform
Continuous Usage Intention of platforms provide key investigates the factors, entertainment satisfaction, and needs to provide high-quality
Consumers of Online Food Delivery factors affecting user antecedents and mobile app atmosphere are generally service workers, platform quality,
7 Platforms Based on an Information stickiness. OFD platforms mediating considered to be critical influencing factors. and consistent content to improve
System Success Model. can enhance user insights, mechanisms of the However, online shopping for food is consumer satisfaction. Thus, this
mine user needs, and strive willingness of different from shopping for other things study proposes the hypotheses as
Junbin Wang , Xiangdong Shen , to improve the quality of consumers to online. For the OFD system, it integrates follows:
Xinbei Huang and Yuting Liu operations. To enhance the continue using OFD different online and offline entities such as - Service workers have a
trust of customers in the platforms by information systems, merchants, delivery significant positive impact on
platform, platform integrating the persons, and customers. platform satisfaction.
enterprises should pay perspective of the - Platform quality has a
attention to the service D&M model and the significant positive impact on
quality of service workers. unique platform satisfaction.
characteristics of - Content consistency has a
OFD platforms. This significant positive impact on
study aims to answer platform satisfaction
the research
questions as to how
to reposition the
platform to stimulate
the continued
adoption of OFD
platforms. The
findings may help
scholars and
practitioners gain
insight into how to
retool the platform for
OFD users in a
digital-led economy.
NO TITLE/AUTHOR VARIABLE OF STUDY/ METHODOLOGY FINDING OF STUDY RECOMMENDATION
THEORIES
The benefits of online delivery While we can't stay put A survey was applied Eating gourmet is fun and can be a Adopting an innovative system,
services for customers and forever, internet ordering to collect data about worthwhile experience even when you're you get to enjoy the benefits that
8 restaurant . offers a way for consumers online delivery just at home. Online ordering and deliveries come with it. When it comes to
to both enjoy delectable services have become a part of everyone's food- ordering online, customers get to
meals in the comfort of their loving journey. So, whether you're a enjoy their favorite dishes
Cucina Dolce own homes. customer or a restaurant owner, you'd be anytime, anywhere. Not only that,
Additionally, it works with thrilled to expect more interesting ways to but restaurateurs can also reach
your hectic schedules by enjoy the best meals. the right people at the right time
allowing you a way to
express your gratitude to
family, friends, and
coworkers even when you
are unable to personally
enjoy a meal with them.
No matter where they are,
you may deliver them their
favorite dish.

Mobilizing and Delivering Essential Strategies identified to Qualitative research - Many pupils' access to necessary meals Smaller groups can also be a
Meals to Children and Families strengthen food access methods were used. was hampered by the closing of schools more efficient use of resources
Affected by School Closures During focused on integration with This included in reaction to COVID-19. To deal with this while providing valuable insight
COVID‐19 and Beyond emergency management interviews and focus issue, a public-private collaboration called into the interpretation of an activity
9 structures, understanding groups with Emergency Meals to You was such as the development and
Benjamin J. Ryan, PhD, MPH, food needs at the school participants involved established. Meals were given between delivery of eMTY. Focus group
REHS, Clinical Associate Professor level, building a fully in setting up and April and August 2020 in excess of 38.7 size was determined by the
procurable menu, and delivering the million times. In this study, options for availability of participants and
allowing distribution to be Emergency Meals‐to‐ improving food access and security at people with an understanding of
rapidly scaled. You program. Data schools and elsewhere are identified how eMTY was set up and
were thematically along with lessons gained. implemented.
analyzed using key
phrases, ideas, and
concepts, and
interpreted.
NO TITLE/AUTHOR VARIABLE OF STUDY/ METHODOLOGY FINDING OF STUDY RECOMMENDATION
THEORIES
The Online Food Delivery Service to examine the effect of This study is By addressing the research topic in the The online food distribution
and their Impact on Customer delivery service, time, quantitative and aims context of Malaysia's online food business service has become a
Satisfaction among University security/privacy, and price to test a number of sector, this study seeks to discover the replacement platform for online
10 Students in Malaysia. on online food delivery hypotheses that critical elements that determine consumer ordering. The food delivery
services among university relates to effect on satisfaction with the relevant service business has become very
Nazifa Insyirah binti Azman, Nurul students customer satisfaction providers. common, especially among young
Aqeelah binti Ahmad Mashuri, Syed in food delivery. The Businesses may take advantage of this new and busy people
Omar Al- Edruce bin Wan Ibrahim population of this method of ordering and receiving to
study is increase their market share by partnering
undergraduate with meal delivery services like DahMakan,
students from six Other Kitchen, Cooked, and many more.
universities in
Malaysia who are
taking different
courses. The sample
size for our research
is 232 respondents
and these sampled
based on
convenience
sampling. As
highlighted in table 1,
the measures used in
this study were
adopted from
previous studies
Choosing Meal Delivery Based on an Extrinsic Factor

by

KALAIMAGGAL AP KRISHNAKUMAR
&
VHINISHAH AP VIJAYANATHAN
 Introduction

Food has always been the main themes in our life, be it for survival, social, economic or psychological
agenda. Food delivery applications (FDAs) act as aggregator platforms that let customers purchase food
directly from a variety of eateries. FDA service providers have enormous development potential due to
this growing customer base globally. Consumer experiences with online food delivery app (OFDA)
services and consumer attitude towards purchasing online services were the frequent studies
investigated by the researcher (Sern Yeo et al., 2017. Due to the expansion of third-party delivery
services, consumers now have more options and can buy meals that will be brought right to their
doorsteps in a short amount of time. Although many people use these applications, there is insufficient
studies on the service quality and customer satisfaction of delivery apps, which has a significant
impact on the food service business as the number of delivery app users grows along with the number
of smartphone users. This study looks at extrinsic factors including marketing, social and economic
considerations, and food sensory qualities that may have an impact on how satisfied Malaysians are
with meal delivery services provided by third parties.
 JOURNALS

No. Author Title

The Influence of Online Food Delivery Service Quality on

Yusra Serna, Universiti Kebangsaan
1 Customer Satisfaction and Customer Loyalty: The Role of
Malaysia
Personal Innovativeness
What factors determining customer continuingly using food
Yuyang Zhao* and Fernando Bacao, Int
delivery apps during 2019 novel coronavirus pandemic
2 J Hosp Manag. 2020 Oct
period? 

  Kian Yeik Koay, Chee Wei Cheah, Yi A model of online food delivery service quality, customer
3 Xuan Chang  British Food Journal satisfaction and customer loyalty: a combination of PLS-
SEM and NCA approaches
 Rajat Sharma, Amandeep Dhir , Shalini Over-ordering and food waste: The use of food delivery apps
4 Talwar , Puneet Kaur during a pandemic

Fairuz Ahmad Faizar, Najua Mohd Ali ,

Siti Anis Adilah Tarmazi Online food ordering & delivery service: A study of
5 Universiti Teknologi MARA, Cawangan satisfaction among students residing in UiTM Pulau Pinang
Pulau Pinang, Malaysia during Movement Control Order (MCO)
No. Author Title

Zuroni Md Jusoh, Nurnazrenatasah Factors Influencing Consumer Purchasing Behaviour

6 Rahiman and Siti Norizazi Wanani Towards Online Food Delivery Services

Flores, Jill Kimberly U and Castano, Factors influencing Consumer Purchase Behavior on Food
7 Mary Caroline N (2020) delivery apps

Ye-Eun Song, Sang-Hoon Jeon and The Effect of Mobile Food Delivery Application Usage
8 Min-Sun Jeon Factors on Customer Satisfaction and Intention to Reuse

 Norshita mat nayan, Universiti

Kebangsaan Malaysia Customer Satisfaction Evaluation For Online Food Service
9 Mohd Khairul Azmi B Hassan, Delivery System In Malaysia
International Islamic University
Malaysia
Hendrick Hernando* Loyalty among online food delivery customers: Extended
10
Wely Hadi Gunawan scale of e-service quality
NO TITLE/AUTHOR VARIABLE OF STUDY/
THEORIES
The Influence of Online Food IV : customers perceived
Delivery Service Quality on service quality of online
Customer Satisfaction and food delivery (OFD) and
Customer Loyalty: The Role of its influence on customer
1.
Personal Innovativeness satisfaction and
customer loyalty,
Yusra Guna wan, Universiti DV : customer loyaty
Kebangsaan Malaysia Theory :  correlations
and Hierarchical
Moderated Regression
Analysis.
2. What factors determining  technological and
customer continuingly using food mental factors affecting
delivery apps during 2019 novel users' continuance
coronavirus pandemic period? intention of using FDAs
  during the COVID-19
Yuyang Zhao* and Fernando pandemic
Bacao, Int J Hosp Manag.  users' perceived
satisfaction and
continuance intention of
FDAs' usage during the
COVID-19 pandemic.
METHODOLOGY FINDING OF STUDY RECOMMENDATION
qualitative, the - online food delivery providers must firstly Future study should include
data was collected attain customer satisfaction before they other potential consequences
by presenting have the privilege of securing customer besides customer satisfaction to
questionnaire loyalty be investigated in service quality
designed and and loyalty relationship.
measurement, the
sampling method
of the study and
data collection and
also the profile of
the
respondents
Quantitative, A - four of the five variables emerged as pay more attention on the
questionnaire statistically significant antecedents of specific feature or function of
survey was applied continuance usage intention of FDAs technology, which can adapt a
to collect data to during the COVID-19 pandemic particular situation, as an
validate the antecedent of users’ perceptions
conceptual model and behaviours.
and examine the
research
hypotheses.
NO TITLE/AUTHOR VARIABLE OF STUDY/ METHODOLOGY FINDING OF STUDY RECOMMENDATION
THEORIES

A model of online food delivery IV: online food delivery Qualitative, data The NCA results show that all dimensions of Future studies are
service quality, customer (OFD) service quality collected from OFD service quality are necessary recommended to collect
satisfaction and customer loyalty: influences existing users of conditions for customer satisfaction and longitudinal data. Second, the
3. a combination of PLS-SEM and DV: customer OFD services in customer satisfaction is a necessary data were collected from existing
NCA approaches satisfaction and Malaysia are used condition for customer loyalty users of OFD services in Model
customer loyalty. to verify the of OFD Malaysia, and the
KianYeik Koay, CheeWei Cheah, proposed majority of them were Chinese.
Yi Xuan Chang hypotheses Future scholars should consider
replicating the research model
using samples from other
countries. Third, common
method bias may be
an issue of concern in this
research. Hence, we suggest
that future scholars collect data
from respondents at different
time points.

Online food ordering & delivery
service: A study of satisfaction
among students residing in UiTM
Pulau Pinang during Movement
4.
Control Order (MCO)
Fairuz Ahmad Faizar, Najua Mohd
Ali , Siti Anis Adilah Tarmazi
Universiti Teknologi MARA,
Cawangan Pulau Pinang,
Malaysia
 Theory : Theory of Quantitative - Convenience is the prime factor to the As the study was conducted in a
Technology Acceptance analysis consumers, as to place an order. restricted environment. The data
Model (TAM) which customers’ ability & willingness to adapt to collected was solely from
relates closely to the the new normal of online food ordering students . For future reference,
Theory of Planned services through apps during this researchers may take into
Behaviour (TPB) pandemic crisis. consideration of collecting data
from the service providers in the
campus itself. This may give a
different perspective to the study.
NO TITLE/AUTHOR
Over-ordering and food waste:
The use of food delivery apps
during a pandemic
 RajatSharmaa AmandeepDhirbcd
5.
ShaliniTalware PuneetKaurfd
6. Key Success Factors of Online
Food Ordering Services: An
Empirical Study
Zulkarnain Kedah*
School of Management Asia e
University
Yusof Ismail, A.K.M. Ahasanul
Haque & Selim Ahmed
Department of Business
Administration International
Islamic University Malaysia
VARIABLE OF STUDY/
THEORIES
IV: Are consumers’
attitudes toward FDAs
during the COVID-19
pandemic associated
with their food ordering
behavior?
DV: shopping routine
associated with attitude
toward FDAs
IV:How is website quality
related to building
customer’s online trust
How is service quality
food quality related to
customer satisfaction?
Dv:positive relationship
between website quality
and website trust but
also a significant positive
relationship between
service quality and
customer satisfaction
METHODOLOGY FINDING OF STUDY RECOMMENDATION
Quantitative- online consumers who find ordering food via FDAs lack generalizability due to its
cross-sectional during the COVID-19 pandemic to be research context as it focused
survey to collect satisfying and gratifying would inadvertently, exclusively on understanding the
data from FDA yet frequently, order unintendedly large behavior of Indian consumers.
users in quantities of food items Future research could validate
India. Confirmatory our findings with consumers from
factor analysis diverse cultural contexts.
(CFA) was
performed to
determine the
reliability and
validity of the
measures. 
Qualitative and online food ordering companies have to As the study only focuses on
quantitave. A emphasise on information quality, website customers’ perception towards
survey data of 353 design, security/privacy and payment online food ordering companies,
online food ordering system towards their customers in order to it cannot be generalised for use
customers were increase the level of web trust and in other industries. As such,
used to test the satisfaction. The service providers could also similar research in other online
research model enjoy continuous recurring revenues from industries is needed to cross-
using structural the loyal customers if they provide efficient validate the findings.
equation modelling delivery, reliable customer service and food
(SEM). quality
NO TITLE/AUTHOR VARIABLE OF STUDY/ METHODOLOGY FINDING OF STUDY RECOMMENDATION
THEORIES

Facotrs influencing Consumer
Purchase Behavior on Food
delivery apps
Flores, Jill Kimberly U and
7
Castano, Mary Caroline N (2020)
 IV: online review, descriptive - online tracking, experience and habit, Future studies should focus
ratings, price value and research design online reviews and ratings, PE, hedonic more on measuring consumer’s
social behavior focusing on the motivation and price value are significant purchase behavior for a defined
DV: consumer purchase describing the data predictors of consumer purchase behavior behavior for a more detailed
behavior and characteristics on food delivery apps finding for business owner
Theory: Extended
Unified Theory of
Acceptance and Use of
Technology (UTA UT2)

The Effect of Mobile Food DV: customers’ reuse Exploratory Delivery app satisfaction positively Target and regions only focused
Delivery Application Usage intention research using influences satisfaction with the usage on one area/region and hard to
Factors on Customer Satisfaction IV: informativeness, online and offline characteristics. generalize. So future study
8. and Intention to Reuse payment and Safety, survey needs expand to nationwide.
usefulness, convenience
Ye-Eun Song, Sang-Hoon Jeon
and Min-Sun Jeon
NO TITLE/AUTHOR
Customer Satisfaction Evaluation
For Online Food Service Delivery
System In Malaysia
9.
Norshita mat nayan, Universiti
Kebangsaan Malaysia
Mohd Khairul Azmi B Hassan,
International Islamic University
Malaysia
Loyalty among online food
delivery customers: Extended
scale of e-service quality.
10.
Hendrick Hernando, Wely Hadi
Gunawan
VARIABLE OF STUDY/
THEORIES
Consumer behaviour,
requirement elements in
analysing their
perceptions and
satisfaction towards
consumer stability.
DV:  to examine the
satisfaction of customers
by using online food
delivery services in
Malaysia 
IV:contradictory finding
regarding e-service
quality influence toward
customer loyalty in the
context of online food
delivery (OFD) service
DV: o validate payment
flexibility as an extended
indicator and examine e-
service quality influence
on customer loyalty
METHODOLOGY FINDING OF STUDY RECOMMENDATION
quantitative : two major and well-known food delivery This study was limited to two
method, survey was services systems major food delivery application
distributed to the are regularly used by customers for ordering company, including more
public via online. and delivering their foods. Food Panda has company may broaden the
The development of controlled a major market share demographic profile which will
instruments based although Grab Food has worked together provide a better data.
on the guideline of with the state government of Selangor to
System Usability market their
Scale (SUS),  service to the people.
purposive sampling, e essential role of payment flexibility as a Although this study generates
is ideal for valid indicator of e-service quality and found valuable understanding about
exploratory studies support for the hypothesized relationship. the development and application
instead of These findings provide evidence to increase of the ES-QUAL scale, it
generalization our understanding, particularly about the ES- appears with certain limitations.
purposes. allows QUAL scale development in the OFD service First, according to the structural
researchers to context. model assessment results, the R
obtain essential 2 value in this study is
information through considered weak. Based on that
a pre-determined consideration, we recommend
particular setting. some determinant variables in
future studies. Second,
respondents may have various
amounts regarding their monthly
transactions, but it is not
accommodated in the
demographic profile. Information
referring to customer purchasing
power able to generate a better
managerial implication,
Choosing Meal Delivery Based on an Contextual Factor

by

KIRUBAGHARAN SIVANADHAM
&
KOH WAI LING
 Introduction

Contextual analysis helps grasp difficult topics or situations. Outside meal delivery services show us how
a problem's elements fit together. This helps us discover solutions by highlighting potential issues and
the service's importance. Food and beverage companies and customers like online-to-offline meal
delivery. During COVID-19, they offered two-way catering delivery to save food and drink enterprises
and meet client demands. Food-delivery applications need passion. User happiness is affected by social
impact, trust, usability, and application quality. Quality is paramount. Food delivery systems connect
restaurants, drivers, and customers. Apps let customers order from their favorite eateries. Between 2019
and 2023, third-party meal delivery sales will reach $53.786 billion1. Grubhub, Deliveroo, and Uber Eats
are growing globally. Third-party food delivery is growing, but customers are switching platforms,
increasing competition. 62% of Grubhub customers don't utilize other food delivery services, compared
to 44% two years ago2. Food delivery systems are converging. Multiple platforms provide comparable
offerings. Changing social standards, especially social distance, have boosted food delivery.
 JOURNALS

No. Author Title

Daisy Mui Hung Kee, Vinosha Rai A/P Contributing Factors to Customer Satisfaction during the
Veeraselvam, Vanishaa A/P Vayapuri Pandemic: A Study of Foodpanda of Malaysia and Nigeria
1 Ummie Aisyah ,Tuan Amelin A'ishah
Ernestina Enakhifo, Friday Ogbu Edeh.
Maren Schnieder, Chris Hinde and Land Consumption of Delivery Robots and Bicycle Couriers for
2 Andrew West On-Demand Meal Delivery Using GPS Data and Simulations
Based on the Time-Area Concept
Jankit Chotigo and Yasuo Kadono Are there any key factors that encourage food delivery
3 applications use during the COVID-19 pandemic in Thailand and
the role of HRM
Haiyang Liu Factors Positively Influencing Customer Satisfaction Of Online
4 Food Delivery Services Of Customers In Bangkok And Its Vicinity
Kyungyul Jun, Borham Yoon, Seungsuk Factors Influencing Customer Decisions to Use Online Food
5 Lee and Dong-Soo Lee Delivery Service during the COVID-19 Pandemic
No. Author Title
Norshita mat nayan Customer Satisfaction Evaluation For Online Food Service
6 Delivery System In Malaysia
Mohd Khairul Azmi B Hassan
7 H. Riehle The third-party delivery consumer
Sultan Imaduddin Soerya Perak /Rung A Study of Food Delivery Services: Comparison of Restaurant
8 Khamung /Lee Miller Food Delivery and Online Food Delivery Services during the
Pandemic
Mahipal Chandan Behaviour of Students Towards Electronic Food Delivery
9
Platforms
Hanifah Musa Fathullah Harun / Halal Food Delivery Services in Malaysia: Food hygiene and
Nurulaina Saidin/Mohd Dasuqkhi BIN safety during Covid-19 pandemic
10 Mohd Sirajuddin/Mohammad Mahyuddin
Khalid
 
NO TITLE/AUTHOR
Contributing Factors to Customer
Satisfaction during the
Pandemic: A Study of Foodpanda of
Malaysia and Nigeria
1.
Daisy Mui Hung Kee, Vinosha Rai
A/P Veeraselvam, Vanishaa A/P
Vayapuri
Ummie Aisyah ,Tuan Amelin A'ishah
Ernestina Enakhifo, Friday Ogbu
Edeh.
Land Consumption of Delivery
Robots and Bicycle Couriers for
On-Demand Meal Delivery Using
2. GPS Data and Simulations
Based on the Time-Area Concept
Maren Schnieder, Chris Hinde and
Andrew West
VARIABLE OF STUDY/ METHODOLOGY FINDING OF STUDY RECOMMENDATION
THEORIES
Dependent variable is • Quantitative - the safety aspect is extremely significant in As the new norms such as social
customer satisfaction research method the online meal delivery market distancing increased the demand
• Questionnaire - quality can be defined broadly as superiority for food delivery, The study
Independent variables are or excellence examines the relationship
securities perception, - online market is growing rapidly, and it has between service quality, product
service quality, product changed the business patterns, especially information quality, the convenience
information quality, and during the Covid-19 where customers and of use, and customer satisfaction
convenience of use retailers had to take drastic measures to
adapt
Theory is Customer - purchase process quality
Satisfaction
Theory is evaluates the • Evaluation Regulating delivery services using autonomous The time-area concept measures
land consumption of on- vehicles is a challenge that will soon be faced by the area required for a transport
demand meal delivery policymakers activity and the duration for which it
services is occupied. The simulations show
The time-area concept is especially useful for that SADRs are only an option for
this aim as it can be used to compare modes of small operating areas, but their
transport that have different sizes and velocities, time-area requirements are only
and it combines the requirements of moving and around half of that of bicycle
standing transport units in one metric. couriers
This paper has applied the time-area concept to
simulations of on-demand meal delivery services
in NYC as well as to GPS traces of real on-
demand meal delivery tours in the UK.
The GPS traces show that the on-demand meal
delivery bicycle is only stationery for around 30%
of the time
NO TITLE/AUTHOR VARIABLE OF STUDY/
THEORIES
Are there any key factors that Therefore, this study is
encourage food delivery applications designed based on the
use during the COVID-19 pandemic main indicators of UTAUT2
in Thailand and the role of HRM. (social influence, price
3. value, and habit), combined
Jankit Chotigo∗ and Yasuo Kadono with quality constructs from
the IS success model and
three variables
(convenience, trust, and
satisfaction) explicitly
proposed to be important in
the food delivery
application context
Factors Positively Influencing Dependent Variable was
Customer Satisfaction Of Online Customer satisfaction
Food Delivery Services Of
4. Customers In Bangkok And Its Independent variables were
Vicinity hedonic motivations, new
experience, usability, price
Haiyang Liu saving orientation, time
saving orientation, prior
online purchase
experience, convenience
motivation and influence of
social networking sites.
METHODOLOGY FINDING OF STUDY RECOMMENDATION
Convenient random - The results show that satisfaction is critical for Food delivery aggregators should
sampling was used to the intention to use food delivery applications. ensure the quality of application
gather data from 250 Social influence, trust, convenience, and updates and efficiency and that
participants who have application quality were found to play an users have the best quality
used food delivery essential role in meeting the needs of experience to maintain customer
applications in satisfaction toward the intention to use, and satisfaction. However, customers
Thailand and Amos application quality is the most important. are also concerned about their
version 23 to test However, habit showed a negative health and safety, which has altered
model validity and the relationship, and price value was found to their purchasing behavior.
hypotheses. have a nonsignificant impact on satisfaction. Therefore, restaurant players
should add a third delivery system
that optimize online ordering and
delivery
The quantitative there were two accepted hypotheses, the most Restaurant with the online platform
approach was chosen predictive independent variables were hedonic should appropriately promote the
as the methodology. motivations and new experience benefit for
Both the survey- online food delivery services which
method and data- influenced on the customer’s
collection within the motivations. Often,
questionnaires were restaurant platforms could give
used in this study. some posters which could show the
new and interesting
way when customers chose the
online channel to purchase food in
the app or website.
NO TITLE/AUTHOR
Factors Influencing Customer
Decisions to Use Online Food
Delivery Service during the COVID-
19 Pandemic
5 base to the famous and
Kyungyul Jun, Borham Yoon,
Seungsuk Lee and Dong-Soo Lee
6 CUSTOMER SATISFACTION
EVALUATION FOR ONLINE FOOD
SERVICE DELIVERY SYSTEM IN
MALAYSIA
Norshita mat nayan Mohd Khairul
Azmi B Hassan
VARIABLE OF STUDY/
THEORIES
The relationship among
belief, attitude, intention,
and behavior initially
provides the theoretical
robust theories in social
psychology, including the
theory of reasoned action
The direct impacts of
perceived risk and trust on
intention were tested by
many academic studies
and enjoyment was driven
by the motivation theory
customer experience with
online food delivery
services and variables such
as convenience,
encouragement,
time-saving alignment,
online purchase intention
experience, consumer
behaviour and
behavioural intention to
influence customers while
pursuing online food
delivery service
applications.
METHODOLOGY FINDING OF STUDY RECOMMENDATION
A self-administered - This study examined the factors affecting Despite its implications, some
questionnaire was customers’ intentions to use online food limitations and suggestions for
developed based on delivery services by using the extended future research should
a comprehensive approach of the TAM (technology acceptance be discussed. First, the sample of
literature review of model) this study is the online food delivery
online food delivery - Additionally, the current study found that EOU service users in
and technology- (Ease of Use) is not a significant factor in AT the United States, which may limit
oriented quality - the influence of SI was a statistically the generalization of the findings to
attributes significant factor influencing AT (attitude), but other countries.
it does not have a strong impact on BI Results may vary across countries
(behaviour intention) towards online food due to cultural differences,
delivery usage technology acceptance,
and other factors. As a result, the
research model employed in this
study should be
replicated and tested in other
countries to confirm its validity and
usefulness.
Some correlated The main objectives of this study to evaluate the The expectations of the
modification was food service delivery system in Malaysia.
done to make it customer continue to follow the
suitable and more latest trends, so it is recommended
significant that the organisation needs
with respondents to progress and keep on developing
the customers’ expectations
NO TITLE/AUTHOR VARIABLE OF STUDY/ METHODOLOGY FINDING OF STUDY RECOMMENDATION
THEORIES

Choice of O2O Food Delivery Mode: Consumer experiences, The reasons include The business practice, our findings can guide Consumer benefit is large,
Self-built Platform or Third-Party attitude that thee-commerce merchants cooperating consumers have more incentives to
Platform? Self-Delivery or Third-Party company’s lack order through a third-party platform
Delivery? and behaviour intention professional logistics with online ordering platforms to choose suitable and then the consumer demand will
7 toward online food delivery knowledge, eager to O2O food be higher
Zhong Du, Zhi-Ping Fan, Guang-Xin (OFD) services. put their focus on
Gao delivery modes to maximize their profits as well
core competitiveness as to set suitable
and unindexable and
available resources. food prices
8 A Study of Food Delivery Services: The purpose of this Develop strategies to  This guidance may be especially useful if the OFD service provider has a larger
Comparison of Restaurant Food research was to study the either compete with, pandemic continues to persist, or if Work from work force at their disposal, the in-
Delivery and Online Food Delivery effect of OFD services on or to more fully Home (WFH) becomes the new normal. house delivery service is slowly
Services during the Pandemic restaurants that have their utilize, these OFD being diminished from restaurant
own delivery services services in the future. operations
Sultan Imaduddin Soerya Perak during the Covid-19
Rung Khamung Lee Miller pandemic
NO TITLE/AUTHOR VARIABLE OF STUDY/ METHODOLOGY FINDING OF STUDY RECOMMENDATION
THEORIES

Behaviour of Students Towards  Satisfaction and behaviour of Growth in the The research would help the various platforms focus Customers like the loyalty, spending
Electronic Food Delivery Platforms college students towards electronic food delivery on the areas where they are lacking and help them pattern, nutritional intake, the
electronic food delivery apps services, it better target the needs of the consume preferred mode of payment.
Mahipal Chandan platforms. becomes important to
9 analyse the market, the
consumer behaviour
and perception towards
the service
10 Halal Food Delivery Services in Malaysia: There are several issues faced Classical works from This study attempts to identify issues in the scope of For Muslims, halal food delivery
Food hygiene and safety during Covid-19 by food delivery services the notable Muslim halal food delivery and its integrity. services is very essential in ensuring
pandemic primarily related to halal jurists connected to the the food delivered to the consumer is
status and food hygiene. clean, safe, and halal.
Hanifah Musa, Fathullah Harun, halal food and delivery
Nurulaina Saidin, Mohd Dasuqkhi BIN sector, and related
Mohd Sirajuddin, Mohammad journal articles on halal
Mahyuddin Khalid that draw insights on
the subject of study.