Examining Consumer Satisfaction in Online Food Delivery Services: Evidence from Foodpanda Users

Abstract

This study empirically analyzes the determinants of consumer satisfaction with Foodpanda’s delivery services among students in Melaka, Malaysia, focusing on customer service, promotional types and payment methods. Utilizing a quantitative survey of 168 respondents and analysis via SPSS 25.0, the results reveal that only customer service significantly influences consumer satisfaction. Payment methods and promotion types were found to have no statistically significant impact in this context. The findings conclude that the human element specifically customer service encounters is the primary driver of consumer satisfaction. Consequently, online food delivery platforms should prioritize enhancing customer support and delivery professionalism to maintain a competitive edge.