Research Topic: FACTORS AFFECTING ONLINE FOOD DELIVERY AND CUSTOMER SATISFACTION IN CAMPUS KOTA UMK. A rule of thumb for interpreting the size of the correlation coefficient 26 4.1 A rule of thumb for the size of Cronbach's alpha coefficient 27 4.2 The result of a pilot test for all variables with a reliability test 28.
RESEARCH BACKGROUND
PROBLEM STATEMENT
This study shows how online delivery application efficiency can affect customer satisfaction. The efficiency of the online delivery system surpasses the reason why customers prefer to shop online.
RESEARCH QUESTION
Having a bad customer service response to customers and also late reply in customer complaints or feedback will spell disaster for the OFD companies. Customer service can have an impact on a company's ability to turn a potential customer into a loyal customer (Swetha, 2019).
RESEARCH OBJECTIVES
To determine the relationship between privacy and factors affecting customer satisfaction for online food delivery among UMK City Campus students. To determine the relationship between responsiveness and factors affecting customer satisfaction for online food delivery among UMK City Campus students.
SCOPE OF THE STUDY
To determine the relationship between fulfillment and factors influencing customer satisfaction for online food delivery among UMK City Campus students.
SIGNIFICANCE OF THE STUDY
- The Consumers
- The Food and Beverage Industry
- For Entrepreneur
- To the Researcher
With facilities like this, it will make it easier for food operators to know customer satisfaction with (OFD). Therefore, it will make it easier for entrepreneurs around Kota Bharu to make the right choice for food delivery apps.
DEFINITION OF TERM
- The efficiency of online food delivery can influence customer satisfaction
- The privacy data using online food delivery services
- The fulfillment in online food delivery with customer satisfaction
- The responsiveness of OFD and the relationship with the customer satisfaction
- Customer Satisfaction
This research will enable the researcher to find out how customers respond to food service quality and customer satisfaction through online food delivery services. Now they can order directly through the online food delivery app and the food will be delivered right to their doorstep.
ORGANIZATION OF THE PROPOSAL
This highlights the significance of the findings for the theory and literature on the factors that influence the online food delivery service with customer service. This chapter will cover the remediation of the study, the findings and the debate regarding the relationship between efficiency, privacy, fulfillment and responsiveness.
LITERATURE REVIEW
UNDERPINNING THEORY
Therefore, their trust is natural to get good service and feedback which is no less disappointing to order food using food delivery services like Food Panda and Grab Food. Therefore, the researcher wants to determine the factors that influence consumer behavior in the use of Online Food Delivery Services.
PREVIOUS STUDY
- Customer Satisfaction
- Efficiency
- Privacy
- Fulfillment
- Responsiveness
According to Tribhuvan (2020), customers' desire to use online food ordering and delivery services is influenced by a variety of factors, including the choice of various alternatives and offers, the quality of the service provided, the cost of the food, and the introduction of innovative services. Consumers have many complaints, but one of the most common is about delays in shipments.
HYPOTHESES STATEMENT
SUMMARY
INTRODUCTION
RESEARCH DESIGN
Atmowardoyo (2018) says that descriptive research is a form of research that attempts to provide the most accurate description of what is happening.
DATA COLLECTION METHODS
These criteria include, but are not limited to, the date of publication, the author's references, the reliability of the source, the quality of the discussions, the depth of the analyses, how much the text has contributed to the development of the research area , and so forth. In the Literature Review chapter, the researchers explain more about collecting secondary data.
STUDY POPULATION
According to Krejcie and Morgan, students will be the sample size that represents the entire population for this study. In this study, researchers will more often use quantitative methods to collect information from respondents.
RESEARCH INSTRUMENT DEVELOPMENT
- Nominal Level of measurement
- Ordinal Level of measurement
This is because the researchers use this method because it is very suitable and facilitates the work of the researchers in collecting information. The researcher uses five levels of the Likert scale consisting of strongly disagree, disagree, neutral, agree and strongly agree. The Likert Scale technique will be used in sections B and C to test online food delivery service and customer service.
PROCEDURE OF DATA ANALYSIS
- The Reliability Test
- Pearson Correlation
In order to provide a precise description of the fundamental characteristics of a study's data, descriptive statistics are applied. The measures of central tendency are used to describe where the majority of the data fall within a given set. The covariance of two continuous variables is a mathematical description of the degree to which a change in one variable is related to a change in the other.
SUMMARY
This segment will be examined for the respondent demographic segment and data analysis referenced in Chapter 3.
PREMILARY ANALYSIS
Fulfillment and Responsiveness was the independent variable in this study which showed Cronbach's alpha coefficient value of 0.910 and also 0.910, each of them was excellent. While Efficiency and Privacy also independent variable in this study and showed Cronbach's alpha coefficient value of 0.735 and 0.859 which is acceptable and good. Since Cronbach's alpha loading for the variables exceeded 0.7, it showed that the questionnaires were very reliable and could continue with the study.
DEMOGRAPFIC PROFILE
- Gender
In addition, this means that the questionnaires were accepted for this study and the reliability proved that the respondent had a good understanding of the questions asked. According to Table 4.3.1, out of 362 respondents, 200 are male, which is 55.2% of the population, and the rest of the respondents are 44.8% female, which consists of 162 respondents.
Gender
Then the lowest frequency of age was 27 to 30 years old, meaning the rate was only 6%. The result shows that the majority of respondents who answered this survey were Malaysians as it has the highest percentage value which is 71% and the frequency was 256 respondents. The last one was Other, the frequency of Other was 5 respondents, which means the percentage value for Other was only 1.4%.
Race
Table 4.6 shows the result of the frequency and percentages of the respondents based on the segmentation of the faculty. Most of those who answered this questionnaire were from the students of FKP, because it has the highest value of percentage which is 58% and the frequency was 209 respondents. Followed by the frequency for the FHPK faculty were 153 respondents, which is the percentage of 42%.
Faculty
Do You Ever Use Delivery App?
The table indicates that the majority of those who answered this questionnaire used food delivery application. The frequency for respondents who used food delivery application was 360 respondents who used the.
Do you ever use delivery app?
How Often You Visit Online Food Delivery?
The result has shown that 232 respondents with 64.1% visited the online food delivery application monthly.
How often you visit online food delivery
What is The Most Application You Used for Making Online Food Delivery?
What is the most application you used for making online food delivery?
Descriptive Analysis of Efficiency
The online food delivery application provides the user with a clear and understandable interface/interaction features. Meanwhile, the lowest mean value is 4.85, with the question "Trust in providing personal information (name, contact information, address) in an online food delivery application". I think it's easy to access real time online tracking on an online food delivery app.
Descriptive Analysis of Customer Services
The result shows that the highest average score is 4.86 where the question is: "I will continue to order food through the online food delivery application in the future." and “I will recommend other students of University Malaysia Kelantan to use the online food delivery application.” Meanwhile, the lowest average is 4.78, where the question reads: “I have not encountered any problems using the online food delivery application.”
CRONBACH’S ALPHA RELIABILITY ANALYSIS
From Table B above, the Actual Cronbach's Alpha Reliability Test regarding the dependent variable and independent variable questions that have been collected. From table B above, the dependent variable is Customer Satisfaction while the independent variable is Efficiency, Fulfillment, Privacy and Responsiveness. Thus, the result of Cronbach's Alpha reading value for the dependent variable (Customer Satisfaction) is (0.905) with excellent internal consistency.
PEARSON CORRELATION
So, there is a high correlation between all the variables, which indicates that there is a significant relationship between the independent variable and the dependent variable. According to Table B above, the independent variable (Efficiency, .. Fulfillment, Privacy, Responsiveness) have a significant correlation with the dependent variable (Customer Satisfaction) at the 0.01 level (2-tailed). As a result, there is a high correlation and a significant relationship between the independent variable and the dependent variable.
THE HYPOTHESIS TESTING
54 RO: To determine the relationship between fulfillment and customer service factor effect for online food delivery among UMK City Campus students. RO: To determine the relationship between privacy and customer satisfaction factor effect for online food delivery among students of UMK City Campus. RO: To determine the relationship between responsiveness and customer service factor effect for online food delivery among UMK City Campus students.
KEY FINDINGS
RO: To determine the relationship between fulfillment and factor effect of customer service for online food delivery among UMK City Campus students. There is a significant difference between customer fulfillment and satisfaction among the respondents in Kelantan City University Malaysia Campus. RO: To determine the relationship between responsiveness and factor effect of online food delivery customer service among UMK City Campus students.
DISCUSSION
- Hypothesis 1
- Hypothesis 2
- Hypothesis 3
- Hypothesis 4
To determine the relationship between fulfillment and factor influencing customer service for online food delivery among UMK City Campus students. To determine the relationship between privacy and the factor influencing customer satisfaction for online food delivery among students of UMK City Campus. To determine the relationship between responsiveness and factors influencing customer service for online food delivery among UMK City Campus students.
IMPLICATION OF THE STUDY
The research results also show that many students from the UMK City Campus responded very well to this online meal delivery application. This illustrates the positive impact that this online meal delivery application is still relevant today. Therefore, it can be illustrated that many UMK City Campus students are interested in continuing to use the Online Food Delivery Application because of the trusted system, good image, fast delivery and efficient food quality management. That is why students at the UMK City Campus continue to use the Online Food Delivery (OFD) application.
LIMITATION OF THE STUDY
To collect the data, it is not young to get 361 respondents over a period of several weeks. This may be because they forget to fill the goggle form and some even ignore the goggle form when sent on social media like the What Sapp app. Some of them are lazy to fill the goggle form because they think it is not important for them.
RECOMMENDATIONS OF THE STUDY
This time has been difficult for my group, because it is quite difficult to find so many respondents. This makes it even more difficult if respondents refuse to cooperate in answering the questionnaire, even if it is given in person on social media. This will save them money in terms of their daily food expenses. This will make their hearts happy because they can save their finances to spend on the needs and wants they want to buy.
OVERALL CONCLUSION OF THIS RESEARCH
Next, researchers will invite them to continue to use this OFD application because it can save them time to buy and stand in line. Researchers will inform them and give suggestions in this regard so that they use this OFD application more often. Then tell them that by this OFD application they can give them promotions and make them satisfied with the services and also the food provided to them (BiGoshh 2021).
NORIQMAL AFIQ BIN NORHISHAM (A19B0478)
We are final year students of the Bachelor of Entrepreneurship (Logistics and Business Distribution) with distinction from the Faculty of Entrepreneurship and Business, University Malaysia Kelantan. 34; FACTORS AFFECTING ONLINE FOOD DELIVERY (OFD) ON CUSTOMER SATISFACTION ON CAMPUS KOTA” Your participation in this study is highly appreciated.
AL AMEEN BIN HAMID (A19A0035)
NURUL AQILAH BINTI HUSNI (A19A0715)
ARIFF BIN AHMAD (A19A0058)
FACTORS AFFECTING ONLINE FOOD DELIVERY (OFD) / FACTOR-FACTOR YANG MMPENGARUHI PENGHANTARAN MAKANAN DALAM TALIAN (OFD). I can find all the detailed information about items I need in the online food delivery application. The online food delivery application .. provides an easy step-by-step instruction to its user in navigating through the application.
I am satisfied with the condition of the food delivered via the online food delivery application. Online food delivery services and behavioral intention – a test of an integrated TAM and TPB framework.
