Factors Influencing Satisfaction Among Food Panda Users: Evidence in Malaysia

Customer satisfaction has a significant effect on company revenue and loyalty. Customers are also concerned about the brand reputation and quality provided by the service provider and hope they will receive the best service from the company. This expectation is a challenge to food delivery companies since they must provide extraordinary service to compete with the competitors. The aim of this study is to determine the factors that influence satisfaction among foodpanda users. Important factors such as application design, security, food quality, and delivery are all being investigated. The sample size included 136 students in Terengganu, and questionnaires were distributed online. The questionnaire feedback was analyzed using SPSS to assess the correlation and regression effect of each research variable. The study discovered a positive relationship between application design, security, food quality, delivery, and satisfaction. Regression analysis also reveals that application design is the most important factor influencing user satisfaction. The findings serve as a guideline for food delivery companies to always improve the quality and convenience of their application designs. Gathering feedback on customer satisfaction also enables the company to always find areas for improvement and boost satisfaction.