Customer Satisfaction with Online Food Delivery Services in Melaka, Malaysia

The rapid expansion of online food delivery (OFD) services has transformed consumer purchasing behavior, particularly following the COVID-19 pandemic. This study investigates customer satisfaction factors influencing the use of OFD services in Melaka, Malaysia. A quantitative cross-sectional survey design was employed, involving users of major food delivery platforms including GrabFood and Foodpanda. The study examined four dimensions affecting satisfaction: quality of delivery platform, quality of delivery service, convenience, and quality of delivered food. Findings indicate that customers demonstrate high satisfaction with food quality, order accuracy, delivery personnel professionalism, app usability, and payment flexibility. However, neutral perceptions remain concerning delivery fees, platform satisfaction, and delivery time predictability. The findings suggest that service providers should focus on improving delivery consistency, pricing transparency, and platform functionality to enhance overall customer satisfaction. This study contributes to the understanding of consumer behavior in the Malaysian OFD sector and offers practical implications for service providers and policymakers.