Factors That Attract Customers to Online Food Delivery Applications During The Pandemic in Malaysia

Abstract

Digital technology is the science or engineering knowledge branch that deals with creating and practically using digital or computerised devices, methods, and systems to enhance human life. During the Virus-19 pandemic, many business sectors were affected economically because people could not go shopping, travelling, etc. One of the affected business sectors was the food business. Nevertheless, this digital technology helps to sustain the business sector affected by the covid-19 virus. Many online food services and delivery systems were grown to provide buying and selling food services to customers. This study selected eight Online Food Delivery Application (OFDA) platforms operated in Malaysia and further surveyed them to measure their customers' demography and reasons for OFDA preference. Customer demography includes gender, race, age, occupation, and state of residence. While the factors used to measure customer preference for the OFDA are based on standard criteria of customer satisfaction metrics such as user friendly, accessibility, compatibility, and response time. Finally, the customers ranked the OFDA based on additional metrics such as rider service, food quality, price of food, and food arrival time.