{"id":"https://openalex.org/W3213789948","doi":"https://doi.org/10.35609/jmmr.2021.6.3(5)","title":"Customer Satisfaction towards Mobile Food Delivery Apps during Covid-19 Pandemic","display_name":"Customer Satisfaction towards Mobile Food Delivery Apps during Covid-19 Pandemic","publication_year":2021,"publication_date":"2021-09-29","ids":{"openalex":"https://openalex.org/W3213789948","doi":"https://doi.org/10.35609/jmmr.2021.6.3(5)","mag":"3213789948"},"language":"en","primary_location":{"id":"doi:10.35609/jmmr.2021.6.3(5)","doi":"https://doi.org/10.35609/jmmr.2021.6.3(5)","is_oa":false,"landing_page_url":"https://doi.org/10.35609/jmmr.2021.6.3(5)","pdf_url":null,"source":{"id":"https://openalex.org/S4210195235","display_name":"GATR Journal of Management and Marketing Review","issn_l":"0128-2603","issn":["0128-2603","2636-9168"],"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/P4310321270","host_organization_name":"Global Academy of Training & Research","host_organization_lineage":["https://openalex.org/P4310321270"],"host_organization_lineage_names":["Global Academy of Training & Research"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"GATR Journal of Management and Marketing Review","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5040920742","display_name":"Goh Mei Ling","orcid":"https://orcid.org/0000-0003-0640-4172","observed_orcids":["https://orcid.org/0000-0003-0640-4172"]},"institutions":[{"id":"https://openalex.org/I173029219","display_name":"Multimedia University","ror":"https://ror.org/04zrbnc33","country_code":"MY","type":"education","lineage":["https://openalex.org/I173029219"]}],"countries":["MY"],"is_corresponding":false,"raw_author_name":"Goh Mei Ling","raw_affiliation_strings":["Multimedia University, Jalan Ayer Keroh Lama, 75450, Melaka, Malaysia"],"raw_orcid":"https://orcid.org/0000-0003-0640-4172","affiliations":[{"raw_affiliation_string":"Multimedia University, Jalan Ayer Keroh Lama, 75450, Melaka, Malaysia","institution_ids":["https://openalex.org/I173029219"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5075337592","display_name":"Ho Sew Tiep","orcid":"https://orcid.org/0000-0002-6722-3802","observed_orcids":["https://orcid.org/0000-0002-6722-3802"]},"institutions":[{"id":"https://openalex.org/I173029219","display_name":"Multimedia University","ror":"https://ror.org/04zrbnc33","country_code":"MY","type":"education","lineage":["https://openalex.org/I173029219"]}],"countries":["MY"],"is_corresponding":false,"raw_author_name":"Ho Sew Tiep","raw_affiliation_strings":["Multimedia University, Jalan Ayer Keroh Lama, 75450, Melaka, Malaysia"],"raw_orcid":"https://orcid.org/0000-0002-6722-3802","affiliations":[{"raw_affiliation_string":"Multimedia University, Jalan Ayer Keroh Lama, 75450, Melaka, Malaysia","institution_ids":["https://openalex.org/I173029219"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5017183588","display_name":"Ng Zhu Er","orcid":"https://orcid.org/0000-0003-4819-8426","observed_orcids":["https://orcid.org/0000-0003-4819-8426"]},"institutions":[{"id":"https://openalex.org/I173029219","display_name":"Multimedia University","ror":"https://ror.org/04zrbnc33","country_code":"MY","type":"education","lineage":["https://openalex.org/I173029219"]}],"countries":["MY"],"is_corresponding":false,"raw_author_name":"Ng Zhu Er","raw_affiliation_strings":["Multimedia University, Jalan Ayer Keroh Lama, 75450, Melaka, Malaysia"],"raw_orcid":"https://orcid.org/0000-0003-4819-8426","affiliations":[{"raw_affiliation_string":"Multimedia University, Jalan Ayer Keroh Lama, 75450, Melaka, Malaysia","institution_ids":["https://openalex.org/I173029219"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I173029219"],"apc_list":null,"apc_paid":null,"fwci":0.7012,"has_fulltext":false,"cited_by_count":9,"citation_normalized_percentile":{"value":0.73665292,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":88,"max":97},"biblio":{"volume":"6","issue":"3","first_page":"191","last_page":"201"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.4641000032424927,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.4641000032424927,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.4077000021934509,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14244","display_name":"Consumer Behavior and Marketing Influence","score":0.08110000193119049,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":1.0},{"id":"https://openalex.org/keywords/covid-19","display_name":"COVID-19 pandemic","score":0.9959999918937683},{"id":"https://openalex.org/keywords/website-quality","display_name":"website quality","score":0.9980000257492065},{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.9860000014305115},{"id":"https://openalex.org/keywords/price","display_name":"price","score":0.953000009059906},{"id":"https://openalex.org/keywords/convenience","display_name":"convenience","score":0.9779999852180481},{"id":"https://openalex.org/keywords/food-delivery","display_name":"food delivery","score":0.5960000157356262}],"concepts":[{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.7012491226196289},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.5268834233283997},{"id":"https://openalex.org/C71104824","wikidata":"https://www.wikidata.org/wiki/Q1476639","display_name":"Structural equation modeling","level":2,"score":0.5166237950325012},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.4453589916229248},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.4277874827384949},{"id":"https://openalex.org/C120107772","wikidata":"https://www.wikidata.org/wiki/Q168554","display_name":"Discriminant validity","level":4,"score":0.4243050515651703},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.4104209542274475},{"id":"https://openalex.org/C112698675","wikidata":"https://www.wikidata.org/wiki/Q37038","display_name":"Advertising","level":1,"score":0.32791560888290405},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.24750664830207825},{"id":"https://openalex.org/C105795698","wikidata":"https://www.wikidata.org/wiki/Q12483","display_name":"Statistics","level":1,"score":0.21702897548675537},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.18693503737449646},{"id":"https://openalex.org/C2775944032","wikidata":"https://www.wikidata.org/wiki/Q22907659","display_name":"Patient satisfaction","level":2,"score":0.17539569735527039},{"id":"https://openalex.org/C3018868096","wikidata":"https://www.wikidata.org/wiki/Q2693233","display_name":"Internal consistency","level":3,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.35609/jmmr.2021.6.3(5)","doi":"https://doi.org/10.35609/jmmr.2021.6.3(5)","is_oa":false,"landing_page_url":"https://doi.org/10.35609/jmmr.2021.6.3(5)","pdf_url":null,"source":{"id":"https://openalex.org/S4210195235","display_name":"GATR Journal of Management and Marketing Review","issn_l":"0128-2603","issn":["0128-2603","2636-9168"],"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/P4310321270","host_organization_name":"Global Academy of Training & Research","host_organization_lineage":["https://openalex.org/P4310321270"],"host_organization_lineage_names":["Global Academy of Training & Research"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"GATR Journal of Management and Marketing Review","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[{"display_name":"Good health and well-being","id":"https://metadata.un.org/sdg/3","score":0.504800021648407}],"study_designs":[{"display_name":"Observational Study","id":"https://openalex.org/study-designs/observational-study"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":33,"referenced_works":["https://openalex.org/W1565843121","https://openalex.org/W1576801834","https://openalex.org/W1984236901","https://openalex.org/W2024396140","https://openalex.org/W2039001958","https://openalex.org/W2044643323","https://openalex.org/W2060416152","https://openalex.org/W2096361659","https://openalex.org/W2105846236","https://openalex.org/W2106096361","https://openalex.org/W2113089329","https://openalex.org/W2249361821","https://openalex.org/W2313287684","https://openalex.org/W2566101131","https://openalex.org/W2580852455","https://openalex.org/W2593902609","https://openalex.org/W2606700149","https://openalex.org/W2626726303","https://openalex.org/W2729551988","https://openalex.org/W2803512669","https://openalex.org/W2807719689","https://openalex.org/W2809223742","https://openalex.org/W2956074555","https://openalex.org/W2958020364","https://openalex.org/W2966032432","https://openalex.org/W3015766458","https://openalex.org/W3095960557","https://openalex.org/W3111884757","https://openalex.org/W3132498017","https://openalex.org/W3162907586","https://openalex.org/W4200030006","https://openalex.org/W4392462590","https://openalex.org/W6676028428"],"related_works":["https://openalex.org/W4391752257","https://openalex.org/W4221022266","https://openalex.org/W4310848095","https://openalex.org/W3195634232","https://openalex.org/W4387697555","https://openalex.org/W4312931486","https://openalex.org/W4387651511","https://openalex.org/W3143767110","https://openalex.org/W3082889021","https://openalex.org/W4372348799"],"abstract_inverted_index":{"Objective":[0],"-":[1,26,110,189,241],"The":[2,124,149,213],"objective":[3],"of":[4,12,65,80,185,209,220,239],"this":[5,75],"study":[6,191],"is":[7],"to":[8,36,53,97],"investigate":[9],"the":[10,16,22,55,72,78,81,99,104,107,133,146,181,196,200,206,218,222,235],"determinants":[11],"customer":[13,38,136,160,186,197,231],"satisfaction":[14,39,137,161,198,232],"towards":[15,40,140,162,199],"mobile":[17,41,141,163,201],"food":[18,42,142,164,202],"delivery":[19,43,143,165,203],"apps":[20,144,204,223],"during":[21,145,234],"COVID-19":[23,147,210],"pandemic.":[24,148],"Methodology/Technique":[25],"Website":[27,175,251],"quality,":[28,30],"service":[29],"price,":[31,170],"and":[32,68,102,113,155,169,217],"convenience":[33,50,156,219],"were":[34,47,83,117,122,172,224],"hypothesised":[35],"explain":[37],"apps.":[44,166],"200":[45],"respondents":[46],"recruited":[48],"using":[49,60,221],"sampling.":[51],"Due":[52],"COVID-19,":[54],"data":[56],"collection":[57],"was":[58,95,128],"done":[59],"Google":[61],"Form":[62],"which":[63,116],"consisted":[64],"respondents'":[66],"profile":[67],"measurements":[69],"for":[70],"all":[71],"constructs":[73],"in":[74],"study.":[76],"All":[77],"instruments":[79],"variables":[82],"adapted":[84],"from":[85,205],"previous":[86],"studies.":[87],"Partial":[88],"Least":[89],"Square":[90],"Structural":[91],"Equation":[92],"Modeling":[93],"(PLS-SEM)":[94],"performed":[96],"assess":[98],"measurements'":[100],"validity":[101,112,115],"test":[103],"relationship":[105],"among":[106],"variables.":[108],"Findings":[109],"Convergent":[111],"discriminant":[114],"assessed":[118],"via":[119],"measurement":[120],"model":[121,134],"satisfactory.":[123],"R-square":[125],"value":[126],"obtained":[127],"0.565.":[129],"This":[130,190],"indicates":[131],"that,":[132],"explains":[135],"by":[138],"56.5%":[139],"findings":[150],"show":[151],"that":[152,229],"website":[153,215],"quality":[154,168,176,216],"have":[157],"significantly":[158,233],"influenced":[159],"Service":[167,253],"however,":[171],"found":[173,179],"insignificant.":[174],"has":[177],"been":[178],"as":[180,226],"most":[182],"important":[183,227],"predictor":[184],"satisfaction.":[187],"Novelty":[188],"provided":[192],"an":[193],"insight":[194],"into":[195],"new":[207],"norm":[208],"measured":[211],"perspective.":[212],"apps'":[214],"revealed":[225],"factors":[228],"impact":[230],"pandemic":[236],"period.":[237],"Type":[238],"Paper":[240],"Empirical.":[242],"Keywords:":[243],"Customer":[244],"Satisfaction;":[245],"Mobile":[246],"Food":[247],"Delivery":[248],"Apps;":[249],"COVID-19;":[250],"Quality;":[252,254],"Price;":[255],"Convenience.":[256],"JEL":[257],"Classification:":[258],"M15":[259]},"counts_by_year":[{"year":2026,"cited_by_count":1},{"year":2025,"cited_by_count":1},{"year":2024,"cited_by_count":4},{"year":2023,"cited_by_count":1},{"year":2022,"cited_by_count":2}],"updated_date":"2026-11-04T10:54:05.112534","created_date":"2021-11-22T00:00:00"}