{"id":"https://openalex.org/W4391752257","doi":"https://doi.org/10.6007/ijarbss/v14-i2/20806","title":"The Factors Determining Customer Satisfaction towards Food Service Delivery Application During Covid-19 Pandemic","display_name":"The Factors Determining Customer Satisfaction towards Food Service Delivery Application During Covid-19 Pandemic","publication_year":2024,"publication_date":"2024-02-04","ids":{"openalex":"https://openalex.org/W4391752257","doi":"https://doi.org/10.6007/ijarbss/v14-i2/20806"},"language":"en","primary_location":{"id":"doi:10.6007/ijarbss/v14-i2/20806","doi":"https://doi.org/10.6007/ijarbss/v14-i2/20806","is_oa":true,"landing_page_url":"https://doi.org/10.6007/ijarbss/v14-i2/20806","pdf_url":"https://hrmars.com/papers_submitted/20806/the-factors-determining-customer-satisfaction-towards-food-service-delivery-application-during-covid-19-pandemic.pdf","source":{"id":"https://openalex.org/S4210209736","display_name":"International Journal of Academic Research in Business and Social Sciences","issn_l":"2222-6990","issn":["2222-6990","2308-3816"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":["anvur-scientific"],"host_organization":"https://openalex.org/P4322696514","host_organization_name":"Human Resource Management Academic Research Society","host_organization_lineage":["https://openalex.org/P4322696514"],"host_organization_lineage_names":["Human Resource Management Academic Research Society"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Academic Research in Business and Social Sciences","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"diamond","oa_url":"https://hrmars.com/papers_submitted/20806/the-factors-determining-customer-satisfaction-towards-food-service-delivery-application-during-covid-19-pandemic.pdf","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5076853908","display_name":"Noorsa Riza Johari","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Noorsa Riza Johari","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]},{"author_position":"middle","author":{"id":"https://openalex.org/A5015843722","display_name":"Khairil Anuar Bahari","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I82724352","display_name":"Universiti Teknologi MARA","ror":"https://ror.org/05n8tts92","country_code":"MY","type":"education","lineage":["https://openalex.org/I82724352"]}],"countries":["MY"],"is_corresponding":false,"raw_author_name":"Khairil Anuar Bahari","raw_affiliation_strings":["Faculty of Hotel and Tourism Management,Universiti Teknologi MARA Pulau Pinang, 13500,Permatang Pauh,Pulau Pinang, Malaysia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Faculty of Hotel and Tourism Management,Universiti Teknologi MARA Pulau Pinang, 13500,Permatang Pauh,Pulau Pinang, Malaysia","institution_ids":["https://openalex.org/I82724352"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5035094844","display_name":"Mohd Zool Fadli Ibrahim","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I82724352","display_name":"Universiti Teknologi MARA","ror":"https://ror.org/05n8tts92","country_code":"MY","type":"education","lineage":["https://openalex.org/I82724352"]}],"countries":["MY"],"is_corresponding":false,"raw_author_name":"Mohd Zool Fadli Ibrahim","raw_affiliation_strings":["Faculty of Hotel and Tourism Management,Universiti Teknologi MARA Pulau Pinang, 13500,Permatang Pauh,Pulau Pinang, Malaysia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Faculty of Hotel and Tourism Management,Universiti Teknologi MARA Pulau Pinang, 13500,Permatang Pauh,Pulau Pinang, Malaysia","institution_ids":["https://openalex.org/I82724352"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5034119056","display_name":"Joesri Mohd Saber","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I82724352","display_name":"Universiti Teknologi MARA","ror":"https://ror.org/05n8tts92","country_code":"MY","type":"education","lineage":["https://openalex.org/I82724352"]}],"countries":["MY"],"is_corresponding":false,"raw_author_name":"Joesri Mohd Saber","raw_affiliation_strings":["Faculty of Hotel and Tourism Management,Universiti Teknologi MARA Pulau Pinang, 13500,Permatang Pauh,Pulau Pinang, Malaysia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Faculty of Hotel and Tourism Management,Universiti Teknologi MARA Pulau Pinang, 13500,Permatang Pauh,Pulau Pinang, Malaysia","institution_ids":["https://openalex.org/I82724352"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5113117588","display_name":"Muhammad Izzat Hakimi Abdul Rahman","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Muhammad Izzat Hakimi Abdul Rahman","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]},{"author_position":"last","author":{"id":"https://openalex.org/A5071855982","display_name":"Muhammad Shakir Zulkafli","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Muhammad Shakir Zulkafli","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":2.2472,"has_fulltext":true,"cited_by_count":6,"citation_normalized_percentile":{"value":0.90065153,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":94,"max":98},"biblio":{"volume":"14","issue":"2","first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.5479000210762024,"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":0.5479000210762024,"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":0.3416000008583069,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"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/T14416","display_name":"Health, Technology, Consumer Behavior","score":0.05609999969601631,"subfield":{"id":"https://openalex.org/subfields/3605","display_name":"Health Information Management"},"field":{"id":"https://openalex.org/fields/36","display_name":"Health Professions"},"domain":{"id":"https://openalex.org/domains/4","display_name":"Health Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.8399999737739563},{"id":"https://openalex.org/keywords/food-delivery-platforms","display_name":"food delivery apps","score":0.9850000143051147},{"id":"https://openalex.org/keywords/e-service-quality","display_name":"e-service quality","score":0.8220000267028809},{"id":"https://openalex.org/keywords/convenience","display_name":"convenience","score":0.9120000004768372},{"id":"https://openalex.org/keywords/ease-of-use","display_name":"ease of use","score":0.9649999737739563},{"id":"https://openalex.org/keywords/covid-19","display_name":"COVID-19 pandemic","score":0.9800000190734863},{"id":"https://openalex.org/keywords/online-food-ordering","display_name":"online food ordering","score":0.7039999961853027},{"id":"https://openalex.org/keywords/mobile-app-adoption","display_name":"mobile application adoption","score":0.4269999861717224}],"concepts":[{"id":"https://openalex.org/C3008058167","wikidata":"https://www.wikidata.org/wiki/Q84263196","display_name":"Coronavirus disease 2019 (COVID-19)","level":4,"score":0.7851386070251465},{"id":"https://openalex.org/C2994309678","wikidata":"https://www.wikidata.org/wiki/Q10932402","display_name":"Food delivery","level":2,"score":0.7589786052703857},{"id":"https://openalex.org/C89623803","wikidata":"https://www.wikidata.org/wiki/Q12184","display_name":"Pandemic","level":5,"score":0.6781185865402222},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6235027313232422},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.5879828333854675},{"id":"https://openalex.org/C3006700255","wikidata":"https://www.wikidata.org/wiki/Q81068910","display_name":"2019-20 coronavirus outbreak","level":3,"score":0.48044177889823914},{"id":"https://openalex.org/C68595000","wikidata":"https://www.wikidata.org/wiki/Q2274177","display_name":"Service delivery framework","level":3,"score":0.46669629216194153},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.42653876543045044},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.4203992784023285},{"id":"https://openalex.org/C3007834351","wikidata":"https://www.wikidata.org/wiki/Q82069695","display_name":"Severe acute respiratory syndrome coronavirus 2 (SARS-CoV-2)","level":5,"score":0.4147372841835022},{"id":"https://openalex.org/C71924100","wikidata":"https://www.wikidata.org/wiki/Q11190","display_name":"Medicine","level":0,"score":0.19663751125335693},{"id":"https://openalex.org/C159047783","wikidata":"https://www.wikidata.org/wiki/Q7215","display_name":"Virology","level":1,"score":0.13298848271369934},{"id":"https://openalex.org/C116675565","wikidata":"https://www.wikidata.org/wiki/Q3241045","display_name":"Outbreak","level":2,"score":0.058731526136398315},{"id":"https://openalex.org/C524204448","wikidata":"https://www.wikidata.org/wiki/Q788926","display_name":"Infectious disease (medical specialty)","level":3,"score":0.0},{"id":"https://openalex.org/C142724271","wikidata":"https://www.wikidata.org/wiki/Q7208","display_name":"Pathology","level":1,"score":0.0},{"id":"https://openalex.org/C2779134260","wikidata":"https://www.wikidata.org/wiki/Q12136","display_name":"Disease","level":2,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.6007/ijarbss/v14-i2/20806","doi":"https://doi.org/10.6007/ijarbss/v14-i2/20806","is_oa":true,"landing_page_url":"https://doi.org/10.6007/ijarbss/v14-i2/20806","pdf_url":"https://hrmars.com/papers_submitted/20806/the-factors-determining-customer-satisfaction-towards-food-service-delivery-application-during-covid-19-pandemic.pdf","source":{"id":"https://openalex.org/S4210209736","display_name":"International Journal of Academic Research in Business and Social Sciences","issn_l":"2222-6990","issn":["2222-6990","2308-3816"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":["anvur-scientific"],"host_organization":"https://openalex.org/P4322696514","host_organization_name":"Human Resource Management Academic Research Society","host_organization_lineage":["https://openalex.org/P4322696514"],"host_organization_lineage_names":["Human Resource Management Academic Research Society"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Academic Research in Business and Social Sciences","raw_type":"journal-article"}],"best_oa_location":{"id":"doi:10.6007/ijarbss/v14-i2/20806","doi":"https://doi.org/10.6007/ijarbss/v14-i2/20806","is_oa":true,"landing_page_url":"https://doi.org/10.6007/ijarbss/v14-i2/20806","pdf_url":"https://hrmars.com/papers_submitted/20806/the-factors-determining-customer-satisfaction-towards-food-service-delivery-application-during-covid-19-pandemic.pdf","source":{"id":"https://openalex.org/S4210209736","display_name":"International Journal of Academic Research in Business and Social Sciences","issn_l":"2222-6990","issn":["2222-6990","2308-3816"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":["anvur-scientific"],"host_organization":"https://openalex.org/P4322696514","host_organization_name":"Human Resource Management Academic Research Society","host_organization_lineage":["https://openalex.org/P4322696514"],"host_organization_lineage_names":["Human Resource Management Academic Research Society"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Academic Research in Business and Social Sciences","raw_type":"journal-article"},"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/3","score":0.6240000128746033,"display_name":"Good health and well-being"}],"sustainable_development_goals_aurora":[{"id":"https://metadata.un.org/sdg/3","score":0.4000000059604645,"display_name":"Good health and well-being"}],"study_designs":[{"id":"https://openalex.org/study-designs/observational-study","display_name":"Observational Study"}],"awards":[],"funders":[],"has_content":{"grobid_xml":true,"pdf":true},"content_urls":{"pdf":"https://content.openalex.org/works/W4391752257.pdf","grobid_xml":"https://content.openalex.org/works/W4391752257.grobid-xml"},"referenced_works_count":54,"referenced_works":["https://openalex.org/W2019926099","https://openalex.org/W2467614689","https://openalex.org/W2566101131","https://openalex.org/W2807719689","https://openalex.org/W2809223742","https://openalex.org/W2901318115","https://openalex.org/W2901876063","https://openalex.org/W2903187083","https://openalex.org/W2906202975","https://openalex.org/W2915702489","https://openalex.org/W2956074555","https://openalex.org/W2966032432","https://openalex.org/W2980641225","https://openalex.org/W2982349366","https://openalex.org/W2993152666","https://openalex.org/W2996265177","https://openalex.org/W3015700577","https://openalex.org/W3023586199","https://openalex.org/W3025445581","https://openalex.org/W3025519692","https://openalex.org/W3027280416","https://openalex.org/W3028078615","https://openalex.org/W3041165598","https://openalex.org/W3041590391","https://openalex.org/W3084258776","https://openalex.org/W3084760439","https://openalex.org/W3087491378","https://openalex.org/W3087968084","https://openalex.org/W3094118977","https://openalex.org/W3097636428","https://openalex.org/W3103966268","https://openalex.org/W3112006194","https://openalex.org/W3132498017","https://openalex.org/W3143767110","https://openalex.org/W3153094513","https://openalex.org/W3155196602","https://openalex.org/W3158209507","https://openalex.org/W3162907586","https://openalex.org/W3165255851","https://openalex.org/W3174617162","https://openalex.org/W3181032096","https://openalex.org/W3191834733","https://openalex.org/W3195411209","https://openalex.org/W3201552887","https://openalex.org/W3202273187","https://openalex.org/W3205366274","https://openalex.org/W3213789948","https://openalex.org/W4200030006","https://openalex.org/W4205706627","https://openalex.org/W4213039342","https://openalex.org/W4251321974","https://openalex.org/W4252771961","https://openalex.org/W4392462590","https://openalex.org/W6923415155"],"related_works":["https://openalex.org/W3199596053","https://openalex.org/W4310848095","https://openalex.org/W7215145374","https://openalex.org/W4221022266","https://openalex.org/W4312931486","https://openalex.org/W4312494948","https://openalex.org/W3082889021","https://openalex.org/W4289667683","https://openalex.org/W4387651511","https://openalex.org/W3143767110"],"abstract_inverted_index":{"The":[0],"food":[1,33,48,60,115,173,188],"delivery":[2,14,116,175,189],"sector":[3],"is":[4,155],"expanding":[5],"and":[6,12,34,46,68,110,118,129,145,164],"has":[7],"excellent":[8],"potential":[9],"in":[10],"Malaysia":[11],"worldwide.Food":[13],"applications":[15,117],"(FDAs)":[16],"have":[17,70],"changed":[18],"how":[19],"consumers":[20,56],"purchase":[21],"food,":[22],"particularly":[23,95],"during":[24,96,121,177],"the":[25,30,53,78,88,104,130,149,156,178],"COVID-19":[26,54,179],"pandemic's":[27],"mobility":[28],"limitations.During":[29],"pandemic,":[31],"most":[32,157],"beverage":[35],"establishments":[36],"relied":[37],"extensively":[38],"on":[39],"intelligent":[40],"technologies":[41],"to":[42,64,102,184],"enhance":[43],"essential":[44],"online":[45,137],"offline":[47],"delivery,":[49],"facilitating":[50],"many":[51],"consumers.In":[52],"epidemic,":[55],"demand":[57],"that":[58,148],"takeaway":[59],"be":[61],"supplied":[62],"according":[63],"government":[65],"standard":[66],"procedures,":[67],"FDAs":[69,82],"become":[71],"a":[72,84,97,122],"popular":[73],"source":[74],"for":[75],"ordering":[76],"meals.Furthermore,":[77],"increasing":[79],"use":[80,113,152],"of":[81,87,90,112,114,151,153],"demands":[83],"greater":[85],"understanding":[86],"complexity":[89],"consumer":[91],"preferences":[92],"towards":[93],"devices,":[94],"health":[98],"crisis.This":[99],"study":[100],"aims":[101],"investigate":[103],"relationship":[105],"between":[106],"e-service":[107],"quality,":[108],"convenience,":[109,165],"ease":[111,150],"customer":[119,169],"satisfaction":[120,170],"pandemic.A":[123],"quantitative":[124],"research":[125],"design":[126],"was":[127],"employed,":[128],"data":[131],"were":[132],"collected":[133],"by":[134,140,161,171],"conducting":[135],"an":[136,186],"questionnaire":[138],"completed":[139],"266":[141],"participants.The":[142],"statistical":[143],"findings":[144],"discussions":[146],"demonstrate":[147],"apps":[154,176],"important":[158],"feature,":[159],"followed":[160],"service":[162,174],"quality":[163],"which":[166],"directly":[167],"impact":[168],"utilising":[172],"pandemic.The":[180],"results":[181],"allow":[182],"businesses":[183],"establish":[185],"effective":[187],"app":[190],"services":[191],"strategy.":[192]},"counts_by_year":[{"year":2025,"cited_by_count":4},{"year":2024,"cited_by_count":2}],"updated_date":"2026-10-16T09:59:22.235173","created_date":"2024-02-13T00:00:00"}
