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All Journal International Journal of Accounting & Finance in Asia Pasific
Xiang Ming, Irene Lee
Unknown Affiliation
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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The Impact of Delivery, Menu Variety, Pricing, Promotion, and Food Quality on Customer Satisfaction: Mediated by Perceived Value Effendi, Azura Abdullah; Hui, Gan Kia; Binti Che Kahar, Intan Azmira; Binti Mohamad Sukeri, Irdina Humaira; Xiang Ming, Irene Lee; Jia Xuan, Jasmine Wong; Vartharaju, Jayaneswari A/P; Joan N, Griselda; Ali, Anees Janee; Kee, Daisy Mui Hung
International Journal of Accounting and Finance in Asia Pasific (IJAFAP) Vol 8, No 1 (2025): February 2025
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijafap.v8i1.3834

Abstract

Foodpanda struggles with delayed deliveries, inconsistent food quality, limited menu variety, and pricing issues, leading to ongoing customer dissatisfaction despite promotional efforts. This study examines the impact of delivery experience, menu variety, pricing perception, promotion, and food quality on customer satisfaction with Foodpanda Malaysia, with customer perceived value as a mediator. A total of 135 respondents were surveyed to investigate how these factors influence customer satisfaction. The results show that Foodpanda's customer satisfaction is driven by delivery experience, pricing perception, food quality, and customer perceived value, with pricing perception being the most influential. Menu variety and promotion type have no significant impact. Delivery experience and pricing perception also indirectly boost satisfaction by enhancing perceived value, whereas menu variety, promotion type, and food quality do not significantly affect perceived value. The study highlights the importance of perceived value as a mediator, offering actionable insights for improving customer experience in the food delivery industry.
Co-Authors Ali, Anees Janee Binti Che Kahar, Intan Azmira Binti Mohamad Sukeri, Irdina Humaira Effendi, Azura Abdullah Hui, Gan Kia Jia Xuan, Jasmine Wong Joan N, Griselda Kee, Daisy Mui Hung Vartharaju, Jayaneswari A/P