Article Per Year (5 Year)
p-Index From 2020 - 2025
0.23
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This Author published in this journals
All Journal International Journal of Accounting & Finance in Asia Pasific
Naseer Ahmad, Mohd Nasim Bin
Unknown Affiliation
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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Examining Customer Satisfaction and Service Quality in Online Food Delivery: Evidence from Malaysia Ali, Anees Jane; Yusof, Rosmelisa; Mok, Hui Shan; Basim, Mohammad Farhan; Naseer Ahmad, Mohd Nasim Bin; Saadin, Mohd Zulhairi Bin; Yusrin, Muhammad Adam Danial Bin; Kee, Daisy Mui Hung
International Journal of Accounting and Finance in Asia Pasific (IJAFAP) Vol 8, No 3 (2025): October 2025
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijafap.v8i3.4225

Abstract

Online food delivery platforms have significantly transformed customer experiences in Malaysia, particularly during and after the COVID-19 pandemic. This study aims to examine the key determinants influencing customer satisfaction toward Foodpanda services in Malaysia. A quantitative research design was employed, and data were collected from 200 respondents through an online survey. Using multiple linear regression with SPSS, the results indicate that trust (? = 0.318, p 0.001), perceived usefulness (? = 0.293, p 0.001), and price fairness (? = 0.292, p 0.001) have significant positive effects on customer satisfaction. Meanwhile, convenience (? = 0.013) and service quality (? = 0.061) show no significant influence. The model demonstrates strong explanatory power, with R² = 0.788 and an F-statistic of 149.272 (p 0.001). These findings highlight that customer satisfaction in online food delivery is primarily driven by trust, perceived usefulness, and fair pricing. The study extends the Technology Acceptance Model (TAM) and offers managerial implications for enhancing digital service reliability, platform security, and pricing transparency.
Co-Authors Ali, Anees Jane Basim, Mohammad Farhan Kee, Daisy Mui Hung Mok, Hui Shan Saadin, Mohd Zulhairi Bin Yusof, Rosmelisa Yusrin, Muhammad Adam Danial Bin