Factors affect customer satisfaction with the quality of online food delivery service via ShopeeFood application in Can Tho city

Abstract

This study analyzes factors affecting customer satisfaction with the quality of online food delivery services via the ShopeeFood application in Can Tho City. The study surveys 226 consumers utilizing the online food delivery service via the ShopeeFood application in Can Tho and uses Cronbach's alpha scale reliability analysis, exploratory factor analysis (EFA), and linear regression analysis to test the hypotheses. The study’s findings confirm the impact of Information Utility and Food Quality on customer satisfaction, while the influence of Customer Service on customer satisfaction is not statistically significant. Based on the findings, the study proposes the practical implications of improving service quality to enhance customer satisfaction with online food delivery service quality.