Beyond the Plate: How Delivery Time and Price Value Shape Consumer Satisfaction in Online Food Ordering

Abstract

This study investigates the factors that influence customer satisfaction in online food delivery services, focusing on the roles of price value, food quality, and delivery time. A quantitative research approach was adopted, with data collected from 105 respondents using an electronic questionnaire. The study utilized statistical analyses to evaluate the impact of the three key factors on customer satisfaction. The study found that both price value and delivery time significantly enhance customer satisfaction in online food ordering, while food quality had a positive but non-significant effect. The results suggest that customers place more importance on timely deliveries and fair pricing rather than food quality alone. The novelty of this research lies in applying customer satisfaction theory to online food ordering services, offering new insights into how delivery time and price value contribute to customer satisfaction, an area that has been underexplored in the current literature.