Do Website Quality Attributes Influence Customer Satisfaction Towards Online Food Ordering System?
Purpose of the study: Online food ordering system is really in trend nowadays due to the increasing use of Internet. One of the key challenges of online food business is how they manage the online food ordering system, which holds a significant importance to customer satisfaction. This study tries t...
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AID Conference
2020
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| Online Access: | https://library.oum.edu.my/repository/1366/ |
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| author | Diviyasheni Kumaran, Nusrah Samat, Lee , Eva Yin Tan |
| author_facet | Diviyasheni Kumaran, Nusrah Samat, Lee , Eva Yin Tan |
| author_sort | Diviyasheni Kumaran, |
| building | OUM Library |
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| content_provider | Open University Malaysia |
| content_source | OUM Knowledge Repository |
| continent | Asia |
| country | Malaysia |
| description | Purpose of the study: Online food ordering system is really in trend nowadays due to the increasing use of Internet. One of the key challenges of online food business is how they manage the online food ordering system, which holds a significant importance to customer satisfaction. This study tries to investigate the relationship between online food ordering system’s website quality attributes with customer satisfaction.
Methodology: Self-administered questionnaire was developed to collect the data. Online survey was used in getting the feedback from targeted young adults that use online food ordering system. A total of 211 sets of questionnaires were received through the online survey. Data was then analysed using frequencies and descriptive statistics, reliability, correlation, and regression analyses.
Main Findings: The Cronbach’s alpha values varied from between 0.90 to 0.92. The variance proposes consistent and reliable scales used in this study. Customer satisfaction has a strong α coefficient of 0.92 based on responses of the data collection. Findings indicated that three out of five website quality attributes have significant influence towards customer satisfaction. They are website design (β= 0.306, p< 0.01), website information quality (β= 0.368, p< 0.01) and website intelligence (β= 0.223, p< 0.05). Website quality attributes like website design, payment system and website intelligence should be updated accordingly to meet customer expectation which leads to customer satisfaction. |
| format | Article |
| id | my.oum.1366 |
| institution | Open University Malaysia |
| publishDate | 2020 |
| publisher | AID Conference |
| record_format | eprints |
| spelling | my.oum.13662021-07-13T13:30:24Z Do Website Quality Attributes Influence Customer Satisfaction Towards Online Food Ordering System? Diviyasheni Kumaran, Nusrah Samat, Lee , Eva Yin Tan HB Economic Theory HC Economic History and Conditions Purpose of the study: Online food ordering system is really in trend nowadays due to the increasing use of Internet. One of the key challenges of online food business is how they manage the online food ordering system, which holds a significant importance to customer satisfaction. This study tries to investigate the relationship between online food ordering system’s website quality attributes with customer satisfaction. Methodology: Self-administered questionnaire was developed to collect the data. Online survey was used in getting the feedback from targeted young adults that use online food ordering system. A total of 211 sets of questionnaires were received through the online survey. Data was then analysed using frequencies and descriptive statistics, reliability, correlation, and regression analyses. Main Findings: The Cronbach’s alpha values varied from between 0.90 to 0.92. The variance proposes consistent and reliable scales used in this study. Customer satisfaction has a strong α coefficient of 0.92 based on responses of the data collection. Findings indicated that three out of five website quality attributes have significant influence towards customer satisfaction. They are website design (β= 0.306, p< 0.01), website information quality (β= 0.368, p< 0.01) and website intelligence (β= 0.223, p< 0.05). Website quality attributes like website design, payment system and website intelligence should be updated accordingly to meet customer expectation which leads to customer satisfaction. AID Conference 2020 Article PeerReviewed Diviyasheni Kumaran, and Nusrah Samat, and Lee , Eva Yin Tan (2020) Do Website Quality Attributes Influence Customer Satisfaction Towards Online Food Ordering System? International Journal of Communication, Management and Humanities, 1 (2). pp. 29-35. https://library.oum.edu.my/repository/1366/ |
| spellingShingle | HB Economic Theory HC Economic History and Conditions Diviyasheni Kumaran, Nusrah Samat, Lee , Eva Yin Tan Do Website Quality Attributes Influence Customer Satisfaction Towards Online Food Ordering System? |
| title | Do Website Quality Attributes Influence Customer Satisfaction Towards Online Food Ordering System? |
| title_full | Do Website Quality Attributes Influence Customer Satisfaction Towards Online Food Ordering System? |
| title_fullStr | Do Website Quality Attributes Influence Customer Satisfaction Towards Online Food Ordering System? |
| title_full_unstemmed | Do Website Quality Attributes Influence Customer Satisfaction Towards Online Food Ordering System? |
| title_short | Do Website Quality Attributes Influence Customer Satisfaction Towards Online Food Ordering System? |
| title_sort | do website quality attributes influence customer satisfaction towards online food ordering system? |
| topic | HB Economic Theory HC Economic History and Conditions |
| url | https://library.oum.edu.my/repository/1366/ |
| url_provider | http://library.oum.edu.my/repository/ |