Impact of E-Service Quality on Customer Satisfaction towards Grabfood in the Post-COVID-19 Pandemic in Kota Bharu, Kelantan

Abstract

This study aims to see the impact of e-Service quality on customer satisfaction with GrabFood in the Post COVID-19 pandemic in Kota Bharu, Kelantan. This study also proposed a conceptual framework to investigate the effect of several dimensions of GrabFood e-Service quality on customer satisfaction in Kota Bharu, Kelantan regarding online food delivery services. Trust, website design, responsiveness and fulfilment are dimensions studied in the context of e-services quality. Convenience sampling was used to collect data from respondents in Kota Bharu, Kelantan through an online questionnaire. Descriptive analysis, reliability analysis, and correlation analysis were applied to achieve the study objectives. The findings indicated that trust and website design are two dimensions that have a positive and significant influence on customer satisfaction towards using GrabFood as an online food delivery service. Furthermore, the study provides valuable insights for marketing managers and academics on improving the quality of online food delivery services and thereby creating long-term satisfied and loyal customers.