RELATIONSHIP BETWEEN FACTORS OF CUSTOMER SATISFACTION TOWARDS FOODPANDA DELIVERY SERVICE

Abstract

Delivery services are growing in the present century since the beginning of the epidemic that hit the whole country in 2020. The delivery service sector has become an important aspect for the community to maintain health and provide convenience for those who do not have time, or the store is quite far from where they live. More specialized for college students who have time and transportation constraints to visit restaurants outside the campus. Using food delivery services indirectly will be measured by customer satisfaction from various factors. Therefore, this study was conducted to identify consumer satisfaction with Food panda’s food delivery service among college students in Terengganu. In addition, the main objective of this study is to identify customer service, types of promotions and types of payment that have a relationship with customer satisfaction. This study is in the form of a survey and is conducted on 84 respondents who are college students in Terengganu who use Food panda, by distributing questionnaires online through Google Form. To test the relationship between dependent variable and independent variable is to use Statistical Package for The Social Science (SPSS) 25.0. The results of the research that has been conducted show that the three independent variables, namely customer service, type of promotion and type of payment have a relationship with customer satisfaction among college students in Terengganu. The results of the study show that the main customer satisfaction factor is customer service with a correlation value of 0.676. In addition, for future studies, the thing that can be suggested to the researcher is that the next researcher can use this element to focus on student samples from different locations.

Keywords: Customer satisfaction, customer service, promotion types, payment types