Identification of Technical Requirement for Improving Quality of Local Online Food Delivery Service in Yogyakarta

Abstract

Increased internet usage and fast-paced consumer's demands have created business opportunities, including online food delivery services. However, competition with similar national-scale businesses allegedly contributed to the decline in the number of XYZ company orders, one of the food-delivery service providers in Yogyakarta. Therefore, this study aimed to identify the need's attributes of the daring food delivery service consumers, to find out the servicequality satisfaction level, and to determine the technical requirement for improving the delivery service. The combination of Servqual and Quality Function Deployment (QFD) were then used to reach the research goals. The online survey instruments, which were borrowed from the previous studies and adapted for this study, were distributed from June 2016 to February 2017 to more than 700 XYZ's consumers, with the number of respondents who answered as many as 213 peoples. Cronbach's Alpha, the most common test for multiple Likert questions in a survey, was then used for analyzing the collected data. The result shows that order conformity; politeness and friendliness of messengers and administrative workers; cleanliness of food box; a good conditionof received ordered food; and affordable delivery costs are the top five attributes of consumer needs. Meanwhile, the top five observed technical requirements are the provision of skills training to messengers and administrative workers; periodic evaluations of service performance; the regular addition of food outlet members; providing map feature on the company website, and provision of ordering applications. The identified requirements can benefit local food delivery service providers in competing with national scale competitors and adapt to disruptive age.

What factors determining customer continuingly using food delivery apps during 2019 novel coronavirus pandemic period?

“…This result confirms previous studies related to continuance adoption of mobile technologies and services ( Dlodlo, 2014 ; Gao et al, 2015 ; Yuan et al, 2016 ; Cao and Niu, 2019 ; Marinković et al, 2020 ). Furthermore, it has reconfirmed that satisfaction is an important determinant for users' re-purchase intentions in an FDA service context ( Elvandari et al, 2018 ). Therefore, monitoring and improving users' satisfaction by providing a high quality of service to meet customers' requirements are essential and appropriate approaches for FDAs providers to retain customers during the COVID-19 pandemic, as well as sustainably maintaining future development of FDAs by satisfying customers' technological and mental expectations.…”

“… He et al (2018) illustrated that satisfaction is associated with food quality and service efficiency, which significantly affects online food delivery service adoption. Meanwhile, Elvandari et al (2018) found that order conformity, quality of delivery, food quality and costs are the most significant attributes affecting the intention of using online food delivery services. Furthermore, Ray et al (2019) implemented the uses and gratifications theory and validated that customer experience, ease-of-use and technological characteristic had significant impacts on behavioural intention to use FDAs.…”

“…Therefore, according to previous relevant researches and characteristics of FDAs associated with the current situation of the COVID-19 outbreak, this study focuses on technological and mental factors affecting customers' continuance intentions of using FDAs in China by integrating variables from UTAUT, ECM and the Task-Technology Fit model, including performance expectancy ( Mun et al, 2017 ; Yeo et al, 2017 ; Roh and Park, 2019 ), effort expectancy ( Ray et al, 2019 ), social influence ( Roh and Park, 2019 ) from UTAUT, satisfaction ( He et al, 2018 ) and confirmation ( Yeo et al, 2017 ) from ECM, perceived technology task fit ( Elvandari et al, 2018 ) from the Task-Technology Fit model and trust ( Cho et al, 2019 ). Furthermore, the following parts introduce the theoretical foundations that contribute to the conceptualisation of the research model.…”

Factors Determining the Behavioral Intention of Using Food Delivery Apps during COVID-19 Pandemics

“…Studies of Riana et al [40] and Teo et al [41] also touched on the importance of safety and promoting good hygiene from the technological adoption of using FDAs instead of physically visiting restaurants. Study of Elvandari et al [29] observed the technical requirements for improving the quality of local online food delivery services. The findings of the research indicated that perceived technology-task fit, conditions of received order, friendliness, and politeness were technical requirements for improving the quality of local online food delivery.…”

“…Food delivery services through online apps have become a global trend, with China leading the way in the market share. The growth of the food delivery services to new markets is based on the cultivation of consumer eating habits [28] and evolving fashion trends [29]. In Thailand, for instance, the food delivery services Food Panda, Grab, Lineman, Gojeck, Lalamove, etc., have penetrated the market by offering large discounts and free delivery [30].…”