UNIVERSITI KUALA LUMPUR (BUSINESS SCHOOL)

BACHELOR OF BUSINESS ADMINISTRATION (HONS) IN INTERNATIONAL BUSINESS

EIB20503 BUSINESS RESEARCH METHODS 

GROUP ASSIGNMENT

TOPIC: CUSTOMER SATISFACTION AND LOYALTY TOWARDS ONLINE FOOD DELIVERY SERVICE DURING COVID-19 IN MALAYSIA - THEORETICAL FRAMEWORK 

GROUP                                 : IB20 (JAPAN)

LECTURER                         : ILHAM SENTOSA BIN ANWAR MALIK

SUBMISSION DATE          : 3^rd JUNE 2021

ABOUT US

OUR ADVISOR

ILHAM SENTOSA BIN ANWAR MALIK
ASSOCIATE PROFESSOR

     

THE AUTHORS

                                                                                            

                                               

                                                           NUR FARADILLA BINTI ABD RAHIM
                                                        62215220035
                                           faradillarahim29@gmail.com
                                               Contact

MOHAMAD RAZIF BIN RIDZUAN
62215220333
razifridzuan96@gmail.com
Contact

   

                                                 

                                       

                                                         MUHAMMAD EIZLAN HAIKAL BIN
                                                          MOHAMED EUSOP
                                                         62215120401
                                                        eizlanhaikal97@gmail.com
                                                    Contact

 

      

         MUHAMMAD IRFAN DANIAL BIN RAZULI
          62215220333
        irfand851@gmail.com
        Contact

      

INTRODUCTION

LITERATURE REVIEW

 THEORY OF PLANNED BEHAVIOUR (TPB)

• Icek Ajzen, a social psychologist and an academician (picture) came out with the theory of planned behavior in 1985 which was based on a previous theory, the theory of reasoned action.
• TPB is a psychological theory that studies and predicts human behaviors and actions.
• A lot of academicians and researchers have utilized TPB to investigate human beliefs, attitudes, and also behavioral intentions.
• Prior studies which used TPB include those which emphasize the issue of health-related behaviors, environmental psychology, and voting behaviors.

Figure 1 Research Framework

There are 13 items under the measurement of independent variables, 2 mediating variables and 6 items under the measurement of a dependent variable. All items of the variables are adapted from main journal Factors Affecting Customer Satisfaction and Loyalty in Online Food Delivery Service during the COVID-19 Pandemic: Its Relation with Open Innovation. These items are then used in the questionnaire for the measurement of variables.

VARIABLE IDENTIFICATION

Independent Variable: Hedonic Motivation (HM), Information Quality (IQ), Price (P), Promotion (PRO) 

                                                                                                                 

Mediating Variable:   Intention to Use (ITU), Actual Use (AU) 

Dependent Variable: Satisfaction and Loyalty (SL)

METHODOLOGY

Nine stages of research

Google Form Link

FINDINGS AND ANALYSIS (SPSS)

4.1 Profile of Respondents

Variable	Frequency	Percentage (%)
Gender:   Male Female	62 138	31.0 69.0
Age:   15-24 25-34 35-44 45-54 >=55	163 28 4 3 2	81.5 14.0 2.0 1.5 1.0
Occupation:   Student Entrepreneur Employee Household Husband/Wife	131 11 55 3	65.5 5.5 27.5 1.5
Average expenditure per month:   <300 <1000 <3000 <5000 <7000	73 73 44 7 3	36.5 36.5 22.0 3.5 1.5
Last education:   High School Undergraduate Postgraduate Others	36 111 39 14	18.0 55.5 19.5 7.0
Online food delivery usage rate per month:   1-5 times 6-10 times 11-15 times 16-20 times 21-25 time >=30 times	144 37 13 3 1 2	72.0 18.5 6.5 1.5 0.5 1.0

 

4.2 Cross Tabulations

Gender / Occupation

Gender/Occupation	Student	Entrepreneur	Employee	Household Husband/Wife
Male   : Count               Percentage of total	39 19.5%	9 4.0%	14 7.0%	1 0.5%
Female: Count               Percentage of total	92 46.0%	3 1.5%	41 20.5%	2 1.0%
Total   : Count               Percentage of total	131 65.5%	11 5.5%	55 27.5%	3 1.5%

Age / Online food delivery usage rate per month:

Age/Usage	1-5 time	6-10 times	11-15 times	16-20 times	21-25 times	>=30 times
15-24: Count             Percentage of total	120 60.0%	32 16.0%	7 3.5%	2 1.0%	1 0.5%	1 0.5%
25-34: Count             Percentage of total	20 10.0%	3 1.5%	4 2.0%	1 0.5%	0 0.0%	0 0.0%
35-44: Count             Percentage of toal	1 0.5%	2 1.0%	1 0.5%	0 0.0%	0 0.0%	0 0.0%
45-54: Count             Percentage of total	3 1.5%	0 0.0%	0 0.0%	0 0.0%	0 0.0%	0 0.0%
>=55: Count            Percentage of total	0 0.0%	0 0.0%	1 0.5%	0 0.0%	0 0.0%	1 0.5%
Total: Count            Percentage of total	144 72.0%	37 18.5%	13 6.5%	3 1.5%	1 0.5%	2 1.0%