Service Quality and Satisfaction Analysis of Food Delivery Service Platforms among Restaurant Operators Located in Bangkok and its Vicinity

Abstract

The objectives of this study were to examine: 1) the selection of food delivery service platforms among restaurant operators located in Bangkok and its vicinity, 2) perceptions regarding service quality and satisfaction of food delivery service platforms, and 3) factors influencing the choice of food delivery services platforms among restaurant operators located in Bangkok and its vicinity. There were 385 sample selected via Quota Sampling and Purposive sampling. This study used a questionnaire to collect quantitative data from a sample group of 385 restaurant operators located in Bangkok and its vicinity who utilized food delivery service platforms, namely foodpanda, LINEMAN, and Grab Food. The statistical methods used for data analysis included frequency, percentage, mean, standard deviation, and logistic regression analysis.

          The study results revealed that the majority of the sample group preferred to use LINE MAN services. In terms of service quality, LINE MAN was identified as the best platform, especially in the dimensions of responsiveness, reliability, and assurance. Furthermore, LINE MAN was also found to be the most satisfactory platform for the sampled restaurant operators, particularly in terms of cost efficiency, hospitality of service providers, convenience of service, coordination, and information provision. The hypothesis testing indicated that service quality of food delivery service platforms and user satisfaction influenced the choice of food delivery service platforms among restaurant operators located in Bangkok and its vicinity at the statistically significant level of .05.