The Used of Usability Scale System as an Evaluation of Online Food Marketplace System Satisfaction among IIUM Community

Abstract

The burgeoning growth of the online food delivery service industry in Malaysia, particularly within the International Islamic University Malaysia (IIUM) community, has garnered considerable attention. With the advent of social distancing measures in response to the COVID-19 pandemic, there has been a marked increase in the demand for online food delivery services. To better understand the satisfaction levels of the IIUM community with these services, a quantitative study was conducted, utilizing an online survey and a questionnaire based on the System Usability Scale (SUS) guidelines to collect data from 194 respondents. The study found that among online food delivery services, Food Panda and Grab Food Service were most popular among IIUM users, with respondents expressing satisfaction with the ease of use and delivery time of these services. The findings of this research offer significant insights into consumer behaviour and user requirements, which can be leveraged by online food delivery service providers to enhance their services and improve customer satisfaction among the IIUM community. Overall, the study underscores the potential for online food delivery services to continue to thrive in Malaysia and cater to the needs of consumers. The implications of these findings are significant, as they shed light on the importance of user experience and satisfaction, which are critical factors in shaping the success of online food delivery services in Malaysia. As such, the research presented here is a valuable addition to the literature on online food delivery services and offers a strong foundation for future research in this area.