Track: E-Business/E-Service

Abstract

The online food delivery service is in the limelight nowadays as the O2O e-commerce industry is extending its range to the food. Beyond the food ordering system where only fast food was accommodated to be delivered to customer’s doorstep, thousands of different foods from various restaurants can be delivered with just one click through the online food delivery (OFD) App. Together with its fast growth, it is inevitable to avoid some issues that happen among the major stakeholders - the App firm, couriers, and customers. In this study, the Business Model Canvas (BMC) and factorial Uni-variate analysis of variance (ANOVA) was used to identify the significant factors that affect the OFD industry. Using the tests of Between-Subjects effects, independent variables (Ease of Use, Responsiveness, Assurance, Safety, Reliability, Convenience) that has a value less than a p-value of 0.05 were selected as the significant factors. The study showed from each of the stakeholder’s approach that timeliness and convenience are the most significant factors and suggested the improved integrated system based on the significant factors identified. Finally, the study would be able to contribute to the enhancement of the OFD industry itself where all three stakeholders can have mutually beneficial relationships.