Track: Service Systems and Management

Abstract

The online food delivery (OFD) application is the software application that connects the restaurants and customers through online. in this pandemic Covid-19, the OFD app makes food selection and purchases become easy. As a result, the purpose of this study is to determine customer preferences in OFD apps using the Best Worst Method (BWM). The selection of customer preferences criteria consists of price, design, convenience and time. The quantitative method is applied by disseminating a survey to OFD apps customers in Parit Raja, Malaysia through WhatsApp medium within two months. Based on the convenience sampling method, 112 surveys were received, however, 11 surveys does not meet the requirements. Therefore, only 101 surveys were analyzed using BWM. According to the findings, pricing is still the most essential factor for customers, followed by time, convenience, and design. This article also includes recommendations for OFD providers to improve their services.