Track: Sustainability in Supply Chain, Enterprise Operations and Strategies including Food Supply Chain

Abstract

Food delivery services have become the main connection between consumers and restaurants during the COVID-19 pandemic in Thailand. Many sectors are affected and must adapt to survive. This study aimed to explore and assess food delivery's importance and satisfaction scores from a customer perspective during the COVID-19. Then, 18 service attributes in terms of tangible, reliability, responsiveness, assurance, and empathy were developed based on a SERVQUAL and the questionnaires were designed and used. Then, the descriptive analysis, the paired T-Test, gap value, and importance-satisfaction analysis were performed to evaluate the satisfaction of the food delivery service. The gap analysis showed that 16 attributes were under expectation. Similarly, there were significant differences between importance and satisfaction scores in 15 attributes. An IS analysis showed that the food delivery service provider should improve in assurance attributes such as privacy and security of the user's personal information, management and control of food safety and food hygiene throughout the delivery to the customer, and knowledge of preventive measures against COVID-19. In summary, food delivery service providers should focus on food safety and other standards to assure the quality of food delivery services in Thailand.