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Abstract

This study examines “Improving E-Service Quality for Enhanced Customer Satisfaction: A Case Study on Food Panda in Yangon.” The issue is Food Panda’s need to improve e-service quality to increase customer satisfaction and loyalty. We used a quantitative survey, gathering data from 385 online respondents. The study focuses solely on Food Panda’s Yangon operations, which may not reflect its performance elsewhere. Six e-service quality dimensions were identified: reliability, responsiveness, website design, ease of use, security, and delivery performance. Analysis via IBM SPSS showed all dimensions positively relate to customer satisfaction, with reliability and responsiveness having the greatest impact. No strong links were found between website design, ease of use, security, delivery performance, and satisfaction. Recommendations include prioritizing reliability, boosting communication and responsiveness, enhancing security, regularly reviewing website design, and ongoing customer satisfaction monitoring. Additional advice involves rider training, personalization, and regular performance reviews to boost satisfaction and loyalty, helping Food Panda stay competitive in online food delivery.

Author: KHINE ZAR THWE