Abstract
Online food ordering has brought about a significant transformation in the food delivery landscape of Malaysia, facilitated through digital platforms such as websites and apps. This innovation has streamlined operations for restaurants, delivery personnel, and customers alike. While much research has focused on studying customer behavior, there remains a noticeable gap in understanding the perspectives of restaurants as they embrace these digital platforms to market their food offerings. This study seeks to bridge this gap by employing sentiment analysis. Through the analysis of 149 comments posted on social media groups frequented by restaurants utilizing online food platforms (referred to as vendors) in 2022, this research aims to comprehend the challenges faced by restaurants in this context. The sentiment analysis reveals the existence of seven primary categories of challenges. These encompass concerns related to regulatory policies, issues involving delivery personnel, challenges about the functioning of the online systems, difficulties arising from device usage, and matters concerning customer interactions. By delving into these categories, this research sheds light on the intricate array of challenges that restaurants encounter when participating as vendors on online food platforms. This comprehensive understanding contributes to a holistic comprehension of the hurdles faced by restaurants in adapting to this evolving landscape.
Keywords
References
- Aboagye-Da-Costa, D. P. (2012). Internet Quality in Southern Ghana for Businesses Vendor: Viope Solutions Oy. Bachelor Thesis. Leppävaara, Finland: Laurea University of Applied Sciences.
- Ahmad Nizar, N. N. & Zainal Abidin, S. A. S. (2021). Online Food Delivery Services: Make or Break the Halal Supply Chain? Journal of Food and Pharmaceutical Sciences, 9(1), 384–394. https://doi.org/10.22146/jfps.1149
- Aichatgpt. (2023). What is a model in deep learning? Aichatgpt. Co.Za. https://aichatgpt.co.za/what-is-a-model-in-deep-learning/#:~:text=Common structures used in deep learning models include recurrent neural networks %28RNNs%29%2C and self-organizing maps %28SOM%29.
- Ali, S., Khalid, N., Javed, H. M. U. & Islam, D. M. Z. (2021). Consumer adoption of online food delivery ordering (Ofdo) services in Pakistan: The impact of the COVID-19 pandemic situation. Journal of Open Innovation: Technology, Market, and Complexity, 7(1), 1–23. https://doi.org/10.3390/joitmc7010010
- Anderson, E. W. (1994). Cross-category variation in customer satisfaction and retention. Marketing Letters, 5(1), 19–30. https://doi.org/10.1007/BF00993955
- Bees, Y. (2021). Top 12 food delivery platforms for F&B merchants in Malaysia. Retrieved January 29, 2022, from Yellowbees.com website:
- https://www.yellowbees.com.my/top-food-delivery-platforms-malaysia/
- Brolan, K. (2019). A Guide to Restaurant Payment Processing. Qsrmagazine.Com. https://www.qsrmagazine.com/outside-insights/guide-restaurant-payment-processing
- Carsten Hirschberg, Alexander Rajko, & Thomas Schumacher, M. W. (2016). The changing market for food delivery. Retrieved January 25, 2022, from mckinsey.com website: https://www.mckinsey.com/industries/technology-media-and-telecommunications/our-insights/the-changing-market-for-food-delivery
- Chai, L. T. & Yat, D. N. C. (2019). Online Food Delivery Services: Making Food Delivery 42 | Research Proposal – Mohd Anuar Sulaiman (2021860012) the New Normal. Journal of Marketing Advances and Practices, 1(1).
- Chan, J. & Gao, Y. L. (2021). Measuring the up-to-date quality of online food delivery: formative index construction. International Journal of Contemporary Hospitality Management, 33(12), 4550–4568. https://doi.org/10.1108/IJCHM-06-2021-0739
- Chen McCain, S.-L., Lolli, J., Liu, E. & Lin, L.-C. (2021). An analysis of a third-party food delivery app during the COVID-19 pandemic. British Food Journal, ahead-of-p (ahead-of-print). https://doi.org/10.1108/bfj-03-2021-0332
- Chia, J. (2021). Air Asia Food to spread its wings and start deliveries in Singapore. Retrieved January 25, 2022, from vulcanpost.com website: https://vulcanpost.com/734673/airasia-food-delivery-coming-to-singapore/
- Ch Daim, N. (2021). Restaurateurs lament high delivery charges and hidden fees. Retrieved January 25, 2022, from nst.com.my website: https://www.nst.com.my/news/nation/2021/07/711409/restaurateurs-lament-high-delivery-charges-hidden-fees#:~:text=KUALA LUMPUR%3A Consumers in Malaysia, of the Covid-19 pandemic.&text=Restaurant operator Willson Woon from, percent for delivery commissions.
- Cooper, A. (2021). Disadvantages of Cloud Kitchen Business in 2021. Globaltrustopedia.Com. https://globaltrustopedia.com/tending-tech/disadvantages-of-cloud-kitchen-business-in-2021/
- Das, J. (2018). CONSUMER PERCEPTION TOWARDS ‘ONLINE FOOD ORDERING AND DELIVERY SERVICES ’: AN EMPIRICAL STUDY. 5(5), 155–163.
- Eric Kleppen. (2023). What Is Sentiment Analysis? Builtin.Com. https://builtin.com/machine-learning/sentiment-analysis#Understanding Sentiment Analysis
- Fauzi, N., Adilah, Y., Harumain, S. & Dali, M. M. (2022). GIG WORKERS AMONG WOMEN, A BETTER CHOICE OF WORK? A CASE STUDY OF MAKCIK TRAVELS. In Journal of the Malaysian Institute of Planners VOLUME, 20.
- Focus. (2020). Restaurant commission fees necessary to pay delivery riders says Grab. Focus Malaysia. My. https://focusmalaysia.my/restaurant-commission-fees-necessary-to-pay-delivery-riders-says-grab/
- Giese, J. & Cote, J. (2000). Defining consumer satisfaction. Academy of Marketing Science Review, 2000(January 2000), 1.
- Gligor, D., Bozkurt, S., Gölgeci, I. & Maloni, M. J. (2020). Does supply chain agility create customer value and satisfaction for loyal B2B businesses and B2C end customers? International Journal of Physical Distribution and Logistics Management, 50(7–8), 43.
- Mohd Anuar Sulaiman (2021860012)ai, L. T. & Yat, D. N. C. (2019). Online Food Delivery Services: Making Food Delivery 42 | Research Proposal – Mohd Anuar Sulaiman (2021860012) 721–743. https://doi.org/10.1108/IJPDLM-01-2020-0004
- Gordon, J. (2021). Business to Business (B2B) - Explained. Retrieved January 25, 2022, from thebusinessprofessor.com website: the New Normal. Journal of Marketing Advances and Practices, 1(1), 721–743. https://doi.org/10.1108/IJPDLM-01-2020-0004
- Gordon, J. (2021). Business to Business (B2B) - Explained. Retrieved January 25, 2022, from thebusinessprofessor.com website: https://thebusinessprofessor.com/en_US/sales/business-to-business-definition
- Guo, C. & Wang, Y. (2015). How manufacturer market orientation influences B2B customer satisfaction and retention: Empirical investigation of the three market orientation components. Journal of Business and Industrial Marketing, 30(2), 182–193. https://doi.org/10.1108/JBIM-03-2012-0042
- Hani, A. (2021). P-hailing companies to submit policies for service improvement. Retrieved January 25, 2022, from themalaysianreserve.com website: https://themalaysianreserve.com/2021/07/31/p-hailing-companies-to-submit-policies-for-service-improvement/
- Hoodfilters. (2020). Is the Ghost Kitchen or Virtual Kitchen Model in Your Restaurant’s Future? Hoodfilters.Com. https://blog.hoodfilters.com/2020/12/14/¬is-the-ghost-kitchen-or-virtual-kitchen-model-in-your-restaurants-future/#
- Iglesias, C. A. & Moreno, A. (2019). Sentiment analysis for social media. Applied Sciences (Switzerland), 9(23), 1–4. https://doi.org/10.3390/app9235037
- Jacob, A. M., Sreedharan, N. V. & Sreena, K. (2019). Consumer perception of online food delivery apps in Kochi. International Journal of Innovative Technology and Exploring Engineering, 8(7), 302–305.
- Khalid, A., Lee, O., Choi, M. & Ahn, J. (2018). The effects of customer satisfaction with the e-commerce system. Journal of Theoretical and Applied Information Technology, 96(2), 481–491.
- Koay, K. Y., Cheah, C. W. & Chang, Y. X. (2022). A model of online food delivery service quality, customer satisfaction and customer loyalty: a combination of PLS-SEM and NCA approaches. British Food Journal, 124(12), 4516–4532. https://doi.org/10.1108/BFJ-10-2021-1169
- Kok, H., Wee, V. & Kim, E. (2021). Examining the Factors that Influence Consumer Satisfaction with Online Food Delivery in Klang Valley, Malaysia, (2).
- Krimmel, M. (2023). What Is a Ghost Kitchen? | Ghost Kitchen Meaning & Purpose. Home.Binwise.Com. https://home.binwise.com/blog/ghost-kitchen-meaning
- Kumar, V. & Raheja, G. (2012). Business-to-business (B2B) and business-to-consumer (B2C) management. International Journal of Computer & Technology, 3(3), 447–451.
- Lee, Y. C., Wang, Y. C., Lu, S. C., Hsieh, Y. F., Chien, C. H., Tsai, S. B. & Dong, W. (2016). Empirical research on customer satisfaction study: a consideration of different levels of performance. Springer Plus, 5(1). https://doi.org/10.1186/s40064-016-3208-z
- Li, C., Mirosa, M. & Bremer, P. (2020). Review of online food delivery platforms and their impacts on sustainability. Sustainability (Switzerland), 12(14), 1–17. https://doi.org/10.3390/su12145528
- Lim, J. (2018). Grab’s Food Delivery App Grab Food Is Officially Launching Next Week. Retrieved January 25, 2022, from says.com website: https://says.com/my/tech/grab-s-food-delivery-app-grabfood-is-officially-launching-next-week
- Luki, M. (2020). Increasing competition in the food delivery market is a win for all. Or is it? Www.Linkedin.Com. https://www.linkedin.com/pulse/increasing-competition-food-delivery-market-win-all-melissa-luki
- Luo, T., Chen, S., Xu, G. & Zhou, J. (2013). Trust-based Collective View Prediction. Trust-Based Collective View Prediction, June. https://doi.org/10.1007/978-1-4614-7202-5
- Mat Nayan, N. & Hassan, M. K. A. (2020). Customer Satisfaction Evaluation for Online Food Service Delivery System in Malaysia. Journal of Information System and Technology Management, 5(19), 123–136. https://doi.org/10.35631/jistm.5190010
- Mathworks. (2023). What Is Machine Learning? Mathworks.Com. https://www.mathworks.com/discovery/machine-learning.html
- Optimoroute. (2022). Increase Order Accuracy and Boost Customer Loyalty. Optimoroute.Com. https://optimoroute.com/order-accuracy/
- Pandey, S., Chawla, D. & Puri, S. (2021). Food delivery apps (FDAs) in Asia: an exploratory study across India and the Philippines. British Food Journal. https://doi.org/10.1108/BFJ-01-2020-0074
- Pang, V. (2017). We visited Foodpanda Malaysia. Conclusion? We NEVER Want To Run A Food Delivery Startup. Retrieved January 21, 2022, from vulcanpost.com website: https://vulcanpost.com/600797/foodpanda-malaysia-behind-the-scenes-food-delivery/
- Patel, N. (2021). Customer Satisfaction: Benefits, Examples & Importance. Retrieved January 25, 2022, from neilpatel.com website: https://neilpatel.com/blog/benefits-and-importance-of-customer-satisfaction/
- Pfoertsch, W. & Scheel, H. (2012). What’s a business-to-business company? B2B Knowledge of future business leaders. In Advances in Business Marketing and Purchasing (Vol. 18). https://doi.org/10.1108/S1069-0964 (2012)0000018016
- Prasetyo, Y. T., Tanto, H., Mariyanto, M., Hanjaya, C., Young, M. N., Persada, S. F. & Redi, A. A. N. P. (2021). Factors affecting customer satisfaction and loyalty in online food delivery service during the COVID-19 pandemic: Its relation with open innovation. Journal of Open Innovation: Technology, Market, and Complexity, 7(1), 1–17.
- Puram, P. & Gurumurthy, A. (2021). Last-mile challenges in on-demand food delivery during COVID-19: understanding the riders’ perspective using a grounded theory approach. https://doi.org/10.1108/IJLM-01-2021-0024
- Ramaraj, K. (2017). The Impact of Food Quality on Customer Satisfaction and Behavioral Intentions: A Study on Madurai Restaurant. Innovative Journal of Business and Management, 6(March), 34–37. https://doi.org/10.15520/ijbm
- Ramos, K. (2021). Factors influencing customers’ continuance usage intention of food delivery apps during COVID-19 quarantine in Mexico. British Food Journal, 2. https://doi.org/10.1108/BFJ-01-2021-0020
- See-Kwong, G., Soo-Ryue, N., Shiun-Yi, W. & Lily, C. (2017). Outsourcing to online food delivery services: Perspective of F&B business owners. Journal of Internet Banking and Commerce, 22(2), 1–18. Retrieved from http://www.icommercecentral.com/open-access/outsourcing-to-online-food-delivery-services-perspective-of-fb-business-owners.pdf
- Shah, A. M., Yan, X. & Qayyum, A. (2021). Adoption of mobile food ordering apps for O2O food delivery services during the COVID-19 outbreak. British Food Journal, (71531013). https://doi.org/10.1108/BFJ-09-2020-0781
- Shakila Binti Mohd Yusof, Z. (2016). Determinants towards Food Delivery Service through E-Commerce in Pasir Gudang Area. Journal of Modern Education Review, 6(9), 622–631. https://doi.org/10.15341/jmer(2155-7993)/09.06.2016/006
- Sin, K. Y. & Lo, M. C. (2021). The Determinants and Barriers of Outsourcing Third-Party Online Delivery: Perspectives of F&B Entrepreneurs in Malaysia*. Abang Azlan MOHAMAD / Journal of Asian Finance, 8(5), 979–0986. https://doi.org/10.13106/jafeb.2021.vol8.no5.0979
- Slang. (2021). Virtual Restaurant. Slang.Net. https://slang.net/meaning/virtual_restaurant
- Statisca.com. (2021). Online Food Delivery. Retrieved January 25, 2022, from Statisca.com website: https://www.statista.com/outlook/dmo/eservices/online-food-46 | Research Proposal – Mohd Anuar Sulaiman (2021860012) delivery/worldwide
- Thangayah, C. (2009). Food Safety and Quality Division. Ministry of Health Malaysia, 1–48.
- Yin, A. C. P. (2021). Shopee Launches Its Food Delivery Service, ShopeeFood. Retrieved January 25, 2022, from ringgitplus.com website: https://ringgitplus.com/en/blog/e-wallet/shopee-launches-its-food-delivery-service-shopeefood.html
- Yusra, & Agus, A. (2020). The influence of online food delivery service quality on customer satisfaction and customer loyalty: The role of personal innovativeness. Journal of Environmental Treatment Techniques, 8(1), 6–12.
- Yusra, Y. & Agus, A. (2018). Online Food Delivery Service Quality: Does Personal Innovativeness Matter? Asia Proceedings of Social Sciences, 2(3), 251–255. https://doi.org/10.31580/apss.v2i3.453
- VKO. (2016). 6 challenges that virtual kitchen operators face. Virtualkitchenoperator.Com. https://www.virtualkitchenoperator.com/50-in-50/6-challenges-that-virtual-kitchen-operators-face
- Zainol, R., Fadzira Roslan, F., Azali, S., Rosni, N. A. & Wei, C. L. (2022). Triple Helix Model in Handling Challenges to the Informal Economic Activities. In Journal of the Malaysian Institute of Planners Vol, 20.
Downloads
No downloads have been recorded for this article yet. Figures appear here once readers begin downloading the full text.
How to Cite
Sulaiman, A., Rahmat, A. K., Ibrahim, I., & Jamaludin, F. (2023). Online Food Delivery Sentiment Analysis from the Restaurant Point of View. Information Management and Business Review, 15(3(SI), 197-204. https://doi.org/10.22610/imbr.v15i3(SI).3472
Share this article
License
Copyright (c) 2023 Anuar Sulaiman, Abdul Khabir Rahmat, Irwan Ibrahim, Fadilah Jamaludin (Author)
This work is licensed under a Creative Commons Attribution 4.0 International License.
Author (s) should affirm that the material has not been published previously. It has not been submitted and it is not under consideration by any other journal. At the same time author (s) need to execute a publication permission agreement to assume the responsibility of the submitted content and any omissions and errors therein. After submission of revised paper in the light of suggestions of the reviewers, the editorial team edits and formats manuscripts to bring uniformity and standardization in published material.
This work will be licensed under Creative Commons Attribution 4.0 International (CC BY 4.0) and under condition of the license, users are free to read, copy, remix, transform, redistribute, download, print, search or link to the full texts of articles and even build upon their work as long as they credit the author for the original work. Moreover, as per journal policy author (s) hold and retain copyrights without any restrictions.
Keywords
Section
Research Paper
Published
2023-09-17
Submissions
Have research to publish? Information Management and Business Review welcomes submissions.
Make a Submission