Research on Factors Affecting Satisfaction of Students

Using Mobile Food Ordering Apps

In Ho Chi Minh City’s Suburban Districts
Tran Thi Van Anh Bui Huy Hoang Duong Trung Duong
FPT University, FPT University FPT University
Ho Chi Minh City, Viet Nam - Ho Chi Minh City, Viet Nam - Ho Chi Minh City, Viet Nam –
anhttvsb61433@fpt.edu.vn hoangbhsb61544@fpt.edu.vn duongdt61226@fpt.edu.vn

Abstract delivery services in cities in Southeast Asia only

Mobile food ordering applications (MFOAs) are
considered as a creative platform that helps connect
customers and restaurants. Furthermore, in term of
economy sharing, beside two sides of purchasing supply
(restaurants want to optimize orders, increase access to
orders and increase sales) and demand (who have a
demand on food delivered or for pick-up), there is also a
third party who stand between offering service to
connect these sides (Grabfood, Gofood, Now, ...) and
food delivery people or shipper. With the potential of the
market for food delivery via the app is extremely vibrant
and the competition is increasingly fierce, the demand
for service providers as well as restaurants is how to
create competitive advantage, satisfying customer needs
optimally. This study's fundamental purpose is to define
and empirically analyze the main factors (Ease of Use,
Performance Expectancy, Trust, Social Influence,
Online Rating, Online Tracking, Perceived Risk and
Shipper) concerning to the Satisfaction of Customers.
This paper provides insight into how service providers
or restaurants in Vietnam answer the above question.
Keywords:
Satisfaction, Mobile Food Ordering Apps, Ease of
Use, Performance Expectancy, Trust, Social Influence,
Online Rating, Online Tracking, Perceived Risk and
Shipper
I. INTRODUCTION
Food delivery is not a new concept for consumers,
traditional delivery services are based on customers
calling restaurants and ordering goods. Now it is all done
on a mobile application, giving more options and more
convenience to consumers. The growth rate of using
online food delivery services is making great progress,
previously the proportion of people using online food
accounted for 10% -20%, but it has increased by 50% in
recent years (Nhip cau dau tu, 2019). Vietnam is also not
an exception when big companies have used hundreds of
millions of dollars to dominate the market. The food
delivery market is predicted to reach 38 million USD by
2020 (VnExpress, 2019). This is a fiercely competitive
market with many big companies like Grab, Now,
GoFood, ... and other companies such as Beamin, Loship,
... Companies focusing mainly in the inner city,
especially the Central district, with the current market
capacity has not changed much and the appearance of
many online food delivery services in recent years,
making the competition of firms become fierce, the
market share of each The company is shrinking. The
suburban area is a less invested area of online food
delivery companies. This is an area with a low population
density, but it has a large number of students attending
regional schools, most of the students aged 18-30, this is
a group of behavioral customers. Use online food
delivery services that are larger than other age groups
(Beliya et al., n.d.). Realizing this may be a potential
market for service development firms in the future. This
research helps assess student satisfaction in suburban
areas with the use of online food delivery services,
thereby making market insights for online food delivery
companies.
II. THEORETICAL BASIC & LITERATURE REVIEW
2.1 Theoretical basis and analysis framework
In this paper, we have identified 8 factors that
influence students' attitudes toward using online food
ordering. Through the previous studies, we have
identified 7 factors affecting customer attitudes and a
determinant based on the sharing economic model of the
current mobile food ordering apps

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Research on Factors Affecting Satisfaction Using Mobile Food Ordering Apps of Students In Ho Chi Minh City’s Suburban Districts

Ease of use (EOU) is the "degree to which a person
believes that using a particular system would be free of
effort" (Dholakia & Dholakia, 2004). Technology,
acceptance model (TAM) is based on theories of
reasoned action (TRA) (Ajzen and Fishbein, 1980) and
the theory of planned behavior (TPB) (Ajzen, 1985)
explaining customer acceptance Using new technologies
through the service ease of use. This factor is considered
as one of the important factors that determine the user's
attitude in using mobile food delivery apps services
(Preetha, S., & Iswarya, S, year). The first hypothesis of
our research is:
H1: The ease of online food ordering process impact
positively on customer satisfaction
Performance expectancy (PE), research for customer
satisfaction with new technologies and applications
affected by the usefulness of products that bring
consumers (Alalwan, Dwivedi et al. ., 2017; Davis, &
Davis, 2003). In the context of online shopping, when an
application or website provides users with useful services
and functions, it will increase the level of satisfaction of
the user. From there we come to the hypothesis:
H2: Performance expectancy impact positively on
customer satisfaction
Trust (TR) we use the Theory of Reasoned Action
(TRA) (Fishbein and Ajzen, 1976) to explain the impact
of Trust on customer satisfaction. In this study, we are
concerned about our customers' trust in online food
delivery service providers. Through a few small surveys,
we have determined that our customers' trust affects their
satisfaction with using online food delivery services. We
come to the hypothesis:
H3: Trust impact positively on customer satisfaction
Perceived risk (PR) risk plays a fixed role in
consumer behavior. Consumers perceive a high level of
risk when buying online rather than coming in person
(Lee & Tan, 2003) Lee, Y., K.A. Kozar, and K.R.T.
Larsen (2003). The technology accepts the model: Past,
Research on Factors Affecting Satisfaction Using Mobile Food Ordering Apps of Students In Ho Chi Minh City’s Suburban Districts
present, and future. Communications of the Association
for Information. Attitudes, behaviors, and acceptance of
e-commerce are greatly affected by risk, so we
hypothesize:
H4: Risk tolerance will be directly proportional to the
level of customer satisfaction with the use of online food
delivery services.
Venkatesh et al. (2003) conceptualized social
influence as “the extent to which an individual perceives
that important others believe he or she should apply the
new system”. Ordering food through Mobile food
ordering apps is a new technology, customers are not
completely familiar with them. As a result, they are
influenced mainly by others such as friends, family,
leaders, relatives, and colleagues. Their thoughts,
attitudes, and behaviors are important to them (Alalwan,
Dwivedi, et al., 2017; Okumus et al., 2018).  Hsiao,
Chang, and Tang (2016) found that the satisfaction of
mobile social apps’ customers is also influence by Social
Influence. Hence, the next hypothesis of this research is:
H5: Social Influence will positively impact on
MFOAs’ customer satisfaction.
Filieri (2015) defined Online Rating (ORT) “another
type of crowd opinion and indicates reviewers’ average
evaluation of the different features of a product or
service”. According to King et al., 2014; Ludwig et al.,
2013; Qiu, Pang, & Lim, 2012; Roy et al., 2018 Online
ratings help customers save time and efforts by
considering it as a direct visual clue about the product’s
quality and performance.  Pavlou and Dimoka (2006) 
also made a study to observe the impact of Online
Rating on customers’ satisfaction. The result illustrated
that it plays a critical role in both predicting customer
trust in eBay.com and customers’ purchase intention. In
light of the above, we can predict the influence of Online
Rating on MFOAs’ Customers satisfaction through the
following hypothesis:
H6: Online Rating will positively impact on MFOAs’
customer satisfaction
Online Tracking is a new technology that allows
people to “determine their precise location and, when
linked to communication and computational components,
[to] transmit locations and do location-based
computations” (Shugan, 2004). Furthermore, a number of
innovative features are integrated such as route guidance,
location-aware directory services, navigation bar,
tracking map, and tracking order status (Gutierrez,
O’Leary, Rana, Dwivedi, & Calle, 2018; Pura, 2005).
These crucial features can make users feel more satisfied
10
and more comfortable (Yeo et al., 2017). Therefore, we
propose the following hypothesis:
H7: Online tracking has a positive impact on
customer satisfaction
The shipper (SH) sharing economy is a standout
compared to traditional deliveries, with shipper numbers
as independent signers. They directly interact with
customers throughout the process of using the service.
Therefore, shipper greatly affects customer experience
and affects customer satisfaction. Therefore, we
hypothesize:
H8: The unique properties of shippers directly affect
customer satisfaction.
2.2 Literature review
A number of themes are performed to discover the
key aspects that could encourage customers' adoption of
MFOAs such as the significance of content, accessibility,
and compatibility for the use of these online ordering
systems was indicated by Pigatto, et al (2017).
Another theme related to the user acceptance of
MFOAs' key drivers has been considered. For instance,
based on Technology Acceptance Model (TAM),
Okumus and A. Bilgihan (2014) has propose a model
that including a number of factors such as Namely,
Perceived enjoyment, perceived usefulness, social norms,
self-efficacy, and perceived ease of use to test
smartphone user's willingness to ordering food in
restaurants. Likewises, Okumus et al. (2018) made a
model based on the Unified Theory of Acceptance and
Use of Technology (UTAUT). They have discovered
some Psychological factors (performance expectancy,
effort expectancy, and social influence) that impact
customers’ acceptance of smartphone diet apps when
ordering food at restaurants.
V.C.S. Yeo, S.K. Goh, S. Rezaei (2017) formulated
their model based on the Contingency Framework and
Extended Model of IT Continuance to find that hedonic
motivation, attitude, convenience, prior online purchase
experience, price saving orientation are the factors
influencing post-usage usefulness, attitudes, and
intention.
An important theme about the attitudes of consumers
toward MFOAs was conducted. For example, the study
of Cho, Bonn, and Li (2019) illustrated the attitudes of
MFOAs' customers that are formed by the extent of trust,
design, brand reality or product verity are differently
perceived between single-person and multi-person
households toward. Y.S. Wang, T.H. Tseng, W.T. Wang,
Research on Factors Affecting Satisfaction Using Mobile Food Ordering Apps of Students In Ho Chi Minh City’s Suburban Districts
Y.W. Shih, P.Y. Chan (2019) made the contribution
when finding that the extent of Information Quality of
services, systems, and products is considered as a critical
component in shaping customer satisfaction from their
prior experience in using mobile ordering apps.
III. METHODOLOGY
3.1 Data Collection
-Sampling methods: non-probability sampling
method.
-Research object: People are students from the first to
fourth year at universities or colleges located on the
outskirts of Ho Chi Minh City.
-Sample size: 550 samples included:
+ 400 online samples
+ 150 offline samples
+ 488 samples used to use online food delivery
services
+ 62 samples have never used online food delivery
services
-Data collection: Questionnaire survey
-Location scope: The study was collected and
completed in three suburban districts of Ho Chi Minh
City, District 9, Thu Duc and District 12. There were also
some samples collected in other districts through the
online survey.
-The questionnaire is divided into three-part. The first
part was the demographic questions, the second part was
to clarify the actual behavior of MFOAs’ customers. And
the last part was for the main construct items with
questions about the factors affects Customers' satisfaction
that measure by 5-point Likert scales with a ranging from
point 1 "Strongly disagree" to 5 "Strongly agree"
-Time scope: This research collects the data from
October 28 to November 3, 2019.
3.2 Methodology and Framework
IBM SPSS: IBM SPSS 25.0 was used for data
analysis.
Descriptive statistics: Descriptive statistics are used to
describe the basic characteristics of data collected from
empirical research through questionnaires. It can be a
representation of a sample of the population.
Cronbach’s Alpha: Cronbach's Alpha is a coefficient that
allows assessing whether it is appropriate to include any
observed variables belonging to a research variable
10
 (latent, factor). In other words, this tool will help to
check whether the observed variables of the parent factor
(factor A) are reliable or not (Lộc, P. 2019).
Exploratory Factor Analysis (EFA): is a statistical
technique that is used to reduce observed variables to a
smaller set but still maintains almost information content
and the statistic meaning of the initial set of the variable
(Hair et al., 1998).
Rotated Component Matrix: The rotated component
matrix helps determine what the components represent.
Pearson correlation coefficient was used to test
statistics that measure the statistical relationship,
association, between two continuous variables.
Regression Analysis: Regression analysis allows
examining the relationship between two or more
variables of interest.
IV. FINDINGS AND RESULT ANALYSIS
The results section will be separated into 2 parts.
The first is the results from 2 first-part in the
questionnaire that is demographics and customer’s actual
behavior statistics. The second part illustrated the result
of testing hypotheses.
1. Customers’ demographics and actual
behavior statistics:
With 550 samples collected, 488 samples accounted
for 88.7% of mobile food ordering service and 62
unused samples. In particular, the number of male
students who responded to the survey was 296,
accounting for 53.8%, female students were 245 samples
accounting for 44.5% and 9 samples accounted for 1.7%
of people from LGBT.
For the university year, we collected 224 samples of
freshman students, accounting for 40.7%; 140 samples
were second-year accounting for 25.5%; the third year
91 accounted for 16.5% and fourth year 95 samples
accounted for 17.3%.
Because the study area is suburban, especially in
three districts of Thu Duc, District 9 and District 12. The
number of samples collected from District 9 is 365
samples, accounting for 66.4%. In addition, Thu Duc
district collected 110 samples, accounting for 20% and
district 12 collected 63 samples, accounting for 11.5%.
In addition, 12 samples were collected in other districts
of Ho Chi Minh City from the online survey.
And in the questionnaire surveying frequency of
service use, participants chose the most once a month
with 155 people accounting for 28.1%. The lowest
frequency was selected more than 4 times a week with
52 samples accounting for 5.2%.
Research on Factors Affecting Satisfaction Using Mobile Food Ordering Apps of Students In Ho Chi Minh City’s Suburban Districts
In this survey, we have gained feedback on the
readiness to pay for one use. Most of students pay
50,000VND - 100,000VND, including 327 samples,
accounting for 59.5%. Next, it was under 50,000VND
with 121 accounting for 21.9%. 100.000VND -
200,000VND has 82 samples accounted for 14.9%. And
finally, over 200,000 VND with 20 samples, accounting
for 3.7%.
Regarding the mobile food ordering app, Grab is the
market leader with 419 models accounting for 76.2%.
Second is Now with 229 samples accounting for 41.6%.
Gofood is in 3rd place with 168 samples accounting for
30.6%. And 33 selected models use other mobile food
ordering apps, accounting for 6%.
In addition, the most popular source of information
leading users to know about applications is Social
networks, newspapers with 416 people choosing to make
up 85.86%. Next, the influence of friends and family
was not small with 286 samples accounting for 58.61%.
The remaining is television with 32 people choosing to
occupy 6.56% and 9 people choose some other means
with 1.84%.
Customers who preferred using food delivery
services were also surveyed. The highest time of the day
was lunch (11h-13h) with 299 samples accounting for
61.27%. The second only slightly lower is the evening
(18h-23h) with 273 samples accounting for 55.94%. The
lowest was the morning with only 53 samples
accounting for 10.86%.
Lastly, we gave some of the most common reasons
based on previous surveys and created our own to make
participants choose the reason for using the service. The
result is that the "I do not want to move to buy food"
variable received the most choices with 304 votes
accounting for 62.3%. Then the variable "I get more
promotions when I deliver food online" ranked second
with 260 samples accounting for 53.28%. And other
variables, in turn, also receive a number of agreeing with
options from the participants. (Details in Appendix,
Table 1).
2. Results of testing hypotheses:
After using the Cronbach Alpha coefficient to test
the reliability, we see that all groups have high
reliability, within the range (0.7-0.95). Particularly for
Stakeholders, based on standards. Cronbach alpha if
item deleted < Cronbach's Alpha, SH3 is removed.
After Checking the conditions to implement EFA on
measurement variables, we see KMO Coefficient is
0.903 and Sig. = 0.000.
From Rotated Component Matrix, remove variables
PE1, PE2, PE6, PE7, PE8, PE9.
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 Pearson correlation analysis results show that all Some limitations in this report include the nature of
independent variables SI, EOU, TR, ORT, PR, OT, PE, this study is cross-sectional, so it may not be able to
SH all have a positive correlation for the dependent explain how the customer's satisfaction be shaped over
variable SA with sig. <0.05. Specifically, Pearson time. Future studies can address this limitation by
Correlation between SA and TR is highest (0.585), while performing a longitudinal study.
Pearson Correlation between SA and PR is lowest (just
0.117). APPENDIX (Heading 5)
Coefficients' regression analysis showed that no
Table 1. Demographic characteristics
multicollinearity phenomenon occurred. With Sig.
respectively is 0.204; 0.093; 0.120 and 0.727, variables   N %
SI, EOU, PR and SH were removed. The remaining   550 100.00%
independent variables including TR, ORT, OT, and PE    
Gender
with Sig <0.05 show their impact on the SA dependent
variable. In particular, the most powerful impact on SA Male 296 53.80%
is TR (Standardized Coefficient-Beta = 0.377), followed Female 245 44.50%
by PE (Beta = 0.16); OT (Beta = 0.12) and the weakest Other 9 1.70%
effect is ORT (Beta = 0.092). Year of college    
V. CONCLUSION AND POLICY IMPLICATION Freshman 224 40.70%
The results of the report show that there are 4 groups Second-year 140 25.50%
of factors that positively impact customer satisfaction Third-year 91 16.50%
using food delivery applications after testing the Fourth-year 95 17.30%
proposed model of 8 independent groups of factors (Ease Place of study    
of use; Performance Expectancy; Trust; Social District 9 365 66.40%
Influence; Online Rating; Online Tracking; Perceived
Thu Duc 110 20.00%
Risk; Shipper) and 1 group of Satisfaction factors. These
4 factors include TR, PE, OT, and ORT. District 12 63 11.50%
When considering the impact level, Trust (TR) is the Other 12 2.20%
most positive influencing customer satisfaction. Use online delivery services    
Customers who have used the food delivery application Used to 488 88.70%
on the phone feel confident about the quality of the
Never 62 11.30%
service as well as the information provided on the
application. Frequency of Use    
Next, Performance Expectancy (PE) is the second 1 time/2 months 114 23.36%
most positive factor influencing customer satisfaction. In 1 time/1 month 155 31.76%
general, incentives, promotions as well as accompanying 1 time/1 week 129 26.43%
services promote customers' use of the food delivery 2-3 times/1 week 100 20.49%
application.
Online Tracking (OT) is the next positive factor in Over 4 times/1 week 52 10.66%
improving customer satisfaction. The tracking system is Willingness to pay for one-time    
considered one of the important features of food delivery use
applications on the phone. It assists customers in Under 50.000VNĐ 121 24.80%
tracking the driver's location to help proactively receive 50.000VNĐ-100.000VNĐ 327 67.01%
food as well as easily guide the shipper to find the 100.000VNĐ-200.000VNĐ 82 16.80%
location when needed.
Over 200.000VNĐ 20 4.10%
ORT is the last group of factors that have a positive
impact on customer satisfaction when using the food Using online Food Ordering    
delivery app on the phone (This impact is not really Apps
strong). Grabfood 419 85.86%
The newly proposed hypothesis is that the Shipper Now 229 46.93%
factor group was discovered to have no effect on Gofood 168 34.43%
Customers' Satisfaction.
Khác 33 6.76%

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Research on Factors Affecting Satisfaction Using Mobile Food Ordering Apps of Students In Ho Chi Minh City’s Suburban Districts
 Information sources     SI4 488 1 5 2.8 1.057
Social networks, newspapers 416 85.25%  
Friends, family... 286 58.61% EOU2 488 1 5 3.92 0.901
Television 32 6.56% EOU1 488 1 5 3.9 0.871
Other 9 1.84% EOU3 488 1 5 4 0.919
Delivery Timeframe     EOU4 488 1 5 3.97 0.912
Morning (6h-11h) 53 10.86%  
Lunch (11h-13h) 299 61.27% TR1 488 1 5 3.29 0.88
Afternoon (13h-15h) 160 32.79% TR2 488 1 5 3.39 0.904
Late Afternoon (15h-18h) 219 44.88% TR3 488 1 5 3.15 0.962
Evening (18h-23h) 273 55.94% TR4 488 1 5 3.23 0.867
Reasons for Using the Service     TR5 488 1 5 3.33 0.875
I have difficulty finding TR6 488 1 5 3 0.934
restaurants around where I live 179 36.68%  
and work
ORT1 488 1 5 3.73 0.893
I don't have enough time to buy ORT2 488 1 5 3.67 0.856
212 43.44%
(cook) food by myself
ORT3 488 1 5 3.68 0.87
I do not want to move to buy food 304 62.30%
 
I get tired of having to cook and
157 32.17% PR1 488 1 5 3.53 1.056
clean
I am not satisfied with the food at PR2 488 1 5 3.47 1.091
the school cafeteria (quality, 80 16.39% PR3 488 1 5 3.59 1.053
variety, ...) PR4 488 1 5 3.55 0.996
I get more promotions when I  
260 53.28%
deliver food online OT1 488 1 5 4.11 0.941
I see the diversity of restaurants OT2 488 1 5 4.1 0.909
213 43.65%
when choosing food online OT3 488 1 5 3.94 0.979
I was invited by friends and OT4 488 1 5 3.93 0.974
158 32.38%
relatives to deliver food online  
Other 16 3.28% PE1 488 1 5 3.89 0.922
PE2 488 1 5 3.57 0.88
Table 2. Summary of variables
PE3 488 1 5 3.79 0.956
Descriptive Statistics PE4 488 1 5 3.65 1.035
Mini- Maxi- Std. PE5 488 1 5 3.73 0.962
N Mean PE6 488 1 5 3.94 0.885
mum mum Deviation
SA1 488 1 5 3.73 0.785 PE7 488 1 5 3.94 0.939
SA2 488 1 5 3.5 0.853 PE8 488 1 5 3.98 0.933
SA3 488 1 5 3.69 0.869 PE9 488 1 5 3.85 0.915
  PE10 488 1 5 3.54 0.975
SI1 488 1 5 3.02 1.09  
SI2 488 1 5 2.68 1.055 SH1 488 1 5 3.92 0.961
SI3 488 1 5 2.73 1.196 SH2 488 1 5 4.09 0.902
SH3 488 1 5 3.47 1.07

Table 3. Variables Description

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Research on Factors Affecting Satisfaction Using Mobile Food Ordering Apps of Students In Ho Chi Minh City’s Suburban Districts
 SATISFACTION SA1 I am very satisfied with the mobile food ordering apps.
Martínez, P. and
  SA2 Mobile food ordering apps completely meet my expectations.
Rodríguez del
I feel that choosing to use mobile food ordering apps is a good Bosque, I. (2013).
  SA3
idea.
SOCIAL Most of my friends/relatives/family members are using mobile
SI1
INFLUENCE food ordering apps.
My friends/family members think I should use mobile food
  SI2 V. Venkatesh,
ordering apps.
J.Y.L. Thong, X.
Friends/family members influenced my decision to use mobile Xu (2012)
  SI3
food ordering apps.
People around me encouraged me to use mobile food ordering
  SI4
apps.
EASE OF USE EOU2 I find it easy to learn how to use mobile food ordering apps.
The design of the mobile food ordering apps is friendly, clear Okumus et al., 2018
  EOU1
and easy to understand. B. Okumus, F. Ali,
I don't need to put too much effort to use mobile food ordering A. Bilgihan, A.B.
  EOU3 Ozturk.
apps.
  EOU4 I find it easy to use mobile food ordering apps expertly.
TRUST TR1 I trust the quality of mobile food ordering apps.
  TR2 I feel mobile food ordering apps are reliable.
I trust all the information provided on the mobile food
  TR3
ordering apps (about App, Restaurant, Food, Service). Martínez, P., and R.
Mobile food ordering apps now provide accurate, true d. I. Bosque. 2013.;
  TR4 Tang, T.-W., and
information about food.
R.-T. Huang. 2015.
Mobile food ordering apps now provide detailed, full of
  TR5
information about food.
Food images provided on mobile food ordering apps are true
  TR6
to actual images.
The customer ratings provided in mobile food ordering apps
Online Rating ORT1 have helped me learn about products (food, apps, restaurants,
ordering services).
Customer ratings provided in mobile food ordering apps have Zhao H. 2019;
  ORT2 improved my understanding of product performance (food, Barnes, S.J.,
apps, restaurants, ordering services). Vidgen, R.T. 2002
Customer ratings provided in mobile food ordering apps are
  ORT3 useful for evaluating the quality of product specifications
(food, apps, restaurants, ordering services).

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Research on Factors Affecting Satisfaction Using Mobile Food Ordering Apps of Students In Ho Chi Minh City’s Suburban Districts
 I am concerned about the possibility of personal information
Perceived Risks PR1
leaking while using mobile food order apps.
I am concerned that the seller, service provider or shipper will
  PR2
illegally collect and use my personal information.
Ashrafi Mafruz
I am concerned about the possibility of account information Zaman, Ng See
  PR3 leaking when paying with electronic wallets in mobile food Kiong (2009)
ordering apps.
I am concerned about the possibility of a payment platform by
  PR4 e-wallet on mobile food ordering apps having system errors
and/or connection errors.
For me, the location tracking system of drivers (moving) is a
Online Tracking OT1
very important feature in mobile food ordering apps.
The tracking system provided in mobile food ordering apps
  OT2
helped me actively take my food.
The tracking system on mobile food ordering apps makes it Alalwan, A. (2020)
  OT3
easy for me to guide the driver to find my location.
The tracking system on mobile food ordering apps helps
  OT4 reduce expensive calls with drivers asking about the status of
my order.
Performance I can save money by comparing the prices of different
PE1
Expectancy restaurants on food ordering apps.
I can save money by comparing the prices of different
  PE2 Escobar-Rodríguez
restaurants on food ordering apps.
and Carvajal-
I get more deals when ordering food at the on-app restaurants Trujillo, 2013
  PE3
than buying it directly.
The promotions on food ordering apps help me save more
  PE4
money.
The promotions on food ordering apps motivate me to use the
  PE5
service.
I have more restaurant options around me through mobile food
  PE6 Joel E. Collier and
ordering apps
Daniel L. Sherrell
  PE7 I can order food on the app whenever I want. (2010), pp. 490 –
509
I don't need to go out and buy food when using mobile food
  PE8
ordering apps
  PE9 I can save time when ordering food through mobile apps
  PE10 The accompanying services or extra orders when ordering self-created
food on the app are fully satisfied as when eating directly at
the restaurant.
SHIPPER SH1 The shipper service attitude is important to me when choosing self-created

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Research on Factors Affecting Satisfaction Using Mobile Food Ordering Apps of Students In Ho Chi Minh City’s Suburban Districts
 the food ordering service
  SH2 The honest of the shipper in the service is very important
I care about the clothes and the behavior of shipper when
  SH3
choosing food ordering service

Table 4. Description of Measurement

  N Minimum Maximum Mean Std. Deviation

SA 488 1 5 3.6407 0.70832
SI 488 1 5 2.8069 0.8386
EOU 488 1 5 3.9472 0.78726
TR 488 1 5 3.2312 0.68021
ORT 488 1 5 3.6933 0.78252
PR 488 1 5 3.5359 0.90217
OT 488 1 5 4.022 0.82467
PE 488 1 5 3.6767 0.79551
SH 488 1 5 4.0051 0.86006

Table 5. Linear regression models

Coefficientsa
Model Unstandardized Standardized t Sig. Collinearity
Coefficients Coefficients Statistics
B Std. Error Beta Tolerance VIF
1 (Constant) 0.862 0.170   5.082 0.000    
SI 0.041 0.032 0.049 1.271 0.204 0.812 1.232
EOU 0.068 0.040 0.075 1.682 0.093 0.592 1.690
TR 0.393 0.046 0.377 8.492 0.000 0.599 1.670
ORT 0.083 0.042 0.092 2.004 0.046 0.559 1.788
PR -0.047 0.030 -0.059 -1.557 0.120 0.811 1.233
OT 0.103 0.042 0.120 2.465 0.014 0.502 1.991
PE 0.142 0.042 0.160 3.429 0.001 0.543 1.840
SH 0.012 0.034 0.015 0.349 0.727 0.679 1.474
a. Dependent Variable: SA

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Research on Factors Affecting Satisfaction Using Mobile Food Ordering Apps of Students In Ho Chi Minh City’s Suburban Districts
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