Digital Entrepreneurship in the Food Delivery Industry: Enhancing Customer Satisfaction Through Apps’ Functional and Technical Quality

This study investigated the impact of digital entrepreneurship in the food delivery industry on customer satisfaction through the functional and technical quality of food delivery mobile applications. Customer satisfaction is a critical component in quality management, and it is crucial to identify the needs and expectations of various customer segments. This study considered the quality of application functionality (ease of use, quality of information) and technical quality (quality of delivered services, quality of delivered food) as factors affecting customer satisfaction. A quantitative research design was employed, and primary data was collected through an online survey given randomly to 382 students of the UMK City Campus. IBM SPSS Statistics was used to analyze the data, and multiple regression analysis was conducted to test the hypotheses. The study findings suggest that the functional and technical quality of food delivery mobile application services significantly influences customer satisfaction. This study concludes that digital entrepreneurship has revolutionized the food delivery industry and presents new opportunities for entrepreneurs to innovate and succeed in the market. This study has implications for food and beverage entrepreneurs, food delivery service providers, riders, and researchers interested in exploring the impact of digital entrepreneurship in the food delivery industry on customer satisfaction.