What Drives Trust on Foodpanda Delivery Service During COVID-19 Pandemic? From the Perspective of Product Information, After Sales Service, and Payment Security

Abstract

The purpose of this study is to identify the key factors that drive the trust of Foodpanda delivery service among customers during the Covid-19 pandemic. We extended the theory of Planned Behaviour which we examined the impact of product information, after sales service and payment security to increase the trust on Foodpanda delivery service. Data were collected from 341 students from faculty of entrepreneurship and business, University Malaysia Kelantan and analyzed using SPSS. The result shows that all three variables are equally important for developing a trust among customers using Foodpanda service and they decided to continue using this mobile application. The result of this study proves that payment security with 68.5% of the respondents indicate that it is the significant variable that influence user’s trust on Foodpanda service. The study further provides recommendations for service providers, customers and researchers.