Factors Affecting Office Employees’ Satisfaction with the Quality of Online Food Delivery Services in Ho Chi Minh City

Abstract

This study is conducted to systematize the
theoretical foundations of service quality and
satisfaction, identify the factors affecting office
employees’ satisfaction with Online Food
Delivery Services (OFDS), and assess the
impact level of each factor. Based on the
research model, measurement scales adapted
from previous studies are refined through
qualitative research and expert consultation,
then tested using quantitative methods with
SPSS 26.0, including Cronbach’s Alpha,
Exploratory Factor Analysis, correlation analysis,
and multiple linear regression. The results show
that five factors influence office employees’
satisfaction with OFDS, with effort expectancy
having the strongest effect, followed by reliability,
hedonic motivation, perceived value, and
empathy, while assurance is found to be
statistically insignificant. Based on these
findings, managerial implications are proposed
to improve OFDS quality and enhance office
employees’ satisfaction in Ho Chi Minh City.