Abstract

This paper explores how the quality of the GrabFood delivery app influences consumers’ intention to make purchases online. The rise of food delivery apps has changed the way people order meals, offering a level of convenience that benefits both customers and restaurants. By focusing on GrabFood, this study aims to understand how app related features can be improved to better meet user expectations and enhance service quality. Four factors are examined in this context: perceived usefulness, information quality, perceived risk, and trust. A total of 238 individuals responded to an online survey, but only 202 valid responses from users who had used the GrabFood app were included in the final analysis. The data was carefully analysed to examine how these four factors relate to online purchase intentions. The insights gained from this research may be useful not only for GrabFood and similar service providers but also for policymakers and restaurant operators aiming to improve customer experience in the growing food delivery sector.