The Effects of Service Quality and Perceived Convenience on Customer Satisfaction and Reuse Intention: Evidence from Young Foodpanda Users in Phnom Penh, Cambodia

Chhayna Cheng
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Chhayna Cheng: Faculty of Business Administration, BELTEI International University, Phnom Penh, Cambodia.

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Abstract: Online food delivery platforms increasingly depend on customer satisfaction and continued use, particularly in emerging digital markets. This study examined the effects of service quality and perceived convenience on customer satisfaction and reuse intention among young Foodpanda users in Phnom Penh, Cambodia, and assessed the mediating role of customer satisfaction. A quantitative correlational design was employed. Data were collected through a structured questionnaire from 600 university students who had previously used Foodpanda and were analyzed using SPSS and AMOS. Exploratory factor analysis was conducted using an independent sample, followed by confirmatory factor analysis and structural equation modelling with the main sample. The results indicated that service quality and perceived convenience had significant positive effects on customer satisfaction and reuse intention. Customer satisfaction also had a significant positive effect on reuse intention. Perceived convenience showed the strongest association with both customer satisfaction and reuse intention. The model explained 80% of the variance in customer satisfaction and 80% of the variance in reuse intention. Sobel test results further indicated that customer satisfaction significantly and partially mediated the relationships between service quality, perceived convenience, and reuse intention. These findings suggest that platform convenience and reliable service performance jointly support satisfaction and continued use among young users. The study provides context-specific evidence from Cambodia and highlights the importance of considering both direct and satisfaction-mediated pathways when examining post-adoption behavior in online food delivery services.

Date: 2026-08-08
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Published in Journal of Global Economics, Management and Business Research, 2026, 18 (3), pp.235-255

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-05714935

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