CONSUMER PERCEPTION ON FOOD SAFETY OF ONLINE FOOD DELIVERY SERVICES

Abstract

Background: Assessment of food safety and hygiene are challenges for Online Food Delivery (OFD) services to ensuring the food is safely prepared and delivered to consumers. It is important to understand the consumers’ concern and experience so that this new trend of food consumption is protected under public health initiatives.

Aim: This study aims to assess the level of food safety knowledge of consumers using OFD services. Perceptions of consumers on the aspects of food safety in online food ordering and delivery services were determinants for the sociodemographic factors influencing the use of OFD services.

Methods: The questionnaire of consumer knowledge and perception of food safety OFD services was developed and completed by 437 Sungai Buloh, Malaysia respondents.

Results: The results showed that consumers have a good and adequate level of knowledge (59.3%) and perception (66.4%) on food safety of OFD services. Food contamination, as according to consumers, can be caused by the way of packaging and food containers if not handled properly during delivery. Most consumers have never experienced symptoms of food poisoning from ordering online; therefore, they felt more confident with the food orders made and were willing to cooperate in providing feedback on the quality of food received and make complaints to the authorities in the event of symptoms of food poisoning through OFD services.

Conclusion(s): The OFD platform must be responsible for auditing the qualifications of the participated food premises. The consumer complaint system developed by the Ministry of Health should empower the consumers and become an aspect to maintain the food establishment’s entitlement in OFD services.

Presenter e-mail: farahayuni@uitm.edu.my