ICT500 Critical and Creative Thinking for Information Technology Solutions

INTRODUCTION

The objective of this assignment or report is to examine an Information Technology (IT) artefact and assess the satisfaction of users with the apps. As an IT artefact, I chose GrabFood apps for this task. GrabFood is a well-known food delivery service that connects local food businesses to people. When customers make an order with GrabFood, they will receive and allocate it to a GrabFood delivery partner who will pick it up from the restaurant and deliver it to customers. By creating demand, GrabFood creates efforts to assist small and independent companies grow. For orders from neighbouring favourites, GrabFood delivery rates are currently as low as RM2. Grab offers the GrabFood Signatures Value Packages and broadens the 'free delivery' category to include more restaurant partners.

Google Form was used as a questionnaire platform to obtain customer satisfaction evaluations. From 28 October 2021 to 2 November 2021, the survey was sent to friends and relatives that use the GrabFood application. On November 2, 2021, there were 45 responders to the survey. The restriction of this poll is that it was performed in a limited circle of family and friends, which will influence each other's thoughts.

QUESTIONAIRE

Part A: Respondents Background

1. Gender
2. Age
3. Marital Status
4. Employment status
5. How often do you GrabFood application?

Part B: Perceived User Satisfaction on Grabfood App

1. Overall, I am satisfied with how easy it is to use GrabFood
2. It was simple to use on frequent basis
3. I was able to complete the order quickly using Grab Food application.
4. I felt comfortable with the food that offered from the
5. It was easy with the payment method by Grab
6. I believe I could become productive quickly ordering with Grab
7. The apps gave error messages that clearly told me how to fix problems.
8. Whenever I made a mistake with the ordering, I could recover easily and quickly.
9. The food that offered from the store was
10. It was easy to put and save the address and location.
11. The promo code was effective in helping me to claim the discounts.
12. The hot deals on the menu were
13. The interface of ordering was
14. I like using the interface of
15. The ordering has all the function and capabilities I expect it to have.
16. Overall, I am satisfied with the price that offered from the
17. It was easy to find the type of food that I craving

Part C: Comment or Suggestion

Comment or suggestion to improve GrabFood application?

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RESPONSES

• PART A: RESPONDENT BACKGROUND
• Gender

Gender survey is one of the elements in respondent background. The goal of this inquiry is to determine which gender has the most influence on this GrabFood application. According to the pie chart above, 86.7% of respondents are female, while the remaining 13.3% are male. It may be demonstrated that females utilize the GrabFood application more than males. In general, women are more engaged and concerned with matters of foods, beverage and desserts. Because of the Covid-19 epidemic, it is preferable to avoid sitting in crowded places, and it is now easier because everything is accessible at our fingertips without having to deal with the people in the restaurant.

• Age

Based on the surveying age ranges, it clearly differentiates the age group of people who took this questionnaire. I possibly and I can possibly acquire a number of beneficial depth information during the review of their responses. As a consequence, we can observe that majority of respondents 93.3% are between ages of 20 until 30 years old, with 2.2% between age 19 years and above, 31 until 40 years followed by 41 years and above. It can demonstrate that GrabFood app is mostly favoured by the youth generation.

• Marital Status

The goal of this survey question is to establish whether a user is a single, married, divorced or widowed. There is a major variation in their responses when it comes to marital status, since single persons may have a different viewpoint than married people. As a consequence, we can observe that this questionnaire is primarily filled out by single person, with married respondents providing the proportion of 4.4%.

• Employment Status

Employment status is to measure whether they are in category who tend to use GrabFood application the most.

• How Often Do You Use Grabfood Application?

According to the pie chart, 40% using GrabFood application once per month, followed by 20% once per week, 17.8% are less than 6 months. There are people also who are never use the BrabFood apps which re 13.3% and 8.9% who use 2 until 6 times per week.

• PART B: PERCEIVED USER SATISFACTION ON GRABFOOD APP
• Overall, I am satisfied with how easy it is to use GrabFood application

Users agree that the GrabFood concept is easy to use. The services are primarily used to delivered the foods to people who did not want to go out. The majority of them are pleased with GrabFood offering.

• It was simple to use on frequent basis

The majority of respondents stated that the system is extremely straightforward to use. However, there are 22.2% which are 10 respondents thinks that are neutral in term of simple using on frequent basis.

• I was able to complete the order quickly using Grab Food

Because GrabFood applications are used as a food delivery service. It helps customer creating a more seamless experience with a daily need.

• I felt comfortable with the food that offered from the store

GrabFood aims to connect local restaurant and eateries from the most favourite restaurant and delicious meal will be provided. As we can see, most of users felt comfortable with the food that offered from the store.

• It was easy with the payment method by Grab

GrabFood also offered a PayLater method which are they will sell more with flexible online payments by Grab. It helps customer or user to manage large bills and let them pay over 4 interest-free instalments.

• I believe I could become productive quickly ordering with Grab

Some people respond negatively since the programmes do not help them become more productive immediately. However, the majority of individuals claim that the method allows them to be productive rapidly.

• The apps gave error messages that clearly told me how to fix problems.

It appears that the majority of people have an opinion about the system's error message. We can see that some people agree, some people felt neutral somewhat, and some people disagree.

• Whenever I made a mistake with the ordering, I could recover easily and

GrabFood allows customer to cancel the order in a fastest way. As we can see, most of user satisfied with the Grabfood ordering and 2 users felt dissatisfied with it. Customer can visit GrabFood help page or contact their GrabFood help hotline.

• The food that offered from the store was

The details that GrabFood show it full of detail to make customer understand and easier to make a choice to order the food.

• It was easy to put and save the address and

When a customers want to order their foods, GrabFood will ask to save their home address or insert the location. The GrabFood will default the address to make customer easy to order for the 2^nd and 3^rd times.

• The promo code was effective in helping me to claim the

Most of the users are agree that the promo code is effective in helping them to claim the discounts. 24.4% respondents felt neutral followed by 48.9% respondent are agree and the balance 26.7% are strongly agree.

• The hot deals on the menu were clear.

The hot deals on the menu may be varying for a certain user. Some of them are not agree and partially agree with the GrabFood applications. It helps customers to have feast all day ad saves all the money from day to night with the hot deals that given.

• The interface of ordering was

Most of the users are satisfied the ordering of GrabFood apps interface. GrabFood ordering interface are easy to understand either new users or old users.

• I like using the interface of

The majority of people feel that GrabFood provides the finest interface for everyone to easily utilise the system's UI.

• The ordering has all the function and capabilities I expect it to

Since GrabFood is a food delivery service, there are some respondents who did not agree with the function and capabilities that they expect to have.

• Overall, I am satisfied with the price that offered from the store.

The majority of GrabFood customers are pleased with the entire system. However, some of them may disagree as a consequence of their negative experience with the system.

• It was easy to find the type of food that I craving for.

The majority of GrabFood customers are pleased with type of food that they are craving for. However, some of them may dsagree as the food they want did not have.

3.0 Comment or suggestion to improve GrabFood application?

1. Automatically claim the voucher if any coupon available
2. For now,
3. Good
4. Give customer opportunity to make payment using online banking instead of using grabpay or
5. Good
6. Haven’t So, I don’t have any suggestion yet.
7. Hope they can cover more places in a downtown.
8. Hoping for them not missed any item because it happens to me many times.
9. I have no comment since I don’t really use the apps but I like to wach food through GrabFood delivery pictures provided.
10. I think GrabFood should increase their coupon because everytime I want to apply a coupon for buying Tealive, it didn’t have.
11. Increase coverage area
12. Keep updating a food store
13. Make an area or location more detectable in their
14. Make it easy if anyone want to report or
15. Making more promotion and discount to fight with Food Panda and
16. More coupons
17. No minimum ringgit to topup GrabPay wallet
18. No
19. No comment
20. No, overall is good
21. Nothing
22. Overall okay
23. Please delivery quickly
24. Please provide order from other country so that couple who are long distance relationship can help order it for the other partner.
25. Refund system
26. Serve the whipping cream for coffee store
27. So far I use it, okay
28. The grab application needs to add more food options especially restaurant or stalls nears
29. There should have no minimum topup for GrabPay
30. Topup limit in GrabPay should be
31. Good
32. GrabFood need to update their maps as sometimes the address cannot be detect.
33. Have a coin game like Shopee
34. I don’t know well about this app but if can be paid using the cash on delivery, it also good
35. Make more voucher
36. Make sure the customer can pay by the cash
37. The price of food is quite expensive
38. No
39. Please provide more free food voucher
40. Wider the range of delivering the food.

Some of the above comments and suggestions is the same for several people.

DISCUSSION

The problem or issue with grabfood applications

The applications won’t open, respond and unexpectedly quits or shows an error. When customers encounter an issue such as not working, they are unable to really using the programmes. They most likely did not feel at ease when utilising the applications on a regular basis. Another issue is the minimum topup GrabPay wallet. GrabFood put a minimum amount to topup the GrabPay which are 50 ringgits.

The satisfied of users with GrabFood applications.

The majority of them are pleased with GrabFood offerings. As indicated in the problem description, GrabFood need to improve their apps from the crash. Besides the customers need to have a large storage and clear the cache button.

The suggestions to improve the user experience of GrabFood

As I stated above, my suggestion is the customer need to have a large phone storage that support the size of GrabFood. They can reinstall the apps or clear the cache button if it still didn’t work. Open the settings, tap the apps and look for the GrabFood applications, scroll the button and choose the storage and tap clear cache. Users also can check their own data connectivity issues. Check the device internet service provider to restore the connectivity and try again. Next, users can check for updates from GrabFood applications.

CONCLUSION

In the conclusion, at the end of the day Information Technology (IT) may contain problems that cannot be fixed promptly. This data is to obtain or examine the factor affecting satisfaction and the intention of customers to use GrabFood as their food delivery service. As a user’s, we have a lot of options when it comes to deciding which applications service are ideal for us. I this scenario, GrabFood has done all possible to provide the best possible customer experience. There are a lot of process of collecting data through any kind of instrument.