Malouyy 111

Download as docx, pdf, or txt
Download as docx, pdf, or txt
You are on page 1of 26

ASSESSMENT ON CUSTOMER’S SATISFACTION TOWARDS

ELECTRONIC FOOD ORDERING PRACTICES

A Research

Presented To
The Faculty Of
City College of El Salvador
El Salvador City, Misamis Oriental

In Partial Fulfillment
Of The Requirement for the Degree of
Bachelor of Science in Office Administration

GERMALONNA D. JAMPIT
MALOU M. CABRERA
PATRICIA N. BAHIAN

DECEMBER 2022
Table of Contents

Page
TITLE PAGE
TABLE OF CONTENTS
LIST OF TABLES
TABLE OF FIGURES

CHAPTER
1 INTRODUCTION . . . . . . . . . . . . . . . . . . . . . . . . . 1
1.1 Background of the Study . . . . . . . . . . . . . . . . . . . . . 1
1.2 Theoretical Framework . . . . . . . . . . . . . . . . . . . . . . 5
1.3 Conceptual Framework . . . . . . . . . . . . . . . . . . . . . . 6
1.4 Statement of the problem. . . . . . . . . . . . . . . . . . . . . 7
1.5 Significant of the study. . . . . . . . . . . . . . . . . . . . . . . 8
1.6 Scope and limitation of the study. . . . . . . . . . . . . . . 8
1.7 Definition of terms . . . . . . . . . . .. . . . . . . . . . . . . . . 9
2 REVIEW OF RELATE LITERATURE
2.1 Electronic FoodOrdering Practices. . . . . . . . . . . . . . 11
2.2 Customer’s Satisfaction. . . . . . . . . . . . . . . . . . . . . . . 13
3 RESEARCH METHODS
3.1 Research Design. . . . . . . . . . . . .. . . . . . . . . . . . . . .. 17
3.2 Research Locale . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
3.3 Data Gathering procedure . . . . . . . . . . . . . . . . . . 17
3.4 Data Sampling Design and Respondents. . . . . . . . . 17
3.5 Research Instrument . . . . . . . . . . . . . . . . . . . . . . . . . 18
3.6 Scoring Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
3.7 Treatment of Data . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
REFERENCE . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . 19
List of Figures

Table No. Page


Table 1 Conceptual framework 6
Table 2 Scoring Procedure
CHAPTER I

INTRODUCTION

This chapter present the introduction, background of the study, theoretical &
conceptual framework, problem statement, hypothesis, scope & limitation, and
definitions of key terminology are all included in this chapter.

1.1 Background of the Study

Online food ordering is the process of ordering food from a website or other
application for delivery or pickup. The product can be ready-to-eat food (e.g.,
direct from a home-kitchen, restaurant, or virtual restaurant) or food that has not
been specially prepared for direct consumption. Customers use an online food
ordering app to place orders on their PCs, tablets, and smartphones. They can
browse your menu items, make a selection, and place an order online. Payment
will also be made online. Customers can have their orders delivered or come and
pick them up themselves.

Food delivery applications (FDAs) have transformed the way consumers order
and consume food, especially during the COVID-19 pandemic's mobility
limitations. Providing consumers with services which are safe, socially distanced,
and convenient. It has only highlighted the critical role that food delivery
platforms play in the lives of today's food consumers. It's simple, easy, and
provides a wide range of options that are simply not available on other platforms.
As the COVID-19 pandemic continues, considering this type of service could be
the key ingredient in enabling your business to generate a consistent stream of
revenue while still not losing behind competitors.

The electronic food ordering system, or mobile self-service ordering


application, has also opened up new ways for food establishments to promote,
communicate, and distribute products. The ability to reduce the heavy queuing
lines in food establishments lessens the burden of managing long queue lines. In
the twenty-first century, society has entered the "e" generation. Through its
involvement with various businesses, technology has generated a tremendous
amount of excitement due of its capacity to facilitate business on mobile phones
viable; technological advancement has opened an opportunity to almost anyone.
Despite these improvements, many customers still prefer using the usual way of
ordering food via queuing in physical lines until they reach the server and order.

The researcher want to know some of the problems in this studies arising in
bringing the situation to a reasonable and effective solution that will satisfy
everyone involved. There are number of causes for a customer's rage and the
commonly problem of this study are: The ordering process, improper food
handling, the selection, the payment, delivery & packaging, mistakes in orders,
confusing menu, customer service and cold food being delivered.

Customer satisfaction is directly affected by the queue management system


implemented in the food establishment during the customer's arrival in either a
single batch or bulk. Customers arriving with a good experience upon entering the
food establishment will also think the food and service are good. According to
Patel (2012), Customer satisfaction is inversely related to their waiting time in the
queue, which describes the fact that customers are less satisfied as the time spent
waiting for increases. Furthermore, an efficient and convenient ordering system
proves to give an advantage to the establishment as it will impact the future
behavioural intentions of customers who will likely come back.

The research results will help fast-food management of the customer's


satisfaction and perception of electronic ordering applications, which is crucial for
any food business. Results may be used to assess and review the current queuing
system implemented and how to improve customer service time. Additionally, this
would also benefit the customers since they are the ones who will benefit from the
management's future improvements to the queuing system. Time-saving and
convenience are the main reasons why most customers choose fast food.
This study aims to assessment on customer satisfaction ordering practices. The
outcome of this study can be used by food establishments to build a roadmap for
running their business, but it is also a must if an individual is seeking outside
investment and funding for restaurant. When approaching investors, business
owners must have a business plan ready. It shows a business owners commitment
and seriousness to his/her business. It helps individuals communicate their ideas
and strategy to potential investors, making them more likely to give business
owners money.

1.2 Theoretical Framework

Contrast theory was first introduced by Hovland, Harvey and Sherif (1987).
Dawes et al (1972) define contrast theory as the tendency to magnify the
discrepancy between one’s own attitudes and the attitudes represented by opinion
statements. Contrast theory presents an alternative view of the consumer post-
usage evaluation process than was presented in assimilation theory in that post-
usage evaluations lead to results in opposite predictions for the effects of
expectations on satisfaction

According to this theory, any discrepancy of experience from expectations will


be exaggerated in the direction of discrepancy. If the firm raises expectations in
his advertising, and then a customer’s experience is only slightly less than that
promised, the product/service would be rejected as totally un-satisfactory.
Conversely, under-promising in advertising and over-delivering will cause
positive disconfirmation also to be exaggerated.

This theory is related to our study because it also focused on how customer
satisfied when they order food through online application. When actual product
performance falls short of the consumer’s expectations about the product, the
contrast between the expectation and outcome will cause the consumer to
exaggerate the disparity. And to defined as a measurement that determines how
happy customers are with a company’s foods, services, and capabilities.
1.3 Conceptual Framework

Customer demographics are statistical information about people's distinctive


identities and identifiers. Customers of today need a personalized experience.
Customer demographics and the addition of context and color to a person's
identity aid marketing in comprehending a person better. Marketers who are aware
of the demographics of their target audience can provide better tailored, pertinent
content because they are aware of their interests and can foresee their
requirements in the future. It has been demonstrated that personalize works well.
In a congested marketing mix, personalized offerings stand out and generate
increased engagement. There are numerous meanings for the word "satisfaction"
in this context, including: Consumer satisfaction is the emotional response
attained from a mismatch between customer expectations and product
performance. The emotional state of contentment is defined as the level of client
satisfaction with the service provider over time.

Independent Variables Dependent Variables

Demographic Profile

Customer Satisfaction

Practices on Electronic
Food Ordering

Fig. 1 Schematic Diagram

1.4 Statement of the Problem


This study attempts to evaluate and examine consumers' satisfaction with
online meal ordering in McDonald application. One main objectives of this
research is to understand and identify which factors influence customers'
behavioural intentions and satisfaction when using the self-ordering system. The
major components that the researcher will look into are the demographic profile
and the five usages practices of the food establishment.

1. What is the demographic profile of the customers in terms of?

1.1 Age;

1.2 Sex; and

1.3 Location

2. What is the reason for not ordering of food in online application?

3. What are the practices in ordering electronic application in terms of:

3.1 Control

3.2 Convenience

3.3 Need for interaction

3.4 Technology anxiety

3.5 Behavioral intentions

4. What is the level of customer satisfaction of the respondents in ordering online


food?

5. Is there a significant relationship between practices and customer’s satisfaction


in ordering online food?

1.5 Hypothesis
1.6 Significance of the Study

The results of this research will be useful to society, considering that food
establishments and customers are in demand for speedy transactions, especially
after pandemic safety protocols.

Specifically, it will benefit the following:

Customers. They would also benefit the customers since they are the ones who
will benefit from the management's future improvements to the electronic food
ordering system. Time-saving and convenience are the main reasons why most
customers choose food establishments.

Fast Food Industry. Hopefully, this study will give an insight into the Fast Food
Industry when assessing or evaluating how to improve their customer service and
provide factual information to food ordering app developers regarding customers'
perception of automation of food ordering.

The Future Researchers. The researchers of tomorrow. This research could be


used as a resource in the future. Researchers and application engineers whose
studies are related to food ordering systems.

1.7 Scope and Limitations of the Study


The research will be limited to a chosen fast-food establishment that
utilizes an Electronic Ordering system that uses either self-developed applications
or third-party applications such as McDonald Application. Moreover, the study
will only be conducted in a food establishment near El Salvador City. The
respondent's size is limited, and the primary study solely based on their responses,
which may be more relevant with a more significant number of 50 respondents.
Furthermore, the geographical analysis is limited to El Salvador City area only.
Automated or Electronic food ordering must be researched in El Salvador City
area to gain a more comprehensive and generalized understanding. The study has
a sampling error allowable of 5% and is collected randomly. Thus, the conclusion
may not fully reflect the real-world situation.

1.8 Definition of Terms 

In this study, customer satisfaction is defined as a metric used to assess how


satisfied customers are with a company's goods, services, and capabilities.
Information about customer satisfaction, such as surveys and ratings, can assist a
business in deciding how best to adjust or improve its goods and services

Customer Satisfaction- Customer satisfaction is a metric that measures a


company’s customers’ level of satisfaction with its goods, services, and
capabilities.

Control – refers to the degree of control that customers have over the ordering
process, including the ability to customize their orders.

Convenience- refers to how easy and efficient it is for customers to use the
electronic ordering system to place their orders.

Need for Interaction- refers to the extent to which customers value personal
interaction with service providers, such as being able to ask questions or provide
feedback.
Behavioral Intentions- Users were much more likely to say they would use or
recommend online food ordering and was found to be positively significant.

Technology Anxiety- refers to the fear or discomfort that customers may


experience when using new or unfamiliar technology.

E-commerce- E-commerce, commonly referred to as electronic commerce or


internet commerce, is the term used to describe the exchange of money and data
for the purpose of transacting business through the internet.

Innovation- Innovation is the application of concepts in a way that results in the


creation of new products or services or enhances the provision of existing ones.

Self-service- - Self-serve in this study is that the support is when customers use
your resources to find solutions to their problems independently instead of
contacting your team.

CHAPTER II

REVIEW OF RELATED LITERATURE

2.1 Electronic Food Ordering Practices


Digital food delivery applications have become more popular as the use of smart
phones has increased. The main factors influencing the growth of digital food
delivery platforms are shifts in people's social status, an increase in nuclear
families, a shift in women's roles as they pursue careers, an increase in the culture
of ready food, the opening of more restaurants, and a decrease in the amount of
time spent cooking at home. Customers' preferences for meal delivery applications
are significantly influenced by the quality of the information that the service
provider offers. While using applications to order food, website design can win
over customers' trust. Better customer service, security, and an efficient payment
mechanism can all have an impact on people's decisions to use delivery apps to
order food.

UPI platforms. Offers provided by the delivery apps is also one of the factors
influencing customers. With rapid urbanisation, the food delivery system and
restaurants are thriving for more sales and higher customer base. Stupendous
growth in use of smartphones and applications in smart phones, there are
opportunities for food delivery apps in the market. Social media and different
payment options can help the service providers to attract more buyers in the
market in the present scenario.

Young and working customers are more likely to use online food delivery apps.
When it comes to internet meal ordering, men outnumber women by a wide
margin. Online meal orders were more popular with married customers than single
ones. Many people preferred to order meals from a restaurant using delivery apps
because of the many benefits, but only a small number did so because of
cleanliness and quality issues.

Since they spend the most of their finances among all generations, millennials are
the primary consumers of meal delivery services. Companies that provide food
invest in innovative methods of reaching consumers with their services. They
utilize a variety of channels, including social media, virtual assistants, smart
watches, and more. In some markets, food is delivered to clients' doorsteps using
robots, parachutes, and drones. The food delivery industry is also discovering the
specific markets it needs to succeed.

Customers tend to select popular meal delivery apps since they can offer superior
services. As users search for more detailed information, food delivery apps only
offer a limited amount of information. Customers have the impression that online
food delivery services charge a little higher delivery fee. Sales for online food
delivery apps increased as a result of shifting consumer tastes. Digital food
ordering services mostly target high-income groups and millennials. Independent
platforms are becoming more popular as restaurants invest in building a clientele.
The gap between restaurants and foodies can be filled by third-party platforms.

The food industry is a global one, and consumers worldwide want a variety of
flavours to be available everywhere. Consumers can now be more aware of the
options thanks to technology. Despite being important for survival, food has
evolved into more than just a necessity and has become an integral aspect of
living. Its demand is always rising and will never decline. More and more eateries
are developing unique ideas and using ground-breaking strategies to reach out to
and draw in potential clients. The use of online food ordering systems has greatly
streamlined operations for both customers and establishments.

According to a recent research, 40% of millennials prefer ordering food on their


phones, while 60% do it on their desktop computers. Due to the comfort and ease
clients experience while ordering food through apps rather than by phone, the
food ordering method has undergone a change. The addition of coupons or
promotional offers to the orders when using online apps is another benefit. In
addition, consumers who lack immediate plans for what and where to eat might
use the time spent on food delivery and related tasks as a good excuse. It is a well-
known fact that online orders are most popular at lunch and supper, which
emphasizes the convenience of the consumer.
With the development of information technology, businesses must prepare for the
constantly evolving needs of their customers if they are to live up to their
expectations. These days, users receive enhanced services and amenities through
apps. More individuals are placing orders online via apps and other services,
which allows customers to save time and money by not having to go to the
business of the service provider. During the epidemic, the distribution of food
services online has grown in prominence. Due of this, the service provider was
compelled to create a premium app with strong ordering and payment security
features. A high-quality app must include key components including quick and
easy access to the information a firm wants to provide, clarity, efficiency, prompt
response, and dependability. These characteristics inspire assurance and Every
client prefers to utilize apps that are user-friendly, provide high-quality content,
and are presented in a clear, understandable way. The aforementioned
characteristics increase the popularity of the online platform and lay a solid
groundwork for universal appeal. These online characteristics are important all
around the world and are not only necessary for one nation. A high-quality app's
design will guarantee that the aforementioned features will in reality draw in more
users and improve their satisfaction and retention. Given that the majority of
people are not adept or tech-savvy in using internet platforms or digital modes of
communication, a well-designed app will be beneficial. The widespread usage of
and easy access to the internet has boosted commerce organization to take
advantage of the chance to communicate and tailor their service. Online banking
and mobile app platforms have made it easier for customers to order food online.

The technology has been quite helpful to the companies that supply food online.
Consumers are making regular and trustworthy preferred purchases as a result of
the service provider's easy accessibility. For those who are busy, it is very
important because they can eat whenever they want without wasting any time.
Previous research on food delivery services has found that trust, contentment, and
loyalty are crucial factors in determining the success of offline businesses. But in
more recent research, academics have shown that the online platform has provided
excellent opportunities for interactive and personalised marketing (Burke, 2002;
Wind 2001; & Rangaswamy). An impromptu network of retailers is created via
the internet and mobile apps (Phau & Lo, 2004). In addition to information from
peers and other social sites, consumers have the option of using the internet to
research other options for quality and pricing in order to meet their expectations
and come to a wise conclusion (Singh, 2002).

2.2 Online Food Ordering and Delivery

Sellers engaged in food industry are looking for new opportunities to serve the
customers. In the process, have witnessed a new platform in the form of food
order and delivery system for food industry. Digital platforms have been evolved
to cater to the customized needs of the customers due to social and cultural
changes. Changing family system, changing life style of people, double income,
lack of time to prepare food at home, increased disposable income, offers from
restaurants and delivery system are some of the reasons for evolution of food
order and delivery apps. Online food delivery applications have become popular
because of reasons like visible menu with prices, complete information about
service, real time tracking of delivery, push notifications, multiple payment
options, GPS searching of nearby restaurants, better interface and discounts and
deals offered. (Chorneukar, M. J. (2014).

Online meal delivery services have gained popularity due to features like clear
menus with prices, comprehensive service information, real-time delivery
tracking, push notifications, a variety of payment methods, GPS-based restaurant
locator, better user experience, and discounts and deals provided. (M. J.
Chorneukar) (2014).

Through websites or mobile applications, online meal ordering links diners and
restaurants. In order to better serve customers and meet their demands, websites
and applications are tailored. This approach is a big success since it makes it easy
for customers to choose the food they want from the menu, place orders with the
service provider, and pay through a variety of methods. Online restaurant food
delivery is a rapidly growing industry. changes as it develops fresh methods for
reaching the final consumer.

With millennials as the main drivers, new distribution channels are now available,
as well as new delivery techniques like robots, drones, etc., that may target
specialized markets with the aid of cutting-edge technology like virtual and
augmented reality and artificial intelligence. Applications and websites for online
meal ordering and delivery are unquestionably the way of the future for the
restaurant industry because they may help both consumers and service providers
in a number of ways. By providing tailored services to the target customers at
reasonable pricing, digital platforms may dominate the market. Due to favorable
conditions like shifting markets, strong customer purchasing power, technical
improvements, etc., the industry will also expand quickly.

2.3 Customer Satisfaction

In addition to performance expectations, effort expectations, social influence,


favorable conditions, pricing value, hedonic motivation, and habits, online
reviews, online ratings, and online tracking also have an impact on customer
experience using meal ordering apps. Customer experience and the
aforementioned aspects play a significant role in determining how satisfied
customers are with mobile food ordering apps. Customers may have a variety of
advantages when ordering food using mobile applications, including convenience,
time savings, a variety of purchasing alternatives, seller incentives, avoiding long
distance travel, door delivery, and guaranteed quality. (2012) (Lee, W. S. et al.)

A few drawbacks include the lack of face-to-face interaction with service


providers, the lack of a provision for replacement meals in the event of poor taste
or food spoiling, and the lack of guarantees regarding flavor and hygiene. In
recent years, consumers have become increasingly aware of food delivery
applications. Customers have been using food delivery apps for a while since they
provide benefits such ease of use, a variety of payment options, better customer
service, the ability to track orders, receive anticipated orders, and provide
information. Customers are concerned about risks like the loss of financial and
personal information even when there are advantages. Depending on how clients
perceive it, online food delivery has advantages and disadvantages. This method
enables clients to place more orders for meal delivery conveniently and quickly.

In order to improve customer experience, it gives comprehensive information


about the order. Customers can track food deliveries with its aid as well. The
upkeep of client databases by service providers can enhance customer service.
Restaurants profit from food delivery apps in ways such as more customer orders,
increased sales, a larger customer base, the chance to keep the current clientele,
and order accuracy. Customers' decisions to purchase food online are influenced
by things including how simple it is to make payments, how many selections are
available, how much time it saves, and how conveniently the food can be ordered.

CHAPTER III

METHODOLOGY

This chapter present the research methodology, this includes research design &
locale, data gathering procedure, sampling design & respondent, research
instrument, scoring procedure and treatment of data.
3.1 Research Design

The researcher will employ a correlational quantitative study research design.


A correlational research design investigates relationship between two variables (or
more) without the researcher controlling or manipulating any of them. It’s a non-
experimental type of quantitative research and most appropriate method for this
subject is to describe the perception and satisfaction level of customers when
using Electronic Ordering systems in McDonald Application. Therefore, this
research design will prove helpful for systematically and accurately interpreting
the data.

3.2 Research Locale

Mc Donald’s El Salvador City Branch will be the research locale of this study.
Mc Donald’s is the first branch in El Salvador City, this branch is located along
the National Highway near Divine Mercy Shrine crossing and will also serve as
the first drive thru outlet outside this Cagayan de Oro City. This Company
operates and franchises Mc Donald’s restaurant that serve a locally – relevant
menu of food and beverages.

3.3 Data Gathering Procedure

Researchers in this study will be distributing a survey questionnaire to the


chosen respondent. And identify the customer satisfaction of the respondents from
using the electronic food ordering. Questions will be composed of 25 items to be
answered briefly based on their experiences from ordering via the applications.
Part I of the questionnaire will be the demographic profile of the respondents and
the part two is the survey questions. The researcher will protect the privacy of all
the data will gather from the respondent.

3.4 Data Sampling Design and Respondents

Convenience sampling will be used in this study, by sending a survey in the


mail, or sharing a link on social media and recruiting friends to participate in our
study. The respondents of the study are selected customers in El Salvador City,
who order online using the McDonald’s application.

3.5 Research Instrument

The study utilizes a survey questionnaire as the researcher instrument to gather


data. Questionnaire produced by the researcher and that is adapted from a source
in the previous studies in customer satisfaction by parameshwar ganapathi, Emad
Abu-Shanab in (2019) and I-ming wang, chich-jen shien in, (2006) with the direct
participants being customers of a food establishment. The questions will be
designed to elicit meaningful information on customers’ satisfaction with the food
establishment’s electronic ordering system. The respondents’ main components
are control, convenience, need for interaction, and technology anxiety.

3.6 Scoring Procedure


This study will be based on the scoring procedure below. Scoring procedure is
the data involves the researching assigning a numerical value to each response on
an instrument. This includes categorical and continuous variables.

Rang of mean score Meaning


3.26 – 4.00 Strongly Agree
2.51 – 3.25 Agree
1.76 – 2.50 Disagree
1.00 – 1.75 Strongly Disagree

3.7 Treatment of Data

This data will be analyzed using the percentage frequency distribution in which it
is a display of data that specifies the percentage of observations that exist for each
data point or grouping of data points. It is a particularly useful method of
expressing the relative frequency of survey responses and other data. This will
allow the researchers to have a glance at the entire data conveniently. It shows
whether the observations are high or low and also whether they are concentrated
in one area or spread out across the entire scale.

REFERENCES
Abdullah, N. (2016). The Influence of Demographic Factor on Personal
Innovativeness Towards Technology Acceptance. Malaysian Online Journal of
Educational Technology, 4(1), 68–73.

Amelia, M., & Garg, A. (2016). The first impression in a fine-dining restaurant. A
study of C restaurant in Tampere, Finland. European Journal of Tourism,
Hospitality and Recreation, 7(2), 100–111. https://doi.org/10.1515/ejthr-2016-
0012

Annaraud, K., & Berezina, K. (2020). Predicting satisfaction and intentions to use
online food delivery: What really makes a difference? Journal of Foodservice
Business Research, 23(4), 305–323.
https://doi.org/10.1080/15378020.2020.1768039

Chai, L. T., & Yat, D. N. (2019). Online Food Delivery Services: Making Food
Delivery the New Normal. Journal of Marketing Advances and Practices, 1(1),
64–68.

Chorneukar, M. J. (2014). To Study the Customer Perceptions of Electronic Food


Ordering. Master of Business Administration in Pondicherry University of
Distance Education, 51 52.

Collier, J. E., & Sherrell, D. L. (2009). Examining the influence of control and
convenience in a self-service setting. Journal of the Academy of Marketing
Science, 38(4), 490–509. https://doi.org/10.1007/s11747-009-0179-4

Demirci Orel, F., & Kara, A. (2014). Supermarket self-checkout service quality,
customer satisfaction, and loyalty: Empirical evidence from an emerging market.
Journal of Retailing and Consumer Services, 21(2), 118–129.
https://doi.org/10.1016/j.jretconser.2013.07.002

Huang, P.-L., Lee, B. C. Y., & Chen, C.-C. (2017). The influence of service
quality on customer satisfaction and loyalty in B2B Technology Service Industry.
Total Quality Management & Business Excellence, 30(13-14), 1449–1465.
https://doi.org/10.1080/14783363.2017.1372184

Kimes, S. E. (2019). Customer perceptions of restaurant delivery. SSRN


Electronic Journal. https://doi.org/10.2139/ssrn.3643711

Kimes, S. E., & Collier, J. E. (2012). Only if it is convenient. Journal of Service


Research, 16(1), 39–51. https://doi.org/10.1177/1094670512458454

Kimes, S. E. (2011). Customer Perceptions of Electronic Food Ordering. The


Center of Hospitality Research, 11(10), 7–15.

Lee, W. S., Song, M., Moon, J., & Tang, R. (2022). Application of the technology
acceptance model to Food Delivery Apps. British Food Journal.
https://doi.org/10.1108/bfj-05- 2021-0574

Lockett, N., Wang, C. L., & Blundel, R. (2017). Exploring entrepreneurship.


Sage.

Reddy, S. & Aradhya, Dr. G.B. (2020). Driving Forces for the Success of Food
Ordering and Delivery Apps: A Descriptive Study. 10(2).
http://doi.org/10.31033/ijemr.10.2.15

DOI: 10.1177/09722629211034405

https://www.researchgate.net/publication/
336777493_Customer_Satisfaction_With_Online_Food_Ordering_Portals_In_Qat
ar

http://www.tarupublications.com/journals/jios/full-text/JIOS-27-1-2006/jios134.pd

Dr. R. Maheswari | G. Swarnalatha | Ms. T. Gayathri “A Study on Customer


Satisfaction towards Zomato Online Food Ordering

Aleem Raza, Muhammad Asif, Mubasher Akram, Give your hunger a new option:
Understanding consumers’ continuous intention to use online food delivery apps
using trust transfer theory, International Journal of Consumer Studies,
10.1111/ijcs.12845, 47, 2, (474-495), (2022).

H.S. Sethu & bhavya saini “Customer Perception and Satisfaction on Ordering
Food”. (2016)

Pachaghare, and Deshmukh (2019) A Study of Customer Perception about Online


Food Ordering Services in Amravati City Gawande

Adithya, R. (2017). Online Food Ordering System. 180(60)


https://doi.org/10.5120/ijca2017916046
Cohen, R. (2016). The 4 Most Common Problems with Online Ordering

Batra. B. (2022). 5 Difficulties Customers Face While Ordering Food Online And
How You Can Fix Them
Survey Questionnaire
Assessment on Customer Satisfaction Towards Electronic
Food Ordering Practices

Part 1
Age:
Sex: Male Female
Location:

Part 11
Direction: Kindly please put a check mark that corresponds to your answer
4-Strongly Agree 3-Agree 2-Disagree 1-Strongly Disagree

Customer Satisfaction: 4 3 2 1
1. I am satisfied with the overall process
of online ordering of food.
2. I did not face any problem (issues)
when using online application.
3. I am happy with the service of online
food
ordering application
4. I am happy with the quality of the
service of online food ordering
application

Control:

1. I feel in control using online ordering


2. Online ordering letter’s customer be in
charge
3. While using online ordering, I feel
decisive
4. Online ordering gives me more control
over the food that I order for delivery
or takeout
Convenience: 4 3 2 I

1. Online ordering allows me to initiate a


transaction whenever I choose.
2. Online ordering allows me to initiate a
transaction at a convenient time.
3. I value the ability to initiate the
transaction from the comfort of home
4. I like the ability to order food without
leaving home.

Need for interaction:

1. Personal contact with a delivery rider


makes ordering food more enjoyable
for me.
2. Personal attention by a service crew is
important to me.
3. There is a sufficient number of food
online ordering application.
4. There is a sufficient number of
technical assistants.
Technology Anxiety: 4 3 2 1

1. I hesitate to use online ordering for


fear of making a mistake I cannot
correct.
2. I feel apprehensive about using online
ordering.
3. I have avoided online ordering because
it is unfamiliar to me.
4. Technical terms sound like confusing
jargon to me.
Behavioral Intentions:

1. I likely to use online ordering in the


future.
2. I will probably use online ordering
again in the future.
3. I will tell my friends that they should
use online ordering.
4. I will share this application to my
relatives.
5. I like to use this application because its
convenient for the customer.

You might also like