scholarly journals Antecedents of behavioral intention to use online food delivery services: an empirical investigation

2021 ◽  
Vol 17 (1) ◽  
pp. 1-15
Author(s):  
Vinish P ◽  
Prakash Pinto ◽  
Iqbal Thonse Hawaldar ◽  
Slima Pinto
Keyword(s):  
Customer Satisfaction ◽  
Food Quality ◽  
Mail Survey ◽  
Positive Association ◽  
Home Delivery ◽  
Food Delivery ◽  
Delivery Services ◽  
Restaurant Reviews ◽  
Behavioral Intention To Use ◽  
Structured Questionnaire

The online food delivery market in India perseveres to grow at a sustained pace. The business has unique dynamics and challenges with the spike in orders during weekends, meeting delivery schedules during peak demand, offering deep discounts to address wavering customer loyalty, reducing cash burns, and managing food quality inconsistency. In contrast, the fast-paced life and the rise of millennials in the workforce is likely to assure a promising future for the food aggregators. The above backdrop has led the researchers to pursue this study. An empirical study was carried out to explore the consumption occasion and the antecedents of online food ordering in the select cities in Karnataka, India. The data was collected from 385 respondents through telephonic and mail survey using a structured questionnaire. The responses were analyzed using exploratory factor analysis and multiple regression. The result of the study indicated a positive association between the constructs ‘buying motives’, ‘aggregator attractiveness’, and customer satisfaction. The variation in customers` satisfaction is largely attributable to the convenience of order placing, food quality, availability of food and restaurant reviews, offers and discounts, faster home delivery, and the wide choice of restaurants listed on the aggregator’s website. Additionally, the aggregator attractiveness showed a higher impact on customer satisfaction as compared to buying motives.

scholarly journals Antecedents of behavioral intention to use online food delivery services: An empirical investigation

2021 ◽  
Vol 17 (1) ◽  
pp. 1-15
Author(s):  
Vinish P ◽  
Prakash Pinto ◽  
Iqbal Thonse Hawaldar ◽  
Slima Pinto
Keyword(s):  
Customer Satisfaction ◽  
Food Quality ◽  
Mail Survey ◽  
Positive Association ◽  
Home Delivery ◽  
Food Delivery ◽  
Delivery Services ◽  
Restaurant Reviews ◽  
Behavioral Intention To Use ◽  
Structured Questionnaire

The online food delivery market in India perseveres to grow at a sustained pace. The business has unique dynamics and challenges with the spike in orders during weekends, meeting delivery schedules during peak demand, offering deep discounts to address wavering customer loyalty, reducing cash burns, and managing food quality inconsistency. In contrast, the fast-paced life and the rise of millennials in the workforce is likely to assure a promising future for the food aggregators. The above backdrop has led the researchers to pursue this study. An empirical study was carried out to explore the consumption occasion and the antecedents of online food ordering in the select cities in Karnataka, India. The data was collected from 385 respondents through telephonic and mail survey using a structured questionnaire. The responses were analyzed using exploratory factor analysis and multiple regression. The result of the study indicated a positive association between the constructs ‘buying motives’, ‘aggregator attractiveness’, and customer satisfaction. The variation in customers` satisfaction is largely attributable to the convenience of order placing, food quality, availability of food and restaurant reviews, offers and discounts, faster home delivery, and the wide choice of restaurants listed on the aggregator’s website. Additionally, the aggregator attractiveness showed a higher impact on customer satisfaction as compared to buying motives.

scholarly journals Millennial Experience with Online Food Home Delivery: A Lesson from Indonesia

10.28945/4386 ◽  
2019 ◽  
Vol 14 ◽  
pp. 277-294 ◽  
Author(s):  
Dwi Suhartanto ◽  
David Dean ◽  
Gundur Leo ◽  
Ni Nyoman Triyuni
Keyword(s):  
Service Quality ◽  
Food Quality ◽  
Behavioral Intention ◽  
Perceived Value ◽  
Home Delivery ◽  
Food Delivery ◽  
Future Research ◽  
Delivery Service ◽  
Quality Food ◽  
Delivery Services

Aim/Purpose: To examine millennial satisfaction towards online food delivery services, including e-service quality, food quality, and perceived value as the determinants and behavioral intention as the consequence. Background: Among the generational cohorts, millennials are a demanding target group for many retailers, including restaurants. Despite many studies examining millennial behavior in the restaurant context, almost no research on millennial attitudes and behavior in the context of online food home delivery service can be found. Methodology: For this research, 332 millennials completed a self-administered survey in Indonesia. To assess the associations between satisfaction and its determinants and consequences, this study employs Partial Least Square modeling. Contribution: This research extends existing knowledge of millennial satisfaction toward online food delivery service by highlighting that food quality, e-service quality and perceived value are the main determinants of satisfaction for online food purchasing among millennials. Further, this study offers support for the spillover theory in the online food home delivery service from millennial perspective. Findings: This study uncovers the important direct dual influences of e-service quality and food quality on millennial satisfaction with online food delivery services. Further, this study notes that e-service and food quality also have an indirect influence on satisfaction via perceived value. Moreover, satisfied millennial customers are more likely to re-purchase, recommend to others, and re-purchase at an increased price. Recommendations for Practitioners: For small and medium restaurants, it is suggested that they need to focus solely on their core business of providing food. If they want to offer an e-service, they should develop strategic cooperation with one or more online service providers. Recommendation for Researchers: Millennials tend to repurchase, recommend, and be willing to pay more in the future extends the existing models that look at the associations among quality, satisfaction and behavioral intention. Thus, in online restaurant purchasing services, both e-service quality and food quality should be included in the future research models. Impact on Society: This study could help restaurant industries to increase their business performance and, indirectly, impact on society as a whole by providing high quality food, employment opportunities, and tax revenues. Future Research: Future researchers can reassess the model in different countries and/or with other generation cohorts as well as including other variables such as trust, image, involvement, as well as socio-demographic factors.

scholarly journals Customer Loyalty Analysis on Online Food Delivery Services

2021 ◽  
Vol 12 (3) ◽  
pp. 4003-4013
Author(s):  
So Mario Sidharta Et.al
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation Model ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Services Quality ◽  
Food Delivery ◽  
Equation Model ◽  
Sales Promotion ◽  
Service Users ◽  
Delivery Services

Indonesia's e-commerce growth has increased by 17% in the last ten years. One of the most popular e-commerce businesses in Indonesia is online food delivery services. Promotion is one of the reasons that makes online food delivery service users increase every year. This research aims in alayzing the effects of e-service quality (e-servqual), food quality, and sales promotion toward perceived value and customer satisfaction, as well as their impacts on customer loyalty. A questionnaire was distributed to 200 respondents who had used online food delivery services in DKI Jakarta. The Structural Equation Model (SEM) with the PLS-SEM was used to test the validity, reliability, and hypothesis. The results of this study indicate that customers satisfaction impacted customer loyalty, which is the benchmark for customers in using online food delivery services. Not only that, company’s services, quality, and promotion impact customer satisfaction.

Customer Satisfaction towards Mobile Food Delivery Apps during Covid-19 Pandemic

2021 ◽  
Vol 12 (1) ◽  
pp. 58-58
Author(s):  
Goh Mei Ling ◽  
Ho Sew Tiep ◽  
Ng Zhu Er
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Daily Life ◽  
Movement Control ◽  
Food Delivery ◽  
Control Measures ◽  
Consumption Pattern ◽  
Website Quality ◽  
Delivery Service ◽  
Delivery Services

In this era of technology, the development and explosion of the internet has created the online business platform for the services and products. One of the areas is the food delivery services. With development of mobile applications for food delivery, it has eased the process of delivering the ordered food, and at the same time create convenience to the beverage industry (Wang et al., 2019). The outbreak of COVID-19 pandemic in early last year has impacted everyone's daily life and resulted in pandemic control measures such as Movement Control Order (MCO) by the Malaysian government around the country. This change has required Malaysian to engage with new norms such as wearing masks, physical distancing and hand hygiene in their daily life. The pandemic has also sparked a new consumption pattern in society. Many people have opted for food delivery services and thus inflated the demand of food delivery service in Malaysia. Hence, understanding customer satisfaction towards the mobile food delivery apps is essential. There are several studies on the customer satisfaction towards online food delivery service during the COVID-19 pandemic (Prasetyo et al., 2021; Rahim & Yunus, 2021). Pasetyo et al. (2021) investigated the customer satisfaction and loyalty from the extended Theory of Planned Behaviour perspective. Meanwhile Rahim and Yunus (2021) examined the relationship between service quality, food quality and price of e-hailing food delivery service. However, these studies did not examine the effect of convenience and website quality on consumers satisfaction toward the mobile food delivery apps. Based on these, this study aims to examine the influence of the factors, namely service quality, convenience, price and website quality on customer satisfaction towards the mobile food delivery apps during the COVID-19 pandemic in Malaysia. Keywords: Customer Satisfaction, Mobile Food Delivery Apps, COVID-19 Pandemic

scholarly journals Benefits and Challenges of Online Food Ordering and Delivery Service - with Special Reference to Working Women in Chennai

2019 ◽  
Vol 8 (4S3) ◽  
pp. 293-297
Keyword(s):  
Special Reference ◽  
Working Women ◽  
Food Delivery ◽  
Primary Data ◽  
Demographic Profile ◽  
Delivery Service ◽  
Educational Qualification ◽  
Delivery Services ◽  
The Relationship ◽  
Structured Questionnaire

Online food delivery services like Zomato, Swiggy, Uber eats etc., is very common in Chennai, serving food to the customers at their doorstep in round the clock. This study was basically conducted to analyse the benefits and challenges of online food delivery services and its relationship with the socioeconomic aspects of the working women in Chennai. This study was aimed to explore the benefits and challenges of online food deliver and to find the relationship between demographic profile of the working women and factors of online food delivery. : The study mainly depends on the Primary data collected through a well-structured Questionnaire distributed to in Chennai alone. The result shows that there is Perfect association between age and educational qualification of the working women and cluster groups.

scholarly journals Impact of COVID-19 on Food and Plastic Waste Generated by Consumers in Bangkok

2021 ◽  
Vol 13 (16) ◽  
pp. 8988
Author(s):  
Chen Liu ◽  
Pongsun Bunditsakulchai ◽  
Qiannan Zhuo
Keyword(s):  
Food Waste ◽  
Home Delivery ◽  
Food Delivery ◽  
Plastic Waste ◽  
Planning And Management ◽  
Plastic Bags ◽  
Delivery Services ◽  
Food Planning ◽  
Cold Food ◽  
The Impact

The crisis ignited by COVID-19 has transformed the volume and composition of waste generation and requires a dynamic response from policy makers. This study selected Bangkok as a case study to semi-quantitatively examine the impact of the COVID-19 outbreak on consumer-generated food and plastic waste by examining changes in lifestyles and consumption behaviour through a face-to-face questionnaire survey. Travel bans and diminished economic activity due to COVID-19 have led to a dramatic reduction in waste from the business sector and in the total amount of municipal waste generated. However, the results of the survey showed that both food and plastic waste generated by households in Bangkok increased during COVID-19. The shift from eating out to online food delivery services led to an increase in plastic bags, hot-and-cold food bags, plastic food containers, and food waste. Reasons for the increase in household food waste during COVID-19 varied, with respondents citing excessive amounts of food and unappetising taste, followed by exceeding the expiration date and rotting/foul odours. These reasons may be the result of the inability to predict quantity and quality when ordering online, and inadequate food planning and management by consumers. To achieve more effective food and plastic waste management, home delivery services, consumer food planning and management, and the formation of a circular economy based on localised supply chains may be considered as important intervention points.

Association of Customer Satisfaction with Store Environment A Study on Bhat-Bhateni Super Market and Departmental Store

2019 ◽  
Vol 3 (ii) ◽  
Author(s):  
Sarita Maharjan
Keyword(s):  
Customer Satisfaction ◽  
Interior Design ◽  
Sampling Technique ◽  
Positive Association ◽  
Department Store ◽  
Significant Positive Association ◽  
Research Designs ◽  
Analytical Research ◽  
Store Environment ◽  
Structured Questionnaire

This paper aims at analyzing the relationships between store environment and customer satisfaction of Bhat-Bhateni Supermarket and Department Store. Descriptive and analytical research designs were used in this study. Judgemental sampling technique was used to collect opinion survey data through structured questionnaire. Out of 150 questionnaires distributed to customers of Bhatbhateni Super Stores under Bhat-Bhateni Supermarket and Department Store in Kathmandu valley, only 60.61 percent of them were found practical. Compare mean test and Gamma test are used to analyse the association between customer satisfaction and store environment at Bhabhateni Super Stores. Compare means test shows that only customers’ perceptions on employees of Bhatbhateni Super Stores are different by gender. Gamma coefficients show that customer satisfaction has a significant positive association with music, lighting, assortment, interior design and employees except layout. Store environment plays an important role in business. Friendly store environment could be a good factor for supermarket to enhance customers’ satisfaction level. Keywords: Store environment, Customer satisfaction, Supermarket

scholarly journals Menciptakan Kepuasan Konsumen Dengan Pengalaman Membeli Produk

2019 ◽  
Vol 3 (2) ◽  
pp. 86-91
Author(s):  
Sukma Irdiana ◽  
Mohammad Noor Khairullah2
Keyword(s):  
Customer Satisfaction ◽  
Sampling Method ◽  
Food Delivery ◽  
Partial Least Square ◽  
Least Square ◽  
Testing Technique ◽  
Internet Users ◽  
Delivery Services ◽  
The Times ◽  
Buy Back

The number of internet users currently in Indonesia is increasingly growing, along with the development of the times and technology. One of them is the provision of food delivery services. In this research, researchers have the aim to describe how far the influence of the consumer buying experience on satisfaction and the desire to buy back online at Go Food in Surabaya. This research data was obtained through distributing questionnaires to 70 respondents using the accidental sampling method for ordering GoFood in Surabaya, who often bought using GoFood online at least three times in a period of 2 months. The data testing technique used in this research is Partial Least Square. The research proves that buying experience and online customer satisfaction sometimes does not provide a stimulus to repurchase consumers. However, optimal customer satisfaction can result in repurchases on a product or service provided. This is because buying experience and customer satisfaction does not guarantee consumers to buy back a product. However, if consumers are satisfied, consumers will spontaneously make repeat purchases. Even if consumers are satisfied, consumers will indirectly promote products to other consumers.

scholarly journals Exploring Consumer Behavior for App-based Food Delivery in Bangladesh During COVID-19

2021 ◽  
Vol 17 (1) ◽  
Author(s):  
Mohinur Akter ◽  
Nadia Afroze Disha
Keyword(s):  
Consumer Behavior ◽  
Health And Safety ◽  
Food Delivery ◽  
Safety Measures ◽  
New Era ◽  
Secondary Sources ◽  
Global Pandemic ◽  
Delivery Services ◽  
General Aspects ◽  
Structured Questionnaire

The COVID-19 pandemic has engendered a new era throughout the globe in which online food delivery apps have become a significant aspect of an individual's everyday life. This study intends to probe into the nature and patterns of consumer behavior with regard to using online food delivery services during the pandemic. While most of the existing studies focus on the general aspects of consumer behavior regarding food delivery apps, this paper aims to understand what factors motivated consumers in Bangladesh to behave in certain patterns while deciding to or not to avail app-based food delivery services during a major global crisis. Data have been collected from both primary and secondary sources, with 552 participants responding to a structured questionnaire. The study revealed that a moderately large group of people used food delivery apps, especially between June and August, by placing their trust in the food delivery companies, the restaurants and the deliverymen while the rest of the population was not as confident. The minds of the second group of consumers were heavily shrouded in uncertainty regarding whether the deliverymen, restaurants or delivery companies could be trusted with following all the required safety precautions while providing their service. In future, the findings of this study will, therefore, help the food delivery companies and the restaurants to understand the importance of adopting and following stricter health and safety measures to avoid losing business during a global pandemic.

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