International Journal For Multidisciplinary Research

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A Study of Customer Satisfaction with Online Food Delivery Applications

Author(s) Ritu Rapariya
Country India
Abstract Food technology has evolved over time, from cutting-edge technology in the food manufacturing process to facilitating online food delivery operations. Zomato, an Indian company, pioneered the online food industry by creating a search tool for nearby restaurants with a user-friendly interface and virtual space for comments, reviews, and assessments. This led to the evolution of the online food industry in India as a search engine rather than a delivery service. Companies like Foodpanda and Swiggy entered the market, competing for consumer attention, leading to the emergence of online food delivery applications. These platforms have become the youngest and most popular online segments in India. They serve as intermediaries between consumers and food establishments, facilitating the delivery process, bridging the gap between customers and restaurateurs, and facilitating the overall functioning of the online food delivery ecosystem. Revenue for online meal delivery enterprises is derived from commissions on food goods, typically 22% to 26% of the food item's price. However, these applications also help businesses reduce expenses related to delivery personnel wages, vehicle upkeep, fuel expenditures, and the risk of losing customers due to insufficient staff during peak periods. During discount seasons, applications allocate around 60% of the discount offered to buyers. Online meal delivery applications have been crucial in helping restaurants formulate strategic approaches to attract clients and secure their viability in a competitive environment. A study by the Interactive Advertising Bureau and Viggle showed that 69% of the overall customer base prefers using mobile devices for online orders. The Indian culinary and beverage industry has evolved, with Indian restaurants gaining global prominence due to cultural diversity and international cuisine. Online food delivery applications allow people to experience a variety of cuisines without the inconvenience of cooking and avoiding chaos and wasted time. These apps allow users to explore different restaurants and cuisines from home, place orders, and receive meals within specified timeframes, freeing up time for other productive tasks.
Keywords Online food delivery, Customer satisfaction, Zomato, foodpanda, Online meal delivery applications.
Published In Volume 5, Issue 5, September-October 2023
Published On 2023-10-13
Cite This A Study of Customer Satisfaction with Online Food Delivery Applications - Ritu Rapariya - IJFMR Volume 5, Issue 5, September-October 2023. DOI 10.36948/ijfmr.2023.v05i05.7569
DOI https://doi.org/10.36948/ijfmr.2023.v05i05.7569
Short DOI https://doi.org/gsv59v
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