Customer Perception towards Online Food Delivery Services- Development of Conceptual Model

Abstract

Purpose: The central idea of the paper is to study the influencing factors that shape the customer perception of online food delivery services and develop a conceptual model based on established customer theories and systematic literature review. Design: Secondary data is collected from books and journal papers using search engines such as Google Scholar, Research gate, SSRN, Base, Semantics and Inflibnet. Postulates and affecting factors to customer perception are proposed using the focus group interaction method. Findings: The study identified several determinants for customer usage of online food delivery services such as perceived benefits, prior experience, subjective norms and system quality which are proposed to influence the attitude and perception of the customers. Originality: This paper highlights the various affecting factors influencing the customers’ preference to use online food delivery services. Paper Type: Review of literature for the development of conceptual model.

Factors Influencing Online Food Delivery Apps Use During COVID-19 Lockdown among Female College Students in Bangladesh

“…When choosing food items from the FDAs, the customer's budget is a crucial consideration. A study found that consumers check prices when browsing various websites and choose goods with lesser pricing to be satisfied with their purchase (Frederick & Bhat, 2021). One of the key factors to keep clients, besides pricing, is delivery time.…”

“…Customers are influenced to choose FDA services by the order's speed, simplicity, and accuracy (Ling et al, 2021). Any delivery delay longer than expected will lower customer satisfaction, regardless of the road or the weather (Frederick & Bhat, 2021). Additionally, it was found in a study that knowing the routes is crucial for prompt delivery, which results in customer satisfaction when using FDAs (Jaroenwanit et al, 2022).…”

“…By physically going to a restaurant or ordering meals online, customers would not endanger themselves or risk exposure to pathogens. According to a study, autonomous last-mile deliveries, pick-ups, and contactless deliveries would make it more pleasant for the customers and lower the danger of transmission (Frederick & Bhat, 2021). Customers' interactions with the company's website, features, and product quality greatly affect the ordering experience when they order food online (Frederick & Bhat, 2021).…”

“…According to a study, autonomous last-mile deliveries, pick-ups, and contactless deliveries would make it more pleasant for the customers and lower the danger of transmission (Frederick & Bhat, 2021). Customers' interactions with the company's website, features, and product quality greatly affect the ordering experience when they order food online (Frederick & Bhat, 2021). Food presentation, visual appeal, diversity, taste, flavor, freshness, packaging, and temperature are all considered aspects of food quality (Frederick & Bhat, 2021).…”

“…The number of users in the platform-to-consumer (ordering through third-party platforms such as online mobile applications, rather than directly on a restaurant's website) category climbed by 30% during the coronavirus pandemic, from 539 million in 2019 to 704.7 million in 2020, according to statistics. By 2021, 791 million people were projected to be living in this region (Frederick & Bhat, 2021).…”