Customer Prefferences Towards Online Food Delivery Services

Bc. Olesia Hlushchenko

Bachelor's thesis

Abstract:

The bachelor thesis is devoted to the topic of “Customer Preferences Towards Online Food Delivery Services” where the author analysis how people perceive the Online Food Delivery Service and what aspects might impact its overall satisfaction. The author bases his research on the dimensional structure, where each dimension is presented by several questions. Thus, the main aim of the thesis is to evaluate what are the factors that influence the „Customer satisfaction“ in regards of online food delivery services. The author uses the Likert – scale method to analyze the answers of participants. Eventually, the author builds a model, where „Customer satisfaction “is being as a dependent variable and the rest of the factors are being as independent variables, such as “Easy to use”, “Accessibility”, “Time saving”, “Price saving”, “Attitude” towards online food delivery services. Thus, the author runs a regression model to see the correlation. Overall, the model confirms that all variables except for attitude have a statistically significant impact on customer satisfaction with food delivery online. The negative impact of attitude on customer satisfaction might be because of customers' perception of the brand, the quality of service, or other factors that were not accounted for in the study. Further research could help identify the reasons for this negative impact and suggest ways to address it. Overall, the results of the study suggest that factors such as price saving, time saving, accessibility, and ease of use are essential in creating a positive customer experience and driving customer satisfaction with food delivery online. The findings of the study could be used by food delivery companies to optimize their service and enhance the customer experience by focusing on these factors. Moreover, the study highlights the importance of conducting reliable and valid surveys to gather accurate data that could be used for decision-making and enhancing customer satisfaction.

Abstract:

The bachelor thesis is devoted to the topic of “Customer Preferences Towards Online Food Delivery Services” where the author analysis how people perceive the Online Food Delivery Service and what aspects might impact its overall satisfaction. The author bases his research on the dimensional structure, where each dimension is presented by several questions. Thus, the main aim of the thesis is to evaluate what are the factors that influence the „Customer satisfaction“ in regards of online food delivery services. The author uses the Likert – scale method to analyze the answers of participants. Eventually, the author builds a model, where „Customer satisfaction “is being as a dependent variable and the rest of the factors are being as independent variables, such as “Easy to use”, “Accessibility”, “Time saving”, “Price saving”, “Attitude” towards online food delivery services. Thus, the author runs a regression model to see the correlation. Overall, the model confirms that all variables except for attitude have a statistically significant impact on customer satisfaction with food delivery online. The negative impact of attitude on customer satisfaction might be because of customers' perception of the brand, the quality of service, or other factors that were not accounted for in the study. Further research could help identify the reasons for this negative impact and suggest ways to address it. Overall, the results of the study suggest that factors such as price saving, time saving, accessibility, and ease of use are essential in creating a positive customer experience and driving customer satisfaction with food delivery online. The findings of the study could be used by food delivery companies to optimize their service and enhance the customer experience by focusing on these factors. Moreover, the study highlights the importance of conducting reliable and valid surveys to gather accurate data that could be used for decision-making and enhancing customer satisfaction.

Keywords

Application, online delivery services, customer satisfaction, time, food delivery

Language used: English

Date on which the thesis was submitted / produced: 20. 4. 2023

Thesis defence

• Date of defence: 5. 6. 2023
• Supervisor: Ing. Štěpán Chalupa, Ph.D.
• Reader: Ing. Martin Kocourek

University College Prague – University of International Relations and Institute of Hospitality Management and Economics, Ltd.

Bachelor programme / field:
Hospitality Management / Hospitality Management