Customer Satisfaction with Online Food Ordering Portals in Qatar

Abstract

The recent boom in online food ordering and delivery in Qatar has led to increased competition among service providers within the industry. Identifying the gap in research in the context of Qatar's online food industry, this study aims to determine the key success factors that lead to customer satisfaction and loyalty, as well as customers' satisfaction levels with their respective service providers. 263 surveys were randomly collected through an online questionnaire and analyzed to test the hypotheses of the research model and answer the research questions. By applying path analysis to assess the proposed model, this study confirms that while restaurant quality has no direct effect on customer satisfaction and loyalty, service provider quality does. Moreover, this study sheds light on the mediation role of customer satisfaction on the relationship between service provider quality and loyalty. Overall, the study provides valuable insights for the successful operation of online food ordering services in Qatar.

Consumer Adoption of Online Food Delivery Ordering (OFDO) Services in Pakistan: The Impact of the COVID-19 Pandemic Situation

“…The demand of people has increased towards OFDO services due to the offered ease from innovative technology in terms of space and time. OFDO services satisfy the needs of individuals residing in urban areas by delivering quick and convenient food to their doorstep during or after long working days [34,35]. Most people are switching to OFDO services in the recent time period because of the present pace of life and opportunity to search for other restaurants within the locality that offer different cuisine types [34,35].…”

“…OFD apps provide more food choices, ratings, and reviews and offer quick order handling. Tech-savvy customers have acknowledged these evolving OFD apps [34]. OFDO services have modified the consumers' nature and enable them to think about and plan fresh and healthy meals via internet technology instead of preparing food themselves or going to a restaurant to buy food for dine-in or takeaway to their offices or at homes [35].…”

“…It has been seen that OFDO services save consumers time and provide convenience to them as they can order their favorite meal without leaving their offices or homes [35]. Digitization satisfies the fundamental needs of consumers by offering OFDO services [34]. Moreover, the OFD market is growing rapidly with the fast increase in online ordering and influences the food industry as it has the potential to expand businesses, enhancing employee productivity and developing a big database of customers [31,36].…”

A behavioral study on the factors influencing selection of restaurants online during COVID-19 using multivariate statistical analysis

“…Research [1] undertaken in Chennai concluded that factors such as shopping at a convenient time, cash on delivery option, trust and past purchase experience, real time of other consumer's feedback are having a positive influence on consumer satisfaction in online shopping. Similar research [4] conducted in Qatar identified that the quality of online food delivery service providers have a positive impact and the quality of restaurants has no impact on the customers' satisfaction.…”

“…Price, quality, and service are found [6] to be the significant predictor variables for customer satisfaction. Among the restaurant quality and service provider quality, the latter seems to have a greater influence on customer satisfaction [16]. In online food ordering, customer satisfaction is proved to have a significant positive relationship with customer loyalty [13].…”