CUSTOMER SATISFACTION WITH ONLINE FOOD ORDERING PORTALS IN QATAR

The recent boom in online food ordering and delivery in Qatar has led to increased competition among service providers within the industry. Identifying the lack of 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. Data was collected from 263 random customers through an online questionnaire and analyzed to test the hypotheses of the research model and answer the research questions. By applying multivariate regression analyses 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

Buying groceries online: consumer perceptions and generational cohorts

Purpose – Online grocery shopping is gaining momentum in European retailing. The purpose of this study was to investigate four theoretical consumer-oriented constructs and their influence on consumer purchase intention in this context. Additionally, this paper examined differences between two generational cohorts, Millennials and Baby Boomers. Design/methodology/approach – A quantitative study was conducted among 354 Austrian consumers. Data were analyzed using IBM SPSS version 23.0. Findings – The main results found that perceived risk has a negative relationship with purchase intention and remains particularly relevant in online grocery shopping. Prior online shopping experience, perceived online shopping convenience and grocery variety seeking were also found to influence consumer intention. With respect to generational cohorts, Baby Boomers perceived entailed risks to be higher and convenience to be lower in comparison to Millennials. The younger generation displayed higher variety seeking as well as more distinct online shopping experience and enjoyment. Practical implications – For players in the online grocery market, this study’s implications present measures to address perceived risks and effectively communicate benefits to consumers. Originality/value – Theoretically, this study provides insights into specific consumer perceptions and experiences and their effect on future shopping intention. Also, the findings add to the scarce knowledge on generational cohort segmentation in the online shopping literature

Sale the seven Cs: Teaching/training aid for the (e-)retail mix

The ‘4Ps’ of the marketing mix have long been popular with students, tutors, trainers and practitioners as a learning and teaching aid. The purpose of this paper is to present an equivalent tool for retail and e-retail: ‘Sale the 7Cs’. The approach is by reference to other authors’ versions of the marketing, retail and e-retail mixes, distilled into a simplified framework: C1 Convenience; C2 Customer value and benefit; C3 Cost to the customer; C4 Computing and category management; C5 Customer franchise; C6 Customer care and service; C7 Communication and customer relationships. This simplified mnemonic is new for (e-)retail. Mini case examples are used to illustrate the applicability. These have a practical value for trainers and educators as specimen answers to activity exercises. Retailers may find the convenient 7Cs structure useful when planning strategies and tactics

Understanding The Growth Of Takeaway Food Apps in The UK: A Supplier and Consumer Perspective

This research investigates the development, use and consumer acceptance of online takeaway food ordering (OTFO) apps in the UK. Although the online takeaway food ordering sector is well-established, it continues to improve services by bringing new technology and innovation in the sector. Among the latest technologies introduced into the sector is the development of takeaway apps. Given the recent developments and advancements in technology, there is limited evidence on how consumers view and use takeaway apps. In addition, the development and operation of the sector has so far received little attention in the academic literature. To develop a more in-depth understanding of this new technology and its adoption, the study employed a mixed methods approach. The first approach adopted a case study perspective to investigate the growth of technology within one organisation. The second approach focused on consumer acceptance of the technology through conducting in-depth semi-structured interviews (n = 12) and a questionnaire survey (n = 150). The findings from this study suggest that organisations that supply takeaway apps tend to adopt innovation to improve business growth and ensure customer satisfaction. The best way for the organisation to encourage consumers to adopt the new technology was evidenced through the marketing mix such as through television advertisements. Although organisations have been active in promoting the apps, there are still insufficient information of consumer perception of how the technology. Through investigating the consumer perspective, it was revealed that the consumer perceived the use of takeaway apps similar to purchasing takeaway food. To understand consumer acceptance of takeaway apps, the study used the Technology Acceptance Model (TAM) by studying perceived usefulness, perceived ease of use, perceived trust, perceived risk security and perceived social influence on the intention to use and actual use of the apps. This study contributes to the emerging body of knowledge on the online takeaway food ordering sector. In addition, it has an applied contribution in contributing to the development of new theory in the technology influence on university student takeaway food purchase and the acceptance of takeaway food apps

What's In Store for Home Shopping?

E.B. 96-05Home shopping is currently being tested and tried by many supermarket companies. For many, home shopping could well be one method of gaining incremental customers and sales. The major purpose of this study was to determine the current status of home shopping services in the U.S. supermarket industry and to document consumers' reactions to the home shopping services provided. In order to achieve these objectives, an integrated approach was employed consisting of a four part methodology: 1) a comprehensive review of research, trade literature, and other secondary information, 2) a mail survey to selected supermarket companies, 3) field visits and interviews with supermarket companies, and 4) consumer focus groups comprised of past, current and potential home shoppers

An Examination of a Multidimensional Model of Customer Satisfaction with Internet Purchasing

The World Wide Web and Internet have transformed the competitive business environment and altered the customer-firm relationship by creating a new retailing format and service enterprise. It is rapidly growing as a competitive distribution medium in which customer satisfaction will be a major success factor in the development and maintenance of this new retailing format. Despite its growing importance as a new shopping medium, little empirical research has been conducted that examines the relationship between Internet shopping, customer satisfaction, company image, and future online purchasing. Research is needed to develop theoretical models that will systematically explain and predict behavior related to Internet shopping. The purpose of this dissertation research was to examine how consumers become satisfied with an Internet purchasing experience, how company image is impacted by the shopping experience, and how satisfaction and company image affect future purchase behavior. Specifically, the constructs of information quality, ease of use, value, and expectation congruency were examined to determine their influence on satisfaction and company image in the context of shopping over the Internet. In order to assess the various relationships that exist in the proposed model of customer satisfaction with Internet purchasing, a structural modeling approach was employed. In addition, analysis of variance test of significance was conducted to determine if there were any differences in the mean ratings of satisfaction with an Internet purchase among different groups of consumers. Overall, the results of testing the model in this study support the assertion that a positive and direct relationship exists between customer satisfaction and the intention to continue shopping at a firm\u27s Web site. The results also provide evidence for the factors that significantly influence satisfaction with online shopping. Economic value and ease of use were found to have a positive and direct effect on consumer satisfaction with an Internet purchasing experience. These findings may be important for marketing managers because they can provide guidelines for planning Internet strategies to develop customer satisfaction and maintain customer loyalty. A positive and direct effect between company image and consumers\u27 desires to continue shopping on the firm\u27s Web site was also statistically supported by the data. The factors found to influence a positive company image after shopping at a firm\u27s Web site are ease of use and economic value. The results of the study also revealed that expectations and frequency of Internet shopping affected consumer\u27s ratings of satisfaction. The findings from this study may provide future researchers with evidence to expand their understanding of how the electronic retail medium of the Internet impacts the customer-firm relationship. In summary, this study provides empirical support for the factors that influence satisfaction with an Internet shopping experience, company image, and future purchasing behavior from a firm\u27s Web site

The value proposition of food delivery apps from the perspective of theory of consumption value

Purpose The theory of consumption values (TCV) has successfully explained much consumer choice behavior, but few studies have investigated the values that drive food-delivery application (FDA) use. This study aims to bridge this gap by extending the TCV to the FDA context to examine food consumption-related values and interpreting and rechristening generic consumption values to adapt the TCV to the FDA context. Design/methodology/approach An explorative mixed-method research approach was taken to conduct focus group discussions with 20 target users to develop the questionnaire and then administer it for a cross-sectional survey (pen and pencil) to FDA users aged 22–65 years; 423 complete responses so received were analyzed using structural equation modeling. Findings The findings show that epistemic value (“visibility”) is the chief driver of purchase intentions toward FDAs, followed by conditional (“affordances”), price (part of functional value) and social value (“prestige”). Food-safety concerns and health consciousness (proposed as part of functional value) did not share any statistically significant association with purchase intentions toward FDAs. Research limitations/implications The findings of this study are insightful for FDA service providers competing for higher shares in the market by helping them understand ways to influence consumer choices and purchase intentions. Originality/value It is the first study that combines FDAs 2014 an online service that it is attracting a lot of investment 2014and TCV which has continued to be one of the most relevant theories of consumer behavior. It extends the TCV by adapting it to the FDA context with food-consumption-related values. Thus, it adds to the relatively scant literature on FDAs on the whole which is essential, as FDAs represent the business model of new economy, i.e. online-to-offline (O2O). Finally, this study formulates a conceptual framework that may serve as the basis of future research.publishedVersio

E-teenuse kvaliteedi ja toidu kvaliteedi roll klientide rahulolus veebipõhise toidu kohaletoimetamise teenusega

Master’s thesis Curriculum in Agri-Food Business ManagementThe current age requires that almost all human endeavors be fast-paced. This has brought about the need for food to be ordered online as customers may not have the luxury of time to cook food by themselves or the least go to restaurants to eat therein. However, it is also expected that such service be rendered in consideration of certain qualities that will adequately satisfied customers. Although there are many related studies to the current one i.e. Prabowo & Nugroho (2018) in the context of Indenesia, Dang et al (2018) focuses on Haoni, Vietnam while author as Siddiqi (2011) focuses on banking sector in Bangladesh. The current study seeks to examine the role of e-service quality and food quality in influencing customers’ satisfaction towards online food delivery service in Estonia. The goal is to see how both e-service quality and food quality can help to influence customers’ satisfaction towards adopting OFD service. Two main types of data, primary and secondary data were used; the secondary setting a theoretical basis for the empirical work. The primary data is quantitative nature, suggesting that research adopted a survey using questionnaire to elicit data from respondents. 154 persons responded by answering the questions accordingly. The questionnaire contained 14 questions 10 close-ended and 4 open-ended questions. Quantitative data was analysed using descriptive analysis attended with tabular representation of data as well as with charts followed by a correlation analysis, while the open ended was done through discussion. To this end, the finding of study reveals that both e-service quality and food quality are factors that satisfy customers’ towards online food delivery service, as respondents’ opinions show a direct relationship between the level of quality in the two variables and customers’ behavioural pattern. This result agrees with those of Persad & Padayachee (2015) and Lee & Joshi (2007) among others, who have earlier researched in this area of study but from different contexts. Therefore, stakeholders, in restaurants and the major players in the e-service end must ensure that these qualities are present in their services in order to satisfy customers towards adopting OFD service.Praegune ajastu nõuab inimestelt tõtlikkust pea kõigis ettevõtmistes. See on tekitanud vajaduse tellida toitu veebist, kuna klientidel ei pruugi olla piisavalt aega, et ise toitu valmistada või vähemalt söögikohta minna. Siiski oodatakse ka, et sellise teenuse osutamisel arvestataks kindlate omadustega, et kliente piisavalt rahuldada. On olemas mitmeid käesolevale uurimistööle sarnaseid uurimusi. Näiteks Prabowo & Nugroho (2018) Indoneesia kontekstis, Dang et al (2018) keskenduvad Hanoile Vietnamis, samas kui Siddiqi (2011) keskendub pangandussektorile Bangladeshis. Siinse uurimistöö eesmärk on uurida e-teeninduse ning toidu kvaliteedi mõju klientide rahulolule veebipõhise toidu kullerteenuse süsteemiga Eestis. Peamiseks eesmärgiks on näha, kuidas nii e-teeninduse, kui ka toidu kvaliteet aitavad mõjutada klientide rahulolu veebipõhise toidu kullerteenusega. Autor kasutas uurimistöö käigus peamiselt kahte liiki andmeid: esmaseid andmeid ning sekundaar. Esmased andmed on kvantitatiivse loomuga, mis viitab sellele, et uurimistöö kasutas küsimustiku põhist uuringut, et vastajatelt uurimisandmeid saada. Uuringu käigus vastas küsimustikule 154 inimest. Küsimustik koosnes 14 küsimusest, millest 10 olid valikvastustega ning neli avatud küsimused. Kvantitatiivseid andmeid analüüsis autor kirjeldava analüüsi meetodil tabulaarse esitlusega ning diagrammidega korrelatsioonanalüüsis. Avatud küsimuste vastuseid analüüsis autor arutlevalt. Uuringu tulemustest selgub, et nii e-teeninduse, kui ka toidu kvaliteet on olulised tegurid klientide rahulolus toidu kullerteenusega, kuna vastajate arvamused näitavad selget suhet toidu ja e-teeninduse kvaliteedi ning klientide käitumismustrite vahel. See tulemus on kooskõlas Persad & Padayachee (2015), Lee & Joshi (2007) ning teiste uurimuste tulemustega, mis uurimisvaldkonnas teistes kontekstides läbi on viidud. Seetõttu peaksid restoranide omanikud ning peamised e-teenuse pakkujad tagama kvaliteedi oma teenustes, et rahuldada kliente veebipõhise toidu kullerteenuse kasutamisel

Exploring green and logistics service quality of Thai logistics service providers

The emergence of environmental or green issues in global supply chains has made it an essential practice to measure the performance of organisations of not only from their financial and management perspectives but also their environmental performance, particularly logistics service providers (LSPs) as service providers. There has been little work done during last two decades linking the three topics of green service quality (GSQ), logistics service quality (LSQ), and the Thai government’s logistics performance index (TLPI) for the logistics sector. The objective of this thesis was to investigate issues pertaining to GSQ and LSQ, and their impact on the TLPI for logistics providers in Thailand.Based on an extensive literature review, three research questions were proposed for this thesis to address gaps in the body of knowledge. GSQ is a new area of theory development and few research studies have focussed on the on the integration of both green and logistics service quality. The study used a rigorous three-phase methodological framework originally developed for the marketing discipline for item and scale development and applied more recently to logistics research.A mixed method approach used semi-structured interviews in Phase One, in conjunction with the literature, to generate and develop variables of GSQ and LSQ. These variables were tested in a Phase Two empirical study of Thai LSPs and their customers using a questionnaire survey. Finally, in Phase Three structured interviews were conducted to verify and validate the overall results.The findings indicate that LSQ has a positive and significant effect on TLPI, and that effect is more pronounced when GSQ measures are included. Such measures indirectly affect TLPI through LSQ. The findings also propose a final set of twenty-eight GSQ and LSQ variables of importance to LSP performance as perceived by Thai LSPs and their customers, and are related generally to green safety, regulations and collaboration; time and services; order service quality; and order procedures competencies. In light of this study, Thai LSPs should consider introducing GSQ as part of their business and the Thai government might include GSQ measures as part of its TLPI

The role of customer inspiration and relationship quality in engaging the online experience: insights from Kuwait and Portugal

The main research objective of the current thesis is to analyse the relationship between the online experience and customer engagement considering moderators and mediators and compare between Kuwait and Portugal. The thesis provides a systematic literature review on the online experience, customer inspiration, relationship quality, customer engagement, e-commerce, and national culture. Next, we conducted in-depth interviews with seven participants from Kuwait and Portugal, which allowed us to understand similarities and differences in online customer purchasing experience perceived by Kuwait and Portuguese customers and contributed to creating the conceptual model to be analysed in the quantitative approach. We used two Qualtrics panel samples for the qualitative research, one with 210 participants from Kuwait and another with 240 from Portugal. Major findings reveal that (i) customer empowerment strengthens the relationship between customer perceived value and online engagement, (ii) cooperation, e-commerce, and cultural perceptions are three relevant factors contributing to form three clusters of participants from Kuwait and Portugal, (iii) both online relationship quality and customer inspiration act as mediators in the relationship between the online experience and customer engagement, (iv) and finally there are differences between Kuwait and Portugal in engaging online, based on cultural differences. Managers can benefit from our research by offering an immersive online experience to their customers. Through stimulating online experiences, firms can inform customers about their products and services, educate their stakeholders about various subjects and, above all, manage a collaborative and participatory digital environment.O principal objetivo de investigação desta tese é analisar a relação entre a experiência online e o compromisso do cliente, considerando diferentes moderadores e mediadores e comparando entre o Kuwait e Portugal. A tese oferece uma revisão sistemática da literatura sobre a experiência online, inspiração do cliente, qualidade de relacionamento, compromisso do cliente, e-commerce e dimensões culturais. Em seguida, realizamos entrevistas em profundidade com sete participantes do Kuwait e de Portugal, o que nos permitiu compreender semelhanças e diferenças na experiência de compra destes clientes e contribuiu para a criação do modelo conceptual a ser analisado na abordagem quantitativa. Utilizámos duas amostras de painéis da plataforma Qualtrics para as pesquisas qualitativas, uma com 210 participantes do Kuwait e outra com 240 participantes de Portugal. As principais conclusões revelam que (i) o fortalecimento do cliente reforça a relação entre o valor percebido do cliente e o compromisso online, que (ii) a cooperação, o e-commerce e as perceções culturais são três fatores relevantes que contribuem para a formação de três grupos de consumidores, que (iii) tanto a qualidade da relação online como a inspiração do cliente atuam como mediadores na relação entre a experiência online e o compromisso do cliente, e finalmente, que (iv) existem diferenças entre o Kuwait e Portugal no envolvimento online, com base nas diferenças culturais. Os gestores podem beneficiar da nossa pesquisa oferecendo uma experiência online imersiva aos seus clientes. Através do estímulo de experiências online, as empresas podem informar os clientes sobre os seus produtos e serviços, educar os seus "stakeholders" sobre vários assuntos e, acima de tudo, gerir um ambiente digital colaborativo e participativo