Abstract
In the food sector, customer have been voting by their feet since ages. However, due to the technological changes clubbed with present COVID-19 pandemic, the trend has changed rapidly. Customers are confined to their home and technology has emerged as the only saviour. Increase in the number of downloads of food ordering app is an indication of both popularity of this app and helplessness of the present age customer. With restricted movement, they have these apps to either get the food delivered at their doorstep or take away with pre-orders. Hence, it becomes imperative for the app designer and food service provider to brainstorm and develop an app which can focus on the customer ease rather than forcing their design and interface to the customer. In this backdrop, the present study is a novel attempt which primarily focuses on the relationship between app quality and customer satisfaction.
Highlights
Ever advancing technology has contributed significantly in revolutionising the process of food delivery service ordered through mobile app and online
App design quality is considered as a success and significant aspect for online marketing setting (Marcus and Gould, 2000), so an appropriate as well as suitable design needs to be created to align with local culture and language (Gommans et al, 2001).Another important key factor i.e. customer satisfaction has been studied in the framework of online marketing success (McKnight and Chervany, 2002) as it contributes to maintaining long term viable relationship with clienteles (Morgan and Hunt, 1994)
Outcome of the analysis shows that online service delivery companies have emphasized on more on information quality, payment system and security/privacy of the customer through app design
Summary
Ever advancing technology has contributed significantly in revolutionising the process of food delivery service ordered through mobile app and online. It is a well-established fact that the online order are at its peak during lunch dinner time, and it highlights convenience of customers This current study investigates the relationship impact amid customer loyalty and satisfaction with mobile app design quality-comprising of info quality, safety, privacy and safety in payment arrangement as well as service quality comprising of courtesy, responsiveness, delivery process system, and reliability as critical factors for satisfying customers and increasing their loyalty in favour of online food service providers. On this backdrop, the paper showcases the literature that integrate the factors determining conceptual model and tested five hypotheses. Many people are not well acquainted with such modern technology apps so it is important that the mobile apps and software should be user friendly online food ordering system
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