GUESTS’ SATISFACTION IN GYŐR-MOSON-SOPRON COUNTY, IN HUNGARY

Abstract

The primary goal of the study is to explore the satisfaction of Hungarian people with food delivery services, which gained popularity during the COVID-19 pandemic, in the post-pandemic period. The publication's main research questions are: to what extent are customers satisfied with the speed of food delivery and the temperature of the delivered meals? The empirical research also analyses whether the speed of delivery influences the customers' attitudes towards their connection with the catering establishments. The survey was carried out between April 10, 2022, and June 30, 2022. The sample is non-representative (N=452), with respondents being selected arbitrarily in Győr-Moson-Sopron County. Data were processed using the IBM SPSS 25.0 statistical software package. During the primary research the authors examined the current food ordering habits of the participants using statistical (descriptive, correlational) analyses. The aim of this study is to identify and evaluate the key factors that influence customer satisfaction and decision-making in the food delivery industry, providing actionable insights for service providers. The topic of the present study is the examination of the customer satisfaction and decision-making of the Hungarian population focusing on the food delivery industry. A comprehensive literature review was conducted to establish a theoretical framework and formulate hypotheses. A survey-based methodology was employed to collect data from consumers and the collected data were analysed using statistical techniques to test the formulated hypotheses and determine the relationships between the identified factors and customer satisfaction. Results and discussions: presentation and analysis of the obtained results. The study concludes that delivery speed, food temperature, price-value ratio, quality, variety and online presence are crucial factors in the customer satisfaction and decision-making in the food delivery industry. Addressing these aspects can help service providers enhance their competitiveness and improve the overall customer experience.