IDEAS home Printed from https://ideas.repec.org/a/sae/vision/v28y2024i3p327-343.html
   My bibliography  Save this article

Customer Satisfaction and Loyalty for Online Food Services Provider in India: An Empirical Study

Author

Listed:
  • Anand Prasad Sinha
  • Praveen Srivastava
  • Sanjiv Kumar Srivastava
  • Ashok Kumar Asthana
  • Aditi Nag

Abstract

In the food sector, customers 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. The number of increased downloads of food ordering app is an indication of both popularity of these apps 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 customer. In this backdrop, this study is a novel attempt which primarily focuses on relationship amid customer satisfaction and app quality. The inter-related relationship among service quality, satisfaction of customer and their loyalty using the app has been explored. Collection of the data used stratified random sampling. A total of 380 usable data have been collected from customers who have been using this app for ordering since last one year.

Suggested Citation

  • Anand Prasad Sinha & Praveen Srivastava & Sanjiv Kumar Srivastava & Ashok Kumar Asthana & Aditi Nag, 2024. "Customer Satisfaction and Loyalty for Online Food Services Provider in India: An Empirical Study," Vision, , vol. 28(3), pages 327-343, June.
    • Handle: RePEc:sae:vision:v:28:y:2024:i:3:p:327-343
    DOI: 10.1177/09722629211034405
    as

    Download full text from publisher

    File URL: https://journals.sagepub.com/doi/10.1177/09722629211034405
    Download Restriction: no
    File URL: https://libkey.io/10.1177/09722629211034405?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:sae:vision:v:28:y:2024:i:3:p:327-343. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: SAGE Publications (email available below). General contact details of provider: .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.