IDEAS home Printed from https://ideas.repec.org/a/aif/journl/v22y2023i1p23-40.html
   My bibliography  Save this article

Customer Satisfaction in Online Food Ordering during COVID-19:The Role of Hygiene Factors in Bangladesh

Author

Listed:
  • Tama Chowdhury

    (Department of Business Administration, Notre Dame University Bangladesh, Dhaka, Bangladesh.)

  • Tanseer Hossain

    (Department of Business Administration, Notre Dame University Bangladesh, Dhaka, Bangladesh.)

Abstract

It has been self-evident that consumers are essential stakeholders in companies, and their satisfaction is management's top concern. In recent years especially during the COVID-19 pandemic, the usage of online food delivery applications has drastically increased along with the embracement of new technologies in almost every corner of Bangladesh. Thus, with increased competition in the market, quality of service has become an essential aspect of customer satisfaction. Considering the hazard of COVID-19, the World Health Organization (WHO) strictly emphasizes on maintenance of hygiene along with other guidelines. The relationship between customer satisfaction with hygiene factors has been confirmed by some researchers, although few studies have been conducted solely on the topic. This descriptive research aims to identify and examine the relationship between customer satisfaction and hygiene factors while ordering food online during COVID-19 in Bangladesh. A combination of simple random sampling under the probability sampling techniques and snowball sampling under the nonprobability sampling techniques has been used to collect quantitative data from customers of Dhaka city. Reliability tests, Multiple regression analyses, and Pearson correlation have been conducted with the help of SPSS to analyze the data. Findings suggest that hygiene factors should be prioritized to ensure customer satisfaction. Quality of food and packaging of food has been found to be two of the most important variables under hygiene factors from this study. It has provided results that could be useful to managers and employees in the online food delivery industry for strategic planning and to achieve a sustainable business model.

Suggested Citation

  • Tama Chowdhury & Tanseer Hossain, 2023. "Customer Satisfaction in Online Food Ordering during COVID-19:The Role of Hygiene Factors in Bangladesh," International Journal of Science and Business, IJSAB International, vol. 22(1), pages 23-40.
    • Handle: RePEc:aif:journl:v:22:y:2023:i:1:p:23-40
    as

    Download full text from publisher

    File URL: https://ijsab.com/wp-content/uploads/2093.pdf
    Download Restriction: no
    File URL: https://ijsab.com/volume-22-issue-1/5680
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Charlene Li & Miranda Mirosa & Phil Bremer, 2020. "Review of Online Food Delivery Platforms and their Impacts on Sustainability," Sustainability, MDPI, vol. 12(14), pages 1-17, July.
    2. Jozef Bucko & Lukáš Kakalejčík & Martina Ferencová, 2018. "Online shopping: Factors that affect consumer purchasing behaviour," Cogent Business & Management, Taylor & Francis Journals, vol. 5(1), pages 1535751-153, January.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Yongrong Xin & Muhammad Irfan & Bilal Ahmad & Madad Ali & Lanqi Xia, 2023. "Identifying How E-Service Quality Affects Perceived Usefulness of Online Reviews in Post-COVID-19 Context: A Sustainable Food Consumption Behavior Paradigm," Sustainability, MDPI, vol. 15(2), pages 1-16, January.
    2. Junming Liu & Weiwei Chen & Jingyuan Yang & Hui Xiong & Can Chen, 2022. "Iterative Prediction-and-Optimization for E-Logistics Distribution Network Design," INFORMS Journal on Computing, INFORMS, vol. 34(2), pages 769-789, March.
    3. Aqib Habib & Muhammad Irfan & Mohsin Shahzad, 2022. "Modeling the enablers of online consumer engagement and platform preference in online food delivery platforms during COVID-19," Future Business Journal, Springer, vol. 8(1), pages 1-18, December.
    4. Carlos Hernández-Mejía & Delia Torres-Muñoz & Everardo Inzunza-González & Carlos Sánchez-López & Enrique Efrén García-Guerrero, 2022. "A Novel Green Logistics Technique for Planning Merchandise Deliveries: A Case Study," Logistics, MDPI, vol. 6(3), pages 1-19, August.
    5. Melián-González, Santiago, 2022. "Gig economy delivery services versus professional service companies: Consumers’ perceptions of food-delivery services," Technology in Society, Elsevier, vol. 69(C).
    6. Mohammed Arshad Khan & Vivek & Syed Mohd Minhaj & Mohd Afzal Saifi & Shahid Alam & Asif Hasan, 2022. "Impact of Store Design and Atmosphere on Shoppers’ Purchase Decisions: An Empirical Study with Special Reference to Delhi-NCR," Sustainability, MDPI, vol. 15(1), pages 1-24, December.
    7. Reham M. Algheshairy & Raghad M. Alhomaid & Mona S. Almujaydil & Hend F. Alharbi & Woroud A. Alsanei, 2022. "Influence of Using Food Delivery Applications on Adult Saudi Female Dietary Habits and Preferences during COVID-19 Lockdown Restrictions: Attitude Survey," IJERPH, MDPI, vol. 19(19), pages 1-14, October.
    8. Christina Kleisiari & Marie-Noelle Duquenne & George Vlontzos, 2021. "E-Commerce in the Retail Chain Store Market: An Alternative or a Main Trend?," Sustainability, MDPI, vol. 13(8), pages 1-21, April.
    9. Bogdan Włodarczyk & Waldemar Cudny, 2022. "Individual Low-Cost Travel as a Route to Tourism Sustainability," Sustainability, MDPI, vol. 14(17), pages 1-21, August.
    10. Amicarelli, Vera & Lagioia, Giovanni & Sampietro, Stefania & Bux, Christian, 2022. "Has the COVID-19 pandemic changed food waste perception and behavior? Evidence from Italian consumers," Socio-Economic Planning Sciences, Elsevier, vol. 82(PA).
    11. Ana Marija Filipas & Nenad Vretenar & Ivan Prudky, 2023. "Decision trees do not lie: Curiosities in preferences of Croatian online consumers," Zbornik radova Ekonomskog fakulteta u Rijeci/Proceedings of Rijeka Faculty of Economics, University of Rijeka, Faculty of Economics and Business, vol. 41(1), pages 157-181.
    12. Pankaj Tiwari, 2021. "Electronic banking adoption in Ethiopia: an empirical investigation," SN Business & Economics, Springer, vol. 1(9), pages 1-28, September.
    13. Priyanka Mitra & Yanwu Zhang & Bijon Kumer Mitra & Rajib Shaw, 2023. "Assessment of Impacts and Resilience of Online Food Services in the Post-COVID-19 Era," Sustainability, MDPI, vol. 15(17), pages 1-17, September.
    14. Fernando González-Aleu & Jesús Vázquez Hernandez & Ricardo Ramirez & Carlos M. Linares & Jorge A. Peinado & Jay Daniel, 2022. "Strategic planning for repurposing kitchen equipment production operations during COVID-19 pandemic," Operations Management Research, Springer, vol. 15(3), pages 1241-1256, December.
    15. Nguyen, Binh Hai Thi & Nguyen, Luan Thanh, 2022. "Factors affecting consumers' intention to shop online on TikTok social network in Ho Chi Minh City," MPRA Paper 119044, University Library of Munich, Germany.
    16. Fan, Zhang & Yanjie, Ji & Huitao, Lv & Yuqian, Zhang & Blythe, Phil & Jialiang, Fan, 2022. "Travel satisfaction of delivery electric two-wheeler riders: Evidence from Nanjing, China," Transportation Research Part A: Policy and Practice, Elsevier, vol. 162(C), pages 253-266.
    17. Ganesh Dash & Syed Akmal & Prashant Mehta & Debarun Chakraborty, 2022. "COVID-19 and E-Learning Adoption in Higher Education: A Multi-Group Analysis and Recommendation," Sustainability, MDPI, vol. 14(14), pages 1-20, July.
    18. Sunarso Radhitya V.P. & Wibowo Budhi S., 2023. "The Impact of Consolidating On-Demand Food Delivery on Sustainability: A Simulation Study," LOGI – Scientific Journal on Transport and Logistics, Sciendo, vol. 14(1), pages 286-297, January.
    19. Quy Nguyen-Phuoc, Duy & An Ngoc Nguyen, Nguyen & Nguyen, Minh Hieu & Ngoc Thi Nguyen, Ly & Oviedo-Trespalacios, Oscar, 2022. "Factors influencing road safety compliance among food delivery riders: An extension of the job demands-resources (JD-R) model," Transportation Research Part A: Policy and Practice, Elsevier, vol. 166(C), pages 541-556.
    20. René Vásquez-Ordóñez, Luis & Lassala, Carlos & Ulrich, Klaus & Ribeiro-Navarrete, Samuel, 2023. "Efficiency factors in the financing of renewable energy projects through crowdlending," Journal of Business Research, Elsevier, vol. 155(PB).

    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:aif:journl:v:22:y:2023:i:1:p:23-40. 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.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with 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: Farjana Rahman (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.