Title: Food apps to create competitive advantage and enhance customer satisfaction

Authors: Shamsher Singh

Addresses: BCIPS (GGSIP University), New Delhi, India

Abstract: Online food ordering by using food apps is becoming a trend in urban areas in India. This study is based on the application of technology especially food apps to create competitive advantage and enhance customer satisfaction. Survey was conducted to collect primary data from 100 respondents to find satisfaction level and understand the use of food apps. Frequency analysis and ANOVA was used for analysing the data in SPSS. Study found that customers are satisfied with different features such as 'clarity of price, variety of food items, food is served hot and fresh, correct & complete food is delivered'. Study does not find any significant difference in customers response based on demographic profile. However, they are significant factors related to food delivery such as 'timely delivery, hot and fresh food, order only when there are promotional schemes, price clarity, neat and clean delivery person and service excellence'.

Keywords: food apps; customer satisfaction; competitive advantage.

DOI: 10.1504/WREMSD.2023.130610

World Review of Entrepreneurship, Management and Sustainable Development, 2023 Vol.19 No.3/4/5, pp.218 - 229

Received: 17 Dec 2019
Accepted: 01 Nov 2020
Published online: 02 May 2023 *

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