Empirical Analysis of Customer Satisfaction Towards Online Food Portals

ABSTRACT

Our proposed system is an online food portal that enables ease for the customers. This study examines the determinants of the customer ordering experience,to evaluate its performance and acceptability in terms of security, user-friendliness, accuracy and reliability which include website trust, customer satisfaction, service and quality, empathy.The main objective of the online food portal is to manage the details of items, delivery, food, address, shopping cart and payment. A survey was conducted, and data was collected through a questionnaire on a sample size of 103 respondents and followed convenient method of sampling. Statistical tools applied for data analysis are “Reliability Test”, “Descriptive Statistics”, “Frequency table”, “Mean Score” and “Correlation”. Results reveal that not only is there a significant positive relationship between website quality and website trust but also a significant positive relationship between service quality and customer satisfaction.Prompt service is provided to the users, the real time information on the app is easily obtainable to users.Overall, the study provides valuable insights for operating online food ordering services successfully.

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