CONSUMER PERCEPTION TOWARDS ‘ONLINE FOOD ORDERING AND .

Journal of Management (JOM)Volume 5, Issue 5, September-October 2018, pp. 155–163, Article ID: JOM 05 05 015Available online at http://www.iaeme.com/JOM/issues.asp?JType JOM&VType 5&IType 5ISSN Print: 2347-3940 and ISSN Online: 2347-3959CONSUMER PERCEPTION TOWARDS ‘ONLINEFOOD ORDERING AND DELIVERY SERVICES’:AN EMPIRICAL STUDYJyotishman DasPGDM Student, Batch 2017-19,Balaji Institute of Telecom and Management, Pune, IndiaABSTRACTThe mobile application era has thrown open a new pathway for today’s marketing.The mobile application has made all traditional modes of business outdated andgenerated amazing new possibilities in business. Mobile application is a combinationof marketing acumen and technology – uses the Internet as a medium to advertise andsell services and goods. Today, more people are getting connected through mobileapplication and they are ready to trade through it. It also affects the operation ofcompanies and organizations. Companies have changed their traditional businessstrategies into online marketing to suit customer needs and taste at any time. Thisresearch paper aims to discuss the consumer’s perception towards the online foodordering and delivery services in Pune. The survey was conducted for a purposefulanalysis of the study on around 153 respondents. The research is focused on the studyand analysis of data collected from all those users who are already using the onlinefood delivery services. The purpose is to know what are the influencing factors, theirperceptions, needs, positioning of various attributes of different online portals in theirmind and overall satisfaction towards online food delivery services. To achieve theobjective, data from different areas of Pune have been collected and also visitedrestaurants to know their point of view. Four parameters are taken underconsideration for analysis using positioning study (perceptual mapping).Key words: Online food delivery service, consumer perception, consumer preferences,current customer feedback, expectations of consumers, mobile applications.Cite this Article: Jyotishman Das, Consumer Perception Towards „Online FoodOrdering and Delivery Services‟: An Empirical Study, Journal of Management, 5(5),2018, pp. e JOM&VType 5&IType 51. INTRODUCTIONTechnology has played a key role in revolutionizing the food delivery service, it hascontributed to the changes in consumer preferences as their dependency of technology hasmotivated them to do everything online comprising getting cooked meals delivered to theirdoorstep. Convenience is the prime factor to the consumers, as to place an order is as simpleas few clicks on any mobile devices. Technological dependency, convenience and less @iaeme.com

Jyotishman Dastaken for the food to be delivered aids as a good reason for the consumers to choose theservices offered by the online food ordering and delivery service portals.The popularity of online food ordering and delivering services is steadily growing,expectations of the users are also increasing. This research paper is aimed to investigateconsumers‟ views about the services they receive from different portals. This paper will helpthe service providers to understand the consumers‟ perception, needs and views on the basisof the result of a survey.To start this discussion, a look at the relevant literature, particularly in relation to theonline food ordering and delivering services has been described below. The survey and itsresults, followed by findings and conclusion on how the consumers perceive the services canbe used by the online food delivery service businesses to develop better strategies to markettheir mobile applications successfully.2. LITERATURE REVIEWAccording to Serhat Murat Alagoz & Haluk Hekimoglu (2012), e-commerce is rapidlygrowing worldwide, the food industry is also showing a steady growth. In this research paperthey have used the Technology Acceptance Model (TAM) as a ground to study the acceptanceof online food ordering system. Their data analysis revealed that the attitude towards onlinefood ordering vary according to the ease and usefulness of online food ordering process andalso vary according to their innovativeness against information technology, their trust in eretailers and various external influences.According to H.S. Sethu & Bhavya Saini (2016), their aim was to investigate thestudent‟s perception, behavior and satisfaction of online food ordering and delivery services.Their study reveals that online food purchasing services help the students in managing theirtime better. It is also found that ease of availability of their desired food at any time and at thesame time easy access to internet are the prime reasons for using the services.According to Sheryl E. Kimes (2011), his study found that perceived control andperceived convenience associated with the online food ordering services were important forboth users and non-users. Non-users need more personal interaction and also had highertechnology anxiety to use the services.According to Leong Wai Hong (2016), the technological advancement in many industrieshave changed the business model to grow. Efficient systems can help improve theproductivity and profitability of a restaurant. The use of online food delivery system isbelieved that it can lead the restaurant‟s business grow from time to time and will help therestaurants to facilitate major business online.According to Varsha Chavan, et al, (2015), the use of smart device based interface forcustomers to view, order and navigate has helped the restaurants in managing orders fromcustomers immediately. The capabilities of wireless communication and smart phonetechnology in fulfilling and improving business management and service delivery. Theiranalysis states that this system is convenient, effective and easy to use, which is expected toimprove the overall restaurant business in coming times.According to Hong Lan, et al, (2016), online food delivery market is immature yet; thereare some obvious problems that can be seen from consumers‟ negative comments. In order tosolve these problems, we can neither rely merely on the self-discipline of online food deliveryrestaurants nor the supervision and management of online food delivery platforms. Only bytaking laws as the criterion, with the joined efforts of the online food delivery platforms andrestaurants, the government departments concerned, consumers and all parties in the society,can these problems be solved and a good online take away environment can be itor@iaeme.com

Consumer Perception Towards „Online Food Ordering and Delivery Services‟: An Empirical Study3. OBJECTIVES OF THE STUDY3.1. Primary ObjectiveTo study how online food delivery services are perceived by the consumers.3.2. Secondary Objective To analyse what are the various factors that influences the consumers to choose online fooddelivery services.To analyse the most preferred online food delivery service portal by consumers.To know what are the factors that hinders consumers to use online food delivery services.4. SCOPE OF THE STUDYThe study is basically conducted to know how consumers perceive the online food deliveryservices. The perception of consumers may vary under different circumstances. From thisstudy, we can have a better understanding of the „Online Food Delivery Service Market‟. Wewill know about the consumer perception regarding the services they provide in Pune area andwill get to know the variables affecting their perception. Therefore, these findings may helpthe service providers to work upon on these variables to fill up the gaps in the mindset ofconsumers.5. RESEARCH METHODOLOGYThe study is based on the collection of primary data. Quantitative research method was usedin this research so as to investigate and observe the collected data with the help of statistical,mathematical and computational techniques. A structured questionnaire was designed withclose-ended and open-ended questions. It was designed in such a manner so that it caters allthe areas of study. The survey was conducted in different areas of Pune and around 153responses were collected. As the population was small & homogeneous, all subsets of theframe are given an equal probability. Thus non-probability sampling method was used. Undernon-probability technique, convenience sampling method was used. The population consist ofthe students, self-employed, homemaker, private company employee and business owners ofdifferent areas in Pune. For all variables used in the study, multi-item scales (5-point, Likerttype) ranging from strongly agree (5) to strongly disagree (1) are used.6. LIMITATION OF THE STUDYA small sample size of 153 respondents have been taken for study which is carried out indifferent areas of Pune, so the findings may not be applicable to the other parts of the countrybecause of social and cultural differences.7. DATA ANALYSIS & INTERPRETATIONFigure 1 Users of online food ordering and delivery itor@iaeme.com

Jyotishman DasInterpretationFrom the above analysis, it can be concluded that:Out of total respondents 153, 76% (i.e. 116 respondents) of the total respondents use theonline food delivery services and rest 24% (i.e. 37 respondents) do not use online fooddelivery services.7.1. Positioning Study (Perceptual Map)Perceptual mapping is a diagrammatic technique used by asset marketers that attempts tovisually display the perceptions of customers or potential customers. Perceptual Map is agraphical representation of the positioning of various brands on the mind of customers withrespect to some major factors such as Better choice of restaurants, Better discounts, On-timedelivery, and Customer services.5.00 .001.502.00FoodpandaUber Eats2.502.003.003.50Swiggy4.004.50 choice5.00Betterof restaurants1.501.000.500.00Figure 2InterpretationFrom the above analysis it can be concluded that: ZOMATO is best in terms of providing „Better Discounts‟ and good in terms of providing„Better Choice of Restaurants‟. SWIGGY is good in terms of providing „Better Discounts‟ but lag in terms of providing„Better Choice of Restaurants‟. FOODPANDA is good in terms of both providing „Better Discounts‟ and „Better Choice ofRestaurants‟. UBER EATS is average in terms of providing „Better Discounts‟ and „Better Choice ofRestaurants‟ due to their location constraints. For this reason, consumers opt to other asp158editor@iaeme.com

Consumer Perception Towards „Online Food Ordering and Delivery Services‟: An Empirical StudyCustomer ber 505.00On timedelivery1.501.000.500.00Figure 3InterpretationFrom the above analysis it can be concluded that: ZOMATO is the best in terms of providing on time delivery and good in terms of customerservice. For this reason most of the consumers opt to choose ZOMATO over other online fooddelivery service portal. SWIGGY is good in terms of providing on time delivery and best in terms of customer servicewhich acts as a motivator for the consumers. This helps in strong presence & demand in &around Pune. FOODPANDA is good in terms of providing on time delivery and customer service. Uber EATS is average in terms of providing on time delivery and customer service. As theyare new in the Pune market, they might require some more time to expand their serviceavailability to entire Pune and achieve better responses in near future.7.2. Reliability Test to Analyse the Internal Consistency among the Factors thatEncourages to opt for Online Food Delivery ServicesH0: There exists no internal consistency among the six factors.H1: There exists an internal consistency among the six factors.Six factors considered during analysis are: Ease & Convenience Cost Effectiveness 24x7 Availability Easy Mode of Payment Doorstep Delivery Choice of 9editor@iaeme.com