Customer Satisfaction and Loyalty for Online Food Service Providers in Jharkhand State: An Empirical Study

Abstract

In the food sector, customers have been voting by their feet for ages. However, due to the technological changes in the present COVID-19 pandemic, the trend has changed rapidly. Customers are confined to their homes, and technology has emerged as the only savior. An increase in the number of downloads of food ordering apps is an indication of both the popularity of the app 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 that can focus on the customer rather than forcing their design and interface on the customer. In this backdrop, the present study is a novel attempt that focuses on the relationship between app quality and customer satisfaction.