CATERING TO CATERERS: EXPECTATIONS AND SATISFACTION OF RESTAURANT PARTNERS FROM FOOD ONLINE ORDER AND DELIVERY (FOOD) OPERATOR

Abstract

Purpose Technology-enabled U commerce revolution is creating a tectonic shift in restaurant service. In this transitionary phase, appreciating the key "take-away" expectations of restaurant partners will strengthen the model. Design/Methodology/Approach This descriptive study is administered through convenience sampling of 123 Restaurant Partners of FOOD Apps. Key expectations from these food delivery services companies were identified and underlying dimensions exposed. Identified attributes are examined through Revised IPA. Findings The research exhibits mouth-watering toppings in the business association like online presence, wider reach, enhanced sales, and customer management. It also portrays longing demands of restaurant partners. Originality/Value Among the four participants of this business model, restaurant partners play a vital role, and this work is the primal attempt to delve into the "take-away" expectations of restaurant partners. The present study gives a first-hand view on their expectations. Implications This study enables practicing managers of FOOD firms to work on the strong and weak points and enable them to device appropriate strategy. This will result in manifesting fruitful association between technology giants and established restaurant houses.