Title: Customer satisfaction towards promotion of online food ordering app.

Author: Chunoti Sachin Rane – Roll no. 111.
                  Ankita Rajesh Dalal – Roll no. 72.
                  Smeet Jitendra Ajmera – Roll no. 66.

Introduction: Customer satisfaction plays a crucial factor in promoting a food ordering app from the customer’s point of view. It not only promotes
customer loyalty and advocacy, but also contributes to the overall success and growth of the app in a competitive market. Many food ordering app gives discounts and offers to customers which influences customer to order
food from the app.

Objective: To understand the customer satisfaction toward promotion of online food ordering app.

Literature Review:
A) Customers’ Perceptions Towards Food Ordering Applications in Punjab.
Devgan, Deepak;Mahendru, Megha;Kaur, Kiranpreet 2023 says that With the emergence of a number of food ordering applications in the market, it has become equally challenging for customers to choose from the available
applications. The objective of this study is to determine the level of awareness about online food ordering applications among customers. Further, the study evaluates the factors affecting customer perception
towards online food ordering applications in Punjab. The study also determines the influence of demographic variables on the buying behavior of customers on online food ordering apps. The primary research data was
collected through a structured questionnaire from 485 respondents who prefer ordering food through virtual applications, and SPSS software was used for analysis. Factor analysis was employed to find out the behavior of
respondents towards food delivery applications. ANOVA was applied to check the impact of demographics on customer perception. The study identified eight factors affecting customer perception towards food ordering
applications, i.e., discounts and offers, perceived ease of use, customer support, convenient operating hours, reliability, restaurant choice and variety, alternative mode of payment and serviceability of which ‘discounts
and offers’ was found to be the most important factor. Further, the findings of the study revealed a significant role of demographic variables such as age, education, occupation and income in affecting customers buying
behavior towards food ordering applications.

B) Consumer adoption of online food delivery services: scale development and validation.
Ahmad, Asad 2023 Says that Internet has taken the world as a storm, and to cater the netizens, marketers are making every possible effort to reach out and deliver their products and services via internet platform. Several
researchers have studied the consumer attitude toward e-retailing, websites, online services, etc., but very few have focused on online food delivery (OFD) services that too in the developing economies like India. It has been suggested that, to attract customers, you ought to offer distinct
user experience. The primary aim of the present study was to propose a scale comprising factors that stimulate consumers to opt OFD services. For this purpose, the data were generated from young internet users. Exploratory Factor Analysis (EFA) and Confirmatory Factor Analysis (CFA) have been used in this study to assess the data employing SPSS and AMOS. The findings of the study imply an OFD Service Scale comprising 15-items and three factors.

Data Collection:
Based on the above problem following question were asked to the students of Kohinoor Business School based on “Likert Scale”
1) I get discount or freebies on my first order through the app.
2) My family get cashback or reward points for using the app frequently.
3) I received notification of seasonal or holiday promotion.
4) I consider word of mouth will ordering food online.
5) I combine multiple promotion codes on a single order.
100 students were Surveyed.
For each question – Mean, Standard Deviation, Standard Error and Z has been Calculated.

Data Analysis:

	Question 1	Question 2	Question 3	Question 4	Question 5
Mean	0.34	0.23	0.20	0.28	-0.19
Standard Deviation	1.53	1.23	1.15	0.95	1.20
Standard Error	0.15	0.12	0.12	0.10	0.12
Z	2.23	1.87	1.73	2.93	-1.58

Result: Customers frequently use discounts, cashback and most often order food through word of mouth. Customers were neutral about getting cashbacks, getting notifications and combining multiple promotional codes while ordering.

Conclusion:
1. Customers use discounts and freebies on their first order.
2. Families are neutral about getting cashback or reward points for using the app.
3. Customer are neutral to receive notifications of seasonal or holiday promotion.
4. Customer order food through word of mouth while ordering food online.
5. Customers are neutral about combining multiple promotional codes on a single order.

Reference:
AHMAD, A .(2023) Consumer adoption of online food delivery services: scale development and validation. Journal of Foodservice Business Research, [s. l.], p. 1–18, 2023. DOI 10.1080/15378020.2023.2244669. Disponível em: https://research.ebsco.com/linkprocessor/plink?id=4eab7ed6-5a58-397a811f-358618aa2fd6. Acesso em: 7 ago. 2023.

DEVGAN, D.; MAHENDRU, M.; KAUR, K. (2023) Customers’ Perceptions Towards Food Ordering Applications in Punjab. IUP Journal of Marketing Management, [s. l.], v. 22, n. 1, p. 5–25, 2023. Disponível em: https://research.ebsco.com/linkprocessor/plink?id=42ef0959-b28c-3673- b7f5-2f1923803034. Acesso em: 7 ago. 2023.