ASSESSING THE EFFECT OF ONLINE FOOD DELIVERY SERVICE ON CUSTOMERS’ SATISFACTION IN BENIN CITY

Abstract

The rise of online food delivery services in Nigeria has greatly reshaped the food industry and created a new path for convenience and accessibility in food consumption. This study investigated the effect of online food delivery service on customers’ satisfaction in Benin City, Edo State. Data were primarily sourced through the online questionnaire administered to 400 respondents out of which 385 copies were retrieved and used for analysis. The study utilized both descriptive and inferential statistics. The descriptive statistical tools included frequency, mean and percentage, while the employed inferential statistical tool was regression. Findings revealed that there was a significant relationship between customer service quality, delivery time, order accuracy and customers’ satisfaction. However, there is no significant relationship between the ease of the ordering process and customer satisfaction as well as food quality and customer satisfaction. Based on these findings, the study recommended that it is imperative for online food vendors to invest in high-quality customer service. It was also recommended that online food delivery services should strive to minimize delivery times by optimizing route planning, employing sufficient delivery personnel, and using technology to predict and mitigate potential delays.