Investigating the level of customer satisfaction with online ordering and delivering in the restaurant business : a case study of Wolt Enterprises Oy in Lappeenranta, Finland
Bahadur, Rezwanul (2021)
Bahadur, Rezwanul
2021
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2021101218552
https://urn.fi/URN:NBN:fi:amk-2021101218552
Tiivistelmä
The main objective is to find out customers satisfaction of Wolt Enterprises Oy, Lappeenranta. Wolt is a well known online food delivery platform in Finland. Customer satisfaction is a part of consumer behaviour. Customer satisfaction is vital for any successful business. However, it is not easy to maintain in the online platform due to various consumer’s needs and competitors in the same sector. The consumer’s behaviour changed Due to the Covid-19 pandemic. People are very much dependent on an online platform. The food sector was facing a critical time in this pandemic situation. People were de-pendent on the online platform due to physical restrictions imposed.
American Customer Satisfaction Model (ACSI Model) and Online shopping satisfaction model were used to analyse the customer’s demands and requirements. These helped formulate strategies to understand the customer’s psychologies and behaviour to the online ordering system. Both quantitive and qualitative methods were used for determining the reliability of the research. A total of 85 complete responses was found In an online survey. Online questionnaires were distributed to different groups and pages in Lappeenranta. Descriptive Statistic Analysis is used to analyse results.
The respondents have responded with their willingness to make the survey results independent and influential. Recommendations have been attached for demanding aspects by the customers that are the reasons for their dissatisfaction. However, 63% of wolt customer’s are satisfied 19% are neutral. Only 18% of wolt customers are dissatisfied in Lappeenranta.
American Customer Satisfaction Model (ACSI Model) and Online shopping satisfaction model were used to analyse the customer’s demands and requirements. These helped formulate strategies to understand the customer’s psychologies and behaviour to the online ordering system. Both quantitive and qualitative methods were used for determining the reliability of the research. A total of 85 complete responses was found In an online survey. Online questionnaires were distributed to different groups and pages in Lappeenranta. Descriptive Statistic Analysis is used to analyse results.
The respondents have responded with their willingness to make the survey results independent and influential. Recommendations have been attached for demanding aspects by the customers that are the reasons for their dissatisfaction. However, 63% of wolt customer’s are satisfied 19% are neutral. Only 18% of wolt customers are dissatisfied in Lappeenranta.