SUMMER INTERNSHIP PROJECT

“To Study the Customer Perceptions of Online Food Ordering

Submitted To:
DMSR
G.S. College of Commerce & Economics, Nagpur
( An Autonomous Institution )

Affiliated To :
Rashtrasant Tukadoji Maharaj Nagpur University, Nagpur

Submitted by :
Ms. Gayatri Dhakulkar

Company Guide :
Mr. Mayur Sardar

Faculty Guide :
Dr. Afsar Sheikh

Department of Management Sciences and Research,

G.S. College of Commerce & Economics, Nagpur
NAAC Accredited “A” Grade Institution

Academic Year 2021-2022

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 CERTIFICATE

This is to certify that the investigation described in this report titled “To Study the
Customer Perceptions of Online Food Ordering” has been carried out by Ms.
Gayatri Dhakulkar during the summer internship project. The study was done in
the organization, Maitri foods and beverages, in partial fulfillment of the
requirement for the degree of Master of Business Administration of DMSR, G.S.
College of Commerce & Economics (An Autonomous Institution) affiliated to
R. T. M. Nagpur University, Nagpur.

This work is the own work of the candidate, complete in all respects and is of
sufficiently high standard to warrant its submission to the said degree. The assistance
and resources used for this work are duly acknowledged.

Dr. Afsar Sheikh Dr. Sonali Guide

( Faculty Guide ) ( MBA Coordinator )

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Certificate

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 ACKNOWLEDGEMENT

It is a matter of pride and privilege for me to have done a summer internship project
in “Maitri Foods & Beverages” and I am sincerely thankful to them for providing
this opportunity to me.

I am thankful to “Mr. Mayur Sardar” for guiding me through this project and
continuously encouraging me. It would not have been possible to complete this
project without his / her support.

I am also thankful to all the faculty members of Department of Management

Sciences and Research, G S College of Commerce and Economics, Nagpur and
particularly my mentor “Dr. Afsar Sheikh” for helping me during the project.

I am thankful to the principle of G.S college of Commerce and Economics, Nagpur

“Dr. N.Y. Khandait” and also the Dean of the DMSR “Mr. Anand Kale” for their
support & encouragement.

Finally, I am grateful to my family and friends for their unending support.

Gayatri Dhakulkar

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 Table of Contents

Sr. No. Particulars Page No.

1 Introduction 8

2 Company profile 15

3 Objective of study 17

4 Scope of study 19

5 Need of study 22

6 Contribution during SIP 25

7 Limitations 27

8 Research methodology 30

9 Findings 35

10 Suggestions 45

11 Conclusion 49

12 Bibliography 51

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INTRODUCTION

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 Executive Summary

The advent of the Internet, accompanied by the growth of related technologies, has created a
significant impact on the lives of people around the globe. For marketers, one of the most
significant impacts has been the emergence of virtual stores that sell products and services online.
Consumers can now purchase goods and services virtually anywhere, 24 hours a day, 7 days a
week, without geographical and temporal boundaries.

While many marketers acknowledge the importance of using the Internet in their marketing mixes,
little research has empirically tested the critical factors that influence an individual’s decision when
buying products or services online. Based on the gaps found in the literature, the purposes of this
project study are to understand the perception of Electronicc Online Food Ordering. The major
factor that inhibits those who have not ordered via an electronic channel(non-users) is a desire for
interaction although technology anxiety is also a factor). Consumers’ Perceptions of Online
Ordering and how they use it or why they don’t do so. My intention is to help restaurant operator’s
better design their electronic ordering channels. The single most important attribute of electronic
ordering is order accuracy. That is followed by convenience and ease of ordering. Despite the
availability of the internet and phone apps, the most comm on ordering channel is still the
telephone call. Electronic ordering is growing, though, as the users said they place a little over 38
percent of their orders on the restaurant’s website or app. A chief implicationn is that restaurateurs
must ensure that their ordering systems must give users perceptions of control and be convenient.
One other consideration is that customers who order food online prefer restaurants that offer home
delivery.

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Introduction and Design of the study

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Introduction : -

With the coming of the 21st century, we have entered an “e” generation era. The Internet has
generated a tremendous level of excitement through its involvement with all kinds of businesses
starting from e-Commerce, eBusiness, e-CRM, e-Supply Chain, e-Market place, e-Payment, e-
Entertainment, e-Ticketing, eLearning, to e-Citizen or e-Government. The Internet has been
widely used in many sales and marketing activities, from the collection of valuable data to the
dissemination of information to different stakeholders, for example, information retrieval, product
communication, sales tool, distribution channel, and as a customer support tool. The Internet has
opened a window of opportunity to almost anyone because of its ability to make viable the conduct
of business in cyberspace, or by connecting people worldwide without geographical limitations.
Consumers can order goods and services virtually anywhere,24hoursaday; 7 days a week without
worrying about store hours, time zones, or traffic jams. The Internet has also provided new
opportunities for marketers by offering them innovative ways to promote, communicate, and
distribute products and information to their target consumers.

E-commerce has grown phenomenally in the past decade for a variety of reasons including changes
in consumer lifestyles, technological advancements, increases in consumer income and education,
and rapid financial development throughout the world. These of the Internet as a shopping or
purchasing vehicle has been grow in gat an impressive rate throughout the last decade. The
tremendous growth of online sales and the unique functions of the Internet have drawn a great deal
of attention from many companies rushing into setup businesses over the Internet without knowing
what factors motivate consumers to buy products or services online.

Many marketers agree that Internet marketing will increase customer spending and loyalty to both
online and offline product safeties executed properly.

This is due largely to the Internet’s significant advantage of two-way communication and its ability
to transmit information quickly and inexpensively when compared toother traditional mass media
using solely one-way communication.

While many marketers acknowledge the importance of using the Internet in their marketing mixes,

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only a handful of researchers have studied what factors encourage or discourage consumers when
buying products or services online. Despite the increasing popularity of the Internet, most
knowledge of Internet marketing is based on anecdotes and experiential evidence from television,
radio, popular press, or magazines

In summary, the benefits of using the Internet in marketing are enormous as they offer a huge
opportunity for marketers to create innovative activities that have not previously been viable.
However, marketers need to develop an insightful understanding of consumer behavior when
purchasing products online. This information will help marketing managers to plan their marketing
mixes and offers to better meet customer’s requirements. By doing so, companies will establish,
maintain, or increase customer satisfaction, build strong brand loyalty and ultimately, provide
consumers with a solid rationale for continuing to buy the same brand. This study is thus significant
as it is a preliminary attempt to identify factors and their relative strength in influencing consumer
decision making when buying health foods online. Their search problem and objectives of this
study are addressed next.

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 Background to the study

Online food ordering system is a system to manage the business. The main point of developing
this system is to help the customers to manage the business and help customers through online
ordering and lunch reservation. The project is being developed because of the long queues that
will be in the restaurant during lunch or dinner hours, one for purchasing tickets and one for
collecting food.

With the new system, the customers would be able to order their food from the comfort of their
offices, classrooms, hostels and anywhere outside the school campus without queuing. The system
will cater for the disadvantages of the traditional method which is currently in place.

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Problem of the study

Online food ordering

Services are websites that feature interactive menus allowing customers to place orders with local
restaurants and food cooperatives. Much like ordering consumer goods online, many of the seallow
customers to keep accounts with the min order to make frequent ordering convenient. A customer
will search for a favorite’s restaurant, choose from available items, and choose delivery or pick-
up. Payment can be amongst others by credit card or cash, with the restaurant returning a
percentage to the online food company. Online food ordering services are websites that feature
interactive menus allowing customers to place orders with local restaurants and food co-operatives.
Much like ordering consumer goods online many of these allow customers to keep accounts with
them to make frequent ordering convenient. A customer will search for a favorite’s restaurant
chooses from available items and choose delivery or pick-up. Payment amongst others by credit
card or cash with the restaurant returning a percentage to the online food company. While-
commerce has been around for over a decade closing the gap between food and the internet has
taken longer. The first restaurants to adopt online food ordering services were corporate franchises
such as Domino’s and Papa John’s.
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Advantages for Electronic Ordering

There are advantages for both the customer and for the restaurants who participate in online
ordering. First, a customer can order at will when they have time to. Also, the customer can
customize their order the way they like it without errors in communication between the customer
and the person taking the order. In addition to customer advantages, the restaurant can take more
orders with less staff. There saturant does not need a waiter or hostess to be on the phone to take
the order. The order can go straight to the kitchen.

Disadvantage for Electronic Ordering

Customers are not able to ask about quality of food or ask for any specialized diet foods. It is
more difficult to ask for gluten free or allergy free foods with online ordering. Also, it is more
possible for a customer to place an order, but never pick up the order which can lead to waste of
food and possibly.

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The Internet: This term is used to describe computer networks capable of providing virtually
instant access, organizing, communicating information, and supporting transactions. The Internet
is an efficient medium helping companies to interact and craft messages and marketing activities
on actual consumer responses 24 hours a day,

Online ordering: This term is used to describe a transaction carried out by 7 days a week,
throughout world time zones consumers to search, select, and purchase products via the Internet.

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COMPANY PROFILE

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Maitri foods &beverages is an online cafe, but it is also involved with offering various marketing plans.
It is a start-up company. It primarily provides solutions on an Online food ordering with ensured
standard, quality services, and the most effective managerial efficiencies the company aims to become
a major competitor in the respective sectors of online food ordering industry.

The era of information and communication technology has changed the world with a whisker and now
communication has emerged as the key to trade and development. The rapid development of
information and communication technology has turned the world into a global village. Moreover,
globalization and its all-pervasive impacts on states and their economies have made life more
competitive, complex, and technology driven. Proximity has turned meaningless as the world is now at
the tip of a finger and the economy is the ultimate focus of a nation and national life. Inter-state trading
dependence, investment potential, and free flow of information and raw materials have made the world
thrive on the edge of competitiveness.

Now ‘staying competitive’ is the key to survival in today’s world of business were quality rules and
standard products and services sneak in shedding physical boundaries. Now, the recent global recession
and its impacts have shown yet another challenge and the bitter side of globalization but despite
intriguing growth and business expansion, the company’s aims and objectives remain the same to serve
people with maximum satisfaction and keep on working for the greater welfare of the people. For this
Maitri foods and beverages is working relentlessly to assist businesses to thrive in Online food delivery
sector.

This chapter emphasizes the overall background of the company under study, an overview of the
company, its services, and the market condition of Maitri foods and beverages. They provide online
food services through their online platforms (viz., w social media channels, Zomato Swiggy etc.)

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OBJECTIVES OF THE STUDY

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Following are the objectives of the study.

This study aims to design and construct an “Online Ordering System”,

• To provide convenient and easy access in placing their orders and payment.

• To find out the customers perceptions and knowledge of electronic food

ordering that influences their buying decisions.

• To analyses what channel issued more frequently in electronic food ordering.

• To study the advantages and disadvantage of electronic food ordering.

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SCOPE OF THE STUDY

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Scope and Significance of the study.

Currently where presence in the virtual world is an imperative, small restaurants and entrepreneurs too
need to take benefit of it. Online food ordering websites present just the options. By Saionji Baldur

The difference between the organized and the unorganized sector in the Indian hospitality industry is
huge. This does not just include hotels, but also the foodservice segment. Apart from the organized chain
restaurants, most restaurants cater to local needs and often at a micro market level. In such a scenario,
creating a loyal customer base is not difficult and a specialized marketing and sales force may not be
necessary. By David Buttress.

Enter online food ordering websites. These websites have been developed more for consumer
convenience than anything else. But they do open aplethora of opportunities for small establishments to
grow their business further. Online food ordering has been an international phenomenon for a while now.
There have been enmany variations in India as well which have taken off at different periods of time, but
success has been hard to come by. One of these early ventures was HungryZone.com which started out
in 2006 in Bangalore with more than 650restaurants in the city.

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The company was recently acquired by the British Just Eat. Command was launch edas Just Eat. In India
which is expected to go national in another year or so. The website is already active in Bangalore,
Mumbai, and Delhi. David Buttress, MD of Just Eat. Comin forms, “We will be looking at Kolkata,
Chennai, Pune, Hyderabad,

Ahmadabad, Chandigarh, and Goa to provide the website’s services.” The Just-Eat Group operates in the
UK, Denmark, Sweden, Belgium, Spain, Netherlands, Ireland, Norway, Canada, and India. Just-Eat.com
(founded in 2000) will invest US $ 5-10million over the next three years into its Indian entity. By Aditi
Tarija.
The study of the problem is limited only with in the city of Bangalore. It includes the customers who
use the online food ordering system. The study is very much important for knowing the customers’
perception of online food ordering and this is analyzed based on randomly selected100 sample size
duet the time constraint.

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NEEDS OF STUDY

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Need for the study

Owing to the changing Indian demography, there is need for building up of infrastructure for
processing and marketing of the agricultural yield. As more and more people in the developing
countries are moving towards the cities, urban food and nutrition issues are becoming increasingly
relevant and pressing. There exist wide disparities between the societies in terms of their
geography, history and culture which refer to an average urban consumer as an individual
misleading and the identification of consumer groups having different cultural backgrounds, socio-
economic status, lifestyles and consequently different consumer behavior and needs is preferred.

Consequent more attention than they have been given so far, not only for their implications on
food and agriculture planning but also for determining remedial actions and preventive measures.

Consumers have specific needs and expectations with respect to their food. With intensive
urbanization, large volumes of food move through the systems and the food

systems themselves are becoming increasingly complex. With these changes in the Indian
population more individuals stay indifferent cities for the purpose of studies and employment and
the busy schedules of both the husband and wife in the family, the demand for online food ordering
have developed and going up steadily.

As proposed in the background study, excellent customer service is vital in customer satisfaction
and is the prerequisite for initiating and developing long

Term relationship. The restaurant industry in India is at a learning curve and many full-service
restaurants are not capable of delivering quality services and therefore does not contribute to
customer satisfaction and lose to competition. Hence it is important to identify criteria for excellent
service in full-service restaurant that can be used to serve as a benchmark to enable restaurant to
initiate and develop customer’s relationships differentiated offering and retention etc., resulting
because of customer satisfaction.

The purpose of this study is to measure the perceptions of customers regarding electronic food
ordering among the customers of Bangalore city.
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Operational definition

Customer perception: customer perception is defined as the way that customers usually view or
feel about certain services and products. It can also be related to customer satisfaction which is the
expectation of the customer towards the products.

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CONTRIBUTION DURING SIP

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I joined as an intern for the role of social media marketing executive at Maitri foods and beverages. It
mostly works on creating textual and visual content to aware about online food ordering terminologies,
trends, and contemporary issues and thus provides assistance in people management and business
growth. My primary contribution to the company was regarding the creation of content and analyzing
the overall health of the online food ordering, social media marketing optimization, and managing online
food ordering apps also., etc... Further getting information about the traffic updates, bounce rate,
commonly searched terms was also among the responsibilities that I had to perform. Along with all this,
I also looked after all the social media handles of the company. Maitri foods and beverages also started
providing knowledge and reviews about the latest and trending offers about foods and beverages to
clients. So, it was necessary for me to stay updated about the social media handle. My main task was to
attract the customers for more orders.

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LIMITATIONS

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The report has been prepared from the feedback and information provided by the social media
Optimization Division and the learning throughout these two long months of the internship program.
Though the report would be helpful to Maitri food and beverage a lot, the information was confidential
enough to disclose to the external world. Another problem was the time constraints. Though it was a
two-month program, the activities of this division are so vast that a two-month program would not be
enough to get the full idea about all the activities of this division. This period is not enough for a complete
and clear study. Although there were many limitations, I tried to give my best effort to furnish the report.

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RESEARCH METHODOLOGY

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Introduction to Research Design

Research design is a logical and systematic plan prepared for directing a research study. It specifies
the objectives of the study and techniques to be adopted to achieve the stated objectives. It is a
specification of methods and procedures for acquiring the information needed for solving the
problem. It involves arrangement of condition for collection and analysis is of data in a manner
that aims to combine relevant cet other search purpose with economy in procedure. So, a research
design is the conceptual structure with which research is conducted.

In the previous chapter brief review of related literature was presented. Their view of related
literature helped the investigator to have a clear background about the subject of study and a
method and procedures to be adopted for the present study.

In the present chapter it deals with the methodology of the concerned study in terms of statement
of the problem, operational definitions sampling procedures, size of the sample and description of
the tool have been explained.

Research design is a logical and systematic plan prepared for directing a research study. It is quest
for knowledge. Research may be defined as a process of knowing new facts and verifying old ones
by application of scientific methods to a natural or social phenomenon.

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Meaning –Research design or methodology is simply a plan for study. It is called a blueprint to
carry out the study. It is like plan made by an architect to build the house, if research is conducted
without a blueprint, the result is likely to be different from that what is expected at the start. It
specifies the objectives of the study and techniques to be adopted to achieve the stated objectives.
It is a specification of method sand procedures for acquiring the information needed for
solving the problem. It involves arrangement of condition for collection and analysis of data in a
manner that aims to combine relevance to the research purpose with economy in procedure. So, a
research design is the conceptual structure with which research is conducted.

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Data collection methods:

The success of any project or market survey depends heavily on the data collection and analysis.
It is necessary that the data collected is a reliable data to achieve the research objectives. All data
sources can be classified into two:

 Primary data -

primary data is gathered from direct observation or data personally collected. It refers to
that data which is collected for a specific purpose from the field of enquiry and are original
in nature. For the project primary data were collected mainly through survey method, using
the tool questionnaire.
 Secondary data –
Secondary data are those which have been already collected by others for a specific purpose
and are subsequently used for application in different conditions. It is the secondhand
information about an event that has not been personally witnessed by the researchers. The
use of secondary data saves time and money. The purpose is to increase the accuracy of
analysis.

Here the secondary data was obtained from---

Various textbooks, registers, magazines, journals. Dissertations etc.

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Sample Procedure

Sampling is a miniature picture or the cross sectional of the entire group from which the
sample is taken. The most important factor in determining the general ability of research
results is the selection of sample used in collecting the research data, so after finalizing
the variables the entire population is to be made the subject for data collection or a
particular group is to be selected as representative of the whole population.

Sample design:

Nonprobability sampling is used. Random customers who use electronic food ordering
especially who are within the area of Bangalore city were selected for primary data.

Sample:

A Sample of 100 customers both male and female drawn from Bangalore district have
given back the duly filled up questionnaire. Out of the total population of customers in
Bangalore100 respondents have been taken as the sample size.

Tools for collecting data:

A research tool plays a major role in any worthwhile research as it is the sole factoring
determining the sound data and in arriving at perfect conclusions about the problem or
study on hand, which ultimately, helps in providing suitable remedial measures to the
problems concerned.

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Questionnaire-

For this project work, data is collected from respondents using the questionnaire. In a
statistical enquiry the requisite information is often collected through a provided
1Performa in the form of a questionnaire. The investigator intends to use a tool and a
manual to measure the customers’ perception among the customers of Bangalore city. It
consists of four options of summated rating scale. This sheet contains a series of questions,
which the investigators are supposed to ask the information and the respondents are
supposed to tick the option against each individual question.

Limitations

 The sample size is small for the accurate study of the customer.

 Some respondents might have given biasedness wars which might have an
impact on the findings of the studies.

 Lack of prior research studies on the topic respondents don't have time to read
the full questionnaire as they fill it randomly.

 Due to small size of sample, it’s difficult to identify significant relationship with
the customers.

 Respondents tried to escape some statements by simple answering.

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DATA ANALYSIS AND INTERPRETATION

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Analysis and Interpretation of Data

In the previous chapter the methodology used by the researcher is carrying out the
present investigation had been discussed in detail. The present chapter deals with the
presentation of the analysis and interpretation of the data.
As stated earlier the purpose of this study was to find out the customers’ perception
towards online food ordering among the customers of Bangalore city. The data obtained
from responses to the questionnaire and tabulated and analyzed. The data for this
purpose was collected with the help of readily available tools. Interest of customers is
necessary to find out the answer for the questions.

Table 01: Showing Education level of customers

Education Level Nonrespondents %Of respondents

10th/SSLC 1 1%
PUC/+2 6 6%
Graduation 37 37%
Post-Graduation 56 56%

Education level

37
56

10th/SSLC PUC/+2 Graduation Post-Graduation

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Interpretation from the above graph it was found that 56 percent of the respondents Have
completed their post-graduation followed by 37 percent who have completed their
graduation, and the least 1 percent has completed their SSL Cand PUC.

Table 02: Showing the Age Group of Customers

Education Level No of respondents %Of respondents

20-25 9 9%
26-30 22 22%
31-35 34 34%
36-40 26 26%
41-45 5 5%
46-50 2 1%
50&above 2 2%

Age

5 2 9

26 22

34

20-25 26-30 31-35 36-40 41-45 46-50 50&above

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 Inter pretation from the above graph it was found that most of the respondents who
ordered food electronically were between the ages of 31-35years followed by 32percent
who are between the ages of 26-30 years. 8 percent of the respondents are between the
ages of 36-40 years,7percent of the respondents are between 20-25 years of age, 5
percent of the respondents were between 41-45 years of age and the least was 2 percent
between the age of 50 and above.

Sex No of respondents % Of respondents

Male 58 58%
Female 42 42%

Gender

42

58

Male Female

Nearly 58 percent of the respondents were male, and 42 percent were female who have answered
the questionnaire. It was selected randomly.

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Table 04: Showing the Occupation of Customers

Occupation Nonrespondents %Of respondents

Student 5
5%
Self Employed 10
10%
Professional 43
43%
Employee 39
39%
Housewife 3
3%
Retired 0

Occupation

35 10
39

43

Student Self-employed Professional Employee Housewife Retired

Interpretation from the above graph it was found that nearly 39 percent of the respondents
were employees followed by 39 percent who were professionals,
10percentoftherespondentswereself-employedand10 percent were housewives.

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Table05: Showing the Marital Status

Occupation No of respondents
Single 21

Married 71

Marital Status

42

58

Male Female

Interpretation from the above graph it was found that nearly 71 percent of the
respondents who were selected randomly are married and nearly 21percent were single.

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 Table06: Showing the awareness about the Electronic Food ordering channels?

Electronic Food Ordering Channels

12

85

Yes No

AWARENESS OF ELECTRONIC FOOD ORDER CHANNELS

Found nearly 85 percent of the people agreed that they were aware of electronic, and 12 percent of
the people are not aware. The electronic media is very popular, and people tend to save time and
find they more comfortable in electronic channels.

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Table 07: Showing the findings of electronic food ordering easy and
convenient?

Details No of People Comparison%

No 7 8%

Yes 50 37%
To some extent 38 53%
Quitean extent 4 2%

Electronic Food Ordering easy and convenient

4 7

38

50

No Yes to Some extent Quiteandextent

CHALLENGES FACED WHICH ORDERING FOOD ELECTRONI CALLY

From the above graph it was found that nearly 50 percent of the customers found easy
and convenient to some extent followed by 38 percent who say to some extent and next
is 7 percent No and the least is 4 percent that is quite an extent. By reviewing the above
data one can conclude that the Electronic Food Ordering Media Is popular and easy to
access. From the above graphit was that most of the respondents find electronic food
ordering secured.

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 Table 08:Showing the Awareness of different electronic channels

Channels Noofusers %
Telephone/Mobile 75 38%
Restaurant Site 70 35%
Restaurant App 23 12%

Multiple-restaurant site 27 14%

Others 5 3%

Electronic Food Ordering easy and convenient

Others

Multiple restaurant 27

Restaurant Apps 23

Restaurant site 70

Telephone/Mobil 75
e
0 10 20 30 40 50 60 70 80

Telephone/Mobile Restaurant Site Restauranters Multiplerestaurantsite Others

Different electronic channels awareness

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Nearly 38 percent of the customers used Telephone because even today telephone is the
main source of communication 35 percent of the customers use Restaurant site followed
by 14 percent where customers use multiple restaurant sites, and 3% users use other
channels. Telephone is the main channel which is currently used where in the restaurant
sites are becoming more popular and will be used by people in future.

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FINDINGS

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Findings of the study

 Users were significantly more likely to say that they would use or recommend
online ordering food.

 Nearly 90 percent of the respondents found electronic food secured.

 Respondents were significantly more satisfied with online food ordering.

 Male respondents more likely than women to use or recommend online ordering
food as most of them were working in the IT companies.

 Most of the respondents even today use telephone as the main source of
communication to use electronic food ordering.

 Respondents between the ages of 31-35 years ordered electronic food more.

 The analysis found that there was lot of demand on cash on delivery

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SUGGESTIONS

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 As professionals lack time to cook and since they must get back on their busy lives,
electronic food ordering should be made convenient for the musing various
gadgets.
 Restaurant’s operators should increase online ordering throughs impleaddition of
new distribution channels to attract the customers.

 As most of the customers use telephone and mobile phones to order food online,
restaurant operators should encourage them by responding effectively to telephone
calls that provide human interaction.
 Customers face a lot of challenges as the site is slow. Thus, the restaurant operators
must know some techniques to place the order quickly and effectively.
 Restaurant’s operators should increase online ordering throughs impleaddition of
new distribution channels to attract the customers.

 As most of the customers use telephone and mobile phones to order food online,
restaurant operators should encourage them by responding effectively to telephone
calls that provide human interaction.
 Customers face a lot of challenges as the site is slow. Thus, the restaurant
operators must know some techniques to place the order quickly and effectively.

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CONCLUSION

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After studied the customers’ perception of electronic food ordering it is concluded that
every system has its strengths and weakness. The purpose of this online
foodorderingsystemisbasicallytosavethetimeofthecustomersespeciallywhenhe/shehastoin
vite people for any occasion.

The chief reason of electronic ordering is convenience. The single most important attribute
of electronic ordering is accuracy. This study found that online food ordering is reasonably
popular among the residents of Bangalore city. Nearly 90percent of the respondents were
aware of the electronic food ordering. Customers between 31-35 years of age ordered
more electronic food and it was often ordered as they didn’t want to cook specially during
the weekends. Customers who evaluate service quality based on interactions with
employees won’t want to use self-service ordering. Similarly, customers who were
uncomfortable with technology may be reluctant to try an electronic self-service site
because they may be afraid of getting tangled up in the technology. This study has shown
that perceived control and convenience are keys to customer use of online ordering which
leads to higher satisfaction. My findings indicate that restaurant operators should focus on
Giving their customers higher levels of perceived control and convenience, since these
are associated with a higher in tent to use online ordering in the future. Young customers
are more likely to use online, mobile or text ordering. Young customers place a great
ervalueon convenience and speed than older users do.

Toconcludecustomerswillappreciatenothavingtowaitandotherwaitingcustomersmaybe
motivated to try electronic food ordering.

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BIBLIOGRAPHY

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http://www.wisegeek.com/what-is-online-food-ordering.htm

http://www.fastcasual.com/article/215365/MICROS-introduces-commerce-
platform?utm_source=news&utm_medium=site&utm_campaign=most_commented

http://www.fastcasual.com/article/215365/MICROS-introduces-commerce-
platform?utm_source=news&utm_medium=site&utm_campaign=most_commented

http://www.qsrmagazine.com/news/fazoli-s-enhances-online-catering-new-platform?microsite=576

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