The Impact Of The Supply Chain On Customer Satisfaction In The Online Food Delivery Industry Case Study: Feed Me
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Date
2023-06
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Ecole des Hautes Etudes Commerciales
Abstract
The online food delivery industry has emerged as a dynamic and rapidly evolving
sector, driven by advancements in technology and shifting consumer preferences. This
abstract provides an overview of the key themes explored in this research, which focuses on
the impact of supply chain management on customer satisfaction in the online food delivery
industry.
The research aims to address the central problematic of how supply chain management
practices influence customer satisfaction in this industry. Through a comprehensive
examination of the supply chain management challenges, the role of collaboration among
supply chain actors, the importance of effective communication with customers, and the key
factors influencing customer decision-making, this study seeks to shed light on the critical
aspects that shape customer satisfaction in the context of online food delivery.
The study adopts a hypothesis-driven approach, with two key hypotheses proposed.
Hypothesis 1 posits that the quality and timeliness of food delivery have a significant impact
on customer satisfaction, while Hypothesis 2 suggests that the use of innovative technologies
in supply chain management improves customer satisfaction. These hypotheses provide a
framework for analyzing and understanding the factors that contribute to customer satisfaction
in the online food delivery industry.
To conduct this research, a mixed-methods approach is employed, combining both
qualitative and quantitative data collection methods. Primary data is gathered through
interviews and surveys, while secondary data is collected from academic literature, industry
reports, and market research. The data analysis process involves coding, categorization, and
statistical analysis to identify patterns and correlations between supply chain management
practices and customer satisfaction levels.
The findings of this research contribute to both academic knowledge and practical
insights for industry stakeholders. The results confirm the significance of quality and
timeliness in food delivery as key drivers of customer satisfaction. Additionally, the study
reveals the positive impact of innovative technologies on supply chain management practices
and their role in enhancing the overall customer experience.
In conclusion, this research underscores the importance of effective supply chain
management in the online food delivery industry and its direct influence on customer
satisfaction. By understanding and addressing the challenges, fostering collaboration among
supply chain actors, leveraging innovative technologies, and prioritizing communication with
customers, businesses can optimize their operations and enhance customer satisfaction levels.
These insights provide valuable guidance for companies seeking to thrive in the highly
competitive landscape of the online food delivery industry.
Description
Keywords
food delivery industry, Supply Chain