CUSTOMER SATISFACTION WITH ONLINE FOOD ORDERING PORTALS IN QATAR

Abstract

The recent boom in online food ordering and delivery in Qatar has led to increased competition among service providers within the industry. Identifying the lack of research in the context of Qatar’s online food industry, this study aims to determine the key success factors that lead to customer satisfaction and loyalty, as well as customers’ satisfaction levels with their respective service providers. Data was collected from 263 random customers through an online questionnaire and analyzed to test the hypotheses of the research model and answer the research questions. By applying multivariate regression analyses to assess the proposed model, this study confirms that while restaurant quality has no direct effect on customer satisfaction and loyalty, service provider quality does. Moreover, this study sheds light on the mediation role of customer satisfaction on the relationship between service provider quality and loyalty. Overall, the study provides valuable insights for the successful operation of online food ordering services in Qatar.