An Empirical Research on Customer Experience and Satisfaction towards Online Food Ordering System and Food Aggregators Services

The goal of this paper is to research the operational practices that make tech companies tick in the rising food service sector in India. As of 2018, the food supply market is estimated at over 16 billion, where more than 7 % market share is now reserved for online food delivery services. In comparison to ‘Delivery as a Service’ firms, aggregator delivery systems offer a forum for customers to browse through a range of restaurants hosted, discover restaurants and position orders. Rising incomes have stimulated the development of an increasingly healthier middle class, desiring food that can replace the nutritional value of home-cooked food. Aggressive expansion initiatives have not been as rewarding elsewhere in the food service sector (with several supermarket distribution providers shutting down operations in 2015-2016). However, the outlook seems brighter for the online food industry, as India is catching up with established markets (where online food orders reach 30% of market share) and started to focus more on food aggregator businesses as it is growing all along with huge customer base by exceeding their expectations and creating huge reputation as among themselves as a Food Aggregators by making use of the technology as a most vibrant tool towards their success strategies.