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Customer Perceptions of Restaurant Delivery

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Document pages: 13 pages

Abstract: A survey of 224 Internet users found that all had ordered delivery by an app or online and that 58 ordered delivery at least once per week. Most delivery orders were placed on a smartphone and less than half of delivery orders were placed through third party delivery companies. The single most important attribute of ordering for delivery is accuracy, followed by convenience and timeliness of the order. Factors affecting future intention to use delivery varied by order frequency and gender. Female frequent users were most affected by the convenience associated with delivery, while male frequent users were most affected by the control and accuracy associated with delivery. Conversely, female infrequent users were most affected by the speed of ordering, while that of male infrequent users was most affected by trust.

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