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IMPACT OF ONLINE FOOD DELIVERY APPS AND CUSTOMER

                           SATISFACTION

      With the rapid development of mobile technology, mobile application is connecting every field all together. Therefore, food industry is using this technology in connecting with vast public through online food ordering. Online food ordering may be a process that delivers food from local restaurant and other food co-operatives through a mobile application or an internet site. This type of food delivery is gaining popularity with more and more people especially the younger generation turning to mobile food ordering apps, thereby changing the way food is delivered and pick up. Customers prefer using the food ordering app as they will generate an order without having to elucidate it to a special person and have the food is delivered at his doorstep. Moreover, online payment makes this process easier and faster. Some popular online food ordering companies are “SWIGGY”, “ZOMATO”.

Popular machine learning algorithms like decision tree were applied over a dataset of lakhs of records. For the customer this application provides a view of food information like category, name, image, price, description etc.. on the application for the administrator in any particular restaurant , this application offers a series of operations to add, update , delete and query the information of food, food order, customer and employees. The typical mechanism behind food delivery is as follows. The user on the food delivery application chooses a restaurant to order food from, checks the menu list, select food to order  and proceed to payment. Once payment is done, an employee. The rider nearby the location picks food from the restaurant and delivers  to the users home. This also increases employability as a platform is provided to deliver to the houses. The basic features that are the needed by the customers in an application are making order, food review, order history ,restaurant profile setting, order status and track order.

1.1 MEANING OF ONLINE ORDERING SYSTEM

The online ordering system is the simplest and efficient method for customers to buy food directly online without having to go to the restaurant. internet enable this system- it is the internet that links the restaurant or food outlets on one hand and the customers on the other hand. As a result, according to this system, the customer goes to the restaurant’s app or websites, browses through the menu items, combos available and then chooses and purchases the items they require. The order will then be delivered to the customer’s doorstep at a time convenient for them by a delivery man. Payment for such orders can be made with different methods such as debit card, credit card, COD, or even digital wallets. This online food delivery system is totally safe and protected, and it is very popular method that is revolutionizing the way the restaurant industry works

1.2 ONLINE FOOD DELIVERY APPS

Online food delivery apps are the apps which is used to deliver food to the customers it acts as an intermediary between restaurant and customer. Some restaurant uses their own food ordering system such as website and their own apps which increase their expense of more workforce and delivery expenses so instead of using their own website, they hire third parties like Zomato, Swiggy, Faasos, foodpanda etc to deliver their food to the customers so it will decrease their expenses. These online food delivery apps take orders from customers from their apps and then give that orders to the restaurant so they can prepare the order to get delivered. These online food delivery apps help restaurant and small businesses to cover a wide range.

Small business or food outlets do not afford to have their own website or apps as it will increase their expenses so these food delivery apps play a significant role by delivering their food  

1.3 ADVANTAGES OF ONLINE DELIVERY APPS ON RESTURANT AND FOOD OUTLETS

Miscommunications are one of the most common problems with phone conversations. Typically, due to noise, whether in the restaurant or at the other end of the line, one small mistake can negatively impact an order and irritate a customer. Since all requirements are defined explicitly by the consumer when ordering online, there are no ambiguities or confusions

 It's easier to access an online menu.

Creating and maintaining a great-looking menu that will attract your customers to order from you every time they see it is much simpler and much less costly. You not only free yourself from the pressure of printing and the associated costs, but you also gain a great deal of versatility in terms of improving the menu whenever you like.

Experiment with various menu placements to see which one lure diners the most. Create daily promotions, or promote in-stock food items with limited shelf availability. Furthermore, with a great online menu and a customer customize the order online himself/herself, up-selling happens automatically. As per NPR, online customers spend 4% more money on average.

 It is quick, simple, and convenient.

Customers prefer to place their food orders online because it is simply at their fingertips. Anyone with a mobile phone can order food from your restaurant online. Using an online ordering system is thus the simplest way to attract youth, who are most likely most significant, sale-generating target audience. (Advantages Of Online Food Ordering System For Restaurants,

 Easy access to wide market

Having a strong presence online can help you revitalise your business operations and you will be able to access a wider customer base, this includes effective promotion of your services, your menu and if you are offering any discounts or offers on specific are available to customers 24/7,its products and services.

· It simplifies the ordering process

People used to have to call in orders or drive to restaurants for take-out, then wait for the food to be ready and delivered. When placing an order over the phone, it is possible that there will be miscommunication while ordering. Clearly, these aren't the great methods for ordering food from restaurants, especially for people who lead busy lives. Switching to online food ordering is the best solution. Restaurateurs can create a website, an app, or both to simplify the ordering process for customers while also simplifying restaurant operations. Having an online ordering system can help a restaurant's day-to-day operations more smoothly and easier to manage. When a customer places an order online, they take their time to browse the menu and become acquainted with the add-on offers and discounts that your restaurant must be providing. Online food delivery leads to an increase in the total sales of the restaurants.

· It makes order and customer management efficient

An online ordering system for restaurants improves the customer-restaurant relationships and create an end-to-end Customer Relationship Management (CRM) system. It provides a comprehensive sales database that includes information about new/active/cancelled orders, lifelong sales data, and so on. It also includes an order management system, which automates the whole ordering process, from placing orders to final delivery. When an order is placed, an efficient online ordering system sends notifications via email or SMS to assist restaurant employees in speeding up order process. such software is also equipped with GPS systems, which allow you to obtain the entire address, ensuring timely and accurate deliveries.

DISADVANTAGES OF ONLINE FOOD DELIVERY ON RESTAURANT AND FOOD OUTLETS

*PROFITS DISPARITIES BETWEEN RESTAURANT AND DELIVERY COMPANIES

Every restaurant owner cannot afford to hire deliverymen and bear all of the transportation and remuneration costs. They opt to hire delivery service providers via these apps. Regardless of the fact that automation is in place, one cannot control everything via an automated system, and disputes regarding payments arise between the restaurateur and delivery companies

*COSTS OF INCRAESES LABOUR

Home delivery services will necessitate more workforce and supervision, which will add to the total labour costs and if you're not relying on third-party delivery service agencies such as Zomato, you will need vehicles and also have to bear the expenses of maintenance

*HIGH AMOUNT OF COMMISION

Online food delivery services charge a high amount of commission because of the increase in the popularity of food delivery apps small restaurants and food outlets are not able to hire these online delivery services because of the high commission.

*MACHINE BREAKDOWN

Sometimes when customer places their order because of the technical errors, orders would not be able to reach the restaurants, which would lead to delivery failure because of which food is not prepared for takeout

*THREAT OF DIVERSION OF CONSUMER BASE IN FUTURE

Some people don’t trust these online delivery apps as they are threatened by a thought that in future these online delivery services can steal their customer

*CHARGING HIGHER RATE THAN RESTAURANTS

Some online delivery services charge higher rates than restaurant rates some people with the lack of knowledge of the offline rates can get lure into this trap. This can create a bad image of the restaurants. 15

ZOMATO:

Zomato  is  an Indian multinational restaurant aggregator and food delivery company founded  by pankaj chaddah and deepinder goyal  in 2008, zomato provides information, menus and user reviws of restaurants as well as food delivery options from partner restaurants in cities.

Zomato is a eating place discovery and meals transport carrier that operates in extra than 500 towns throughout India. They listing eating places with certain descriptions, pics of the dishes on offer, evaluations from customers, in addition to touch information- making it smooth to locate any delicacies you crave in your meal. Zomato has an in depth and interactive menu, that's why they may be a favourite amongst Indian foodies. It has a huge form of eating places you may pick from, and it additionally gives the choice to reserve beforehand for pickup or transport. Zomato boasts extra than 95% of all on-line eating place evaluations and has been rated as certainly considered one among Forbes’ Top one hundred Start-ups 2017.

FOOD PANDA:

Food panda is an online food and grocery delivery platform owned by berlin-based delivery hero. Foodpanda operates as the lead brand for delivery hero in asia, with its head quarters in Singapore.it is currently the largest food and grocery delivery platform in asia outside of china operating in 12 markets across in asia

Food panda is an online delivery platform for food and groceries operated by delivery hero. Food panda delivery is heros primary brand in asia, in headquarters in Singapore. It is currenty serving 12  countries and is presently asia’s  biggest food and grocery delivery network. It was foundedin 2012.

Foodpanda has been successfully delivering food via cash on delivery, card installment and a flexible installment frame work. They are committed to developing and improving their operations with the eventual objective of establishing a much more practical, environmentally friendly, and useful e- business.