ABSTRACT

This study investigated the effect of online food delivery service on customers’ satisfaction in Benin City, Edo State. Data were primarily sourced through the online administration of questionnaires of which 385 was retrieved and used for the analysis. The descriptive (frequency, mean and percentage) and inferential statistics (regression) were adopted for the study’s analysis. Specifically, the regression analysis revealed the following that: there is a significant relationship between customer service quality and customer satisfaction; there is significant relationship between delivery time and customer satisfaction; there is a significant relationship between order accuracy and customer satisfaction; there is no significant relationship between the ease of the ordering process and customer satisfaction; and there is no significant relationship between food quality and customer satisfaction. Based on these findings, the following recommendations were made that: it is imperative for online food vendors to invest high-quality customer service; online food delivery services should strive to minimize delivery times by optimizing route planning, employing sufficient delivery personnel, and using technology to predict and mitigate potential delays; to mitigate errors in order accuracy, online food delivery services could implement more robust order verification systems; that maintaining an intuitive and straightforward ordering platform is essential for customer retention and attracting new users; and  maintaining high food quality standards remains crucial for the reputation and long-term success of any food service provider.