An Empirical Study on Online Food Delivery Applications in Bangladesh: A Heuristic Evaluation

Abstract

As the mobile phone user base has grown, so has the number of people making use of delivery apps and the societal influence they have. Therefore, this study aimed to provide relevant organizations and researchers with a suggestion for enhancing the service quality of delivery apps by identifying the elements associated with using the apps that most affect customers' levels of satisfaction and their propensity to use the applications again. The purpose of this paper was to conduct an empirical analysis of the food apps that influence customers' decisions when placing an online food order. The purpose of this research was to learn more about customer habits in the rapidly growing sector of Bangladesh's online meal delivery industry. With a focus on qualitative and exploratory methods, this paper used a survey pool of 276 people as its data source. We conducted t-tests and factor analysis on all of the data we gathered to draw conclusions about the most essential aspects of online food delivery intermediaries from the perspective of the consumers who use them. The first aspect regarded to be directly affecting the success of online meal delivery is the time, service quality, pricing, and condition of the food delivered. The second factor is made up of indirect causes, such as the number of restaurants, the menu, the delivery tracking service, and the delivery person's attitude.