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dc.contributor.advisorViira, Ants-Hannes
dc.contributor.advisorMaasing, Birgit
dc.contributor.authorAkegbejo-Samsons, Tomiwa
dc.date.accessioned2021-05-31T11:13:09Z
dc.date.available2021-05-31T11:13:09Z
dc.date.issued2021
dc.identifier.urihttp://hdl.handle.net/10492/6825
dc.descriptionMaster’s thesis Curriculum in Agri-Food Business Managementeng
dc.description.abstractThe current age requires that almost all human endeavors be fast-paced. This has brought about the need for food to be ordered online as customers may not have the luxury of time to cook food by themselves or the least go to restaurants to eat therein. However, it is also expected that such service be rendered in consideration of certain qualities that will adequately satisfied customers. Although there are many related studies to the current one i.e. Prabowo & Nugroho (2018) in the context of Indenesia, Dang et al (2018) focuses on Haoni, Vietnam while author as Siddiqi (2011) focuses on banking sector in Bangladesh. The current study seeks to examine the role of e-service quality and food quality in influencing customers’ satisfaction towards online food delivery service in Estonia. The goal is to see how both e-service quality and food quality can help to influence customers’ satisfaction towards adopting OFD service. Two main types of data, primary and secondary data were used; the secondary setting a theoretical basis for the empirical work. The primary data is quantitative nature, suggesting that research adopted a survey using questionnaire to elicit data from respondents. 154 persons responded by answering the questions accordingly. The questionnaire contained 14 questions 10 close-ended and 4 open-ended questions. Quantitative data was analysed using descriptive analysis attended with tabular representation of data as well as with charts followed by a correlation analysis, while the open ended was done through discussion. To this end, the finding of study reveals that both e-service quality and food quality are factors that satisfy customers’ towards online food delivery service, as respondents’ opinions show a direct relationship between the level of quality in the two variables and customers’ behavioural pattern. This result agrees with those of Persad & Padayachee (2015) and Lee & Joshi (2007) among others, who have earlier researched in this area of study but from different contexts. Therefore, stakeholders, in restaurants and the major players in the e-service end must ensure that these qualities are present in their services in order to satisfy customers towards adopting OFD service.eng
dc.description.abstractPraegune ajastu nõuab inimestelt tõtlikkust pea kõigis ettevõtmistes. See on tekitanud vajaduse tellida toitu veebist, kuna klientidel ei pruugi olla piisavalt aega, et ise toitu valmistada või vähemalt söögikohta minna. Siiski oodatakse ka, et sellise teenuse osutamisel arvestataks kindlate omadustega, et kliente piisavalt rahuldada. On olemas mitmeid käesolevale uurimistööle sarnaseid uurimusi. Näiteks Prabowo & Nugroho (2018) Indoneesia kontekstis, Dang et al (2018) keskenduvad Hanoile Vietnamis, samas kui Siddiqi (2011) keskendub pangandussektorile Bangladeshis. Siinse uurimistöö eesmärk on uurida e-teeninduse ning toidu kvaliteedi mõju klientide rahulolule veebipõhise toidu kullerteenuse süsteemiga Eestis. Peamiseks eesmärgiks on näha, kuidas nii e-teeninduse, kui ka toidu kvaliteet aitavad mõjutada klientide rahulolu veebipõhise toidu kullerteenusega. Autor kasutas uurimistöö käigus peamiselt kahte liiki andmeid: esmaseid andmeid ning sekundaar. Esmased andmed on kvantitatiivse loomuga, mis viitab sellele, et uurimistöö kasutas küsimustiku põhist uuringut, et vastajatelt uurimisandmeid saada. Uuringu käigus vastas küsimustikule 154 inimest. Küsimustik koosnes 14 küsimusest, millest 10 olid valikvastustega ning neli avatud küsimused. Kvantitatiivseid andmeid analüüsis autor kirjeldava analüüsi meetodil tabulaarse esitlusega ning diagrammidega korrelatsioonanalüüsis. Avatud küsimuste vastuseid analüüsis autor arutlevalt. Uuringu tulemustest selgub, et nii e-teeninduse, kui ka toidu kvaliteet on olulised tegurid klientide rahulolus toidu kullerteenusega, kuna vastajate arvamused näitavad selget suhet toidu ja e-teeninduse kvaliteedi ning klientide käitumismustrite vahel. See tulemus on kooskõlas Persad & Padayachee (2015), Lee & Joshi (2007) ning teiste uurimuste tulemustega, mis uurimisvaldkonnas teistes kontekstides läbi on viidud. Seetõttu peaksid restoranide omanikud ning peamised e-teenuse pakkujad tagama kvaliteedi oma teenustes, et rahuldada kliente veebipõhise toidu kullerteenuse kasutamisel.est
dc.publisherEesti Maaülikool
dc.subjectmagistritöödest
dc.subjectmaster thesiseng
dc.subjectfood qualityeng
dc.subjecte-service qualityeng
dc.subjectOFD
dc.subjectcustomers’ satisfactioneng
dc.titleThe role of e-service quality and food quality in customers’ satisfaction towards online food Delivery service in Estoniaeng
dc.title.alternativeE-teenuse kvaliteedi ja toidu kvaliteedi roll klientide rahulolus veebipõhise toidu kohaletoimetamise teenusegaest
dc.typeMaster Thesiseng
dc.date.defensed2021-06-10
rioxxterms.freetoread.startdate10.09.2021


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