CONSUMER SATISFACTION TOWARDS FOODMANDU

BY
Manoj Kumar Moktan
Symbol No.:17955/16
TU Regd. No.:7-2-355-79-2016

A Project Research Proposal Submitted to

Faculty of Management, Tribhuvan University

In partial fulfilment of the requirements for the degree of

Bachelor of Business Administration (BBA)

Everest College
Thapathali, Kathmandu

June, 2019
 STUDENT DECLARATION

This is to certify that I have completed the Project entitled “ CONSUMER

SATISFACTION TOWARDS FOODMANDU” under the guidance of

“Roshan Bhusal” in partial fulfilment of the requirements for the degree of Bachelor
of Business Administration at Faculty of Management, Tribhuvan University. This
is my original work and I have not submitted it earlier elsewhere.

Date: June, 2019 Signature:-

Manoj Kumar Moktan

iii
 ACKNOWLEDGEMENTS

The study on “Consumer Satisfaction towards Foodmandu” has been done in order to
fulfil the partial requirement for achieving the degree of Tribhuvan University.
Firstly, I would like to thank our report supervisor “Roshan Bhusal” for their
continuous guidance and support they gave for the completion of the project in a
limited time period.

Secondly, I would also like to thank many individuals who contributed their valuable
time for me and helped me a lot in finalizing this project within the limited time
frame.

Researcher,

Manoj Kumar Moktan

iv
Table of Contents
CONSUMER SATISFACTION TOWARDS FOODMANDU.............................................i
ACKNOWLEDGEMENTS...................................................................................................iv
LIST OF TABLES................................................................................................................vii
LIST OF FIGURES.............................................................................................................viii
EXECUTIVE SUMMARY....................................................................................................ix
CHAPTER I............................................................................................................................1
INTRODUCTION..................................................................................................................1
1.1 Context information......................................................................................................1
1.2 Purpose of the study......................................................................................................2
1.3 Significance of the study...............................................................................................2
1.4 Review of literature......................................................................................................3
1.5 Research of method......................................................................................................5
1.5.1 Research design......................................................................................................5
1.5.2 Sources of data.......................................................................................................5
1.5.3 Population and sample...........................................................................................5
1.5.4 Data collection instrument....................................................................................5
1.5.5 Data analysis method.............................................................................................6
1.6 Limitation of Study:......................................................................................................6
1.7 Conceptual framework.................................................................................................7
1.8 Hypothesis formulation................................................................................................8
CHAPTER II..........................................................................................................................9
DATA PRESENTATION AND ANALYSIS........................................................................9
2.1 Respondent information...............................................................................................9
2.2 Respondent demography profile................................................................................10
2.2.1 Monthly family income of respondents..............................................................13
2.3 Consumer satisfaction on independent variable on services....................................16
2.3.1 Consumer satisfaction on price...........................................................................17
2.3.2 Consumer satisfaction on service quality...........................................................17
2.3.3 Consumer satisfaction on customer care............................................................18
2.4 Aggregate mean and standard deviation of dependent variables of customer
satisfaction on foodmandu.com........................................................................................19
2.5 Relationship between dependent and independent variable....................................20
2.5 Major findings.............................................................................................................23
CHAPTER III.......................................................................................................................24
CONCLUSION AND ACTION IMPLICATIONS............................................................24

v
 3.1 Conclusions..................................................................................................................24
3.2 Action implications.....................................................................................................25
REFRENCES........................................................................................................................26
APPENDIX...........................................................................................................................27

vi
 LIST OF TABLES

Table 1:- Gender of respondents..................................................................................10

Table 2: Age of the respondents:.................................................................................11
Table 3: Monthly Family Income of respondents.........................................................13
Table 4: Method of payment use by respondents:........................................................14
Table 5: Correlation Analysis......................................................................................20
Table 6: Interpretation of Correlation.........................................................................21

vii
 LIST OF FIGURES

Figure 1: Gender of respondent..................................................................................10

Figure 2: Age of respondent........................................................................................12

Figure 3: Monthly family income of respondent.........................................................14

Figure 4: Method of payment......................................................................................15

viii
 EXECUTIVE SUMMARY

The main purpose of the study is to find out about customer satisfaction on
Foodmandu.com. As we all know that customers are regarded as the king of business
institutions, any business to run in the long run needs to maintain a high degree of
customer satisfaction. So, the Foodmandu.com need to know about the dislike and
like of the services and the degree of satisfaction of the customers.

Foodmandu.com is the first and only company in Nepal that delivers foods from
more than 100 different restaurants in Kathmandu to your doorstep. As a pioneer food
delivery service provider, they are making life easier through online ordering.
Consumers can get anything from Indian food to high French cuisine by placing a
simple order online or over the phone. This research is conducted to find the degree of
satisfaction and also the likes and dislikes of the services provided by the
Foodmandu.com. For this purpose, a structured questionnaire will be distributed to the
respondents and asked to disclose their opinions. After the data are collected and
properly arranged. The gathered information is to be analyzed and measured with the
tables, bar-diagrams, pie-chart and measures of central tendency. The findings of the
research will conclude that whether the customers are satisfied or dissatisfied with the
services provided by Foodmandu.com.

Moreover, the findings of the research would help to examine the suitability of their
business approaches so they can continue to satisfy new and old customers with
different expectations appropriate to product and service quality.

ix
 CHAPTER I

INTRODUCTION

1.1 Context information

Customer satisfaction refers to the extent to which customer is happy and delegated
with the products and services provided by a business. In other words, satisfaction is
the state of mind felt by a person who experienced a performance of the product or
services that has fulfilled his or her expectations. Satisfaction is thus a combination of
the relative level of expectation and perceived performance. Customer Satisfaction
with a purchase depends on the product and service real performance relative to
customer expectations. A customer might experience various degrees of satisfaction,
if products/service actual performance short of expectations, the customer is
dissatisfied. The level of satisfaction can also vary depending on other options, the
customer may have and other substitutes available against which the customer can
compare the organization product. Expectations are an unavoidable part of the
purchase decision of customers. Every time a customer makes a purchase, there are
certain inbuilt expectations. Satisfaction results when those expectations are met.
Satisfaction measures allow comparison over time and the assessment of the sales and
marketing departments. Customer satisfaction research allows the identification of the
strengths and weakness of a company as perceived by the customer, as well as the
definition of the area most highly valued by customers.

Foodmandu.com is the first and only company in Nepal that delivers foods from more
than 100 different restaurants in Kathmandu to your doorstep. As a pioneer food
delivery service provider, they are making life easier through online ordering.
Consumers can get anything from Indian food to high French cuisine by placing a
simple order online or over the phone.

Manohar Adhikari Founder Chief Executive officer of foodmandu.com the e-

commerce venture of restaurants food delivery in Kathmandu since 2011. When they
started, they only had 4 employees but now they have around 24, they used to have an
average 3-4 orders a day but now it reaches over 100. Foodmandu.com is a pioneer in
the Nepalese e-commerce industry. Although several restaurants offer delivery, their

1
service extends only to limited distance from their location.Foodmandu.com have
greatly improved the scope and its range.

Mr Manohar Adhikari started the e-commerce venture of online food delivery, it was
indeed a giant leap into the unknown. Their services are not only great for those
nights when consumer don’t want to cook at home but don’t feel like making the trek
to the restaurant, they’re also perfect for lunch at the office.

1.2 Purpose of the study

The purpose of the research project is to explore acute customer satisfaction with
Foodmandu.com and to know the followings:

i. To analyze the level of consumer’s satisfaction on service, price, service

quality and customer care offered by Foodmandu.
ii. To analyze the relationship of service, price, service quality and customer care
on consumer satisfaction towards Foodmandu.

1.3 Significance of the study

The main purpose of the survey is to know the customer satisfaction on
Foodmandu.com. This study is focused on accessing the customer in terms of
customer’s satisfaction’. This study will be significant in the following ways:

i. Restaurants will be more concerned about the consumer taste and preference
about the food and services.
ii. The findings of the study might be helpful to formulate the plans and policies
regarding improving the facilities provided by the online food ordering.
iii. Consumers are able to get quality food as they want.
iv. This research study will provide data on online food ordering.
v. It will be a valuable reference for scholars and researchers to conduct further
similar research.

2
1.4 Review of literature
For the research, various literature was reviewed that were relevant in gathering the
information.

The paperwork of Li-Wei Mai Mitchell R. Ness, (1999) does a correlation analysis on
customer satisfaction and future purchase of mail order food. Analyses customer
satisfaction with mail-order speciality foods in the UK and examines the relationship
between satisfaction with eight attributes of mail-order speciality food and their
association with overall satisfaction and likelihood of future purchase. Univariate
analysis reveals that a high proportion of mail-order customers experience satisfaction
with each of the eight mail

Order attributes reflected in a high proportion of customers who are satisfied overall
and who intend to repurchase the products in the future. Canonical correlation
analysis reveals a statistically significant relationship between one set of variables,
overall satisfaction and likelihood of future purchase, and another set of variables, the
eight mail-order attributes. Consequently, the results indicate that customer
satisfaction is associated with service aspects of mail-order such as the order process
and delivery service as well as physical product attributes such as product quality

Another research of Gessuir Pigatto, Joao Guilherme de Camargo Ferraz Machado,

Amanda dos Santos Negrete, Lucas Miranda Machado, (2017) analyzes customer
satisfaction on online food delivery companies in Brazil. The introduction of a new
way to make food orders through online platforms attended to a demand created by
changes in behaviour and lifestyle, where consumers search for ease and convenience.
These platforms allow consumers a wider range of simultaneous options in order to
optimize time. The results showed that online delivery service is growing rapidly. The
sector includes innovation and convenience to their customers, leading to increasingly
new users of this platform. The growing consumer interest in convenience coupled
with ease of access to mobile phones(smartphones) and the internetwork have
contributed toward the emergence of a large number of platforms that offer delivery
services in Brazil, mainly from 2010, which demonstrates that this is a service that is
still evolving.

Despite being a relatively new service, the growth in the number of companies
offering online delivery services was accompanied by a strong sector consolidation

3
process and by the creation of large groups supported by international capital that
operate throughout the national territory. In terms of the way in which companies
offer their services and the dissemination channels used, the “content” dimension
presented the highest occurrence of the parameters analyzed in the websites, followed
by the “functionality” and the “usability”. Regarding the “usability” dimension, about
35 per cent of websites did not meet all parameters, and 58 per cent even hadn't
information search tools.

Given the exploratory nature of the research and the fact that managers of these
companies were not interviewed, thus resulting in certain limitations in the study, it is
suggested that further studies be carried out including the companies in this sector and
their managers for a greater understanding. In addition, new research on consumer
behaviour and consumption habits on the use of these services would be particularly
important, given the limited knowledge of this new business model.

The research paper by Sheryl E. Kimes measures the current state of online food
ordering in the US restaurant industry. A study of 372 U.S. restaurants operators that
accept takeout orders found that about one-quarter of those surveyed have adopted
online ordering. The restaurateurs have been pleased with the technology, and all of
them indicated that online ordering has met or exceeded their expectations on ROI.

Although convenience and control are both drivers of the move toward online
ordering, this study found that consumers and operators differed on the ranking of
those two factors. Operators thought that consumers like online ordering for
convenience.

An earlier study of consumer found that what they like is control over the ordering
process. Country to some reports, the restaurants in this study did not find substantial
increases in average check, but they did report a considerable increase in order
frequency. For this sample, the top benefit of online ordering was a saving in labour,
since employees are not tied up on the phone or at the counter. Order accuracy was
another benefit cited by these restaurant operators.

4
1.5 Research of method
This research entirely considers customer satisfaction on FOODMANDU.com. For
the purpose of achieving the purpose of the study following research,the plan has been
followed which is required for the survey.

In this data the primary data were collected through the distribution of the
questionnaire. The questionnaire included structured questions:

1.5.1 Research design

The research design used in this study is descriptive. The characteristics used to
describe the situation or populations are usually some kind of categorical scheme also
known as descriptive categories. This research work includes survey and fact findings
enquiries to fulfill different objectives. Structured questionnaire will be used to gather
information through primary sources.

1.5.2 Sources of data

Primary data are used. Primary data are collected through questionnaire method.
Questionnaires are distributed to respondents to collect the data from them.

1.5.3 Population and sample

The population for this study is comprised of people who have used the services of
Foodmandu.com. Convenience sampling methods will be used in this research work.
Convenience sampling is a specific type of non-probability sampling method that
relies on data collection from population members who are conveniently available to
participate in study. The size of sample is to be expected 60respondents.

1.5.4 Data collection instrument

This research is based on primary method which will be collected with the help of
structured questionnaire. Data will be collected using a survey Questionnaire
containing:-

i. Rank order Question

ii. Liker Scale Question
iii. Respondents personal information

5
1.5.5 Data analysis method
After the data are properly collected and presented, the data analysis will be
conducted. Simple statistical tools will be used such as:

i. Bar-diagram
ii. Tables
iii. Pie-chart
iv. Measures of central tendency(mean, mode and median)
v. Correlation, ANOVA and independent sample test

1.6 Limitation of Study:

The limitations of this study are as follows:

i. There might be chance of response error because of factors such as awareness

of the respondents, hesitation of respondents, misinterpretations.
ii. The study has a geographic limitation as the survey was conducted only on
customers who live in Kathmandu city.
iii. The sample size is also not so much high as only sample of 60 respondents is
taken.
iv. The data collected for the research is fully on primary data given by the
respondents. There is chance for personal bias. So the accuracy is not true.

6
1.7 Conceptual framework
Conceptual framework plays an important role in guiding the entire process of the
research study. Theories are constructed in order to explain, predict and master
phenomena such as relationships, events, the behavior and others. The conceptual
framework helps the reader to make a logical sense about the relationship of the
variables or factors. It develops the relation between dependent and independent
variable to formulate a hypothesis. In this theoretical framework the dependent
variable is customer satisfaction and independent variable are service provider, price,
service quality, customer care and services use.

Independent Variable Dependent Variable

 Service provider  Consumer Satisfaction

 Price towards foodmandu
 Service Quality
 Customer Care
 Service use

7
1.8 Hypothesis formulation
The research aims to test the following hypothesis:
H1: There is significant relationship between Service Provider and Consumer’s
Satisfaction towards foodmandu.
H2: There is significant relationship between Price and Consumer’s Satisfaction
towards foodmandu.
H3: There is significant relationship between Service quality and Consumer’s
Satisfaction towards foodmandu.
H4: There is significant relationship between Customer care and Consumer’s
Satisfaction towards foodmandu.
H5: There is significant relationship between Service use and Consumer’s Satisfaction
towards foodmandu.

8
 CHAPTER II

DATA PRESENTATION AND ANALYSIS

Data analysis is the process of devolving answers to questions through the

examination and interpretation of data. The justification of any project work is done
on the basis of analysis and presentation of facts. The conclusion and
recommendation are valid when drawn based on the data collected, analyzed and
interpreted. The objective of this chapter is to discuss and present the research’s
findings. Moreover, analysis and discussion would help the researcher to draw
conclusion about customer satisfaction on Foodmandu.com and make
recommendation in the next chapter.

The study was focused to know the customer satisfaction on Foodmandu.com. This
study employs the various statistical tools and techniques in order to know the
customer satisfaction on Foodmandu.com. For the purpose, required primary data was
collected through the structured questionnaire and analyzed in a systematic way to
find out the appropriate result.

In this research, questionnaire was developed and distributed to the 100 respondents
to get the information about the customer satisfaction on Foodmandu.com. ALL the
respondents were inquired in advance about their interest in participating in the survey
at the time of collecting data. The responses received from the participant have been
arranged, tabulated and analyzed in order to facilitate the descriptive analysis of the
study. This chapter is all about the empirical investigation during the study.

2.1 Respondent information

Respondent were randomly selected from total population using convenient sampling
method to obtain the required information for the research. Respondents profile is
shown below on the basis of different traits: gender, family, age etc.

9
2.2 Respondent demography profile
Descriptive statistics refers to the summary statistic which describes the features of a
data quantitatively converting the raw data into viable information to discern patterns
from the data. The below table shows the frequency of the data alongside percentage
and cumulative percentage of the data.

The following table and chart indicates the gender of respondents involved in this
study.

Table 1:- Gender of respondents

Gender Frequency Percent Cumulative Percent

Male 35 48.6 58.3

Female 25 34.7 100.0

Total 60 83.3  

Source: Questionnaire Survey (2019)

Figure 1: Gender of respondent

From Table1& Figure1, we can see that 48.6% of male use to order food from
foodmandu and 34.7% of female are using foodmandu to order food. This shows that
the number of Male respondents is higher than Female respondents who order food
from foodmandu.

10
 Table 2: Age of the respondents:

Age Frequency Percent Cumulative Percent

19 2 2.8 3.3

20 4 5.6 10.0

21 17 23.6 38.3

22 17 23.6 66.7

23 7 9.7 78.3

24 3 4.2 83.3

25 2 2.8 86.7

28 2 2.8 90.0

29 3 4.2 95.0

31 1 1.4 96.7

32 1 1.4 98.3

38 1 1.4 100.0

Total 60 83.3

Source: Questionnaire Survey 2019

11
Figure 2: Age of respondent

From table 1 and figure 2, 6 respondents belong to age group of 15-20. The majority
of respondents belongs to the age group 20-25 i.e. 46 respondents out of 60
respondents. 5 respondents belong to the age group between25 -30, The 2
respondents belong to the 30-35 age groups and finally remaining 1 respondent
belongs to the age group of 35-40.

12
2.2.1 Monthly family income of respondents
The incomes of respondent highly determine the level of uses of Foodmandu.com. As
the income level is one of the major factors influencing the use of foodmandu.com.
The following table and figure indicates the monthly income

Table 3: Monthly Family Income of respondents

Monthly income Frequency Percent Cumulative Percent

Less than 5000 16 22.2 26.7

5000-10000 10 13.9 43.3

10000-20000 20 27.8 76.7

20000 or Above 14 19.4 100.0

Total 60 83.3  

Source: Questionnaire Survey2019

Figure 3: Monthly Family income of respondent

13
From the table 3 and figure 3 we can analyze that the majority of respondent is at the
income group of (10000-20000) with 20 respondents i.e. 27.8 %. Out of 60
respondents 16 respondents’ fall into the monthly income (less than 5000).14
respondent havemonthly income (above20000) and finally 1 respondents have
monthly income(5000-10000) i.e. 13.9 %.

Table 4: Method of payment use by respondents:

Method of Frequenc Percent Cumulative Percent

payment y

Cash 40 55.6 66.7

E-Payment 20 27.8 100.0

Total 60 83.3  

Source: Questionnaire Survey (2019)

Figure 4: Method of payment

14
From the table 4 and figure 4 we can analyze that the number of respondent pay their
services through cash i.e. 40 respondents out of total 6 respondents and 20
respondents pay through e-payment i.e. 27.8%.

2.3 Consumer satisfaction on independent variable on services

Table 5: Descriptive analysis of Service provider

15
 Descriptive Statistics

Particular N Mean Std.

Deviation

I am satisfied with my service 60 2.28 .865

provider

The service provided is close to what 60 2.57 .871

I expect

I will recommend this service to my 60 2.28 .904

friends

Average 2.3778 0.66798

Source: Questionnaire Survey (2019)

The table 5 shows that the highest mean is 2.5 which is of the statement ‘The service
provided is close to what I expect’ with standard deviation .871.Similarly, the lowest
mean is 2.28 for the statement ‘I am satisfied with my service provider’ with standard
deviation .865.

2.3.1 Consumer satisfaction on price

Table 6: Descriptive analysis of Price

16
 Descriptive Statistics

Particular N Mean Std. Deviation

Price is reasonable 60 2.58 .907

I will pay higher price for better 60 3.07 2.661

quality

Average 2.825 1.401

Source: Questionnaire Survey (2019)

The table 6 shows that the highest mean is 3.07 for the statement ‘I will pay higher
price for better quality’ with standard deviation 2.661. Similarly, the lowest mean is
2.58 for the statement Price is reasonable with standard deviation .907

2.3.2 Consumer satisfaction on service quality

Table 7: Descriptive analysis of Service Quality

Descriptive Statistics

Particular N Mean Std. Deviation

Because it is 60 3.37 3.987

cheap

Service is fast 60 3.17 2.644

Because it has 60 2.87 .791

higher facility

Average 2.6833 .829

Source: Questionnaire Survey (2019)

The table 7 shows that the highest mean is 3.37 for the statement ‘Because it is cheap’
with standard deviation 3.98. Similarly the lowest mean is 2.87 for the statement
‘Because it has higher facility’ with standard deviation is .79.

2.3.3 Consumer satisfaction on customer care

Table 8: Descriptive analysis of Customer care

17
 Descriptive Statistics

 Customer Care N Mean Std.

Deviation

Staffs are friendly 6 3.00 0.55

0

Staffs respond quickly to complaints 6 3.00 0.61

0

I find the customer care to be an important 6 2.60 0.78

matter while judging service provider 0

Average 2.86 0.48

Source: Questionnaire Survey (2019)

The table 8 shows the highest mean is 3 for the statement is staffs are friendly with
standard deviation 0.55. Similarly, the lowest mean is 2.6 for the statement ‘I find the
customers care to be an important matter while judging service providerwith standard
deviation is 0.78.

18
2.4 Aggregate mean and standard deviation of dependent variables of customer
satisfaction on foodmandu.com
Table 9:Descriptive Analysis of Customer satisfaction

Descriptive Statistics

 Customer Satisfaction N Mean Std.

Deviation

Foodmandu.com is consumer 60 3.43 0.53

friendly

Price charged are appropriate 60 2.93 0.578

The quality of food are good 60 3.33 0.65

Services are fast and cheap 60 2.96 0.18

Customer complaints are handled 60 3.08 0.69

properly

Average 3.15 0.25

Source: Questionnaire Survey (2019)

The above Table 9 illustrates that the responses for consumer satisfaction are
designed in 5-point Liker scale, where 1 indicates strongly disagree, 2 indicates
disagree, 3 indicates neutral, 4 indicates agree, and 5 indicates strongly agree. The
mean average of consumer satisfaction was calculated from the data collected from
the respondents. The table shows that the mean average for consumer satisfaction was
3.15. Since mean average is greater than 3, it indicates that all five constructs are
significant and approved by respondents. Furthermore, ‘Foodmandu.com is consumer
friendly’ has the highest mean (3.43) with standard deviation (0.53) and ‘price
charged are appropriate’ construct has the lowest mean (2.99) with standard deviation
(0.57). It means it is important for the consumers to have service provided enough for
satisfaction. However, the mean average for Price charged are appropriate have
lowest mean which indicates that the price on product have less impact on satisfaction
of consumer.

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2.5 Relationship between dependent and independent variable
Table 5: Correlation Analysis

Correlations
  Customer Service Price Service Custome Service
satisfactio provider quality r Care use
n

Customer Pearson 1          
satisfactio Correlatio
n n
Service Pearson .312* 1        
provider Correlatio
n
Price Pearson .322* 0.028 1      
Correlatio
n
Service Pearson .266* 0.121 0.11 1    
quality Correlatio
n
Customer Pearson .577** .283* 0.228 .353** 1  
Care Correlatio
n
Service Pearson .470** -0.108 -0.005 0.183 .356** 1
use Correlatio
n
*. Correlation is significant at the 0.05 level (2-tailed).
**. Correlation is significant at the 0.01 level (2-tailed).
Source: Questionnaire Survey (2019)

Correlation analysis shows the relationship between the independent and dependent
variables. The value of correlation should range from +1 to -1. In course of
interpretation of the correlation table we have used the model prescribed by (Levin
and Fox, 2006) who interpreted the value of ‘r’ as strong correlation (if r≥0.60),
moderate correlation (if 0.30<r<0.60) and weak correlation (if r≤0.30). In the above
table the mean of each variable is taken into consideration for the calculation of
correlation alongside the mean values of the Independent variable. From the above
table, following conclusions can be drawn as to the relationships between the
variables:

Table 6: Interpretation of Correlation

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 Independent Consumer satisfaction Hypothesis Accept
Variables or reject
Correlation
Value

Service 0.015 H1: There exist significant Accept

Provider relationship between customer
satisfaction towards
Foodmandu.com and service
provider.

Price 0.012 H2: There exist significant Accept

relationship between customer
satisfaction towards
Foodmandu.com and Price

Service Quality 0.04 H3: There exist significant Accept

relationship between customer
satisfaction towards
Foodmandu.com and Service
quality

Customer Care 0.00 H4: There exist significant Accept

relationship between customer
satisfaction towards
Foodmandu.com and Customer
Care

Service Use 0.00 H5: There exist significant Accept

relationship between customer
satisfaction towards
Foodmandu.com and Service use.

The above table 11 we can see the relation between the dependent and independent
variable. Here the highest correlation value is 0.57 for Customer Care which has an
influence for shaping customer satisfaction rather than other variables. The service
quality is weakly correlated with consumer satisfaction towards foodmandu

The significance of all independent variable are evaluated at level of p value <0.05.

H1: There exists significant relationship between customer satisfaction towards

Foodmandu.com and service provider.

21
The p value is 0.02 which is less than the 0.05. Thus, there is significant relationship
between service provided and customer satisfaction towards Foodmandu.com. So, the
hypothesis is accepted.

H2: There exist significant relationship between customer satisfaction towards

Foodmandu.com and Price.

Here the p-value is 0.01which is less than the 0.05.Thus there exist significant
relationship and hypothesis is accepted.

H3: There exists significant relationship between customer satisfaction towards

Foodmandu.com and Service quality

Here the p-value is 0.04 which is less than the 0.05. Thus there exist significant
relationship and the hypothesis is accepted.

H4: There exist significant relationship between customer satisfaction towards

Foodmandu.com and Customer Care

Here the p-value is 0.00 which is less than the 0.05. Thus there exist significant
relationship and the hypothesis is accepted.

H5: There exist significant relationships between customer satisfaction towards

Foodmandu.com and Service use.

Here the p-value is 0.00 which is less than the 0.05. Thus there exist significant
relationship and the hypothesis is accepted.

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2.5 Major findings

i. Majority of respondent of this research were male i.e. 58.33 % and female
with 41.667 %
ii. Majority of respondents were from the age group of 20-25 i.e. 46 respondents
out of total respondents
iii. Majority of respondents fall under the monthly income group of 10000-20000
i.e. 33.44%
iv. Majority of respondents pay the services through cash i.e. 66.67 % than e-
payment
v. The weighted average mean of independent variable were as 2.37 of service
provider, 2.82 of price, 2.68 of service quality, customer care is 2.86.
vi. The correlation analysis showed that the customers are more concerned with
the customer care when it comes to satisfaction of customer satisfaction of
foodmandu.com as it has the highest value correlation i.e. 0.57. Other
independent variable had moderate correlation with the dependent variable.
vii. For testing hypothesis correlation significant value were taken into
consideration. It showed that all the independent variable had significant
relationship regarding shaping customer satisfaction towards
Foodamandu.com

23
 CHAPTER III

CONCLUSION AND ACTION IMPLICATIONS

3.1 Conclusions
Customer satisfaction is the fulfillment of desires, or expectations. It is positive
mental state of mind. It is pleasurable state of successful situation or to attain win-win
situation. The gap between expectation and perception determines the level of
satisfaction. The conclusions drawn from the research work is based on the analysis
and interpretation of response as drawn from chapter 2. For this purpose, survey
questionnaire was prepared and distributed and responses were analyzed using various
tools. Conclusion show readers the value of your completely developed argument
thoroughly answered question. Customer satisfaction brings positive word of mouth,
customer loyalty, quality of life of customers and support growth and continuity of the
business.

The study concludes that customer satisfaction of FOODMANDU is mainly affected

by the price and quality. It shows that the income group of 10000-20000 is more
satisfied rather than other income groups. Majority of male are satisfied than that of
females in this research. But, moreover the satisfaction level of FOODMANDU is not
effected in the course of gender as other similar research conduct might have various
results as this was conducted on a short period of time and with little sample. Most of
the respondents tend to pay the service charge by cash rather through the e-payment.
The age group of respondents from 20 years to 25 years mainly uses this service than
other age groups. Price and quality of the product highly affect the consumer’s level
of satisfaction. It is big challenges for the organization to get full level of satisfaction
in this area. As per the research we can conclude that the customer showed the
satisfaction mainly through the customer care variable that affect the level of
satisfaction.

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3.2 Action implications
On the basis of the findings and conclusion of the study this research is useful for the
customers, competitors, future researchers, and marketers. This study is significant for

E- Restaurants. The company should focus upon the quality and taste of consumers.
The information regarding cost, management, how and what services are rendered can
be easily accessible for benchmarking the performance as well. This research provides
the data on online food ordering. Even the present research are useful for further
research on similar topics. This study was small, as the size of the respondent was
small. When conduction research on similar topics, a large sample should be taken
into consideration so that most reliable result can be attend. I t helps to formulate
plans and policies for the improvement of facilities provided by online food ordering.
The company should give opportunity to their users to share their views and feedback
about each other which will motivate them and get satisfied about their work and
performance.

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 REFRENCES
i. Li-Wei Mai Mitchell R. Ness, (1999), Canonical correlation analysis of customer
s satisfaction and future purchase of mail-order speciality food.

ii. Adhikari M (2015). Foodmandu.com.

iii. Charlene Pleger Bebko, (2000) Service intangibility and its impact on consumer e
expectations of service quality.

iv. Sheryl E. kynes, (2011), Current state of online food ordering in US restaurants.

v. G. Ronald Gilbert Cleopatra Veloutsou Mark M.H. Goode and Luiz Moutinho.
M Measuring customer satisfaction on fast food industry.

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 APPENDIX
Questionnaire:

We are conducting a questionnaire to analyze on the topic ‘customer satisfaction on

Foodmandu.com’. Your response in this regard shall help us to complete this research
in an efficient way. Ensure you that the information generated shall be kept
confidential.

1) Name: - ……………………………….......
2) What is your gender?
☐Male ☐Female
3) What is your age………………………….
4) Marital Status : Married ☐ Unmarried☐
5) Occupation : Student ☐ Employee ☐ Professional ☐
6) Monthly Income : less than 5000☐ 5000-10000☐

10000-20000☐ 20000 or Above☐

7) How long have you been using this app for? ……………….
8) By which method you pay your bill : Cash☐ E-Payment☐

Below are five statements that you may agree or disagree with. Using the 1- 5 scale
below, where 1= Strongly Agree, 2= Agree, 3=Neutral, 4= Disagree and 5= Strongly
Disagree. Answer each of the following (circle the appropriate values) as they apply
to yourself.

S.N Service Provider 1 2 3 4 5

1. I am satisfied with my service provider
2. The service provider is close to what I expect
3. I will recommend this service to my friends &
family
STATEMENT

S.N Price 1 2 3 4 5
1. Price is reasonable

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 2. I will pay higher price for better quality
Why do you use this service?
1. Because it is cheap
2. Because service is fast
3. Because it has higher

S.N Service Quality 1 2 3 4 5

1. They offer new food item
2. It provides hygienic food
3. Food are packed properly

S.N Customer care 1 2 3 4 5

1. Deliver food on time
2. Staff are friendly
3. Staff respond quickly to my complaints
4. I find the customer care to be an important
matter while identifying a service provider

S.N Customer Satisfaction 1 2 3 4 5

1. Foodmandu is consumer friendly
2. Price charged are appropriate
3. The quality of food are good
4. Customer complaints are handled properly
5. Services are fast and cheap

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