MANAGEMENT OF BUSINESS AND LEGAL RECORDS

IMR532

Critical Review/Analysis (20%) :

Improving online food ordering and delivery service quality by managing customer
expectations: evidence from Italy

PREPARED BY :
MUHAMMAD AFANDI BIN OSMAN
2024545209

CLASS :
D1CDIM2623C

PREPARED FOR :
MISS NURULANNISA ABDULLAH

DATE OF SUBMITTION :
2nd MAY 2024
 1. BIBLIOGRAPHIC CITATION (APA)

Bonfanti, A., Rossato, C., Vigolo, V., & Vargas-Sánchez, A. (2023). Improving
online food ordering and delivery service quality by managing customer
expectations: Evidence from Italy. British Food Journal, 125(13), 164–182.
https://doi.org/10.1108/bfj-08-2022-0694
 2. ABSTRACT

The article explores the impact of the Covid-19 pandemic on online food
ordering and delivery services (OFODSs) and presents a study conducted
amongst Italian users to identify service quality expectations and suggest
management strategies to meet these expectations.

The framework proposed in the study provides a structured approach for

businesses to understand, categorize, and respond to customer
expectations, thereby enhancing the quality of OFODSs and meeting
evolving customer needs.
 3. INTRODUCTION

In the article, the researchers explore the ways in which businesses can
improve the quality of their online food ordering and delivery services by
effectively managing customer expectations. By understanding and meeting
customer needs, businesses can enhance customer satisfaction and loyalty in
this competitive industry.
 Increase the
average customer
satisfaction rating
for online food
ordering and
delivery service

4. OBJECTIVES

the article aims to

explore the expectations the article may suggest
that customers have strategies for managing
when using online food and meeting customer
ordering and delivery expectations more
services effectively.
 5. DISCUSSIONS

Customer Expectations in Service Quality Management Implications for

Online Food Ordering Strategies Business Practice
6. CONCLUSION

In conclusion, the article explores the impact of the Covid-19 pandemic on online food ordering and
delivery services (OFODSs) and provides insights into customer expectations and management
strategies for service quality improvement. However, it also highlights the opportunities for
improvement and innovation in service delivery to enhance customer satisfaction. However, amidst
these challenges lie significant opportunities for innovation and optimization to elevate the customer
experience.
THANKS YOU FOR YOUR
TIME
REFERENCE :
Bonfanti, A., Rossato, C., Vigolo, V., & Vargas-Sánchez, A. (2023). Improving
online food ordering and delivery service quality by managing customer
expectations: Evidence from Italy. British Food Journal, 125(13), 164–182.
https://doi.org/10.1108/bfj-08-2022-0694