Research pick: A spoonful of tech delivers food industry boost - "Food apps to create competitive advantage and enhance customer satisfaction"

Research in the World Review of Entrepreneurship, Management and Sustainable Development has shown how food delivery apps for smartphones and other mobile devices are boosting customer satisfaction and giving companies a competitive advantage in one of the biggest areas of growth – urban India.

Food delivery apps are rapidly gaining popularity in urban areas across India, according to Shamsher Singh of BCIPS (GGSIP University) in New Delhi, India. He suggests that these apps are revolutionizing the way food is ordered there. Singh has delved into the impact of technology on the food industry, exploring the role of food apps in creating a competitive edge and enhancing customer satisfaction. The study gathered primary data from 100 participants through a survey to gauge the satisfaction levels and the usage of food apps.

Singh used frequency analysis and ANOVA statistical tools to test the validity of the data in the system, SPSS, originally known as Statistical Package for the Social Sciences but now more often known as Statistical Product and Service Solutions. His work shows that customers rank highly various features, such as clarity of price, variety of food items, food served hot and fresh, and correct and complete food delivery. This, he reports, was the same across all demographic profiles. Other factors such as timely delivery, promotional schemes, neat and clean delivery personnel, and service excellence were also important.

The findings hold important implications for the food industry and the larger economy. By embracing technology and leveraging food apps, food businesses can enhance customer satisfaction and gain a competitive advantage. This trend could also have a significant impact on employment, as the food industry is a major employer in India. As food delivery apps continue to grow in popularity, it is likely that they will reshape the industry and create new job opportunities in the process.

Singh, S. (2023) ‘Food apps to create competitive advantage and enhance customer satisfaction’, World Review of Entrepreneurship, Management and Sustainable Development, Vol. 19, Nos. 3/4/5, pp.218–229.