NAME: Dadi Shashi kiran

ENROLLMENT: 23FMOCBL010024
EMAIL: [email protected]
PROJECT NAME: The Customer Perception of Electronic Food Ordering
 CONTENT

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Executive Summary

The advent of the Internet, accompanied by the growth of related technologies, has created a
significant impact on the lives of people around the globe. For marketers, one of the most
significant impacts has been the emergence of virtual stores that sell products and services
online. Consumers can now purchase goods and services virtually anywhere, 24 hours a day, 7
days a week, without geographical and temporal boundaries.
While many marketers acknowledge the importance of using the Internet in their marketing
mixes, little research has empirically tested the critical factors that influence an individual’s
decision when buying products or services online. Based on the gaps found in the literature, the
purposes of this project study is to understand the perception of Electronic Online Food
Ordering. The major factor that inhibits those who have not ordered via an electronic channel
(non-users) is a desire for interaction although technology anxiety is also a factor). Consumers’
Perceptions of Online Ordering and how they use it or why they don’t do so. My intention is to
help restaurant operator’s better design their electronic ordering channels. Non vegetarian food,
particularly kebabs, is far and away the most commonly ordered category. The single most
important attribute of electronic ordering is order accuracy. That is followed by convenience and
ease of ordering. Despite the availability of the internet and phone apps, the most common
ordering channel is still the telephone call. Electronic ordering is growing, though, as the users
said they place a little over 38 percent of their orders on the restaurant’s website or app. A chief
implication is that restaurateurs must ensure that their ordering systems must give users
perceptions of control and also be convenient. One other consideration is that customers who
order food online prefer restaurants that offer home delivery.
Concept Introduction

With the coming of the 21st century, we have entered an “e” generation era. The
Internet has generated a tremendous level of excitement through its involvement
with all kinds of businesses starting from e-Commerce, eBusiness, eCRM, eSupply
Chain, eMarketplace, ePayment, eEntertainment, eTicketing, eLearning, to
eCitizenor eGovernement. The Internet has been widely used in many sales and
marketing activities, from the collection of valuable data to the dissemination of
information to different stakeholders, for example, information retrieval, product
communication, sales tool, distribution channel, and as a customer support tool
(Singh, Jayashankar and Singh 2001; Calles 2000; Sandberg 1998; Peterson,
Balasubramanian and Bronnenberg 1997). The Internet has opened a window of
opportunity to almost anyone because of its ability to make viable the conduct of
business in cyberspace, or by connecting people worldwide without geographical
limitations. Consumers can order goods and services virtually anywhere, 24 hours
a day; 7 days a week without worrying about store hours, time zones, or traffic
jams. The Internet has also provided new opportunities for marketers by offering
them innovative ways to promote, communicate, and distribute products and
information to their target consumers.
E-commerce has grown phenomenally in the past decade for a variety of reasons
including changes in consumer lifestyles, technological advancements, increases in
consumer income and education, and rapid financial development throughout the
world. The use of the Internet as a shopping or purchasing vehicle has been
growing at an impressive rate throughout the last decade. The tremendous growth
of online sales and the unique functions of the Internet have drawn a great deal of
attention from many companies rushing in to set up businesses over the
Internet without
knowing what factors actually motivate consumers to buy products or services
online.
Many marketers agree that Internet marketing will definitely increase customer
spending and loyalty to both online and offline products if it is executed properly.
This is due largely to the Internet’s significant advantage of two-way
communication and its ability to transmit information quickly and inexpensively
when compared to other traditional mass media using solely one-way
communication (Warrington, Abram& Caldwell 2000; Waldo 2000). The
simultaneous and rapid rate of consumer adoption of personal computers and
network systems have encouraged and pressured marketers to provide Internet
retailing sites. Some researchers in fact predict that the need for physical stores
could be eliminated in roughly four decades and replaced with electronic retailing
(Cope 1996).
While many marketers acknowledge the importance of using the Internet in their
marketing mixes, only a handful of researchers have studied what factors
encourage or discourage consumers when buying products or services online.
Despite the increasing popularity of the Internet, most knowledge of Internet
marketing is based on anecdotes and experiential evidence from television, radio,
popular press or magazines
In summary, the benefits of using the Internet in marketing are enormous as they
offer a huge opportunity for marketers to create innovative activities that have not
previously been viable. However, marketers need to develop an insightful
understanding of consumer behaviour when purchasing products online. This
information will help marketing managers to plan their marketing mixes and offers
to better meet customer’s requirements. By doing so, companies will establish,
maintain or increase customer satisfaction, build strong brand loyalty and
ultimately,
provide consumers with a solid rationale for continuing to buy the same brand.
This study is thus significant as it is a preliminary attempt to identify factors and
their relative strength in influencing consumer decision making when buying health
foods online. The research problem and objectives of this study are addressed next.

Online food ordering system is a system to manage the business. The main point of
developing this system is to help the customers to manage the business and help
customers through online ordering and lunch reservation. The project is being
developed because of the long queues that will be in the restaurant during lunch or
dinner hours, one for purchasing tickets and one for collecting food.
With the new system, the customers would be able to order their food from the
comfort of their offices, classrooms, hostels and anywhere outside the school
campus without queuing. The system will cater for the disadvantages of the
traditional method which is currently in place.
Online food ordering

Services are websites that feature interactive menus allowing customers to place
orders with local restaurants and food cooperatives. Much like ordering consumer
goods online, many of these allow customers to keep accounts with them in order
to make frequent ordering convenient. A customer will search for a favourite
restaurant, choose from available items, and choose delivery or pick-up. Payment
can be amongst others by credit card or cash, with the restaurant returning a
percentage to the online food company. Online food ordering services are websites
that feature interactive menus allowing customers to place orders with local
restaurants and food co-operatives. Much like ordering consumer goods online
many
of these allow customers to keep accounts with them in order to make frequent
ordering convenient. A customer will search for a favourite restaurant chooses
from
available items, and choose delivery or pick-up. Payment amongst others by credit
card or cash with the restaurant returning a percentage to the online food company.
While-commerce has been around for over a decade closing the gap between food
and the internet has taken longer. The first restaurants to adopt online food
ordering services were corporate franchises such as Domino’s and Papa John’s.
Online food ordering could be called the response of the internet to the desire for
delivery food. It is a growing trend especially in urban areas and on college
campuses that allows people to order from restaurants featuring interactive menus,
by use of their internet connection. In many cases handle complicated web pages
can be used to make orders, though a lot of people rely on a desktop or laptop
computer for this. ‘Ordering form grocery stores to stock the kitchen, instead of
placing one time orders with a restaurant. There are several ways in which online
food ordering from a restaurant may occur. A restaurant can have its website with
easy features for placing an order for pick up or delivery. Some add a third option
of being able to make reservation. Instead of calling for a delivery, people just
access the internet to the restaurant site and make their order
Food diversity in India is an implicit characteristic of India’s diversified culture
consisting of different regions and states within. Traditionally, Indians like to have
Home-cooked meals – a concept supported religiously as well as individually.
However, with times due to increasing awareness and influence of western culture,
there is a slight shift in food consumption patterns among urban Indian families. It
started with eating outside and moved on to accepting a wide variety of delicacies
from world-over. Liberalization of the Indian economy in the early 1990s and the
subsequent entry of new players set a significant change in lifestyles and the food
tastes of Indians.
Fast food is one which gained acceptance of Indian palate after the multinational
fast-food players adapted the basic Indian food requirements viz. vegetarian meals
and selected non-vegetarian options excluding beef and pork totally from their
menu.
Multinational fast food outlets initially faced protests and non-acceptance from
Indian consumers. This was due to primary perception that these fast food players
serve only chicken and do not serve vegetarian meals. Perceived expensive besides
being out-of-way meals in Indian culture. Today, fast food industry is getting
adapted to Indian food requirements and is growing in India.
Gaining acceptance primarily from Indian youth and younger generations and is
becoming part of life. Keeping in view the Indian habits and changing preferences
towards food consumption, this study has its focus to understand the factors
affecting the perception of Indian youth, in the age group of 20-30 years, towards
consumption of fast food as well as towards making choice of fast food outlets.
Advantages for Electronic Ordering

There are advantages for both the customer and for the restaurants who participate
in online ordering. First, a customer can order at will when they have time to. Also,
the customer is able to customize their order the way they like it without errors in
communication between the customer and the person taking the order. In addition
to customer advantages, the restaurant is able to take more orders with less staff.
The restaurant does not need a waiter or hostess to be on the phone to take the
order. The order can go straight to the kitchen.
Disadvantage for Electronic Ordering

Customers are not able to ask about quality of food or ask for any specialized diet
foods. It is more difficult to ask for gluten free or allergy free foods with online
ordering. Also, it is more possible for a customer to place an order, but never pick
up the order which can lead to waste of food and possibly a loss of profits.

Scope and Significance

In this day and age where presence in the virtual world is an imperative, small
restaurants and entrepreneurs too need to take benefit of it. Online food ordering
websites present just the options. By Saionji Baldur
The difference between the organized and the unorganized sector in the Indian
hospitality industry is huge. This does not just include hotels, but also the food
service segment. Apart from the organized chain restaurants, most restaurants cater
to local needs and often at a micro market level. In such a scenario, creating a loyal
customer base is not difficult and a specialized marketing and sales force may not
be necessary. By David Buttress
Enter online food ordering websites. These websites have been developed more for
consumer convenience than anything else. But they do open a plethora of
opportunities for small establishments to grow their business further. Online food
ordering has been an international phenomenon for a while now. There have been
many variations in India as well which have taken off at different periods of time,
but success has been hard to come by. One of these early ventures was
HungryZone.com which started out in 2006 in Bangalore with more than 650
restaurants in the city.
The company was recently acquired by the British JustEat.com and was launched
as JustEat.in in India which is expected to go national in another year or so. The
website is already active in Bangalore, Mumbai and Delhi. David Buttress, MD of
JustEat.com informs, “We will be looking at Kolkata, Chennai, Pune, Hyderabad,
Ahmadabad, Chandigarh and Goa to provide the website’s services.” The Just-Eat
Group operates in the UK, Denmark, Sweden, Belgium, Spain, Netherlands,
Ireland, Norway, Canada and India. Just-Eat.com (founded in 2000) will invest US
$ 5-10 million over the next three years into its Indian entity. By Aditi Tarija.
The study of the problem is limited only within the city of Bangalore. It includes
the customers who use the online food ordering system. The study is very much
important for knowing the customers’ perception of online food ordering and this
is analyzed based on randomly selected 100 sample size due to the time constraint.

Owing to the changing Indian demography, there is need for building up of

infrastructure for processing and marketing of the agricultural yield. As more and
more people in the developing countries are moving towards the cities, urban food
and nutrition issues are becoming increasingly relevant and pressing. There exists
wide disparities between these cities in terms of their geography, history and
culture which make reference to an average urban consumer as an individual
misleading and the identification of consumer groups having different cultural
backgrounds, socio- economic status, lifestyles and consequently different
consumer behaviour and needs is preferred.
Consequently the food and diet patterns of the various strata of urban population
deserves more attention than they have been given so far, not only for their
implications on food and agriculture planning but also for determining remedial
actions and preventive measures.
Consumers have specific needs and expectations with respect to their food. With
intensive urbanisation, large volumes of food move through the systems and the
food
systems themselves are becoming increasingly complex. With these changes in the
Indian population more individuals stay in different cities for the purpose of
studies and employment and the busy schedules of both the husband and wife in
the family, the demand for online food ordering have developed and going up
steadily.
As proposed in the background study, excellent customer service is vital in
customer satisfaction and is the prerequisite for initiating and developing long
Term relationship. The restaurant industry in India is at a learning curve and many
full service restaurants are not capable of delivering quality services and therefore
does not contribute to customer satisfaction and lose to competition. Hence it is
important to identify criteria for excellent service in full service restaurant that can
be used to serve as a bench mark to enable restaurant to initiate and develop
customer’s relationships differentiated offering and retention etc., resulting because
of customer satisfaction.
The purpose of this study is to measure the perceptions of customers regarding
electronic food ordering among the customers of Bangalore city.
Objectives of the Study

Following are the objectives of the study.

This study aims to design and construct an “Online Ordering System”,

• To provide convenient and easy access in placing their orders and payment.

• To find out the customers perceptions and knowledge of Electronic food

ordering that influences their buying decisions.
• To analyse what channel is used more frequently in electronic food ordering.
Statement of the problem

Customers Perception towards Electronic Food Ordering Among the Customers of

Bangalore City.

Operational definition

Customer perception: customer perception is defined as the way that customers

usually view or feel about certain services and products. It can also be related to
customer satisfaction which is the expectation of the customer towards the
products.

The Internet: This term is used to describe computer networks capable of

providing virtually instant access, organizing, communicating information and
supporting transactions. The Internet is an efficient medium helping companies to
interact and craft messages and marketing activities on actual consumer responses
24 hours a day,
Online ordering: This term is used to describe a transaction carried out by 7 days
a week, throughout world time zones consumers in order to search, select, and
purchase products via the Internet.
Profile of the study

Seasons Known in providing guests’ genuine hospitality and service that exceeds
guest’s expectations our management team employs this philosophy in all of their
daily efforts.
Seasons Hospitalities has successfully churned the demand in this Segment, it has a
diverse portfolio encompassing hotels, resorts, restaurants and corporate
hospitality. The properties vary by type, size and the market niche they serve. We
provide a consummate and unmatched international hospitality experience at
competitive price offerings.
A strong focus on the proverbial bottom line, continued development of staff and
an intricate understanding of the needs of the Indian market and consumer have
catapulted the Company to its present glory. Through experts and a comprehensive
involvement it tries to make every project a success. The Company firmly believes
that mutual respect, long term partnerships and strong ethics and integrity are
essential to achieve ultimate success. It follows the principle, “Right Services at
Right Time”
Experience: The Company is managed by competent professionals endowed with
a wealth of experience. It is their keen understanding of the hospitality business
and their experts in technical knowledge that has propelled the Company to the
forefront of the hotel industry
Management Excellence: will guarantee that you enjoy the Highest Margins and
Earnings Innovative and efficient Distribution System: will bring more Guests to
your Hotel and Improve Average Room Revenue and Average per Cover and
Reduces the Agency Commission Costs.
Seasons Advantages

 Innovative business ideas and creative concepts

 Conducting independent feasibility studies with integrity
 A clear-cut direction and strategy based on market research data
 Gathering sound specialized knowledge and far-reaching associations within
the leisure industry
 Affiliations with top international associations
 An in-depth understanding of development and operational costs
 Motivating the best out of planners, architects and design consultants

 A keen understanding of customers, their needs and requirements

 Utilizing the company’s vast experience in staff structures, organization

dynamics, overhead control, cost/value engineering and the recruitment of
key personnel
 Highly efficient timetable and cash flow management throughout the
development process
 Effective operating systems and service procedures to keep standards high
and minimize wastage
 Utilizing the company’s substantial experience both in planning and leading
effective marketing campaigns and in sales management
  A profound understanding of local cultures, customs and business practices

 Helping developers deliver a unique “Total Customer Experience” well-

maintained and proven track-record of delivering quality and high
performance

Our Core Purpose, Values and Culture

 To create innovative and enriching hospitality services in a

sustainable environment
 We display fairness and integrity, and foster mutual trust and care in our
dealings with our local communities, our team members, our business
partners and our clients
 We try to deal with others, as we would want them to deal with us, and others.

We foster the development of all our team; we respect each other's

contribution and importance.
 We create a sense of pride and a feeling of "ownership" amongst our team
member
Seasons Hospitalities Core Services

Integrated Hotel Project Consultancy | Management Services | Sales & Marketing |

Feasibility Services | Hotel Interiors | Engineering Services | Facility Management
Services | Real Estate | Manpower Consultancy Services | and Project Finance
 Project Consulting
 Hotel Management Services
 Facility Management Consultancy Services,
 Implementing Standard Operating Procedures and Modules,
 Manpower,
 Training
 Sales and Marketing Services - We do exclusive Tie-up with Corporates

Scope of Services in Details

 Designing of the Back offices, Front desk, reservation centre, Telephone

dept, Back areas, Kitchen, Stores, Time office, HR, Admin, Housekeeping
department, Room service, Café lounge, Bar lounge, Restaurant set up,
Banqueting, Conferences and Meeting Rooms etc.
 Coordinating with Architects, PMC, Engineers, Plumbers and its Contractors
 Suggesting and sourcing Vendors for Room and F&B Requirements
 Selection of Room amenities, Crockery, Cutlery, Glassware, Hollowware,
furniture, fixture, paintings, Etc
 Suggestion of Lenin and Housekeeping Accessories
 Setting up all departments and Standardizing its SOP's
 Suggesting Software and implementation of system.
 Recruitment of Head of the Departments and its Respective Manpower as
per hotels requirement.
 Designing & suggesting uniforms, and other attires
 Coordination of Room Tariff Sheets, Packages, Menu planning and
Engineering, Popularity analysis, Standardizing Food and Beverages
Recipes, Suggesting Price Factors - Room, Minor Operating Departments
and F&B
 Training and adopting Hotel Work Culture, Front office attributes,
Etiquettes, Telephone Manners, Housekeeping Manners, Food and
Beverages system, Monitoring Productions and other support teams for
smooth operations
 Implementing Back of the house Operations Module, Store Management,
Purchases and Procurements Specific Standards Policies
 Introducing proper food and Beverages costing, Adopting systems and
Recipe
 Costing, controlling wastages
 Suggesting the hotel to clients and guests.
 Introducing the hotel to Travel agents and Corporate Clients.
 Propagating, Sending E-mailers to all our Corporate Bookers, admin and
Guests
 Inviting media for editorials and write-ups
 Promotions and Brand building
 Working out the strategy, Planning Packages for Rooms and F&B.
 Coordinating Tie- ups with Corporate Companies
 Designing Marketing Packages for Both Print and Online Media
 Coordination of planning events, corporate parties, Entertaining Potential
Clients.

Review of the Related Literature

A literature review is an account of what has been published on a topic by

accredited scholars and researchers. The purpose of reviewing service literature
over a topic is to gain knowledge and ideas of what have been established on a
topic, and what their strengths and weakness are. As a piece of writing, the
literature of review is defined by a guiding concept. Example the research problem
and is not merely a descriptive list of the material available or a set of summaries.
Besides enlarging one’s knowledge about the topic, writing a literature of review
does the following:
Because electronic food ordering is essentially a self-service technology, let’s look
at some of the studies that have been conducted on consumer adoption of self-
service approaches. Well-designed self-service ordering systems give customers
substantial control over the pace of their transaction and allow them to limit the
amount of personal interaction they experience, if desired. In most cases, an
increased level of
control has been shown to lead to higher customer satisfaction and greater intent to
use or recommend the service. Bear in mind, though, that this increased control
may not be attractive to all customers, particularly those who desire personal
contact. In designing a self-service system, one must focus on the issue of
customer control, since your customers will most probably be using the system
without the presence of an employee. Perceived convenience of a self-service
system also leads to an increase in both adoption and satisfaction. In this instance,
the definition of convenience is related primarily to access convenience and
transaction convenience. The downside of self-service technology occurs with
people who have technology anxiety and those who need human interaction. Muter
et al. have shown that these factors can affect adoption of self-service ordering and
satisfaction with it. Customers who evaluate service quality based on interactions
with employees won’t want to use self-service ordering. Similarly, customers who
are uncomfortable with technology may be reluctant to try an electronic self-
service site because they may be afraid of getting tangled up in the technology.
Advantages of Review:

Any worthwhile research in any field of knowledge requires an adequate

familiarity with the work which has been done already in the same area. A
summary of the writings of recognised authorities and of previous research
provides sufficient evidence that the research is familiar with what is already
known and what is still unknown. Since effective research is based upon previous
knowledge. This step helps to eliminate the duplication of what has been already
done besides formation of appropriate hypotheses, drawing of meaningful
conclusions and making commendable suggestions.
The search for review literature is a time consuming process.
The Connotative Meaning of Food

Grunert stated that "people seek food, not nutrients. The common beliefs
underlying all these classifications are that food has social and psychic meanings
that meals serve as communicative symbolism, and "that eating is an experience
that may be invested with many intellectual and emotional values quite apart from
metabolic utilization of the food" (Babcoke, 1948, p.390).
Eating is a deeply engrained source of satisfaction and the restaurant customer
wants an eating experience which combines food, service, d6cor, and indefinable
extra (Hall, 1977).
The Foodservice Industry

Hall (1977) stated that the millions of people who "eat out" every day have a wide
variety of needs and tastes from a quick lunch to a luxurious meal with elaborate
service. Because of these differences there are many kinds of restaurants varying
from street stands for a hot dog or bowl of noodles to elaborate restaurants with the
best cooking.
There are millions of people away from their homes everyday either by necessity
or by choice. The restaurant and catering business has developed to feed this huge
number of transients-office and factory workers, schoolchildren, military
personnel, travellers, and 6 people out to have a good time. Because there are so
many to feed,
the restaurant and catering business is one of the largest and fast-growing industries
in the world. Those who eat away from home spend vast sums of money for
restaurant or catered meals (Hall, 1977). Ten years into the new millennium, US.
Restaurant industry sales will reach $576.9 billion or about $222 billion more than
is generated currently, according to a newly released industry forecast. While the
restaurant industry now garners about 44 cents of every dollar spent on food, the
sales are projected to climb to a 53.2 percent share of the total food dollar by 2010,
according to the National Restaurant Association (Papiernik, 1999).
The Restaurant Business

The restaurant business, say the National Restaurant Association (NRA), is the
third largest of all businesses in the United States (Lungberg, 1994). Local
restaurants are made up of establishments that include fast-food units, coffee
shops, specialty restaurants, family restaurants, cafeterias, and full-service
restaurants with carefully orchestrated "atmosphere", said Goeldner, Ritchie and
Mcintoch (1999). According to Lungberg (1994), the NRA classified all eating
establishments into three categories: Commercial foodservice, institutional
foodservice, and military foodservice.
Why people eat out

According to Lungberg and Walker (1993) said that the reasons for "eating out"
are several and some of them complex. The National Restaurant Association
(NRA) has sponsored a number of studies of restaurant consumers and their
reactions to various kinds of restaurants. According to one of these studies, the
three most important considerations in the decision to eat out were:
- No one has to clean up
When selecting a new restaurant, the person depends a great deal upon
recommendations of friends. This is nearly equal in importance to the type of food
the restaurant serves. Appearance and location are a distant third and forth in
consideration.
Quality of food is the most important factor in people's evaluation of any of
restaurant. The second most important factor varies by restaurant type. In fast-food,
coffee shops, and take-out restaurants, it is speed of service; in family-type
restaurants, cleanliness; in cafeteria, it is the selection of food; and in
atmosphere/specialty restaurants, it is the atmosphere or d6cor.
According to National Restaurant Association statistics, the most common day of
the year to dine out is a birthday. Approximately 50% of consumers celebrate their
birthday at a restaurant. Mother's Day and Father's Day rank as the second and
third busiest holidays celebrated in restaurants. The most popular day of the week
for consumers to dine out is Friday, followed by Saturday and Thursday (Mill,
1998).
Customer Satisfaction

According to The City Pages, Minneapolis/ St. Paul reviewed about one
Vietnamese restaurant in town by Moskowitz (1999) said “Customers are stocking
up in pursuit of fresh, simple Vietnamese food made with an emphasis on clean
flavour and bright herbs, delivered quickly, and priced reasonably".
Meeting Customer Expectations

Increasingly, customers have higher expectations, demanding more attention and

friendlier service. Most customers seem satisfied with food quality, dinning are
cleanliness, comfort of the atmosphere, freshness of the ingredients, and portion
size. Indeed, the only area where satisfaction is less than 50 percent relates to noise
level
The Buying Process

Various internal and external factors combine to influence how customers choose
where, when, how, and why to eat out. The vehicle used to explore this will be a
national study prepared by the National Restaurant Association on the dinner
market.
Decision Scenarios

This report divides all dinner decisions into five basic decision scenarios:

 "Fun time." This relates to an upbeat mood and a sense of anticipation of

fun; the decision tends to be made well in advance.
 "Nice meal out." The desire is t enjoy the satisfaction or enjoyment of eating
out, being served, and getting good food, lots of it, at a reasonable price.
 "Craving." This refers to a desire for a particular type of food; seeing or
smelling this type of food can set off the carving.
 "Making sure that everyone is getting something to eat." This motivation
comes from the hectic pace of everyday life, attempting to balance a variety
of work and family schedules.
Data collection methods:

The success of any project or market survey depends heavily on the data collection
and analysis. It is necessary that the data collected is a reliable data in order to
achieve the research objectives. All data sources can be classified into two:
 Primary data- primary data is gathered from direct observation or data
personally collected. It refers to that data which is collected for a specific
purpose from the field of enquiry and are original in nature. For the project
primary data were collected mainly through survey method, using the tool
questionnaire.
 Secondary data- are those which have been already collected by others for
a specific purpose and are subsequently used for application in different
conditions. It is the second hand information about an event that has not
been personally witnessed by the researchers.The use of secondary data
saves time and money. The purpose is to increase the accuracy of analysis.
Here the secondary data was obtained from---

Various text books, registers, magazines, journals. Dissertations

etc. Websites of the organization.
Questionnaire--- For this project work, data is collected from respondents using
the questionnaire. In a statistical enquiry the requisite information is often
collected through a provided 1Performa in the form of a questionnaire. The
investigator intends to use a tool and a manual to measure the customers’
perception among the customers of Bangalore city. It consists of four options of
summated rating scale. This sheet contains a series of questions, which the
investigators are supposed to ask the information and the respondents are supposed
to tick the option against each individual question.

Limitations

 The sample size is small for the accurate study of the customer.
 Some respondents might have given biased answers which might have an
impact on the findings of the studies.
 Lack of prior research studies on the topic respondents don't have time to
read the full questionnaire as they fill it randomly.
 Due to small size of sample, it's difficult to identify significant relationship
with the customers.
 Respondents tried to escape some statements by simple answering.
 Analysis and Interpretation of Data

In the previous chapter the methodology used by the researcher is carrying out the
present investigation had been discussed in detail. The present chapter deals with
the presentation of the analysis and interpretation of the data.
As stated earlier the purpose of this study was to find out the customers’ perception
towards online food ordering among the customers of Bangalore city. The data
obtained from responses to the questionnaire, and tabulated and analysed. The data
for this purpose was collected with the help of readily available tools. Interest of
customers is necessary to find out the answer for the questions.

: Showing Education level of customers

: Showing the Age Group of Customers

Table 04: Showing the Occupation of Customers

: Showing the Marital Status

Table 07: Showing the findings of Electronic food ordering easy and convenient?
Table 08: Showing the Awareness of different electronic channels

Table 12: How often do you order food electronically?

Summary and Conclusion

After studied the customers’ perception of electronic food ordering it is concluded

that every system has its strengths and weakness. The purpose of this online food
ordering system is basically to save the time of the customers especially when
he/she has to invite people for any occasion.
The chief reason of electronic ordering is convenience. The single most important
attribute of electronic ordering is accuracy. This study found that online food
ordering is reasonably popular among the residents of Bangalore city. Nearly 90
percent of the respondents were aware of the electronic food ordering. Customers
between 31-35 years of age ordered more electronic food and it was often ordered
as they didn’t want to cook especially during the weekends. Customers who
evaluate service quality based on interactions with employees won’t want to use
self-service ordering. Similarly, customers who were uncomfortable with
technology may be reluctant to try an electronic self-service site because they may
be afraid of getting tangled up in the technology. This study has shown that
perceived control and convenience are keys to customer use of online ordering
which leads to higher satisfaction. My findings indicate that restaurant operators
should focus on giving their customers higher levels of perceived control and
convenience, since these are
associated with a higher intent to use online ordering in the future. Young
customers are more likely to use online, mobile or text ordering. Young customers
place a greater value on convenience and speed than older users do.
To conclude customers will appreciate not having to wait and other waiting
customers may be motivated to try electronic food ordering.
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