A STUDY ON CONSUMER SATISFACTION

IN UBER EATS IN TIRUCHIRAPALLI

Marketing is the process of performing market research, selling

products and/or services to customers and promoting them via
advertising to further enhance sales. It generates the strategy that
underlies sales techniques, business communication, and business
developments. It is an integrated process through which companies build
strong customer relationships and create value for their customers and
for themselves. Marketing is used to identify the customer, to satisfy the
customer, and to keep the customer. With the customer as the focus of its
activities, it can be concluded that marketing management is one of the
major components of business management. Marketing evolved to meet
the stasis in developing new markets caused by mature markets and
overcapacities in the last 2-3 centuries. The adoption of marketing
strategies requires businesses to shift their focus from production to the
perceived needs and wants of their customers as the means of staying
profitable. The term marketing concept holds that achieving
organizational goals depends on knowing the needs and wants of target
markets and delivering the desired satisfactions. It proposes that in order
to satisfy its organizational objectives, an organization should anticipate
the needs and wants of consumers and satisfy these more effectively
than competitors. An orientation, in the marketing context, related to a
perception or attitude a firm holds towards its product or service,
essentially concerning consumers and end-users. Throughout history,
marketing has changed considerably in time with consumer tastes.

Consumer satisfaction is a term frequently used in marketing. It is a measure

ofhow products and services supplied by a company meet or surpass
customerexpectation.Customer satisfaction is defined as "the number of
customers, or percentage of total customers, whose reported experience with a
firm, its products, or its services (ratings) exceeds specified satisfaction goals.

The Marketing Accountability Standards Board (MASB) endorses the definitions,

purposes, and constructs of classes of measures that appear in Marketing Metrics
as part of its ongoing Common Language in Marketing Project.[2] In a survey of
nearly 200 senior marketing managers, 71 percent responded that they found a
customer satisfaction metric very useful in managing and monitoring their
businesses.

It is seen as a key performance indicator within business and is often part of a

Balanced Scorecard. In a competitive marketplace where businesses compete for
customers, customer satisfaction is seen as a key differentiator and increasingly
has become a key element of business strategy

Let’s Get Started With Top Features of UberEats

#1. Smart curation

Everyone knows that AI is driving mobile apps personalization. UberEats has the
front row seat in this innovation. With UberEats app, foodies can watch out for
photos of a meal before they order

food-delivery-app-ubereats

Moreover, its suggestion carousels recommend a number of nearby restaurants to

your location you can order food from. Taking advantage of machine learning,
UberEats enables taste preferences by suggesting cuisines according to past
histories and existing contextual information. Therefore, users get customized
choices of food from different restaurants at the push of a button.

#2. Pre-orders

If you run out of your time and want to get food on time, go for Uber Eats. It
allows you pre-book order about an hour and even a week in advance. Moreover,
you can track your order throughout the process of delivery to ensure that you
receive it at your desired location.

#3. Restaurant Manager

When a restaurant gets online ordering in bulk, UberEats app helps you deliver as
per the order on time and hassle-free. Uber has rolled out a new analytics app,
restaurant manager, which helps make data-driven decisions. With this tool,
UberEats partners get access to data and insights with which you can finetune
your food quality and delivery strategy and optimize user satisfaction.

#4. Order Anywhere Without Worry

technology-driven-features-that-UberEats-have

When ordering food, a general concern that users have is if their location is
eligible for delivery. This is especially true for places like hospitals and parks. Uber
has taken care of it, as UberEats app delivers at places like hospitals, parks,
homes, offices, etc. Moreover, you can even specify the way you would want food
delivery.

#5. Get Complete Information

UberEats app is all about easy exploring. Developers have designed its
infrastructure in a user-friendly way. For example, if a user looks for gluten-free
options, then he/she gets the results according to the search. You even get
complete information about a dish which includes ingredients, average
preparation time, etc.

#6. Push notifications

The sixth feature that you can consider while developing a food delivery app like
FoodPanda and UberEats is push notification that is considered as the most
important to make your app. If you use it in the right manner, the feature can
make your food delivery business app apart from other apps.

Through this feature, you can send alerts to your users related to order, delivery,
offers and discount codes. Moreover, it would be better to ask your customers
about the notifications like in which way they want alerts like SMS, Email, and
Push Notification.

#OBJECTIVE OF STUDY:

1.To Consumer satisfaction for the Quality of Food.

2. To Knowing about Duration of Food Delivery.

3. We will get to know about Discount in festival time and normal time.

4. We will know about the salary price different in peak hour and normal hour.
 5. We will get know about are consumer satisfaction in uber delivery and
other services.

SCOPE OF THE STUDY:

The study will help the employee and customer.. To aware and impact
about food delivery app in the modern world. we have the smart phones but do we have a time
in home .Now days eachand every one have smart phones so they whatever want they get
instantly get through mobilephones and they make fulfill they want and share instantly. So
many customers used this app . This uber eats(food delivery)help to reduces the stress. one of
the statement show 63% stress reduces while using this app.

LIMITATIONS OF STUDY:

This research is geographically restricted to Trichy city only. Hence the result
cannot be extrapolated to other places.

· The study is restricted only to the organized sector of two wheeler industry.

· Sample size was confined to respondents keeping in view of time and cost constraints.

· Findings are based on sample survey. The information executed by respondents may or may not be
true because some respondents may not be serious. However all possible has been made to collect the
information as authentically as possible.

· All interview questions are undisguised or direct. Hence there is a scope for the respondents to be
biased or pretentious.

· This project has been taken up at the undergraduate level and the knowledge and experience of the
student is limited and hence may not be professional enough

2. LITERATURE REVIEW
 This chapter reviewed literature related to studies on home delivery services in

hotels. The review focused on the aspects of delivery costs, distance to customer, delivery models and

government policies as discussed in sections below.

2.1 Delivery costs

2.1.1 Ordering portal

Since the market of online food delivery service is highly competitive, most of online food delivery

platforms have been eliminated after the fierce competition. Some VC-backed platforms survived, which

hold the major part of the market share. According to the report of sootoo.com, by the end of 2015,

Meituanwaimai occupied 32.2% of the market share of online food delivery service; Eleme occupied

27.1% and Baiduwaimai occupied 12.6% of the market share. Meituanwaimai was founded in 2013,

which is now the largest online food delivery platform. By the end of 2015, its service covers about 300

cities in China. It has almost 1 million partner restaurants. Its target users are not only college students,

but also white collars

Online ordering food economy allows users to apply a single tap of their mobile phone to order from a

wide array of restaurants, (Ridley and Diana, 2012). Online ordering, as a wonderful platform to provide

expanding choices and conveniences over the last decade, it allows increase customer stratification and

engagement has a long way since 1999, as well as the use of mobile order has been rise rapidly. However

the costs of coming up with ordering portal is not known

According to Serhat Murat Alagoz & Haluk Hekimoglu (2012), e-commerce is rapidly

growing worldwide, the food industry is also showing a steady growth. In this research paper

they have used the Technology Acceptance Model (TAM) as a ground to study the acceptance
of online food ordering system. Their data analysis revealed that the attitude towards online

food ordering vary according to the ease and usefulness of online food ordering process and

also vary according to their innovativeness against information technology, their trust in eretailers and
various external influences.

According to H.S. Sethu & Bhavya Saini (2016), their aim was to investigate the

student‟s perception, behavior and satisfaction of online food ordering and delivery services.

Their study reveals that online food purchasing services help the students in managing their

time better. It is also found that ease of availability of their desired food at any time and at the

same time easy access to internet are the prime reasons for using the services.

According to Sheryl E. Kimes (2011), his study found that perceived control and

perceived convenience associated with the online food ordering services were important for

both users and non-users. Non-users need more personal interaction and also had higher

technology anxiety to use the services.

According to Leong Wai Hong (2016), the technological advancement in many industries

have changed the business model to grow. Efficient systems can help improve the

productivity and profitability of a restaurant. The use of online food delivery system is

believed that it can lead the restaurant‟s business grow from time to time and will help the

restaurants to facilitate major business online.

According to Varsha Chavan, et al, (2015), the use of smart device based interface for

customers to view, order and navigate has helped the restaurants in managing orders from

customers immediately. The capabilities of wireless communication and smart phone

technology in fulfilling and improving business management and service delivery. Their

analysis states that this system is convenient, effective and easy to use, which is expected to

improve the overall restaurant business in coming times.

According to Hong Lan, et al, (2016), online food delivery market is immature yet; there

are some obvious problems that can be seen from consumers‟ negative comments. In order to
solve these problems, we can neither rely merely on the self-discipline of online food delivery

restaurants nor the supervision and management of online food delivery platforms. Only by

taking laws as the criterion, with the joined efforts of the online food delivery platforms and

restaurants, the government departments concerned, consumers and all parties in the society,

can these problems be solved and a good online take away environment can be created

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