Factors influencing customer satisfaction with online food Delivery platforms in Nairobi County

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dc.contributor.authorMbau, B. N.
dc.date.accessioned2025-08-19T09:52:49Z
dc.date.available2025-08-19T09:52:49Z
dc.date.issued2025
dc.descriptionFull - text thesis
dc.description.abstractThe online food delivery sector in globally has experienced substantial growth, largely due to the increasing reliance on digital platforms for food ordering. This study explored the key factors influencing customer satisfaction with online food delivery services in Nairobi, focusing on aspects such as food quality, service quality, order fulfillment, and platform usability. The research was anchored in two theoretical frameworks: the Technology Acceptance Model (TAM), which highlights the importance of perceived ease of use and perceived usefulness in technology adoption, and the SERVQUAL Model, which evaluated how different service quality dimensions impact customer satisfaction. A quantitative research approach was employed, utilizing data collected from Nairobi residents who actively use online food delivery applications. The study sample was 385 respondents who were sampled randomly from the residents of the county. The research adopted structured questionnaires in the data collection with electronic and physical questionnaires designed for the data collection process. The study applied quantitative analysis using a mix of descriptive and inferential approaches with tables and figures used in the presentation of the results. Conclusions were that food quality has an insignificant effect on improving the level of customer satisfaction with online food delivery services among Kenyan consumers. The findings supported the conclusion that both platform usability and service quality significantly improved the customer satisfaction with online food delivery services. The study concludes that customers are satisfied with the delivery time which is reasonable and meet customer expectations. Further, it was established that customers find online food delivery platforms to be easy to navigate, stable and free from crashes and glitches that can cause customer satisfaction. Recommendations on policy development were that the hotels should focus on food quality factors such as freshness and packaging to ensure these are maintained at healthy and clean levels to meet customer expectations. The study also recommends that managers strive to adapt platforms that are flexible and easy to use as this would increase customer satisfaction. Further the firms should strive to maintain a manageable customer base to ensure they maintain timely delivery times and ensure they control food temperature and presentation during delivery. Finally, the study calls on these firms to adopt digital technologies to improve route optimization and improve delivery time to maintain freshness and temperature.
dc.identifier.citationMbau, B. N. (2025). Factors influencing customer satisfaction with online food Delivery platforms in Nairobi County [Strathmore University]. http://hdl.handle.net/11071/15761
dc.identifier.urihttp://hdl.handle.net/11071/15761
dc.language.isoen
dc.publisherStrathmore University
dc.titleFactors influencing customer satisfaction with online food Delivery platforms in Nairobi County
dc.typeThesis
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MBA Theses and Dissertations (2025)