AN EMPERICAL STUDY ON THE SCOPE OF ONLINE FOOD DELIVERY FOR HOTEL- BASED RESTAURANTS IN NAVI MUMBAI.

Abstract

Background: Established in 1992 as satellite city of Mumbai, the Navi Mumbai has evolved into a vibrant urban hub featuring world-class infrastructure, including an international airport, IT parks, premier educational institutions, and a diverse range of industries. It attracts talents from across India and is home to a dynamic, cosmopolitan population. The is tremendous scope of online food delivery business here and this study shall explore few aspects of it. Objectives: The main objectives of study were to understand the buyer behavior towards the shifting from restaurants and cloud kitchens to hotel based restaurants to order food online and to develop an abstract model towards the dynamics of digital food delivery business for online food business

Methodology: It was survey based study, total 126 responses were collected in the form of questionnaire, few open ended question were asked for more clarity. Locale: Navi Mumbai is spread over the area of 108 sq. kms with population of approx. 12 lakhs and nine fully developed nodes. Results: The study gave a comprehensive idea towards popularity of online food apps, perception of price, food safety, and switching to hotel based restaurant to order food online. Factors like efficiency in delivery, food quality, handling grievances and communication were mapped towards enhancement of customer loyalty and robust security features, user friendly, multiple payment modes, timely updates were identified to enhance customers trust. Conclusion: Online food delivery is a big ever-growing market in area like Navi Mumbai, the operators should go for long term planning and strategies to tap this market to retain customer loyalty and trust. Hotel based restaurant can also explore this option as there is acceptance from customers for this segment also. Customers’ needs to be exposed to food safety protocols, compliance followed in workplace and quality of raw materials which was a major concern for them.