Open AccessCUSTOMER SATISFACTION WITH ONLINE FOOD AND GROCERY SHOPPING SERVICE DURING COVID-19 IN LEBANON
Author(s) -
Layal Hamade
Publication year - 2021
Publication title -
business excellence and management
Language(s) - English
Resource type - Journals
eISSN - 2668-9219
pISSN - 2248-1354
DOI - 10.24818/beman/2021.s.i.2-05
Subject(s) - business , grocery shopping , marketing , grocery store , covid-19 , pandemic , customer satisfaction , service (business) , data collection , advertising , service quality , medicine , statistics , mathematics , disease , pathology , infectious disease (medical specialty)
Covid-19 pandemic has changed companies strategies to reach their customers. To combat economic downturns due to quarantines and worldwide country closures, stores had to establish a new method to satisfy their customer needs such as adopting online food and grocery ordering and delivery systems. The aim of this research is to give an overview over food and grocery online shopping in different countries through secondary data collection and to analyse Lebanese customers food and grocery online shopping behaviour before and during Covid-19 pandemic through primary data collection. To assess the Lebanese market and the rate of satisfaction with food and grocery online ordering and delivery, an online survey was distributed to 300 participants using random sampling technique. Results showed that Lebanese customers have increased their food and grocery online ordering through WhatsApp during Covid-19 pandemic and customers are satisfied with the overall service quality of delivered food, grocery, and with delivery time.