Exploring Restaurant Owners Acceptance of Online-Food Delivery Apps in Oman During Covid-19 Pandemic
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International Journal of Innovation in Computational Science and Engineering ISSN: 2708-3128
Volume-2 Issue-1, pp: 68-75 May-2021
Exploring Restaurant Owners Acceptance of Online-Food Delivery Apps
in Oman During Covid-19 Pandemic
Khalfan Sulaiman Khalfan Al-Busaidi Rashad Ali Rashid Al-Hamhami
University of Technology and University of Technology and Applied Sciences
Applied Sciences (Higher College of Technology)
(Higher College of Technology) 16S16885@stu.hct.edu.om
12S161102@stu.hct.edu.om
Taif Ahmed Said Al-Mudhaffar Maryam Ali Al Hinai
University of Technology and Applied Sciences University of Technology and Applied Sciences
(Higher College of Technology) (Higher College of Technology)
16S16780@stu.hct.edu.om maryam.alhinai@hct.edu.om
Abstract
Although Online-food delivery applications were operations. In addition, respectful authorities have issued
established in Oman before Covid-19 pandemic, they have strict rules like lockdowns and social distancing. They
boomed during the crisis. This research investigates forced restaurants to keep only the takeaways system to
restaurants owners acceptance of such applications. The serve their customers which caused a loss in revenue. Some
study took place in Muscat and it was conducted using of the restaurants had to lay off some of their staff to reduce
survey method to obtain responses from our 26 targeted costs and to keep the restaurant stand on its feet. Despite
restaurant owners. The study reveals a positive impression that these restaurants were depending on the dine-in system,
towards online-food delivery applications as most of the so they critically were affected. Later on, the restrictions
responses came back with satisfaction from using these reduced and loosed, but people were still not eating from
apps. According to the owners, they are enjoying the restaurants because they are afraid and aware of getting
benefits of using the applications (e.g., increased income, infected with covid-19. At that time, third-party apps
customer trust … etc.) and they are intending to continue (applications) take place which is the online food-delivery
using them even after the pandemic ends. apps was the solution for people to restore back their
The data was collected and analysed using a quantitative confidence and trust to eat from restaurants or order food
approach in accordance with the research methodology. again. Along with that, the safety measurements were taken
Aside from the approach used, the primary aim of this study by these online food-delivery apps to gain the customer's
was to determine the level of technology acceptance among trust back again.”
We are closely monitoring our riders insuring they follow
restaurant owners' perspectives specifically during the
precautionary food and groceries protocols during order
covid-19 pandemic. The Technology Acceptance Model collection and delivery” (Talabat, 2020).
(TAM) was also used in the research paper to be more Moreover, the BCCI (Bahrain Chamber of Commerce and
specific. This study utilized an online questionnaire. To Industry) states that the demand for online food-delivery
obtain the descriptive statistics analysis. apps have increased around the world especially in the
current situation to avoid going out as much as possible.
“Based on the traffic growth graph made by (Al- Mazrui,
1. Introduction 2011), we anticipate the traffic will increase by 200% by
In a time before covid-19, people used to dine-in restaurants the end of 2013 and the growth will mainly be driven from
on a regular basis or they are ordering the food from the the mobile side” (Al-Mazrui, 2011). As it showed in Figure
restaurants and take it back home. That is why restaurants 1, there was a huge evolution of mobile apps in Oman. In
have always been the ideal gateway for them. Which was which people were started to use these apps on their
always considered as a guaranteed way and always smartphones for their daily lifestyle and made their life
available. However, in the light of covid-19 events easier with the time in many ways, straight over the online-
according to the NCSI (National Center for Statistics and food delivery apps. However, these apps were not so much
Information) in Oman, 19% Of Omanis affected popular at the beginning of evolution, but in early 2015.
economically, where 32% of businesspersons were forced These apps have started to become popular day by day and
to shut down their business as well as 7% of them faced a many people were convinced to use them and safely order
huge fall in profit. Where Muscat took the first place of all food again. Furthermore, in 2020 these apps have become
governorates by 24% (NCSI,2020). Additionally, plenty of more popular especially when the pandemic started in
restaurants got shut down and many of them go bankrupt. Oman. Even the restaurants themselves started to announce
According to NCSI (2020), 19% of Omani citizens got and recommending their customers to use these apps for
infected economically because of the covid-19 pandemic. ordering food rather than going to the restaurant. To be safe
IJICSE@2021 68
International Journal of Innovation in Computational Science and Engineering ISSN: 2708-3128
Volume-2 Issue-1, pp: 68-75 May-2021
Within this 19%, 40% of workers salary have been reduced and avoiding of getting infected by the virus and reducing
and 32% of business owners stopped their business people gathering at one place.
More to add, these e-commerce platforms are a promising Abdullah (2012) stated in his research that “successful SMEs
sector here in Oman which corresponds to the “Oman are those who innovate by adopting technologies that give them
Vision 2040” for Omani entrepreneurs and encouraging a market competitive edge”. To link these facts to this research
them to start a business in this sector. title, restaurants are a type of SMEs.
2. Statement of the Problem On the other hand, there are restaurant owners still not
Several restaurant owners do not accept these modern accepting the idea to use these apps for many reasons, plus this
technologies such as online-food delivery apps. Which will will be illustrated further in the research. In the meantime, it
affect the technology adoption in Oman. Although, there is will be important to make a research about this topic, especially
a better solution for their customers to get their food by a it is the first time in our country for this research to be
single tap on their smartphones at home. While they will get conducted. Also, to override the importance of this research, is
what they desired rather than going to the restaurant and the need to illustrate how these pandemic challenges can be
wait for a long time. But restaurant owners were not solved through the internet and to be prepared for any similar
considering this solution. As we will be targeting event.
restaurants that have subscribed to these apps, we are going This research will add value to the field of study since it will
to identify if these apps did help them to increase their be the first research made about this topic in our country
revenue. Presenting that if the subscription fees were worth (Sultanate of Oman). So, it will uncover some conditions and
to pay and comparing the features and benefits, they got Facts regarding the topic. From this paper restaurant owners
from these apps. will have an idea about these solutions which will make them
decide a better decision according to their situations such as
3. Research Objectives subscribing to the app.
The aim of this research is to measure the acceptance of This research is expected to spread in Oman so according to its
online-food delivery apps among restaurant owners during findings and conclusions. Thus, might be a clue and a reference
the impact of covid-19 pandemic in Oman. for an applicable decision to many restaurant owners or other
To identify the benefits for the restaurants using these interested parties. In addition, they will benefit from this
third-party apps. research and form more efficient decisions based on it. In order
To measure the acceptance of online food-delivery to improve their revenue, grow and prevent others from
apps to these restaurant owners using Technology bankruptcy. This platform may benefit the food industry sector
Acceptance Model (TAM) and two Business strategies. from the social part since it will gather different restaurant
The reasons behind those restaurant owners do not use owners together that they can make business relationships
these apps yet. between them.
4. Hypothesis 6. Scope, Decimation and Limitation
H1: Most of restaurant owners subscribed in food delivery This research took place in the (Sultanate of Oman) exactly in
apps during COVID-19. Muscat and its surroundings. As there was a lack of resources
H2: These online food-delivery apps will help the restaurant accessible to the other big cities and the rural areas in Oman.
owners to restore the customer's trust to safely order food Along with the problem of reaching outside restaurant owners
again during the pandemic. with proper communications. As “Akeed” App mentioned in
H3: These apps will help to increase the income. 2019 that their company dealt with 250 restaurants in Muscat
H4: The restaurant owners will proceed to subscribe to at that time and their ambition to extend out of the capital in
these apps even if the pandemic concluded, because of its Oman (Al-Lawati, 2019). So, that is the reason why we have
positive significance. conducted our study in Muscat since these apps are more
5. Significance or importance of the study focused on the capital city and the restaurants are more
We came up by the idea through the conditions we are concentrated in the heart of Oman. At the current situation of
facing at the present time. So, we searched if any researcher covid-19 which after ten months from the beginning of the
made a study about the same idea before us in Oman. But pandemic, the research has taken its place from October to
we did not find any, so we see it as an opportunity to December 2020. Where the restaurant owners were involved.
conduct this study and investigate this topic. This topic is 7. Literature Review
very important for many reasons. People have been started A study by Cavusoglu (2015) was conducted in the US using
to trust these apps more than ever in different ways. Which survey method with the aim of finding reasons why companies
is a faster solution to order food, save time and reach adopt information technologies. The total number of
customer's doorsteps at a very convenient time. participants was 500 randomly selected restaurant manager.
“Smartphones have opened a new era in the field of The study concluded that managers perceive information
communication with the features that evolve day by day, technologies as enablers of efficient customers’ services and
lifting the restriction of space and time” (Ugur,2019). increased customer satisfaction.
IJICSE@2021 69
International Journal of Innovation in Computational Science and Engineering ISSN: 2708-3128
Volume-2 Issue-1, pp: 68-75 May-2021
Another study conducted by Brynjolfsson and Hitt (2000), potential for the restaurants. Also, they verified that
discussed the technology and its contribution to online ordering increased their revenue, improved their
productivity and the reduction of costs in the business capacity management, improved their productivity, and
sector. improved transactional marketing and customer
Another research conducted in Guwahati city of Assam, relationship management.
India. According to Shantashree and Debomalya (2019), According to Li, Mirosa and Bremer (2020), on their
125 restaurant’s owners agreed that increase of usage the research, they conducted a survey for a sample of 1000
apps increase sales to a great extent. This happened due to students from different universities in Nanjing. After
the features that the apps provided to them, where the analyzing the data, they revealed that at least 71.45% of
promotions were the most important one. In addition, they them are using these food-delivery apps and 85.1% of
found that using the applications help broadening the them used these apps more than once a week. Also, they
customer base and building brand image. noticed that the food-delivery apps have reported being a
Aakarsh, Aman, Samridh, and Varun (2019) investigated famous choice among Chinese students because it saves
customers’ opinion about restaurants and their food time (50.35% of 141 students in Hebei, China). In
delivery apps. They summarized the factors encouraging addition, they stated that during the covid-19 pandemic,
customers to use food delivery applications such as “speed these online food-delivery apps were the source of food
of service, promptness of handling complaints, brand for many people and helped them to stay at home as much
perception, promotional offers”. as possible.
Zhao, Y and Bacao, F (2020) conducted a study during the
Another study reported that online food-delivery apps save
COVID-19 global pandemic conditions to identify factors
customers time comes in place, rather than traditional ways
affecting customer decision to continue using food
(Adithya., Singh., Pathan., & Kanade, 2017). They also
delivery applications. The study found that customer
stated that, the advantages of these online food-delivery
satisfaction, task-technology fit, trust, performance
apps are that it set up an attractive interface that let them
expectancy and social influence are important factors
choose a wide range of food they wish. Plus, they can track
affecting customers decision.
their order very smoothly. Also, within the app, customers
can rate and provide their feedback on food that they have After analyzing the data, we figured out some patterns and
ordered later. More to mention, the app also accepts online gaps. One of them is that all the research papers except two
payments such as credit cards and debit card. That can make did not discuss the acceptance of food-delivery apps
the payments much faster and reduce cash flow. The study during the covid-19 pandemic. Or even any pandemic
concluded that food-delivery apps made it easy for encountered at the time they made the research or before
restaurants to receive orders smoothly. Also, restaurants can it. In addition, restaurants in Oman and the Gulf estates
easily upload their new meals and upload a picture with it were not part of the studies. This will make our research
to modify their menu any time they desire. Having your new and unique in Oman. So, other stakeholders can
menu online can make it easy for customers to reach out benefit from this research and made these restaurant
your restaurant. owners make a good decision related to the acceptance of
food-delivery apps.
Similarly, it was reported in (Jyotishman,, D, 2017-2019)
that customers use food delivery applications that are easy That is why we will be the first one to conduct this type of
to use, easy to pay, provides food and restaurants variety research in our country. In addition, there was an obvious
and provide delivery services. gap from previous research papers that they didn't focus
on studying the intention of restaurant owners to continue
Krishna Kumari (2019) stated that the online ordering
subscribing to these third-party apps even after the
system was a simple and convenient way for customers to
pandemic. On top of that, three out of eight researchers we
order food online, without spending much time in a
found that they used at least one technological model in
restaurant. In the restaurant industry, this way of ordering
their research. Where the rest of them write down their
food was reliable, safe, and simple which has transformed
research based on the business perspective side. The lack
the restaurant industry to a higher level. A standard
of researches based on the technological side proves that
questionnaire was used to measure the relationship between
there is a need to implement more researches that will
purchasing behavior and online food-delivery apps and the
focus on this perspective. So, we are going to evaluate our
feature that they offer. The study concludes that smart
research based on the technological model which is the
phones play a big role in the scenario and social media helps
Technology Acceptance Model (TAM) through three
the on-line service provider of food, by advertising in their
adoption factors which are usefulness, Behavioral
media and websites. Which will lead to more consumers.
intention, and ease of use.
So, we can figure that more customers lead to more income
and more adoption of these apps among other restaurant
owners.
Another research (Sheryl E. Kimes and Philipp F. Laqué,
2011) about “Online, Mobile, and Text Food Ordering in
U.S restaurant industry” conducted to know what the
current state of the restaurants is and how they are dealing
with the online ordering. They surveyed 326 top US
restaurants and they found that online ordering offers great
IJICSE@2021 70
International Journal of Innovation in Computational Science and Engineering ISSN: 2708-3128
Volume-2 Issue-1, pp: 68-75 and Wiersema (1993). “companies pursuing May-2021operational
excellence concentrate on making their operations lean and
efficient.” Other companies are focusing on customer
8. Research Method intimacy which is” willing to spend now to build customer
Due to the COVID-19 pandemic, restaurants witnessed a loyalty for the long term. They typically look at customer’s
huge decrease in customers dining-in. As a result, it affected lifetime value to the company, not the value of any single
them from other sides likewise. To know more about that, the transaction.”
quantitative method will be used for collecting and analyzing 10. Research Instrument
data in this research. “Quantitative research is the process of Our research instrument is a questionnaire, and it will be
collecting and analyzing numerical data. It can be used to find mostly depending on multiple-choice and Likert scale
patterns and averages, make predictions, test causal questions. Multiple choice questions will help us to gather
relationships, and generalize results to wider populations.” expected and limited answers that will analyze the data and
(Bhandari, 2020). We will use this method to detect what is form the conclusion easily. Likert scale question can be
the respondent's thoughts about these online-food delivery defined by a “scale in which responders specify their level of
apps. That is why we made sure that all participants are aware agreement to a statement typically in five points: (1) Strongly
of their opinions towards online-food delivery-apps. To make disagree; (2) Disagree; (3) Neither agree nor disagree; (4)
sure that we provide the most accurate and best results. “you Agree; (5) Strongly agree.” (Preedy & Watson, 2010). This
investigate relationships between your study variables. In type of question will assist us to gain a deeper understanding
experimental research, you systematically examine whether regarding the level of the respondent’s satisfaction towards
there is a cause-and-effect relationship between variables. our intended indicators and how they feel about it.
Correlational and experimental research can both be used to
formally test hypotheses, or predictions, using statistics. In
11. Sampling Design
these two types of research, the results can be generalized to Our research will target any restaurant owner in Oman. who
broader populations based on the sampling method used. To are using these third-party apps so they will be selected to
collect quantitative data, you will often need to use participate in the questionnaire, that is why we used three
operational definitions that translate abstract concepts (e.g., sampling. techniques which are non-probabilistic purposive
mood) into observable and quantifiable measures (e.g., self- sampling, convenience sampling and snowball technique. We
ratings of feelings and energy levels)” (McCombes, 2019). have used non-probabilistic purposive sampling because our
This report will include 4 parts it will start with describing targeted entity is specific and will search for them precisely.
the research design, then to clarify what research instrument “Purposive Sampling, subjects are selected based on study
will be used. Following that, we will define sampling design purpose with the expectation that each participant will
and it will end by explaining data analysis design. provide unique and rich information” (Etikan.I.,
Abubakar.S., Alkassim.R, 2016). In addition, we will use
9. Research Design convenience sampling as we know that restaurant owners are
The survey design will fulfill our research questions. the most convenient and well suited to participate in the
According to Stephanie (2015), survey design defined by questionnaire. As Paul J. Lavrakas (2008) mentioned,
“selecting members from a target population to be in a sample “Convenience sampling is a type of nonprobability sampling
for a sample survey.” This method is used in many different in which people are sampled simply because they are
cases and scenarios. In our case is to target a specific entity "convenient" sources of data for researchers”. Since several
which is restaurant owners. As well as knowing how far they respondents invited other respondents to participate in this
are comfortable with these third-party apps and their questionnaire, the snowball technique was very handy. We
efficiency for them rather than keeping many possibilities and have conducted the questionnaire with a sample of 20
confusions for them. We will choose the online method for restaurant owner who have tied up with third-party apps to
conducting the questionnaire, specifically through Google provide food delivery service for their customers.
Forms. There are other types of questionnaires other than the
online approach like postal questionnaire and other types. But
12. Data Analysis Plan
we will choose the online approach because it will save us a We will use Google Forms to create our questionnaire. It is
lot of time and effort to reach our targeted entity. According an online tool provided by Google which allows interested
to Sutherland (2019) “A major benefit of using online surveys people to create online questioners and surveys. This tool will
is that you receive real-time results. As soon as participants be very essential for the descriptive statistics analysis. As it
have completed the questionnaire, you can view and analyze will allow us to collect and finalize our responses from the
the responses.” Our main goal is to measure the restaurant questionnaire and form them into summarized data, diagrams
owners from a technology acceptance perspective, which is and charts that are provided by this tool depending on the
defined by “the adaptation process and a system that is results obtained from the questionnaire. On top of that, the
claimed to be due to different variables by the user of new questionnaire will be sent to respondents through a link, thus
technology” (Santos.J, Silva.O .2019). Specifically, we will it will save much time and effort. Also, this online tool is free
use the Technology Acceptance Model (TAM). Since it will of cost which will help us to make our research completely
free of cost. Regarding the inferential statistics, we notice that
give us better predictions for the user behavior and intent to
use these online-food-delivery apps. it is not going to add any value to our research since our
In addition, seeing that only one research used this model questionnaire question type was strictly direct answers. We
from our previous literature reviews besides other models. could manage to obtain our data analysis as we planned.
Our main intention is to use two main key 13. Results Analysis
indicators/variables which are customer intimacy and In this section, we will list our respectful 26 restaurant owner
operational excellence. Most of our literature reviews have responses to the survey that we have conducted. A set of
used either one or both key indicators. Referring to Treacy answers to the 11 questions are represented in pie charts, bar
IJICSE@2021 71
International Journal of Innovation in Computational Science and Engineering ISSN: 2708-3128
Volume-2 Issue-1, pp: 68-75 May-2021
graphs and tables with an in-depth explanation of each
question.
14. Demographic data
The demographic questions are not essential for this
research as well as it is not needed to test our hypothesis.
The reason is variables like gender, age and other variables
do not make any change or effect in our data analysis. Our
main objective is to target any restaurant owner whatever
was his personal characteristics, that is why we did not
include any demographic data question type.
Figure 6: reasons for subscribing to the apps.
The bar chart above illustrates the scale from strongly agree
to strongly disagree for the features that led restaurant
owners to subscribe to these apps. The first feature which is
food delivery was strongly agreed by 23 out of the 26
respondents that were a reason for them to subscribe to
these apps. Followed by the second feature which is an
Figure 4: How long has your restaurant been open?
online payment and 14 out of 26 strongly agreed with the
The first pie graph shows the percentage of when did the claim and 11 out of 26 respondents also strongly agree that
restaurant owners started their business. As we can notice the reason was to promote their restaurants. This proves the
most of the respondents which was 69.2% opened from 1 to concept of TAM, which is usefulness, in which many
5 years ago. The remaining two categories which are less restaurant owners accept these apps for their significant
than a year and more than 5 years have a percentage of usefulness.
15.4%. With these percentages, we can figure out that
most.of them are old in the business and their business
should be running well before the covid-19 pandemic,
unlike those who started less than a year who may already
be facing new business starters problems.
Figure 7: is the features specified matched respondents' expectations.
The bar graph above demonstrate that major business
owners have met their expectations from these apps to
Figure 5: when did restaurant owners subscribed in online-Food delivery improve their business operations by almost all of them
apps? from these features that are provided by these apps. Only a
The second chart clearly to be seen that most of the few out of 26 respondents were in between somewhat agree
restaurant owners which was 80.8% subscribed to these or neither agree nor disagree scale. The rest were on the
online-food delivery apps before the COVID-19 pandemic. scale of strongly disagree. This proves that the reasons and
On the other hand, few of them have subscribed during the variables we chose were the most reliable reasons for them
pandemic. So, this result rejected our hypothesis that to improve their business operations.
claimed that most restaurant owners subscribed to these
apps during covid-19 pandemic.
IJICSE@2021 72
International Journal of Innovation in Computational Science and Engineering ISSN: 2708-3128
Volume-2 Issue-1, pp: 68-75 May-2021
Figure 12: reasons behind not accepting Online-Food apps among other
Figure 8: is apps helped the respondents to restore customers trust during restaurant owners.
lockdown.
We can see here that most respondent's applicable reason
The results from this pie chart clearly show that the higher
for them, that other owners do not accept these apps was
percentage which is 53.8% of the respondents strongly
that subscription fees are very expensive with a percentage
agree that these apps helped them to gain customer's trust
of 69.2%. Only one of each respondent has chosen that the
to order food again during the lockdown, and there are no
reason for him whether these apps do not deliver to their
responds for strongly disagree or somewhat agree which
location or he thinks it is useless or because that other
approves our hypothesis.
restaurant owner does not know about these apps. For the
other respondents wrote their own justifications as clarified
in the red square below which contains their own written
answers. As a result, we noticed from the other answers
were all almost the same mentioning that the percentage of
each meal is very high and that is enough reason for other
restaurant owners to not subscribe to these apps as the first
option they are related because it is considered as an extra
expense for the restaurant.
Figure 9: is apps increased respondents’ income?
This pie chart reveals that most of restaurant owners which
was exactly 46.2% claimed that they somewhat agree that
these apps helped them to raise their income. Accompanied
by just 34.6% other respondents claimed that they strongly Figure 13: apps benefits versus subscription fees.
agree. Hence at this point, most of the respondents We can see from this pie chart above that 38.5% of
someway agree with our hypothesis. Plus, the remaining restaurant owners somewhat agree that the benefits of these
respondents were divided between somewhat agree and applications worth for them to pay the subscription fees.
neither agree nor disagree scale. Followed by two equal percentages which were 23.1% of
respondents somewhat agree with the claim and with the
same percentage neither agree nor disagree with the claim.
Finally, 7.7% of respondents strongly disagree, plus for the
identical percent, there are respondents who somewhat
disagree with the claim.
Figure 10: customer feedback in improving business.
According to this pie chart, half of the respondents
somewhat agreed that customer feedback helped them to
improve their business. The following high percentage
which is 34.6% shows that other respondents strongly
Figure 14: Online-Food apps continuity.
agree with the same claim, 11.5% of them neither agree nor From the above chart it is obvious for all 26 respondents
disagree. And only 3.8% of them somewhat disagrees with
acknowledged their intention to continue to subscribe to
the claim. these apps even after the pandemic. Which approves our
hypothesis that restaurant owners will proceed to subscribe
IJICSE@2021 73International Journal of Innovation in Computational Science and Engineering ISSN: 2708-3128
Volume-2 Issue-1, pp: 68-75 May-2021
16. Recommendations
Having a smaller number of participants was a problem we
faced during the part of data collection. This could be a
reason for a less accurate analysis to verify our findings. In
addition, to get more accurate findings we recommend
researchers who want to make similar research is to find a
higher number of participants. Since our research topic has
been conducted during this event which is the covid-19
situation. For that, this was a reason for not getting enough
Figure 11: Online-Food apps interface usability. previous literature to act as a reference to our research.
It is direct from the above pie chart that exactly half of the Including the lack of getting sufficient time for higher
respondents strongly agree that online-food delivery apps quality research. Therefore, we advise researchers to
have a friendly user interface and easy to use. On the other manage getting more time to search deeper for previous
hand, in the other 30.8% of the outcomes from respondents literature for more accurate and consistent research.
were somewhat agree. For 19.2% of the responses does
neither agree nor disagree. Including that no one of the 17. Conclusion
respondents either somewhat disagrees or strongly To conclude, at the present time, no one can deny the fact
disagrees with the allegation. These third-party apps and that online-food delivery apps are the latest technological
their benefits and positive impacts among them and their trend, that has an encouraging future and the opportunity
business operations. to promote any restaurant with no struggle. This was one
of the reasons that led us to measure the acceptance of
15. Findings Online Food-Delivery Applications during the Impact Of
Here, say which question is related usefulness, Behavioral COVID-19 in Oman among restaurant owners.
intention, and ease of use. For example, the question about Our findings proved that online-food delivery apps showed
increasing income we can say it is relating to the economic a big influence on the food industry sector during the
usefulness of the application to the restaurant. We can also covid-19 pandemic. Essentially this was proven by our
consider customer feedback page as an indicator to the
application usefulness in handling business processes. And to these after the pandemic for seeing the positive side from
so, on findings. The leading reason for restaurant owners to
The results of this research demonstrate for us that most of subscribe to these apps. showed a relation of satisfaction
the restaurant owners reveal a positive impression towards towards what did they expected, in which they found what
online-food delivery apps. As most of the responses came they asked for. This also revealed that customer feedbacks
back with satisfaction from using these apps. As we stated play an important role to improve many restaurant
in our hypotheses that most of the restaurant owners operations such as service and food quality. Which helped
subscribed during covid-19. So, we can analyze that the to build up the customer intimacy. Moreover, this enhanced
acceptance of these apps was even before the pandemic. operational excellence in a positive manner.
More than half of restaurant owners strongly agreed that According to our findings, many restaurant owners believe
these apps helped them to gain customer's trust to order that these apps have high subscription fees and do not
food again during the lockdown. This proves our worth paying for the return. Therefore, we have obtained a
hypothesis, so we can conclude that these apps had a strong relation that states, assuming if this subscription fee were
presence during the pandemic. Since of their precautionary less costly, there might be more acceptance from restaurant
measures that were taken to safely deliver food to the owners towards these apps. Although, we have analyzed
customer. Along with a good reputation and organized further, based on the question that tests whether restaurant
workflow. It is important to notice the positive responses owners agree that the benefits of these apps worth paying
to the question that is related to our hypothesis that claims. the subscription fees. Most of the responses pointed out
that these apps helped to increase their income. Most of the that they agree with the statement. However, the rest of
responses were on the scale of strongly agree and them might not agree because either one of the app's
somewhat agree, combining these two scales it is obvious features was convincing for him. Including that these apps
that this proves our hypothesis. did not meet their expectations.
As we said at our last hypotheses which stated if they will
continue using these apps even after the pandemic.
Outstanding results showed that it has met and proved our
expectations perfectly. This confirms that these apps have
a lot of benefits and a positive impact on the food industry
sector.
IJICSE@2021 74International Journal of Innovation in Computational Science and Engineering ISSN: 2708-3128
Volume-2 Issue-1, pp: 68-75 May-2021
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