Impact of Ordering App on Customer Satisfaction in Hospitality Sector

This study aims to investigate the impact of fast delivering app on customer satisfaction within the hospitality sector. It examines the trends, benefits, challenges, and recommendations associated with delivery apps.

Report

EXECUTIVE SUMMARY
From the above study has established that, speed of delivery is in turn considered to be of
key importance to the customers. Delivery application helps in increasing customer satisfaction.
High demand among millennial, easier online ordering system, virtual reality and augmented
reality are key trends associated with the delivery app. It has been recommended that, using
various modern delivery options, multi channel delivery option, reducing operational and
transportation cost helps in providing effective delivery services to the customers.

Table of Contents
EXECUTIVE SUMMARY.............................................................................................................2
INTRODUCTION...........................................................................................................................4
Background.................................................................................................................................4
Aims and Objectives...................................................................................................................4
HYPOTHESIS.................................................................................................................................5
LITERATURE REVIEW................................................................................................................5
RESEARCH METHODOLOGY.....................................................................................................6
RESEARCHING..............................................................................................................................7
FINDINGS.....................................................................................................................................12
RECOMMENDATION.................................................................................................................13
CONCLUSION..............................................................................................................................14
REFERENCES..............................................................................................................................15
APPENDIX....................................................................................................................................17

TOPIC: “To ascertain the impact of ordering app on customer satisfaction in the context of
hospitality sector.”
INTRODUCTION
Background
Delivery application tends to focus on taking good and efficient control of the delivery
procedure in order to ensure that the goods and products are delivery to the customers on a
timely manner (Aditjandra, and et.al., 2016). These applications lead to higher efficiency of the
business. It also helps in reducing the time associated with deliveries.
City Sprint in turn is considered to be as the logistics and courier company which was
founded in the year 1999. This company is headquartered in London, UK. It also provides
various set of services related with same day courier, international delivery, UK overnight
courier, logistics, etc.
Aims and Objectives
Aim
“To critically investigate the impact of fast delivering app on customer satisfaction within
hospitality sector. A study on City Sprint.”
Research Objectives
 To ascertain the trends associated with the delivery app.
 To critically evaluate the benefits and cost efficiency of delivery app and also how it
influences customer satisfaction.
 To examine the challenges and problems associated with delivery app.
 To provide proper recommendation for developing cost effective delivery app.
Research Questions
 What are the trends associated with the delivery app?
 What are the benefits and cost efficiency of delivery app and also how it influences
customer satisfaction?
 What are the challenges and problems associated with delivery app?
 What are effective recommendation measures for developing cost effective delivery app?
HYPOTHESIS
The key hypothesis statement of the research study to determine the impact of fast
delivering app on customer satisfaction by reducing its operational cost.

LITERATURE REVIEW
Literature review tends to provide relevant and significant collection of the data related
with specific topic. These are considered to be as secondary sources which helps in gaining
knowledge related with research subject matter.
To ascertain the trends associated with the delivery app.
Allen, Piecyk and Piotrowska, (2017) investigated that, delivery application ensure that
the goods and products are delivery to the customers on a timely manner. Millennial generation
are considered to be the one who in turn tends to demand the need of delivery apps because of
higher product requirements, instant delivery, effortless ordering, one step checkout, etc. Easier
online ordering system via virtual assistance, social media, smart devices, etc. are considered the
current trends of delivery app. Delivery companies have not limited there services to labour
force. They in turn uses various modern delivery options such as drones, robots, parachutes, etc.
in order to speed up delivery and lower the operational cost of business. Moreover, Bates and
et.al., (2018) argued that, delivery companies tend to focus on virtual reality and augmented
reality in order to drive new customers and expand brand awareness in order to boost up the sales
of products and services.
To critically evaluate the benefits and cost efficiency of delivery app and also how it
influences customer satisfaction.
Harrison, Rafiq and Medcalf, (2018) evaluated that, the delivery app which tends to
deliver various set of products and goods such as clothes, food, flowers, etc. to the customers.
The delivery application is very beneficial because it focuses on reducing the time associated
with deliveries. The cost efficiency of the delivery app can be increased by delivering goods to
the large number of people within the specific region. They must also focus on negotiating with
the various multiple carriers and also use packaging provided by the carrier. Additionally,
Magnusson and Hagerfors, (2019) examined the fact that, delivery application tends to enhance
the customer satisfaction of the customers by delivering the products within few hours or on the
same day. This helps delivery company in meeting the needs and requirements of the customers.
To examine the challenges and problems associated with delivery app.
Punel and Stathopoulos, (2017) sought to establish the fact that, the major challenge
associated with the delivery app is to deal with the large volumes of logistics. Difficulty in
maintaining the quality of the goods and services at the time of transportation in turn is

considered to be as one of the biggest challenge related with the delivery company. Moreover,
Song and Cullinane, (2017) argued that, unreliability associated with the logistics and delivery
staff is also considered to be one of the major challenge within delivery application.
Additionally, dilemma associated with the logistics and managing high degree of cost at the time
of delivery of goods to the customers in turn is considered to be one of the major challenge with
the delivery app.
RESEARCH METHODOLOGY
This is the specific procedure which helps in identifying and analytically analysing
relevant information related with the topic. This section of the research helps in evaluating the
overall reliability and validity of the study.
Research methods: It is a fundamental approach which helps in collecting the set data
which is very evident for uncovering new set of information. It is further classified into
qualitative and qualitative approach (Vermesan and et.al., 2017). The researcher of the study has
opted for qualitative method to easily draw inferences and interpret the set data.
Research philosophy: It is a feeling according to which data should be gathered. It is
classified into interpretative and positivism approach. The researcher of the study has opted for
interpretativism approach where various patterns of the study are evaluated by integrating human
interest.
Research approach: It is a preset process with various set of assumptions which helps in
analysing and interpreting data. It is classified into inductive and deductive approach. The
researcher of the study has opted for inductive approach in order to gain results and develop
theories at the end of research (Inductive Approach (Inductive Reasoning), 2020).
Data collection: It is an appropriate measure to gather various set of information related
with topic. The researcher will opt for both primary and secondary source of collecting data in
order to critically investigate the impact of fast delivering app on customer satisfaction within
hospitality sector.
Sampling: It is a statistical analysis which helps in predetermining various number of
observations. The researcher has opted for simple probabilistic method where 20 logistics
managers will be selected of City Sprint.

Data analysis: This is an appropriate framework to analyse the data collected with the
help of thematic analysis. It helps in gaining logical reasoning in order to examine various
components related with the trends of delivery app (Zaki and et.al., 2019).
RESEARCHING
Theme 1: Maximum number of customers use deliver app once a week.
PARTICULARS NUMBER OF
RESPONDENTS
% OF RESPONDENTS
Every day 6 30%
Once a week 8 40%
Once a month 4 20%
Not so frequently 2 10%
TOTAL 20 100%
30.00%
40.00%
20.00%
10.00%
Every day
Once a week
Once a month
Not so frequently
Theme 2: Yes, large number of respondents know about the key benefits of the delivery app.
PARTICULARS NUMBER OF
RESPONDENTS
% OF RESPONDENTS

Yes 12 60%
No 3 15%
Maybe 5 25%
TOTAL 20 100%
Yes No Maybe
0
0.1
0.2
0.3
0.4
0.5
0.6
60.00%
15.00%
25.00% % OF RESPONDENTS
Theme 3: The trends associated with the delivery app are high demand among millennial,
easier online ordering system, virtual reality and augmented reality.
PARTICULARS NUMBER OF
RESPONDENTS
% OF RESPONDENTS
High demand among
millennials
4 20%
Easier online ordering system 5 25%
Virtual reality and augmented
reality
3 15%
All of the above 8 40%
TOTAL 20 100%

20.00%
25.00%
15.00%
40.00%
High demand among
millennials
Easier online ordering system
Virtual reality and augmented
reality
All of the above
Theme 4: Highly agreed, delivery application helps in increasing customer satisfaction.
PARTICULARS NUMBER OF
RESPONDENTS
% OF RESPONDENTS
Agreed 5 25%
Highly agreed 8 40%
Disagreed 2 10%
Highly disagreed 1 5%
Neutral 4 20%
TOTAL 20 100%

25.00%
40.00%
10.00%
5.00%
20.00%
Agreed
Highly agreed
Disagreed
Highly disagreed
Neutral
Theme 5: Yes, fast delivery of products within 1 hour adds higher cost to the company.
PARTICULARS NUMBER OF
RESPONDENTS
% OF RESPONDENTS
Yes 15 75%
No 2 10%
Maybe 3 15%
TOTAL 20 100%

Yes No Maybe
0
0.1
0.2
0.3
0.4
0.5
0.6
0.7
0.8 75.00%
10.00%
15.00%
% OF RESPONDENTS
Theme 6: Speed of delivery is highly important to the customers.
PARTICULARS NUMBER OF
RESPONDENTS
% OF RESPONDENTS
Highly important 13 65%
Less important 6 30%
Not really important 1 5%
TOTAL 20 100%

65.00%
30.00%
5.00%
Highly important
Less important
Not really important
Theme 7: The challenges and problems associated with delivery app.
FINDINGS
Theme 1: Maximum number of customers use deliver app once a week.
Interpretation: The above carried out research from 20 logistic managers of City Sprint.
Out of which 40% sought to examine the fact that, large number of customers tend to use there
delivery app at least once a week. It states there is high demand for fast delivery services within
the market within reasonable delivery charges and time frame.
Theme 2: Yes, large number of respondents know about the key benefits of the delivery app.
Interpretation: The above carried out research from 20 logistic managers of City Sprint.
Out of which 60% sought to examine the fact that, there are various benefits associated with the
delivery app. It helps ion fast delivery of goods to the large number of customer and results in
higher sales to the company in cost efficient manner.
Theme 3: The trends associated with the delivery app are high demand among millennial,
easier online ordering system, virtual reality and augmented reality.
Interpretation: The above carried out research from 20 logistic managers of City Sprint.
Out of which 40% sought to examine the fact that, delivery app are on high trend and in turn
mainly comprise of high demand among millennial, easier online ordering system, virtual reality

and augmented reality. There is a high demand to deliver goods as fast as possible to the
customers.
Theme 4: Highly agreed, delivery application helps in increasing customer satisfaction.
Interpretation: The above carried out research from 20 logistic managers of City Sprint.
Out of which 65% (25%+ 40%) sought to examine the fact that, delivering goods to the
customers within few hours at lower cost in turn helps in increasing the satisfaction among
customers. It helps in meeting the needs and requirement of the customers as quickly as possible.
Theme 5: Yes, fast delivery of products within 1 hour adds higher cost to the company.
Interpretation: The above carried out research from 20 logistic managers of City Sprint.
Out of which 75% sought to examine the fact that, fast delivery of products within 1 hour to
customer in a specific region adds high cost to delivery company because of additional
transportation cost and operational cost to the company.
Theme 6: Speed of delivery is highly important to the customers.
Interpretation: The above carried out research from 20 logistic managers of City Sprint.
Out of which 65% sought to examine the fact that, speed of delivery is highly important to the
customers because it helps in reducing time by using effective means of transportation and
technology within stipulated time. Speed of delivery helps in delivering goods within predictable
and steady pace.
Theme 7: The challenges and problems associated with delivery app.
Interpretation: The above carried out research from 20 logistic managers of City Sprint.
Maximum number of respondents sought to examine the fact that, the key challenge related with
the delivery app is to deal with the large volumes of logistics. Moreover, difficulty in
maintaining the quality of the goods and services at the time of transportation and unreliability
associated with the logistics and delivery staff is also considered to be one of the major challenge
within delivery application. Managing high degree of cost at the time of delivery of goods to the
customers is also one of the major problem with the delivery app.
RECOMMENDATION
It has been recommended that, using various multi channel delivery options helps in
providing effective delivery services to the customers. Using various modern delivery options
such as drones, robots, parachutes, etc. helps in speeding up delivery and lower the operational
cost of business. Streamlining the experience of the customers with the use of augmented and

virtual reality technology. Establishing clear key performance indicators and reducing
operational and transportation cost helps in providing effective delivery services to the
customers.
CONCLUSION
From above study it has been concluded that, delivery app tends to add ease and
convenience to the customers which helps in reaching demand of large number of customers
which eventually results in higher customer satisfaction. It concludes that, high demand among
millennial, easier online ordering system, virtual reality and augmented reality are considered to
be the current trends of delivery app.

REFERENCES
Books and Journals
Aditjandra, P.T and et.al., 2016. Evaluating the impacts of urban freight traffic: application of
micro-simulation at a large establishment. European Journal of Transport and
Infrastructure Research.16(1).
Allen, J., Piecyk, M. and Piotrowska, M., 2017. Analysis of online shopping and home delivery
in the UK.
Bates, O and et.al., 2018. ICT for sustainable last-mile logistics: data, people and parcels.
Harrison, R.P., Rafiq, Q.A. and Medcalf, N., 2018. Centralised versus decentralised
manufacturing and the delivery of healthcare products: A United Kingdom
exemplar. Cytotherapy.20(6). pp.873-890.
Herrera, H and et.al., 2018. Impact assessment tool to assess the resilience of farming systems
and their delivery of private and public goods: D5. 1.
Magnusson, S. and Hagerfors, P.P., 2019. Drone deliveries of medical goods in urban
healthcare (Master's thesis).
Punel, A. and Stathopoulos, A., 2017. Modeling the acceptability of crowdsourced goods
deliveries: Role of context and experience effects. Transportation Research Part E:
Logistics and Transportation Review.105. pp.18-38.
Song, D.W. and Cullinane, K., 2017. The productive efficiency of container terminals: An
application to Korea and the UK. Taylor & Francis.
Vermesan, O and et.al., 2017. Internet of things cognitive transformation technology research
trends and applications. Cognitive Hyperconnected Digital Transformation: Internet of
Things Intelligence Evolution.
Zaki, M and et.al., 2019. Redistributed manufacturing and the impact of big data: a consumer
goods perspective. Production Planning & Control.30(7). pp.568-581.
Online

Inductive Approach (Inductive Reasoning). 2020. [ONLINE]. Available
through:<https://research-methodology.net/research-methodology/research-approach/
inductive-approach-2/>

APPENDIX
Age:
Name:
Gender:
QUESTIONNAIRE
1. How often do you use delivery app?
 Every day
 Once a week
 Once a month
 Not so frequently
2. Do you know about the key benefits of the delivery app?
 Yes
 No
 Maybe
3. According to you, what are the trends associated with the delivery app?
 High demand among millennials
 Easier online ordering system
 Virtual reality and augmented reality
 All of the above
4. Do you agree, delivery application helps in increasing customer satisfaction?
 Agreed
 Highly agreed
 Disagreed
 Highly disagreed
 Neutral
5. Do you think, fast delivery of products within 1 hour adds higher cost to the company?
 Yes
 No
 Maybe
6. How important speed of delivery is to the customers?

 Highly important
 Less important
 Not really important
7. According to you what are the challenges and problems associated with delivery app?