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ABSTRACT
The study investigated the ef ect of online food delivery service on customers’ satisfaction. Data were primarily sourced through the administration of three hundred and eighty-five (385) questionnaire out of which same number (385) were found usable for the empirical analysis. The descriptive (frequency, mean and percentage) and inferential statistics (regression) were adopted for the study’s analysis. Specifically, the regression analysis revealed that: there is significant relationship between delivery time and customer satisfaction of online food delivery services in Benin City; there is a significant relationship between order accuracy and customer satisfaction of online food delivery services; there is no significant relationship between food quality and customer satisfaction of online food delivery services; there is no significant relationship between the ease of the ordering process and customer satisfaction of online food delivery services; and there is a significant relationship between customer service quality and customer satisfaction of onlinefood delivery services. As a result of these findings, it was recommended that: to enhance customer satisfaction, online food delivery services should prioritize improving delivery time; online food delivery platforms should invest in training their staf and implementing quality control measures to minimize order errors; practitioners should invest in well-trained and customer-oriented staf who can provide assistance, resolve issues, and maintain a positive customer experience; it is essential to maintain a consistent level of food quality to meet customer expectations; and online food delivery platforms should regularly assess their user interfaces, ensure mobile-friendliness, and provide clear and concise ordering instructions to make the process as seamless.
