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undergraduate thesis
Impact of Restaurant Online Ordering on Customer Service Quality
2022. urn:nbn:hr:229:945322
Car, Ivana
RIT Croatia

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Car, I. (2022). Impact of Restaurant Online Ordering on Customer Service Quality (Undergraduate thesis). Dubrovnik: RIT Croatia. Retrieved from https://urn.nsk.hr/urn:nbn:hr:229:945322

Car, Ivana. "Impact of Restaurant Online Ordering on Customer Service Quality." Undergraduate thesis, RIT Croatia, 2022. https://urn.nsk.hr/urn:nbn:hr:229:945322

Car, Ivana. "Impact of Restaurant Online Ordering on Customer Service Quality." Undergraduate thesis, RIT Croatia, 2022. https://urn.nsk.hr/urn:nbn:hr:229:945322

Car, I. (2022). 'Impact of Restaurant Online Ordering on Customer Service Quality', Undergraduate thesis, RIT Croatia, accessed 21 September 2024, https://urn.nsk.hr/urn:nbn:hr:229:945322

Car I. Impact of Restaurant Online Ordering on Customer Service Quality [Undergraduate thesis]. Dubrovnik: RIT Croatia; 2022 [cited 2024 September 21] Available at: https://urn.nsk.hr/urn:nbn:hr:229:945322

I. Car, "Impact of Restaurant Online Ordering on Customer Service Quality", Undergraduate thesis, RIT Croatia, Dubrovnik, 2022. Available at: https://urn.nsk.hr/urn:nbn:hr:229:945322

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Metadata
TitleImpact of Restaurant Online Ordering on Customer Service Quality
AuthorIvana Car
MentorMilenka Kužnin (mentor)
GranterRIT Croatia
Dubrovnik
Defense date and country2022-04-29, Croatia
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Economics
Abstract
Covid-19 created a major shift in customer demand for the restaurant industry. One of the leading trends that increased drastically during the pandemic is online ordering, which required restaurants to adapt to online ordering services and acknowledge the value they need to transfer digitally to keep service quality and customer satisfaction in accordance with standards. This research was based on examining the impact of online ordering services in Dubrovnik’s restaurants on customer service quality and satisfaction, and assessing whether this trend is becoming the norm for the future. An online questionnaire was completed by 52 college students, which measured their perception and satisfaction with online service options in Dubrovnik’s restaurants and assessed their online ordering intentions and habits for the future. Results showed that online ordering option is closely connected to customer loyalty and that demand for digital ordering from restaurants is remaining the norm for the future of the industry.
Keywords
Languageenglish
URN:NBNurn:nbn:hr:229:945322
Study programmeTitle: Service Management
Study programme type: professional
Study level: undergraduate
Academic / professional title: stručni/a prvostupnik/prvostupnica (baccalaureus/baccalaurea) ekonomije (stručni/a prvostupnik/prvostupnica (baccalaureus/baccalaurea) ekonomije)
Type of resourceText
File originBorn digital
Access conditionsOpen access
Terms of useLicence In copyright icon
Created on2022-05-17 11:29:00