Online food delivery companies' performance and consumers expectations during Covid-19: An investigation using machine learning approach. (September 2022)

• Record Type: Journal Article
• Authors: Meena, Purushottam; Kumar, Gopal
• Is Part Of: Journal of retailing and consumer services. Volume 68(2022)
• Publication Date: 2022-09
• Subjects: Online food delivery -- Performance -- COVID-19 -- Social responsibility -- Consumer sentiment -- Topic modeling; Retail trade -- Periodicals; Service industries -- Periodicals; Customer services -- Periodicals; Commerce de détail -- Périodiques; Service à la clientèle -- Périodiques; Customer services; Retail trade; Periodicals; 658.87
• DOI: 10.1016/j.jretconser.2022.103052
• Languages: English
• ISSNs: 0969-6989

Abstract

Abstract: Online food delivery (OFD) businesses flourished during COVID-19; however, OFD companies experienced different challenges and customers' expectations. This paper uses social media data to explore OFD companies' performance and customers' expectations during the COVID-19 pandemic. The most important topics in developed and developing countries are identified using machine learning. Results show that customers in India are more concerned about social responsibility, while financial aspects are more important in the US. Overall, customers in India are more satisfied with OFD companies during the COVID-19 pandemic than the US customers. We further find that factors such as OFD companies' brand, market size, country, and COVID-19 waves play a crucial role in moderating customer sentiment. The results of the study offer several managerial insights.