TERM PAPER: Service Quality Dimension Analysis of Foodpanda

Master of Business Administration

Service Marketing
Course: MKT- 627
Section: 1

Submit To:

Dr. Shaikh Rafiqul Islam

Professor
Marketing & International Business
School of Business and Economics

Submitted By: Group C

Name ID
Shoumik Islam 1935081060
Mashfir Ahmed 1935256660
Humaira Hossain 1935180660
Nazia Rahman Badhan 1925088660
Tahia Ata 2016370060

Date of Submission: December 28, 2021

 LETTER OF TRANSMITTAL

December 28, 2021

To:

Dr. Shaikh Rafiqul Islam

Professor, Marketing & International Business
School of Business and Economics
North South University

Subject: Submission of term paper on service quality dimension analysis of Foodpanda

Dear Sir,

I am pleased to present our report which is based on Term Paper On Service Quality Dimension
Analysis of Foodpanda which was prescribed by you. We conducted a questionnaire survey
involving 20 candidates based on the dimensions that allowed us to do proper analysis. We have
gone through the internet, other sources for the relevant information and applied for our term
paper to accomplish the assigned topic. We will be happy if you take our cordial thanks for
giving me the opportunities to increase our knowledge and ideas by giving this task.

We had followed all the instructions that you have provided. Despite our great caution, there may
have some shortcomings. We would be grateful if you consider those from the excusable point.

Thank you

Sincerely,

Shoumik Islam - 1935081060

Mashfir Ahmed - 1935256660
Humaira Hossain - 1935180660
Nazia Rahman Badhan - 1925088660
Tahia Ata - 2016370060
 EXECUTIVE SUMMARY

Foodpanda is a food delivery service that allows customers to buy food online and have it
delivered to their door via the Foodpanda mobile app or website. It is a worldwide food ordering
platform with a vast number of restaurants from which customers may pick their food. It is
operating in many cities and countries. In addition, it employs a huge number of active riders
who deliver food to customers' doorsteps.

Foodpanda Bangladesh Limited was founded in Bangladesh in December 2013 by a German

corporation. Rocket Internet, a European internet corporation recognized for establishing startups
and owning stakes in various models of the digitally retail industry, was the first to launch it. But,
on February 13, 2017, it sold the international brand Foodpanda to Delivery Hero, a German
competitor. Following the acquisition, Foodpanda was combined with Foodora, another online
food delivery business, and underwent a major rebranding.

Our professor assigned us the task of writing a report on the service quality dimension analysis.
As a result, we chose Foodpanda as the topic for our term paper. After conducting a Foodpanda
survey, we wrote about the industry analysis, quality dimension, customer satisfaction, and data
analysis. The purpose of this study is to justify Foodpanda Bangladesh Limited's current
customer satisfaction and compare it to their previous data to see how their performance has
changed.
 Table of Contents

1. Introduction.............................................................................................................................. 1
1.1 Mission & Vision................................................................................................................. 1
1.2 Services............................................................................................................................. 1
2. Industry Analysis...................................................................................................................... 2
2.1 Food delivery Industry........................................................................................................2
2.2 Bangladesh’s Food Industry Journey.................................................................................2
2.3 Food delivery Industry in Bangladesh.................................................................................2
2.4 Economic Condition Analysis.............................................................................................3
2.5 Competitor Analysis........................................................................................................... 4
2.6 Porters Five Forces............................................................................................................4
3. A brief description of Service Quality Dimensions and Customer Satisfaction.........................7
3.1 Tangibles............................................................................................................................ 8
3.2 Reliability............................................................................................................................ 8
3.3 Responsiveness................................................................................................................. 8
3.4 Assurance.......................................................................................................................... 8
3.5 Empathy............................................................................................................................. 9
3.6 Customer satisfaction.........................................................................................................9
4. Methodology.......................................................................................................................... 10
4.1 Data Collection................................................................................................................. 10
5. Analysis................................................................................................................................. 11
5.1 Interpretation.................................................................................................................... 12
6. Recommendation................................................................................................................... 12
7. Conclusion............................................................................................................................. 13
References............................................................................................................................ 14
Appendices............................................................................................................................ 15
1. Introduction

Foodpanda is a leading name in food ordering and delivery providers around the world. It
operates in 50 countries and regions with its headquarters in Berlin, Germany. Foodpanda aims
to serve gourmets around the world with their favorite dishes from local restaurants. Foodpanda
is an online food and grocery delivery platform brand owned by Delivery Hero. Foodpanda is
currently the largest food and grocery delivery platform in Asia outside of China, operating in 12
Asian markets. Foodpanda processes the order and sends it directly to the partner restaurant to
deliver the meal to the customer via the delivery driver. This service is available from its website
and mobile applications. It connects customers with restaurants that offer food delivery in the
area, enabling online / offline selection, ordering and payment. Customers enter their zip code on
the website, search for food in the list of restaurants, and order food. Before you enter your
address and check out, you can prepare your meal by browsing the restaurant menu and selecting
the items you want to order. There is also a review section on Foodpanda's restaurant page where
customers can comment on the restaurant's sales process, delivery, taste and overall impression.
Foodpanda isn't just about bringing delicious and favorite food to customers at their favorite
restaurants, it's also about making connections. Foodpanda sits down with the chefs, who prepare
different menus that are fresh and full of flavor. In 2013, Foodpanda was launched in Bangladesh
and currently it is the largest food delivery service in Bangladesh.

1.1 Mission & Vision

Like any other business, Food Panda has its own mission and vision. Foodpanda's mission is
"Bring delicious food into your daily life". This means they don't deliver but go the extra mile to
make customer satisfaction even more memorable. No matter what their customers want, they
can help.

1.2 Services
Foodpanda gives customers the easiest way to order food from their favorite restaurants and have
it delivered to their door. They also started delivering groceries to their customers. They have a
lot of restaurants on their list for customers to order from, including different cuisines and fast
food.In 2013, Foodpanda was launched in Bangladesh. With over 20,000 employees working in
its business, Foodpanda is currently the largest food delivery service in Bangladesh.

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2. Industry Analysis

2.1 Food delivery Industry

Food delivery Industry is a courier service which facilitates customers to order food items via
mobile app or websites. Food delivery companies are in partnership with several restaurants,
cuisine, or grocery shops.

2.2 Bangladesh’s Food Industry Journey

Restaurant chain concept was a very unfamiliar term before the 2000's. There was lack of
competition and hence only few Chinese Restaurants were operational in elite areas of Dhaka.
Due to the central zone of the country's business center, some restaurant facilities were
established surrounding the Motijheel area. With Respect to Bangladesh’s economic growth, the
restaurant business sector expanded over the period of time specially in the 21st century.

The inauguration of the international chain restaurant began back in 2003 with the launch of
Pizza Hut in Gulshan. KFC came into Bangladesh in 2006. Gradually, some major QSR(Quick
Service Restaurant) like BBQ, Manhattan Fish Market, Mainland China, Herfy established their
franchise and began to expand their operation by establishing outlets in different parts of the
country. Taking advantage of this exponential growth of food industries in Bangladesh, major
foodservice providers like Foodpanda, Pathao, Hungrynaki launched their courier operation in
Bangladesh and facilitated food to the consumers doorstep with the help of information systems
and utilizing technology.

2.3 Food delivery Industry in Bangladesh

Bangladesh’s food delivery industry hasn’t yet exceeded 100 million. Compared to the South
Asian countries for Instance, India, Bangladesh’s food industry is still at its baby stage. As
expected, due to the advancement of technology and economic growth rate of China, it holds the
world top position with a market share of approximately 50 Billion USD. Next to china, about
half of its market size, the US is dominating 26 Billion USD worth of Market Share amongst the
global food delivery industry comprising a total of around 140 Billion USD.

With the increasing number of smartphone technology amongst the consumer, via app; foods can
be ordered on demand now-a-days in Bangladesh. The ride services market has boosted the
process of facilitating the increasing demand of food order in Bangladesh which is rising over the
period of time and also capable to meet future demand. In Bangladesh there are so many
competitors in food delivery industries. With the escalating competition the war has always been
with the low price, in another word discount competition. So, majority of the revenue of the food
companies come from promotional activities alongside with delivery charges and received
commission from the restaurants.

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 Figure 1: Comparison of Food delivery industry (Source: Business Inspection)

In the beginning, most of the food delivery companies started their business without any
commissions from the restaurants, whereas depending on scenarios on each order 25-30% charge
is imposed.

2.4 Economic Condition Analysis

Technological advancement and change in lifestyle have overall shaped the perception of people
and that’s why an unprecedented surge has impacted the overall growth of food demand via
delivery services in the recent years especially in Dhaka and few other cities of the country.
Higher buying capability and busy working hours have made most of the people compelled to
purchase food from online to save important corporate hours. Currently four companies
including Pathao food, share 90% of the market, leaving rest for the others. Now the online
delivery market has reached sales worth of $10 million.1 It is estimated that by 2025 market will
cross $5 Billion. On an average approximately 25,000 food orders are being delivered currently
on daily basis. Additionally, this has increased employability of a total of 3500 delivery person
who are involved in the food delivery industry as an employee or freelancer (Muntasir, 2019).

● FDI inflows: There has been recent foreign direct invest in Bangladesh which is uprising
over the years. The aggregate value of the e-commerce market in 2019 was USD 1,648
Million which will increase to USD 2,077 Million by 2020 and expected to reach a
market potential of approximate value of USD by 3,077 Million. (Statista, 2019).
Recently, Daraz which is a concern of Alibaba group has purchased HungryNaki.
Alibaba as a foreign investor acquired this and it is expected to continue backend IT and
infrastructure development of HungryNaki.
● Govt Policy: With the increased demand, government has to streamline the business
process that best defends both customer and suppliers’ interest. To do that e-commerce

1
Ibrahim Mohiuddin, Deputy CEO of Hungrynaki.com (Source: Dhaka Tribune)

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 Association Bangladesh(e-CAB) has formulated policy namely Digital commerce Policy
2021.
The cost per meal is still higher for restaurants. This includes upfront cost, supply chain
cost, VAT, tax payment. It is claimed by many restaurants that high commission charged
by the delivery services is harmful for their business profitability. The e-commerce
platforms are instructed to get registration done under BIN (Business Identification
Number). A proposition of central complaint tracking management system has been
proposed by e-CAB.

2.5 Competitor Analysis

Currently there are four major competitors in the Market namely Pathao Food, Food panda,
HungryNaki, Shohoj Food. In terms of orders received per day Pathao Food holds the major
market share of approximately 42%. The next share is hold by Foodpanda which is
approximately 32%, HungryNaki and Shohoj food delivery has the equal percentage of share,
leaving 10% share for the few others start up in the market. Currently, Pathao food has the
highest number of affiliated restaurants of approximately 5000, whereas foodpanda officials are
saying it’s approximately 4000 restaurants in their case.

Pathao and Foodpanda has the major advantage in terms of data and technology implications
which is helping them to design better routing plan to optimize cost and timely delivery in
different locations of the country. In terms of discount, shohoz food made a successful move for
which they were able to acquire a market share of around 10% within short span of time.
Additionally, in less than a year of launching Shohoz Food signed contracts with more than
1,200 restaurants.

Some start-ups are trying to offer new types of offering for different market segment. For
example, cook-ups business model is to deliver homemade foods to the customer, additionally
they sell homemade honey, oil and several items on their web platform. Kludio is the country’s
first full- stacked cloud kitchen. They are focused on superior storage system and a optimized
supply chain solution. With their Kaas(Kitchen as a service) they facilitate zero upfront costs
which is a major deal for many people who are restaurant entrepreneurs and help them in
outsourcing their delivery logistics seamlessly.

2.6 Porters Five Forces

There are 5 forces of porter’s model that dictates whether a business model is sustainable or not
by analyzing industry competitiveness. In terms of online food delivery business these can be
termed as:

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❖ Rivalry among existing firms

Based on the competitor analysis rivalry among competing firms is strong. Based on some factors
it can be defined:

● Number of competitors in the Market:

There are at least 5 popular online food delivery services such as HungryNaki, Pathao
Food, FoodPanda, Shohoz Food,etc. The competition is based on restaurant coverage and
the level of quality of service it provides to the customer. Pathao food has overall more
share in restaurant coverage, however in terms of major coverage in Dhaka city
Foodpanda is well ahead compared to any other companies. Industry is highly
competitive on overall basis.

● Growth Prospects of the market:

With the advancement of Data analytics and technological advancement the industry has
huge potential as the overall growth rate is around 10% every year. Bangladesh is
receiving FDI every year which is attracting more investors to cover the future demand in
this industry and countries economic advancement has made technology accessible to the
mass.

● Availability of Substitutes:

There is no such thing as monopoly in this food delivery service industry. Consumer are
always having substitutes since the competition is fierce. People prefer to get discounts.
However, although all companies are active towards offering promotional campaigns
towards the consumer, the level playing field is also ensured.

● Exit Barrier:

Exit barrier is very low in food delivery industry, since there are lots of investment and
business loans in this industry and so many people are now getting employability. One of
the global chain Uber Eats has recently left Bangladesh, but companies can’t leave
overnight, they must follow some legal procedure according to the government
compliance to terminate their operation.

❖ Factors Affecting Threats of New entrants

There is no easy entrance to this industry since companies need to comply with strict
government directives.

● Economies of Scale:

Since services are intangible, food delivery services core strength is how they are
designing their app, hence cost associated with the app increases depending on the
variation of services they are providing. As such, they achieve economies of scale
depending on how

Page | 5
 optimized way they have designed their app and streamlined business processes
accordingly. That will give them more efficiency. So, new entrance is very difficult in
this industry since it takes time for a new entrant to build reputation.

● Regulatory and Legal restriction:

Due to recent scandals in online business, level of trust in consumer has decreased hence
people are becoming more conscious and in case of service failure they are lodging
complain against companies who have failed to provide them satisfactory services. So
government has introduced new policies and hence it creates a lengthy registration
process. Unless having huge capital and resources, it becomes tougher to stay in
competition.

● Product differentiation:

In terms of food delivery services, it’s all about how they innovate new service offering.
And most consumers desire on time delivery and unspoiled food. However, the major
competition is based upon different level of discount offering. So, it’s difficult for new
entrants to sustain without any real product differentiation. (Example: Kludio,
Homechef).

❖ Threats of Substitute Products:

The service providers are trying their level best to develop different potential substitute
products. For example, Foodpanda exempts their delivery charge for upto 5 orders of
customers for encouraging their app usage, however Pathao foods has reward basis
promotions. Upon reaching certain level of rewards customers can unlock different discounts
on other products like electronic gadgets, home decorations, computers, smartphones etc. The
competition in this term is Moderate.

❖ Bargaining Power of Suppliers:

The rivalry is moderate in between firms that are competing in the market.

● Switching Cost:

The switching cost is very high for the suppliers. The main investment goes behind
setting up the app and then legal expenses to validate license to run business operation in
the country. However, by affiliating with different restaurants they get commissions from
the market. That’s why they don’t require additional investment over the delivery
channels. In contrast, suppliers bargaining power is low in the industry, it’s because there
are so many restaurants and customers demand is dynamic.

● Substitutes:

Online food delivery industries have additional business that comes as substitute with the
service offering. For instance, Hungry uses separate app, foodpanda has separate app, but
Pathao has no separate app. Rather under one app they are operating ride sharing
services,
Page | 6
 parcel delivery and food delivery. Hence, there is no additional incremental cost for
individual business sector for this company.

❖ Bargaining Power of Customers:

Supplier got some sort of first mover advantage in this industry. So, brand reliability has
made majority of the customers dependent on the service offering of some major companies
in this industry. However, it depends on couple of factors that determines level of bargaining
power of the customer:

● Switching cost:

Any food service delivery providers app is free of cost, so there is no switching cost for
customers. They just need to install the desired company’s app without incurring any
cost.

● Substitute Products:

There are so many service providers and customers have freedom to choose their desired
service provider like Pathao, Shohoz, Hungrynaki etc. So, their bargaining power is very
high in this perspective.

● Brand Loyalty:

Since, Customers have freedom to choose their favorite company, they will choose those
company which meets their needs and demands most. When the service sets a distinctive
competition in terms of quality and assurance, customers by their instinct, identify that
brand instantly. Not necessarily, Foodpanda or Pathao Food will remain the only brand in
Bangladesh if they can’t serve the desired level of service assurance with their capability
and resources they have. So, in terms of brand identification, customers have choices and
they spread positive WOM and become a loyal customer of that brand. So, customer has
the power in terms of brand identification.

3. A brief description of Service Quality Dimensions and Customer Satisfaction

Empirical study suggests that consumers perceive the quality of a service based on multiple
factors in a certain context or situation. Following Parasuraman et al. (1988), all these factors are
under 5 broad dimensions namely Tangibles, Reliability, Assurance, Responsiveness and
Empathy. Therefore, service quality is the assessment of how a customer interprets the service
through Tangibles, Responsiveness, Reliability, Assurance and Empathy.

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3.1 Tangibles

Tangible dimension denotes the physical aspects of a service. It comprises equipment,

employees, communication devices and materials that support in providing services and are
visible to the consumers. For FoodPanda in this case, the tangibles are the outlook of the
website/mobile applications, the appearance of the delivery personnel, the advertisements on
pamphlets, television and social media, order receipts etc.

Figure 2: Service Quality Dimensions

3.2 Reliability

Reliability represents the capability of the company to provide the promised services accurately.
It measures whether a customer finds the service provider dependable or not. For instance,
customers of online food delivery services like Food panda want their delivery to be timely,
undamaged and contain correct food items as per order.

3.3 Responsiveness

Responsiveness measures the desire of the service provider to help the customer via showing
swiftness in dealing with customer’s problems, complaints, queries or requests. For example,
how promptly customer representatives of Food Panda respond and try to resolve delayed
delivery issues of customer indicates the responsiveness dimension.

3.4 Assurance

Assurance is the ability of the service provider to trigger the feeling of trust and confidence of
the customers regarding their services. For example, customers of the Food Panda trusting the
delivery

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man to be well-trained and competent enough to deliver their orders properly is part of the
assurance dimension.

3.5 Empathy

Empathy is the dimension that embodies the individualized attention and care towards customer
specific needs and requirements as they engage in receiving the services. When a customer
complains about damaged food being delivered to him, the customer representative shows
empathy via listening to customers patiently, followed by a formal apology and a strong
dedication to make up for the service failure.

Figure 3: Customer Perceptions of Quality and Customer Satisfaction

3.6 Customer satisfaction

Customer satisfaction is the evaluation of a service being able to fulfill the needs and
expectations of the customer. It is the feeling of contentment that customers feel after receiving
the service. Technically, service quality is just a part of the bigger picture which is customer
satisfaction. Service quality dimensions specify service quality only while service quality,
product quality, pricing, situational and customer specific factors make up the customer
satisfaction.

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4. Methodology

Our group has decided to pursue and determine the co-relation of the food panda’s service
qualities dimensions’ impact on customer satisfaction. we have used multiple -regression for our
analysis. Multiple Regression is a method to find out the correlation between the dependent
variable with the help of two or more independent variables. While running this analysis, our
main purpose is to find out the impact of the service quality dimensions on customer satisfaction.

The formula proposes that,

 y = m1x1 + m2x2+ m3x3+ … + mnxn + b

where,

 y = the dependent variable of the regression

 m1, m2, … mn = slope of the regression
 x1, x2, … xn = independent variables of the regression
 b = intercept

4.1 Data Collection

Based on the five quality dimensions, we have set our survey questionnaires. After that we have
conducted a survey & collected a sample data consisting of 32 responses. In our survey
questionnaires, we used the 5 points ‘Likert’ scale method of survey.

It is just the degree of agreement or disagreement in a multiple-choice type format. As it does not
require the participant to provide a simple and concrete yes or no answer, it does not force the
participant to take a stand on a topic.

For 5 different attributes, we had asked them to choose the best option they prefer. In 5 Points
Likert scale, we have distributed the value of each scale as – [Strongly Unlikely= 1 point,
Unlikely
= 2, Neutral = 3, Likely= 4, strongly likely= 5 points]

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5. Analysis

ANOVA
df SS MS F Significance F
Regression 5 13.97332 2.794665 20.27451 4.52E-08
Residual 25 3.446032 0.137841
Total 30 17.41935

Coefficient Standar Lower Upper Lower Upper

s d Error t Stat P-value 95% 95% 95.0% 95.0%
Intercep 0.40771 0.95022 0.35109 1.22713 1.22713
t 0.387423 8 3 5 -0.45229 5 -0.45229 5
0.12651 4.11208 0.00037 0.25968 0.78083 0.25968 0.78083
m1 0.520259 9 8 1 7 1 7 1
0.15572 1.72906 0.09612 0.58996 0.58996
m2 0.269251 1 9 9 -0.05146 4 -0.05146 4
0.14785 0.51037 0.20577 0.20577
m3 -0.09874 7 -0.6678 8 -0.40326 8 -0.40326 8
0.14134 1.07924 0.29078 0.44364 0.44364
m4 0.152543 2 4 2 -0.13856 3 -0.13856 3
0.14378 0.63836 0.52904
m5 0.091788 6 5 1 -0.20434 0.38792 -0.20434 0.38792

Regression Equation:
Y′= b+ m1x1+ m2x2 + m3x3 + m4x4 + m5x5
Y′= 0.387423+ 0.520259x1+ 0.269251x2 -0.09874x3 + 0.152543x4 + 0.091788x5
Here,
m1= Assurance m4= Tangibles
m2= Reliability m5= Empathy
m3= Responsiveness

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5.1 Interpretation

The regression has been conducted with significance level, α = 0.05

 a = 0.387423 is the point where the regression line crosses Y axis

 m1 = 0.520259, Thus, we can conclude that Assurance is positively making an impact on
customer satisfaction.
 m2 = 0.269251, Thus, we can conclude that Reliability is positively making an impact on
customer satisfaction.
 m3= -0.09874, Thus, we can conclude that Responsiveness is negatively making an
impact on customer satisfaction.
 m4 = 0.152543, Thus, we can conclude that Tangibles is positively making an impact on
customer satisfaction.
 m5 = 0.091788, Thus, we can conclude that Empathy is positively making an impact on
customer satisfaction.

We can observe the R square value to be 0.802172 which indicates that 80.22% variation in the
customer satisfaction variable can be explained by the input variables, the 5 dimensions in this
case. Also, the F significance being so much smaller than significance level 0.05 says that, the
regression model is a better fit than the intercept-only model.

6. Recommendation

Taking five dimensions of the service quality into account an analysis has been conducted.
The results of the analysis have given a result where except the dimension responsiveness,
rest of the service dimension qualities have a positive relation with the customer satisfaction.
Based on that we can recommended the following;

 As Assurance depends on many factors but the main factor that customers perceived
while getting the service, how the service has been delivered via the final staff of the
company. Thus, address that if employees deliver the service enthusiastically
customers will have less dissatisfaction. That is why we will give our staffs time to
time perks or benefits based on their performance so that they can deliver the service
according as well as motivate other staff.

 To increase the reliability of our service so that our customers can get their delivery
on time, will enhance our supply chain system by introducing a strong AI system. Our
Ai system will guide the best route for delivery of the product, also our customers can
track it.

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  As for tangible dimension, we will update the features of our app from time to time
according to the trend.

 As for empathy, we will introduce a special feedback feature via apps for our
customers’ requirements. Based on those data we will try to improve our service with
more care for our customers.

7. Conclusion

For all restaurant owners, online food ordering platforms have proven tremendously beneficial to
their business. People in today's highly competitive, tech-savvy generation rarely have time to
prepare meals for themselves since they are always on the move. Consumers may purchase food
online while sitting in the comfort of their own homes or businesses. As a result, these online
food delivery services serve as a one-stop shop for individuals, allowing them to view the whole
menu of their favorite restaurants, select their favorite foods, and wait for their food to come
while doing their other tasks. These online food ordering systems, such as Foodpanda, support
restaurants in making huge profits and in establishing and boosting their brand image.

In the online food delivery service business, the research of this term paper demonstrates the
aspects that are significant to customers. Only service quality dimensions were used in this study
to investigate consumers' perspectives. Future studies should look at the compatibility of
customer and facility provider views. This will allow the industry to determine whether
customers and the organization have the same point of view on customer satisfaction concerns.
However, this study concludes that customer satisfaction alone is ineffective in establishing
customer loyalty; it also emphasizes the differences in consumer behavior. Individual differences
contribute to individual differences in online behavior.

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References:
H.T.T.P.S.W.W.W.T.H.E.D.A.I.L.Y.S.T.A.R.N.E.T.A.U.T.H.O.R.S.Y.E.D.-

M.O.S.T.A.H.I.D.A.L.-H.O.Q. (2021, April 12). How foreign investments in digital

ecosystem can catalyse a robust economy. The Daily Star.

https://www.thedailystar.net/opinion/news/how-foreign-investments-digital-ecosystem-

can-catalyse-robust-economy-2076017

Inside Foodpanda Bangladesh’s Aggressive Growth Push: An Interview with Zubair Siddiky,

Managing Director, Foodpanda Bangladesh. (2019, March 6). Future Startup. Retrieved

December 27, 2021, from https://futurestartup.com/2019/03/06/foodpanda-bangladeshs-

aggressive-growth-push-zubair-siddiky/

Muntasir, B. (2019, March 26). Meteoric rise of online food business. Dhaka Tribune. Retrieved

December 27, 2021, from https://www.dhakatribune.com/business/2019/05/26/meteoric-

rise-of-online-food-business

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Appendices
 Survey Questions

This questionnaire is conducted for the project report of Service Marketing Strategy (MKT: 627).
We have decided to conduct survey on Food Panda Bangladesh. How they are providing
different services. Following Questionnaire intends to find co-relation of Service Quality
Dimensions (Assurance, Reliability, Responsiveness, Tangibles, Empathy) with Customer
Satisfaction.

Strongly Unlikely Neutral likely Strongly

Assurance Unlikely likely
I trust Food Panda as a 1 2 3 4 5
brand
My level of confidence in 1 2 3 4 5
using the online payment
options via foodpanda app
Level of trust in customer 1 2 3 4 5
care representatives’ skill
and competency
Delivery men are 1 2 3 4 5
responsible
Delivery men are well 1 2 3 4 5
trained and experienced.
Food panda delivers food 1 2 3 4 5
on time.
 Strongly Unlikely Neutral likely Strongly
Tangible Unlikely likely
I think the website/app of 1 2 3 4 5
food panda is visually
appealing.
The site/app is up-to-date 1 2 3 4 5

Delivery personnel is well 1 2 3 4 5

dressed and in professional
attire.
I find their promotional 1 2 3 4 5
activities in social media very
engaging.

Strongly Unlikely Neutral likely Strongly

Responsiveness Unlikely likely
Food Panda app/website is 1 2 3 4 5
quick to access and easily
navigable
Delivery men are skilled at 1 2 3 4 5
delivery and interactive
communications
Customer care service 1 2 3 4 5
representative is prompt at
replying and processing
requests
Customer representatives 1 2 3 4 5
adapt to my specific issues
and keep me updated till the
issue is solved
Issues are promptly solved by 1 2 3 4 5
phone calls.
 Strongly Unlikely Neutral likely Strongly
Empathy Unlikely likely
Food panda Apps have clear 1 2 3 4 5
and understandable UI.

Foodpanda Customer 1 2 3 4 5
representative patiently
listens to your complaints.
Foodpanda delivers food at a 1 2 3 4 5
fair price.

Payment system is flexible 1 2 3 4 5

(e.g. cash change, MFS
provisions)
Foodpanda delivers food 1 2 3 4 5
according to the customer
requirement (e.g.
customization of food)

Strongly Unlikely Neutral likely Strongly

Reliability Unlikely likely
Food panda delivers food on 1 2 3 4 5
time.

Delivery packages are sealed 1 2 3 4 5

and undamaged.

Food Panda delivers the 1 2 3 4 5

ordered foods accordingly

Foodpanda has an effective 1 2 3 4 5

system for refunding and
processing complaints

I find all the information of 1 2 3 4 5

restaurants, food items,
pricing, and other relevant
charges (delivery,
discounts) to be credible
 Unlikely Neutral likely
Customer Strongly
Unlikely
Strongly
likely
Satisfaction
Foodpanda meets my needs 1 2 3 4 5
and expectation level

Foodpanda’s unique 1 2 3 4 5
service makes you
repurchase from it again

It is convenient to use 1 2 3 4 5
Foodpanda delivery service

Foodpanda values my time 1 2 3 4 5

Foodpanda offers better 1 2 3 4 5

value for money
Chart
Level of trust in customer care representatives’ skill and competency
32 responses

15

12 (37.5%)
10

B (25%)

5
5 (15.6%)
4 (12.5%)
3 (9.4%)

0
1 2 3 4 5

Delivery men are

responsible
32 responses

15 14 (43.8%)

10 9 (28,1%)

6 (18.8%)

1 (3.1%)
2 (6.3%)
0
1
2 3 4 5
Delivery men are well trained and experienced.
32 responses

15

15 (40.6%)
10
10
(31.3%)
7 (21.9%)

0 (0%)
2 (6.3%)
0
1
2 3 4 5

Food panda delivers food on time.

32 responses

15

15 (40.6%)

10

8(25%)

5
5 (15.6%)
4 (12.5%)
2 (6.3%)
0
1 2 3 4 5
Delivery packages are sealed and undamaged.
32 responses

15
15 (46.9%)

10
9 (28,1%)
7 (21.9%)
5

1 (3.1%)
0 (0%)
0
1
2 3 4 5

Foodpanda has an effective system for refunding and processing complaints

32 responses

8
8 (25%)

6 7 (21.9%) 7 (z1.g%›

5 (15.6%)
4 5 (15.6%)

0
1
2 3
I find all the information of restaurants, food items, pricing, and other relevant charges
(delivery, discounts) to be credible
32 responses

15

13 (40.6%)

10
9 (28.1%)

5 6 (18.8%)

4 (12.5%)

0
4

Food Panda app/website is quick to access and easily navigable

32 responses

15

13 (40.6%)
12 (37.5%)
10

5
5 (15.6%)
1 (3.1%)
1 (3.1%)

1 2 3 4 5
Delivery men are skilled at delivery and interactive communications
32 responses

15
15 (46.9%)

10

B (25%)
7 (21.9%)
5

1 (3.1%)
1 (3.1%)
0
1
2 3 4 5

Food Panda delivers the ordered foods accordingly

32 responses

20

17 (53.1%)
15

10
9 (28.1%)
5

0 (0%)
3 (9.4%) 3 (9.4%)
0
1
2 3 4 5
Issues are promptly solved by phone calls.
32 responses

10.0
10 (31.3%)

7.5

6 (18.6%)
0 6 (18.8%) 6 (18,8%)

4 (12.5%)
25

00
1 2 3 4 5

I think the website/app of food panda is visually appealing.

32 responses

15
15 (46.9%)

10
9 (28,1%)
7 (21.9%)
5

1 (3.1%)
0 (0%)
0
1
2 3 4 5
The site/app is up-to-date
32 responses

15
15
(46.9%)

11 (34.4%)
10

1 (3.1%) 4 (12.5%)
1 (3.1%)
0
1
2 3 4 5

Delivery personnel is well dressed and in professional attire.

32 responses

15
14 (43.8%)

10

8(25%)
7 (21.9%)
5

3 (9.4%)
0 (0%)
0
1 2 3 4 5
I find their promotional activities in social media very engaging.
32 responses

10.0
10 10 (31.3%)
(31.3%)
7.5
8 (25%)

5.0

25
2 (6.3%)
2 (6.3%)
00
1
2 3 4 5

Food panda Apps have clear and understandable UI.

32 responses

15

10
11 (34.4%)
10
(31.3%)

5 6 (18.8%)

3 (9.4%)
2 (6.3%)
0
1 2 3 4 5
Foodpanda Customer representative patiently listens to your complaints.
32 responses

10.0
10 (31.3%)

7.5
8 (25%)

5.0 6 (18.8%)
5 (15.6%)

2s 3 (9.4%)

00
1 2 3 4 5

Foodpanda delivers food at a fair price.

32 responses

15

15 (40.6%)

10
9 (28 1%)
7 (21.9%)
5

3 (9.4%)
0 (0%)
0
1 2 3 4 5
Payment system is flexible (e.g. cash change, MFS provisions)
32 responses

15
14 (43.8%)

10 11 (34.4%)

5
5 (15.6%)
1 (3.1%)
1
(31%)
0
1
3 4 5
2

Foodpanda delivers food according to the customer requirement(e.g. customization of food)

32 responses

100
10 (31.3%)

7.5
8 (25%) 8(25%)

5.0
5 (15.6%)

25

1 3 1%)
oo
1 2 3 4 5
Foodpanda meets my needs and expectation level
32 responses

15
14 (43.8%)

10

B (25%) 9 (28,1%)

1 (3.1%)
0 (0%)
0
1 2 3 4 5

Foodpanda’s unique service makes you repurchase from it again

32 responses

15

15 (40.6%)
10
10 (31.3%)

5
6 (18.8%)

0 (0%) 3 (9.4%)
0
1
2 3 4 5
It is convenient to use Foodpanda delivery service
32 responses

15

15 (40.6%) 13 (40.6%)

10

5
4 (12.5%)
1 (3.1%) 1 (3.1%)

0
1 2 3 4 5

15

10 11 (34.4%)

B (25%) 8 (25%)

3 (9.4%)
2 (6.3%)
0
1
2 3 4 5
Foodpanda offers better value for money
32 responses

15

10
11 (34.4%)

9 (28,1%)

5 7 (21.9%)

1 (3.1%) 4 (12.5%)

0
1
2 3 4 5

Customer care service representative is prompt at replying and processing requests

32 responses

10.0
10 (31.3%)

7.5

7 (21.9%)
5.0 6 (18.8%) 6 (18,8%)

2s 3 (9.4%)

00
1 2 3 4 5