The impact of service disruptions on customer loyalty and satisfaction in the food delivery industry in the French-speaking part of Switzerland
SONAR|HES-SO
- Opare-Ansah, Jennifer
- Wehren, Anna (Degree supervisor)
- Genève : Haute école de gestion de Genève
110 p.
Bachelor of Science HES-SO in International Business Management: Haute école de gestion de Genève, 2024
English
This Bachelor Project aims to understand how service disruptions impact customer satisfaction and loyalty in the food delivery market in Switzerland, specifically within Suisse Romande. With this work, changes and practical recommendations are offered to companies in such a way that they may improve their quality of service and, therefore, customer loyalty.
Critical results obtained from the study include: a majority of those customers face service disruption frequently, in terms of late delivery, wrong orders, or even cancellations. The interruptions of services affect the overall customer satisfaction and customer loyalty. In the event customers have had a bad experience shaking their loyalty, then they are unlikely to recommend the platform. Therefore, it is of paramount importance that firms handle the service-related problems efficiently in order to retain customer loyalty.
Depending on the case, such trials include operational drawbacks from traffic to unfavorable climate influences and inefficiency in restaurants. It is through solving such issues that the level of services can become more reliable. It is important in managing disruption with comparatively lower effort and cost for a sufficient level of customer satisfaction, just utilizing more favourable service recovery measures together with new digital tools available. And what is actually more important, the possibility of real-time order tracking and proactive communication.
There are various strategies that companies providing this service can use to combat or control these challenges. These flawlessly include proactive communication, whereby live order tracking and proactive notifications regarding the order process are pre-set to execute the role of keeping customers up-to-date on their orders, thus controlling displeasure by keeping expectations in balance. Tremendous problem-solving skills will be developed with consistent training programs for delivery drivers and customer service agents, and this enhances the quality of each conversation with a customer. This is key, and this becomes final; it is all about empathy and how clearly one speaks.
Also invest there in advanced digital tools for managing orders, optimizing routes, and customer support. When it comes to integrating AI and Machine Learning for predictive analytics, it means boosting operational efficiency, reliability, and security in order to optimize delivery time and resource allocation. Resort to comprehensive service recovery protocols, including refunds, discounts, and personalized apologies, in case of service failure. A good resolution with the proper timing prevents the bad impact of such service failure on customers' loyalty.
It should also have in place working systems where consumer feedback can be collected and analyzed. The constant review of the feedback helps to discover common problems and areas where improvement can be made, thus ensuring continuous refinement of the process of delivering services.
In other and more concise words, this research has shown the great effect of a service disruption on customer satisfaction and corresponding loyalty to the firm within the Swiss food delivery business. The recommendations given provide ways in which food delivery businesses can sustain and increase service quality, and therefore customer satisfaction, with the end result being that a customer feels more loyal to the firm. Customer expectations are rising, and technological advances, together with a focus on customer satisfaction, will be how companies navigate through the minefield of intricate service delivery.
Critical results obtained from the study include: a majority of those customers face service disruption frequently, in terms of late delivery, wrong orders, or even cancellations. The interruptions of services affect the overall customer satisfaction and customer loyalty. In the event customers have had a bad experience shaking their loyalty, then they are unlikely to recommend the platform. Therefore, it is of paramount importance that firms handle the service-related problems efficiently in order to retain customer loyalty.
Depending on the case, such trials include operational drawbacks from traffic to unfavorable climate influences and inefficiency in restaurants. It is through solving such issues that the level of services can become more reliable. It is important in managing disruption with comparatively lower effort and cost for a sufficient level of customer satisfaction, just utilizing more favourable service recovery measures together with new digital tools available. And what is actually more important, the possibility of real-time order tracking and proactive communication.
There are various strategies that companies providing this service can use to combat or control these challenges. These flawlessly include proactive communication, whereby live order tracking and proactive notifications regarding the order process are pre-set to execute the role of keeping customers up-to-date on their orders, thus controlling displeasure by keeping expectations in balance. Tremendous problem-solving skills will be developed with consistent training programs for delivery drivers and customer service agents, and this enhances the quality of each conversation with a customer. This is key, and this becomes final; it is all about empathy and how clearly one speaks.
Also invest there in advanced digital tools for managing orders, optimizing routes, and customer support. When it comes to integrating AI and Machine Learning for predictive analytics, it means boosting operational efficiency, reliability, and security in order to optimize delivery time and resource allocation. Resort to comprehensive service recovery protocols, including refunds, discounts, and personalized apologies, in case of service failure. A good resolution with the proper timing prevents the bad impact of such service failure on customers' loyalty.
It should also have in place working systems where consumer feedback can be collected and analyzed. The constant review of the feedback helps to discover common problems and areas where improvement can be made, thus ensuring continuous refinement of the process of delivering services.
In other and more concise words, this research has shown the great effect of a service disruption on customer satisfaction and corresponding loyalty to the firm within the Swiss food delivery business. The recommendations given provide ways in which food delivery businesses can sustain and increase service quality, and therefore customer satisfaction, with the end result being that a customer feels more loyal to the firm. Customer expectations are rising, and technological advances, together with a focus on customer satisfaction, will be how companies navigate through the minefield of intricate service delivery.
- Language
-
- English
- Classification
- Economics
- Notes
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- Haute école de gestion Genève
- International Business Management
- hesso:hegge
- Persistent URL
- https://folia.unifr.ch/global/documents/330860
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