The service operation of Foodpanda Bangladesh

Abstract

In recent years, development in the technology sector has promoted rapid advancement in online food ordering system. Starting from homemade food to fine dining restaurants, people have now become more accustomed to online delivery system platform. Online food ordering system is no longer an option. Customers can now easily order their necessary groceries/ products or even order their favorite food from sitting at home safely. The delivery portals deliver ordered items to their address accordingly. During the pandemic, online ordering services is booming. As we know development in technology has made everything quite easy and futuristic. Nowadays, people has become very tech-savvy and they like to do things in an easier way. Digital technology has made everyone’s life much easier and faster. In this current pandemic situation of COVID19 people feel safer in ordering food online rather than going to a restaurant, getting exposed to unwanted crowd and getting in contact with paper menu which has been touched by customers who visited the restaurant previously. In December 2013, Foodpanda a German based company started its operations in Bangladesh and since then it has been the one of the leading online food delivery portal in Bangladesh. Currently it is owned by Delivery Hero, being also merged with Foodora. It has an integrated food ordering system. Here, customers are able to track their order and are also given the opportunity to give their feedback after every order that they made. Customers are notified when their order has been confirmed and ready to be picked up by the riders. In this report on ‘The Service Operation of Foodpanda Bangladesh’, I tried to address and focus on the customer service along with the customer perspective that Foodpanda Bangladesh Limited provides. The main purpose of this study is to understand and justify the customer satisfaction of Foodpanda Bangladesh Limited, how they provide the service and how the service can be improved in the coming days.22