Title: Smart ordering: assessing customer satisfaction towards AI-assisted food ordering and delivery management systems

Authors: Hardaman Singh Bhinder

Addresses: Department of Tourism, Hospitality and Hotel Management, Punjabi University Patiala, Punjab, India

Abstract: The research study focuses on the role of artificial intelligence for customer satisfaction in the food service industry. A mixed-method approach was used to gather primary data from 354 users in Punjab, which was derived through a self-structured questionnaire, while also taking secondary data from several sources of academic publishing. The analysis consists of the application of various statistical tools, including MS Excel, SPSS 26 and AMOS 23 to compute various metrics such as mean, standard deviation, regression, and SEM. These tests are used to prove the objectives and hypothesis of the study. The studies key findings are as follows: AI-driven recommendation facilitates further choices for users at the ordering stage in an engaged environment. This positively correlates with overall user satisfaction as they receive the actual results. The research has also brought into the limelight the difficulties users face with AI-supported delivery systems.

Keywords: AI-assisted food ordering; customer satisfaction; smart ordering systems; service quality; delivery management systems.

DOI: 10.1504/IJBCG.2025.146825

International Journal of Business Competition and Growth, 2025 Vol.10 No.1, pp.19 - 35

Received: 26 Nov 2024
Accepted: 19 Jan 2025
Published online: 20 Jun 2025 *

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