ABSTRACT

This research work evaluates the awareness and perception of customers to order food from the hospitality industry via online in owerri cosmopolitan. The managers, guests and staff of the hospitality industry formed the population of the study. Survey design was used, a sample size of 327 was use, questionnaire were distributed to the respondents, the entire questionnaires were completely returned. Data for this study was generated using questionnaire and personal interview. Frequencies and simple percentage were used to analyse the data generated. Recommendations were given to the effect that the result will assist owerri hotel and fast food managers in improving the service; facilities offered to their guests, as well as their patronage and competitive advancement.

TABLE OF CONTENT

Title page i

Certification page ii

Approval page iii

Dedication iv

Acknowledgement v

Table of content vi

List of tables ix

CHAPTER ONE

1.0 INTRODUCTION

1.1 Background of the Study 1

1.2 STATEMENT OF THE PROBLEM 3

1.3 OBJECTIVES OF THE STUDY 4

1.4   RESEARCH QUESTION 4

1.5     SIGNIFICANCE OF THE STUDY 5

1.6 SCOPE OF THE STUDY 5

CHAPTER TWO

LITERATURE REVIEW

2.0 INTRODUCTION 6

2.1   CONCEPTUAL FRAME WORK 6

2.1.1 Medium 7

2.1.2 Consumer 7

2.1.3 Product 8 

2.1.4 Firm 10

2.1.5 Environment 12

2.2 Theoretical Framework 13

2.2.1 The Theory Of Planned Behavior 13

2.3 Forming Beliefs About Shopping For Food Via The Internet/Telephone: 

The Influence Of Lifestyle 14 

2.4    Online Food Ordering 15

2.4.1   Online Food Ordering In The Hospitality Industry 16

2.4.2      Characteristics Of Online Review 17

2.4.3    Typology Of Online Food Ordering 19

2.5    Review Of Related Empirical Studies 21

2.5.1 Research On Guests’ Perception Of Hotel Experience 27

2.5.2 RESEARCH ON POST PUSCHASE INTENTION 29

CHAPTER THREE

3.1 MATERIAL AND METHODS 32

3.2 RESEARCH DESIGN 32

3.3 AREA OF STUDY 32

3.4 POPULATION FOR THE STUDY 33

3.5 SAMPLE AND SAMPLING TECHNIQUES 34

3.6 INSTRUMENT FOR DATA COLLECTION 35

3.6.1 DATA SOURCES 35

3.7 RELIABILITY OF THE INSTRUMENT 36

3.7.1 VALIDATION OF THE INSTRUMENT 36

3.8 DATA COLLECTION TECHNIQUE 36

3.9   DATA ANALYSIS TECHNIQUES 37

CHAPTER FOUR

4.0     DATA PRESENTATION AND ANALYSIS

4.1 DATA ANALYSIS AND INTERPRETATION 38

4.6 FINDINGS OF THE STUDY 57

4.7 DISCUSSION OF FINDINGS 58

CHAPTER FIVE

SUMMARY, CONCLUSION AND RECOMMENDATION

5.1 SUMMARY 62

5.1.1 RESTATED OF PROBLEM 63

5.1.2 DESCRIPTION OF PROCEDURES USED 63

5.1.3 MAJOR FINDING 63

5.2 CONCLUSION 64

5.3 RECOMMENDATION 64

5.4 SUGGESTION FOR FUTURE RESEARCH 65

5.5    CONTRIBUTION TO KNOWLEDGE 66

REFERENCES 67

LIST OF TABLES

Table 4.1 Distribution of questionnaire based on location 38

Table 4.1.1 Distribution of questionnaire based on location 39

Table 4.2 distribution of respondents based on sex 40

Table 4.3 Distribution of respondents Based on Age 40

Table 4.4 Distribution of respondents based on religious status 41

Table 4.5 Distribution of respondents based on marital status 42

Table 4.6  Distribution of respondents based on Educational level 43

Table 4.7 Distribution of respondents based on year the selected hotels

were established 44

Table 4.8, what communication channel does your hotel use when it was 

established 45

Table 4.9  Distribution of channel of communication hotels use now 46

Table 4.10 Distribution of year starts using online food ordering 47

Table 4.11 What are the problems with the use of online channel in your hotel 48

Table 4.12a what are the benefits and challenges of online food ordering 49

Table 4.12b what are the benefits and challenges of online food ordering 51

Table 4.13 What are the online food ordering strategies to effective 

Competition 52

Table 4.14a What channel of communication did you use to communicate to 

the hotel 53

4.14b which channel of communication do you prefer 54

4.14c Guest overall perception on the use of online food ordering by the 

hotels 55

4.14d  Post purchase intention on the use of online food ordering mouth 56