The role of couriers in the online sales of food and beverage businesses: the example of Eskişehir

With the widespread use of the Internet, the e-commerce sector has rapidly risen. In this context, online food ordering sites operating in the food and beverage sector and providing services over the internet play a significant role as online intermediaries. My thesis consists of a conceptual framework, methodology, and findings. This study was conducted using a qualitative research method in various food and beverage businesses located in Eskişehir. During the data collection process, content analysis was used, and descriptive analysis techniques were applied. The population of the research consists of food and beverage businesses operating in Eskişehir and the couriers working in these businesses. The research findings show that timely delivery by couriers, establishing positive relationships with customers, and professionalism during the delivery process are factors that increase customer satisfaction. Additionally, it was determined that the demographic characteristics and working conditions of couriers also have a significant impact on customer satisfaction. It was found that the websites of restaurants need to be professional and up-to-date, as these sites increase customer satisfaction and contribute to business success. Keywords: Restaurants, E-commerce, Courier, Food, Beverage