A Study on E-Service Quality and Customer Satisfaction in Online Food Delivery Platforms

Abstract

Technological advancement has brought significant changes in business processes. The food service industry continues to grow due to constant demand and strong competition. In recent years, several online food delivery platforms such as Zomato, Swiggy, and Uber Eats have emerged in India. Indian consumers have diverse tastes and preferences, which makes service quality an important factor for customer satisfaction. Online food delivery services aim to provide quality food at customers’ doorsteps within the promised time. Factors such as food quality, packaging, website design, delivery efficiency, and payment security influence customer satisfaction. This study focuses on understanding customers’ perception of e-service quality and their satisfaction with online food delivery services in Dindigul District.