Authors: Bhushan Sanjay Angre, Prof.Amruta Kamat
Abstract: This study focuses on analyzing customer satisfaction towards online food delivery services, highlighting key factors that influence consumer behavior and overall experience. The main objective is to understand customer preferences, usage patterns, and the impact of service quality on satisfaction levels. The research is based on primary data collected from 100 respondents through a structured questionnaire. Analytical tools such as percentage analysis and Chi-square tests were used to interpret the data and test the hypotheses. The findings reveal that the majority of customers are satisfied with online food delivery services, especially in terms of delivery time, food quality, and app usability. Service quality factors such as food quality, packaging, and delivery efficiency have a significant impact on overall customer satisfaction . However, factors like convenience, time-saving, and offers, although preferred by customers, do not show a significant statistical relationship with satisfaction . The study concludes that improving service quality and maintaining consistency are essential for enhancing customer satisfaction and building customer loyalty.
DOI: https://doi.org/10.5281/zenodo.20285475
