A Comparative Analysis of Customer Satisfaction: Evaluating Service Quality and Deliveryefficiencyintwo Online Food Ordering Platforms Amongfrequentand Infrequent Users
Year: 2025
Type: article
Study design: Observational Study
Abstract: AIM This study aims to compare customer satisfaction levels between two onlinefooddelivery services, with a specific focus on how regular and occasional users perceiveeachplatform. By employing robust analytical techniques, including statistical testingandcomparative analysis, the research seeks to uncover actionable insights for service providersto enhance strategic decision-making and deepen the understanding of customer satisfactiondynamics in the online food delivery sector. MATERIALS AND METHODS ConductedinTamil Nadu, India, the study gathered data from 120 participants using Google Forms. Theresponses were analyzed using Excel and SPSS, with statistical methods such as ANOVAand t-tests applied to evaluate mean differences and correlations. The findings highlight variations in satisfaction levels between regular and occasional users, offering valuableinsights into service quality and delivery efficiency. RESULTS AND DISCUSSIONKeyresults include a one-sample t-test (t = 28.468, df = 134, p < 0.000), revealing a significant mean satisfaction difference of 1.985 between the two platforms, indicating notabledisparities in user perceptions. ANOVA results (F = 3.661, p = 0.014) demonstrate that thefrequency of issues varies across platforms, suggesting that service choice impacts problemoccurrence. Additionally, an independent t-test (p = 0.001) identified significant age-baseddifferences in ordering habits, with a mean frequency difference of -0.137, assumingequal variances. CONCLUSION The study concludes that online food delivery platforms facediverse challenges in meeting customer expectations. Swiggy, in particular, stands out for itshigh customer satisfaction ratings. The findings underscore the need for tailored strategiestoaddress varying user preferences, improve retention, and enhance overall satisfaction. Furthermore, the research highlights the critical role of user interface design in shapingthecustomer experience and fostering competitive advantage in the industry.
Author: N. Kalaivani
Language: English
Domain: Social Sciences
Open Access status: bronze
OpenAlex ID: W4410241492