A Study on Customer Perception and Loyalty Towards Online Delivery Platforms in Reference with Coimbatore City.

The rapid growth of digital technology and increasing internet penetration have significantly transformed consumer purchasing behaviour, leading to the expansion of online product delivery platforms in urban areas like Coimbatore. This study examines customer perception and loyalty towards online product delivery systems in Coimbatore city. The research focuses on understanding the factors influencing customer satisfaction, including convenience, delivery speed, product quality, pricing, payment security, return policies, and customer service. Primary data were collected from 107 respondents through a structured questionnaire, and the study employed tools such as simple percentage analysis, Likert scale, Chi-square test, and Henry Garrett Ranking technique for data analysis. The findings reveal that timely delivery, service reliability, and ease of return and refund policies play a crucial role in shaping customer perception and building loyalty. While most respondents prefer online platforms for their convenience and variety, challenges such as delayed deliveries and damaged products affect overall satisfaction. The study concludes that improving service quality, transparency, and customer support can enhance trust, promote repeat purchases, and strengthen long-term customer loyalty in Coimbatore’s competitive online delivery market.