An Empirical Study on Customer Expectations and Perceptions on Service Quality of Food Delivery Apps (With Special Reference to Coimbatore City)

An Empirical Study on Customer Expectations and Perceptions on Service Quality of Food Delivery Apps (With Special Reference to Coimbatore City)

Dr T.Nathiya, Assistant Professor, Department of Commerce with Business Analytics, Dr. N.G.P. Arts and Science College, Coimbatore.

Mr. Jeevavigneshwaran V, Student, Department of Commerce with Business Analytics, Dr. N.G.P. Arts and Science College, Coimbatore.

Abstract

        Customer satisfaction and perception of food delivery apps in Coimbatore City are influenced by key factors such as service quality, affordability, reliability, and user experience. This study aims to evaluate the expectations and actual perceptions of consumers regarding food delivery services, focusing on aspects like order accuracy, delivery time, app usability, pricing, and customer support. A structured survey was conducted among food delivery app users in Coimbatore to analyze their experiences with popular platforms.The research examines the influence of brand reputation, service responsiveness, and technological advancements on consumer choices. Findings reveal significant trends, including the growing reliance on digital food delivery services, the demand for timely and efficient deliveries, and the impact of user reviews and word-of-mouth recommendations. The study provides valuable insights for food delivery service providers to enhance service quality, improve customer satisfaction, and build stronger consumer trust. Addressing customer concerns and improving service transparency can lead to better user retention and overall growth in the online food delivery sector.

Keywords: Customer Expectations, Perceptions, Service Quality, Food Delivery Apps, Coimbatore, Consumer Satisfaction.