Consumer Satisfaction and Service Quality of Food Delivery Apps

The rapid growth of food delivery applications such as Swiggy, Zomato, Uber Eats, and Dunzo has transformed the Indian food service industry. The increasing use of smartphones, internet penetration, convenience-based lifestyles, and promotional strategies have significantly impacted consumer behaviour. This study aims to analyse the level of consumer satisfaction and the service quality performance of food delivery apps using responses collected from 50 participants. The study uses descriptive percentage analysis and the weighted average method to examine customer perceptions regarding delivery speed, food quality, app usability, payment convenience, and customer support. The findings reveal that timely delivery, accuracy of orders, app performance, and discounts are major determinants of consumer satisfaction. The study concludes with practical suggestions to help food delivery platforms enhance service quality and overall customer experience.