Exploring Dynamic Service Quality Factors In India's Evolving Online Food Delivery Landscape

  • Udayakumar N
  • Dr. S.K. Nagarajan
Keywords: Service Quality, Online Food Delivery, Customer Preferences, Sustainability, Personalization, COVID-19 Impact

Abstract

The online food delivery industry in India has experienced exponential growth and transformation in recent years, with increasing competition among major platforms vying to provide the best customer experience. As this market continues to evolve, it is critical for providers to understand how customer perceptions and expectations of service quality are changing over time. This study aims to investigate the dynamic factors influencing service quality evaluations in India's online food delivery sector.

A mixed-methods research approach was adopted, combining quantitative surveys of 800 customers across major cities in India and qualitative interviews with 30 industry experts and frontline delivery personnel. The findings reveal that while traditional service quality dimensions like delivery speed, order accuracy, and food quality remain important, new factors such as sustainable business practices, contactless service options, and personalized recommendations have gained prominence in shaping customer satisfaction. Significant differences were observed in service quality priorities across demographic segments, highlighting the need for tailored strategies.

The study also uncovered the disruptive impact of the COVID-19 pandemic, which drastically altered customer expectations and resulted in the rapid adoption of contactless delivery and heightened concerns around hygiene and safety. Online food delivery providers must carefully track and respond to these evolving service quality requirements to maintain a competitive edge. The research provides actionable recommendations for enhancing customer experience through innovative service innovations, data-driven personalization, and agile quality management practices.

Author Biographies

Udayakumar N

Ph.D Research Scholar, Department of Business Administration, Annamalai University, Chidambaram, Tamilnadu-608002

Dr. S.K. Nagarajan

Associate Professor, Department of Business Administration, Annamalai University, Chidambaram, Tamilnadu-608002

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Published
2024-01-09
How to Cite
Udayakumar N, & Dr. S.K. Nagarajan. (2024). Exploring Dynamic Service Quality Factors In India’s Evolving Online Food Delivery Landscape. Revista Electronica De Veterinaria, 25(1S), 1260-1268. https://doi.org/10.69980/redvet.v25i1S.1118