A Study on Customer Satisfaction and Service Quality of Online Food Delivery Platforms in Bengaluru

Monika A S¹, Rinku Mathew Modoor²
1 MBA Student, Department of Management Studies, Surana College (Autonomous), Bengaluru, Karnataka, India
2 Assistant Professor, Department of Management Studies, Surana College (Autonomous), Bengaluru, Karnataka, India

ABSTRACT

The rise of digital technology has completely changed how we order food, largely driven by the massive popularity of online delivery platforms. Apps like Zomato and Swiggy have made getting a meal incredibly convenient by giving customers instant access to countless restaurants and quick delivery services. However, as the food delivery market gets more crowded, companies are realizing that the best way to stand out is by providing a great customer experience with consistent, high-quality service. This study looks at the real-world connection between service quality and customer satisfaction in Bengaluru’s online food delivery sector. Specifically, it explores how three major areas shape a customer's experience: real-time updates (like live tracking and communication), logistics (like delivery speed, order accuracy, and food freshness), and the behavior of delivery partners (such as politeness and professionalism). By using well-known ideas like the SERVQUAL Model and Expectation Confirmation Theory, this research breaks down what customers expect versus what they actually experience. Ultimately, the goal of this study is to give food delivery platforms practical insights to help them understand their customers better, smooth out their operations, and build stronger loyalty in a highly competitive market.

Keywords: Service Quality, Customer Satisfaction, Online Food Delivery Platforms, Delivery Logistics Factors, Delivery Partner Behaviour