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IMPACT OF PRICING AND DELIVERY ON CUSTOMER SATISFACTION: A STUDY ON ONLINE FOOD DELIVERY COMPANIES

Nithin M N and Suman

Dayananda Sagar Business School (DSBS)

With the guidance of:

Dr. Sumit Saha

Registrar & Associate professor,

Dayananda Sagar Business School (DSBS), Bangalore, Karnataka, India

Abstract:

Purpose- This research paper investigates the crucial factors influencing customer satisfaction in the context of online food delivery services, with a specific focus on pricing strategies and delivery efficiency. The primary purpose of the study is to gain insights into how these factors collectively contribute to overall customer satisfaction, thereby informing strategies for enhancing the competitiveness of online food delivery companies. Understanding these factors and their influence is crucial for companies to optimize their strategies and enhance customer loyalty in a highly competitive market.

Design / methodology- A new scale is created and validated after confirmatory factor analysis Mahanalobis Distance test is also used. SPSS software is used for measurable scale of identified factors that influence the creative professionals. Data is gathered through surveys distributed to a diverse sample of online food delivery customers, assessing their perceptions of pricing, delivery speed, and overall satisfaction.

Findings-The research findings Explore the impact of pricing strategies (promotions, discounts, delivery fees) on customer satisfaction and also Investigate the influence of delivery factors (speed, accuracy, communication) on customer experience and satisfaction. Analyze potential interactions between pricing and delivery aspects, and their combined impact on satisfaction.

Research Limitations-While the study provides valuable insights, there are certain limitations. The research primarily focuses in Mysore and Bangalore, and the findings may not be fully generalizable to other regions. Additionally, external factors such as socio-economic conditions and market dynamics could influence customer satisfaction but are beyond the scope of this research.

Originality-The study's originality lies in its focus on online food delivery companies and its use of mixed-methods research to provide a comprehensive understanding of customer satisfaction. The study contributes to the literature on customer satisfaction in the food delivery industry by providing insights into the impact of pricing and delivery on customer satisfaction in the context of online food delivery companies.

Keywords- Food Delivery companies, Pricing, Delivery, Customer Satisfaction, Delivery speed, Discounts