Consumer Perceptions and Satisfaction with Online Food Delivery Services: A Regional Study from Uttar Pradesh

Abstract

Online food delivery (OFD) services have transformed consumer dining habits by offering convenience and efficiency. This study examines consumer perceptions in Uttar Pradesh, analyzing key factors influencing satisfaction and service loyalty, including service quality, pricing, food quality, delivery efficiency, and digital platform usability. A quantitative approach was employed, collecting data from 150 respondents through structured questionnaires. The study utilized SPSS and Smart PLS for statistical analysis, including structural equation modeling (SEM), to assess relationships between service attributes and consumer satisfaction. Results indicate that delivery efficiency and food quality are the most critical determinants of satisfaction, while price sensitivity acts as a mediating factor. Younger consumers prioritize digital platform usability, highlighting the need for seamless interfaces. Findings suggest that OFD platforms must enhance delivery operations, maintain consistent food quality, and improve digital usability to retain customers and foster loyalty. The study provides practical recommendations for OFD providers, policymakers, and stakeholders to optimize service strategies. Future research should explore long-term consumer behavior trends and technological advancements in the OFD industry.