Causal Factors Of Consumer Loyalty To Online Food  Delivery Services Of Delhi

Terrance Ancheary; Shashank Rajauria; Anish Mondal

doi:10.48165/pjhas.2023.9.2.2

Authors

Terrance Ancheary Post-Graduate Student, National Council for Hotel Management Catering and Technology,Ahmedabad
Shashank Rajauria Lecturer, Central Institute of Hotel Management, Ahmedabad
Anish Mondal Post-Graduate Student, National Council for Hotel Management Catering and Technology,Ahmedabad

DOI:

https://doi.org/10.48165/pjhas.2023.9.2.2

Keywords:

Online Food Delivery, Consumer Loyalty, Customer Satisfaction, Competitive Pricing, Customer Service

Abstract

Background: The internet-based cuisine transportation industry observed noteworthy expansion, transforming the approach individuals requested and obtained their repasts. This metamorphosis was propelled by elements such as the ubiquitous utilization of portable gadgets and the escalating need for expediency in everyday existence. Internet-based food delivery services gained popularity in Delhi, offering a wide range of culinary options and timely delivery to meet the needs of customers. Objective: This investigation endeavored to scrutinize the elements that impacted patron allegiance to web-based cuisine transportation amenities in Delhi and assessed the correlation between client gratification and faithfulness. Methodology: This study employed hybrid research methodology, gathering qualitative data through a structured questionnaire (n=50) in the NCR Delhi and secondary data from sources like trade publications, scholarly journals, and online repositories. Elements Analyzed: Ease of use, Food options quality, Consumer engagement, Delivery efficiency, Economical pricing, Client support. The quantitative data was analyzed using survey response metrics and descriptive statistics (mean, median, mode, standard deviation). The analysis involves descriptive examination of survey responses and correlation analysis for associations. Results: Ease of use: 4.5/5 (Average), Food quality: 85% above satisfactory, Consumer engagement: 70% high, Delivery efficiency: 90% prompt, Pricing: 60% reasonable, Client support: 80% helpful. The scrutiny furnished perceptions into the factors that influenced customer allegiance and the correlation amid ease, cost competitiveness, patron contentment, and allegiance. The outcomes were exhibited employing statistical metrics, association coefficients, and significance levels. Conclusion: The exploration aided in comprehending the elements that impacted patron fidelity to web-based cuisine conveyance amenities in Delhi. It emphasized the significance of ease, patron contentment, consumer involvement, punctual dispatch, rivalrous cost, and efficient patron maintenance in cultivating allegiance.

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