Food Delivery Sector Research Articles

A COMPARATIVE ANALYSIS OF CUSTOMER SATISFACTION: EVALUATING SERVICE QUALITY AND DELIVERYEFFICIENCYINTWO ONLINE FOOD ORDERING PLATFORMS AMONGFREQUENTAND INFREQUENT USERS

AIM This study aims to compare customer satisfaction levels between two onlinefooddelivery services, with a specific focus on how regular and occasional users perceiveeachplatform. By employing robust analytical techniques, including statistical testingandcomparative analysis, the research seeks to uncover actionable insights for service providersto enhance strategic decision-making and deepen the understanding of customer satisfactiondynamics in the online food delivery sector. MATERIALS AND METHODS ConductedinTamil Nadu, India, the study gathered data from 120 participants using Google Forms. Theresponses were analyzed using Excel and SPSS, with statistical methods such as ANOVAand t-tests applied to evaluate mean differences and correlations. The findings highlight variations in satisfaction levels between regular and occasional users, offering valuableinsights into service quality and delivery efficiency. RESULTS AND DISCUSSIONKeyresults include a one-sample t-test (t = 28.468, df = 134, p < 0.000), revealing a significant mean satisfaction difference of 1.985 between the two platforms, indicating notabledisparities in user perceptions. ANOVA results (F = 3.661, p = 0.014) demonstrate that thefrequency of issues varies across platforms, suggesting that service choice impacts problemoccurrence. Additionally, an independent t-test (p = 0.001) identified significant age-baseddifferences in ordering habits, with a mean frequency difference of -0.137, assumingequal variances. CONCLUSION The study concludes that online food delivery platforms facediverse challenges in meeting customer expectations. Swiggy, in particular, stands out for itshigh customer satisfaction ratings. The findings underscore the need for tailored strategiestoaddress varying user preferences, improve retention, and enhance overall satisfaction. Furthermore, the research highlights the critical role of user interface design in shapingthecustomer experience and fostering competitive advantage in the industry.

A Study on “Consumer Satisfaction and Perception Towards Online Food Delivery Apps with Special Reference to Zomato and Swiggy”

The rapid growth of online food delivery services has transformed consumer dining habits, with platforms like Zomato and Swiggy dominating the Indian market. This study aims to examine consumer satisfaction and perception towards these platforms, focusing on key factors such as service quality, pricing, delivery efficiency, app usability, customer support, and hygiene measures. A quantitative research methodology was employed, using a structured survey to collect data from a diverse sample of consumers across different age groups, income levels, and geographic locations. The study analyzed consumer preferences, satisfaction levels, and key service expectations, offering insights into the competitive positioning of Zomato and Swiggy. The findings reveal that 60% of consumers prefer Swiggy, citing faster delivery and better real-time tracking, whereas 35% favor Zomato, highlighting its wider restaurant selection and promotional discounts. Pricing remains a critical factor, with 80% of respondents influenced by discounts and offers. Additionally, 65% of users prioritize hygiene and safety, reinforcing the importance of post-pandemic health measures in food delivery services. While 85% of users find both apps user-friendly, Swiggy is rated higher for navigation and tracking, whereas Zomato excels in restaurant reviews and personalized recommendations. Despite high overall satisfaction, customer service inefficiencies, order inaccuracies, and inconsistent delivery times remain key areas for improvement. Both platforms need to enhance customer grievance redressal, optimize pricing models, and leverage AI-driven personalization to sustain long-term user engagement. This study contributes to the understanding of consumer behavior in online food delivery and provides actionable insights for Zomato, Swiggy, restaurant partners, and policymakers to improve service quality and customer experience. Future research can explore emerging trends, sustainability concerns, and evolving consumer preferences in the dynamic online food delivery sector. Key words: Consumer Satisfaction, Online Food Delivery, Service Quality, Customer Perception, App Usability.

When and why algorithmic control leads to app-based gig workers’ deviant work behaviour in China: A mixed-methods study in the food delivery sector

When and why algorithmic control leads to app-based gig workers’ deviant work behaviour in China: A mixed-methods study in the food delivery sector

Promotion strategies of food delivery O2O supply chain considering service congestion effect with anti-food waste regulation

Amidst the rapid expansion of the online-to-offline (O2O) food delivery sector, this paper investigates the promotion strategies employed by restaurants and food delivery platforms within the supply chain, and explores how these entities select promotion strategies under different conditions, including the intensity of government anti-food waste regulations, service congestion effect, and commission ratio, with the aim of improving profits and reducing food waste. Utilizing a game-theoretical approach, we focus on three primary promotion strategies: a no-promotion strategy (N strategy), a price discount strategy (D strategy), or a volume-based price discount strategy (S strategy). Our results reveal that the restaurant’s choice of promotion strategy is significantly correlated with the offline congestion effect, but not directly associated with anti-food waste regulations. Conversely, the platform’s optimal strategy and the extent of food waste are more closely related to the stringency of anti-food waste penalties. Under specific conditions, a win-win scenario can be achieved where both restaurants and platforms benefit economically while reducing food waste.

Exploring the commercial determinants of health in the online food delivery sector: a case study of Uber Eats in Australia

Large food and beverage corporations employ strategies to advance profits, often with adverse implications for public health. However, the practices of online food delivery companies have not been systematically examined from a public health perspective. This study aimed to explore the nature and extent of the corporate activities of Uber Eats Australia that may present a risk to public health. Using a theoretically guided qualitative design, we analysed Uber Eats’ strategies from 2016 to 2024 through a Commercial Determinants of Health framework. A total of 374 documents were identified through searches of academic and business databases, as well as Uber Eats’ social media and websites, and these were coded according and narratively synthesised. Uber Eats Australia commonly targeted food marketing toward families, often using celebrity endorsements and sponsoring major sporting events. It employs exclusivity agreements and accepts financial losses to expand market share, while promoting self-regulation by positioning itself as a partner of small businesses and the Australian economy. Gig-economy drivers, however, are frequently paid below minimum wage and experience poor working conditions. Additionally, the platform facilitates access to and promotion of unhealthy food options, contributing to poorer dietary health at a population level. Regulatory actions should be considered for the online food delivery sector to ensure public health is prioritised over corporate gain.

Towards a greener bite: unraveling consumer intentions to embrace sustainable online food delivery services

ABSTRACT Drawing on Norm Activation Theory and Schwartz’s value theory, this study examined the factors influencing consumers’ intention to order from sustainable online food delivery service providers. Data was collected through an online survey of 420 Indonesian consumers and analyzed using PLS-SEM. The study found that ascription of responsibility and personal norms are the core drivers of intention to order from sustainable online food delivery services. Importance performance map analysis indicates that personal norms are the most important and necessary drivers of such intention. This study contributes to the expanding discourse on sustainability in consumer decision-making, specifically within the online food delivery sector.

Uberisation and Resistance to Online Food Delivery Gig Work in Asia: Lessons from Malaysia

The digitalisation and increasing flexibility of modern labour have facilitated the rise of “Uberisation,” where exemplified by the widespread adoption of platform-based business models such as Uber. Also known as “gig work,” Uberisation has resulted a fragility in workers’ rights and institutional deficiencies. One result of this has been a rise in resistance movements among Uberised workers. While there is an empirical-based debate on the relationship between Uberisation and resistance in Europe and the USA, the situation in Asia has not been empirically and theoretically discussed. This study focuses on the resistance movement in Malaysia’s online food delivery sector created by the Uberisation of the Asian gig economy. Semi-structured interviews with 25 Malaysian online food delivery riders and extensive documentation were analysed using narrative thematic analysis. This study offers a series of narratives of the disunified collective resistance that results from the riders’ working conditions and the legal system in the Malaysian gig economy and by Uberisation. This study concludes by examining resistance strategies arising from Uberisation in the Asian context, highlighting their differences from those in Western contexts, and discussing the empirical and theoretical contributions to the concept.

The Role of Consumption Values in Shaping Household Shopping Behavior through Food Delivery Apps

This research investigates how consumption values influence changes in consumer behavior, specifically among non-working housewives in Gresik Regency, in their utilization of food delivery applications (FDAs). A qualitative case study methodology was adopted, featuring in-depth interviews with non-working housewives who have used FDAs at least three times. Data collection involved participant observation, interviews, and document analysis, with thematic analysis employed for data interpretation. Findings reveal that both functional and epistemic values significantly influence consumer behavior. Functional value, characterized by convenience, time efficiency, and a diverse range of meal options, serves as a primary motivator for housewives preferring FDAs over traditional cooking. Furthermore, epistemic value is important, as users rely on reviews, ratings, and promotions to inform their decisions. Although some participants expressed concerns about pricing and occasional order cancellations, FDAs have become essential for meal planning among those seeking convenience and variety. This study sheds light on the consumption patterns of non-working housewives and provides practical recommendations for businesses in the food delivery sector to improve consumer satisfaction and loyalty.

Research on the Internet Food Delivery Industry: Current Situation and Development Strategies Based on China

The rapid growth of the Chinese e-commerce market, driven by the widespread adoption of mobile phones and online payment services like WeChat Pay and Alipay, has significantly contributed to the expansion of the food delivery industry. According to CNNIC, by June 2024, nearly 1.1 billion Chinese citizens were Internet users, with mobile phone penetration reaching 80%. This shift, combined with the convenience of online payment systems, has transformed the catering industry. The COVID-19 pandemic further accelerated the development of food delivery services, showcasing their advantages over traditional dining options, such as contactless delivery and business continuity during quarantines. As China’s fast-paced society increasingly prioritizes convenience and efficiency, the food delivery sector has become a key driver of the catering industry and holds profound social and economic implications. While existing studies have primarily focused on the background, current status, and impact of this industry, fewer have explored its future trends. This paper analyzes the present landscape, addresses challenges, and offers strategic solutions for the sustainable growth of the Chinese food delivery industry.

The powerless bosses: the working day experience of bicycle messengers and its impact on their identities and wellbeing

BackgroundBicycle messengers in the online food delivery sector typically work on an on-demand basis, have digitally mediated relationships with their employer, and have very limited labor rights. In this study, we explore how bicycle messengers themselves experience their workday and how platform work influences their identity and wellbeing.MethodWe conducted qualitative interviews with ten bicycle messengers working for Foodora and Wolt in Bergen and Oslo, Norway. We used reflexive thematic analysis to analyze the interviews.ResultsWe discerned five themes related to the dynamics of autonomy versus algorithmic control, the reduction of workers’ identity to the courier role, lack of collegial bonding among bicycle messengers, physical demands and risks of the job, and the transitory nature of courier work.ConclusionThe working experience of bicycle messengers is marked by a paradoxical sense of autonomy and powerlessness in the face of algorithmic control, a perceived sense of devaluation by others and its reproduction among their own colleagues, and competitive and at times hostile intra- and inter-group dynamics. We explore the implications of such working experiences for bicycle messengers’ wellbeing and identity within this newly evolving form of labor.

Addressing Policy Gaps for Gig Workers in India: A Focus on Food Delivery Platforms

The gig economy has experienced rapid global growth, with India playing a significant role in this digital transformation. However, gig workers, particularly those in the food delivery sector, face substantial obstacles in accessing social security benefits and labour rights. A comprehensive study conducted in Delhi, employing a mixed-methods approach, revealed alarming gaps in social security registration, with only 1.14% of total registrations coming from the capital city and food delivery partners accounting for a mere 0.13% of total registrations nationwide. This data highlights the urgent need for innovative solutions to improve social security coverage for gig workers. In response, this paper proposes the Gig-Unique Account Number (G-UAN), a technology-driven solution that streamlines registration and tailors benefits based on individual performance, as reflected by the GScore. This approach aims to optimize benefit distribution, ensuring fair and efficient support for gig workers. To address the evolving challenges in the gig economy, policy recommendations emphasize the importance of data-driven decision-making, collaborative stakeholder engagement, and targeted interventions. By harnessing technology and stakeholder collaboration, policymakers can enhance gig workers' financial security and create a more inclusive and sustainable platform economy. The research methodology employed face-to-face surveys and semi-structured interviews to gather quantitative and qualitative data on the challenges faced by food delivery partners in Delhi, providing a comprehensive understanding of the issues and informing effective solutions.

Discount Vouchers and Perceived Benefits: Decision to Use Grabfood Online Food Ordering Application in Semarang City

This study examines the influence of discount vouchers and perceived benefits on consumer decisions to use the GrabFood online food ordering application in Semarang, Indonesia. The research seeks to analyze how these factors interact to shape user behavior, offering insights for optimizing marketing strategies in the competitive food delivery sector. Using a quantitative approach and Structural Equation Modeling Partial Least Squares (SEM-PLS) for data analysis, the study collected responses from 130 GrabFood users in Semarang. The findings indicate that both discount vouchers and perceived benefits significantly impact consumers’ decisions to adopt GrabFood. Discount vouchers not only directly enhance perceived financial savings but also strengthen users’ perceptions of the overall value of the service, thereby encouraging app usage. Additionally, perceived benefits, such as convenience and service quality, mediate the relationship between discount vouchers and user decisions. These results underscore the importance of strategic pricing and effective value communication in driving user engagement and retention within the food delivery industry

Decentralised Control, Fragmented Conflict. Dissecting Work Relationships in Food Delivery Platforms

Based on a multi-sited ethnography of the platform-based food delivery sector in Italy, the paper investigates the everyday experience of couriers focusing on the conflictual character that permeates their relationship with the other actors enrolled in the process of production. Drawing on Gandini’s (2019) conceptualisation of digital platforms as decentralised points of production, the aim of this paper is to extend the analysis of food delivery work beyond the rider-algorithm nexus, in order to focus on the other sites where workplace control and conflict are manifested. Building on the conceptualization of food delivery platforms as a multi-stakeholder management system, we show that the decentralisation of organisational control corresponds to a parallel fragmentation of workplace conflict dynamics. In particular, the paper addresses three areas of conflict. First, we focus on the relationships among couriers to show how the hyper-competitive model of food-delivery platforms gives rise to tensions and anti-solidaristic practices. Secondly, we explore the conflictual dynamics that characterise the riders’ relationship with customers and restaurants. Through a detailed empirical analysis, the paper reveals that the power of platforms also includes their ability to obscure the ‘structural antagonism’ at the heart of the employer-employee relationship, fragmenting the workplace conflict into multiple loci at the periphery of the labour process.

Resistance to economic exploitation or religious oppression? A sociomaterial analysis of the agency of Muslim food-delivery workers facing algorithmic management

This qualitative case study examines food-delivery platforms in France in order to reveal how gig workers, lacking traditional employment protections and collective bargaining, rely on informal community mechanisms to develop collective agency that is closely linked to the materiality of platforms. Drawing upon sociomaterial theory and the concept of affordance, our results show that religious affiliation plays a crucial role in the actualization of algorithmic management artifacts by Muslim migrant workers and leads to a sense of emancipation and reconciliation between their religious and work identities. Religious communities, often overlooked or avoided by traditional organizations, act as mediators in the gig economy. Because it uses “ post-diversity” organizational practices that are indifferent to marginal socio-demographic categories, the gig economy provides workers with material, emotional, and informational resources that facilitate identity agency and prioritize it over algorithmic management. The present study contributes to the literature on platform work by illuminating the intricate duality of agency experienced by Muslim migrant workers in the food-delivery sector and developed through community-built resources. It highlights the prioritization of freedom from religious oppression in the labor market over economic considerations, which leads to the acceptance of exploitative working conditions and peer control.

Meaningful app-work? Exploring meaningful work experiences of food delivery couriers in Poland

PurposeThe rise of app-based work in the gig economy, particularly within the food delivery sector, challenges traditional employment paradigms and raises questions about the potential for achieving meaningful work experiences. This study explores whether such work can be considered meaningful for food delivery couriers in Poland.Design/methodology/approachThis research adopts a qualitative, case-study approach, conducting 30 in-depth interviews with food delivery couriers in Poland. The study investigates how these workers perceive the meaningfulness of their work, focusing on the interplay between subjective and organisational aspects of their work.FindingsThe findings reveal that despite the precarious nature of app-based work, couriers often find meaningful experiences through perceived autonomy, gamified control and the physical demands of their job. The study highlights the dual nature of app work, where the same elements that contribute to worker engagement and a sense of independence also perpetuate exploitation and job insecurity.Research limitations/implicationsThe study’s reliance on a convenience sample of 30 interviews conducted via social media may not represent the broader population of food delivery couriers. Future research should expand the sample size and include a more diverse range of participants to improve generalisability.Practical implicationsThe insights from this study can inform platform designers and policymakers to create more supportive environments for gig workers. Enhancing algorithmic transparency, providing better social protections and implementing fair gamification strategies can help mitigate the negative aspects of gig work and improve job satisfaction.Social implicationsThe study underscores the need for regulatory changes to ensure minimum guaranteed earnings and health and safety provisions for gig workers. By fostering a supportive and transparent work environment, the gig economy can better contribute to worker well-being and social equity.Originality/valueThis research contributes to the limited body of literature on meaningful work within the gig economy, particularly focusing on food delivery couriers in Poland. It provides new insights into how workers create and perceive meaningful work in a highly digitised and algorithmically managed environment.

The potential of autonomous delivery services to increase fast-food consumption.

Technological innovations in the online food delivery sector include the use of autonomous delivery vehicles. The aim of the present study was to investigate consumers' intentions to use these services once they are widely available and their motivations for using them to access unhealthy food. Online survey including a vignette describing a future world where autonomous food deliveries are in common use in both metropolitan and non-metropolitan areas. Australia. 1078 Australians aged 18 years and older, nationally representative by sex, age and location (metropolitan v. non-metropolitan residence). Around half of the sample reported intending to use an autonomous food delivery service at least once per week for fast food (53 %) and/or healthy pre-prepared food (50 %). Almost two-thirds (60 %) intended using autonomous vehicle deliveries to receive groceries. Around one in five (17 %) anticipated an increase in their fast-food intake as a result of access to autonomous delivery services compared with one in two (46 %) expecting others' total fast-food intake to increase. The most common reason provided for using autonomous food deliveries was increased convenience. More frequent current fast-food ordering, higher socio-economic status, younger age and regional location were significantly associated with an anticipated increase in fast-food consumption. The emergence of autonomous food delivery systems may bring both benefits and adverse consequences that in combination are likely to constitute a substantial regulatory challenge. Proactive efforts will be required to avoid negative public health nutrition outcomes of this transport evolution.

Leveraging brand reputation for job engagement in the digital food delivery context

Leveraging brand reputation for job engagement in the digital food delivery context

On delivery waiting: The entanglement of gig and border temporalities in platform cities

The politics of time, and particularly practices of waiting, spring in the narratives of any border crossing. This article draws from the scholarly analysis on migratory temporalities, to shed light upon the temporalities of urban delivery platforms, strongholds of migrant labor. We focus on waiting both as a research object and analytical lens to further comprehend the intersectional precarities at work in the food-delivery sector. What does the border tempos have to do with a delivered meal? Based on ethnographic research conducted in Spain and Chile, we gathered two sets of distinct temporalities coming together: on the one hand, the codified periodization of migratory statuses; on the other, the uncertain timing of speed and still, labor and no/labor of digital gigs. The intersection where the border and delivery chronopolitics come together remains understudied. Drawing on select empirical examples, delivery waiting emerges as a central and ambivalent practice among riders’ everyday lives.

Adoption of Online Food Ordering Platforms: A Study on Consumer Behavior and Brand Influence of Swiggy and Zomato

The swift advancement of digital technologies alongside the evolving lifestyles of consumers has profoundly reshaped the food service sector, resulting in the extensive utilization of online food ordering platforms. This review manuscript seeks to investigate the principal determinants affecting the acceptance and expansion of these platforms, emphasizing consumer behavior, technological innovations, and branding methodologies. By synthesizing knowledge from prevailing literature and research concerning notable platforms like Swiggy and Zomato, the manuscript scrutinizes essential motivators such as convenience, pricing strategies, service excellence, user engagement, and promotional initiatives. Furthermore, it delves into the influence of trust, security, and social dynamics in molding consumer perceptions and preferences. Through a thorough examination of these variables, this manuscript endeavors to furnish a more profound comprehension of the mechanisms underlying consumer adoption and retention within the online food delivery sector. The conclusions underscore potential avenues for platforms to refine their strategies to align with the shifting expectations of consumers and uphold a competitive edge in an increasingly crowded marketplace.

Exploring the influence of online restaurant promotions on consumer behavioral intentions

PurposeConsumer behavior is evolving rapidly due to the increasing role of technology in daily life. Online food ordering has emerged as a key channel in this changing landscape. This paper investigates the relationships between online promotions, consumer skepticism, information sharing on social media and the intention to purchase food and beverages through online delivery services.Design/methodology/approachMeasures were developed based on a review of existing literature. Data from 402 participants were analyzed using Structural Equation Modeling (SEM).FindingsThe study reveals that online promotions significantly impact consumers' sharing of restaurant posts. Additionally, consumer skepticism about online food sales affects both their sharing behavior and their intention to purchase online. Engagement in sharing restaurant posts online is a strong predictor of online food purchasing intentions.Practical implicationsThe findings offer valuable insights for restaurant operators, policymakers and technology developers in the competitive online food delivery sector. They emphasize the importance of implementing innovative promotions and crafting appealing food presentations. These strategies can accelerate customer decision-making, attract new customers and contribute to market expansion and customer base sustainability.Originality/valueThis research provides significant insights for restaurant owners and contributes to the limited literature on online promotions, consumer skepticism and information sharing in the restaurant industry. It also lays the groundwork for future studies aimed at deepening understanding in this field.