Drivers of Consumer Satisfaction in Online Food Delivery Platforms: A Comparative Study of User’s Experiences

Abstract

The rapid growth of online food delivery platforms has transformed the food service industry by offering customers easy access to an extensive range of food and restaurant choices. This study investigates the drivers of consumer satisfaction by comparing user experiences across major platforms in India, including Zomato and Swiggy. Employing descriptive statistics, percentage analysis, and frequency distribution methods, the research systematically examines key factors such as food quality, pricing policies, platform usability, customer service, and the impact of consumer reviews and ratings that shape overall satisfaction. The findings highlighted that Zomato and Swiggy are the leading food delivery platforms in India and majority of respondents have neutral and a very few disagreed about the overall satisfaction from online food delivery platforms, notable differences exist in how specific satisfaction drivers influence consumer perceptions across various platforms. These insights not only underscore critical areas for improving service quality and enhancing customer loyalty but also contribute to the academic discourse by offering a comparative perspective on consumer expectations in the digital food delivery market. The study thereby informs both platform operators and restaurateurs seeking to refine user experience and competitive strategy.