Factors Affecting Customer Satisfaction of Online Food Delivery Platforms among Sri Lankan Undergraduates
Keywords:
Customer, Customer Satisfaction, Factors affecting, Online food delivery platforms, Service QualityAbstract
This study investigates the factors that affect customer satisfaction with online food delivery platforms among Sri Lankan undergraduates. Specially, this study focused on platform usability, food quality, price, delivery service, security and payment convenience and promotions and discounts as key determinants of customer satisfaction. Primary data was collected through a structured questionnaire administered via a Google form, and a quantitative research approach was adopted. 167 valid responses were obtained from undergraduates using online food delivery platforms. The collected data were analyzed using statistical analysis techniques, and descriptive statistics were used to summarize the characteristics of the respondents. Furthermore, correlation and multiple regression analyses were conducted to test the hypothesized relationships between the independent variables and customer satisfaction. The findings reveal that all selected dimensions have a significant positive impact on customer satisfaction, highlighting the importance of user-friendly platforms, quality food offerings, reasonable pricing, reliable delivery services, secure payment systems, and attractive promotional strategies. The study provides practical implications for online food delivery service providers by emphasizing the need to enhance service quality and digital platform efficiency to improve customer satisfaction and retention. Furthermore, the findings contribute to existing knowledge on digital service environments within the Sri Lankan context. Future research may expand the scope by including diverse consumer groups, broader geographical areas, additional behavioral variables, and mixed-method approaches to gain deeper insights into long-term customer satisfaction and platform usage behavior.
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