Customer decisions and satisfaction in the online food delivery market: A study of Anand city, Gujarat

Abstract

The rapid adoption of online food delivery platforms has transformed food consumption habits, particularly in urban areas. This study investigates the factors influencing customer preferences and satisfaction with online food delivery services in Anand city, Gujarat. Using a descriptive research design, data were collected from 204 respondents through a semi-structured questionnaire. The findings reveal that convenience, time-saving, and discounts are key drivers of online food ordering decisions, with Zomato and Swiggy dominating the market. Delivery time and food quality significantly impact satisfaction, while issue resolution requires improvement. The study underscores the need for service optimization to enhance customer experience and sustain market growth.