An Empirical Study on the Impact of Customer Delight on Online Food Delivery Services

G. Aryadevi; M. Afrin; T. Sudha

doi:10.34293/sijash.v13iS1-Feb.10105

G. Aryadevi III BBA Logistics, Nehru Arts and Science College (Autonomous), Coimbatore
M. Afrin III BBA Logistics, Nehru Arts and Science College (Autonomous), Coimbatore
T. Sudha Associate Professor & Head, Department of BBA (Logistics & Aviation), Nehru Arts and Science College (Autonomous) Coimbatore

DOI: https://doi.org/10.34293/sijash.v13iS1-Feb.10105

Keywords: Customer Delight, Online Food Delivery, Service Quality, Customer Loyalty, Consumer Behavior

Abstract

Customer delight is increasingly recognized as a key factor influencing customer loyalty, satisfaction, and repeat purchase behavior in the online food delivery sector. This study examines the impact of customer delight on consumer behavior toward online food delivery platforms such as Zomato, Swiggy, and Uber Eats. A survey of 200 online food delivery users was conducted to evaluate factors contributing to customer delight, including service quality, food quality, delivery speed, customer support, and personalized offers. Data were analyzed using descriptive statistics, correlation, and regression analysis. Results indicate that service quality and personalized experiences significantly enhance customer delight, which in turn positively affects customer loyalty and repeat usage intentions. The study provides practical insights for online food delivery services to design strategies that maximize customer satisfaction and engagement.