Key Drivers of Consumer Preference and Satisfaction in Online Food Delivery Services

The rapid growth of online food delivery services has changed how people order and enjoy food. Instead of visiting restaurants, now people prefer to use mobile apps, websites, and smart phones as it is easy, saves time, and offers a wide variety of choices. The study identifies the main reasons for opting online food delivery services by the people and their level of satisfaction towards the services. The data are collected from 30 respondents in Kannur district of Kerala using a structured questionnaire. The collected data were analyzed using percentage, weighted averages, and ranking method. The results show that majority people have a positive opinion regarding online food delivery services. Good food quality, quick and easy delivery, Offers and discounts, and easy digital payment options are the main reasons for their preference. However, users face some problems such as high prices, changes in food quality, and delivery delays. Therefore, charging reasonable rate, maintaining food quality, and timely delivery of food can make the service better which help to retain customers in the long run.