📄 Abstract
This study examines customer satisfaction with food delivery mobile applications and its relationship with three service-encounter attributes — food freshness/quality, delivery speed, and app design/usability — and with willingness to recommend the service. Primary data came from a structured online questionnaire completed by 203 users of food delivery apps. Overall satisfaction was significantly and positively related to food freshness/quality (r = .249, p < .001, N = 202) and app design/usability (r = .182, p = .009, N = 203); delivery speed was not significantly associated (r = .093, p = .185, N = 203). A multiple regression with all three standardized predictors was significant overall (R² = .074, Adjusted R² = .060, F(3,198) = 5.29, p = .002, N = 202), but only food freshness/quality remained a significant unique predictor (B = .257, p = .003); app usability (p = .113) and delivery speed (p = .457) did not. No multicollinearity concern was found (all VIF < 1. 4). Satisfaction did not differ significantly across usage-frequency groups, F(3,199) = 1.09, p = .355, or customer-support-experience groups, F(2,199) = 2.09, p = .126, and was significantly related to recommendation likelihood (r = .211, p = .003, N = 201). Food quality (53.2%) and app interface (58.6%) were the top ordering priorities; incorrect orders (51.0%) and missing items (46.5%) were the most common complaints. With modest explanatory power (R² values of .07–.25), the findings suggest food quality is the most consistent driver of satisfaction, usability plays a secondary bivariate role, and delivery speed alone does not differentiate satisfied from dissatisfied users once other factors are controlled for. The study offers platforms an evidence-based, honestly-reported foundation for prioritising food-quality and order-accuracy investments.
🏷️ Keywords
📚 How to Cite:
Abhay Kumar , A STUDY ON USER SATISFACTION WITH FOOD DELIVERY APPLICATIONS: AN EMPIRICAL ANALYSIS OF SERVICE QUALITY, DELIVERY PERFORMANCE AND APP USABILITY , Volume 12 , Issue 9, September 2026, EPRA International Journal of Multidisciplinary Research (IJMR) , Pages: 491 - 497 ,