Brm Report

INTRODUCTION
The rapid growth of the food delivery industry has transformed the way
consumers access and enjoy meals. With the increasing adoption of digital
platforms and mobile applications, food delivery services have emerged as a
convenient solution for busy lifestyles. Companies like Zomato, Uber Eats,
DoorDash, and Swiggy have revolutionized the dining experience by bridging
the gap between restaurants and customers. However, as the industry grows, so
do customer expectations regarding service quality, efficiency, and overall
experience.
Customer satisfaction is a cornerstone of success for any service-oriented
business, and the food delivery sector is no exception. Satisfied customers are
more likely to become repeat users, recommend the service to others, and
contribute to the platform's profitability. Conversely, dissatisfaction can lead to
negative reviews, loss of customer loyalty, and a damaged brand reputation. In
such a competitive market, understanding what drives customer satisfaction and
addressing any gaps is crucial for survival and growth.
The primary goal of this research is to explore how satisfied customers are with
the various aspects of food delivery services. This includes evaluating the
quality of the food delivered, the efficiency of the service in terms of delivery
speed and accuracy, and the overall user experience, from app usability to
customer support. These factors are critical in shaping customer perceptions and
influencing their decision to continue using the service.
This study also acknowledges that customer expectations vary depending on
demographics, preferences, and contexts. For example, while some customers
may prioritize fast delivery, others might value food quality or affordability
more highly. As such, understanding these diverse priorities is essential for
tailoring services to meet different customer needs effectively.
By focusing on customer satisfaction, this research aims to provide insights that
can help food delivery platforms refine their operations, enhance customer
experience, and maintain a competitive edge in the rapidly evolving market.
Ultimately, the findings of this study will contribute to a deeper understanding
of consumer behaviour in the food delivery ecosystem and offer practical
recommendations for service improvement.
Why Are We Conducting This Research?
1. Competitive Industry Dynamics
The food delivery market is highly competitive, with numerous players
offering similar services. Understanding what drives customer
satisfaction will enable companies to differentiate themselves and retain
loyal customers in a saturated market.
2. Uncovering Key Satisfaction Drivers
While feedback is commonly collected through reviews, there is a need
for deeper insights into which specific aspects of the service—such as
food quality, delivery speed, or app usability—most significantly affect
customer satisfaction.
3. Adapting to Evolving Consumer Expectations
Consumer expectations have shifted, particularly in response to the
COVID-19 pandemic. Convenience, speed, safety, and reliability have
become critical. This research aims to explore how these evolving
expectations influence customer satisfaction.
4. Impact of Technological Advancements
The integration of new technologies, such as AI for optimized delivery
routes and customer engagement tools, has transformed the food delivery
landscape. This research will explore how these innovations are shaping
customer satisfaction and whether they meet the needs of modern
consumers.
5. Addressing Gaps in Existing Research
While existing research touches on general customer satisfaction, there is
a lack of in-depth studies that specifically address the individual service
attributes that contribute to overall satisfaction in food delivery. This
study aims to fill that gap by analyzing the relationship between service
attributes and satisfaction.
6. Providing Actionable Business Insights
By identifying the key factors that drive customer satisfaction, this
research will provide actionable insights for food delivery platforms.
These insights will help businesses fine-tune their operations, enhance
customer experience, and improve long-term customer retention.
What the Study Aims to Achieve
1. Measure Overall Customer Satisfaction
This study will assess how satisfied customers are with the overall food
delivery service, focusing on three primary dimensions: food quality,
delivery efficiency, and user experience.
2. Identify the Key Factors Influencing Satisfaction
The research will identify which specific factors, such as delivery time,
order accuracy, food quality, and customer service, have the most impact
on customer satisfaction.
3. Explore the Relationship Between Service Attributes and Satisfaction
The study will analyse how various aspects of the service—like food
freshness, delivery speed, and the ease of using the platform—contribute
to overall customer satisfaction.
4. Understand Consumer Expectations Across Demographics
By examining customer expectations based on demographic factors such
as age, location, and frequency of use, the study will provide insights into
how businesses can tailor their offerings to meet diverse customer needs.
5. Provide Recommendations for Service Improvement
Based on the findings, the research will offer recommendations for food
delivery platforms on how to improve service quality, streamline
operations, and better meet customer expectations.

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INTRODUCTION

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