“A Study on Customer Experience, Trust, and Loyalty in Online Food Delivery Apps”
Adarsh Tripuraneni
, Mrs L. BHARANI
(Customer Experience, Customer Trust, Customer Loyalty , Online Food Delivery Apps)
This research looks at how various factors affect the level of trust and loyalty customers have when using an online food delivery service (Swiggy, Zomato) in India. As more consumers are using apps to order food, the understanding of customer expectations is imperative for the company's continued success. This study examines the impact of the following primary factors in creating customer loyalty: user experience of the app, speed of delivery, number of correct orders, food quality, secure payment options, and customer support. Using a structured survey of consumers who currently use the food delivery app, we could determine the extent to which customer experiences affect customer trust and consequently, the level of customer loyalty. The results indicate that customers who receive their orders on time, receive the correct order, receive food of high quality, have their payment securely processed, and receive good customer support develop a greater level of trust for the food delivery app, thus, are more likely to continue to use the app and to recommend it to others. The findings also suggest that customers are likely to continue to use an online food delivery service if it consistently provides reliable service and provides good customer support.
"“A Study on Customer Experience, Trust, and Loyalty in Online Food Delivery Apps”", JETNR - JOURNAL OF EMERGING TRENDS AND NOVEL RESEARCH (www.JETNR.org), ISSN:2984-9276, Vol.4, Issue 6, page no.b924-b932, June-2026, Available :https://rjpn.org/JETNR/papers/JETNR2606219.pdf
Volume 4
Issue 6,
June-2026
Pages : b924-b932
Paper Reg. ID: JETNR_235269
Published Paper Id: JETNR2606219
Downloads: 00052
Research Area: Commerce and Management, MBA All Branch
Country: Hyderabad, Telangana, India
DOI: https://doi.org/10.56975/jetnr.v4i6.235269
ISSN: 2984-9276 | IMPACT FACTOR: 9.87 Calculated By Google Scholar | ESTD YEAR: 2023
An International Scholarly Open Access Journal, Peer-Reviewed, Refereed Journal Impact Factor 9.87 Calculate by Google Scholar and Semantic Scholar | AI-Powered Research Tool, Multidisciplinary, Monthly, Multilanguage Journal Indexing in All Major Database & Metadata, Citation Generator
Publisher: RJPN (IJPublication) Janvi Wave
