Downloads: 1 | Views: 69 | Weekly Hits: ⮙1 | Monthly Hits: ⮙1
Analysis Study Research Paper | Commerce and Economic Studies | India | Volume 12 Issue 11, November 2023
A Study on Optimizing Mobile Food Delivery Apps with a Focus on Cloud Kitchens
Dr. Ramesh Marri
Abstract: Purpose: This study aims to optimize the user experience of mobile food delivery apps, focusing on cloud kitchens, by comprehensively investigating customer satisfaction on service quality and identifying the challenges they encounter. The research combines descriptive and exploratory approaches to gain insights into improving these apps for users in the Hyderabad and Secunderabad region. Research Methodology: A mixed-methods research approach is employed, integrating descriptive and exploratory methods. Data is primarily collected through a structured questionnaire using the Likert scale format. A convenient sampling technique is used to select 120 participants from the target population of mobile food delivery app users. Linear regression is applied to analyze the relationship between service quality dimensions and customer satisfaction. Factor analysis is utilized to identify underlying factors contributing to challenges faced by customers. Findings: The analysis reveals crucial insights into enhancing mobile food delivery apps. In the "Reliability" dimension, factors such as accurate delivery time predictions, order accuracy, and order completeness significantly impact customer satisfaction. The "Responsiveness" dimension highlights the importance of timely app responses, informative order status notifications, and accessible customer support in improving the user experience. "Empathy" factors like understanding food preferences, providing personalized recommendations, and catering to dietary requirements lead to higher customer satisfaction. In the "Tangibility" dimension, user-friendly interfaces, transparent menu details, and order customization options play pivotal roles in enhancing satisfaction. The "Accessibility" dimension underscores the significance of perceived accessibility, efficient technical issue resolution, and convenient app features. Partial Implications: App providers should focus on optimizing delivery accuracy, responsiveness, empathy-driven features, user interface design, and accessibility to enhance customer satisfaction. Addressing challenges related to order accuracy, delivery time delays, technical glitches, menu clarity, delivery fees, food quality, order customization, and dietary information is crucial. By prioritizing improvements in these areas, mobile food delivery apps can create a more satisfying and competitive user experience, fostering customer loyalty and success in the evolving landscape of cloud kitchens and food delivery services.
Keywords: Mobile food delivery apps, Cloud kitchens, Service quality, Customer satisfaction, User experience, User interface, Accessibility, Empathy, Tangibility, Responsiveness, Delivery accuracy, Order customization
Edition: Volume 12 Issue 11, November 2023,
Pages: 1265 - 1271