Exploring Consumer Behaviour and Satisfaction in Online Food Delivery Services with Evidence from Tirupur District, India

The proliferation of digital platforms has markedly transformed food consumption patterns, particularly through the use of online food ordering applications. In India, this sector has witnessed rapid expansion; however, district-level studies on consumer behavior remain scarce. This study examines the critical factors affecting customer satisfaction and consumer behavior on online food ordering platforms in the Tirupur District, Tamil Nadu. A descriptive and empirical research design was utilized, with primary data gathered from 120 active users. Statistical tools, including chi-square tests, ANOVA, and ranking methods, were employed for analysis. The results demonstrate that system quality, service responsiveness, restaurant performance, and the ease of accessing information are crucial determinants of customer satisfaction. Although satisfaction levels vary geographically, they do not significantly correlate with income. This study provides valuable localized insights and offers practical recommendations for improving user experience, service quality, and customer retention in online food delivery services.