Title: EXPLORING KEY DRIVERS OF CUSTOMER SATISFACTION IN MOBILE FOOD DELIVERY PAYMENTS
Author: Dr. Vanita Kumari Soni and Preeti Peter Ekka
Abstract:

The exponential growth of online food delivery services has significantly transformed consumer behavior, especially with the integration of mobile payment technologies. This study explores the influence of three key factors—Perceived Ease of Use, Privacy and Security, and E-Service Quality—on Customer Satisfaction within the context of mobile payments in online food delivery applications. A structured questionnaire was administered to 350 respondents in urban India, and data were analyzed using SPSS software employing descriptive statistics, Pearson correlation, and multiple regression analysis. The results indicate that all three independent variables have a significant and positive relationship with customer satisfaction, with e-service quality emerging as the most influential predictor. The study offers practical implications for mobile app developers, food delivery platforms, and policymakers aiming to enhance consumer satisfaction and digital service delivery in the food tech sector.

Keywords: Perceived Ease of Use, Privacy and Security, E-Service Quality, Customer Satisfaction, Mobile Payment, Food Delivery Applications.
DOI: https://doi.org/10.38193/IJRCMS.2025.7321
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Date of Publication: 05-06-2025
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Published Vol & Issue: Volume 7 Issue 3 May-June 2025