The Impact of Real-Time Order Tracking on Customer Satisfaction and Loyalty in Chennai's Online Food Delivery Services

Abstract

This research explores the critical role of real-time order tracking in driving customer satisfaction and loyalty within the online food delivery industry, particularly in urban areas like Chennai with a booming demand for such services. Through a quantitative approach, the study will utilize a structured questionnaire to gather data from a sample of Chennai's online food delivery users. The aim is to quantify the connection between the availability of real-time tracking functionalities and customer satisfaction metrics. Furthermore, the research will investigate how this satisfaction, influenced by tracking features, translates into customer loyalty. This loyalty will be measured through users' intentions for repeat purchases and likelihood to recommend the service to others. Statistical analyses, including regression models and correlation coefficients, will be employed to analyze the data, providing empirical evidence of the impact of this technological feature. The expected outcome is a thorough understanding of real-time tracking's role in shaping service quality and its strategic significance for customer retention within Chennai's online food delivery landscape.