Issues and Constraints Encountered by Customers in Online Food Delivery Services in Tamil Nadu

The rapid proliferation of online food delivery (OFD) platforms has significantly transformed consumer dining behaviour by offering enhanced convenience, accessibility, and variety. Despite these advantages, the sector continues to face several operational and service-related challenges that adversely affect customer satisfaction. This study examines the key difficulties encountered by customers during the online food ordering process, with particular emphasis on delivery delays, non-transparent or excessive delivery charges, and errors in order fulfilment. Furthermore, the research investigates technological issues such as unresponsive application interfaces and inadequate real-time order tracking, as well as service-related shortcomings including inefficient grievance redressal mechanisms and inconsistent food quality upon delivery. The analysis reveals a notable gap between customers’ digital service expectations and the operational realities of last-mile delivery. The findings indicate that although convenience is a major factor driving the adoption of OFD platforms, sustained customer loyalty is largely influenced by service reliability, pricing transparency, and effective communication. The study offers valuable insights for platform operators and service providers to improve customer experience and strengthen long-term engagement.
Keywords: Online Food Ordering, Customer Experience, Late Delivery, Incorrect Orders, App Usability, Service Quality, Transparent Pricing.