Factors Influencing Students’ Satisfaction with Online Food Delivery Services: An Empirical Study

Dianca Dsouza, Aleena George, Razan Khawatmi and Saif Ur Rehman

SAGE Open, 2025, vol. 15, issue 3, 21582440251378022

Abstract: This study examines the determinants of consumer satisfaction in Dubai’s rapidly expanding app-based food delivery sector, drawing on the theory of consumer behavior and analyzing data from 180 undergraduate students at Canadian University Dubai using Structural Equation Modeling (SEM) from January to February 2024. We evaluated the effects of delivery service price, meal pricing, food quality, restaurant variety, e-service quality, delivery timing, product advertisements, and sales promotions. The sample represents mobile-first generations. The findings reveal that food price, restaurant food quality, restaurant variety, e-service quality, delivery time, product advertisements, and sales promotions all positively influence consumer satisfaction. However, delivery charges, delivery promotions, and online payment security had no significant impact on the satisfaction of this mobile-first generation. Thus, businesses should streamline delivery times and emphasize value through targeted marketing to mobile-first consumers, ensuring that delivery charges and payment security do not hinder consumer satisfaction. These findings may help inform the development of meal delivery applications designed to attract and retain students in this specific market segment.

Keywords: customer satisfaction; online food delivery; pricing strategy; sales promotion; e-service; payment security; student behavior on online delivery (search for similar items in EconPapers)
Date: 2025
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Persistent link: https://EconPapers.repec.org/RePEc:sae:sagope:v:15:y:2025:i:3:p:21582440251378022

DOI: 10.1177/21582440251378022

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