Impact of Chatbots on Customer Satisfaction in Food Delivery Apps in South Delhi

Abstract

The purpose of this research paper is to examine the impact of chatbots on customer satisfaction in food delivery apps. The rise of the mobile app industry has made it popular among those who recommend useful restaurant information. The recommendation service app based on the AI Chatbot can efficiently manage time and finances by making it easy for restaurant consumers to easily access the information they want anytime, anywhere. The online food delivery system is one such electronic platform that has brought a shift in the conventional food habits of people. Online food delivery apps are a convenient, door-step delivery platform that has brought tremendous changes in the food habits of consumers. The present study tries to find out the factors that influence consumers to order food online and the satisfaction level of consumers after using the apps. The study was conducted among 206 users of online food delivery apps in South Delhi. The samples are drawn from a population that has already interacted with chatbot technology in various food delivery apps. Furthermore, statistical tools like factor analysis, correlation, regression, and percentages using SPSS are used to analyse the data.