Influence of Delivery Service Quality on Customer Retention in Food Delivery Platform in Sri Lanka
Silva, Dileka (2026)
2026
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-202604207032
https://urn.fi/URN:NBN:fi:amk-202604207032
Tiivistelmä
The recent increase in the number of online food delivery companies in Sri Lanka has changed customer behavior towards food orders. Nevertheless, there are growing concerns about customer retention due to declining satisfaction with delivery quality. Therefore, the objective of the study was to determine the impact of delivery service quality on customer retention in the online food delivery market in Sri Lanka.
Qualitative ad exploratory research design based on systematic literature review methodology was ap-plied to collect secondary data from academic articles, industry reports, and local literature. In particular, the dimensions of delivery service quality included in the study were: delivery speed, order accuracy, courier behavior, real-time delivery tracking, and application functionality. The thematic synthesis tech-nique was used to analyze the collected data, with Expectation-Confirmation Theory serving as an analyti-cal framework, complemented by the moderating factor of perceived value.
The courier behavior had an important influence on customer trust and emotions, whereas the tracking feature and app usability provided transparency in transactions. Finally, the effect of delivery service quality on retention depended on perceived value as a moderator, especially during economic instability.
Therefore, it can be concluded that delivery consistency is an important component for customer loyalty within the studied context. Improvements in delivery efficiency, courier selection, and tracking process should be made by online food delivery companies in Sri Lanka. This research provides recommendations for industry practitioners and adds to the existing literature on delivery-related service quality in underdeveloped markets.
Qualitative ad exploratory research design based on systematic literature review methodology was ap-plied to collect secondary data from academic articles, industry reports, and local literature. In particular, the dimensions of delivery service quality included in the study were: delivery speed, order accuracy, courier behavior, real-time delivery tracking, and application functionality. The thematic synthesis tech-nique was used to analyze the collected data, with Expectation-Confirmation Theory serving as an analyti-cal framework, complemented by the moderating factor of perceived value.
The courier behavior had an important influence on customer trust and emotions, whereas the tracking feature and app usability provided transparency in transactions. Finally, the effect of delivery service quality on retention depended on perceived value as a moderator, especially during economic instability.
Therefore, it can be concluded that delivery consistency is an important component for customer loyalty within the studied context. Improvements in delivery efficiency, courier selection, and tracking process should be made by online food delivery companies in Sri Lanka. This research provides recommendations for industry practitioners and adds to the existing literature on delivery-related service quality in underdeveloped markets.