Impact of Service Recovery on Consumer Loyalty: Online Food Delivery Platforms

Authors

  • Yashvi Daga,

Abstract

A booming industry in all aspects, food delivery platforms are trying to get a larger share in the market by attracting customers and offering the best of services. Consumers have the choice of choosing from various platforms and have minimal or no switching costs in this sector. In the context of online food delivery platforms, the research undertaken tries to find out if customers would be willing to re-order from the same platform after service failure; after getting service recovery. The research has been conducted in the Indian context through a primary survey of 260 respondents. The analysis has been done on Python using Chi-Square Test and Cramer’s rule. The empirical findings of the study can be further used for getting a competitive advantage while formulating service recovery strategies. An effective service recovery strategy can go a long way to keep the customer’s loyal and maintaining a positive image in the market.

Published

2020-11-01

Issue

Section

Articles