Tamara Lulutho Sirenya, Juanita van der Walt
Abstract
The attraction and retention of customers are vital for e-hailing fast food delivery service providers. Understanding customer requirements and influential factors in delivery app usage and preference decision-making is crucial for customer satisfaction and loyalty. This study conducted a comparative analysis of three popular food delivery platforms: Uber Eats, Bolt Food and Mr D. The objective was to evaluate their services and user experience, identify areas for improvement and provide actionable recommendations. Key aspects such as order placement, delivery time, menu variety, pricing, customer support, and overall user satisfaction were examined. Quantitative data was collected through surveys administered to users of these platforms. Statistical analysis, including descriptive statistics, was employed to compare platform performance across various aspects. The research provides insights into the strengths and weaknesses of Uber Eats, Bolt Food and Mr D, based on objective user data. These findings contribute to the existing knowledge in the food delivery industry and aid users in making informed choices. The study’s outcomes shed light on the comparative performance of these food delivery platforms, offering valuable insights to users and industry stakeholders. Recommendations include improving brand recognition, incorporating the latest technologies, implementing competitive pricing strategies, enhancing user experience, focusing on differentiation, and improving customer feedback strategies.