Panneerselvam, HT and Kumar, T and Kashyap, S (2024) Enhancing Transparency and User Experience in Food Delivery Apps. In: International Conference on Business and Technology, ICBT 2024, 19 April 2024through 20 April 2024, Cambridge, pp. 417-426.
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The food delivery industry thrives on convenience, offering a plethora of culinary options at our fingertips. However, concerns regarding hidden fees, inaccurate delivery estimates, and complex pricing structures cast a shadow on the user experience. This report delves into this critical issue, focusing on popular food delivery platforms. Through a comprehensive analysis of their practices, we highlight their shortcomings in terms of transparency, specifically addressing the misleading nature of advertised 100 refunds and the lack of upfront disclosure of delivery charges. User reviews further solidify these concerns, depicting frustration and a disconnect between advertised services and actual experiences. Looking beyond individual platforms, this report explores broader industry trends shaping food delivery's future. Consumers are increasingly demanding transparency in pricing and delivery information. Additionally, sustainability is emerging as a key concern, with users seeking eco-friendly options and partnerships with restaurants that prioritise ethical sourcing and environmentally responsible practices. Personalisation is another crucial trend, with apps employing artificial intelligence and machine learning to tailor recommendations and offers based on individual preferences. Lastly, subscription models are gaining traction, offering waived delivery fees and discounts in exchange for a monthly charge. In contrast, delivery speed remains a top priority for users, prompting apps to invest in optimisation technologies and streamlined logistics. © The Author(s), under exclusive license to Springer Nature Switzerland AG 2024.
| Item Type: | Conference Paper |
|---|---|
| Publication: | Lecture Notes in Networks and Systems |
| Publisher: | Springer Science and Business Media Deutschland GmbH |
| Additional Information: | The copyright for this article belongs to publisher. |
| Keywords: | Agri-food; Costs; Fees and charges, Comprehensive analysis; Critical issues; Food delivery; Gamification; Hidden fee; Industry trends; Pricing structures; User reviews; User's preferences; Users' experiences, Food industry |
| Department/Centre: | Division of Mechanical Sciences > Department of Design & Manufacturing (formerly Centre for Product Design & Manufacturing) |
| Date Deposited: | 09 Nov 2024 20:46 |
| Last Modified: | 09 Nov 2024 20:46 |
| URI: | http://eprints.iisc.ac.in/id/eprint/86680 |
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