Customer Satisfaction Evaluation in Online Food Delivery Services: A Systematic Literature Review

Customer Satisfaction Evaluation in Online Food Delivery Services: A Systematic Literature Review

customer satisfaction;online food delivery;analysis methods;evaluation metrics;datasets; future directions

The rapid growth of online food delivery services has heightened the need for effective customer satisfaction measurement. This systematicliterature review examines 476 papers, selecting 15 key studies to identify prevailing evaluation approaches. Findings reveal that sentiment analysis and PLS-SEM are the most frequently used analytical methods, each appearing in six studies. Satisfaction measurement relies on sentiment polarity scores in five studies and SERVQUAL frameworks in three studies. Data collection primarily involves surveys in seven studies and user-generated content in six studies, but limited demographic diversity reduces generalizability. Three key future research directions emerge. Advanced analytical techniques appear in 5 of 11 future works in the analysis methods domain. Expanding evaluation metrics is mentioned in 6 of 12 proposalsin the evaluation domain. Exploring demographic context is highlighted in 10 of 25 recommendations in the dataset’s domain, with dataset development receiving twice the attention of methodological advancements. These results provide researchers with a structured framework for customer satisfaction evaluation while guiding food delivery platforms in refining service quality. By systematically mapping current methodologies and future priorities, this study bridges gaps between academia and industry, ensuring more effective customer satisfaction assessments.

Adimas Fiqri Ramdhansya1*, Shella Maria Vernanda2, Indra Budi3, Prabu Kresna Putra4, Aris Budi Santoso5

https://jurnal.iaii.or.id/index.php/RESTI/article/view/6205/1041

nformation Technology, Computer Science, Universitas Indonesia, Jakarta, Indonesia

08-04-2025

FAJAR BAGUS W

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