Factors influencing customer satisfaction and loyalty in Artificial Intelligence (AI)-driven food delivery systems during and post COVID-19

The research aims to determine how various factors influence customer satisfaction and loyalty (CS&L) in AI-driven food delivery systems during and after COVID-19. Two hundred ninety-four participants were given a 32-item questionnaire, and the data were analysed using multiple regression analysis and quantitative research methods. Numerous factors were examined in this inquiry, such as price reduction, promotion benefits, information quality, hedonic motivation, safety packaging, and perceived severity. The research illustrates how the pandemic affected consumer behaviour, with an adjusted R² value of 0.715 during the pandemic and 0.489 in the post-pandemic period. It also concludes that hedonic motivation and information quality are two essential elements influencing consumer satisfaction and loyalty. The research seeks to enhance the post-pandemic delivery of AI-supported services and help provide recommendations for developing AI systems for food delivery services with a better understanding of consumer motivation for AI-based food delivery services.