IMPACT OF MOBILE APP USABILITY ON CUSTOMERSATISFACTION: A COMPARATIVE ANALYSIS OFUSEREXPERIENCE IN TWO LEADING ONLINE FOODDELIVERYPLATFORMS

Aim: The primary objective of this research is to compare customer satisfactionlevelsbetween two prominent online food ordering services, focusing on the distinct perceptionsofboth regular and occasional users. By employing accurate analytical techniques like statistical testing and comparative analysis, the study seeks to uncover valuable insights that canassist service providers in making informed strategic decisions, while also contributing to a deeperunderstanding of customer satisfaction dynamics in the online food deliveryindustry.Materials and Methods: Conducted in Tamil Nadu, India, this study surveyed120participants via Google Forms to gauge satisfaction levels among regular and occasional users of two online food delivery services. Data analysis was performed using Excel andSPSS, applying statistical methods such as ANOVA and t-tests to explore mean differencesand correlations. These analyses offer insights into how various service aspects are perceivedby different user groups, encouraging a competitive industry focused on exceeding customerexpectations and enhancing lifestyles. Results and Discussion: A one-sample t-test (t =28.468, df = 134, p < 0.000) revealed a mean satisfaction difference of 1.985 betweenthetwoservices, indicating significant variations in service quality and delivery efficiencyamongfrequent users. ANOVA results (F = 3.661, p = .014) demonstrated that the frequencyofissues varied across different platforms, suggesting that service selection impacts customerproblem experiences. Additionally, the independent t-test (p = 0.001) showed significant differences in ordering habits based on age groups, with a mean frequency differenceof -0.137, assuming equal variances.