Perceived Food Quality and Customer Satisfaction in Cloud Kitchens: A Review of Consumer-Centric Approach

Cloud kitchens—delivery-only restaurant models—are transforming the food service industry by prioritizing speed, convenience, and efficiency. In this digital-first format, consumer satisfaction depends less on ambiance and more on perceived food quality, including taste, hygiene, packaging, and delivery experience. This paper explores how these factors influence customer satisfaction and loyalty through a review of secondary data and literature. Using the SERVQUAL model as a framework, the study analyzes key service quality dimensions relevant to cloud kitchens, also highlighting the importance of responsiveness and assurance in driving repeat purchases and brand trust in the competitive online food delivery ecosystem.