Trust And Reliability In Online Food And Grocery Delivery: Building Consumer Confidence

Abstract

The digital revolution has catalysed a paradigm shift in the way consumers shop for groceries, making online food and grocery delivery services increasingly popular. However, amidst this booming digital trend, establishing and maintaining trust and reliability remain critical challenges for these service providers. This study investigates the determinants of trust and reliability in online food and grocery delivery services, focusing on their impact on building consumer confidence. Using a mixed-methods approach and convenient sampling technique the study surveys consumers in Ernakulam city to ascertain the key factors influencing their trust and perception of the reliability of such services. The research illuminates the crucial roles of product quality, order accuracy, timely delivery, efficient customer service, and strong data privacy measures in shaping this trust and reliability. Furthermore, it reveals a substantial overall impact of trust and reliability on consumer confidence and buying behaviour, thus underlining their strategic importance for business success in this competitive domain. This study contributes to the existing literature by providing new insights into consumer perceptions in the context of online food and grocery delivery services. It offers practical implications for service providers, emphasizing strategies to enhance trust and reliability to boost consumer confidence and induce positive buying behaviour. Future research directions are also proposed, including exploring the role of technology, personalized experiences, and corporate social responsibility in enhancing consumer trust and reliability.