The Impact of Delay in Food Delivery on Customer Satisfaction and Brand Loyalty, and The Drone Delivery as A Potential Solution (Case of Foodpanda Pakistan)

Abstract

This project discuss the fact that Foodpanda Pakistan should implement the concept of food delivery by drones to address the issue of increased delivery delays affecting the large urban areas. Foodpanda is one of the most popular food delivery services in Pakistan with millions of users, but it faces the problem of repeated late delivery due to traffic jams, shortage of drivers, weather conditions, and insufficient infrastructure. These delays directly affect customer satisfaction, making food to be served cold, soggy or later than anticipated and finally lowering customer satisfaction, brand loyalty and leading to complaints and cancellations. The project finds that the urban environment in Pakistan particularly, Lahore, Karachi and Islamabad have hit the saturation point such that the traditional motorbike dependent delivery model is no longer meeting the customer expectations of speed and reliability. This is why drone delivery is the innovative and strategic solution offered in the project. It has been demonstrated that drones can save a lot of time on delivery since they can fly directly to destinations without getting stuck in a traffic jam and seeing the road conditions. Wing, Flytrex, Zipline, Domino, and Zomato are just some of the examples of international companies that use drones to deliver food faster than a ground vehicle. Other global cases also report improvement in freshness of orders, customer satisfaction, operations efficiency, and environmental sustainability. The project implements these lessons to the situation in Pakistan, which implies that drone delivery can assist Foodpanda to get out of the existing constraints, minimize delays, and establish a more competitive stance in the fast-evolving online food delivery market. To justify this point, a survey of 103 Foodpanda users was performed based on a structured questionnaire. The findings are quite positive to support the phenomenon 72.82% of the respondents supported the question that they often experience delays and would prefer to receive faster delivery options. Most people also think that by using drones, they can reduce the delivery time considerably, increase the quality of food, and increase their general satisfaction. The results of the surveys suggest that the use of the drone technology is well accepted. Most of the respondents rated the drone delivery as the most useful and simplistic delivery and a substantial percentage of the respondents expressed an intention to use the service once it is offered. These findings can be attributed to the Technology Acceptance Model (TAM) which explains that perceived usefulness and ease of use are very strong influences of user acceptance of new