• Dr. Kancharla Kavya

The study examines the impact of service quality metrics on customer satisfaction before and after the implementation of Artificial Intelligence (AI) in food delivery services. Primary data was collected in the Hyderabad region using a convenient sampling method, and a mixed research approach combining quantitative and exploratory analysis was adopted to achieve the framed objectives. Statistical techniques such as regression and exploratory factor analysis were applied to evaluate the findings. Results indicate that before AI adoption, order accuracy, delivery speed, and quick issue resolution were the most critical drivers of customer satisfaction, reflecting the importance of reliability and responsiveness. Following AI integration, service reliability improved substantially, with faster order processing and enhanced delivery accuracy emerging as dominant factors. However, assurance showed a slight decline, highlighting that customers still seek human-backed support alongside technological efficiency. Despite improvements, challenges persist in the form of operational inefficiencies like technical glitches and GPS inaccuracies, limited personalization in AI recommendations, and trust-related issues concerning data privacy and fraud detection. The study underscores the dual nature of AI in enhancing efficiency while also creating new service quality challenges, offering valuable insights for both academia and industry stakeholders.

EVALUATING CUSTOMER SATISFACTION THROUGH SERVICE QUALITY IN FOOD DELIVERY: INSIGHTS BEFORE AND AFTER AI ADOPTION

"EVALUATING CUSTOMER SATISFACTION THROUGH SERVICE QUALITY IN FOOD DELIVERY: INSIGHTS BEFORE AND AFTER AI ADOPTION", International Journal of Emerging Technologies and Innovative Research (www.jetir.org), ISSN:2349-5162, Vol.12, Issue 8, page no.7-18, August-2025, Available :http://www.jetir.org/papers/JETIRHC06002.pdf

"EVALUATING CUSTOMER SATISFACTION THROUGH SERVICE QUALITY IN FOOD DELIVERY: INSIGHTS BEFORE AND AFTER AI ADOPTION", International Journal of Emerging Technologies and Innovative Research (www.jetir.org | UGC and issn Approved), ISSN:2349-5162, Vol.12, Issue 8, page no. pp7-18, August-2025, Available at : http://www.jetir.org/papers/JETIRHC06002.pdf