People, Processes, And Customer Satisfaction: A Review Study of Work–Life Balance and Operations in Food Delivery Services
DOI:
https://doi.org/10.31674/ijrtbt.2026.v010i02.003Abstract
Food delivery services have exploded so thoroughly in the past few years, creating connections between delivery partners, process management, and satisfaction among the respective consumers. The study thus examines how individuals, processes, and customer expectations interact in and around the food delivery ecosystem to generate positive business outcomes in the food delivery ecosystem and, particularly, the work–life balance of delivery partners. Rapid growth in digital delivery platforms is a source of pressure for both riders and restaurants, and effective coordination and employee well-being must take top priority to keep customers satisfied. These things affect service and customer satisfaction. The objective of the study is to provide an understanding of the interplay of delivery partners, operational processes, and customer requirements in the quality-of-service delivery. The major object is to explore the association between work–life balance, delivery efficiency, and customer satisfaction. The study uses secondary data that consists of books, peer-reviewed journals, online publications, websites, and magazines. In conclusion, this study examines 8-10 pertinent research articles. In addition, the research finds important techniques in equitable work hours, communication, order assignment smoothness, and workload pressure relief. Key requirements include respectful customer engagement, supportive management, and realistic delivery targets as well as healthier workplaces, recovery breaks, and transparent evaluation systems. Using an analysis of people and processes, the study offers recommendations for how to improve experience for riders, improve service quality, and drive more efficiency overall.
Keywords:
Customer Satisfaction, Delivery Partners, Food delivery services, Operations Management, Restaurant Coordination, Service Quality, Work–Life BalanceDownloads
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