LANGUAGE IN INDIA

Strength for Today and Bright Hope for Tomorrow

Volume 25:5 May 2025
ISSN 1930-2940

Editors:
         Selvi M. Bunce, M.A., Ph.D. Candidate
         Nathan Mulder Bunce, M.A., Ph.D. Candidate
         Sam Mohanlal, Ph.D.
         B. Mallikarjun, Ph.D.
         A. R. Fatihi, Ph.D.
         G. Baskaran, Ph.D.
         T. Deivasigamani, Ph.D.
         Pammi Pavan Kumar, Ph.D.
         Soibam Rebika Devi, M.Sc., Ph.D.

Honorary Managing Editor & Publisher: M. S. Thirumalai, Ph.D.

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A Study of Communication Challenges Faced by Consumers While Using Advertised Food Delivery Platforms on Social Media

Mayank Jaipuria, Research Scholar and
Dr. Sushil Pande, Professor

Abstract

The emergence of food delivery services has changed how people get their meals, and social media is now a vital tool for marketing and customer interaction. Nevertheless, even if these platforms are convenient, users frequently run into communication issues that detract from their overall experience. This study examines the main challenges that customers encounter when using food delivery services that are advertised on social media, such as inaccurate information, slow customer service responses, opaque pricing and delivery schedules, and inefficient complaint handling. This study identifies the communication gaps between food delivery platforms and their users by examining case studies, social media interactions, and customer reviews. According to the results, increasing customer happiness can be achieved by being more responsive, giving clearer information, and utilizing chat assistance powered by artificial intelligence. This study adds to the expanding body of knowledge regarding the digital consumer experience and makes suggestions for how meal delivery firms might improve their communication tactics.

Keywords: Relationship Marketing, Customer Loyalty, Social media Engagement

Introduction

The way people obtain meals has been completely transformed by the explosive expansion of food delivery services, which provide convenience, variety, and smooth transactions. For these platforms, social media has emerged as a crucial marketing tool that enables businesses to interact with potential clients through interactive content, promotions, and targeted ads. Social media advertising has increased consumer reach, but it has also brought up a number of communication issues that have an effect on user experience.Social media is frequently used by customers to research food delivery services, including menu selections, costs, special offers, and delivery schedules. Disparities between the content that is promoted and the actual services that are provided, however, can cause annoyance and discontent. Common issues include misleading advertisements, delayed responses from customer service representatives, difficulty in resolving complaints, and a lack of transparency in policies. Furthermore, automated chatbots and pre-scripted responses sometimes fail to address specific customer concerns, leading to further dissatisfaction.

The purpose of this study is to look into the communication difficulties that customers encounter when using meal delivery services that are advertised on social media. The study will pinpoint important issue areas and make recommendations for potential fixes by examining customer experiences, reviews, and online interactions. Food delivery businesses must comprehend these issues if they hope to increase client contentment, foster brand loyalty, and strengthen their communication tactics in general.

This is only the beginning part of the article. PLEASE CLICK HERE TO READ THE ENTIRE ARTICLE IN PRINTER-FRIENDLY VERSION.

Mayank Jaipuria
Research Scholar
School of Management, Babu Banarasi Das University, Lucknow
sujiraja419@gmail.com
&
Dr. Sushil Pande
Professor
School of Management, Babu Banarasi Das University, Lucknow
pandesushil@rediffmail.com
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