Decoding customer experiences on meal delivery apps: A cross-platform text-mining analysis of online reviews through the lens of service psychology theories

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dc.contributor.authorShah, Adnan Muhammad
dc.contributor.authorAhmad, Pir Noman
dc.contributor.authorAbbasi, Amir Zaib
dc.contributor.authorParvez, Muhammad Omar
dc.contributor.authorHan, Spring H.
dc.contributor.authorBayram, Gul Erkol
dc.contributor.authorLee, KangYoon
dc.date.accessioned2026-04-25T14:19:57Z
dc.date.available2026-04-25T14:19:57Z
dc.date.issued2026
dc.departmentSinop Üniversitesi
dc.description.abstractThe rapid growth of mobile-based meal delivery services has reshaped dining habits, yet our understanding of customer experience (CX) across competing platforms remains limited. Existing studies have often focused on single platforms or used only survey-based methods, overlooking how customer perceptions vary across multi-actor service ecosystems and how they align with established service psychology frameworks. To address this gap, we leverage qualitative text mining to examine 7500 Google Play Store customer reviews of Uber Eats, DoorDash, and Grubhub, collected through stratified random sampling. Using topic modeling, sentiment analysis, and cross-platform comparison, we uncover both shared and platform-specific drivers of CX. Our results show that platform-related issues dominate consumer discussions (similar to 60 %), followed by delivery riders (similar to 20 %) and restaurants (similar to 10 %), with recurrent concerns over service fees. Positive sentiments emphasize utilitarian gratifications such as convenience, app efficiency, and app usability, while negative sentiments focus on order issues, delivery delays, and customer support failures that are often attributed to platforms as supervisory entities. By integrating uses & gratifications theory, attribution theory, and Herzberg's two-factor theory, we help advance our theoretical understanding of utilitarian versus emotional benefits, responsibility attribution in multi-actor ecosystems, and the roles of hygiene versus motivator factors in shaping customer satisfaction. In practice, our findings provide actionable insights for managers to tailor platform-specific strategies, improve accountability mechanisms, balance utilitarian and hedonic features in digital design, and ensure the transparency of pricing models.
dc.description.sponsorshipNational Research Foundation of Republic of Korea [NRF-2022R1F1A1069069]
dc.description.sponsorshipFunding This work was supported by the National Research Foundation of Republic of Korea (NRF-2022R1F1A1069069) .
dc.identifier.doi10.1016/j.jretconser.2025.104598
dc.identifier.issn0969-6989
dc.identifier.issn1873-1384
dc.identifier.orcid0000-0003-3078-6166
dc.identifier.orcid0000-0001-8220-1989
dc.identifier.orcid0000-0002-0465-4437
dc.identifier.scopus2-s2.0-105019709624
dc.identifier.scopusqualityQ1
dc.identifier.urihttps://doi.org/10.1016/j.jretconser.2025.104598
dc.identifier.urihttps://hdl.handle.net/11486/8283
dc.identifier.volume89
dc.identifier.wosWOS:001612753500003
dc.identifier.wosqualityQ1
dc.indekslendigikaynakWeb of Science
dc.indekslendigikaynakScopus
dc.language.isoen
dc.publisherElsevier Sci Ltd
dc.relation.ispartofJournal of Retailing and Consumer Services
dc.relation.publicationcategoryDiğer
dc.rightsinfo:eu-repo/semantics/closedAccess
dc.snmzKA_WOS_20260420
dc.subjectMeal delivery apps
dc.subjectCustomer reviews
dc.subjectCustomer experience
dc.subjectText mining
dc.subjectBusiness model
dc.subjectPlatform economy
dc.titleDecoding customer experiences on meal delivery apps: A cross-platform text-mining analysis of online reviews through the lens of service psychology theories
dc.typeReview

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