Journal of Advanced Research in Service Management

Impact of Time Taken for Delivery on Food Ordering Behavior with Respect to Food Delivery Apps among Gen Z in Gujarat

Harshita Makwana, Harshvardhan Thakur, Jignesh Vidani — Wed, 20 May 2026 00:00:00 +0000

The rapid growth of online food delivery applications has significantly transformed consumer behaviour, particularly among Generation Z consumers who prefer convenience, speed, and digital accessibility. This study, titled “Impact of Time Taken for Delivery on Food Ordering Behaviour with Respect to Food Delivery Apps among Gen Z in Ahmedabad City", examines how delivery time influences customer satisfaction, repeat purchase intention, and overall food ordering behaviour. The research focuses on popular food delivery platforms such as Zomato and Swiggy among Gen Z consumers in Ahmedabad.

The study is based on primary data collected through a structured questionnaire distributed among Gen Z respondents. A descriptive research design and convenient sampling method were used for data collection and analysis. The questionnaire included demographic questions and Likert scale statements related to convenience, delivery speed, customer satisfaction, food quality perception, and behavioural responses toward delivery services.

The findings reveal that delivery time plays a significant role in influencing food ordering decisions and customer satisfaction. Faster delivery services positively affect repeat purchase intention and customer loyalty, while delayed deliveries lead to frustration, dissatisfaction, and switching behaviour between applications. The study also found that real-time tracking and accurate delivery estimates improve user satisfaction and trust toward food delivery platforms. Although discounts and promotional offers influence purchasing decisions, delivery speed was identified as a more important factor for many Gen Z consumers.

Impact of Social Media Usage on the Buying Behaviour with respect to skin care product of Gen Z in Rajasthan and Gujarat

Kritika Shamra , Nikhil Valand, Jignesh Vidani — Wed, 20 May 2026 00:00:00 +0000

The study titled “Impact of Social Media Usage on the Buying Behaviour with respect to Skin Care Products of Gen Z in Ahmedabad City” examines the influence of social media platforms on the purchasing behaviour of Generation Z consumers. In recent years, social media has emerged as a powerful digital marketing tool that significantly affects how consumers search for information, evaluate products, and make purchase decisions. Platforms such as Instagram, YouTube, Facebook, and TikTok have become important channels for skincare brands to promote products and engage with young consumers. The primary objective of the study was to analyze how factors such as social media advertisements, influencer marketing, online reviews, and trending products influence the buying behaviour of Gen Z consumers in Ahmedabad city.

The research was based on primary data collected through a structured questionnaire using a Likert scale. A total of 122 respondents participated in the study. Statistical tools such as frequency analysis, reliability analysis, and hypothesis testing were used to analyse the collected data. The reliability test showed a Cronbach’s alpha value of 0.888, indicating high internal consistency of the questionnaire. The findings revealed that social media plays a significant role in influencing consumer awareness, product discovery, product comparison, and purchase intention among Generation Z consumers. Online reviews, influencer recommendations, and social media advertisements were found to strongly impact consumer perceptions and buying decisions. However, hypothesis testing showed no statistically significant relationship between age and the selected social media buying behaviour variables, as all p-values were greater than 0.05.

Overall, the study concludes that social media has become an essential marketing platform for skincare brands targeting Generation Z consumers. Businesses can effectively use digital marketing strategies, influencer collaborations, and positive online engagement to attract and retain young consumers in the competitive skincare market.

Customer Relationship Management Practices and Customer Loyalty: A Case Study of Blackberrys at Blackberrys Shyamal Store

Nikhil Vakand, Jignesh Vidani — Wed, 20 May 2026 00:00:00 +0000

Abstract

This case study examines the Customer Relationship Management (CRM) practices followed by Blackberrys at Blackberrys Shyamal Store and analyses their impact on customer satisfaction, customer loyalty, and overall customer experience in the organised retail fashion industry. The study is based on a primary interview conducted with the store manager, which provided detailed insights into the company’s customer engagement strategies, complaint handling methods, omnichannel retailing practices, and loyalty management systems. The research highlights the importance of customer-centric business approaches in maintaining long-term customer relationships and generating repeat business in a highly competitive retail environment.

The findings of the study reveal that the organisation strongly focuses on personalised customer interaction, staff training, customer database management, and service quality improvement to strengthen customer loyalty. The store follows a structured “GUEST” interaction model to maintain professional customer communication and improve shopping experiences. The study also identifies the importance of omnichannel retailing and digital integration, where online platforms, Omni-applications, and inventory-sharing systems are used to improve product accessibility and customer convenience. In addition, the organisation uses Net Promoter Score (NPS) analysis and complaint handling systems to evaluate customer satisfaction and identify areas for service improvement.

The research concludes that effective CRM practices, personalised service, digital integration, and customer feedback management significantly contribute to customer retention and organisational performance. The study also emphasises that businesses focusing on trust, convenience, and customer satisfaction are more likely to achieve sustainable growth and competitive advantage in the modern retail sector.

An Analytical Study of CRM Strategies and Customer Loyalty at Louis Philippe Iconic Shyamal, Ahmedabad

Kritika Shamra , Jignesh Vidani — Wed, 20 May 2026 00:00:00 +0000

This case study examines the Customer Relationship Management (CRM) practices implemented at the Louis Philippe Shyamal Store, Ahmedabad, and analyses their impact on customer satisfaction, customer loyalty, and repeat business performance. The study is based on a detailed interview conducted with the store representative to understand the organisation's CRM strategies, customer engagement methods, loyalty programmes, complaint handling systems, employee training practices, and use of CRM technologies.

The findings reveal that the organisation strongly focuses on customer bonding, personalised communication, premium customer service, and relationship-building practices to maintain long-term customer relationships. CRM tools such as Power App and Capillary Pro are used for customer data management, customer engagement, and personalised recommendations. The organisation also follows structured loyalty programmes categorised into Silver, Gold, and Platinum membership levels to improve customer retention and encourage repeat purchases. Employee training and SOP-based service systems further help maintain consistency in customer interactions and service quality.

The study identifies that personalised services, effective complaint handling, digital customer engagement, and employee behaviour management significantly contribute towards customer satisfaction and organisational performance. Theoretical concepts related to relationship marketing, service quality, customer loyalty, and digital CRM systems support the findings of the study (Vidani & Das, 2021; Vasveliya & Vidani, 2019; Vidani & Dholakia, 2020).

Overall, the study concludes that effective CRM practices play a vital role in strengthening customer loyalty, improving customer experience, and maintaining competitive advantage in the premium retail fashion industry.

A Thematic Analysis of Customer Relationship Management Practices at TVS Motor Company outlet

Abhishek Joshi , Jignesh Vidani — Wed, 20 May 2026 00:00:00 +0000

Customer Relationship Management (CRM) has become an important business strategy for improving customer satisfaction, communication, and long-term customer relationships in the automobile industry. This research paper focuses on the CRM practices followed by the TVS Motor Company showroom located in Gandhinagar, Gujarat. The study was conducted through a qualitative research approach using an interview and podcast interaction with the showroom manager to understand practical CRM strategies used in daily business operations.

The research examines important areas such as customer handling practices, personalized services, digital communication tools, complaint management systems, customer satisfaction techniques, and emotional branding strategies. The findings reveal that the showroom effectively uses CRM software, WhatsApp communication, SMS reminders, and customer databases to maintain regular communication and improve customer engagement. The showroom also focuses on staff training, trust building, fast complaint resolution, and personalized customer support to improve customer experience and brand loyalty.

The study identifies certain challenges such as service delays, spare part availability issues, and managing customer expectations. To overcome these challenges, suggestions including AI-based CRM systems, better follow-up mechanisms, customer feedback analytics, and loyalty programs have been recommended.

Overall, the research concludes that effective CRM practices play a significant role in improving customer satisfaction, service quality, customer loyalty, and long-term business success in the automobile sector.