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VOL. 13, ISSUE 1 (2026)
Building reliability in the gig economy: A study of consumer trust in app‑based delivery services
Authors
Balaji K, Amith Sharma D
Abstract
App‑based delivery
platforms have become central to everyday consumption, yet their gig‑based
labour models raise questions about service reliability and consumer trust.
Recent work shows that consumer evaluations of gig workers’ competence and
treatment shape brand trust and usage intentions in food delivery platforms
(Belanche et al., 2021; Consumer Perceptions of Gig Workers, 2024). In
India, rapid growth of the gig and platform economy has redefined last‑mile
delivery while exposing customers to variable service quality (NITI Aayog,
2022; Angwaomaodoko, 2025). This study examines how perceived service
reliability, platform transparency and gig‑worker professionalism influence
consumer trust and loyalty towards app‑based delivery services. A structured
questionnaire was administered to 200 frequent users of food and grocery
delivery apps, and data were analysed using factor analysis, correlation,
regression, chi‑square tests, z‑tests and ANOVA. Results indicate that
perceived reliability and professionalism are key drivers of trust, which
strongly predicts re‑use intention and recommendation. Managerial implications
for platform design and gig‑work governance are discussed.
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Pages:226-232
How to cite this article:
Balaji K, Amith Sharma D "Building reliability in the gig economy: A study of consumer trust in app‑based delivery services". International Journal of Multidisciplinary Research and Development, Vol 13, Issue 1, 2026, Pages 226-232
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