The explosive rise of digital platforms has revolutionised the face of urban delivery services, changing the manner consumers interact and work. Gig-based delivery workers are already vital to food, grocery and e-commerce logistics in Indian cities, thanks to app-based platforms. The present research paper discusses the inter link among the consumer perception, staff engagement, and organisational sustainability in gig-based delivery services with special reference to Chennai City. Consumer perception is measured on service quality, speed of delivery, pricing, convenience, technology and trust. Employee engagement is measured on job satisfaction, commitment, motivation, recognition and flexibility of work. The economic, social and environmental aspects of organisational sustainability are studied.
The study is quantitative, descriptive-cum-analytical in nature. Primary data were acquired from 200 respondents through a structured five-point Likert-scale questionnaire. Secondary data were collected from NITI Aayog and ILO. The statistical tools used are percentage analysis, descriptive statistics, Chi-Square tests, Pearson correlation, one-way ANOVA and multiple regression. The illustrative results reveal that the primary influencers of consumer perception are convenience and speed of delivery, with pricing being relatively weak. Customer loyalty is substantially related to consumer perception (r = 0.672) and organisational sustainability is modestly related to employee engagement (r = 0.618). Consumer perception also exhibits substantial variation across usage-frequency categories; however, no significant correlation was observed between age and employee engagement or customer loyalty.