Abstract

The proliferation of gig delivery platforms has revolutionized urban consumption patterns, especially in metropolitan cities such as Chennai. In the absence of physical interaction, consumer trust becomes a critical determinant of platform adoption and continued usage. Customer reviews and ratings serve as vital electronic word-of-mouth (e-WOM) mechanisms that significantly influence consumer perceptions and trust formation. The present study aims to examine the impact of customer reviews and ratings on consumer trust in gig delivery platforms with special reference to Chennai city. A structured questionnaire was administered to 300 gig platform users, and data were analyzed using statistical tools such as Chi-square test, Correlation, Regression, and One-Way ANOVA through SPSS. The findings reveal that customer reviews and ratings significantly influence consumer trust, with reviews exerting a stronger impact than ratings. The study contributes to existing literature by offering region-specific empirical evidence and provides actionable insights for gig platform managers to enhance trust mechanisms.