Food delivery platforms have become widely used digital services that millions of people rely on daily. Despite their popularity, usability and reliability issues continue to affect the user experience. This study examines usability, perceived reliability, and perceived performance issues in food delivery platforms from a software engineering perspective, using the ISO/IEC 25010 quality model as the evaluation framework.

We used a mixed-method approach combining an online survey with 50 participants and usability testing sessions with 10 participants. The survey measured user perceptions of usability, reliability,and performance, while the usability testing provided observational data on how users interact with the platforms in practice.

The results suggest that users generally find food delivery applications easy to use and reliable under normal conditions. However, several recurring issues were identified related to delivery tracking clarity, information visibility, layout design, and system performance during busy periods.The findings indicate that usability, perceived reliability, and perceived performance efficiency are software quality attributes that most affected by these issues.

This study contributes to software engineering research by combining survey data and usability testing to evaluate software quality in food delivery platforms, and demonstrates the suitability of ISO/IEC 25010 as a framework for assessing consumer-facing mobile applications.