Background: Digital channels are increasingly used to integrate ordering, payment, delivery, and customer communication by service businesses. However, evidence connecting these channels to multidimensional outcomes in the urban laundry service is inadequate. The aim of this study was to create a connected approach to adopt online platforms and improve operational efficiency and revenue, and enhance customer retention in the Delhi National Capital Region (NCR). The method of this study was to design and demonstrate a reproducible analytical model with a 200- enterprise illustrative cross-sectional dataset, representative of Delhi, Gurugram, Noida, Ghaziabad and Faridabad. This study used descriptive analysis, correlation, regression, comparison and nonparametric bootstrap mediation analyses. Results showed that the average adoption of the online platform was 3.20/5, average operational efficiency was 65.89/100, average revenue growth was 17.81% and average customer retention was 67.69%. The adjusted regression equation showed that for every unit increase in the adoption of the online platform, the operational efficiency of the enterprise increased by 4.82. The indirect association of the online platform with customer retention, through efficiency, was 1.37 percentage points (95% bootstrap interval 0.39 to 2.40). Controlled direct associations of the online platform with revenue and retention were not statistically meaningful at 5%. The findings of this study show that there is a statistically meaningful association of the online platform with customer retention and efficiency in the context of delivery service enterprises and this may differ for other enterprises. This study describes a design that can be replicated in similar contexts. The findings of this study are methodological, not field estimates, and should be replicated using actual enterprise data.

Keywords: digital transformation; laundry services; Delhi NCR; online platforms; operational efficiency; enterprise revenue; customer retention