Online Food Delivery Service Quality: Does Personal Innovativeness Matter?

Yusra Yusra · Arawati Agus

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Customer Service Quality and Loyalty Consumer Behavior and Marketing Influence Technology Adoption and User Behaviour

Abstract

The emergent of online food delivery (OFD) industry is valued as a new channel in food industry in order to grab more sales and shares and has promoted the competitiveness among the OFD players. Therefore, a sufficient understanding of the nature of the online service industry is very important for service providers in this emerging market. This study attempts to discover the characteristics and necessities of this online service. Using adapted questionnaire from M-S-QUAL (Huang et al., 2015), this study aims to examine the relationships between customers perceived service quality of online food delivery (OFD) and its influence on customer satisfaction and loyalty, moderated by personal innovativeness. The study proposed six hypothesis and results indicated the positive relationships between service quality, customer satisfaction, and customer loyalty. Whilst customer satisfaction partially mediates service quality and customer loyalty, personal innovativeness has a negative moderating effect on customer satisfaction and customer loyalty.

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References

1994Customer Loyalty: Toward an Integrated Conceptual Framework 1998A Conceptual and Operational Definition of Personal Innovativeness in the Domain of Information Technology 1993Cognitive, Affective, and Attribute Bases of the Satisfaction Response 2016Consumer experiences, attitude and behavioral intention toward online food delivery (OFD) services 2016Job satisfaction and organizational commitment 2016Towards a unified customer experience in online shopping environments 2006Measuring perceived service quality in urgent transport service 2015M-S-QUAL: Mobile service quality measurement

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2019Why do people use food delivery apps (FDA)? A uses and gratification theory perspective 2020Innovation resistance theory perspective on the use of food delivery applications

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