Predicting satisfaction and intentions to use online food delivery: What really makes a difference?

Katerina Annaraud · Katerina Berezina

139 citations0/0 files storedJournal of Foodservice Business Research

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

Abstract

Online food delivery (OFD) is no longer a new concept for the majority of Americans. Large food delivery companies make millions in revenues and those numbers are expected to increase. This study was conducted to investigate customer intentions to use OFD services through the evaluation of satisfaction, food quality, and OFD service quality. The OFD service quality was assessed via e-SELFQUAL dimensions, and included perceived control, service convenience, customer service, and service fulfillment. The study determined that food quality, control, customer service, and service fulfillment affect customer satisfaction in online food delivery services. Customer satisfaction showed a strong positive impact on behavioral intentions to use OFD.

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References

2011PLS-SEM: Indeed a Silver Bullet 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 2015A primer on partial least squares structural equation modeling (PLS-SEM)1992Measuring Service Quality: A Reexamination and Extension 2000Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments 2004E-S-QUAL 1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality 2001Developing and validating a multidimensional consumer-based brand equity scale

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