Loyalty toward online food delivery service: the role of e-service quality and food quality

This study assesses the direct influence of food quality and e-service quality on customer loyalty toward online food delivery (OFD) service and its indirect influence through the mediation of customer satisfaction and perceived value. This study uses a survey of 405 OFD service customers from Bandu...

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Bibliographic Details
Published inJournal of foodservice business research Vol. 22; no. 1; pp. 81 - 97
Main Authors Suhartanto, Dwi, Helmi Ali, Mohd, Tan, Kim Hua, Sjahroeddin, Fauziyah, Kusdibyo, Lusianus
Format Journal Article
LanguageEnglish
Published Routledge 02.01.2019
Subjects
consumer satisfaction
E-service quality
food quality
Indonesia
loyalty
online food delivery service
surveys
Indonesia
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ISSN1537-8020
1537-8039
1537-8039
DOI10.1080/15378020.2018.1546076

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Summary:This study assesses the direct influence of food quality and e-service quality on customer loyalty toward online food delivery (OFD) service and its indirect influence through the mediation of customer satisfaction and perceived value. This study uses a survey of 405 OFD service customers from Bandung, Indonesia. By applying variance-based partial least squares to evaluate the proposed model, this study confirms the direct effect of food quality on online loyalty, but not e-service quality. Further, this study discloses the partial mediation role of customer satisfaction and perceived value on the relationship between both food quality and e-service quality on online loyalty toward OFD services.
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ISSN:1537-8020
1537-8039
1537-8039
DOI:10.1080/15378020.2018.1546076