Appraise the role of novelty-seeking on consumers’ satisfaction using online food delivery applications

IF 2.7 Q2 MANAGEMENT
Seyedeh Fatemeh Kalantarzadeh Tezerjany
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Abstract

Purpose The primary intent of this study was to assess the influence of novelty-seeking on the satisfaction of consumers. The investigation concentrated on Malaysian consumers who have experience using online food delivery (OFD) applications. Design/methodology/approach To perform the research, non-probability and convenience sampling methods were enforced to gather the required data. An online questionnaire in the form of a Google Survey was conducted in Kuala Lumpur, Malaysia. Upon completion of the survey, the results were analyzed using SPSS software. Both the Service Quality (SERVQUAL) model and expectation disconfirmation theory (EDT) were exploited to shed light on the impact of consumer satisfaction. Findings Analysis of responses from the 250 participants unveiled that novelty-seeking positively influences consumer satisfaction. The finding depicted that reliability and responsiveness have the most positive impact on consumer satisfaction whereas tangibility has no effect on the satisfaction of consumers by using OFD applications. Research limitations/implications This study had three main limitations: first, the limitations on access to the participants during the pandemic; second, combining quantitative and qualitative methods to obtain more accurate results; third, the study was limited to the context of Kuala Lumpur, Malaysia. Practical implications The conclusions brought to the fore that OFD marketers should provide appropriate service quality while concentrating on novelty and well-designed apps to surge consumer satisfaction. Originality/value OFD apps have facilitated customers' access to various meals and helped food vendors survive in the competitive marketplace. A new aspect, novelty-seeking, is added to the SERVQUAL dimensions (i.e. empathy, tangibility, reliability, assurance and responsiveness) identified in the literature review.
评估新鲜感对消费者使用在线送餐应用满意度的影响
目的本研究的主要目的是评估新奇追求对消费者满意度的影响。调查集中在有使用在线食品配送(OFD)应用程序经验的马来西亚消费者。设计/方法/方法为了进行研究,我们采用了非概率和方便抽样的方法来收集所需的数据。在马来西亚吉隆坡进行了谷歌调查形式的在线问卷调查。调查完成后,使用SPSS软件对调查结果进行分析。服务质量(SERVQUAL)模型和期望失确认理论(EDT)被用来揭示消费者满意度的影响。对250名参与者的回答进行分析后发现,追求新奇对消费者满意度有积极影响。研究发现,可靠性和响应性对消费者满意度有最积极的影响,而有形性对使用OFD应用程序的消费者满意度没有影响。研究局限性/影响本研究有三个主要局限性:首先,大流行期间接触参与者的限制;二是定量与定性相结合,获得更准确的结果;第三,该研究仅限于马来西亚吉隆坡的背景。研究结果表明,OFD营销人员应提供适当的服务质量,同时注重新颖和设计良好的应用程序,以提高消费者满意度。原创/价值OFD应用程序为客户提供了各种膳食,并帮助食品供应商在竞争激烈的市场中生存下来。一个新的方面,寻求新奇,被添加到SERVQUAL维度(即移情,有形,可靠性,保证和响应)在文献综述中确定。
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来源期刊
CiteScore
5.60
自引率
12.00%
发文量
53
期刊介绍: In today''s competitive business and industrial environment, it is essential to have an academic journal offering the most current theoretical knowledge on quality and reliability to ensure that top management is fully conversant with new thinking, techniques and developments in the field. The International Journal of Quality & Reliability Management (IJQRM) deals with all aspects of business improvements and with all aspects of manufacturing and services, from the training of (senior) managers, to innovations in organising and processing to raise standards of product and service quality. It is this unique blend of theoretical knowledge and managerial relevance that makes IJQRM a valuable resource for managers striving for higher standards.Coverage includes: -Reliability, availability & maintenance -Gauging, calibration & measurement -Life cycle costing & sustainability -Reliability Management of Systems -Service Quality -Green Marketing -Product liability -Product testing techniques & systems -Quality function deployment -Reliability & quality education & training -Productivity improvement -Performance improvement -(Regulatory) standards for quality & Quality Awards -Statistical process control -System modelling -Teamwork -Quality data & datamining
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