The Effect of Online Food Delivery Service Quality on Customer Satisfaction and Customer Loyalty: The Role of Personal Innovativeness

IF 2.6 Q1 ECONOMICS

Entrepreneurial Business and Economics Review Pub Date : 2023-06-14 DOI:10.25105/ber.v23i1.15999

Patrick Alexander Wilhelm Smith, P. Heriyati

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引用次数: 0

Abstract

The online food delivery mobile service industry has emerged as a new channel of food delivery and marketing to capture a bigger share and sale in the food industry. This modern sort of business conveyance has gotten to be exceptionally prevalent, particularly among youthful, active, and working individuals. In addition, this business has become more competitive due to the increasingly new business entries and users’ expectation resulted from the anxiety of online food ordering and time convenience, but not at the expense of providing quality products and services. Subsequently, it is exceptionally vital that online benefit suppliers get it the nature and necessities as well as the related angles of the online benefit industry that are considered critical to the clients in this developing market. This study tries to explore and gauge information to guide the online service providers regarding the requirements and attributes of this new service delivery system. Using adopted questionnaire from Mobile Service Quality (M-S-QUAL), this study aims to investigate the relationships between customers perceived service quality of online food delivery (OFD) and its influence on customer satisfaction and customer loyalty, moderated by personal innovativeness. The data are collected from the customers or users of any online food delivery service and will be analyzed using correlations and Hierarchical Moderated Regression Analysis.

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网络外卖服务质量对顾客满意和顾客忠诚的影响:个人创新的作用

在线外卖移动服务行业已经成为食品配送和营销的新渠道，在食品行业中占据更大的份额和销售。这种现代商务交通工具已经变得异常普遍，特别是在年轻、活跃和有工作的个人中。此外，由于越来越多的新业务进入，以及用户对网上订餐和时间方便的焦虑所带来的期望，而不是以提供优质的产品和服务为代价，这项业务的竞争变得更加激烈。因此，在这个发展中的市场中，在线福利供应商了解在线福利行业的性质和必要性以及相关角度对客户至关重要，这一点尤为重要。本研究试图探索和评估信息，以指导在线服务提供者对这种新的服务交付系统的要求和属性。本研究采用移动服务质量(M-S-QUAL)问卷，探讨顾客感知的在线外卖服务质量对顾客满意和顾客忠诚的影响，并在个人创新的调节下进行。这些数据是从任何在线食品配送服务的客户或用户那里收集的，并将使用相关性和分层调节回归分析进行分析。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Entrepreneurial Business and Economics Review ECONOMICS-

CiteScore

7.20

自引率

7.90%

发文量

期刊介绍： Entrepreneurial Business and Economics Review (EBER), as multi-disciplinary and multi-contextual journal, is dedicated to serve as a broad and unified platform for revealing and spreading economics and management research focused on entrepreneurship, individual entrepreneurs as well as particular entrepreneurial aspects of business. It attempts to link theory and practice in different sections of economics and management by publishing various types of articles, including research papers, conceptual papers and literature reviews. Our geographical scope of interests include Central and Eastern Europe and emerging markets, however we also welcome articles beyond this scope. The Journal accept the articles from the following fields: -Entrepreneurship and Business Studies (in particular entrepreneurship and innovation, strategic entrepreneurship, corporate entrepreneurship, entrepreneurship methodology, new trends in HRM and HRD as well as organizational behaviour, entrepreneurial management, entrepreneurial business, management methodology, modern trends in business studies and organization theory, policies promoting entrepreneurship, innovation, R&D and SMEs, education for entrepreneurship), -International Business and Global Entrepreneurship (especially international entrepreneurship, European business, and new trends in international business, IB methodology), -International Economics and Applied Economics (in particular the role of entrepreneurship and the entrepreneur in economics, international economics including the economics of the European Union and emerging markets, as well as Europeanization, new trends in economics, economics methodology).