电子杂货服务忠诚度:整合食品质量、电子杂货质量和关系质量(年轻顾客对本地食品的体验)

IF 3.4 Q2 MANAGEMENT
Dwi Suhartanto, David Dean, Iklima Farhani
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引用次数: 0

摘要

目的本研究旨在评估电子杂货服务的忠诚度形成模型,该模型将食品质量、电子杂货服务质量和关系质量作为忠诚度的决定因素。结果结果表明,本地食品质量、电子杂货服务质量以及社区感和态度依恋等关系质量要素都是忠诚度的驱动因素。接下来,中介检验显示,本地食品质量和电子杂货服务质量通过顾客的态度依恋和社区感影响顾客忠诚度。此外,为了培养年轻顾客的忠诚度,建议在提供电子杂货服务的同时提供高质量的本地食品。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
E-grocery service loyalty: integrating food quality, e-grocery quality and relationship quality (young customers’ experience with local food)

Purpose

This study aims to evaluate the loyalty formation model on e-grocery service incorporating food quality, e-grocery quality and relationship quality as determinants of loyalty.

Design/methodology/approach

The quantitative approach was used by using 353 data from young Indonesian customers with purchasing experience of local food through e-grocery service. The hypothesized relationships between variables were tested using partial least squares structural equation modeling.

Findings

The results confirm that local food quality, e-grocery service quality and the relationship quality elements of a sense of community and attitudinal attachment, are all loyalty drivers. Next, mediation tests reveal that local food quality and e-grocery service quality influence customer loyalty through customers’ attitudinal attachment and a sense of community.

Practical implications

This study recommends that managers of e-grocery services of local food businesses could benefit from the development of attachment and a sense of community among their young clients. Furthermore, to develop loyalty among young customers, offering high-quality local food as well as e-grocery services is suggested.

Originality/value

To the best of the author’s knowledge, this is the first examination of the e-grocery service loyalty in the context of local food.

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来源期刊
CiteScore
6.00
自引率
7.70%
发文量
21
期刊介绍: The International Journal of Quality and Service Sciences seeks to explore various aspects of quality and services as closely interrelated phenomena in the context of ongoing transformation processes of organizations and societies. Thus the journals'' scope is not limited to micro perspectives of organizational and management related issues. It seeks further to explore patterns, behaviors, processes, mechanisms, principles and consequences related to quality and services in a broad range of organizational and social/global processes. These processes embrace cultural, economic, social, environmental and even global dimensions in order to better understand the past, to better diagnose the current situations and hence to design better the future. The journal seeks to embrace a holistic view of quality and service sector management and explicitly promotes the emerging field of ‘quality and service sciences’.The journal is an open forum and one of the main channels for communication of multi- and inter- disciplinary research and practices.
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