Customer Satisfaction and Loyalty Towards Online Food Delivery Services in Indonesia: A Conceptual Model of P-SERVQUAL 4.0

Abstract

Service quality is one of the main online food delivery services (OFDS) factors, especially related to the satisfaction and loyalty of the customer. Since the industry 4.0 era and the COVID-19 pandemic hit, society has been through a lot of changes including the customer standard of satisfaction and loyalty to products or services. For this condition, the SERVQUAL model for the OFDS industry needs to be expanded with two additional new criteria related to the COVID-19 pandemic and industry 4.0 (digital technology). This research purpose is to build the conceptual model based on the P-SERVQUAL 4.0, -Pandemic Service Quality in Industry 4.0 Era, -to evaluate customer satisfaction and loyalty of the OFDS in Indonesia. This conceptual model could be utilized as a basis to further empirical study of OFDS industry in Indonesia and to formulate the OFDS strategies in keeping up with the development of digital technology as well as adapting and overcoming the COVID-19 pandemic situation.