Loyalty among online food delivery customers: Extended scale of e-service quality

Hernando, Hendrick; Gunawan, Wely Hadi

doi:10.28932/jmm.v20i2.3507

Cited by 7 publications

(7 citation statements)

References 24 publications

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“…Regarding attribute 2 (Distraction in online shopping searches), also classified as regular, corresponding to the dimension “Ease of use”, Huang et al ( 2021 ) claims the distraction in online shopping affects the consumer’s attention and can negatively influence the accuracy of the product’s judgment. The “Ease of use” dimension was highly significant in the judgment of the quality of online services by consumers in the studies by Ketema and Selassie ( 2020 ) and Hernando and Gunawan ( 2021 ), and it is considered one of the main dimensions to be investigated in online quality of service surveys (Shankar et al 2020 ). It may impact online shopping service quality, purchase intention and behavioural loyalty (Goutam et al 2022 ).…”

Section: Discussionmentioning

confidence: 99%

“…Recent research on the quality of electronic services is concentrated on e-banking as described in the articles by Mujinga ( 2020 ); Li et al ( 2021 ) and Egala et al ( 2021 ). However, with the increase in food delivery services in the pandemic, this niche has also become of academic interest, as reported by Belanche et al ( 2021 ); Uzir et al ( 2021 ) and Hernando and Gunawan ( 2021 ).…”

Section: Theoretical Backgroundmentioning

confidence: 97%

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Evaluation of quality of online shopping services in times of COVID-19 based on E-S-QUAL model and Fuzzy TOPSIS method

et al. 2022

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This paper aims to propose an approach to evaluate the quality of online shopping services in times of pandemic COVID-19, from the ordering of quality attributes taking into account customers' perception. The proposed approach was developed from a structured questionnaire containing 25 quality attributes adapted from the E-S-QUAL model and applied to consumers of online shopping services. Fuzzy set theory was used in the approach to simplify the subjectivity of human judgment, along with the extension of Technique for Order Performance by Similarity to Ideal Solution (TOPSIS). Therefore, this research was classified as applied, exploratory, quantitative and survey. To achieve the research objective, 819 questionnaires were collected. Among the main findings, it is highlighted that the attributes “product availability”, “products with excellent quality”, “confidence in online shopping processes” and “ease of buying online” were the ones that presented the best perceptions of quality by the respondents. At the other end, the attributes "opinion sharing on social networks", "buying online is a good option when you have little time", "distraction in online shopping searches" and "shopping online is a pleasure" showed the highest level of dissatisfaction with the service. Thus, this article highlights the importance of online shopping services in times of the pandemic caused by COVID-19, and its main contribution and originality is the development of an approach that aims to support the decision-making process, establishing strategic actions for the continuous improvement of online shopping services with the reduction of subjectivity in customer perception and with successive refinements.

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Section: Discussionmentioning

confidence: 99%

Section: Theoretical Backgroundmentioning

confidence: 97%

Evaluation of quality of online shopping services in times of COVID-19 based on E-S-QUAL model and Fuzzy TOPSIS method

et al. 2022

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“…Based on the fuzzy multi-criteria decision-making approach, [ 3 ] revealed that when evaluating online food delivery platforms, factors that are playing a major role for final customers (consumers) are the delivery speed, online service level, fulfilment of orders, convenience of payment, and the delivery cost. The authors [ 36 ] further confirm the influence of the food delivery platform service quality on customer loyalty, claiming that key factors to refrain loyalty of current customers is suitability and similarity between performed and delivered orders and displayed images on the application.…”

Section: State Of Artmentioning

confidence: 91%

Decentralizing Online Food Delivery Services: A Blockchain and IoT Model for Smart Cities

et al. 2023

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With the worldwide pandemic outbreak, the style of restaurant food consumption underwent a major shift towards online delivery services. This poses an urgent need in trust between main stakeholders of the process: requiring restaurants to correspond to the quality declared, providing high quality and safe to consume meals, and obliging delivery entities to deliver food carefully, scrupulously following the delivery conditions. In this research, we explore a novelty approach that combines IoT, Blockchain technology, and city LoRa network to create a new trusted, decentralized approach for food distribution process in the context of a Smart City. This approach allows controlling the food delivery process using sensors data to control live location, temperature, vibrations, and shakings during the transportation process. We also suggest a fresh perspective on a rating system of delivery entities, where reputation points will be provided both from the side of the restaurant and the final consumer. This will create more trust towards the delivery entity since information will be tamper-proof and immutable due to the nature of Blockchain. This novel system proposal allows rethinking the online food delivery process in the context of Smart City, using the city’s LoRa LPWAN radio frequency technology and Blockchain decentralized solution.

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“…Therefore, understanding e-commerce service quality and what consumers perceive about web-based interactions is critical. Hernando and Gunawan (2021); Ray et al (2019) claimed that a positive delivery experience influences the intention to use online food delivery services. Hence, delivery service quality predicts a customer's satisfaction with mobile food delivery applications.…”

Section: E-service Qualitymentioning

confidence: 99%

The Factors Determining Customer Satisfaction towards Food Service Delivery Application During Covid-19 Pandemic

Johari,

Bahari,

Ibrahim

et al. 2024

IJARBSS

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The food delivery sector is expanding and has excellent potential in Malaysia and worldwide. Food delivery applications (FDAs) have changed how consumers purchase food, particularly during the COVID-19 pandemic's mobility limitations. During the pandemic, most food and beverage establishments relied extensively on intelligent technologies to enhance essential online and offline food delivery, facilitating many consumers. In the COVID-19 epidemic, consumers demand that takeaway food be supplied according to government standard procedures, and FDAs have become a popular source for ordering meals. Furthermore, the increasing use of FDAs demands a greater understanding of the complexity of consumer preferences towards devices, particularly during a health crisis. This study aims to investigate the relationship between e-service quality, convenience, and ease of use of food delivery applications and customer satisfaction during a pandemic. A quantitative research design was employed, and the data were collected by conducting an online questionnaire completed by 266 participants. The statistical findings and discussions demonstrate that the ease of use of apps is the most important feature, followed by service quality and convenience, which directly impact customer satisfaction by utilising food service delivery apps during the COVID-19 pandemic. The results allow businesses to establish an effective food delivery app services strategy.

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Loyalty among online food delivery customers: Extended scale of e-service quality

Cited by 7 publications

References 24 publications

Evaluation of quality of online shopping services in times of COVID-19 based on E-S-QUAL model and Fuzzy TOPSIS method

Evaluation of quality of online shopping services in times of COVID-19 based on E-S-QUAL model and Fuzzy TOPSIS method

Decentralizing Online Food Delivery Services: A Blockchain and IoT Model for Smart Cities

The Factors Determining Customer Satisfaction towards Food Service Delivery Application During Covid-19 Pandemic

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