Loyalty toward online food delivery service: the role of e-service quality and food quality

Suhartanto, Dwi; Ali, Mohd Helmi; Tan, Kim Hua; Sjahroeddin, Fauziyah; Kusdibyo, Lusianus

doi:10.1080/15378020.2018.1546076

Cited by 309 publications

(379 citation statements)

References 38 publications

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“…Previous research into online food delivery services is limited. A narrative review identified business reports stating that convenience and choice of food outlet were potential drivers of online food delivery service use, supporting findings from Malaysia and Indonesia [16,23]. A further study investigated the availability of food outlets through an online food delivery service in one city in each of Australia, the Netherlands, and the USA [24].…”

Section: Introductionmentioning

confidence: 78%

Use of Online Food Delivery Services to Order Food Prepared Away-From-Home and Associated Sociodemographic Characteristics: A Cross-Sectional, Multi-Country Analysis

Keeble

Adams

Sacks

et al. 2020

IJERPH

111

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Online food delivery services like Just Eat and Grubhub facilitate online ordering and home delivery of food prepared away-from-home. It is poorly understood how these services are used and by whom. This study investigated the prevalence of online food delivery service use and sociodemographic characteristics of customers, in and across Australia, Canada, Mexico, the UK, and the USA. We analyzed online survey data (n = 19,378) from the International Food Policy Study, conducted in 2018. We identified respondents who reported any online food delivery service use in the past 7 days and calculated the frequency of use and number of meals ordered. We investigated whether odds of any online food delivery service use in the past 7 days differed by sociodemographic characteristics using adjusted logistic regression. Overall, 15% of respondents (n = 2929) reported online food delivery service use, with the greatest prevalence amongst respondents in Mexico (n = 839 (26%)). Online food delivery services had most frequently been used once and the median number of meals purchased through this mode of order was two. Odds of any online food delivery service use were lower per additional year of age (OR: 0.95; 95% CI: 0.94, 0.95) and greater for respondents who were male (OR: 1.50; 95% CI: 1.35, 1.66), that identified with an ethnic minority (OR: 1.57; 95% CI: 1.38, 1.78), were highly educated (OR: 1.66; 95% CI: 1.46, 1.90), or living with children (OR: 2.71; 95% CI: 2.44, 3.01). Further research is required to explore how online food delivery services may influence diet and health.

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Section: Introductionmentioning

confidence: 78%

Use of Online Food Delivery Services to Order Food Prepared Away-From-Home and Associated Sociodemographic Characteristics: A Cross-Sectional, Multi-Country Analysis

Keeble

Adams

Sacks

et al. 2020

IJERPH

111

View full text Add to dashboard Cite

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“…With the increased availability of innovative technologies, there is an urgent need to understand how food service operations could benefit from new technologies and enhance their effectiveness in various business areas, such as marketing, recruitment, customer service, and overall operations (Di Pietro et al, 2012). Several studies suggest that not only food itself, but also e-service represents a relevant component for restaurants, especially for those offering OFD services (Suhartanto et al, 2019). Recent technological developments have enabled artificial intelligence (AI) to provide e-service agents that help companies improve services and build positive customer relationships (Chung et al, 2018).…”

Section: Discussionmentioning

confidence: 99%

“It’s on its way”: Chatbots applied for online food delivery services, social or task-oriented interaction style?

Cicco

Silva

Alparone

2020

Journal of Foodservice Business Research

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Research has yet to explore the spread of chatbots into the foodservice delivery sector and its impact on the customer's experience, especially in a moment when the Internet seems to be the tool to meet needs associated with being physically apart. In order to fill this gap, the present study addresses the implications that chatbots' interaction styles have for younger consumers using this channel for conversational online food delivery (OFD) services. Specifically, this study provides theoretical and practical insights into whether the conversational design of chatbots can influence social, affective, and behavioral intent outcomes. The study adopts an experimental design to investigate the effects of a social-versus task-oriented interaction style chatbot on the level of social presence and trust (social outcomes), perceived enjoyment (affective outcome), and intention to use the conversational OFD service in the future (behavioral intent outcome). Findings from a sample of 171 participants show that the interaction with the chatbot set up with a social-oriented interaction style increased users' perception of social presence and perceived enjoyment, while it did not have any direct and significant effect on trust and intention to use. The study further supports the role of social presence, trust, and perceived enjoyment as mediators between the chatbot's interaction style and the intention to use the conversational OFD service.

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“…The existing body of research is rich with studies on the quality of interpersonal services (e.g. Prentice & Kadan, 2019 ; Scheidt & Chung, 2019 ; Suhartanto et al, 2019 ), with a lack of research on customer responses to automated services, specifically AI-enabled services ( Prentice, Dominique Lopes, & Wang, 2020 ). As AI- enabled services tend to be built around self-service technologies, service quality in the context of AI-enabled services is likely to differ significantly from interpersonal services.…”

Section: Theoretical Backgroundmentioning

confidence: 99%

“…The conceptualisation of service quality in different contexts is well understood (e.g. Parasuraman, Zeithaml, & Berry, 1994 ; Collier & Bienstock, 2006 ; Scheidt & Chung, 2019 ; Suhartanto, Helmi Ali, Tan, Sjahroeddin, & Kusdibyo, 2019 ). What is less understood is the potential for AI-based shopping experiences to provoke shifts in how consumers (a) perceive service quality, (b) adjust their commitment to the relationship, and (c) evaluate their overall AI- enabled experience.…”

Section: Introductionmentioning

confidence: 99%

Customer experiences in the age of artificial intelligence

Ameen

Tarhini

Reppel

et al. 2021

Computers in Human Behavior

366

203

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Artificial intelligence (AI) is revolutionising the way customers interact with brands. There is a lack of empirical research into AI-enabled customer experiences. Hence, this study aims to analyse how the integration of AI in shopping can lead to an improved AI-enabled customer experience. We propose a theoretical model drawing on the trust-commitment theory and service quality model. An online survey was distributed to customers who have used an AI- enabled service offered by a beauty brand. A total of 434 responses were analysed using partial least squares-structural equation modelling. The findings indicate the significant role of trust and perceived sacrifice as factors mediating the effects of perceived convenience, personalisation and AI-enabled service quality. The findings also reveal the significant effect of relationship commitment on AI-enabled customer experience. This study contributes to the existing literature by revealing the mediating effects of trust and perceived sacrifice and the direct effect of relationship commitment on AI-enabled customer experience. In addition, the study has practical implications for retailers deploying AI in services offered to their customers.

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Loyalty toward online food delivery service: the role of e-service quality and food quality

Cited by 309 publications

References 38 publications

Use of Online Food Delivery Services to Order Food Prepared Away-From-Home and Associated Sociodemographic Characteristics: A Cross-Sectional, Multi-Country Analysis

Use of Online Food Delivery Services to Order Food Prepared Away-From-Home and Associated Sociodemographic Characteristics: A Cross-Sectional, Multi-Country Analysis

“It’s on its way”: Chatbots applied for online food delivery services, social or task-oriented interaction style?

Customer experiences in the age of artificial intelligence

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