Unveiling consumers’ nonlinear evaluation of service performances in online food delivery: a quantitative Kano analysis
Bohao Ma,
Jessica Limierta,
Chee-Chong Teo
et al.
Abstract:PurposeThe study proposes an evaluation model that allows quantitative characterization of the effects of service quality on consumer’s satisfaction for online food delivery (OFD) services in a nonlinear manner. As such, the authors endeavor to bridge the research-to-practice gaps whereby the effect magnitudes and nonlinear patterns of service quality have been overlooked in the current literature.Design/methodology/approach The quantitative Kano method is adopted. A Kano questionnaire was first developed by s… Show more
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