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

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

Research output: Contribution to journalArticle

2 Citations (Scopus)

Abstract

This study assesses the direct influence of food quality and e-service quality on customer loyalty toward online food delivery (OFD) service and its indirect influence through the mediation of customer satisfaction and perceived value. This study uses a survey of 405 OFD service customers from Bandung, Indonesia. By applying variance-based partial least squares to evaluate the proposed model, this study confirms the direct effect of food quality on online loyalty, but not e-service quality. Further, this study discloses the partial mediation role of customer satisfaction and perceived value on the relationship between both food quality and e-service quality on online loyalty toward OFD services.

Original languageEnglish
Pages (from-to)81-97
Number of pages17
JournalJournal of Foodservice Business Research
Volume22
Issue number1
DOIs
Publication statusPublished - 2 Jan 2019

Fingerprint

Food Services
Food Quality
consumer satisfaction
food quality
customer service
Indonesia
Least-Squares Analysis
least squares

Keywords

  • E-service quality
  • food quality
  • loyalty
  • online food delivery service

ASJC Scopus subject areas

  • Food Science

Cite this

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.

In: Journal of Foodservice Business Research, Vol. 22, No. 1, 02.01.2019, p. 81-97.

Research output: Contribution to journalArticle

Suhartanto, Dwi ; Ali, Mohd Helmi ; Tan, Kim Hua ; Sjahroeddin, Fauziyah ; Kusdibyo, Lusianus. / Loyalty toward online food delivery service : the role of e-service quality and food quality. In: Journal of Foodservice Business Research. 2019 ; Vol. 22, No. 1. pp. 81-97.
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