Loyalty towards online food delivery service: the role of e-service quality and food quality
Suhartanto, D.; Helmi, M.; Tan, Kim; Sjahroeddin, F.; Kusdibyo, L.
KIM TAN firstname.lastname@example.org
Professor of Operations and Innovation Management
This study assesses the direct influence of food quality and e-service quality on customer loyalty towards 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 towards OFD services.
|Journal Article Type||Article|
|Journal||Journal of Foodservice Business Research|
|Publisher||Taylor & Francis (Routledge)|
|Peer Reviewed||Peer Reviewed|
|APA6 Citation||Suhartanto, D., Helmi, M., Tan, K., Sjahroeddin, F., & Kusdibyo, L. (2019). Loyalty towards online food delivery service: the role of e-service quality and food quality. Journal of Foodservice Business Research, 22(1), 81-97. doi:10.1080/15378020.2018.1546076|
|Keywords||E-service quality; food quality; loyalty; online food delivery service|
Loyalty OFD 22 JFBR Main Document REVISED Pak Hary
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