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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.

Authors

D. Suhartanto

M. Helmi

KIM TAN kim.tan@nottingham.ac.uk
Professor of Operations and Innovation Management

F. Sjahroeddin

L. Kusdibyo



Abstract

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
Publication Date 2019
Journal Journal of Foodservice Business Research
Print ISSN 1537-8020
Electronic ISSN 2375-0723
Publisher Taylor & Francis (Routledge)
Peer Reviewed Peer Reviewed
Volume 22
Issue 1
Pages 81-97
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
DOI https://doi.org/10.1080/15378020.2018.1546076
Keywords E-service quality; food quality; loyalty; online food delivery service
Publisher URL https://tandfonline.com/doi/full/10.1080/15378020.2018.1546076

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