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.

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.

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. https://doi.org/10.1080/15378020.2018.1546076

• Journal Article Type: Article
• Acceptance Date: Nov 6, 2018
• Online Publication Date: Nov 24, 2018
• Publication Date: 2019
• Deposit Date: Dec 19, 2018
• Publicly Available Date: May 25, 2020
• Journal: Journal of Foodservice Business Research
• Print ISSN: 1537-8020
• Electronic ISSN: 1537-8039
• Publisher: Routledge
• Peer Reviewed: Peer Reviewed
• Volume: 22
• Issue: 1
• Pages: 81-97
• DOI: https://doi.org/10.1080/15378020.2018.1546076
• Keywords: E-service quality; food quality; loyalty; online food delivery service
• Public URL: https://nottingham-repository.worktribe.com/output/1424138
• Publisher URL: https://tandfonline.com/doi/full/10.1080/15378020.2018.1546076
• Additional Information: Peer Review Statement: The publishing and review policy for this title is described in its Aims & Scope.; Aim & Scope: http://www.tandfonline.com/action/journalInformation?show=aimsScope&journalCode=wfbr20; Published: 2018-11-24
• Contract Date: Dec 19, 2018