An Assessment of E-Service Quality for Online Food Delivery Services in Yangon, Myanmar

Abstract

       The purpose of this study is to understand the relationship between e-service quality and customer satisfaction, the trust and revisit intentions toward potential businesses, for Online Food Delivery services in Yangon, Myanmar. This study assesses e-service quality to examine its influence on customer satisfaction and trust. Also, the study explores the relationship between customer satisfaction, and trust and revisit intentions towards Online Food Delivery services. Regression analysis was used to find the relationship between the variables. The findings reveal that Fulfillment (FUL) has the strongest influence on customer satisfaction and that Contact (CON) is the strongest predictor of customer trust. Likewise, customer’s satisfaction and trust have a positive relationship with customer intention to visit Online Food Delivery services again. Therefore, online food delivery service providers should focus on fulfilling customer satisfaction by providing a user-friendly app. Also, they should improve customer service and ensure customers’ needs are fulfilled in order to increase customer satisfaction. Finally, they should focus on trust which leads to customers revisiting the service.