{"title":"The Effect of Online Food Delivery Service Quality on Customer Satisfaction and Customer Loyalty: The Role of Personal Innovativeness","authors":"Patrick Alexander Wilhelm Smith, P. Heriyati","doi":"10.25105/ber.v23i1.15999","DOIUrl":null,"url":null,"abstract":"The online food delivery mobile service industry has emerged as a new channel of food delivery and marketing to capture a bigger share and sale in the food industry. This modern sort of business conveyance has gotten to be exceptionally prevalent, particularly among youthful, active, and working individuals. In addition, this business has become more competitive due to the increasingly new business entries and users’ expectation resulted from the anxiety of online food ordering and time convenience, but not at the expense of providing quality products and services. Subsequently, it is exceptionally vital that online benefit suppliers get it the nature and necessities as well as the related angles of the online benefit industry that are considered critical to the clients in this developing market. This study tries to explore and gauge information to guide the online service providers regarding the requirements and attributes of this new service delivery system. Using adopted questionnaire from Mobile Service Quality (M-S-QUAL), this study aims to investigate the relationships between customers perceived service quality of online food delivery (OFD) and its influence on customer satisfaction and customer loyalty, moderated by personal innovativeness. The data are collected from the customers or users of any online food delivery service and will be analyzed using correlations and Hierarchical Moderated Regression Analysis.","PeriodicalId":11726,"journal":{"name":"Entrepreneurial Business and Economics Review","volume":null,"pages":null},"PeriodicalIF":2.6000,"publicationDate":"2023-06-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Entrepreneurial Business and Economics Review","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.25105/ber.v23i1.15999","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q1","JCRName":"ECONOMICS","Score":null,"Total":0}
引用次数: 0
Abstract
The online food delivery mobile service industry has emerged as a new channel of food delivery and marketing to capture a bigger share and sale in the food industry. This modern sort of business conveyance has gotten to be exceptionally prevalent, particularly among youthful, active, and working individuals. In addition, this business has become more competitive due to the increasingly new business entries and users’ expectation resulted from the anxiety of online food ordering and time convenience, but not at the expense of providing quality products and services. Subsequently, it is exceptionally vital that online benefit suppliers get it the nature and necessities as well as the related angles of the online benefit industry that are considered critical to the clients in this developing market. This study tries to explore and gauge information to guide the online service providers regarding the requirements and attributes of this new service delivery system. Using adopted questionnaire from Mobile Service Quality (M-S-QUAL), this study aims to investigate the relationships between customers perceived service quality of online food delivery (OFD) and its influence on customer satisfaction and customer loyalty, moderated by personal innovativeness. The data are collected from the customers or users of any online food delivery service and will be analyzed using correlations and Hierarchical Moderated Regression Analysis.
期刊介绍：
Entrepreneurial Business and Economics Review (EBER), as multi-disciplinary and multi-contextual journal, is dedicated to serve as a broad and unified platform for revealing and spreading economics and management research focused on entrepreneurship, individual entrepreneurs as well as particular entrepreneurial aspects of business. It attempts to link theory and practice in different sections of economics and management by publishing various types of articles, including research papers, conceptual papers and literature reviews. Our geographical scope of interests include Central and Eastern Europe and emerging markets, however we also welcome articles beyond this scope. The Journal accept the articles from the following fields: -Entrepreneurship and Business Studies (in particular entrepreneurship and innovation, strategic entrepreneurship, corporate entrepreneurship, entrepreneurship methodology, new trends in HRM and HRD as well as organizational behaviour, entrepreneurial management, entrepreneurial business, management methodology, modern trends in business studies and organization theory, policies promoting entrepreneurship, innovation, R&D and SMEs, education for entrepreneurship), -International Business and Global Entrepreneurship (especially international entrepreneurship, European business, and new trends in international business, IB methodology), -International Economics and Applied Economics (in particular the role of entrepreneurship and the entrepreneur in economics, international economics including the economics of the European Union and emerging markets, as well as Europeanization, new trends in economics, economics methodology).
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