The Role of Communication on The Quality of E-Services and Food Quality: The Case of Online Food Delivery

Abstract

The trend of online food delivery is booming in developing and emerging countries and COVID-19 has made it further under the spot. Now, it is the time for marketers and owners of restaurants to develop effective marketing strategies. Therefore, this research aimed to investigate the effect of communication on e-service quality and food quality on customers’ loyalty. These relations were further explored by the mediating role of communication. Methodology- The data were collected from customers ordering food online. The collected data were further analyzed by using AMOS. The results highlighted that both e-service quality and food quality can enhance the loyalty of customers. Moreover, the presence of communication also, explained that e-service quality and food quality can significantly and positively affect customer loyalty. This research has highlighted the broader domains but still there are some limitations that can be addressed by future studies. The study is based on one country and future studies can compare the results of developed and developing countries. In addition, the model of study can be enhanced by introducing subjective knowledge or information credibility as potential moderators because they can also generate loyalty.