Online Food Delivery Service: The Role of e-Service Quality and Food Quality on Customer Loyalty

DOI

10.2991/aebmr.k.220701.049How to use a DOI?

Keywords

Online Food; Food Quality; Satisfaction; Loyalty

Abstract

Nowadays, the online food delivery service industry is vast and prospective. In this highly competitive business environment, having and developing loyal customers is essential. Unfortunately, research to examine customer loyalty modeling in this industry is not many. This study was designed to examine the relationship between e-service quality, food quality, satisfaction, and loyalty in the context of online-based food ordering. Data obtained from 402 respondents are consumers who order food through online applications in Bandung city. The data were processed and analyzed using SEM-PLS. The result shows that online service quality and food quality affected satisfaction and loyalty.

Copyright

© 2022 The Authors. Published by Atlantis Press International B.V.

Open Access

This is an open access article distributed under the CC BY-NC 4.0 license.

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TY  - CONF
AU  - Gundur Leo
AU  - Ratih Hurriyati
AU  - Heny Hendrayati
PY  - 2022
DA  - 2022/07/12
TI  - Online Food Delivery Service: The Role of e-Service Quality and Food Quality on Customer Loyalty
BT  - Proceedings of the 6th Global Conference on Business, Management, and Entrepreneurship (GCBME 2021)
PB  - Atlantis Press
SP  - 252
EP  - 256
SN  - 2352-5428
UR  - https://doi.org/10.2991/aebmr.k.220701.049
DO  - 10.2991/aebmr.k.220701.049
ID  - Leo2022
ER  -