Proceedings of the 2nd International Seminar of Science and Applied Technology (ISSAT 2021)

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Online Food Delivery Service

The Link Between Food Quality, E-Service Quality, Trust, and Loyalty

Authors
Ni Nyoman Triyuni1, Gundur Leo2, *, Dwi Suhartanto2
1Department of Tourism, Politeknik Negeri Bali, Indonesia
2Department of Business Administration, Politeknik Negeri Bandung, Indonesia
*Corresponding author. Email: gundur.leo@polban.ac.id
Corresponding Author
Gundur Leo
Available Online 23 November 2021.
DOI
10.2991/aer.k.211106.108How to use a DOI?
Keywords
Online food; loyalty; e-service quality; trust; food quality
Abstract

The coronavirus (COVID-19) pandemic leads to a growth in the use of online food delivery (OFD) services. To avoid getting infected with the virus, customers prefer ordering food through online applications and trusted providers than directly visiting the restaurant. The competition in the OFD service industry in Indonesia is very tough; thus, understanding consumer loyalty is important for business players. Unfortunately, loyalty modeling in the food industry seems silent. Therefore, this quantitative study examines the roles of food quality, e-service quality, and trust on customer loyalty in the context of online food delivery (OFD) services. This study used an online survey of 433 OFD service customers from Bandung City, Indonesia. The data were examined using SmartPLS software. The result shows that both food quality and e-service quality positively affect trust, and trust has a significant effect on loyalty.

Copyright
© 2021 The Authors. Published by Atlantis Press International B.V.
Open Access
This is an open access article under the CC BY-NC license.

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Volume Title
Proceedings of the 2nd International Seminar of Science and Applied Technology (ISSAT 2021)
Series
Advances in Engineering Research
Publication Date
23 November 2021
ISBN
978-94-6239-451-3
ISSN
2352-5401
DOI
10.2991/aer.k.211106.108How to use a DOI?
Copyright
© 2021 The Authors. Published by Atlantis Press International B.V.
Open Access
This is an open access article under the CC BY-NC license.

Cite this article

risenwbib
TY  - CONF
AU  - Ni Nyoman Triyuni
AU  - Gundur Leo
AU  - Dwi Suhartanto
PY  - 2021
DA  - 2021/11/23
TI  - Online Food Delivery Service
BT  - Proceedings of the 2nd International Seminar of Science and Applied Technology (ISSAT 2021)
PB  - Atlantis Press
SP  - 697
EP  - 702
SN  - 2352-5401
UR  - https://doi.org/10.2991/aer.k.211106.108
DO  - 10.2991/aer.k.211106.108
ID  - Triyuni2021
ER  -