Online Food Delivery Service: The Role of e-Service Quality and Food Quality on Costumer Loyalty
Gundur Leo, Ratih Hurriyati, Heny Hendrayati

Universitas Pendidikan Indonesia

Abstract

The online food delivery service industry has emerged as huge and prospective industry. In this competitive business environment, having and developing loyal customer are essential, unfortunately research to examine customer loyalty modelling in this industry is limited. This study isdesigned to examine the relationship between the online 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 had an effect on satisfaction and loyalty.

Keywords: online food, e-service quality, food quality, loyalty

Topic: Marketing Management