Modelling the significance of food delivery service quality on customer satisfaction and reuse intention.
The millions-worth revenue derived from large-scale food delivery characterises the service as a relatively established phenomenon with potential growth. The current cross-sectional research examined online food delivery service quality on consumer satisfaction and reuse intention. Service quality w...
| Main Authors: | , , , , , |
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| Format: | Article |
| Language: | English |
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Public Library of Science (PLoS)
2024-01-01
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| Series: | PLoS ONE |
| Online Access: | https://journals.plos.org/plosone/article/file?id=10.1371/journal.pone.0293914&type=printable |
| _version_ | 1797301385317842944 |
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| author | Mengling Wu Jingzu Gao Naeem Hayat Siyu Long Qing Yang Abdullah Al Mamun |
| author_facet | Mengling Wu Jingzu Gao Naeem Hayat Siyu Long Qing Yang Abdullah Al Mamun |
| author_sort | Mengling Wu |
| collection | DOAJ |
| description | The millions-worth revenue derived from large-scale food delivery characterises the service as a relatively established phenomenon with potential growth. The current cross-sectional research examined online food delivery service quality on consumer satisfaction and reuse intention. Service quality was divided into seven categories (i.e., reliability, assurance, security, maintaining food quality, system operation, traceability, and perceived service value). Perceived service value offer the unique understanding of the online food delivery consumer satisfaction. Empirical data were elicited from 1352 valid respondents and subsequently assessed through the partial least square structural equation modelling. Findings revealed that reliability, assurance, maintaining food quality, system operation, traceability, and perceived service value could elevate customer satisfaction and optimize the intention to reuse food delivery services. Specific measures to improve service quality, including staff training, improved after-sales service, and system optimisation, were proposed to increase users' satisfaction and intention to reuse optimally. |
| first_indexed | 2024-03-07T23:20:56Z |
| format | Article |
| id | doaj.art-633e18b7bf8d4e778ab0f2a14dc00156 |
| institution | Directory Open Access Journal |
| issn | 1932-6203 |
| language | English |
| last_indexed | 2024-03-07T23:20:56Z |
| publishDate | 2024-01-01 |
| publisher | Public Library of Science (PLoS) |
| record_format | Article |
| series | PLoS ONE |
| spelling | doaj.art-633e18b7bf8d4e778ab0f2a14dc001562024-02-21T05:31:49ZengPublic Library of Science (PLoS)PLoS ONE1932-62032024-01-01192e029391410.1371/journal.pone.0293914Modelling the significance of food delivery service quality on customer satisfaction and reuse intention.Mengling WuJingzu GaoNaeem HayatSiyu LongQing YangAbdullah Al MamunThe millions-worth revenue derived from large-scale food delivery characterises the service as a relatively established phenomenon with potential growth. The current cross-sectional research examined online food delivery service quality on consumer satisfaction and reuse intention. Service quality was divided into seven categories (i.e., reliability, assurance, security, maintaining food quality, system operation, traceability, and perceived service value). Perceived service value offer the unique understanding of the online food delivery consumer satisfaction. Empirical data were elicited from 1352 valid respondents and subsequently assessed through the partial least square structural equation modelling. Findings revealed that reliability, assurance, maintaining food quality, system operation, traceability, and perceived service value could elevate customer satisfaction and optimize the intention to reuse food delivery services. Specific measures to improve service quality, including staff training, improved after-sales service, and system optimisation, were proposed to increase users' satisfaction and intention to reuse optimally.https://journals.plos.org/plosone/article/file?id=10.1371/journal.pone.0293914&type=printable |
| spellingShingle | Mengling Wu Jingzu Gao Naeem Hayat Siyu Long Qing Yang Abdullah Al Mamun Modelling the significance of food delivery service quality on customer satisfaction and reuse intention. PLoS ONE |
| title | Modelling the significance of food delivery service quality on customer satisfaction and reuse intention. |
| title_full | Modelling the significance of food delivery service quality on customer satisfaction and reuse intention. |
| title_fullStr | Modelling the significance of food delivery service quality on customer satisfaction and reuse intention. |
| title_full_unstemmed | Modelling the significance of food delivery service quality on customer satisfaction and reuse intention. |
| title_short | Modelling the significance of food delivery service quality on customer satisfaction and reuse intention. |
| title_sort | modelling the significance of food delivery service quality on customer satisfaction and reuse intention |
| url | https://journals.plos.org/plosone/article/file?id=10.1371/journal.pone.0293914&type=printable |
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