Influence of e-service quality on customer satisfaction towards online food delivery services /

Abstract

The aim of this study is to examine the influence of e-Service quality on customer satisfaction towards online food delivery services in Malaysia. This study proposes a conceptual framework based on e-SERVQUAL model examining the influence of several dimensions of e-Service quality on customer satisfaction towards online food delivery service among Malaysian customers. The dimensions studied in context of online food delivery services were website design, reliability, responsiveness, trust and personalization. Data were collected from 220 respondents in Malaysia using online questionnaires through purposive sampling method. The empirical findings of this research supported two out of five hypotheses proposed in the study. The dimensions that show positive and significant influence on customer satisfaction towards online food delivery services are website design and personalization. Website design is found to be the most influential e-Service quality dimension on customer satisfaction towards online food delivery services in Malaysia. The other three dimensions reliability, responsiveness and trust do not have a significant influence on customer satisfaction but do reflect a positive relationship with customer satisfaction towards online food delivery services in Malaysia. For marketing managers and academicians, this study provides with valuables insights on improving service quality of online food delivery services and thus creating satisfied and loyal customers in the long run.