Predicting satisfaction and intentions to use online food delivery: What really makes a difference? |
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Authors: | Katerina Annaraud |
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Institution: | College of Hospitality and Tourism Leadership, University of South Florida (Sarasota Campus) , Sarasota, USA |
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Abstract: | ABSTRACT Online food delivery (OFD) is no longer a new concept for the majority of Americans. Large food delivery companies make millions in revenues and those numbers are expected to increase. This study was conducted to investigate customer intentions to use OFD services through the evaluation of satisfaction, food quality, and OFD service quality. The OFD service quality was assessed via e-SELFQUAL dimensions, and included perceived control, service convenience, customer service, and service fulfillment. The study determined that food quality, control, customer service, and service fulfillment affect customer satisfaction in online food delivery services. Customer satisfaction showed a strong positive impact on behavioral intentions to use OFD. |
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Keywords: | Food Ordering GrubHub food quality e-SELFQUAL |
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