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Modelling the significance of food delivery service quality on customer satisfaction and reuse intention.

ABSTRACT: 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.

SUBMITTER: Wu M

PROVIDER: S-EPMC10868767 | biostudies-literature | 2024

REPOSITORIES: biostudies-literature

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Modelling the significance of food delivery service quality on customer satisfaction and reuse intention.

Wu Mengling M Gao Jingzu J Hayat Naeem N Long Siyu S Yang Qing Q Al Mamun Abdullah A

PloS one 20240215 2

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 uniq ...[more]

PMID: 38359026

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Project description:ObjectiveThe national fitness initiative in China is a strategic priority, public satisfaction is a key metric for evaluating the effectiveness of public services. The American Customer Satisfaction Index (ACSI) model has proven a robust tool for evaluating satisfaction with public services. The objective of study was to construct a satisfaction model for national fitness public services in China based on the ACSI framework and to explore the complex relationships among its components.MethodsEvaluation dimensions and an item pool were carefully developed by referencing the ACSI model and relevant academic literature. After a panel of experts assessed the initial items pool, the study formed the questionnaire to distribute the residents in Guangzhou, a total of 1,133 valid responses were collected. Data analysis was conducted using SPSS 22.0 and AMOS 16.0 software to evaluate the reliability and validity of the measurement model, the goodness-of-fit of the structural model, and analyze the statistical significance of each path coefficient.ResultsPublic expectation does not directly influence satisfaction (path coefficient 0.039, p = 0.103), it exerts a significant and direct influence on perceived quality (path coefficient 0.445, p = 0.003), which in turn demonstrably shapes public satisfaction (path coefficient 0.403, p = 0.005). Perceived quality also directly influences perceived value (path coefficient 0.735, p = 0.006), which in turn significantly impacts public satisfaction (path coefficient 0.554, p = 0.003). Public satisfaction directly and significantly influences both public complaints (path coefficient 0.395, p = 0.003) and public trust (path coefficient 0.699, p = 0.003).ConclusionPerceived quality is the most critical factor influencing public satisfaction, which subsequently affects public complaints and trust. Fitness service providers should consistently improve service quality, aligning actual service delivery with public expectations, and enhancing the perceived value for the public. These efforts will bolster the public's satisfaction level.

Dataset Information

Modelling the significance of food delivery service quality on customer satisfaction and reuse intention.

Publications

Modelling the significance of food delivery service quality on customer satisfaction and reuse intention.

Similar Datasets

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