TARU PUBLICATIONS
 Journal of Statistics and Management Systems cover
Open Access ·Peer-reviewed·ISSN (Online): 2169-0014·ISSN (Print): 0972-0510

Monthly Journal: Publishes peer-reviewed aticles on theoretical and applied statistics and management systems, expoloring industrial statistics, actuarial and decision sciences.

Issues up to 2022 co-published with and available at:Taylor & Francis Online
submissions@tarupublications.com
Open Access Research Article

Factors influencing customer loyalty & patronage in Online Food Delivery Services (OFDS)

* , , , ,

* Corresponding author · click or hover a name for details

pp. 1643–1653Vol. 26Issue 7October 2023DOI: 10.47974/JSMS-1130XML
Published Online:
27 Nov 2023
Article type:
Research Article
Language:
EN
Article no.:
JSMS-1130
Pages:
1643–1653

Abstract

Due to busy lifestyles and preoccupied schedules, especially in developing nations like India, online food delivery service (OFDS) has become increasingly used. This study used the expanded theory of planned behaviour (TPB) approach to identify characteristics that affect patronage and loyalty in OFDS in India. 65 questions were asked of a total of 133 participants who volunteered their time. It’s interesting that this study discovered that usability aspects, such service quality and website, had a big impact on consumer loyalty and patronage in OFDS. Theoretically, academics, IT professionals, and OFDS investors might all benefit from this study’s robust foundation. Last but not least, the analysis be able to have being employed and expanded just before discover more about the issues influencing consumer loyalty and spending on Online Food Delivery Service in different territories.

Keywords

Subject Classifications

91B42

References

[1] Ngai, E.W.; Gunasekaran, A. A review for mobile commerce research and applications. Decis. Support Syst. 43, 3–15 (2007).
[2] Kapoor, A.P.; Vij, M. Technology at the dinner table: Ordering food online through mobile apps. J. Retail. Consum. Serv., 43, 342–351 (2018).
[3] Chai, L.T.; Yat, D.N.C. Online Food Delivery Services: Making Food Delivery the New Normal. J. Mark. Adv. Pract., 1, 62–77 (2019).
[4] McIntyre, D. P., & Srinivasan, A. Networks, platforms, and strategy: Emerging views and next steps. Strategic Management Journal, 38(1), 141-160 (2017).
[5] Jin, B., & Park, J. Y. The moderating effect of online purchase experience on the evaluation of online store attributes and the subsequent impact on market response outcomes. ACR North American Advances (2006).
[6] Zulkarnain, K., Ahasanul, H., & Selim, A., Key success factors of online food ordering services: An empirical study. Malaysian institute of Management, 50(2), 19-36 (2015).
[7] Fathima, I., Radhika, R., & Fathima, A. Customer satisfaction and customer retention as a result of e-Service quality after the COVID-19 breakdown. Journal of Statistics and Management Systems, 25(5), 1231-1243 (2022).
[8] Lee, B. C., Yoon, J. O., & Lee, I. Learners’ acceptance of e-learning in South Korea: Theories and results. Computers & Education, 53(4), 1320-1329 (2009).
[9] Wang, Y. S., & Liao, Y. W. The conceptualization and measurement of m-commerce user satisfaction. Computers in Human Behavior, 23(1), 381-398 (2007).
[10] Shih, Y. Y., & Fang, K. Effects of network quality attributes on customer adoption intentions of internet banking. Total Quality Management & Business Excellence, 17(1), 61-77 (2006).
[11] Zulkarnain, K., Ahasanul, H., & Selim, A. Key success factors of online food ordering services: An empirical study. Malaysian institute of Management, 50(2), 19-36 (2015).
[12] Rowley, J. Measuring total customer experience in museums. International Journal of Contemporary Hospitality Management (1999).
[13] Ogbeide, D. O. Automated Teller Machine Service Quality and Customer Satisfaction in the Nigeria Banking Sector. Covenant Journal of Business and Social Sciences, 6(1) (2016).
[14] Lee, G. G., & Lin, H. F. Customer perceptions of e-service quality in online shopping. International Journal of Retail & Distribution Management (2005).
[15] Uslu, A., & Eren, R. Critical review of Service Quality scales with a focus on customer satisfaction and Loyalty in Restaurants. The Central European Journal of Regional Development and Tourism, 12 (2020).
[16] Tarn, J. L. The effects of service quality, perceived value and customer satisfaction on behavioral intentions. Journal of Hospitality & Leisure Marketing, 6(4), 31-43 (1999).
[17] Boshoff, C., & Gray, B. The relationships between service quality, customer satisfaction and buying intentions in the private hospital industry. South African Journal of Business Management, 35(4), 27-37 (2004).
[18] Lynch Jr, J. G., & Zauberman, G. Construing consumer decision making. Journal of Consumer Psychology, 17(2), 107-112 (2007).
[19] Al-Helli, S. M. H. A., Al-Hindawy, Z. A. U. A., & Jaber, A. S. Effect the organizational virtuousness on strategic supremacy: An analytical research study at Etihad Food Industries Company Ltd. Journal of Statistics and Management Systems, 24(4), 817-823 (2021).
[20] Song, J. H., & Zinkhan, G. M. Features of web site design, perceptions of web site quality, and patronage behavior. In ACME 2003 proceedings, pp. 106-114 (2003, March).
[21] Yoo, B., & Donthu, N. Developing and validating a multidimensional consumer-based brand equity scale. Journal of Business Research, 52(1), 1-14 (2001).
[22] Loiacono, E. T., Watson, R. T., & Goodhue, D. L., WebQual: A measure of website quality. Marketing theory and applications, 13(3), 432-438 (2002).
[23] Song, J. H., & Zinkhan, G. M. Features of web site design, perceptions of web site quality, and patronage behavior. In ACME 2003 proceedings, pp. 106-114 (2003, March).
[24] Lin, Y. C., Lee, Y. C., & Cheng, Y. W. The Influence of Promotion Type and Advertising Appeal on the Brand Evaluation of Fruit Vinegars. Journal of Statistics and Management Systems, 17(1), 47-70 (2014).
[25] Lynch Jr, J. G., & Ariely, D. Wine online: Search costs affect competition on price, quality, and distribution. Marketing science, 19(1), 83-103 (2000).
[26] Liao, C. W. Service quality and customers’ satisfaction of the food and beverage industry. Journal of Statistics and Management Systems, 12(4), 759-774 (2009).

Views: 175Downloads: 24Citations: 0