Online Food Delivery Services Research Articles

Factors that influence the behavioral intention of customers toward online food delivery service

Many studies focus on components that influence consumers' behavioral intent to acquire an online food delivery service rather than those responsible for determining consumers' online behavioral intent to purchase service providers. Therefore, this study aims to identify such factors and assess the impact on the behavioral intention toward OFDs according to the consumer's point of view. Findings are supported by the explanatory approach and the quantitative research technique and were collected via a questionnaire accessible through a Google Form. Costumers living in Tallinn, Estonia, were polled using a non-probability sample approach, and 137 responses were received. Trust demonstrates the highest impact of 30.8% on the intention of using OFD service by customers, followed by time-saving benefits (21.0%), perceived ease of use (15.2%), and perceived usefulness (14.5%). Price-saving benefits and food safety risk perception are insignificant statistically, and the study assumptions are rejected. The study suggested that customers' intentions to use Online food delivery services must be tailored to their preferences and perceptions of the product's intrinsic and extrinsic worth and quality. Service providers must become more alert and efficient to keep everything safe and confidential. A secure system for sharing information should be implemented if at all practicable.

The Impact of Restaurant’s Online Food Delivery (OFD) Service Quality on Customers’ Repurchase Intention: A Conceptual Framework

The outbreak of the COVID-19 pandemic in 2020 had a profound impact on the food service industry, forcing many restaurants and eateries to pivot towards online food delivery (OFD) services to survive. This shift, driven by restrictions on dining-in, has persisted even as dine-in services resumed, positioning OFD as an integral part of restaurant operations. This paper explores the impact of service quality in OFD, proposing a conceptual framework that links service quality dimensions—such as delivery speed, order accuracy, customer service, and platform usability—to the customer’s repurchase intention of food from the restaurant via its OFD services. By addressing these dimensions, restaurants can enhance customer satisfaction, leading to improved financial outcomes. This study aims to provide actionable insights for restaurant operators and contribute to the existing literature on service quality within the OFD sector.

From click to cuisine: Unpacking the interplay of online food delivery services through barriers, trust, post-usage usefulness, and moral obligation

Online food delivery (OFD) has gained popularity because of rapid urbanization and busy lifestyles of individuals in the last decade. Nevertheless, despite the surging fame and significance of OFD, certain gaps in research demand attention. Thus, this study aims to examine comprehensive barriers (economic, efficiency, experience), trust, post-usage usefulness, loyalty, and electronic word-of-mouth (e-WoM) within OFD services. It also considers the moderating effect of moral obligation on the relationship between these concepts. PLS-SEM was employed for data analysis (n=650). The findings of the study indicate that barriers related to economic, efficiency, and user experience have a significant and detrimental impact on trust, the utility of the service after usage, electronic word-of-mouth (e-WoM), and loyalty in the context of adopting online food delivery (OFD) services. The findings contribute to a better understanding of consumers’ perception of OFD. Several theoretical and practical implications were offered.

Perancangan Pembatas Ruang (Territory) Multifungsi untuk Menunjang Kenyamanan Pengguna di Area Tunggu Ruang Publik

Cafe business players currently continue to develop their services according to community needs and continue to strive to align their business development, which of course cannot be separated from technological developments. This development is facilitated by the existence of online transportation applications where there are online food delivery services. The Chatime Buah Batu Square waiting area is provided for visitors who eat on site or take away and also for online motorbike taxis in the same area and the space is limited, thereby reducing the comfort of visitors and online motorbike taxis because they feel uncomfortable and disturbed at certain peak times and hours such as lunch time, afternoon or after work around 4-5 pm, and dinner time. The research method in this study is a qualitative method in the form of observation, interviews, questionnaires, and literature studies through journals and other literature sources. The design method used is the User Centered Design UCD method by carrying out the design process from the data obtained in the form of ideation, sketching, 3D design, prototyping, testing and finishing. Designing multifunctional partitions with waiting chairs can increase comfort for main visitors and online motorcycle taxis with visuals that match the cafe concept and can be placed in limited areas.

Operational excellence in online food delivery service: the role of food biosafety measures

PurposeThis study explores how food biosafety measures (FBM), electronic service quality and product quality influence consumer satisfaction and loyalty in the online food delivery service (OFDS) sector. It also integrates the technology acceptance model (TAM) and the theory of planned behaviour (TPB) to form a robust framework for assessing consumer behaviours and providing insights for this sector.Design/methodology/approachData from 877 Colombian urban consumers were collected. The proposed theoretical model was tested using structural equation modelling (SEM) in the SEMinR package of the R program (an open-source programming language).FindingsThe results reveal that food biosafety measures and product quality are the most essential factors for OFDS consumers. Besides, food biosafety measures strongly affect product and e-service quality, which in turn significantly and directly impact consumer satisfaction and loyalty. This means that it is necessary to consider both visible actions strongly related to product quality and invisible actions that highlight the role of e-service quality in ensuring operational excellence.Practical implicationsTo maintain customer satisfaction and loyalty, OFDS managers should consider first working with restaurants that practice high food biosafety measures so that the order leaves the restaurant in good condition. However, OFDS should maintain these measures to ensure operational excellence from the order on the platform until delivery to the end consumer.Originality/valueThis innovative study demonstrates how FBMs directly affect perceptions of service, product quality, satisfaction and loyalty. This goes beyond traditional findings suggesting that food biosafety measures' influence is only indirect and mediated by satisfaction.

Factors influencing Customers’ Decisions to Use Online Food Delivery Services in Muscat, Oman

Purpose: This study examines the factors that influence customers’ choice of online food delivery services and assesses customer experience with the quality of e-services, personal characteristics of delivery staff, and perceived food quality. Design/methodology/approach: This study employed a quantitative approach and adopted an explorative research design employing a snowball sampling technique and collected the data using a questionnaire. The sample size in this study was 163. The Gretel program was used to extract questionnaire data with greater accuracy and statistical analyses like percentage analysis, mean, standard deviation, ranking, and Correlation measures were used to analyze the data. Findings: Talabat was the most popular online food delivery service in Muscat. The results of the study revealed that the three primary factors that drive customers to place online food orders are affordability, variety, and excellent cuisine. Every respondent places at least one online food order every month, and the majority place three or more orders, primarily using a mobile device. Furthermore, the professional behaviour of the delivery staff, food quality, and website design affect consumer satisfaction. However, there is a weak positive correlation between timely delivery and customer satisfaction. Most of the respondents responded that they would order food again because of their pleasant experiences. Research limitations/implications: To attract more clients, food delivery services can boost social media presence and work with influencers. Most respondents utilize food delivery services between once and three times each month. Thus, firms should implement loyalty programs to retain clients. Improving mobile app functioning should be the primary goal, given that most customers prefer to order food using their phones. Businesses should evaluate food order accuracy and prioritize effective food delivery to clients. Despite the lack of a link between customer satisfaction and delivery timing, timely delivery is critical for customer satisfaction. Social Implications: Online food delivery services serve persons with hectic schedules and mobility challenges. Many individuals who own restaurants and small entrepreneurs working from home may now access a large consumer base and greater visibility can boost their sales. These enterprises allow individuals to try the cuisine of other nations, which was previously impossible, thus broadening the culinary experiences. Originality / Value: Online food delivery companies expanded rapidly during and after the pandemic in response to rising demand. While expanding in popularity, no study of online food delivery services has been conducted in Oman. Therefore, the results of this study will immensely benefit online food delivery companies, and the people engaged in this industry. Keywords: Online Food Services, Customer Experience, Customer Satisfaction, Food Delivery Factors, Delivery Staff, Food Delivery Applications.

Re-visiting the E-SERVQUAL and Expectancy Disconfirmation Theory in the Context of the Service Industry in Malaysia

The SERVQUAL model has been used for several years to illustrate the relationships between tangible, assurance, reliability, responsiveness, empathy, and customer satisfaction. This paper posits that the SERVQUAL model requires an extension to better explain the relationships between the factors that influence customer satisfaction. The main difference is that the revised SERVQUAL includes the dimensions that apply to the online service industry or e-commerce, thus the proposed e-SERVQUAL comprises fulfillment, efficiency, privacy, and system availability. In this paper, e-SERVQUAL pinpointed two underpinning theories which are e-SERVQUAL and Expectancy Disconfirmation Theory (EDT). This study delves into the foundation, expansion, and evolvement of both theories particularly in the online food delivery service industry in Malaysia. The main objective of this paper is to present the reviews of the literature on e-SERVQUAL and Expectancy Disconfirmation Theory on the relationship between the elements that influence e-customer satisfaction. The study contributes to developing and improving the model that defines service quality in a digital service context. Correspondingly, it emphasizes the robustness of the theories and further enriches the academic literature.

“Why should I care about pollution?” The role of moral disengagement, guilt and plastic usage intention while ordering food online

PurposeThere is a dearth of research in the field of social marketing that attempts to understand why consumers prefer to use plastic packages when using online food delivery services. In addressing this issue, this study aims to investigate the role of moral disengagement, myopia and environmental apathy in the young generations' intentions to use plastic bags while ordering food online. It also examines the mediating role of moral disengagement and the moderating role of guilt in the context of the online food delivery service industry in China.Design/methodology/approachAn online survey was designed to collect data, which yielded 256 usable responses. The partial least squares structural equation modelling (PLS-SEM) technique (SmartPLS 4.0) was used to test the study hypotheses.FindingsThe results indicate that environmental apathy, myopia and moral disengagement exert significant negative effects on consumer intention to use plastic. In addition, moral disengagement was able to mediate the links between “environmental apathy”, “myopia” and “plastic usage intention”. Lastly, consumers’ guilt was found to be a significant moderator in the link between moral disengagement and plastic usage intention.Practical implicationsThis research holds significant importance for social marketers in the online food delivery service industry. Particularly, by understanding consumers' negative behavioural aspects, social marketers can implement marketing strategies that emphasise green practices for environmental well-being.Originality/valueThis is a pioneer study that focuses on the negative aspects of consumer behaviour, such as myopia, environmental apathy and moral disengagement, to understand what drives young consumers to use plastic. Additionally, this study investigates several new relationships in the social marketing field, such as the mediating effect of moral disengagement between myopia, environmental apathy and plastic usage intention. It also tests the moderating effect of guilt on the link between moral disengagement and use intention.

An investigation of the factors leading to customer satisfaction with online food delivery services in India

An investigation of the factors leading to customer satisfaction with online food delivery services in India

The Role of Experiential and Viral Marketing Strategies in Increasing Brand Equity in Consumer Purchase Decisions for Tasikmalaya City Online Food Delivery Services

This study uses a descriptive quantitative approach with data collection through questionnaires and interviews from 400 respondents. Data analysis was carried out with a combination of exploratory and confirmatory factor analysis (CFA) and model feasibility testing using SEM-AMOS with the Service-Dominant Logic (SDL) approach. The results of the study indicate that experiential marketing and viral marketing have a positive and significant influence on brand equity and consumer purchasing decisions. In addition, increasing brand equity also has a positive impact on purchasing decisions. This study provides a practical contribution to the development of marketing strategies in the online food delivery service industry by emphasizing the importance of integration and interaction in creating value for customers.

Determinants of the Intention to Use Online Food Delivery Service among Higher Institution Students

Determinants of the Intention to Use Online Food Delivery Service among Higher Institution Students

Breaking Barriers: Investigating Technology Adoption in Micro, Small, and Medium Enterprises (MSMEs) Among Low-Income Women Entrepreneurs in Malaysia

In Malaysia, the B40 segment, particularly low-income women entrepreneurs, faces distinct challenges in adopting technology within their businesses. This qualitative study explores the low uptake of technology adoption among these entrepreneurs to understand the underlying dynamics. By addressing the "what" and "why" of low technology adoption, the research aims to provide insights for fostering inclusivity and empowerment within Malaysia's entrepreneurial landscape. The study involved an in-depth focus group discussion with 25 women entrepreneurs from four states across Malaysia, utilizing thematic analysis with Atlas TI. Key findings reveal issues related to technology adoption based on TAM theory. The findings indicate that most entrepreneurs are integrating technology into their business operations, either through social media marketing, e-commerce platforms, cashless payment methods, online delivery services, and machines, regardless of whether they are located in rural or metropolitan areas. The majority of the respondent are utilizing technology through their social media marketing. These situations have arisen as a result of the impact of COVID-19, which has compelled all entrepreneurs to adopt technology, even at a minimal level. The majority use social media platforms like Facebook and WhatsApp for marketing and adopt online banking and cashless payment methods such as DuitNow QR Code, Touch 'n Go, Boost, Shopee Pay, and Sarawak Pay. Despite using online food delivery services like Food Panda and Grab Food, trust issues such as payment delays, non-payment by drivers, and high commission fees make these platforms less appealing. Additionally, entrepreneurs prefer traditional methods over machinery to maintain quality and struggle to meet e-commerce demand due to their small-scale production, limiting their ability to fully use technology for business growth and sustainability. The findings support the theoretical insights of the TAM model and suggest actionable strategies for fostering technology adoption and empowerment among low-income women entrepreneurs in Malaysia.

The influence of service quality, price, and promotion on GO-FOOD user loyalty

This research aims to analyze the impact of service quality, price, and promotion on Go-Food users in Jakarta, Indonesia. A total of 150 respondents from Jakarta participated in this study, providing data through a distributed questionnaire. Utilizing IBM SPSS Ver. 25, the author conducted statistical tests on the collected data. Results revealed that service quality (X1) and price (X2) had no significant impact on customer loyalty. However, the promotion variable was found to significantly influence customer loyalty among Go-Food users in Jakarta. This suggests the need for Go-Food to reassess its service quality and pricing strategies. Additionally, this research provides valuable insights for GoTo investors in their decision-making processes. Future studies could explore other variables affecting Go-Food user loyalty in Jakarta, thereby contributing to the theoretical foundation of online food delivery services

The impacts of coupon and discount on exposure and various stages of conversion funnel: An empirical investigation of the online food delivery service

AbstractWith the rapid development of delivery services, online‐to‐offline food delivery systems provide merchants the traffic support and marketing efforts to reach potential customers. Monitoring customer behavior allows us to measure conversion rates and analyze the relationship between marketing performance and the efforts of platforms or merchants. This study investigates the impact of incentives, including coupons from platforms and discounts from merchants, on exposure and conversion rates for different merchants. Besides, the dynamic analysis demonstrates significant adverse effects of lagged incentives on exposure and click rate. Platforms and merchants of online food delivery services stand to benefit from these insights.

Exploring customer satisfaction in online food delivery services: The role of product involvement, brand familiarity, and consumer attitudes

Exploring customer satisfaction in online food delivery services: The role of product involvement, brand familiarity, and consumer attitudes

Bayesian Modeling of Travel Times on the Example of Food Delivery: Part 1—Spatial Data Analysis and Processing

Online food delivery services are rapidly growing in popularity, making customer satisfaction critical for company success in a competitive market. Accurate delivery time predictions are key to ensuring high customer satisfaction. While various methods for travel time estimation exist, effective data analysis and processing are often overlooked. This paper addresses this gap by leveraging spatial data analysis and preprocessing techniques to enhance the data quality used in Bayesian models for predicting food delivery times. We utilized the OSRM API to generate routes that accurately reflect real-world conditions. Next, we visualized these routes using various techniques to identify and examine suspicious results. Our analysis of route distribution identified two groups of outliers, leading us to establish an appropriate boundary for maximum route distance to be used in future Bayesian modeling. A total 3% of the data were classified as outliers, and 15% of the samples contained invalid data. The spatial analysis revealed that these outliers were primarily deliveries to the outskirts or beyond the city limits. Spatial analysis shows that the Indian OFD market has similar trends to the Chinese and English markets and is concentrated in densely populated areas. By refining the data quality through these methods, we aim to improve the accuracy of delivery time predictions, ultimately enhancing customer satisfaction.

A Sentiment Analysis Approach for Exploring Customer Reviews of Online Food Delivery Services: A Greek Case

The unprecedented production and sharing of data, opinions, and comments among people on social media and the Internet in general has highlighted sentiment analysis (SA) as a key machine learning approach in scientific and market research. Sentiment analysis can extract sentiments and opinions from user-generated text, providing useful evidence for new product decision-making and effective customer relationship management. However, there are concerns about existing standard sentiment analysis tools regarding the generation of inaccurate sentiment classification results. The objective of this paper is to determine the efficiency of off-the-shelf sentiment analysis APIs in recognizing low-resource languages, such as Greek. Specifically, we examined whether sentiment analysis performed on 300 online ordering customer reviews using the Meaning Cloud web-based tool produced meaningful results with high accuracy. According to the results of this study, we found low agreement between the web-based and the actual raters in the food delivery services related data. However, the low accuracy of the results highlights the need for specialized sentiment analysis tools capable of recognizing only one low-resource language. Finally, the results highlight the necessity of developing specialized lexicons tailored not only to a specific language but also to a particular field, such as a specific type of restaurant or shop.

The influence of online food delivery services on eating-out travel — A case study of chengdu, China

In recent years, the popularity of online food delivery (OFD) services has been increasing, potentially affecting eating-out travel patterns. This study, based on four theoretical hypotheses — substitution, complementarity, modification, and neutrality — uses a stated preference approach to assess the impact of OFD services on the frequency of eating-out trips and the choice of travel modes (car, public transit, bicycle, and walking) among 543 respondents in Chengdu, China. A multinomial logistic regression and four binary logistic regressions were constructed to further explore the influential factors. The analysis reveals that OFD services tend to substitute all modes of transportation, with a more pronounced effect on sustainable travel modes (walking, bicycling, and public transit) compared to driving. Specifically, frequent OFD users, those who find OFD services convenient, and individuals who prefer cycling are more likely to reduce their eating-out trips. The study concludes by discussing the implications for the restaurant industry and transportation system.

The Effect of Price, Halal Label, Length of Operating Hours on Users of Online Food Delivery Services in Medan City

The Effect of Price, Halal Label, Length of Operating Hours on Users of Online Food Delivery Services in Medan City

Online food delivery services and unceasing behavioural intention: An assessment for integrating expectation-confirmation and technology acceptance models

The coronavirus disease (COVID-19) quarantine restrictions led to significant changes in the food industry's delivery methods, with a notable rise in online food delivery services (OFDS). This increase necessitates a deeper understanding of the factors influencing the continued use of these services. This study investigates the relationships between perceived ease of use, perceived usefulness, satisfaction, confidence, trust, and continuous intention to use OFDS applications among young consumers in Kazakhstan. An integrated model based on expectation-confirmation and technology acceptance models, incorporating the habit of online shopping as a moderator, was used. Data was collected from 433 respondents with prior OFDS experience and analyzed using Smart PLS 4.0. The results show positive correlations between perceived ease of use, perceived usefulness, satisfaction, confidence, trust, and the continuous intention to use OFDS among young Kazakhstani consumers. Additionally, the study confirms the moderating role of online shopping habits in the relationship between satisfaction and trust and the continuous intention to use OFDS. These findings offer valuable insights for companies in the online food delivery sector, highlighting key factors that can enhance managerial and IT strategies to boost revenues and foster sustained use of OFDS applications.