Construction of a service quality scale for the online food delivery industry

Cheng, Ching‐Chan; Chang, Ya-Yuan; Chen, Cheng-Ta

doi:10.1016/j.ijhm.2021.102938

Cited by 63 publications

(116 citation statements)

References 37 publications

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“…As a result, their sales have increased. These findings agree with [69], who affirmed that home delivery service notably improves due to big data analysis. Since it reduces delivery times, it positively impacts customer satisfaction and improves business income.…”

Section: Business Data Analytics Applications and Firm's Performancesupporting

confidence: 90%

Technological Innovation and Circular Economy Practices: Business Strategies to Mitigate the Effects of COVID-19

et al. 2021

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The Corona Virus Disease 2019 (COVID-19) has been a tough test on companies in the global food sector supply chain, exacerbating the realities and deficiencies it presents in developing economies. This situation has been reflected in the firm’s performance (F.P.) due to the lack of business conditions to respond to the current pandemic. However, in some companies, the adverse effects of COVID-19 have been counteracted due to endowment and technological capabilities. Thus, this study examined the role of technological innovation (T.I.) and business data analytics (B.D.A.) in the F.P. of foods in Ecuador during COVID-19. A questionnaire collected the information from the food firms. Then, Covariance-Based Structural Equation Modeling processed the collected information. We found that (B.D.A.) mechanisms and different levels of T.I. within the developing market significantly shape the F.P. The results showed that the B.D.A. enables circular economy (C.E.) practices and the improvement of product delivery services, which constitutes an improvement of the F.P. The COVID-19 outbreak did not significantly affect T.I., unlike what happened with B.D.A. This study concluded that firms with the most extraordinary technological production processes have been the least affected during COVID-19. This study suggested that policy measures should boost food firms’ technological endowment to improve their resilience in uncertainty and risk scenarios.

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Section: Business Data Analytics Applications and Firm's Performancesupporting

confidence: 90%

Technological Innovation and Circular Economy Practices: Business Strategies to Mitigate the Effects of COVID-19

et al. 2021

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show abstract

“…More specifically, this study comprehensively considered precautionary measures in personal health important in the service setting. As proposed in the service triangle model of relationship marketing ( Grönroos, 1996 , Grönroos, 1997 ), company, employee, and customer are all critical components in a service setting that may influence customer satisfaction ( Cheng et al, 2021 , Hsieh, 2018 ). However, with recent technological advancements, the importance of technology in the service triangle model cannot be neglected ( Cheng et al, 2021 ).…”

Section: Discussionmentioning

confidence: 99%

Consumers’ perceived effectiveness of COVID-19 mitigation strategies in restaurants: What went well and what could we do better?

Singh

Olson

et al. 2022

International Journal of Hospitality Management

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“…Li et al [8] used the three pillars of sustainability as a lens to highlight the opportunities for action by all stakeholders, including OFD industry practitioners, policymakers, consumers, and academics, to maximize its positive and reduce its adverse impacts. Cheng et al [2] integrated the key service factors for the online food delivery (OFD) industry extracted by Internet Big Data Analytics (IBDA) to construct an OFD service quality scale, aiming to effectively evaluate OFD service quality and identify the deficiencies in service quality. Gavilan et al [14] sought to study the impact of OFD innovations on new products and services that aim to enhance the experiential value when ordering food online and the consumers' willingness to order during the COVID-19 pandemic.…”

Section: Literature Review On Ofd and Relevant Criteriamentioning

confidence: 99%

“…Food delivery has now become an integral part of the urban lifestyle. Since the mid-2000s with the development of internet technology and the general trend towards ecommerce, increased urban living, and changing social behaviors, the online food delivery (OFD) market has been thriving [1,2], expected to reach USD 200 billion in the global output value by 2025 [3]. Online food delivery platforms give a plethora of choices and convenience along with cashback benefits, rewards, great deals, and discounts, allowing customers to order from a wide range of restaurants and doorstep delivery options with a single tap of their mobile phone.…”

Section: Introductionmentioning

confidence: 99%

Fuzzy Multi-Criteria Decision-Making Approach for Online Food Delivery (OFD) Companies Evaluation and Selection: A Case Study in Vietnam

2021

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The COVID-19 pandemic has boosted the growth of the online food delivery (OFD) market in every corner of the world. In Vietnam, the food delivery service is rising rapidly and opening a large gateway of opportunities for numerous OFD platforms, also making it a competing business market in this country. Thus, to keep up with the ever-changing market dynamics, there are numerous measures and dimensions for the OFD entrepreneurs to take into consideration towards sustainable development. This paper’s objective is to evaluate major OFD companies in Vietnam based on a comprehensive set of criteria, which are social and environmental criteria (healthy and safety, information security, and environmental impact), economic criteria (delivery cost, operational capability, and risk management), service quality (order fulfillment, delivery speed, convenience of payment, online/offline service level, and customer feedback), and technology (web design, real-time tracking systems, and marketing techniques). To achieve this objective, this work proposes a multi-criteria decision-making (MCDM)-based framework combining the fuzzy analytic hierarchy process (FAHP) and the weighted aggregated sum product assessment (WASPAS). The FAHP is used to generate criteria weights in which fuzzy set theory is applied to translate the linguistic evaluation statements of experts. Then, WASPAS is used to rank the OFD companies against the selected criteria. The evaluation criteria that have obtained maximum weight priority in the FAHP analysis are “convenience of payment”, “delivery speed”, “online service level”, “order fulfillment”, and “delivery cost”. From the final ranking of WASPAS, Foody is today the best performing OFD player in Vietnam regarding the selected criteria, followed by GrabFood and Now. The proposed methodology can be an accurate and robust evaluation model for the industry, while the managerial implications of this study provide significant materials for decision-makers in the OFD market in improving their businesses towards sustainable development.

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Construction of a service quality scale for the online food delivery industry

Cited by 63 publications

References 37 publications

Technological Innovation and Circular Economy Practices: Business Strategies to Mitigate the Effects of COVID-19

Technological Innovation and Circular Economy Practices: Business Strategies to Mitigate the Effects of COVID-19

Consumers’ perceived effectiveness of COVID-19 mitigation strategies in restaurants: What went well and what could we do better?

Fuzzy Multi-Criteria Decision-Making Approach for Online Food Delivery (OFD) Companies Evaluation and Selection: A Case Study in Vietnam

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