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UNDERSTANDING ONLINE FOOD ORDERING: HOW THE PROCESS RESULTS IN SATISFACTION OF THE CUSTOMERS

Year 2019, Volume: 7 Issue: 2, 81 - 90, 01.12.2019

Zehra Dilistan Shıpman

https://doi.org/10.14514/byk.m.26515393.2019.7/2.81-90
Cited By: 2

Abstract

The purpose of this study is to understand which factors affect customer satisfaction as well as future behavioral intention in online food ordering. A conceptual model was developed to assess the effect of factors on customer satisfaction. The dimensions of online service quality are identified through existing literature. The study employed a quantitative research design collecting data via convenience sampling. Data were analyzed by regression model to test the proposed hypotheses. The results show that website quality, delivery, and food quality explain the satisfaction of customers for online food ordering, which, in turn positively affects future behavioral intentions.

Keywords

online food ordering online service quality customer satisfaction

References

  • Boyer, K. K., Hallowell, R., & Roth, A. V. (2002). E‐services: operating strategy—a case study and a method for analyzing operational benefits. Journal of Operations management, 20(2), 175-188.
  • Byambaa, B., & Chang, K. (2012). The influence of factors of online purchase on customer satisfaction in Mongolian Airlines. International Proceedings of Economics Development and Research, 57(15), 80-85.
  • Cox, J., & Dale, B. G. (2001). Service quality and e-commerce: an exploratory analysis. Managing Service Quality: An International Journal, 11(2), 121-131.
  • Cronin Jr, J. J., & Taylor, S. A. (1992). Measuring service quality: a reexamination and extension. Journal of marketing, 56(3), 55-68.
  • Cyr, D. (2008). Modeling web site design across cultures: relationships to trust, satisfaction, and e-loyalty. Journal of Management Information Systems, 24(4), 47-72.
  • Daft, R. L., & Lengel, R. H. (1986). Organizational information requirements, media richness and structural design. Management science, 32(5), 554-571.
  • Dholakia, R. R., & Zhao, M. (2010). Effects of online store attributes on customer satisfaction and repurchase intentions. International Journal of Retail & Distribution Management, 38(7), 482-496.
  • Elliot, S., & Fowell, S. (2000). Expectations versus reality: a snapshot of consumer experiences with Internet retailing. International journal of information management, 20(5), 323336.
  • Franzak, F., Pitta, D., & Fritsche, S. (2001). Online relationships and the consumer’s right to privacy. Journal of Consumer Marketing, 18(7), 631-642.
  • Grace, T. R. (2009). Chia—Chi sun. Dimensions and influencing factors of customer loyalty in the intermittent service industry. Online Information Review, 33(3), 458-475.
  • Guo, X., Ling, K. C., & Liu, M. (2012). Evaluating factors influencing consumer satisfaction towards online shopping in China. Asian Social Science, 8(13), 40.
  • Hair Jr JF, Black WC, Babin BJ, Anderson R, Tathum R. (2006). Multivariate data analysis. 6th ed. Upper Saddle River: Prentice Hall.
  • Jeong, M., Oh, H., & Gregoire, M. (2003). Conceptualizing web site quality and its consequences in the lodging industry. International Journal of Hospitality Management, 22(2), 161-175.
  • Jun, M., Yang, Z., & Kim, D. (2004). Customers' perceptions of online retailing service quality and their satisfaction. International Journal of Quality & Reliability Management, 21(8), 817-840.
  • Katerattanakul, P. (2002). Framework of effective web site design for business-to-consumer internet commerce. INFOR: Information Systems and Operational Research, 40(1), 57-70.
  • Kedah, Z., Ismail, Y., Haque, A. A., & Ahmed, S. (2015). Key success factors of online food ordering services: An empirical study. Malaysia Management Review, 50(2), 19-36.
  • Kivela, J., Inbakaran, R., & Reece, J. (1999). Consumer research in the restaurant environment, Part 1: A conceptual model of dining satisfaction and return patronage. International Journal of Contemporary Hospitality Management, 11(5), 205-222.
  • Lee, G. G., & Lin, H. F. (2005). Customer perceptions of e-service quality in online shopping. International Journal of Retail & Distribution Management, 33(2), 161176.
  • Lewis, R. C., & Booms, B. H. (1983). The marketing aspects of service quality. Emerging perspectives on services marketing, 65(4), 99-107.
  • Li, N., & Zhang, P. (2002). Consumer online shopping attitudes and behavior: An assessment of research. AMCIS 2002 Proceedings, 74.
  • Liu, X., He, M., Gao, F., & Xie, P. (2008). An empirical study of online shopping customer satisfaction in China: a holistic perspective. International Journal of Retail & Distribution Management, 36(11), 919-940.
  • Muylle, S., Moenaert, R., & Despontin, M. (2004). The conceptualization and empirical validation of web site user satisfaction. Information & management, 41(5), 543-560.
  • Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of marketing research, 17(4), 460-469.
  • Rice, M. (1997). What makes users revisit a Web site? Marketing News, 31(6), 12.
  • Saad Andaleeb, S., & Conway, C. (2006). Customer satisfaction in the restaurant industry: an examination of the transaction-specific model. Journal of services marketing, 20(1), 311.
  • Santos, J. (2003). E-service quality: a model of virtual service quality dimensions. Managing Service Quality: An International Journal, 13(3), 233-246.
  • Syed, S. A., & Norjaya, M. H. (2010). What factors influence online brand trust: evidence from online tickets buyers in Malaysia. Journal of theoretical and applied electronic commerce research, 5(3), 78-89.
  • Wigand, R. T. (1997). Electronic commerce: Definition, theory, and context. The information society, 13(1), 1-16.
  • Wolfinbarger, M., & Gilly, M. (2002). . comQ: dimensionalizing, measuring, and predicting quality of the e-tail experience. Marketing Science Institute Report, (02-100).
  • Wolfinbarger, M., & Gilly, M. C. (2003). eTailQ: dimensionalizing, measuring and predicting etail quality. Journal of retailing, 79(3), 183-198.
  • Yoon, S. J. (2002). The antecedents and consequences of trust in online-purchase decisions. Journal of interactive marketing, 16(2), 47-63.
  • Zeithaml, V. A. (2002). Service excellence in electronic channels. Managing Service Quality: An International Journal, 12(3), 135-139.
  • Zeithaml, V. A., Parasuraman, A., & Malhotra, A. (2000). A conceptual framework for understanding e-service quality: implications for future research and managerial practice. Marketing Science Institute.

Year 2019, Volume: 7 Issue: 2, 81 - 90, 01.12.2019

Zehra Dilistan Shıpman

https://doi.org/10.14514/byk.m.26515393.2019.7/2.81-90
Cited By: 2

Abstract

References

  • Boyer, K. K., Hallowell, R., & Roth, A. V. (2002). E‐services: operating strategy—a case study and a method for analyzing operational benefits. Journal of Operations management, 20(2), 175-188.
  • Byambaa, B., & Chang, K. (2012). The influence of factors of online purchase on customer satisfaction in Mongolian Airlines. International Proceedings of Economics Development and Research, 57(15), 80-85.
  • Cox, J., & Dale, B. G. (2001). Service quality and e-commerce: an exploratory analysis. Managing Service Quality: An International Journal, 11(2), 121-131.
  • Cronin Jr, J. J., & Taylor, S. A. (1992). Measuring service quality: a reexamination and extension. Journal of marketing, 56(3), 55-68.
  • Cyr, D. (2008). Modeling web site design across cultures: relationships to trust, satisfaction, and e-loyalty. Journal of Management Information Systems, 24(4), 47-72.
  • Daft, R. L., & Lengel, R. H. (1986). Organizational information requirements, media richness and structural design. Management science, 32(5), 554-571.
  • Dholakia, R. R., & Zhao, M. (2010). Effects of online store attributes on customer satisfaction and repurchase intentions. International Journal of Retail & Distribution Management, 38(7), 482-496.
  • Elliot, S., & Fowell, S. (2000). Expectations versus reality: a snapshot of consumer experiences with Internet retailing. International journal of information management, 20(5), 323336.
  • Franzak, F., Pitta, D., & Fritsche, S. (2001). Online relationships and the consumer’s right to privacy. Journal of Consumer Marketing, 18(7), 631-642.
  • Grace, T. R. (2009). Chia—Chi sun. Dimensions and influencing factors of customer loyalty in the intermittent service industry. Online Information Review, 33(3), 458-475.
  • Guo, X., Ling, K. C., & Liu, M. (2012). Evaluating factors influencing consumer satisfaction towards online shopping in China. Asian Social Science, 8(13), 40.
  • Hair Jr JF, Black WC, Babin BJ, Anderson R, Tathum R. (2006). Multivariate data analysis. 6th ed. Upper Saddle River: Prentice Hall.
  • Jeong, M., Oh, H., & Gregoire, M. (2003). Conceptualizing web site quality and its consequences in the lodging industry. International Journal of Hospitality Management, 22(2), 161-175.
  • Jun, M., Yang, Z., & Kim, D. (2004). Customers' perceptions of online retailing service quality and their satisfaction. International Journal of Quality & Reliability Management, 21(8), 817-840.
  • Katerattanakul, P. (2002). Framework of effective web site design for business-to-consumer internet commerce. INFOR: Information Systems and Operational Research, 40(1), 57-70.
  • Kedah, Z., Ismail, Y., Haque, A. A., & Ahmed, S. (2015). Key success factors of online food ordering services: An empirical study. Malaysia Management Review, 50(2), 19-36.
  • Kivela, J., Inbakaran, R., & Reece, J. (1999). Consumer research in the restaurant environment, Part 1: A conceptual model of dining satisfaction and return patronage. International Journal of Contemporary Hospitality Management, 11(5), 205-222.
  • Lee, G. G., & Lin, H. F. (2005). Customer perceptions of e-service quality in online shopping. International Journal of Retail & Distribution Management, 33(2), 161176.
  • Lewis, R. C., & Booms, B. H. (1983). The marketing aspects of service quality. Emerging perspectives on services marketing, 65(4), 99-107.
  • Li, N., & Zhang, P. (2002). Consumer online shopping attitudes and behavior: An assessment of research. AMCIS 2002 Proceedings, 74.
  • Liu, X., He, M., Gao, F., & Xie, P. (2008). An empirical study of online shopping customer satisfaction in China: a holistic perspective. International Journal of Retail & Distribution Management, 36(11), 919-940.
  • Muylle, S., Moenaert, R., & Despontin, M. (2004). The conceptualization and empirical validation of web site user satisfaction. Information & management, 41(5), 543-560.
  • Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of marketing research, 17(4), 460-469.
  • Rice, M. (1997). What makes users revisit a Web site? Marketing News, 31(6), 12.
  • Saad Andaleeb, S., & Conway, C. (2006). Customer satisfaction in the restaurant industry: an examination of the transaction-specific model. Journal of services marketing, 20(1), 311.
  • Santos, J. (2003). E-service quality: a model of virtual service quality dimensions. Managing Service Quality: An International Journal, 13(3), 233-246.
  • Syed, S. A., & Norjaya, M. H. (2010). What factors influence online brand trust: evidence from online tickets buyers in Malaysia. Journal of theoretical and applied electronic commerce research, 5(3), 78-89.
  • Wigand, R. T. (1997). Electronic commerce: Definition, theory, and context. The information society, 13(1), 1-16.
  • Wolfinbarger, M., & Gilly, M. (2002). . comQ: dimensionalizing, measuring, and predicting quality of the e-tail experience. Marketing Science Institute Report, (02-100).
  • Wolfinbarger, M., & Gilly, M. C. (2003). eTailQ: dimensionalizing, measuring and predicting etail quality. Journal of retailing, 79(3), 183-198.
  • Yoon, S. J. (2002). The antecedents and consequences of trust in online-purchase decisions. Journal of interactive marketing, 16(2), 47-63.
  • Zeithaml, V. A. (2002). Service excellence in electronic channels. Managing Service Quality: An International Journal, 12(3), 135-139.
  • Zeithaml, V. A., Parasuraman, A., & Malhotra, A. (2000). A conceptual framework for understanding e-service quality: implications for future research and managerial practice. Marketing Science Institute.
There are 33 citations in total.

Details

Primary Language English
Journal Section Articles
Authors

Zehra Dilistan Shıpman 0000-0001-9829-960X

Publication Date December 1, 2019
Submission Date August 29, 2019
Acceptance Date November 25, 2019
Published in Issue Year 2019 Volume: 7 Issue: 2

Cite

APA Shıpman, Z. D. (2019). UNDERSTANDING ONLINE FOOD ORDERING: HOW THE PROCESS RESULTS IN SATISFACTION OF THE CUSTOMERS. Beykoz Akademi Dergisi, 7(2), 81-90. https://doi.org/10.14514/byk.m.26515393.2019.7/2.81-90
AMA Shıpman ZD. UNDERSTANDING ONLINE FOOD ORDERING: HOW THE PROCESS RESULTS IN SATISFACTION OF THE CUSTOMERS. Beykoz Akademi Dergisi. December 2019;7(2):81-90. doi:10.14514/byk.m.26515393.2019.7/2.81-90
Chicago Shıpman, Zehra Dilistan. “UNDERSTANDING ONLINE FOOD ORDERING: HOW THE PROCESS RESULTS IN SATISFACTION OF THE CUSTOMERS”. Beykoz Akademi Dergisi 7, no. 2 (December 2019): 81-90. https://doi.org/10.14514/byk.m.26515393.2019.7/2.81-90.
EndNote Shıpman ZD (December 1, 2019) UNDERSTANDING ONLINE FOOD ORDERING: HOW THE PROCESS RESULTS IN SATISFACTION OF THE CUSTOMERS. Beykoz Akademi Dergisi 7 2 81–90.
IEEE Z. D. Shıpman, “UNDERSTANDING ONLINE FOOD ORDERING: HOW THE PROCESS RESULTS IN SATISFACTION OF THE CUSTOMERS”, Beykoz Akademi Dergisi, vol. 7, no. 2, pp. 81–90, 2019, doi: 10.14514/byk.m.26515393.2019.7/2.81-90.
ISNAD Shıpman, Zehra Dilistan. “UNDERSTANDING ONLINE FOOD ORDERING: HOW THE PROCESS RESULTS IN SATISFACTION OF THE CUSTOMERS”. Beykoz Akademi Dergisi 7/2 (December 2019), 81-90. https://doi.org/10.14514/byk.m.26515393.2019.7/2.81-90.
JAMA Shıpman ZD. UNDERSTANDING ONLINE FOOD ORDERING: HOW THE PROCESS RESULTS IN SATISFACTION OF THE CUSTOMERS. Beykoz Akademi Dergisi. 2019;7:81–90.
MLA Shıpman, Zehra Dilistan. “UNDERSTANDING ONLINE FOOD ORDERING: HOW THE PROCESS RESULTS IN SATISFACTION OF THE CUSTOMERS”. Beykoz Akademi Dergisi, vol. 7, no. 2, 2019, pp. 81-90, doi:10.14514/byk.m.26515393.2019.7/2.81-90.
Vancouver Shıpman ZD. UNDERSTANDING ONLINE FOOD ORDERING: HOW THE PROCESS RESULTS IN SATISFACTION OF THE CUSTOMERS. Beykoz Akademi Dergisi. 2019;7(2):81-90.

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