Araştırma Makalesi
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Yıl 2024, Cilt: 6 Sayı: 1, 108 - 120, 06.06.2024

Ayşe Doğa Bulut , Ahmet Çetindaş

Öz

Kaynakça

  • Thamaraiselvan, N., Jayadevan, G.R., & Chandrasekar, K.S. (2019). Digital food delivery apps are revolutionizing food product marketing in India. International Journal of Recent Technology and Engineering, 8 (2S6), 662–665.
  • Mehrolia, S., Alagarsamy, S., & Solaikutty, V.M. (2020). Customer responses to online food delivery services during the COVID-19 outbreak were analyzed using binary logistic regression. International Journal of Consumer Studies, Vol. 45 (3): 396-408.
  • Ganapathi, P., & Abu-Shanab, E. A. (2020). Customer Satisfaction with Online Food Ordering Portals in Qatar. International Journal of E-Services and Mobile Applications (IJESMA), 12(1), 57–79. http://doi.org/10.4018/IJESMA.2020010104
  • Ling, G.M., Tiep, H.S., & Er, N.Z. (2021). Customer Satisfaction Towards Mobile Food Delivery Apps During the COVID-19 Pandemic, Gatr Journal of Management and Marketing Review, 6(3), 191–201.
  • Jelassi, T., Walden, P., & Anckar, B. (2001). Nettimarket.com (Finland): A Virtual Grocery Retailer, 14th Bled eCommerce Conference, Bled, Slovenia, 694–709.
  • Ives, B., & Piccoli, G. (2002). Rice Epicurian Shopping: Decadence or Destiny? Communications of AIS, 9 (314–329).
  • Kedah, Z., Ismail, Y., Haque, A.K.M.A., & Ahmed, S. (2015). Key Success Factors of Online Food Ordering Services: An Empirical Study. https://www.researchgate.net/publication/291074636
  • Yeo, S.F., Tan, C.L., Teo, S.L., & Tan, K.H. (2021). The role of food app services on repurchase intention: A study of FoodPanda. International Journal of Production Economics, journal homepage: http://www.elsevier.com/locate/ijpe.
  • Seo, M. K., Kwon, J. H., & Choi, Y. J. (2013). Impact of Logistics Service Quality on Customer Satisfaction and Loyalty in Parcel Service. Korea Logistics Review, 23(5), 239–262.
  • Parasuraman, A. P., Malhotra, A., & Zeithaml, V. A. (2005). E-S-Qual: A Multiple-Item Scale for Assessing Electronic Service Quality. SAGE, 7(3), 213-233.
  • Pee, L. G., Jiang, J., & Klein, G. (2018). E‐Store Loyalty: Longitudinal Comparison of Website Usefulness and Satisfaction. International Journal of Market Research, 60(1), 1–17. Caruana, A., & Ewing, M.T. (2010). How corporate reputation, quality, and value influence online loyalty. Journal of Business Research, 63(9), 1103–1110.
  • Chang, S.-C., Chou, P.-Y., & Lo, W.-C. (2014). Evaluation of satisfaction and repurchase intention in online food group buying, using Taiwan as an example. British Food Journal, 116(1), 44–61.
  • Yeo, V. C. S., Goh, S.-K., & Rezaei, S. (2017). Consumer experiences, attitudes, and behavioral intentions toward online food delivery (OFD) services. Journal of Retailing and Consumer Services, 35, 150–162.
  • 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.
  • Kotler, P., Armstrong, G. Ang, S.H., Leong, S.M. Tan, C.T., & Ho-Ming, O. (2011). Principles of Marketing: An Asian Perspective. Pearson Education South Asia Pte Ltd, Singapore.
  • Ahn, T, Ryu, S., & Han, I. (2007). The impact of Web quality and playfulness on user acceptance of online retailing. Information & Management, Volume 44, Issue 3, April 2007, Pages 263-275.
  • Handoko, L.P. (2016). The Effect Of Product Qualıty And Delıvery Servıce On Onlınecustomer Satısfactıon In Zalora İndonesia, https://media.neliti.com/media/publications/2991-EN-the-effect-of-product-quality-and-delivery-service-on-online-customer-satisfacti.pdf
  • Namkung, Y., & Jang, S. (2007). Does food quality really matter in restaurants? What is its impact on customer satisfaction and behavioral intentions? Journal of Hospitality and Tourism Research, 31 (3), pp. 387–410
  • He, Z., Han, G., Cheng, T., Fan, B., & Dong, J. (2019). Evolutionary food quality and location strategies for restaurants in competitive online-to-offline food ordering and delivery markets: an agent-based approach. International Journal of Production Economics, 215: 61–72.
  • Tribhuvan, A. (2020). A study on consumers perception on food apps, Int. J. Adv. Res. Innov. Ideas Educ., 6: 36.
  • Hedin, J., Jonsson, M., & Ljunggren, J. (2006). Delivery Performance: -How to define & measure delivery performance in a triadic relationship. Published Master Thesis: Accessed on April 24, 2022: https://www.diva-portal.org/smash/get/diva2:207312/FULLTEXT01.pdf
  • Yoopetch, C., Siriphan, P., & Chirapanda, S. (2022). Determinants of Customer Satisfaction Via Online Food Delivery Applications. (ABAC Journal, Vol. 42, No. 2, pp. 70–88)
  • Kerdngern, N., Rungrueangkan, P., Kamthornphiphatthanakul, S., & Somthong, N. (2021). The Effect Of Service Quality On Delıvery Satısfactıon In Onlıne Shoppıng: A Case Study of Ramkhamhaeng University Lecturers, Bangkok, Thailand. International Journal of Business Management and Economic Review , 4(1): 2581–4664.
  • Lin, P.M.C., Au, W.C.W. and Baum, T. (2024), "Service quality of online food delivery mobile application: an examination of the spillover effects of mobile app satisfaction", International Journal of Contemporary Hospitality Management, Vol. 36, No. 3, pp. 906–926. https://doi.org/10.1108/IJCHM-09-2022-1103
  • Rita, P., Eiriz, V., & Conde, B. (2022), The role of information for the customer journey in mobile food ordering apps. Journal of Services Marketing, 37 (5): 574–591. Alalwan, A.A. (2020). Mobile food ordering apps: An empirical study of the factors affecting customer e-satisfaction and continued intention to reuse. International Journal of Information Management, 50, 28–44.
  • Bauerová R. & Klepek M. (2018). Technology acceptance is a determinant of online grocery shopping adoption. Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis, 66(3), 737–746.
  • Gutama, W.A., & Intani, A.P.D. (2017). Consumer acceptance towards online grocery shopping in malang, East Java, Indonesia. Agricultural Socio-Economics Journal, 17(1), 23.
  • Kurnia, S., & Chien, A.W. (2003). acceptance of online grocery shopping. 16th Electronic Commerce Conference, June 9–11, Bled/Slovenia
  • Annaraud, K., & Berezina, K. (2020). Predicting satisfaction and intentions to use online food delivery: What really makes a difference? Journal of Foodservice Business Research: https://www.tandfonline.com/loi/wfbr20.
  • Saad, A.T. (2021). Factors affecting online food delivery service in Bangladesh: an empirical study. British Food Journal, Vol. 123, No. 2, pp. 535–550. https://doi.org/10.1108/BFJ-05-2020-0449
  • Schaupp, C.L., & Bélanger, F. (2005). A conjoint analysis of online consumer satisfaction. Journal of Electronic Commerce Research, VOL. 6, No. 2, 2005
  • Shipman, Z.D. (2019). Understanding Online Food Ordering: How The Process Results in Customer Satisfaction. Journal of Beykoz Akademi, 7(2), 81–90
  • Sidharta, S.M., Adityo, D.B., Iqbal, P.M. & Gunadi, W. (2021). Customer Loyalty Analysis on Online Food Delivery Services. Turkish Journal of Computer and Mathematics Education, Vol. 12, No. 3 (2021), 4003–4013
  • Chou, P.F., & Lu, C.S. (2009). Assessing Service Quality, Switching Costs and Customer Loyalty in Home Delivery Services in Taiwan. Transport Reviews, 29:6,
  • Bayram N. (2013). Yapısal eşitlik modellemesine girişi amos uygulamaları. Ezgi Kitabevi 2. Baskı
  • Civelek E. (2018). Yapısal eşitlik modellemesi metodolojisi. Beta Yayın 1. Baskı

The Effect of Website/Application Quality, Product Quality and Last Mile Delivery Quality on Customer Satisfaction and Loyalty in Online Grocery Shopping

Yıl 2024, Cilt: 6 Sayı: 1, 108 - 120, 06.06.2024

Ayşe Doğa Bulut , Ahmet Çetindaş

Öz

The technological developments lead to many improvements in different industries. The retailers also improved their services by providing online shopping and home delivery services. This is also a result of COVİD-19 pandemic that caused lockdowns, which boomed the home delivery and online shopping industry. In this context, online shopping services' ability to meet customer expectations depends on a good service quality. Service quality in online grocery shopping services is determined as website/application quality, product quality and last mile delivery quality. The effect of each quality dimension on customer satisfaction and loyalty was examined and website/application quality and last mile delivery quality affected customer satisfaction and loyalty. It was observed that product quality did not affect both dependent variables. In this context, retailers that offer online shopping and home delivery are recommended to have a simple and easy-to-understand interface and an accurate and fast delivery process.

Anahtar Kelimeler

Online Grocery Shopping Service Quality Website/Application Quality Product Quality Last Mile Delivery Quality Customer Satisfaction Loyalty

Kaynakça

  • Thamaraiselvan, N., Jayadevan, G.R., & Chandrasekar, K.S. (2019). Digital food delivery apps are revolutionizing food product marketing in India. International Journal of Recent Technology and Engineering, 8 (2S6), 662–665.
  • Mehrolia, S., Alagarsamy, S., & Solaikutty, V.M. (2020). Customer responses to online food delivery services during the COVID-19 outbreak were analyzed using binary logistic regression. International Journal of Consumer Studies, Vol. 45 (3): 396-408.
  • Ganapathi, P., & Abu-Shanab, E. A. (2020). Customer Satisfaction with Online Food Ordering Portals in Qatar. International Journal of E-Services and Mobile Applications (IJESMA), 12(1), 57–79. http://doi.org/10.4018/IJESMA.2020010104
  • Ling, G.M., Tiep, H.S., & Er, N.Z. (2021). Customer Satisfaction Towards Mobile Food Delivery Apps During the COVID-19 Pandemic, Gatr Journal of Management and Marketing Review, 6(3), 191–201.
  • Jelassi, T., Walden, P., & Anckar, B. (2001). Nettimarket.com (Finland): A Virtual Grocery Retailer, 14th Bled eCommerce Conference, Bled, Slovenia, 694–709.
  • Ives, B., & Piccoli, G. (2002). Rice Epicurian Shopping: Decadence or Destiny? Communications of AIS, 9 (314–329).
  • Kedah, Z., Ismail, Y., Haque, A.K.M.A., & Ahmed, S. (2015). Key Success Factors of Online Food Ordering Services: An Empirical Study. https://www.researchgate.net/publication/291074636
  • Yeo, S.F., Tan, C.L., Teo, S.L., & Tan, K.H. (2021). The role of food app services on repurchase intention: A study of FoodPanda. International Journal of Production Economics, journal homepage: http://www.elsevier.com/locate/ijpe.
  • Seo, M. K., Kwon, J. H., & Choi, Y. J. (2013). Impact of Logistics Service Quality on Customer Satisfaction and Loyalty in Parcel Service. Korea Logistics Review, 23(5), 239–262.
  • Parasuraman, A. P., Malhotra, A., & Zeithaml, V. A. (2005). E-S-Qual: A Multiple-Item Scale for Assessing Electronic Service Quality. SAGE, 7(3), 213-233.
  • Pee, L. G., Jiang, J., & Klein, G. (2018). E‐Store Loyalty: Longitudinal Comparison of Website Usefulness and Satisfaction. International Journal of Market Research, 60(1), 1–17. Caruana, A., & Ewing, M.T. (2010). How corporate reputation, quality, and value influence online loyalty. Journal of Business Research, 63(9), 1103–1110.
  • Chang, S.-C., Chou, P.-Y., & Lo, W.-C. (2014). Evaluation of satisfaction and repurchase intention in online food group buying, using Taiwan as an example. British Food Journal, 116(1), 44–61.
  • Yeo, V. C. S., Goh, S.-K., & Rezaei, S. (2017). Consumer experiences, attitudes, and behavioral intentions toward online food delivery (OFD) services. Journal of Retailing and Consumer Services, 35, 150–162.
  • 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.
  • Kotler, P., Armstrong, G. Ang, S.H., Leong, S.M. Tan, C.T., & Ho-Ming, O. (2011). Principles of Marketing: An Asian Perspective. Pearson Education South Asia Pte Ltd, Singapore.
  • Ahn, T, Ryu, S., & Han, I. (2007). The impact of Web quality and playfulness on user acceptance of online retailing. Information & Management, Volume 44, Issue 3, April 2007, Pages 263-275.
  • Handoko, L.P. (2016). The Effect Of Product Qualıty And Delıvery Servıce On Onlınecustomer Satısfactıon In Zalora İndonesia, https://media.neliti.com/media/publications/2991-EN-the-effect-of-product-quality-and-delivery-service-on-online-customer-satisfacti.pdf
  • Namkung, Y., & Jang, S. (2007). Does food quality really matter in restaurants? What is its impact on customer satisfaction and behavioral intentions? Journal of Hospitality and Tourism Research, 31 (3), pp. 387–410
  • He, Z., Han, G., Cheng, T., Fan, B., & Dong, J. (2019). Evolutionary food quality and location strategies for restaurants in competitive online-to-offline food ordering and delivery markets: an agent-based approach. International Journal of Production Economics, 215: 61–72.
  • Tribhuvan, A. (2020). A study on consumers perception on food apps, Int. J. Adv. Res. Innov. Ideas Educ., 6: 36.
  • Hedin, J., Jonsson, M., & Ljunggren, J. (2006). Delivery Performance: -How to define & measure delivery performance in a triadic relationship. Published Master Thesis: Accessed on April 24, 2022: https://www.diva-portal.org/smash/get/diva2:207312/FULLTEXT01.pdf
  • Yoopetch, C., Siriphan, P., & Chirapanda, S. (2022). Determinants of Customer Satisfaction Via Online Food Delivery Applications. (ABAC Journal, Vol. 42, No. 2, pp. 70–88)
  • Kerdngern, N., Rungrueangkan, P., Kamthornphiphatthanakul, S., & Somthong, N. (2021). The Effect Of Service Quality On Delıvery Satısfactıon In Onlıne Shoppıng: A Case Study of Ramkhamhaeng University Lecturers, Bangkok, Thailand. International Journal of Business Management and Economic Review , 4(1): 2581–4664.
  • Lin, P.M.C., Au, W.C.W. and Baum, T. (2024), "Service quality of online food delivery mobile application: an examination of the spillover effects of mobile app satisfaction", International Journal of Contemporary Hospitality Management, Vol. 36, No. 3, pp. 906–926. https://doi.org/10.1108/IJCHM-09-2022-1103
  • Rita, P., Eiriz, V., & Conde, B. (2022), The role of information for the customer journey in mobile food ordering apps. Journal of Services Marketing, 37 (5): 574–591. Alalwan, A.A. (2020). Mobile food ordering apps: An empirical study of the factors affecting customer e-satisfaction and continued intention to reuse. International Journal of Information Management, 50, 28–44.
  • Bauerová R. & Klepek M. (2018). Technology acceptance is a determinant of online grocery shopping adoption. Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis, 66(3), 737–746.
  • Gutama, W.A., & Intani, A.P.D. (2017). Consumer acceptance towards online grocery shopping in malang, East Java, Indonesia. Agricultural Socio-Economics Journal, 17(1), 23.
  • Kurnia, S., & Chien, A.W. (2003). acceptance of online grocery shopping. 16th Electronic Commerce Conference, June 9–11, Bled/Slovenia
  • Annaraud, K., & Berezina, K. (2020). Predicting satisfaction and intentions to use online food delivery: What really makes a difference? Journal of Foodservice Business Research: https://www.tandfonline.com/loi/wfbr20.
  • Saad, A.T. (2021). Factors affecting online food delivery service in Bangladesh: an empirical study. British Food Journal, Vol. 123, No. 2, pp. 535–550. https://doi.org/10.1108/BFJ-05-2020-0449
  • Schaupp, C.L., & Bélanger, F. (2005). A conjoint analysis of online consumer satisfaction. Journal of Electronic Commerce Research, VOL. 6, No. 2, 2005
  • Shipman, Z.D. (2019). Understanding Online Food Ordering: How The Process Results in Customer Satisfaction. Journal of Beykoz Akademi, 7(2), 81–90
  • Sidharta, S.M., Adityo, D.B., Iqbal, P.M. & Gunadi, W. (2021). Customer Loyalty Analysis on Online Food Delivery Services. Turkish Journal of Computer and Mathematics Education, Vol. 12, No. 3 (2021), 4003–4013
  • Chou, P.F., & Lu, C.S. (2009). Assessing Service Quality, Switching Costs and Customer Loyalty in Home Delivery Services in Taiwan. Transport Reviews, 29:6,
  • Bayram N. (2013). Yapısal eşitlik modellemesine girişi amos uygulamaları. Ezgi Kitabevi 2. Baskı
  • Civelek E. (2018). Yapısal eşitlik modellemesi metodolojisi. Beta Yayın 1. Baskı
Toplam 36 adet kaynakça vardır.

Ayrıntılar

Birincil Dil İngilizce
Konular Finans ve Yatırım (Diğer)
Bölüm Araştırma Makalesi
Yazarlar

Ayşe Doğa Bulut 0000-0002-2723-8858

Ahmet Çetindaş 0000-0003-2262-4204

Erken Görünüm Tarihi 5 Haziran 2024
Yayımlanma Tarihi 6 Haziran 2024
Gönderilme Tarihi 15 Nisan 2024
Kabul Tarihi 25 Mayıs 2024
Yayımlandığı Sayı Yıl 2024 Cilt: 6 Sayı: 1

Kaynak Göster

APA Bulut, A. D., & Çetindaş, A. (2024). The Effect of Website/Application Quality, Product Quality and Last Mile Delivery Quality on Customer Satisfaction and Loyalty in Online Grocery Shopping. Quantrade Journal of Complex Systems in Social Sciences, 6(1), 108-120.
 Kapak Resmi İndir

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