An Empirical Study on E-Service Quality and E-Loyalty Towards Online Food Delivery Service - Millennials Perspective

Abstract

The headway of the Internet technology has made e-commerce easier and has changed the way the customers and companies behave. Recent data indicates that the food industry has quickly risen to the top of the most popular Internet purchasing categories. Even in the post-pandemic world, the restriction on activities outside the home to purchase essentials incited the technocrat customers to buy meals online. The intense competition and growth present the restaurants with both a chance and a difficulty; thus, to succeed in this difficult climate, having loyal consumers is essential. Past research in the restaurant industry shows that e-service quality has considerable impact on the customer experience. However, there does not seem to be much literature discussing how the e-service quality affects client loyalty online, in the context of OFD services. This study investigates and assesses the direct impact of e-service quality and customer satisfaction and loyalty towards online food delivery (OFD) services. A survey was conducted among the millennials using a structured questionnaire framed with the help of prior studies in this area. Simple correlation and regression were used to analyse the data, and the study confirms that there is a significant positive influence of e-service quality on e-satisfaction and e-loyalty.

Keywords: Online Food Delivery (OFD), E-Service Quality, E-Satisfaction, E-Loyalty

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