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The Role of E-Service Quality and Food Quality on Customer Satisfaction toward Online Food Delivery Service
Fauziyah Sjahroeddin (2018) | Skripsi | Manajemen
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This study plays a role in assessing the dimensions of E-S-Qual and Food quality to improve satisfaction and perceived value in online food delivery context (OFD). Data were collected from 405 sample of customers OFD service in Bandung and used the SEM modeling to assess research model. Moreover, the data, proposed model, and hypothesis were analyses used SmartPLS 3.0 software. This study indicates that food quality is the key aspect in assessing OFD service. Although the role of food quality has the most crucial aspect, OFD service providers still have to maintain their e-service quality in order to meet consumer expectations. Among E-S-Qual dimensions, fulfillment dimension is the most contribute to increased consumer satisfaction and perceived value in OFD service. In short, this study suggests OFD service providers to maximize food quality and fulfill the promises. Keywords: OFD service, Food quality, E-S-Qual, Customer Satisfaction.