Millennial Experience with Online Food Home Delivery: A Lesson from Indonesia

Aim/Purpose: To examine millennial satisfaction towards online food delivery services, including e-service quality, food quality, and perceived value as the determinants and behavioral intention as the consequence. Background: Among the generational cohorts, millennials are a demanding target group for many retailers, including restaurants. Despite many studies examining millennial behavior in the restaurant context, almost no research on millennial attitudes and behavior in the context of online food home delivery service can be found. Methodology: For this research, 332 millennials completed a self-administered survey in Indonesia. To assess the associations between satisfaction and its determinants and consequences, this study employs Partial Least Square modeling. Contribution: This research extends existing knowledge of millennial satisfaction toward online food delivery service by highlighting that food quality, e-service quality and perceived value are the main determinants of satisfaction for online food purchasing among millennials. Further, this study offers support for the spillover theory in the online food home delivery service from millennial perspective. Findings: This study uncovers the important direct dual influences of e-service quality and food quality on millennial satisfaction with online food delivery services. Further, this study notes that e-service and food quality also have an indirect influence on satisfaction via perceived value. Moreover, satisfied millennial customers are more likely to re-purchase, recommend to others, and re-purchase at an increased price. Recommendations for Practitioners: For small and medium restaurants, it is suggested that they need to focus solely on their core business of providing food. If they want to offer an e-service, they should develop strategic cooperation with one or more online service providers. Recommendation for Researchers: Millennials tend to repurchase, recommend, and be willing to pay more in the future extends the existing models that look at the associations among quality, satisfaction and behavioral intention. Thus, in online restaurant purchasing services, both e-service quality and food quality should be included in the future research models. Impact on Society: This study could help restaurant industries to increase their business performance and, indirectly, impact on society as a whole by providing high quality food, employment opportunities, and tax revenues. Future Research: Future researchers can reassess the model in different countries and/or with other generation cohorts as well as including other variables such as trust, image, involvement, as well as socio-demographic factors.

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Behavioral Intention Toward Online Food Purchasing

International Journal of E-Business Research ◽

10.4018/ijebr.2020100103 ◽

2020 ◽

Vol 16 (4) ◽

pp. 34-50

Author(s):

Dwi Suhartanto ◽

Tuan Ahmad Tuan Ismail ◽

Gundur Leo ◽

Ni Nyoman Triyuni ◽

Tintin Suhaeni

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Food Quality ◽

Behavioral Intention ◽

Empirical Studies ◽

Perceived Value ◽

Food Purchasing ◽

Managerial Practices ◽

Quality Food ◽

Light Medium

Despite the dramatic increase in the online food business, empirical studies on behavioral intentions across different purchase levels have been overlooked. This study is intended to assess behavioral intention towards online food purchasing including e-service quality, food quality, perceived value, and customer satisfaction across three different purchasing levels: light, medium, and heavy purchasers. A survey of 475 online food purchasers was conducted from in Bandung City, Indonesia. The results show that the formation model of behavioral intention including e-service quality, food quality, perceived value, and customer satisfaction is reliable. Further, the analysis results have also revealed that there is evidence of differences when the variables were tested across purchase levels. Lastly, this study emphasizes that food quality is an important factor in influencing behavioral intention across all online food purchase levels. The consequences of these findings were examined from both theoretical and managerial practices perspectives.

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Factors Influencing International Students Behavioral Intention to Order Online Food Delivery Services

International Journal of Strategic Information Technology and Applications ◽

10.4018/ijsita.2019010102 ◽

2019 ◽

Vol 10 (1) ◽

pp. 23-39

Author(s):

Isaac Kofi Mensah

Keyword(s):

International Students ◽

Service Quality ◽

Behavioral Intention ◽

Food Delivery ◽

Perceived Service Quality ◽

Utaut Model ◽

Performance Expectancy ◽

Effort Expectancy ◽

Delivery Services ◽

And Performance

This study integrated culture (language) and perceived service quality into the UTAUT model to explore the intention of international students to order food online in China. The results have demonstrated that performance expectancy, effort expectancy, culture (language), and perceived service quality were all significant predictors of the intention of international students to order food online. Also, culture (language) was determined to influence the perceived service quality, effort expectancy, and performance expectancy of ordering food online. Performance expectancy, and effort expectancy were revealed to be significant predictors of perceived service quality. Furthermore, the intention to order food online was a determinant of the intention to recommend. The implications of these findings are discussed.

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Pengaruh Service Quality, Food Quality, dan Perceived Value terhadap Behavioral Intentions dengan Consumer Satisfaction sebagai Variabel Mediasi pada Coffee Shop Rimbun Espresso and Brew Bar di Kota Padang

Assets Jurnal Ekonomi Manajemen dan Akuntansi ◽

10.24252/assets.v9i2.10779 ◽

2020 ◽

Vol 9 (2) ◽

pp. 125

Author(s):

HABIBAH MUHARMI

Keyword(s):

Service Quality ◽

Food Quality ◽

Behavioral Intentions ◽

Consumer Satisfaction ◽

Perceived Value ◽

Coffee Shop ◽

Quality Food

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ANALYSIS OF ATMOSPHERICS, FOOD QUALITY, SERVICE QUALITY, AND PERCEIVED VALUE THAT ARE DIED BY ASICICOMIC SATISFACTION TO BEHAVIORAL INTENTION

Business and Entrepreneurial Review ◽

10.25105/ber.v16i2.5089 ◽

2019 ◽

Vol 17 (1) ◽

pp. 15

Author(s):

Rowlan Takaya

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Food Quality ◽

Behavioral Intention ◽

Behavioral Intentions ◽

Perceived Value ◽

Quantitative Approach ◽

Quality Service ◽

The Way

The problem of this research was to identified the factors that have effects on behavioral intentions such as analsys atmospherics, food quality, and service quality, perceived value, with mediation customer satisfaction.The objectives of this research was people who ever tried Nanny’s Pavillon in South Jakarta. The methodology of this research was the design applies quantitative approach. Data collected by 154 customers of Nanny’s Pavillon. Finding and contribution in this research was provide suggestion for Nanny’s Pavillon to concern about the way to atmospherics, food quality, service quality, perceived value, and customer satisfaction because it has an effect to behavioral intentions for Nanny’s Pavillon.Research Limitation/ implication in this research were this research only for the Nanny’s Pavillon’s customer in South Jakarta, so this result of this research couldn’t be generalization and not applied for all Nanny’s customer in Jakarta

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Customer Satisfaction towards Mobile Food Delivery Apps during Covid-19 Pandemic

11th GLOBAL CONFERENCE ON BUSINESS AND SOCIAL SCIENCES - Global Conference on Business and Social Sciences Proceeding ◽

10.35609/gcbssproceeding.2021.12(58) ◽

2021 ◽

Vol 12 (1) ◽

pp. 58-58

Author(s):

Goh Mei Ling ◽

Ho Sew Tiep ◽

Ng Zhu Er

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Daily Life ◽

Movement Control ◽

Food Delivery ◽

Control Measures ◽

Consumption Pattern ◽

Website Quality ◽

Delivery Service ◽

Delivery Services

In this era of technology, the development and explosion of the internet has created the online business platform for the services and products. One of the areas is the food delivery services. With development of mobile applications for food delivery, it has eased the process of delivering the ordered food, and at the same time create convenience to the beverage industry (Wang et al., 2019). The outbreak of COVID-19 pandemic in early last year has impacted everyone's daily life and resulted in pandemic control measures such as Movement Control Order (MCO) by the Malaysian government around the country. This change has required Malaysian to engage with new norms such as wearing masks, physical distancing and hand hygiene in their daily life. The pandemic has also sparked a new consumption pattern in society. Many people have opted for food delivery services and thus inflated the demand of food delivery service in Malaysia. Hence, understanding customer satisfaction towards the mobile food delivery apps is essential. There are several studies on the customer satisfaction towards online food delivery service during the COVID-19 pandemic (Prasetyo et al., 2021; Rahim & Yunus, 2021). Pasetyo et al. (2021) investigated the customer satisfaction and loyalty from the extended Theory of Planned Behaviour perspective. Meanwhile Rahim and Yunus (2021) examined the relationship between service quality, food quality and price of e-hailing food delivery service. However, these studies did not examine the effect of convenience and website quality on consumers satisfaction toward the mobile food delivery apps. Based on these, this study aims to examine the influence of the factors, namely service quality, convenience, price and website quality on customer satisfaction towards the mobile food delivery apps during the COVID-19 pandemic in Malaysia. Keywords: Customer Satisfaction, Mobile Food Delivery Apps, COVID-19 Pandemic

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Loyalty toward online food delivery service: the role of e-service quality and food quality

Journal of Foodservice Business Research ◽

10.1080/15378020.2018.1546076 ◽

2018 ◽

Vol 22 (1) ◽

pp. 81-97 ◽

Cited By ~ 29

Author(s):

Dwi Suhartanto ◽

Mohd Helmi Ali ◽

Kim Hua Tan ◽

Fauziyah Sjahroeddin ◽

Lusianus Kusdibyo

Keyword(s):

Service Quality ◽

Food Quality ◽

Food Delivery ◽

Delivery Service

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The effects of service quality, perceived value and trust in home delivery service personnel on customer satisfaction: Evidence from a developing country

Journal of Retailing and Consumer Services ◽

10.1016/j.jretconser.2021.102721 ◽

2021 ◽

Vol 63 ◽

pp. 102721

Author(s):

Md. Uzir Hossain Uzir ◽

Hussam Al Halbusi ◽

Ramayah Thurasamy ◽

Rodney Lim Thiam Hock ◽

Musheer A. Aljaberi ◽

...

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Developing Country ◽

Perceived Value ◽

Home Delivery ◽

Service Personnel ◽

Delivery Service

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Antecedents of behavioral intention to use online food delivery services: an empirical investigation

Innovative Marketing ◽

10.21511/im.17(1).2020.01 ◽

2021 ◽

Vol 17 (1) ◽

pp. 1-15

Author(s):

Vinish P ◽

Prakash Pinto ◽

Iqbal Thonse Hawaldar ◽

Slima Pinto

Keyword(s):

Customer Satisfaction ◽

Food Quality ◽

Mail Survey ◽

Positive Association ◽

Home Delivery ◽

Food Delivery ◽

Delivery Services ◽

Restaurant Reviews ◽

Behavioral Intention To Use ◽

Structured Questionnaire

The online food delivery market in India perseveres to grow at a sustained pace. The business has unique dynamics and challenges with the spike in orders during weekends, meeting delivery schedules during peak demand, offering deep discounts to address wavering customer loyalty, reducing cash burns, and managing food quality inconsistency. In contrast, the fast-paced life and the rise of millennials in the workforce is likely to assure a promising future for the food aggregators. The above backdrop has led the researchers to pursue this study. An empirical study was carried out to explore the consumption occasion and the antecedents of online food ordering in the select cities in Karnataka, India. The data was collected from 385 respondents through telephonic and mail survey using a structured questionnaire. The responses were analyzed using exploratory factor analysis and multiple regression. The result of the study indicated a positive association between the constructs ‘buying motives’, ‘aggregator attractiveness’, and customer satisfaction. The variation in customers` satisfaction is largely attributable to the convenience of order placing, food quality, availability of food and restaurant reviews, offers and discounts, faster home delivery, and the wide choice of restaurants listed on the aggregator’s website. Additionally, the aggregator attractiveness showed a higher impact on customer satisfaction as compared to buying motives.

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