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Key success factors of online food ordering services: an empirical study

Kedah, Zulkarnain and Ismail, Yusof and Haque, A. K. M. Ahasanul and Ahmed, Selim (2015) Key success factors of online food ordering services: an empirical study. Malaysian Management Review, 50 (2). pp. 19-36. ISSN 0025-1348

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Abstract

This study examines the determinants of the customer ordering experience, which include website trust, customer satisfaction and loyalty. The determinants are represented by website quality and service quality. A survey data of 353 online food ordering customers were used to test the research model using structural equation modelling (SEM). Results reveal that not only is there a significant positive relationship between website quality and website trust but also a significant positive relationship between service quality and customer satisfaction. Furthermore, significant positive relationships are also found not only between website trust and customer satisfaction but also between customer satisfaction and loyalty. Finally, the study also found an unexpected direct link between service quality and loyalty. Overall, the study provides valuable insights for operating online food ordering services successfully.

Item Type: Article (Journal)
Additional Information: 5056/48550
Uncontrolled Keywords: Website quality, service quality, website trust, customer satisfaction, loyalty
Subjects: H Social Sciences > HF Commerce > HF5001 Business. Business Administration > HF5410 Marketing. Distribution of products
Kulliyyahs/Centres/Divisions/Institutes: Kulliyyah of Economics and Management Sciences
Depositing User: Prof. Dr Ahasanul Haque
Date Deposited: 19 Jan 2016 11:38
Last Modified: 17 Jul 2016 16:55
URI: http://irep.iium.edu.my/id/eprint/48550

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