Key success factors of online food ordering services: an empirical study
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...
| Main Authors: | , , , |
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| Format: | Article |
| Language: | English |
| Published: |
Malaysian Institute of Management
2015
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| Subjects: | |
| Online Access: | http://irep.iium.edu.my/48550/ http://irep.iium.edu.my/48550/1/Article_MMR_%28July-Dec2015%29.pdf |
| _version_ | 1848783316359053312 |
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| author | Kedah, Zulkarnain Ismail, Yusof Haque, A. K. M. Ahasanul Ahmed, Selim |
| author_facet | Kedah, Zulkarnain Ismail, Yusof Haque, A. K. M. Ahasanul Ahmed, Selim |
| author_sort | Kedah, Zulkarnain |
| building | IIUM Repository |
| collection | Online Access |
| description | 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. |
| first_indexed | 2025-11-14T16:19:25Z |
| format | Article |
| id | iium-48550 |
| institution | International Islamic University Malaysia |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-14T16:19:25Z |
| publishDate | 2015 |
| publisher | Malaysian Institute of Management |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | iium-485502016-07-17T08:55:59Z http://irep.iium.edu.my/48550/ Key success factors of online food ordering services: an empirical study Kedah, Zulkarnain Ismail, Yusof Haque, A. K. M. Ahasanul Ahmed, Selim HF5410 Marketing. Distribution of products 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. Malaysian Institute of Management 2015-12 Article PeerReviewed application/pdf en http://irep.iium.edu.my/48550/1/Article_MMR_%28July-Dec2015%29.pdf 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 http://mim.org.my/index.php/publications/mmr-journal |
| spellingShingle | HF5410 Marketing. Distribution of products Kedah, Zulkarnain Ismail, Yusof Haque, A. K. M. Ahasanul Ahmed, Selim Key success factors of online food ordering services: an empirical study |
| title | Key success factors of online food ordering services:
an empirical study |
| title_full | Key success factors of online food ordering services:
an empirical study |
| title_fullStr | Key success factors of online food ordering services:
an empirical study |
| title_full_unstemmed | Key success factors of online food ordering services:
an empirical study |
| title_short | Key success factors of online food ordering services:
an empirical study |
| title_sort | key success factors of online food ordering services:
an empirical study |
| topic | HF5410 Marketing. Distribution of products |
| url | http://irep.iium.edu.my/48550/ http://irep.iium.edu.my/48550/ http://irep.iium.edu.my/48550/1/Article_MMR_%28July-Dec2015%29.pdf |