Food at your doorstep? examining customer loyalty towards online food delivery applications
Purpose: This study empirically investigated the different attributes (i.e. convenience, online reviews, online ratings, visual appeal and various food choices) of food delivery applications (FDAs) that impacted customers' perceived benefits, satisfaction and loyalty. Price consciousness was po...
| Main Authors: | , , , , |
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| Format: | Article |
| Language: | English |
| Published: |
Emerald Publishing
2023
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| Online Access: | http://psasir.upm.edu.my/id/eprint/115429/ http://psasir.upm.edu.my/id/eprint/115429/1/115429.pdf |
| _version_ | 1848866774139797504 |
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| author | Liu, Xin Lim, Xin Jean Cheah, Jun Hwa Ng, Siew Imm Kamal Basha, Norazlyn |
| author_facet | Liu, Xin Lim, Xin Jean Cheah, Jun Hwa Ng, Siew Imm Kamal Basha, Norazlyn |
| author_sort | Liu, Xin |
| building | UPM Institutional Repository |
| collection | Online Access |
| description | Purpose: This study empirically investigated the different attributes (i.e. convenience, online reviews, online ratings, visual appeal and various food choices) of food delivery applications (FDAs) that impacted customers' perceived benefits, satisfaction and loyalty. Price consciousness was positioned as the moderator while customer satisfaction was positioned as the mediator. Design/methodology/approach: Utilizing the purposive sampling technique, 360 useable respondents were gathered from existing FDAs' customers in China. Partial least squares structural equation modelling (PLS-SEM) was employed to verify the interrelationships among variables. Findings: The results confirmed the significant impact of four FDA attributes (i.e. convenience, online ratings, visual appeal and various food choices) on perceived benefits. Customer satisfaction positively influenced loyalty. Moreover, the mediating role of customer satisfaction and the moderating role of price consciousness were confirmed. Practical implications: FDA operators should engage in providing more benefits to stimulate satisfaction and loyalty among customers. Promotion discounts remain a key factor in enhancing the satisfaction and loyalty of price-conscious customers. Originality/value: This study extends the applicability of the stimulus–organism–response (SOR) framework and enriches FDA literature by assessing the external stimuli, organisms and moderating factors that trigger customer loyalty. |
| first_indexed | 2025-11-15T14:25:56Z |
| format | Article |
| id | upm-115429 |
| institution | Universiti Putra Malaysia |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-15T14:25:56Z |
| publishDate | 2023 |
| publisher | Emerald Publishing |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | upm-1154292025-03-11T05:02:58Z http://psasir.upm.edu.my/id/eprint/115429/ Food at your doorstep? examining customer loyalty towards online food delivery applications Liu, Xin Lim, Xin Jean Cheah, Jun Hwa Ng, Siew Imm Kamal Basha, Norazlyn Purpose: This study empirically investigated the different attributes (i.e. convenience, online reviews, online ratings, visual appeal and various food choices) of food delivery applications (FDAs) that impacted customers' perceived benefits, satisfaction and loyalty. Price consciousness was positioned as the moderator while customer satisfaction was positioned as the mediator. Design/methodology/approach: Utilizing the purposive sampling technique, 360 useable respondents were gathered from existing FDAs' customers in China. Partial least squares structural equation modelling (PLS-SEM) was employed to verify the interrelationships among variables. Findings: The results confirmed the significant impact of four FDA attributes (i.e. convenience, online ratings, visual appeal and various food choices) on perceived benefits. Customer satisfaction positively influenced loyalty. Moreover, the mediating role of customer satisfaction and the moderating role of price consciousness were confirmed. Practical implications: FDA operators should engage in providing more benefits to stimulate satisfaction and loyalty among customers. Promotion discounts remain a key factor in enhancing the satisfaction and loyalty of price-conscious customers. Originality/value: This study extends the applicability of the stimulus–organism–response (SOR) framework and enriches FDA literature by assessing the external stimuli, organisms and moderating factors that trigger customer loyalty. Emerald Publishing 2023 Article PeerReviewed text en http://psasir.upm.edu.my/id/eprint/115429/1/115429.pdf Liu, Xin and Lim, Xin Jean and Cheah, Jun Hwa and Ng, Siew Imm and Kamal Basha, Norazlyn (2023) Food at your doorstep? examining customer loyalty towards online food delivery applications. British Food Journal. pp. 1-20. ISSN 0007-070X; eISSN: 0007-070X https://www.emerald.com/insight/content/doi/10.1108/bfj-02-2023-0116/full/html 10.1108/bfj-02-2023-0116 |
| spellingShingle | Liu, Xin Lim, Xin Jean Cheah, Jun Hwa Ng, Siew Imm Kamal Basha, Norazlyn Food at your doorstep? examining customer loyalty towards online food delivery applications |
| title | Food at your doorstep? examining customer loyalty towards online food delivery applications |
| title_full | Food at your doorstep? examining customer loyalty towards online food delivery applications |
| title_fullStr | Food at your doorstep? examining customer loyalty towards online food delivery applications |
| title_full_unstemmed | Food at your doorstep? examining customer loyalty towards online food delivery applications |
| title_short | Food at your doorstep? examining customer loyalty towards online food delivery applications |
| title_sort | food at your doorstep? examining customer loyalty towards online food delivery applications |
| url | http://psasir.upm.edu.my/id/eprint/115429/ http://psasir.upm.edu.my/id/eprint/115429/ http://psasir.upm.edu.my/id/eprint/115429/ http://psasir.upm.edu.my/id/eprint/115429/1/115429.pdf |