IDEAS home Printed from https://ideas.repec.org/a/ags/paaero/324133.html
   My bibliography  Save this article

Online Meal Ordering Service Quality And Delivery Speed: Opportunities For Restaurant Operators?

Author

Listed:
  • LIU, WEIJUN
  • FLORKOWSKI, WOJCIECH J.

Abstract

This study examines the importance customers attach to online meal service quality and delivery speed using data collected in 2017. The structured questionnaire probed for views on meal delivery services and socio-demographic information. The respondents participating in the survey were located in cities across 29 provinces in China. Ordered logit technique estimated equations for modeling service quality and delivery speed importance. Average meal price and food safety expectations were important to consumer perception of service quality, while payment convenience, ordered meal type, and delivery courier logo mattered to perception of delivery speed. Online order business managers should pay attention to orders with above average value, those with multiple, varied dishes, and deliveries to college dormitories. Customers ordering traditional Chinese dishes attach importance to delivery speed in contrast to those ordering barbecue. Courier appearance and display of health badges are also associated with importance attached to delivery speed.

Suggested Citation

  • Liu, Weijun & Florkowski, Wojciech J., 2021. "Online Meal Ordering Service Quality And Delivery Speed: Opportunities For Restaurant Operators?," Roczniki (Annals), Polish Association of Agricultural Economists and Agribusiness - Stowarzyszenie Ekonomistow Rolnictwa e Agrobiznesu (SERiA), vol. 2021(4).
    • Handle: RePEc:ags:paaero:324133
    DOI: 10.22004/ag.econ.324133
    as

    Download full text from publisher

    File URL: https://ageconsearch.umn.edu/record/324133/files/1781672.pdf
    Download Restriction: no
    File URL: https://libkey.io/10.22004/ag.econ.324133?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Pakdil, Fatma & Aydın, Özlem, 2007. "Expectations and perceptions in airline services: An analysis using weighted SERVQUAL scores," Journal of Air Transport Management, Elsevier, vol. 13(4), pages 229-237.
    2. Youfa Wang & Liang Wang & Hong Xue & Weidong Qu, 2016. "A Review of the Growth of the Fast Food Industry in China and Its Potential Impact on Obesity," IJERPH, MDPI, vol. 13(11), pages 1-16, November.
    3. Berry, Leonard L. & Parasuraman, A. & Zeithaml, Valarie A., 1988. "The service-quality puzzle," Business Horizons, Elsevier, vol. 31(5), pages 35-43.
    4. Yeo, Vincent Cheow Sern & Goh, See-Kwong & Rezaei, Sajad, 2017. "Consumer experiences, attitude and behavioral intention toward online food delivery (OFD) services," Journal of Retailing and Consumer Services, Elsevier, vol. 35(C), pages 150-162.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Xujie Hu & Chen Liu & Qiannan Zhuo & Dami Moon, 2023. "Assessing CO 2 Emissions of Online Food Delivery in Japan," Sustainability, MDPI, vol. 15(10), pages 1-17, May.
    2. Eboli, Laura & Forciniti, Carmen & Mazzulla, Gabriella, 2018. "Spatial variation of the perceived transit service quality at rail stations," Transportation Research Part A: Policy and Practice, Elsevier, vol. 114(PA), pages 67-83.
    3. Rishi Kant & Deepak Jaiswal & Suyash Mishra, 2017. "The Investigation of Service Quality Dimensions, Customer Satisfaction and Corporate Image in Indian Public Sector Banks: An Application of Structural Equation Model(SEM)," Vision, , vol. 21(1), pages 76-85, March.
    4. Law, Kris M.Y. & Breznik, Kristijan, 2018. "What do airline mission statements reveal about value and strategy?," Journal of Air Transport Management, Elsevier, vol. 70(C), pages 36-44.
    5. Ovidiu I. Moisescu & Oana A. Gica, 2014. "The Impact of Service Quality on Customer Behavioral Loyalty in the Case of Travel Agencies from Romania," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 16(Special 8), pages 1191-1191, August.
    6. Mohammad Toufiqur Rahman & Mohammad Shyfur Rahman Chowdhury & Mohammad Rokibul Kabir, 2013. "Customer Perceptions and Expectations Regarding Service Qualities in Govt. Owned Commercial Banks of Chittagong City- A Study on Janata Bank Limited, Bangladesh," International Journal of Business Research and Management (IJBRM), Computer Science Journals (CSC Journals), vol. 4(1), pages 23-31, April.
    7. Kumar, Sushant & Jain, Aarushi & Hsieh, Jung-Kuei, 2021. "Impact of apps aesthetics on revisit intentions of food delivery apps: The mediating role of pleasure and arousal," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
    8. Harshitha Urs Ajjipura Shankar & Udaya Kumara Kodipalya Nanjappa & M. D. Alsulami & Ballajja C. Prasannakumara, 2022. "A Fuzzy AHP-Fuzzy TOPSIS Urged Baseline Aid for Execution Amendment of an Online Food Delivery Affability," Mathematics, MDPI, vol. 10(16), pages 1-24, August.
    9. Kazim Sari & Abdullah Alper Sener, 2022. "Service quality and intention to recommend in low-cost and full-service airlines in Turkey," DECISION: Official Journal of the Indian Institute of Management Calcutta, Springer;Indian Institute of Management Calcutta, vol. 49(3), pages 297-309, September.
    10. Dogra, Nikhil & Adil, Mohd & Sadiq, Mohd & Dash, Ganesh & Paul, Justin, 2023. "Unraveling customer repurchase intention in OFDL context: An investigation using a hybrid technique of SEM and fsQCA," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
    11. Crivellari, Alessandro & Beinat, Euro & Caetano, Sandor & Seydoux, Arnaud & Cardoso, Thiago, 2022. "Multi-target CNN-LSTM regressor for predicting urban distribution of short-term food delivery demand," Journal of Business Research, Elsevier, vol. 144(C), pages 844-853.
    12. Daniel Martínez-Cevallos & Alejandra Proaño-Grijalva & Mario Alguacil & Daniel Duclos-Bastías & David Parra-Camacho, 2020. "Segmentation of Participants in a Sports Event Using Cluster Analysis," Sustainability, MDPI, vol. 12(14), pages 1-15, July.
    13. Chenyang Wang & Zhiping Zhen & Nan Zhao & Chenlin Zhao, 2021. "Associations between Fast-Food Restaurants Surrounding Kindergartens and Childhood Obesity: Evidence from China," IJERPH, MDPI, vol. 18(17), pages 1-15, September.
    14. Anita Ciunova-Shuleska & Nikolina Palamidovska & Marija Grishin, 2013. "An empirical assessment of service quality in the context of travel agencies in the Republic of Macedonia," Tržište/Market, Faculty of Economics and Business, University of Zagreb, vol. 25(1), pages 21-36.
    15. Chandra Mahapatra, Subas & Bellamkonda, Raja Shekhar, 2023. "Higher expectations of passengers do really sense: Development and validation a multiple scale-FliQual for air transport service quality," Journal of Retailing and Consumer Services, Elsevier, vol. 70(C).
    16. Song, Hanqun & Yang, Huijun & Ma, Emily, 2022. "Restaurants’ outdoor signs say more than you think: An enquiry from a linguistic landscape perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 68(C).
    17. Climis Raghda, 2016. "Factors Affecting Customer Retention in the Airline Industry," Journal of Management and Business Administration. Central Europe, Sciendo, vol. 24(4), pages 49-69, December.
    18. Iwona Kowalczuk & Dagmara Stangierska & Jerzy Gębski & Agnieszka Tul-Krzyszczuk & Edyta Zmudczyńska, 2021. "Digital Consumers in the Foodservices Market," Sustainability, MDPI, vol. 13(13), pages 1-18, July.
    19. Shah, Faisal Tehseen & Syed, Zaineb & Imam, Abeer & Raza, Aiman, 2020. "The impact of airline service quality on passengers’ behavioral intentions using passenger satisfaction as a mediator," Journal of Air Transport Management, Elsevier, vol. 85(C).
    20. Jingmei Xu & Li Hu & Xiaolong Guo & Xia Yan, 2020. "Online cooperation mechanism: game analysis between a restaurant and a third-party website," Journal of Revenue and Pricing Management, Palgrave Macmillan, vol. 19(1), pages 61-73, February.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ags:paaero:324133. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: AgEcon Search (email available below). General contact details of provider: https://edirc.repec.org/data/seriaea.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.