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. 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).
    3. 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.
    4. 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.
    5. 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).
    6. 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).
    7. 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.
    8. Yu-Ping Wei, 2021. "The Effect of Food Safety-Related Attributes on Customer Satisfaction of Ready-to-Eat Foods at Hypermarkets," Sustainability, MDPI, vol. 13(19), pages 1-11, September.
    9. Burlea-Schiopoiu, Adriana & Puiu, Silvia & Dinu, Adina, 2022. "The impact of food delivery applications on Romanian consumers’ behaviour during the COVID-19 pandemic," Socio-Economic Planning Sciences, Elsevier, vol. 82(PA).
    10. Daniel Belanche & Luis V. Casaló & Carlos Flavián & Alfredo Pérez-Rueda, 2021. "The role of customers in the gig economy: how perceptions of working conditions and service quality influence the use and recommendation of food delivery services," Service Business, Springer;Pan-Pacific Business Association, vol. 15(1), pages 45-75, March.
    11. Correa, Juan C. & Garzón, Wilmer & Brooker, Phillip & Sakarkar, Gopal & Carranza, Steven A. & Yunado, Leidy & Rincón, Alejandro, 2019. "Evaluation of collaborative consumption of food delivery services through web mining techniques," Journal of Retailing and Consumer Services, Elsevier, vol. 46(C), pages 45-50.
    12. Yuyang Zhao & Fernando Bacao, 2021. "How Does Gender Moderate Customer Intention of Shopping via Live-Streaming Apps during the COVID-19 Pandemic Lockdown Period?," IJERPH, MDPI, vol. 18(24), pages 1-24, December.
    13. Washington Macías-Rendón & Katia Rodríguez-Morales & Holger Raúl Barriga-Medina, 2021. "COVID-19 lockdown and the satisfaction with online food delivery providers," Estudios Gerenciales, Universidad Icesi, vol. 37(159), pages 200-209, June.
    14. Yalcin Kavus, Bahar & Gulum Tas, Pelin & Ayyildiz, Ertugrul & Taskin, Alev, 2022. "A three-level framework to evaluate airline service quality based on interval valued neutrosophic AHP considering the new dimensions," Journal of Air Transport Management, Elsevier, vol. 99(C).
    15. Shahzad, Khuram & Zhang, Qingyu & Zafar, Abaid Ullah & Ashfaq, Muhammad & Rehman, Shafique Ur, 2023. "The role of blockchain-enabled traceability, task technology fit, and user self-efficacy in mobile food delivery applications," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
    16. Cailan Lindsay Feingold & Abbas Smiley, 2022. "Healthy Sleep Every Day Keeps the Doctor Away," IJERPH, MDPI, vol. 19(17), pages 1-35, August.
    17. Ding, Ye & Nayga Jr, Rodolfo M. & Zeng, Yinchu & Yang, Wei & Arielle Snell, Heather, 2022. "Consumers’ valuation of a live video feed in restaurant kitchens for online food delivery service," Food Policy, Elsevier, vol. 112(C).
    18. Chen Wei & Sobhan Asian & Gurdal Ertek & Zhi-Hua Hu, 2020. "Location-based pricing and channel selection in a supply chain: a case study from the food retail industry," Annals of Operations Research, Springer, vol. 291(1), pages 959-984, August.
    19. Fan Cheong & Rob Law, 2022. "Will Macau’s Restaurants Survive or Thrive after Entering the O2O Food Delivery Platform in the COVID-19 Pandemic?," IJERPH, MDPI, vol. 19(9), pages 1-19, April.
    20. Seung-hye Jung & Joon-ho Kim & Ha-na Cho & Hae-won Lee & Hyun-ju Choi, 2021. "Brand Personality of Korean Dance and Sustainable Behavioral Intention of Global Consumers in Four Countries: Focusing on the Technological Acceptance Model," Sustainability, MDPI, vol. 13(20), pages 1-19, October.

    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.