Service quality

Sociology

Business

Loyalty business model

Mediation

Value (mathematics)

Service (business)

Mathematics

Social science

Statistics

Advertising

Epistemology

Marketing

Philosophy

Customer satisfaction

Loyalty

Quality (philosophy)

Journal of Foodservice Business Research

This study assesses the direct influence of food quality and e-service quality on customer loyalty toward online food delivery (OFD) service and its indirect influence through the mediation of customer satisfaction and perceived value. This study uses a survey of 405 OFD service customers from Bandung, Indonesia. By applying variance-based partial least squares to evaluate the proposed model, this study confirms the direct effect of food quality on online loyalty, but not e-service quality. Further, this study discloses the partial mediation role of customer satisfaction and perceived value on the relationship between both food quality and e-service quality on online loyalty toward OFD services.

Loyalty toward online food delivery service: the role of e-service quality and food quality