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...

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Main Authors:	Kedah, Zulkarnain, Ismail, Yusof, Haque, A. K. M. Ahasanul, Ahmed, Selim
Format:	Article
Language:	English
Published:	Malaysian Institute of Management 2015
Subjects:	HF5410 Marketing. Distribution of products
Online Access:	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

id	iium-48550
recordtype	eprints
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
repository_type	Digital Repository
institution_category	Local University
institution	International Islamic University Malaysia
building	IIUM Repository
collection	Online Access
language	English
topic	HF5410 Marketing. Distribution of products
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
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.
format	Article
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
title	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_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_sort	key success factors of online food ordering services: an empirical study
publisher	Malaysian Institute of Management
publishDate	2015
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
first_indexed	2023-09-18T21:08:51Z
last_indexed	2023-09-18T21:08:51Z
_version_	1777411116169691136

Key success factors of online food ordering services: an empirical study

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