Measuring the Service Quality of Fresh Food Delivery Platforms: Development and Validation of the “Food PlatQual” Scale

ABSTRACT

This research conducted three studies to develop a scale for measuring the service quality of fresh food delivery platforms. In Study 1, the scale development stage, a total of 55 items were generated via literature reviews, text mining, and expert interviews. In Study 2, the preliminary assessment stage, the first consumer survey (n = 550) was conducted to purify and refine the items derived from Study 1 using exploratory factor analysis (EFA) and confirmatory factor analysis (CFA). Lastly, in Study 3, the second consumer survey (n = 570) was carried out to validate the scale using CFA. Ultimately, Food PlatQual scale, consisting of 25 items with seven dimensions “information quality”, “price”, “product assortment”, “problem resolution”, “delivery quality”, “ease of use”, and “trendiness”. The current study is expected to offer a theoretical basis for future research as well as offer useful managerial implications for sustainable fresh food delivery platform services.