Measuring the up-to-date quality of online food delivery: Formative index construction
International Journal of Contemporary Hospitality Management
; 33(12):4550-4568, 2021.
Artigo
em Inglês
| APA PsycInfo | ID: covidwho-20233961
ABSTRACT
Purpose:
This study aims to fill this paucity of knowledge by exploring and formulating a formative index to measure the up-to-date quality of online food delivery (DEQUAL). The quality measurements for online food delivery have not been well recognized and even little is known after the COVID-19 outbreak. This study fills this paucity of knowledge by exploring and formulating a formative index to measure the up-to-date quality of online food delivery (DEQUAL). Design/methodology/approach:
Owing to the explorative nature and the lack of developed quality theory under the unprecedented COVID-19 pandemic, DEQUAL is conceptualized as a formative construct. This study adopts a mixed-method approach including expert interviews and online surveys to ascertain the underlying structure of DEQUAL.Findings:
Using partial least squares structural equation modeling as the analytical method, the results support that DEQUAL is a formative construct with 32 indicators. This study provides a measurement index with robust psychometric properties to assist practitioners in evaluating DEQUAL. Research limitations/implications This study contributes a theoretical and empirical-based conceptualization of DEQUAL as a multi-dimensional construct. Supplementing the past studies which commonly applied the reflective approach, this study evinces that the formative approach is also appropriate and thence furnishes the relevance of the formative index in the service management theories. Practical implications Practitioners are suggested to apply the validated indicators for service audit and customer relationship management. By systematically monitoring and measuring the online food delivery service quality, restaurants can improve customer satisfaction and loyalty. Originality/value This study offers various insights to the service quality literature in the food delivery service context. (PsycInfo Database Record (c) 2023 APA, all rights reserved)
Service quality; Online food delivery; Formative index; COVID-19; *Consumer Satisfaction; *Electronic Commerce; *Loyalty; *Psychometrics; *Quality of Services; *Hospitality Industry; *Consumer Measures; Consumer Opinion & Attitude Testing [2229]; Consumer Attitudes & Behavior [3920]; Human; Male; Female Adulthood (18 yrs & older); Young Adulthood (18-29 yrs); Thirties (30-39 yrs); Middle Age (40-64 yrs); Hong Kong
Texto completo:
Disponível
Coleções:
Bases de dados de organismos internacionais
Base de dados:
APA PsycInfo
Tipo de estudo:
Estudo experimental
/
Estudo observacional
/
Estudo prognóstico
Idioma:
Inglês
Revista:
International Journal of Contemporary Hospitality Management
Ano de publicação:
2021
Tipo de documento:
Artigo
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