The Role of E-S-Qual and Food Quality on Customer Satisfaction in Online Food Delivery Service

Abstract

This study plays a role in assessing the dimensions of E-S-Qual and Food quality to improve satisfaction and
perceived value in online food delivery context (OFD). Data were collected from 405 sample of customers OFD
service in Bandung and used to assess the SEM modeling. Moreover, the data, proposed model, and hypothesis
were analyses used SmartPLS 3.0 software. This study indicates that food quality is the key aspect in assessing
OFD service. Although the role of food quality has the most crucial aspect, OFD service providers still have to
maintain their e-service quality in order to meet consumer expectations. Among E-S-Qual dimensions,
fulfilment dimension is the most contribute to increased consumer satisfaction and perceived value in OFD
service. In short, this study suggests OFD service providers to maximise food quality and fulfill customer
promises.