The Role of E-Service Quality in Enhancing User Satisfaction and Driving Customer Loyalty in Food Delivery Applications

Abstract

Purpose:

The purpose of this study is to evaluate the role of e-service quality in enhancing user satisfaction and driving customer loyalty in food delivery applications by examining key dimensions of e-service quality. The study also explores the impact of e-service quality on user satisfaction and user loyalty. The results of this study will enhance comprehension of effective approaches for enhancing user experiences underneath the fiercely competitive food delivery services sector.

Design/Methodology/Approach:

Structural Equation Model was used in the study with the focus to evaluate the role of e-service quality in enhancing user satisfaction and driving customer loyalty. The current study used a deductive approach using quantitative data.

Findings:

The study found e-service quality is reflected through efficiency, fulfilment, reliability, responsiveness and security. It is also seen that e-service quality influences user satisfaction, and user satisfaction influences user loyalty

Societal Benefits:

Enhancing e-service quality can lead to more efficient, reliable, and satisfying food delivery services, improving daily life convenience for users. Satisfied customers contribute to the growth of food delivery businesses which can lead to job creation and support to the local economy. Improved e-service processes can promote eco-friendly practices such as minimizing packaging waste, reducing delivery emissions, and encouraging sustainable consumption habits. Enhancing service quality can bridge the digital gap, ensuring a broader section of society, including remote or underserved communities, benefits from accessible and reliable food delivery services.

Originality/Values:

There are many studies conducted on factors reflecting E-service quality However very few studies have been conducted concerning Food Delivery Applications(FDAs). Also, this study will analyze impact of E-service quality on Users satisfaction & Loyalty