Perceived Service Quality and Customer Loyalty: A Study of Online Food Delivery Applications in Platform to Customer (P2C) Service Delivery in Sri Lanka

Abstract

This study investigates the motivation among customers to be more loyal to online food delivery applications (OFDA) services even after the COVID-19 epidemic by using perceived service quality aspects in Sri Lanka. The data were gathered by physically distributing a self-administrated questionnaire to clients in Sri Lanka who continue to use OFDA services on platform to customer (P2C) service delivery platforms to buy food despite the COVID-19 outbreak. Multiple regression is employed to analyse 287 effective observations, and the data revealed the significant positive effect of interaction, environment, outcome, and food qualities on customer loyalty to OFDA services. In fact, there is no impact from the delivery quality on customer loyalty to OFDA services due to outsourced food delivery. The findings suggest regular improvements in attributes such as interaction, environment, outcome, and food qualities in this hyper-competitive business environment. Further, this study sets substantial facts for the interested parties to establish an exemplary delivery system and other technological advancements to have a sustainable competitive advantage and solid customer base in the long run.

Citation

Dasanayaka, K.D.D.U., Rathnasiri, M.S.H., Jasinghe, D., Dewasiri, N.J., W.A.I.D., W. and Singh, N. (2024), "Perceived Service Quality and Customer Loyalty: A Study of Online Food Delivery Applications in Platform to Customer (P2C) Service Delivery in Sri Lanka", Singh, N., Kansra, P. and Gupta, S.L. (Ed.) Digital Influence on Consumer Habits: Marketing Challenges and Opportunities, Emerald Publishing Limited, Leeds, pp. 19-36. https://doi.org/10.1108/978-1-80455-342-820241002