Linking digital platforms' service dimensions to customers' purchase

Abstract

Purpose

This paper aims to identify the dimensions of digital platforms' services quality and their impact on customers' purchase intent based on customer experience.

Design/methodology/approach

The research has a mixed method. Qualitative data is gathered by using of systematic literature review and Delphi method and quantitative data is gathered through survey of 412 experts from three well-known restaurant industry platforms. These restaurant digital platforms were Snapfood, Changal and Chelivery.

Findings

The results indicate the effect of platforms' service quality dimensions on customer hedonic and cognitive experiences. Also, the results indicate that the platforms' customers attach different priority to the various dimensions of platforms' services quality which are platform services' ease of use, platform information quality, services and products quality, platform customers interaction, platform design, platform response speed, platform services' trustiness, platform services' security and platform responsibility. Finally, the results showed that all of these dimensions have positive impact on customers' purchase intent based on their experiences.

Originality/value

The development of digital service platforms despite being new, has recently great progress, but, many dimensions of digital platforms' services quality have been not well-known yet. The present research has cleared the subject.

Citation

Saberian, F., Amirshahi, M., Ebrahimi, M. and Nazemi, A. (2020), "Linking digital platforms' service dimensions to customers' purchase", The Bottom Line, Vol. 33 No. 4, pp. 315-335. https://doi.org/10.1108/BL-01-2020-0001