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Impact of service innovation and digital supply chain capability on risk protection in supporting online foods delivery

Sing Lay Teng (Faculty of Business and Economics, University of Malaya, Kuala Lumpur, Malaysia)
Suhaiza Zailani (Faculty of Business and Economics, University of Malaya, Kuala Lumpur, Malaysia)
Muhammad Khalilur Rahman (Faculty of Entrepreneurship and Business, Universiti Malaysia Kelantan, Pengkalan Chepa, Malaysia) (Angkasa-Umk Research Academy, Universiti Malaysia Kelantan, Pengkalan Chepa, Malaysia)
Miraj Ahmed Bhuiyan (School of Economics, Guangdong University of Finance and Economics, Guangzhou, China)
Abdullah Al Mamun (UKM- Graduate School of Business, Universiti Kebangsaan Malaysia, Bangi, Malaysia)

Kybernetes

ISSN: 0368-492X

Article publication date: 30 March 2023

Issue publication date: 13 June 2024

490

Abstract

Purpose

This study has aimed to investigate the impact of service innovation capabilities (SIC), supply chain digitalization capabilities (SDC) and customer risk protection (CRP) capabilities of GrabFood on customer satisfaction. GrabFood has been chosen as a case study because GrabPay is one of the Malaysian government's digital wallet partners, and GrabFood is one of the region's leading Online Food Delivery Service (OFDS) providers.

Design/methodology/approach

A total of 410 valid responses have been gathered from the GrabFood users for data analysis using the partial least square technique.

Findings

The findings reveal that SIC, SDC and CRP of GrabFood have a highly significant influence on customer satisfaction. CRP has been found to partially mediate the relationship between SIC and customer satisfaction and the relationship between SDC and customer satisfaction.

Originality/value

OFDS providers need to consider how to minimize the potential risk to be encountered by customers in delivering services that satisfy the customers. OFDS providers must identify the gap between their capabilities and customer perception and continuously improve their service quality to mitigate the gap.

Keywords

Citation

Teng, S.L., Zailani, S., Rahman, M.K., Bhuiyan, M.A. and Mamun, A.A. (2024), "Impact of service innovation and digital supply chain capability on risk protection in supporting online foods delivery", Kybernetes, Vol. 53 No. 7, pp. 2483-2501. https://doi.org/10.1108/K-08-2022-1082

Publisher

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Emerald Publishing Limited

Copyright © 2023, Emerald Publishing Limited

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