Online Food Delivery Service

Abstract

The coronavirus (COVID-19) pandemic leads to a growth in the use of online food delivery (OFD) services. To avoid getting infected with the virus, customers prefer ordering food through online applications and trusted providers than directly visiting the restaurant. The competition in the OFD service industry in Indonesia is very tough; thus, understanding consumer loyalty is important for business players. Unfortunately, loyalty modeling in the food industry seems silent. Therefore, this quantitative study examines the roles of food quality, e-service quality, and trust on customer loyalty in the context of online food delivery (OFD) services. This study used an online survey of 433 OFD service customers from Bandung City, Indonesia. The data were examined using SmartPLS software. The result shows that both food quality and e-service quality positively affect trust, and trust has a significant effect on loyalty.