Title: Development and validation of an e-commerce service quality measurement instrument for the food and beverage industry

Authors: Ya-Yuan Chang; Chun-Hsien Lo; Ching-Chan Cheng

Addresses: Department of Hospitality Management, Ming Chuan University, No. 5 De Ming Rd., Gui Shan District, Taoyuan City, 333, Taiwan, ROC ' Department of Food and Beverage Management, Taipei University of Marine Technology, No. 212, Sec. 9, Yen Ping N., Taipei City, 111, Taiwan, ROC ' Department of Food and Beverage Management, Taipei City University of Science and Technology, No. 2, Xueyuan Rd., Beitou, Taipei City, 112, Taiwan, ROC

Abstract: It is a challenge for the food and beverage (F&B) industry to continue to maintain quality service after entering the 'cold' e-commerce market. How to accurately evaluate e-commerce service quality in the F&B industry is the primary task of creating a 'service temperature'. This study aimed to develop an e-commerce service quality measurement instrument for the F&B industry (F&B-ECS-QUAL scale) to comprehensively assess the e-commerce service quality in the F&B industry. This study constructed the F&B-ECS-QUAL scale through rigorous procedures and collected a three-stage customer questionnaire to validate its reliability and validity. The F&B-ECS-QUAL scale included system function, product preservation, experience and communication, service efficiency, customer problem solving, and marketing services dimension, a total of 35 items. The F&B-ECS-QUAL scale could not only fill the research gap in measuring the e-commerce service quality in the F&B industry but also make practical contributions to the optimisation of service quality.

Keywords: food and beverage; F&B; e-commerce; service quality; service quality scale.

DOI: 10.1504/IJMC.2026.154639

International Journal of Mobile Communications, 2026 Vol.28 No.1, pp.87 - 110

Received: 10 Aug 2024
Accepted: 10 Oct 2025
Published online: 08 Jul 2026 *

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