Title: Unearthing the impact of service quality on customer satisfaction and purchase intention in online meal delivery services

Authors: Narinder Kaur; Shamily Jaggi; Harvinder Singh

Addresses: Mittal School of Business, Lovely Professional University, Punjab, India ' Mittal School of Business, Lovely Professional University, Punjab, India ' PCJ School of Management, Maharaja Agrasen University, Himachal Pradesh, India

Abstract: This research aims to increase awareness regarding the elements that affect service quality and how they affect the overall quality of service, customer satisfaction, and purchase intentions. The goal is to pinpoint the essential elements in determining how customers perceive and interact with a certain service. This investigation is based on prior work on the quality of service in online meal delivery services. The six service quality attributes framework that is most useful for predicting consumer behaviour is the subject of this study. With various e-service quality features, the outcome is anticipated to increase awareness about varied national cultures. The multiple regression technique was utilised to evaluate the research framework using data gathered from a survey of 313 online meal delivery services in Delhi-NCR. The investigation shows that security, dependability, assurance, application design, and food quality and hygiene greatly impact e-service quality. Traceability does not greatly affect e-service quality. Customer satisfaction, e-service quality, and purchase intention are significantly correlated. To guarantee measurement works across all service industries, future studies should include these criteria. Another online company may need a different scale. Future studies may use focus groups and interviews.

Keywords: online meal; delivery services; purchase intention; customer satisfaction; e-service quality; consumer behaviour; restaurant business; service industries.

DOI: 10.1504/IJEF.2025.145255

International Journal of Electronic Finance, 2025 Vol.14 No.2, pp.194 - 213

Received: 07 Mar 2023
Accepted: 04 Jul 2023
Published online: 31 Mar 2025 *

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