دورية أكاديمية
An investigation of online food aggregator (OFA) service: do online and offline service quality distinct?
| العنوان: | An investigation of online food aggregator (OFA) service: do online and offline service quality distinct? |
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| المؤلفون: | Yusra Yusra, Rezzy Eko Caraka, Arawati Agus, Ahmad Azmi Mohd Ariffin, Prana Ugiana Gio, Youngjo Lee, Rung Ching Chen |
| المصدر: | Serbian Journal of Management, Vol 15, Iss 2, Pp 277-294 (2020) |
| بيانات النشر: | University in Belgrade, 2020. |
| سنة النشر: | 2020 |
| المجموعة: | LCC:Management. Industrial management |
| مصطلحات موضوعية: | online service quality, offline service quality, online food aggregator, ustomer satisfaction, customer loyalty, social innovativeness, Management. Industrial management, HD28-70 |
| الوصف: | As the sharing economy has emerged, the way customer perceives the service is shifting toward a combination of offline and online. The need for the service provider to understand its nature as well as the pertinent aspects regarding its characteristics is crucial. Previous research validated the influence of perceived online and offline service quality toward customer satisfaction and loyalty. However, with the distinctive dimensions of OFA service quality, its effects on customer satisfaction and the role of social innovativeness in satisfaction and loyalty linkage remain unexplored. Hence, this study attempts to investigate these relationships using the data obtained from customers of any OFA in Malaysia. Purposive sampling was employed and 227 collected responses were analyzed using variance-based partial least square path modeling. The results confirm the direct effect of online and offline service quality on customer loyalty and full mediation role of customer satisfaction. Besides, social innovativeness is found negatively moderates customer satisfaction and loyalty relationship. Implications and contributions of the study are also discussed. |
| نوع الوثيقة: | article |
| وصف الملف: | electronic resource |
| اللغة: | English |
| تدمد: | 1452-4864 2217-7159 |
| العلاقة: | https://aseestant.ceon.rs/index.php/sjm/article/view/24761/16181Test; https://doaj.org/toc/1452-4864Test; https://doaj.org/toc/2217-7159Test |
| DOI: | 10.5937/sjm15-24761 |
| الوصول الحر: | https://doaj.org/article/91f5f615a8e34be998778185029ff250Test |
| رقم الانضمام: | edsdoj.91f5f615a8e34be998778185029ff250 |
| قاعدة البيانات: | Directory of Open Access Journals |
| تدمد: | 14524864 22177159 |
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| DOI: | 10.5937/sjm15-24761 |