International Journal of Applied Business Research
Vol 2 No 01 (2020)

Customer Satisfaction toward Online Purchasing Services: Evidence from Small & Medium Restaurants

Carol Y Lu (Associate Professor, Department of International Business, Chung Yuan Christian University, Taiwan.)
Dwi Suhartanto (Professor, Department of Business Administration, Politeknik Negeri Bandung, Indonesia.)
Arie Indra Gunawan (Lecturer, Department of Business Administration, Politeknik Negeri Bandung, Indonesia.)
Brendan T Chen (Professor, Department of Leisure Industry, National Chin-Yi University of Technology, Taiwan.)



Article Info

Publish Date
01 Feb 2020

Abstract

This study examines shopper satisfaction toward an online purchasing model in small and medium restaurants (SMRs), including the quality of e-service and food, with perceived value as the determinants. For this research purpose, 392 data gathered from online restaurant shoppers in Bandung, Indonesia. This study adopts the Structural Equation Model (PLS) to evaluate shopper satisfaction relations with its determinants as well as consequences. The results uncover that both the quality of e-service and food on shopper satisfaction is essential, and disclose the partial mediation function of perceived value to assess the relationship between both qualities on shopper satisfaction. This study offers a guide to SMR managers to enhance their business performance by focusing on the quality of food, instead of focusing on both the quality of e-service and food. In terms of online service-based businesses, this research implies that the SMRs need to collaborate with reliable online platform service providers.

Copyrights © 2020






Journal Info

Abbrev

ijabr

Publisher

Subject

Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Industrial & Manufacturing Engineering Social Sciences

Description

The International Journal of Applied Business Research (IJABR), an academic journal in the field of business, published by Bandung State Polytechnic, Indonesia. This OPEN ACCESS Journal is intended to foster and stimulate the exchange of discourses on applied business research issues among ...