Purpose

Drawing on the mSERVQUAL model and spillover theory, this study aims to examine the mechanism through which food-ordering mobile app service quality influences users’ mobile app satisfaction, food satisfaction and repurchase intentions.

Design/methodology/approach

Online surveys were completed by 1,000 customers who used a food-ordering mobile app to order fast food on the day they completed the online survey. Structural equation modelling was then used to examine the proposed mechanism.

Findings

Results showed that the effects of food-ordering mobile app service quality on customer satisfaction (i.e. mobile app satisfaction and food satisfaction) and repurchase intention varied widely across service quality dimensions. Mobile app service quality had significant spillover effects on food satisfaction and repurchase intention.

Practical implications

Online food-delivery platforms should find the results insightful to better design their food-ordering mobile app. The findings can also assist restaurateurs and mobile payment companies with supporting the whole online food delivery process.

Originality/value

Rather than examining online food delivery service quality based on the service delivery process in the during-consumption stage or the service outcomes in the post-consumption stage, this study focused on the service quality in the pre-consumption stage to highlight the important role of online food delivery mobile apps. From a longitudinal perspective, this study drew on the associate network theory to explain the spillover effect of mobile app satisfaction in the pre-consumption stage on food satisfaction in the during-consumption stage and repurchase intention in the post-consumption stage.

中文翻译：

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在线食品配送移动应用程序的服务质量：移动应用程序满意度溢出效应的检验

目的

本研究借鉴mSERVQUAL模型和溢出理论，旨在探讨订餐移动应用程序服务质量影响用户移动应用程序满意度、食品满意度和重复购买意愿的机制。

设计/方法论/途径

1,000 名顾客完成了在线调查，他们在完成在线调查的当天使用订餐移动应用程序订购了快餐。然后使用结构方程模型来检查所提出的机制。

发现

结果表明，订餐移动应用程序服务质量对客户满意度（即移动应用程序满意度和食品满意度）和重复购买意愿的影响在不同服务质量维度上存在很大差异。移动应用服务质量对食品满意度和重复购买意愿具有显着的溢出效应。

实际影响

在线食品配送平台应该发现这些结果具有洞察力，以便更好地设计其食品订购移动应用程序。研究结果还可以帮助餐馆老板和移动支付公司支持整个在线食品配送流程。

原创性/价值

本研究不是根据消费中阶段的服务提供过程或消费后阶段的服务结果来考察在线外卖服务质量，而是着眼于消费前阶段的服务质量，以凸显在线外卖服务的重要作用。在线食品配送移动应用程序。本研究从纵向角度出发，利用关联网络理论解释了消费前阶段移动应用满意度对消费期间食品满意度和消费后阶段重复购买意愿的溢出效应。