Online Meal Ordering Service Quality and Delivery Speed: Opportunities for Restaurant Operators?

Weijun Liu and Wojciech J. Florkowski

Roczniki (Annals), 2021, vol. 2021, issue 4

Abstract: This study examines the importance customers attach to online meal service quality and delivery speed using data collected in 2017. The structured questionnaire probed for views on meal delivery services and socio-demographic information. The respondents participating in the survey were located in cities across 29 provinces in China. Ordered logit technique estimated equations for modeling service quality and delivery speed importance. Average meal price and food safety expectations were important to consumer perception of service quality, while payment convenience, ordered meal type, and delivery courier logo mattered to perception of delivery speed. Online order business managers should pay attention to orders with above average value, those with multiple, varied dishes, and deliveries to college dormitories. Customers ordering traditional Chinese dishes attach importance to delivery speed in contrast to those ordering barbecue. Courier appearance and display of health badges are also associated with importance attached to delivery speed.

Keywords: Food; Consumption/Nutrition/Food; Safety (search for similar items in EconPapers)
Date: 2021
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Persistent link: https://EconPapers.repec.org/RePEc:ags:paaero:324133

DOI: 10.22004/ag.econ.324133

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