Customer satisfaction in the pet food subscription-based online services

Diogo Lima, Ricardo F. Ramos and Pedro Miguel Oliveira ()
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Diogo Lima: Instituto Politécnico de Coimbra, Escola Superior de Educação de Coimbra, Rua Dom João III – Solum
Ricardo F. Ramos: Instituto Politécnico de Coimbra, Escola Superior de Tecnologia e Gestão de Oliveira do Hospital
Pedro Miguel Oliveira: ISCTE – Instituto Universitário de Lisboa, Business Research Unit (BRU-IUL)

Electronic Commerce Research, 2024, vol. 24, issue 2, No 3, 745-769

Abstract: Abstract Pet food subscription-based online services (SOS) fulfill the demand for pet food that fits pets’ characteristics and health necessities. The present research explores the antecedents of pet food SOS customer satisfaction and its effect on continuance intention, positively moderated by price. 28,786 online reviews from 10 pet food SOS brands were collected from Trustpilot to generate a term-frequency matrix through text mining techniques and used as an input to construct a structural equation model. Results suggest that e-service quality (E-SQ), perceived healthfulness, ingredients and nutritional composition, and packaging positively influence customer satisfaction, subsequently predicting continuance intention. In turn, price was not confirmed as a positive moderating factor in the relationship between customer satisfaction and continuance intention.

Keywords: Pet food; Subscription-based online services; E-service quality; Customer satisfaction; Continuance intention (search for similar items in EconPapers)
Date: 2024
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DOI: 10.1007/s10660-024-09807-8

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