文章基本信息

标题：An investigation of online food aggregator (OFA) service: do online and offline service quality distinct?
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作者：Yusra Yusra ; Rezzy Eko Caraka ; Arawati Agus 等
期刊名称：Serbian Journal of Management
印刷版ISSN：1452-4864
出版年度：2020
卷号：15
期号：2
页码：277-294
DOI：10.5937/sjm15-24761
语种：English
出版社：University in Belgrade
摘要：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.