Communication key in online food-delivery quality: Study

TDT | Manama                      

The Daily Tribune – www.newsofbahrain.com

A recent study by researchers Mahmood Ali Akbar, Sayed Haytham Alawi, Shabana Faizal, and Nidhi Menon from the University of Technology Bahrain sheds light on the crucial role of communication in the quality of e-services and food in the context of online food delivery.

The study "The Role of Communication on The Quality of E-Services and Food Quality: The Case of Online Food Delivery" delves into the relationship between communication, customer loyalty, and the perceived quality of e-services and food.

The rise of online food delivery services has witnessed exponential growth, particularly in developing and emerging countries. The global COVID-19 pandemic has further accelerated this trend, emphasising the need for marketers and restaurant owners to create effective marketing strategies that enhance customer satisfaction and loyalty.

In their research, the researchers collected data from customers who frequently order food online. Using the advanced statistical analysis tool AMOS, they analysed the data to identify the impact of e-service quality and food quality on customer loyalty.

The study indicates that e-service and food quality significantly contribute to customer loyalty. The study highlights the mediating role of communication in reinforcing the positive effects of e-service quality and food quality on customer loyalty.

Effective communication is crucial to ensuring customer satisfaction and fostering long-term commitment. This research contributes to the existing body of knowledge.

It is a foundation for marketers and restaurant owners to develop strategies that improve e-service quality, food quality, and communication to enhance customer loyalty in the online food delivery industry. The research was published in a Scopus-indexed journal.