Subliminal contributions of service quality dimensions to customer satisfaction in food delivery businesses

Show simple item record Eresia-Eke, Chukuakadibia E. Pretorius, E.M. (Elizabeth) Korkie, L.H. (Louis) Pretorius, Marilee 2021-03-01T14:22:29Z 2021-03-01T14:22:29Z 2020
dc.description.abstract Food delivery businesses have been influenced by technology, challenging time schedules and changing lifestyles in society. As a result, a sizeable portion of the population, sometimes orders meals for consumption at locations other than in restaurants where the meals have been prepared. Food delivery businesses act as agents to make this possible and by so doing, the quality of the service provided by food delivery businesses can affect the customer’s satisfaction with the food and possibly, the restaurants. This dilates the ramifications of poor service quality by food delivery businesses, for the broad hospitality sector. Yet, the extent to which service quality dimensions correlate with customer satisfaction in food delivery businesses in South Africa remains largely unexplored. Consequently, this study seeks to fill this gap by adopting a quantitative research methodology that employed a regression analysis technique to examine the study’s data. Findings indicate that the service quality dimensions of tangibles, assurance and empathy demonstrate statistically significant relationships with customer satisfaction. On this premise, food delivery businesses are therefore encouraged to prioritise performance improvements along these dimensions to aid the pursuit of higher levels of customer satisfaction. en_ZA
dc.description.department Business Management en_ZA
dc.description.librarian pm2021 en_ZA
dc.description.uri en_ZA
dc.identifier.citation Eresia-Eke, C.E., Pretorius, E.M., Korkie, L.H. & Pretorius, M. (2020). Subliminal Contributions of Service Quality Dimensions to Customer Satisfaction in Food Delivery Businesses. African Journal of Hospitality, Tourism and Leisure, 9(4):655-668. DOI: en_ZA
dc.identifier.issn 2223-814X (online)
dc.identifier.other 10.46222/ajhtl.19770720-43
dc.language.iso en en_ZA
dc.publisher Africa Journals en_ZA
dc.rights © 2020 AJHTL /Author/s- Open Access-Online@http// en_ZA
dc.subject Stakeholders service en_ZA
dc.subject Quality en_ZA
dc.subject Customer en_ZA
dc.subject Satisfaction en_ZA
dc.subject Food delivery en_ZA
dc.title Subliminal contributions of service quality dimensions to customer satisfaction in food delivery businesses en_ZA
dc.type Article en_ZA

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