The purpose of the study is to study the e-service quality of food delivery apps. The e-service quality model which is developed by the research Parusuraman is used for the study. The e-service quality dimensions used for the study are Perceived Value, Efficiency, Compensation, Fulfillment, Loyalty Intention and System Availability. The Chennai city is the research location taken for the study. The survey method is used in this study to collect the primary data. The online questionnaire is the method used to collect the data. The sample size 195 is taken for the study. The collected data is processed with AMOS 20 and SPSS 20 software. The statistical tools used for the study is percentage analysis, t-test, correlation analysis, reliability test, validity test, regression analysis, structural equation modeling. The study gives the result of, the e-service quality dimensions Efficiency, Fulfillment, System Availability, Compensation significantly impacting perceived value. The Privacy dimension does not have an impact on Perceived Value. Also the dimension Perceived Value significantly impacting Loyalty Intention. The study suggest that online food delivery apps should concentrate on error free transactions and page responsiveness error.
Volume 12 | Issue 4
Pages: 425-435
DOI: 10.5373/JARDCS/V12I4/20201456