Abstract: This study examines the determinants of the customer ordering experience, which include customer satisfaction, website trust and loyalty. The determinants are characterised by website quality and service quality. A survey data of 235 online food ordering customers were used to test the research model using structural equation modelling. Results reveal that not only is there a positive relationship between website quality and website trust but also a significant positive relationship between service quality and customer satisfaction. Also, significant positive relationships are also found not only between customer satisfaction and website trust but also between customer satisfaction and loyalty. Finally, the study also found an unforeseen direct link between service quality and loyalty. Overall, the study revivals that operating online food ordering services successfully.
Keywords: Website trust, consumer satisfaction, loyalty, service quality, customers.
Title: Website trust, consumer satisfaction, loyalty and its effects on online food ordering services
Author: Vasanthakumar V, Arunprakash A
International Journal of Interdisciplinary Research and Innovations
ISSN 2348-1218 (print), ISSN 2348-1226 (online)
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