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DIAS Technology Review

The Institute has a unique distinction of publishing a bi-annual International journal DIAS Technology Review – The International Journal for Business and IT. The Editorial Board comprises of...

P-ISSN: 0972-9658 English Since 2004
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Vol. 15 No. 2 (2019)

Articles 30th Edition of DTR Oct 2018 – Mar 2019
DOI 10.65301/dias.2019.15.2.233

Service Quality and Behavioral Intention: The Mediating Effect of Satisfaction in Online Food Ordering Services

Authors
DR
Dr. Divya Mohan
DR
Dr. Nishant Kumar
Assistant Professor, Department of Management, Delhi Institute of Advanced Studies Assistant Professor, Amity School of Business, Amity University, Noida
151 Views
162 Downloads
Published 2019-03-30
Pages 29-41
Abstract

Perceived Service Quality, Customer Satisfaction and Behavioral Intention have always been of great interest for marketers. Present
study explores the interrelationships among Perceived Service Quality component (i.e. Webs it design, Reliability, Responsiveness, Trust & Personalization), Satisfaction and Behavioral Intention (i.e. Intention to revisit and recommend) for online food ordering service providers. Cross sectional survey design followed with convenience sampling was used to draw a sample of 371 respondents. The hypothesized relationships were tested with the help of Multiple Regression and the mediating effect was analyzed through Hierarchical Regression. Findings of the study propose that perceived service quality is a predecessor of customer satisfaction and satisfaction performs a mediating role between service quality and behavioral intention. Further, perceived service quality directly affects behavioral intention, inferring that the impact of service quality on behavioral intention is as essential as that of satisfaction. 

Keywords
Perceived Service Quality component, Satisfaction and Behavioral Intention.
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Dr. Divya Mohan, Dr. Nishant Kumar . (2019). Service Quality and Behavioral Intention: The Mediating Effect of Satisfaction in Online Food Ordering Services. DIAS Technology Review, 15(2), 29-41.
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