CUSTOMER LOYALTY TOWARDS ONLINE FOOD DELIVERY SERVICES AMIDST PANDEMIC. ANTECEDENT OF DELIGHT

      Аннотация: This study was conducted to explain the quality factors that influenced customer loyalty to online food delivery throughout the pandemic. During the worldwide pandemic COVID-19, the benefits of online food delivery (OFD) were clear, as it provided customers with access to prepared meals while also assisting food providers to remain operational. The questionnaire was adopted and modified from Suhartanto et al (2020). A modified questionnaire with six factors, namely food quality, commitment, hospitality, services, loyalty, and customer delight, was used to guide the evaluation and help customers understand the online food delivery (OFD) service. The report’s sample size included 278 genuine respondents. According to the findings, customer loyalty differs depending on the quality of Online Food Delivery services is essential in determining customer loyalty since it has a strong direct influence on whether customers would repurchase and recommend the OFD in the future. Furthermore, OFD traits were found to be a predictor of client loyalty since they have a substantial link as well as impacts. Customers’ loyalty rises when Online Food Delivery Attributes improve.

Ключевые слова: Online Food Delivery (OFD) Service quality, Food Quality, Commitment, Services, customer loyalty