Author

  • Noor Rita Mohamad Khan

    • Faculty of Business and Management, Universiti Teknologi MARA (UiTM) Puncak Alam, Malaysia
    • Malaysia

  • Muhammad Azman Ibrahim

    • Faculty of Business and Management, Universiti Teknologi MARA (UiTM) Puncak Alam, Malaysia
    • Malaysia

  • Rafiatul Adlin Mohd Ruslan

    • Faculty of Business and Management, Universiti Teknologi MARA (UiTM) Puncak Alam, Malaysia
    • Malaysia

  • Nor Harlina Abd Hamid

    • Faculty of Business and Management, Universiti Teknologi MARA (UiTM) Puncak Alam, Malaysia
    • Malaysia

  • Mohamad Fariz Abdullah

    • Faculty of Business and Management, Universiti Teknologi MARA (UiTM) Puncak Alam, Malaysia
    • Malaysia

Abstract

The outbreak of the COVID-19 pandemic in 2020 had a profound impact on the food service industry, forcing many restaurants and eateries to pivot towards online food delivery (OFD) services to survive. This shift, driven by restrictions on dining-in, has persisted even as dine-in services resumed, positioning OFD as an integral part of restaurant operations. This paper explores the impact of service quality in OFD, proposing a conceptual framework that links service quality dimensions—such as delivery speed, order accuracy, customer service, and platform usability—to the customer’s repurchase intention of food from the restaurant via its OFD services. By addressing these dimensions, restaurants can enhance customer satisfaction, leading to improved financial outcomes. This study aims to provide actionable insights for restaurant operators and contribute to the existing literature on service quality within the OFD sector.

Keywords

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How to Cite

Mohamad Khan, N. R., Ibrahim, M. A., Mohd Ruslan, R. A., Abd Hamid, N. H., & Abdullah, M. F. (2024). The Impact of Restaurant’s Online Food Delivery (OFD) Service Quality on Customers’ Repurchase Intention: A Conceptual Framework. Information Management and Business Review, 16(3S(I)a), 963-971. https://doi.org/10.22610/imbr.v16i3S(I)a.4183

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Copyright (c) 2024 Noor Rita Mohamad Khan, Muhammad Azman Ibrahim, Rafiatul Adlin Mohd Ruslan, Nor Harlina Abd Hamid, Mohamad Fariz Abdullah (Author)

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Research Paper

Published in

Vol. 16 No. 3S(I)a (2024) Supply Chain Resilience, Islamic Finance & Micro-Influence View issue contents

Published

2024-10-27

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