Perceived service quality and electronic word-of-mouth on food delivery services: extended theory of planned behaviour
ISSN: 0007-070X
Article publication date: 9 January 2025
Issue publication date: 18 February 2025
Abstract
Purpose
This study proposed an extended theory of planned behaviour (TPB), that is, considering that behavioural beliefs, normative beliefs and control beliefs (beliefs) will influence perceived service quality (PSQ) on food delivery services. PSQ (behavioural intention) will influence electronic word-of-mouth (EWOM) (behaviour). In addition, exogenous variables including information from online ratings and consumer groups will affect the strength of the relationship between received service quality and EWOM on food delivery service.
Design/methodology/approach
This study aimed to investigate the mediation (PSQ) and moderation (Online ratings and consumer groups) effects on the extended TPB for Taiwanese consumers (n = 823).
Findings
This study first found a positive relationship between different beliefs and PSQ (behavioural intention). In addition, there is a positive relationship between PSQ and EWOM. Online rating has a moderating effect between PSQ and EWOM. Consumer group has a moderating relationship between PSQ and EWOM.
Originality/value
This study first found that the three stages of beliefs-intention-behaviour for consumers on food delivery service are reciprocal with two paths, starting with offline-to-online in terms of generating the positive relationship between individual belies and PSQ. Next, it can generate positive power to return online with a behaviour of EWOM. In addition, online ratings can enhance and strengthen the positive effect between PSQ and EWOM.
Keywords
Acknowledgements
Funding: This research was funded by the National Science and Technology Council, Taiwan, Republic of China (MOST 112-2813- C-032-029- H).
Citation
Liao, S.-H., Hu, D.-C. and Chen, C.-J. (2025), "Perceived service quality and electronic word-of-mouth on food delivery services: extended theory of planned behaviour", British Food Journal, Vol. 127 No. 3, pp. 1080-1097. https://doi.org/10.1108/BFJ-06-2024-0612
Publisher
:Emerald Publishing Limited
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