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Measuring Service Quality of Food Delivery Apps -SITEQUAL


Sudhanshu Pattnaik
Abstract

Delivering quality services and meeting customer’s expectation is a challenge nowadays. Food delivery applications like Uber eats, Zomato, Swiggy etc. are the basic applications available for both IOS and android that brings food from one corner to your doorstep in a nominal amount. Service quality is the quality of services a company is offering to its clients for their better satisfaction and goodwill. It assesses how effectively the company meets client’s expectations. The paper aims at measuring the service quality of food delivery app with help of the instrument Sitequal developed by Yoo & Naveen 2001. It was found that all the three variables namely ease of use, aesthetic design and processing speed were found to be significant for measuring service quality and delivers satisfaction. Out of the three aesthetic designs found to be having low significance in measuring the service quality. Further ease of use has a relevance which is vital determinant of measuring service quality and the most important determinant is the processing speed which has been proved as the most vital dimension of measuring service quality when food delivery app are concerned.

Volume 11 | 10-Special Issue

Pages: 419-423

DOI: 10.5373/JARDCS/V11SP10/20192824