E-SERVICE QUALITY AND STUDENT LOYALTY: A STUDY OF ONLINE FOOD DELIVERY SERVICES AT UNIVERSITI ISLAM MELAKA (UNIMEL)

Maryam Mohd Esa, Suhailah Ibrahim, Nurul Liyana Hussin, Norhazanah Miskan, Nurain Nabilah Mior Saifulrizal

Abstract


This study explores how the quality of online food delivery (OFD) services specifically efficiency, system availability, and privacy and security have a relationship towards the loyalty of students at Universiti Islam Melaka (UNIMEL). A total of 80 students from the Faculty of Business, Hospitality and Technology (FPHT) took part in the survey. Data were analyzed using IBM SPSS software through descriptive and correlation analyses. The results show that all three aspects of OFD service quality efficiency, system availability and privacy and security are significantly linked to students’ loyalty towards food delivery services in UNIMEL.

Keywords: E-service quality, customer loyalty, efficiency, system availability, privacy and security, food delivery company


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