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Examining the Effect of Revenue Management on Customer Perceptions and Calculating the Service Performance Index: Food Order Application Example

Author

Listed:
  • Kübra İpek Özek

    (Department of Mechanical Engineering, Yozgat Bozok University, Yozgat 66900, Turkey)

  • Süleyman Ersöz

    (Department of Industrial Engineering, Kırıkkale University, Kırıkkale 71450, Turkey)

  • Adnan Aktepe

    (Department of Industrial Engineering, Kırıkkale University, Kırıkkale 71450, Turkey)

  • Sıla Teslim

    (Ges Engineering, Ankara 06909, Turkey)

Abstract

In this research, the target is to create a “Service Performance Index” for food order mobile applications. In order to create the index, a structural equation model is developed. Then the coefficients which are obtained from the model are used to calculate the index values. There are some revenue management practices carried out in the food sector such as “discounts when you order a meal for two” or “privileges for contracted credit card or mobile line users”. In this context, this study tried to measure whether there is a relationship between the revenue management and customer perceptions, which are e-service quality, satisfaction and word of mouth. It was realized that revenue management has a significant, positive and high-level effect on e-service quality, satisfaction and word of mouth. The index scores of participants of the questionnaire were compared according to the frequency of benefiting from revenue management applications and discount campaigns. Thus, it was revealed that the service performance index of those who always use revenue management applications is higher than those who never use them. This result contributes to businesses with an important reference in terms of food marketing strategy.

Suggested Citation

  • Kübra İpek Özek & Süleyman Ersöz & Adnan Aktepe & Sıla Teslim, 2022. "Examining the Effect of Revenue Management on Customer Perceptions and Calculating the Service Performance Index: Food Order Application Example," Sustainability, MDPI, vol. 14(21), pages 1-22, October.
    • Handle: RePEc:gam:jsusta:v:14:y:2022:i:21:p:14132-:d:957314
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    References listed on IDEAS

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    1. Ahmad Nazrul Hakimi Ibrahim & Muhamad Nazri Borhan & Mohd Haniff Osman & Faridah Hanim Khairuddin & Nur Mustakiza Zakaria, 2022. "An Empirical Study of Passengers’ Perceived Satisfaction with Monorail Service Quality: Case of Kuala Lumpur, Malaysia," Sustainability, MDPI, vol. 14(11), pages 1-17, May.
    2. Sara Mehrab Daniali & Sergey Evgenievich Barykin & Marzieh Zendehdel & Olga Vladimirovna Kalinina & Valeriia Vadimovna Kulibanova & Tatiana Robertovna Teor & Irina Anatolyevna Ilyina & Natalia Sergeev, 2022. "Exploring UTAUT Model in Mobile 4.5G Service: Moderating Social–Economic Effects of Gender and Awareness," Social Sciences, MDPI, vol. 11(5), pages 1-13, April.
    3. Jee-Won Kang & Young Namkung, 2022. "Measuring the Service Quality of Fresh Food Delivery Platforms: Development and Validation of the “Food PlatQual” Scale," Sustainability, MDPI, vol. 14(10), pages 1-19, May.
    4. Viglia, Giampaolo & De Canio, Francesca & Stoppani, Anna & Invernizzi, Anna Chiara & Cerutti, Stefania, 2021. "Adopting revenue management strategies and data sharing to cope with crises," Journal of Business Research, Elsevier, vol. 137(C), pages 336-344.
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