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Measuring the Service Quality of Fresh Food Delivery Platforms: Development and Validation of the “Food PlatQual” Scale

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  • Jee-Won Kang

    (College of Hotel & Tourism Management, Kyung Hee University, 26 Kyungheedae-ro, Dongdaemun-gu, Seoul 02447, Korea)

  • Young Namkung

    (College of Hotel & Tourism Management, Kyung Hee University, 26 Kyungheedae-ro, Dongdaemun-gu, Seoul 02447, Korea)

Abstract

This research conducted three studies to develop a scale for measuring the service quality of fresh food delivery platforms. In Study 1, the scale development stage, a total of 55 items were generated via literature reviews, text mining, and expert interviews. In Study 2, the preliminary assessment stage, the first consumer survey ( n = 550) was conducted to purify and refine the items derived from Study 1 using exploratory factor analysis (EFA) and confirmatory factor analysis (CFA). Lastly, in Study 3, the second consumer survey ( n = 570) was carried out to validate the scale using CFA. Ultimately, Food PlatQual scale, consisting of 25 items with seven dimensions: “information quality”, “price”, “product assortment”, “problem resolution”, “delivery quality”, “ease of use”, and “trendiness”. The current study is expected to offer a theoretical basis for future research as well as offer useful managerial implications for sustainable fresh food delivery platform services.

Suggested Citation

  • 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.
    • Handle: RePEc:gam:jsusta:v:14:y:2022:i:10:p:5940-:d:815145
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    2. 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.

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