IDEAS home Printed from https://ideas.repec.org/a/gam/jsusta/v15y2023i2p1513-d1034008.html
   My bibliography  Save this article

Identifying How E-Service Quality Affects Perceived Usefulness of Online Reviews in Post-COVID-19 Context: A Sustainable Food Consumption Behavior Paradigm

Author

Listed:
  • Yongrong Xin

    (Business School, Jiangsu Open University, Nanjing 210036, China)

  • Muhammad Irfan

    (School of Management and Economics, Beijing Institute of Technology, Beijing 100081, China
    Center for Energy and Environmental Policy Research, Beijing Institute of Technology, Beijing 100081, China
    Department of Business Administration, ILMA University, Karachi 75190, Pakistan)

  • Bilal Ahmad

    (School of Economics and Management, North China Electric Power University, Beijing 102206, China
    Riphah School of Business and Management, Riphah International University, Lahore 54000, Pakistan)

  • Madad Ali

    (School of Economics and Management, Qujing Normal University, Qujing 655011, China
    Pakistan Studies Center, School of Ethnology, North Minzu University, Yinchuan 750021, China)

  • Lanqi Xia

    (College of Management Science, Chengdu University of Technology, Chengdu 610059, China)

Abstract

In this study, the concept of online food purchasing is explored where consumers are not required to visit markets to purchase their foods, especially during the COVID-19 pandemic. Thus, the purpose of this study is to investigate the relationship between perceived e-service quality and related customer service outcomes in online shopping context. The influence of sustainable marketing practices in terms of perceived e-service quality (ESQ), perceived usefulness of online reviews (PUO), brand self-connection (BSC), personal innovativeness (PRI), and willingness to pay for online food services (WPO) has largely been neglected in the previous studies. The present study proposes a conceptual model to fill this gap and empirically examines how ESQ affects PUO, BSC, WPO, and e-word-of-mouth (e-WOM) of food delivery service brands. An online questionnaire survey was conducted with 423 customers utilizing the PLS-SEM-based approach to determine product indicators. Empirical results reveal that ESQ significantly influence BSC and PUO. In the same vein, PUO significantly influence BSC, while BSC significantly influence e-WOM and WPO. The results further indicate that PRI moderates the relationship between ESQ and BSC. In a post-pandemic context, our analysis indicates enormous implications for food service delivery brands in emerging economies. Online food service providers should consider reviewers’ opinions about the products and services they offer and encourage their customers to write positive reviews of the products and services they offer.

Suggested Citation

  • Yongrong Xin & Muhammad Irfan & Bilal Ahmad & Madad Ali & Lanqi Xia, 2023. "Identifying How E-Service Quality Affects Perceived Usefulness of Online Reviews in Post-COVID-19 Context: A Sustainable Food Consumption Behavior Paradigm," Sustainability, MDPI, vol. 15(2), pages 1-16, January.
    • Handle: RePEc:gam:jsusta:v:15:y:2023:i:2:p:1513-:d:1034008
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2071-1050/15/2/1513/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/2071-1050/15/2/1513/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Arifa Tanveer & Shihong Zeng & Muhammad Irfan & Rui Peng, 2021. "Do Perceived Risk, Perception of Self-Efficacy, and Openness to Technology Matter for Solar PV Adoption? An Application of the Extended Theory of Planned Behavior," Energies, MDPI, vol. 14(16), pages 1-24, August.
    2. Parameshwar Ganapathi & Emad Ahmed Abu-Shanab, 2020. "Customer Satisfaction with Online Food Ordering Portals in Qatar," International Journal of E-Services and Mobile Applications (IJESMA), IGI Global, vol. 12(1), pages 57-79, January.
    3. Wang, Shanyong & Wang, Jing & Lin, Shoufu & Li, Jun, 2019. "Public perceptions and acceptance of nuclear energy in China: The role of public knowledge, perceived benefit, perceived risk and public engagement," Energy Policy, Elsevier, vol. 126(C), pages 352-360.
    4. Vanitha Swaminathan & Karen L. Page & Zeynep Grhan-Canli, 2007. ""My" Brand or "Our" Brand: The Effects of Brand Relationship Dimensions and Self-Construal on Brand Evaluations," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 34(2), pages 248-259, May.
    5. Heesup Han & Amr Al-Ansi & Xiaoting Chi & Hyungshin Baek & Kyung-Sik Lee, 2020. "Impact of Environmental CSR, Service Quality, Emotional Attachment, and Price Perception on Word-of-Mouth for Full-Service Airlines," Sustainability, MDPI, vol. 12(10), pages 1-17, May.
    6. Thakur, Rakhi, 2018. "Customer engagement and online reviews," Journal of Retailing and Consumer Services, Elsevier, vol. 41(C), pages 48-59.
    7. Muhammad Irfan & Nadeem Akhtar & Munir Ahmad & Farrukh Shahzad & Rajvikram Madurai Elavarasan & Haitao Wu & Chuxiao Yang, 2021. "Assessing Public Willingness to Wear Face Masks during the COVID-19 Pandemic: Fresh Insights from the Theory of Planned Behavior," IJERPH, MDPI, vol. 18(9), pages 1-22, April.
    8. Charlene Li & Miranda Mirosa & Phil Bremer, 2020. "Review of Online Food Delivery Platforms and their Impacts on Sustainability," Sustainability, MDPI, vol. 12(14), pages 1-17, July.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Mohd Naved Khan & Neha Gupta & Manita Matharu & Mohammad Faisal Khan, 2023. "Sustainable E-Service Quality in Tourism: Drivers Evaluation Using AHP-TOPSIS Technique," Sustainability, MDPI, vol. 15(9), pages 1-23, May.
    2. Asghar, Midhat, 2023. "Cafe Politics: How Food Service Operators Influence University Students’ Satisfaction and Dining Frequency," MPRA Paper 116759, University Library of Munich, Germany, revised 16 Mar 2023.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. ShiYong Zheng & Hua Liu & Weili Guan & Yuping Yang & JiaYing Li & Shah Fahad & Biqing Li, 2022. "Identifying Intention-Based Factors Influencing Consumers’ Willingness to Pay for Electric Vehicles: A Sustainable Consumption Paradigm," Sustainability, MDPI, vol. 14(24), pages 1-15, December.
    2. Muhammad Waqas Rana & Sufang Zhang & Shahid Ali & Iqra Hamid, 2022. "Investigating Green Financing Factors to Entice Private Sector Investment in Renewables via Digital Media: Energy Efficiency and Sustainable Development in the Post-COVID-19 Era," Sustainability, MDPI, vol. 14(20), pages 1-19, October.
    3. Bilal Ahmad & Da Liu & Mirza Huzaifa Asif & Muhammad Ashfaq & Muhammad Irfan, 2022. "Ambidextrous Leadership and Service Recovery Performance Under B2B Selling Context: An Examination Through Service Innovation Capability," SAGE Open, , vol. 12(2), pages 21582440221, May.
    4. M. Narciso, 2022. "The Unreliability of Online Review Mechanisms," Journal of Consumer Policy, Springer, vol. 45(3), pages 349-368, September.
    5. Andrea Laurent-Simpson, 2023. "COVID-19 and Masking Disparities: Qualitative Analysis of Trust on the CDC’s Facebook Page," IJERPH, MDPI, vol. 20(12), pages 1-18, June.
    6. Wu, Haitao & Ba, Ning & Ren, Siyu & Xu, Lu & Chai, Jingxia & Irfan, Muhammad & Hao, Yu & Lu, Zhi-Nan, 2022. "The impact of internet development on the health of Chinese residents: Transmission mechanisms and empirical tests," Socio-Economic Planning Sciences, Elsevier, vol. 81(C).
    7. Yi He & Qimei Chen & Dana L. Alden, 2016. "Time will tell: managing post-purchase changes in brand attitude," Journal of the Academy of Marketing Science, Springer, vol. 44(6), pages 791-805, November.
    8. Wang, Siqi & Cheah, Jun-Hwa & Lim, Xin-Jean & Leong, Yee Choy & Choo, Wei Chong, 2022. "Thanks COVID-19, I'll reconsider my purchase: Can fear appeal reduce online shopping cart abandonment?," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
    9. Thomas P. Novak & Donna L. Hoffman, 2019. "Relationship journeys in the internet of things: a new framework for understanding interactions between consumers and smart objects," Journal of the Academy of Marketing Science, Springer, vol. 47(2), pages 216-237, March.
    10. Qi, Wen-Hui & Qi, Ming-Liang & Ji, Ya-Min, 2020. "The effect path of public communication on public acceptance of nuclear energy," Energy Policy, Elsevier, vol. 144(C).
    11. Wang, Yu & Gu, Jibao & Wu, Jianlin, 2020. "Explaining local residents’ acceptance of rebuilding nuclear power plants: The roles of perceived general benefit and perceived local benefit," Energy Policy, Elsevier, vol. 140(C).
    12. Chun Yang & Jui-Che Tu & Qianling Jiang, 2020. "The Influential Factors of Consumers’ Sustainable Consumption: A Case on Electric Vehicles in China," Sustainability, MDPI, vol. 12(8), pages 1-16, April.
    13. Noor Hasmini Binti Abd Ghani & Mohammad Kashedul Wahab Tuhin, 2016. "Consumer Brand Relationships," International Review of Management and Marketing, Econjournals, vol. 6(4), pages 950-957.
    14. Tajvidi, Mina & Richard, Marie-Odile & Wang, YiChuan & Hajli, Nick, 2020. "Brand co-creation through social commerce information sharing: The role of social media," Journal of Business Research, Elsevier, vol. 121(C), pages 476-486.
    15. Shah, Sayed Kifayat & Zhongjun, Tang & Sattar, Abdul & XinHao, Zhou, 2021. "Consumer's intention to purchase 5G: Do environmental awareness, environmental knowledge and health consciousness attitude matter?," Technology in Society, Elsevier, vol. 65(C).
    16. Feng, Wenting & Tu, Rungting & Hsieh, Peishan, 2020. "Can gamification increases consumers’ engagement in fitness apps? The moderating role of commensurability of the game elements," Journal of Retailing and Consumer Services, Elsevier, vol. 57(C).
    17. Gao, Mengjia & Huang, Lin, 2021. "Quality of channel integration and customer loyalty in omnichannel retailing: The mediating role of customer engagement and relationship program receptiveness," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
    18. Wang, Fan & Gu, Jibao & Wu, Jianlin, 2020. "Perspective taking, energy policy involvement, and public acceptance of nuclear energy: Evidence from China," Energy Policy, Elsevier, vol. 145(C).
    19. Shyh-Ming Huang & Shyh-Rong Fang & Shih-Chieh Fang & Chao-Chin Huang, 2016. "The influences of brand benefits on brand loyalty: Intermediate mechanisms," Australian Journal of Management, Australian School of Business, vol. 41(1), pages 141-160, February.
    20. Agrawal, Shiv Ratan & Mittal, Divya, 2022. "Optimizing customer engagement content strategy in retail and E-tail: Available on online product review videos," Journal of Retailing and Consumer Services, Elsevier, vol. 67(C).

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:gam:jsusta:v:15:y:2023:i:2:p:1513-:d:1034008. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.