Analysis of satisfaction and loyalty drivers to food drive-through[Analyse des déterminants de la satisfaction et de la fidélité au drive alimentaire]

This study, involving a sample of 298 drive-through (DT) users, aims to identify the key variables of the DT service likely to contribute to customer satisfaction and increase loyalty (purchase frequency) to favor its adoption. Its particularity is to attempt a simultaneous measurement of the influence of assortment, the website functional quality/the quality of staff reception at the withdrawal terminals and reputation on satisfaction and purchase frequency at the drive through. Similarly, it measures the mediating role of user trust as well as the moderating role of waiting time and COVID 19 in the adoption of drives. The results show that service variables such as the website functional quality/the quality of staff reception at the withdrawal terminals, reputation and assortment significantly influence the behavior of DT users. Similarly, trust plays a partial mediation in the relationship between the above-mentioned variables and user behavior (purchase frequency and satisfaction). Finally, the website functional quality/the quality of staff reception at the withdrawal terminals, reputation, assortment and trust have a significant impact on satisfaction, which in turn significantly influence the frequency of DT purchases. The effects of Covid-19 are not significant, which is an unexpected result.