Academy of Marketing Studies Journal (Print ISSN: 1095-6298; Online ISSN: 1528-2678)


Service Quality Satisfaction and Behavioural Intention: Mediation and Interaction Analysis in Electronic Food Ordering Services

Author(s): Dr. J K Sharma and Dr. Nishant Kumar

This study formulated and tested a model for consumer’s behavioural intention based on perceived service quality with satisfaction as mediator and gender as moderator. Cross sectional survey design was used to draw sample of 370 online food ordering consumers. Perceived E-Service Quality was measured through Website Design, Reliability, Trust and Behavioural Intention was measured through consumer’s intention to revisit & recommend. The analytical findings showed that the perceived e-service quality constructs had significant effect on Customer Satisfaction & Behavioural Intention. Customer Satisfaction partially mediates the influence of Website Design, Reliability Trust on Behavioural Intention. Result also indicates that gender based difference exists regarding perception of service quality and its influence on satisfaction. Outcome of study are valuable for online marketing managers and academicians interested in online research.