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- Tác giả: Trần Hạnh Nguyên
- Thông tin XB: TP. HCM: Trường Đại học Ngoại thương, 2026
- Mô tả vật lý: 161 p.
- Tóm tắt: This study validates a research model analyzing how Delivery Service Quality (DSQ) dimensions influence customer loyalty on online food delivery platforms in Ho Chi Minh City. The results confirm that DSQ significantly impacts loyalty primarily through the strong mediating role of customer satisfaction, with "assurance" identifying as the most influential factor followed by reliability and empathy. Interestingly, while satisfaction is a critical driver, customer trust was found to have no significant ...
- Từ khóa: Customer Loyalty; Customer Satisfaction; Delivery Service Quality (DSQ); Online Food Delivery
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