Understanding the Influence of Hedonic and Convenience Motivation and E-Service Quality towards Customer Satisfaction in Online Food Delivery Services Among Generation Z Consumers

Abstract

This study examines the responses of Generation Z consumers toward online food delivery services. The findings suggest that e-service quality and satisfaction are the most important factors for the success of online food delivery services among Generation Z consumers. The study identified hedonic and convenience factors, privacy and security measures, information quality, perceived price, and navigation design as essential considerations for Generation Z consumers when choosing and evaluating online food delivery services. The study recommends that online food delivery services focus on improving e-service quality, satisfaction, and ease of use while considering factors such as privacy and security, information quality, and navigation design to cater to the needs and preferences of Generation Z consumers.