Main Article Content
The life pattern of people in modern society has changed due to the advancement in information and telecommunication technology. Wide use of mobile internet and applications is one of the major drivers for online food order and delivery service industry. This research investigates the decision factors affecting the selection of food delivery service providers by using analytical hierarchy process. It has been founded that availability of service providers, accuracy of order, innovation of services, and service people’s attitude are the key influential decision factors. It is recommended that food delivery service providers should not only maintain the key service performance standards but also implement more innovative services. Example of innovative tool in delivery service is also suggested.
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
I and co-author(s) certify that articles of this proposal had not yet been published and is not in the process of publication in journals or other published sources. I and co-author accept the rules of the manuscript consideration. Both agree that the editors have the right to consider and make recommendations to the appropriate source. With this rights offering articles that have been published to Panyapiwat Institute of Management. If there is a claim of copyright infringement on the part of the text or graphics that appear in the article. I and co-author(s) agree on sole responsibility.
Collins, A., Henchion, M. & O’Reilly, P. (2001). Logistics customer service: performance of Irish food exporters. International Journal of Retail & Distribution Management, 29(1), 6-15.
Ding, J. F., Shyu, W. H., Yeh, C. T., Ting, P. H., Ting, C. T., Lin, C. P., Chou, C. C. & Wu, S. S. (2016). Assessing customer value for express service providers: An empirical study from shippers’ perspective in Taiwan. Journal of Air Transport Management, 55, 203-212.
Gemmel, P., Van Looy, B. & Van Dierdonck, R. (2013). Service Management – An Integrated Approach (3rd ed.). New York: Pearson Education.
Ghajargar, M., Zenezini, G. & Montanaro, T. (2016). Home delivery services: innovations and emerging needs. IFAC-PapersOnLine, 46(12), 1371-1376.
Giones, F. & Brem, A. (2017). From toys to tools: The co-evolution of technological and entrepreneurial developments in the drone industry. Business Horizons, 60(6), 875-884.
Gürcan, Ö. F., Yazıcı, İ., Beyca, Ö. F., Arslan, Ç. Y. & Eldemir, F. (2016). Third Party Logistics (3PL) Provider Selection with AHP Application. Procedia - Social and Behavioral Sciences, 235, 226-234.
Kanovská, L. & Tomášková, E. (2015). Trends in Customer Services and Interfunctional Coordination by Manufacturers. 20th International Scientific Conference Economics and Management - 2015 (ICEM-2015). Kaunas, Lithuania: The KMedu Hub.
Kisperska-Moroñ, D. (2005). Logistics customer service levels in Poland: Changes between 1993 and 2001. International Journal of Production Economics, 93-94, 121-128.
Lan, S., Zhang, H., Zhong, R. Y. & Huang, G. Q. (2016). A customer satisfaction evaluation model for logistics services using fuzzy analytic hierarchy process. Industrial Management & Data Systems, 116(5), 1024-1042.
Limbourg, S., Giang, H. T. Q. & Cools, M. (2016). Logistics Service Quality: The Case of Da Nang City.
Sustainable Development of Civil, Urban and Transportation Engineering Conference 2016. Vietnam: Ton Duc Thang University, Ho Chi Minh City.
Lin, Y. & Pekkarinen, S. (2011). QFD-based modular logistics service design. Journal of Business & Industrial Marketing, 26(5), 344-356.
McFarlane, D., Giannikas, V. & Lu, W. (2016). Intelligent logistics: Involving the customer. Computers in Industry, 81, 105-115.
Melović, B., Mitrović, S., Djokaj, A. & Vatin, N. (2015). Logistics in the Function of Customer Service – Relevance for the Engineering Management. International Scientific Conference Urban Civil Engineering and Municipal Facilities, SPbUCEMF-2015. Russia: St. Petersburg.
Olivares, V., Cordova, F., Sepúlveda, J. M. & Derpich, I. (2015). Modeling Internal Logistics by Using Drones on the Stage of Assembly of Products. Procedia Computer Science, 55, 1240-1249.
Peng, J. (2012). Selection of Logistics Outsourcing Service Suppliers Based on AHP” Energy Procedia, 17, 595-601.
Ramanathan, R. (2010). The moderating roles of risk and efficiency on the relationship between logistics performance and customer loyalty in e-commerce. Transportation Research Part E, 46, 950-962.
Ryu, H. S. & Lee, J. N. (2018). Understanding the role of technology in service innovation: Comparison of three theoretical perspectives. Information & Management, 55(3), 294-307.
Saaty, T. L. (1980). The analytic hierarchy process. New York: McGraw-Hill.
Schumann, J. H., Wünderlich, N. V. & Wangenheim, F. (2012). Technology mediation in service delivery: A new typology and an agenda for managers and academics. Technovation, 32(2), 133-143.
Tracey, M. (1998). The Importance of Logistics Efficiency to Customer Service and Firm Performance. The International Journal of Logistics Management, 9(2), 65-81.
Xu, X., Munson, C. L. & Zeng, S. (2017). The impact of e-service offerings on the demand of online customers. International Journal of Production Economics, 184, 231-244.
Yeo, V. C. S., Goh, S. K. & Rezaei, S. (2017). Consumer experiences, attitude and behavioral intention toward online food delivery (OFD) services. Journal of Retailing and Consumer Services, 35, 150-162.
Yu, J., Subramanian, N., Ning, K. & Edwards, D. (2015). Product delivery service provider selection and customer satisfaction in the era of internet of things: A Chinese e-retailers’ perspective. International Journal of Production Economics, 159, 104-116.