Cover Image

Impact of service innovation and digital supply chain capability on risk protection in supporting online foods delivery

PurposeThis study has aimed to investigate the impact of service innovation capabilities (SIC), supply chain digitalization capabilities (SDC) and customer risk protection (CRP) capabilities of GrabFood on customer satisfaction. GrabFood has been chosen as a case study because GrabPay is one of the...

Full description

Saved in:
Bibliographic Details
Main Authors: Teng, Sing Lay, Zailani, Suhaiza, Rahman, Muhammad Khalilur, Bhuiyan, Miraj Ahmed, Al Mamun, Abdullah
Format: Article
Published: Emerald Group Publishing Ltd 2024
Subjects:
Business
Online Access:http://eprints.um.edu.my/46063/
Tags: Add Tag
No Tags, Be the first to tag this record!
id my.um.eprints.46063
record_format eprints
spelling my.um.eprints.460632024-07-17T02:06:30Z http://eprints.um.edu.my/46063/ Impact of service innovation and digital supply chain capability on risk protection in supporting online foods delivery Teng, Sing Lay Zailani, Suhaiza Rahman, Muhammad Khalilur Bhuiyan, Miraj Ahmed Al Mamun, Abdullah Business PurposeThis study has aimed to investigate the impact of service innovation capabilities (SIC), supply chain digitalization capabilities (SDC) and customer risk protection (CRP) capabilities of GrabFood on customer satisfaction. GrabFood has been chosen as a case study because GrabPay is one of the Malaysian government's digital wallet partners, and GrabFood is one of the region's leading Online Food Delivery Service (OFDS) providers.Design/methodology/approachA total of 410 valid responses have been gathered from the GrabFood users for data analysis using the partial least square technique.FindingsThe findings reveal that SIC, SDC and CRP of GrabFood have a highly significant influence on customer satisfaction. CRP has been found to partially mediate the relationship between SIC and customer satisfaction and the relationship between SDC and customer satisfaction.Originality/valueOFDS providers need to consider how to minimize the potential risk to be encountered by customers in delivering services that satisfy the customers. OFDS providers must identify the gap between their capabilities and customer perception and continuously improve their service quality to mitigate the gap. Emerald Group Publishing Ltd 2024-06 Article PeerReviewed Teng, Sing Lay and Zailani, Suhaiza and Rahman, Muhammad Khalilur and Bhuiyan, Miraj Ahmed and Al Mamun, Abdullah (2024) Impact of service innovation and digital supply chain capability on risk protection in supporting online foods delivery. Kybernetes, 53 (7). pp. 2483-2501. ISSN 0368-492X, DOI https://doi.org/10.1108/K-08-2022-1082 <https://doi.org/10.1108/K-08-2022-1082>. 10.1108/K-08-2022-1082
institution Universiti Malaya
building UM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Malaya
content_source UM Research Repository
url_provider http://eprints.um.edu.my/
topic Business
spellingShingle Business
Teng, Sing Lay
Zailani, Suhaiza
Rahman, Muhammad Khalilur
Bhuiyan, Miraj Ahmed
Al Mamun, Abdullah
Impact of service innovation and digital supply chain capability on risk protection in supporting online foods delivery
description PurposeThis study has aimed to investigate the impact of service innovation capabilities (SIC), supply chain digitalization capabilities (SDC) and customer risk protection (CRP) capabilities of GrabFood on customer satisfaction. GrabFood has been chosen as a case study because GrabPay is one of the Malaysian government's digital wallet partners, and GrabFood is one of the region's leading Online Food Delivery Service (OFDS) providers.Design/methodology/approachA total of 410 valid responses have been gathered from the GrabFood users for data analysis using the partial least square technique.FindingsThe findings reveal that SIC, SDC and CRP of GrabFood have a highly significant influence on customer satisfaction. CRP has been found to partially mediate the relationship between SIC and customer satisfaction and the relationship between SDC and customer satisfaction.Originality/valueOFDS providers need to consider how to minimize the potential risk to be encountered by customers in delivering services that satisfy the customers. OFDS providers must identify the gap between their capabilities and customer perception and continuously improve their service quality to mitigate the gap.
format Article
author Teng, Sing Lay
Zailani, Suhaiza
Rahman, Muhammad Khalilur
Bhuiyan, Miraj Ahmed
Al Mamun, Abdullah
author_facet Teng, Sing Lay
Zailani, Suhaiza
Rahman, Muhammad Khalilur
Bhuiyan, Miraj Ahmed
Al Mamun, Abdullah
author_sort Teng, Sing Lay
title Impact of service innovation and digital supply chain capability on risk protection in supporting online foods delivery
title_short Impact of service innovation and digital supply chain capability on risk protection in supporting online foods delivery
title_full Impact of service innovation and digital supply chain capability on risk protection in supporting online foods delivery
title_fullStr Impact of service innovation and digital supply chain capability on risk protection in supporting online foods delivery
title_full_unstemmed Impact of service innovation and digital supply chain capability on risk protection in supporting online foods delivery
title_sort impact of service innovation and digital supply chain capability on risk protection in supporting online foods delivery
publisher Emerald Group Publishing Ltd
publishDate 2024
url http://eprints.um.edu.my/46063/
_version_ 1805881184072237056
score 13.211869

Similar Items