Conceptualising the customer Off-premise Dining Experience (OPDineX) scale: A focus on O2O Third-party Food Delivery Services

Abstract

This thesis developed an off-premise dining experience (OPDineX) scale by applying a mixed methods approach in identifying salient attributes of the customer journey in third-party food delivery services. The developed scale evaluates their effects on customer satisfaction and repurchase intentions in Singapore and Australia. In addition, it identifies crucial customer segments and market-specific drivers, offers insights for enhancing customer loyalty, and strategically positions businesses in the competitive food delivery landscape.