Meeting Online Customers’ Expectations: How Do e-Service Quality and e-Reputation Impact Restaurant e-Customer Satisfaction?

Abstract

Restaurants need to have a strong awareness of e-customer perception and a dedication to continuous improvement to succeed in the digital environment. Thus, conducting a thorough analysis of the digital elements affecting e-customer satisfaction is crucial. This study utilises the expectation-confirmation theory to investigate how e-service quality and e-reputation management affect restaurant e-customer satisfaction. A questionnaire was used to collect information from Egyptian restaurant customers. Structural equation modelling analysed the relationships between the identified constructs. The findings indicate that e-customer satisfaction is positively influenced by e-service quality and e-reputation dimensions, except locality information and brand characteristics. This study expands the application of expectation confirmation theory to online restaurant interactions. By identifying key touchpoints that influence e-customer satisfaction, this research empowers restaurants to map customer journeys. These insights can then be leveraged to develop targeted online marketing and service strategies, ultimately optimising the restaurant's online presence and driving success in the digital marketplace.

Keywords

• : e-customer satisfaction
• e-service quality
• e-reputation management
• expectation confirmation theory
• online restaurant interactions
• structural equation modelling