Table 2. Items, factor loadings,...

Table 2.

Items, factor loadings, reliability and convergent validity

Constructs and items		Factor loading	Cronbach’s α	CR	AVE
E-service quality (e-SQ) (Suhartanto et al., 2019; Ryu et al., 2012)			0.880	0.905	0.545
esq1	In the app, I can easily find what I need	0.763
esq2	The app makes it easy to get anything	0.747
esq3	The app is easy to use	0.778
esq4	Whenever I need, I can access the app	0.736
esq5	The app launches straight away	0.746
esq6	The app accurately informs the delivery time and conditions	0.748
esq7	The payment information is safe in this app	0.698
esq8	The ordered products were delivered within the estimated time	0.685
Personal aspects (PASP) (Alhelalat et al., 2017)			0.916	0.934	0.704
pas1	The delivery worker had a clean and well-kept physical appearance	0.783
pas2	The delivery worker’s clothes looked clean and tidy	0.765
pas3	The delivery worker showed friendly facial expressions	0.859
pas4	The delivery worker expressed himself in a friendly and warm way	0.889
pas5	The delivery worker expressed himself courteously and respectfully	0.849
pas6	Overall, the attitude of the delivery worker was cordial	0.881
Perceived food quality (PFQ) (Ryu et al., 2012; Namkung and Jang, 2007)			0.886	0.914	0.638
pfq1	The food was delicious	0.853
pfq2	[Brand] offered a variety of menu items	0.754
pfq3	[Brand] offered freshly prepared food	0.834
pfq4	The food was properly packed	0.779
pfq5	I received the food at the appropriate temperature	0.767
pfq6	The smell of the food was tempting	0.802
OFD satisfaction (e-SAT) (Möhlmann, 2015)			0.870	0.920	0.794
esa1	Overall, I am satisfied with the app	0.925
esa2	The last time I used the app it met my expectations	0.883
esa3	The app used represents the ideal version of an app to order food online	0.864
Restaurant brand satisfaction (BSAT) (Ryu et al., 2012)			0.907	0.941	0.843
bsa1	I am very satisfied with my overall consumption experience of [Brand]	0.916
bsa2	In general, consuming [Brand] puts me in a good mood	0.907
bsa3	I really enjoyed consuming [Brand]	0.931
Restaurant brand image (IMA) (Martínez et al., 2009)			0.876	0.906	0.617
ima1	The products and service of [Brand] have high quality	0.781
ima2	The products and service of [Brand] have better features than competitors’	0.806
ima3	[Brand] is a brand that arouses sympathy	0.813
ima4	[Brand] conveys a personality that differentiates it from competing brands	0.743
ima5	[Brand] is a brand that does not disappoint its customers	0.776
ima6	[Brand] is one of the best brands in the sector	0.794
Loyalty toward restaurant brand (LOY) (Martínez et al., 2009)			0.831	0.922	0.856
loy1	I consider myself to be loyal to [Brand]	0.928
loy2	[Brand] would be my first choice	0.922
Overall previous brand image (PBI) (Chang and Liu, 2009)
pbi1	Before ordering the food through the app, the overall image that I had about [Brand] was fine

Constructs and items		Factor loading	Cronbach’s α	CR	AVE
E-service quality (e-SQ) (Suhartanto et al., 2019; Ryu et al., 2012)			0.880	0.905	0.545
esq1	In the app, I can easily find what I need	0.763
esq2	The app makes it easy to get anything	0.747
esq3	The app is easy to use	0.778
esq4	Whenever I need, I can access the app	0.736
esq5	The app launches straight away	0.746
esq6	The app accurately informs the delivery time and conditions	0.748
esq7	The payment information is safe in this app	0.698
esq8	The ordered products were delivered within the estimated time	0.685
Personal aspects (PASP) (Alhelalat et al., 2017)			0.916	0.934	0.704
pas1	The delivery worker had a clean and well-kept physical appearance	0.783
pas2	The delivery worker’s clothes looked clean and tidy	0.765
pas3	The delivery worker showed friendly facial expressions	0.859
pas4	The delivery worker expressed himself in a friendly and warm way	0.889
pas5	The delivery worker expressed himself courteously and respectfully	0.849
pas6	Overall, the attitude of the delivery worker was cordial	0.881
Perceived food quality (PFQ) (Ryu et al., 2012; Namkung and Jang, 2007)			0.886	0.914	0.638
pfq1	The food was delicious	0.853
pfq2	[Brand] offered a variety of menu items	0.754
pfq3	[Brand] offered freshly prepared food	0.834
pfq4	The food was properly packed	0.779
pfq5	I received the food at the appropriate temperature	0.767
pfq6	The smell of the food was tempting	0.802
OFD satisfaction (e-SAT) (Möhlmann, 2015)			0.870	0.920	0.794
esa1	Overall, I am satisfied with the app	0.925
esa2	The last time I used the app it met my expectations	0.883
esa3	The app used represents the ideal version of an app to order food online	0.864
Restaurant brand satisfaction (BSAT) (Ryu et al., 2012)			0.907	0.941	0.843
bsa1	I am very satisfied with my overall consumption experience of [Brand]	0.916
bsa2	In general, consuming [Brand] puts me in a good mood	0.907
bsa3	I really enjoyed consuming [Brand]	0.931
Restaurant brand image (IMA) (Martínez et al., 2009)			0.876	0.906	0.617
ima1	The products and service of [Brand] have high quality	0.781
ima2	The products and service of [Brand] have better features than competitors’	0.806
ima3	[Brand] is a brand that arouses sympathy	0.813
ima4	[Brand] conveys a personality that differentiates it from competing brands	0.743
ima5	[Brand] is a brand that does not disappoint its customers	0.776
ima6	[Brand] is one of the best brands in the sector	0.794
Loyalty toward restaurant brand (LOY) (Martínez et al., 2009)			0.831	0.922	0.856
loy1	I consider myself to be loyal to [Brand]	0.928
loy2	[Brand] would be my first choice	0.922
Overall previous brand image (PBI) (Chang and Liu, 2009)
pbi1	Before ordering the food through the app, the overall image that I had about [Brand] was fine

Source: Authors’ own creation

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