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Discussion
Service quality and Innovation
Service quality includes economic activities that can add value and solve customer’s problems and enhance performance of the company. Service quality is focused on customers needs and consumer perception (Bungatang, & Reynel, 2021). To maintain service quality, service providers have to be innovative. Service innovation is essential for food deliveries, where company can implement or modify the processes, by adopting new technological tools to gain more competitive advantage. This means that service innovation is an effective way to increase the growth rate, profitability and customer satisfaction (Huang, & Siao, 2023).
According to (Sugiarto, & Octaviana, 2021), researchers have provided different opinions and suggestions of applying service quality tools that satisfy all dimensions of the service quality. The key dimensions of service quality are: reliability, responsiveness, assurance, empathy, and tangible. All of these dimensions ensure, customer satisfaction, as shown in chart 1:
(Source: Sugiarto, & Octaviana, 2021).
According to (Etuk etal. 2022), SERVQUAL model is a multi-dimensional model of service quality that focusses on 5 dimensions of service quality (Etuk et al. 2022). This model is proposed to fill the gaps between service provider’s actual performance and the expectations and perceptions of the customers (Pakurár et al. 2019). Hence, this model can also be linked to technological advancements to fill the gaps in service quality. According to (Siami, & Gorji, 2012), the gap model of service quality aims to fill gap in customer’s perception and actual service provides, where technological Infrastructure and advancements can be used to fill these gaps (Bitner et al. 2010). The gap model of service quality is shown in chart 2:
(Source: Bitner et al. 2010)
Therefore, technological strategies and tools are suggested to influence the service quality management, to minimize the quality gap (Bitner et al. 2010)
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