Mapping Online Food Delivery Servicevis-a- vis Customer Satisfaction and Behavioural Intention: A Bibliometric Analysis
DOI:
https://doi.org/10.31674/ijrtbt.2025.v09i04.001Abstract
Introduction: This study explores the progression of research on online food delivery (OFD) services and their impact on customer satisfaction and behavioral intentions, using bibliometric analysis. Methods: A total of 524 publications indexed in the Scopus database, published between 1996 and January 2025, were analyzed to identify research trends in this domain. The analysis examined various categories, including scientific productivity, total citations, most cited articles, authors, journals, leading institutions, country contributions, co-citations, and thematic mapping. Results: The year 2020 emerged as the most prolific in terms of publications. The most influential institutions were Boston College (US) and Florida State University (US). The United States was the most productive country, contributing 111 publications. The study also identified the top ten most prolific journals in the field, ranked by ABDC, SJR, H-index, and citation scores, along with five thematic clusters. Conclusion: The study visualizes the research patterns, thematic evolution, and influential contributions in the fields of OFD, customer satisfaction, and behavioral intention. It answers five research questions outlined at the outset and provides valuable insights for service providers, policymakers, and practitioners aiming to enhance customer satisfaction and overall experience in OFD services. Limitations: The analysis was limited to the Scopus database and employed only VOSviewer and Biblioshiny software. Future studies could expand the scope by including multiple databases, broader timeframes, and alternative analytical tools. Originality/Value: This paper provides an in-depth examination of OFD services in relation to customer satisfaction and behavioral intentions—an area that has received limited scholarly attention. It also offers practical and theoretical implications for advancing research in this domain.
Keywords:
Behavioral Intention, Bibliometric Analysis, Customer Satisfaction, Online Food Delivery Service, Thematic ClusteringDownloads
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