Jul 30th, 1:45 PM - 2:45 PM


Recipients' Perception of Service Quality, Satisfaction and their Behavioral Intention in Home-delivered Meal Program


This study was conducted to evaluate the recipients’ perception of service quality, satisfaction, and behavioral intention in home delivery program. Using structural equation modeling, this paper shows that food quality and volunteer’s attitude stimuli that enhance satisfaction. Results also suggest that satisfaction mediate the relationship between food quality and behavioral intentions. The results are theoretically and practically meaningful because they address the relationships among three types of perceived quality (food, kindness, and responsiveness), satisfaction, and behavioral intentions in the meals-on-wheels program.