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Open Access
Article
Publication date: 4 February 2021

Puneet Kaur, Amandeep Dhir, Shalini Talwar and Karminder Ghuman

The theory of consumption values (TCV) has successfully explained much consumer choice behavior, but few studies have investigated the values that drive food-delivery application

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Abstract

Purpose

The theory of consumption values (TCV) has successfully explained much consumer choice behavior, but few studies have investigated the values that drive food-delivery application (FDA) use. This study aims to bridge this gap by extending the TCV to the FDA context to examine food consumption-related values and interpreting and rechristening generic consumption values to adapt the TCV to the FDA context.

Design/methodology/approach

An explorative mixed-method research approach was taken to conduct focus group discussions with 20 target users to develop the questionnaire and then administer it for a cross-sectional survey (pen and pencil) to FDA users aged 22–65 years; 423 complete responses so received were analyzed using structural equation modeling.

Findings

The findings show that epistemic value (“visibility”) is the chief driver of purchase intentions toward FDAs, followed by conditional (“affordances”), price (part of functional value) and social value (“prestige”). Food-safety concerns and health consciousness (proposed as part of functional value) did not share any statistically significant association with purchase intentions toward FDAs.

Research limitations/implications

The findings of this study are insightful for FDA service providers competing for higher shares in the market by helping them understand ways to influence consumer choices and purchase intentions.

Originality/value

It is the first study that combines FDAs 2014 an online service that it is attracting a lot of investment 2014and TCV which has continued to be one of the most relevant theories of consumer behavior. It extends the TCV by adapting it to the FDA context with food-consumption-related values. Thus, it adds to the relatively scant literature on FDAs on the whole which is essential, as FDAs represent the business model of new economy, i.e. online-to-offline (O2O). Finally, this study formulates a conceptual framework that may serve as the basis of future research.

Details

International Journal of Contemporary Hospitality Management, vol. 33 no. 4
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 21 April 2023

Meenal Arora, Jaya Gupta and Amit Mittal

This study aims to provide insight into consumer behavior regarding the use of food delivery apps when making purchases. To investigate the primary elements affecting users'…

Abstract

Purpose

This study aims to provide insight into consumer behavior regarding the use of food delivery apps when making purchases. To investigate the primary elements affecting users' intentions to use meal delivery applications, this study suggests an extension to the technology acceptance model through some contextual variable such as “various food choices (VFC),” “trust (TRR),” “perception of COVID-19-related risks (PCR)” and “convenience (CONV)” during the pandemic.

Design/methodology/approach

A cross-sectional data of 407 was collected in the Indian context. This research adopts the covariance-based structural modeling approach to test the hypotheses along with hierarchical regression to predict the efficiency of constructs.

Findings

Considering the outcomes, “perceived usefulness (PU)” was positively influenced by “perceived ease of use (PEOU),” “VFC” and “CONV.” In addition, the attitude (ATT) was positively impacted by “PU,” “TRR” and “PEOU.” Nevertheless, “PCR” negatively influenced ATT. In additional, this research illustrates the positive impact of ATT and PU on behavioral intention to use.

Originality/value

By confirming the technology acceptance model's capacity for explanation in relation to food delivery apps, this study adds to the body of knowledge. The primary focus of this study is on determining the direct impact of the identified determinants on the adoption of food delivery applications within the context of a pandemic situation in developing countries.

Details

Global Knowledge, Memory and Communication, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2514-9342

Keywords

Article
Publication date: 16 December 2020

Puneet Kaur, Amandeep Dhir, Arghya Ray, Pradip Kumar Bala and Ashraf Khalil

The current study tries to better understand the resistance toward food delivery applications (FDAs). This study has adapted the existing criteria to measure different consumer…

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Abstract

Purpose

The current study tries to better understand the resistance toward food delivery applications (FDAs). This study has adapted the existing criteria to measure different consumer barriers toward FDAs. It also examined the relationships between various consumer barriers, intention to use FDAs and word-of-mouth (WOM).

Design/methodology/approach

This study utilized the innovation resistance theory (IRT) and a mixed-method approach comprised of qualitative essays submitted by 125 respondents and primary surveys (N = 366) of FDA users.

Findings

Tradition barrier (trust) shared a negative association with use intention, while image barrier (poor customer service) shared a negative association with WOM. The intention to use was positively associated with WOM. Additionally, the study results reveal that image barrier (poor customer experience) and value barrier (poor quality control) were, in fact, positively related to WOM. This study also discusses the managerial and theoretical implications of these findings and the scope for further research on FDAs.

Originality/value

FDAs have revolutionized the food delivery industry and made it more comfortable and convenient for the consumers. However, FDA service providers are facing challenges from both customers and restaurants. Although scholars investigated customer behavior toward FDAs, no prior study has focused on consumer barriers toward FDA usage.

Details

Journal of Enterprise Information Management, vol. 34 no. 6
Type: Research Article
ISSN: 1741-0398

Keywords

Article
Publication date: 7 December 2021

Shiang-Lih Chen McCain, Jeffrey Lolli, Emma Liu and Li-Chun Lin

The study aims to analyze guest comments on the Uber Eats food delivery app (FDA) in the USA during the April–June 2020 COVID-19 pandemic lockdown period. Three aspects…

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Abstract

Purpose

The study aims to analyze guest comments on the Uber Eats food delivery app (FDA) in the USA during the April–June 2020 COVID-19 pandemic lockdown period. Three aspects influencing customer satisfaction with the FDA were evaluated in this study: (1) performance on the app, (2) product quality and (3) service quality.

Design/methodology/approach

One thousand customer comments posted on the Uber Eats Google Play app from April 1 to June 30, 2020 were analyzed in this study. The text mining technique was applied to discover the hidden, but meaningful patterns from the unstructured text. Content analysis was applied to systematically analyze the text into organized categories and themes.

Findings

Among the three dimensions evaluated in this study, the most important dimension regarding customers' perceptions toward the FDA was the service quality dimension (40.02%), followed by the FDA's performance dimension (39.43%) and the product quality dimension (20.54%) was least important. Additionally, customers' perceptions towards the three dimensions were all unfavorable and there were more negative comments than the positive comments: FDAs (P/N = 0.728), product quality (P/N = 0.60) and service quality (P/N = 0.865).

Originality/value

Previous studies investigating FDAs assessed solely the performance of the app. However, customers' experience of a food delivery service is comprised of multiple components including the app, the restaurant and the delivery driver. To fill the void, this study evaluated a third-party app performance, product quality and service quality to capture the totality of customers' food delivery service experience.

Details

British Food Journal, vol. 124 no. 10
Type: Research Article
ISSN: 0007-070X

Keywords

Article
Publication date: 10 February 2023

Trieu Nguyen, Echo Huang and Dung Minh Nguyen

The outbreak of the COVID-19 pandemic has led to the pervasiveness of food delivery apps (FDAs) and the increased scholars’ attention for the topic of FDA continuance usage…

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Abstract

Purpose

The outbreak of the COVID-19 pandemic has led to the pervasiveness of food delivery apps (FDAs) and the increased scholars’ attention for the topic of FDA continuance usage intention. However, the limited understanding about possible segments of FDA users has hindered food retailers from providing FDAs with a personalized manner, which impairs the effectiveness of marketing strategies. Thus, this study aims to first explore key antecedents of users’ continuance intention toward FDAs and then segment and profile Taiwanese users based on the identified antecedents of FDA continuance intention and demographics.

Design/methodology/approach

An online survey was implemented to collect responses from FDA users in Taiwan. With a response rate of 82.4%, the final sample of 326 respondents (average age = 28.3; female = 54.9%) was analyzed by using two techniques of structural equation modeling (SEM) and cluster analysis.

Findings

The results indicate six antecedents of users’ continuance usage intention towards FDAs, including information quality, system quality, information quality, perceived usefulness, perceived enjoyment and satisfaction. Additionally, three distinct clusters of FDA users are successfully identified, labeled as “value sensitive users”, “time-sensitive users” and “security sensitive users”.

Originality/value

This study is one of the pioneers that explores the possible segments in FDA market, which helps FDA providers and food retailers develop more focused and appropriate strategies to encourage users to continue using FDAs. Our findings contribute to building an optimized version of “FDA Tech” that becomes an omni-channel solution to serve the increased home-delivery needs in the new normal era.

Details

International Journal of Retail & Distribution Management, vol. 51 no. 5
Type: Research Article
ISSN: 0959-0552

Keywords

Open Access
Article
Publication date: 28 July 2023

Moh. Wahyudin, Chih-Cheng Chen, Henry Yuliando, Najihatul Mujahidah and Kune-Muh Tsai

The food industry is continuously developing its online services called food delivery applications (FDAs). This study aims to evaluate FDA's importance–performance and identify…

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Abstract

Purpose

The food industry is continuously developing its online services called food delivery applications (FDAs). This study aims to evaluate FDA's importance–performance and identify strategies to maximize its potential gains from a business partner's perspective.

Design/methodology/approach

Data are collected from 208 FDA partners in Indonesia. Importance–performance analysis (IPA) is applied to evaluate the FDA feature and extended the theory of potential gain in customer value (PGCV) to achieve potential gains from FDA business partners.

Findings

This study provides a clear and measurable direction for future research to develop FDA performance. Owning customer data, revenue sharing and competitive advantage are the most potential gains from joining the FDA from the business partner perspective.

Research limitations/implications

The respondents are restaurants from the micro, small, and medium enterprises levels. Further research should involve middle to upper level restaurants to discover all business partners' perceptions. This will be very helpful for FDA providers interested in improving the best performance for all their partners.

Practical implications

FDA providers must focus on improving and maintaining the features of owning customer data, revenue sharing, competitive advantage, stable terms and conditions, customer interface, building customer loyalty, online presence, user credit rating, promotion and offers, delivery service and sales enhancement to increase consumer satisfaction and meet the expectations desired by business partners.

Originality/value

This research provides a meaningful theoretical foundation for future work. It extends the theory of PGCV using the value of a partner perspective as a substitute for customer value; hence, the authors call it a potential gain in partner value.

Details

British Food Journal, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0007-070X

Keywords

Article
Publication date: 17 July 2023

Xin Liu, Xin-Jean Lim, Jun-Hwa Cheah, Siew Imm Ng and Norazlyn Kamal Basha

This study empirically investigated the different attributes (i.e. convenience, online reviews, online ratings, visual appeal and various food choices) of food delivery

Abstract

Purpose

This study empirically investigated the different attributes (i.e. convenience, online reviews, online ratings, visual appeal and various food choices) of food delivery applications (FDAs) that impacted customers' perceived benefits, satisfaction and loyalty. Price consciousness was positioned as the moderator while customer satisfaction was positioned as the mediator.

Design/methodology/approach

Utilizing the purposive sampling technique, 360 useable respondents were gathered from existing FDAs' customers in China. Partial least squares structural equation modelling (PLS-SEM) was employed to verify the interrelationships among variables.

Findings

The results confirmed the significant impact of four FDA attributes (i.e. convenience, online ratings, visual appeal and various food choices) on perceived benefits. Customer satisfaction positively influenced loyalty. Moreover, the mediating role of customer satisfaction and the moderating role of price consciousness were confirmed.

Practical implications

FDA operators should engage in providing more benefits to stimulate satisfaction and loyalty among customers. Promotion discounts remain a key factor in enhancing the satisfaction and loyalty of price-conscious customers.

Originality/value

This study extends the applicability of the stimulus–organism–response (SOR) framework and enriches FDA literature by assessing the external stimuli, organisms and moderating factors that trigger customer loyalty.

Details

British Food Journal, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0007-070X

Keywords

Article
Publication date: 27 February 2023

Kenneth Shiu Pong Ng, Jiru Zhang, Jose Weng Chou Wong and Kennis Kaiqi Luo

Food delivery apps (FDAs), as a well-known technology, have been widely adopted by restaurants and customers. Different from existing studies in this field that mainly focused on…

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Abstract

Purpose

Food delivery apps (FDAs), as a well-known technology, have been widely adopted by restaurants and customers. Different from existing studies in this field that mainly focused on the technical (internal) parts, the study aims to introduce a new framework by linking up technical (internal) factors and service-related (external) factors in the context of FDAs. This study also empirically analyzes a comprehensive model that identifies the impacts of internal and external factors in FDAs on the continuous use intention.

Design/methodology/approach

This study proposes a comprehensive model integrating internal and external factors with a sample of 498 respondents who had ordered or purchased food through delivery apps for the partial least squares structural equation modeling (PLS-SEM) analysis.

Findings

The results of the study show that time-saving is the most significant factor on customers' perceptions, and various food choices and usefulness have also direct positive impacts on perceived value and satisfaction. In addition, perceived value shows a stronger effect than satisfaction on customers' continuous usage.

Originality/value

These findings provide a new perspective on FDAs, which not only simplify the elements of FDAs but also classify internal and external factors to foster the theoretical and practical development. Ultimately, the model proposed and validated in this study can serve as the basis for future FDAs and other service apps development.

Details

British Food Journal, vol. 125 no. 8
Type: Research Article
ISSN: 0007-070X

Keywords

Article
Publication date: 20 October 2023

Sandeep Goyal, Sumedha Chauhan, Yuvraj Gajpal and Amit Kumar Bhardwaj

A food delivery app (FDA) is a technological advancement connecting restaurants and consumers, making it possible to deliver food home conveniently. The current study seeks to…

Abstract

Purpose

A food delivery app (FDA) is a technological advancement connecting restaurants and consumers, making it possible to deliver food home conveniently. The current study seeks to identify the factors affecting consumers' continuance intention and sharing intention toward the FDA in the USA and Canada using an integrated framework built using trust transfer theory and a variety of constructs.

Design/methodology/approach

The authors collected data/inputs from 476 respondents in the USA and Canada who had used FDAs in the past and analyzed them using the structural equation modeling technique.

Findings

The results indicate that trust in FDA, trust in the user community and commitment affect continuance intention and sharing intention. Interestingly, trust in the seller does not influence commitment, continuance intention and sharing intention. Additionally, the trust disposition and reputation of the FDA play an important role in building trust in FDA.

Research limitations/implications

The present study combines the trust transfer theory with various important constructs such as commitment, trust disposition and reputation of the FDA to build an integrated framework to elucidate the continuance intention and sharing intention toward FDAs.

Practical implications

This study facilitates the FDA providers to understand how trust disposition, the reputation of the FDA and trust in the Internet build trust among FDA consumers. The study also helps them to fine-tune their trust-building strategy by considering several trust targets. It further enables them to appreciate how commitment results in continuance intention and sharing intention toward FDA.

Originality/value

It is an original study investigating the role of various constructs and trust transfer theory in shaping the consumers' continuance intention and sharing intention toward the FDA.

Details

Journal of Enterprise Information Management, vol. 36 no. 6
Type: Research Article
ISSN: 1741-0398

Keywords

Content available
Article
Publication date: 15 January 2024

Xuan Tai Mai, Thu Thi Trinh and Chris Ryan

Food delivery apps (FDAs) have rapidly developed due to mobile technologies, changes in modern consumption and increased online use during the COVID-19 pandemic. Despite this, the…

Abstract

Purpose

Food delivery apps (FDAs) have rapidly developed due to mobile technologies, changes in modern consumption and increased online use during the COVID-19 pandemic. Despite this, the platforms are struggling to build a stable customer base and make a profit. This study combined tech-driven motivators in an information system success model (ISSM) and emotional attachment operated by affect transfer theory (ATT) to explain why people might continue to use an FDA.

Design/methodology/approach

An online quantitative cross-sectional survey was carried out via the Prolific platform. Data were collected from 416 FDA users and analyzed to test the hypotheses using the partial least squares based structural equation modeling.

Findings

The study found that system quality, information quality and emotional attachment directly influence the continued use of FDA. Moreover, the results suggest that perceived social interactivity and perceived playfulness are significant antecedents of emotional attachment.

Research limitations/implications

The findings of this study enrich the current literature on continuance intention in online food delivery services by integrating the technology- and affective-based factors. The findings also provide various practical implications for app designers and marketers to foster an emotional bond with users, resulting in high retention rate.

Originality/value

The study proposes the integrated framework of ISSM and ATT for enhancing understanding of consumer behaviors in the post-adoption stage for FDA.

Details

Journal of Hospitality and Tourism Insights, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2514-9792

Keywords

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