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1 – 10 of 21Adnan Muhammad Shah, Xiangbin Yan and Abdul Qayyum
The purpose of this paper is to develop a model to examine how different technological and cognitive cues related to mobile food ordering applications (MFOAs) impact diners'…
Abstract
Purpose
The purpose of this paper is to develop a model to examine how different technological and cognitive cues related to mobile food ordering applications (MFOAs) impact diners' intentions to use MFOAs continuously. The moderating role of national household demographics was also assessed in the online-to-offline (O2O) food delivery services (FDS) context.
Design/methodology/approach
Drawing insights from the uses and gratification (U&G) theory, an online sample survey of 968 valid respondents who had ordered or purchased food through delivery apps during the COVID-19 outbreak in China was used for the analysis. The proposed model was empirically tested using structural equation modeling.
Findings
The results revealed that cues in MFOAs (i.e. ease of use, convenience, price saving orientation, the listing of various food choices, exploring restaurant patterns, and compatibility) directly influenced diners' e-satisfaction and that intention to use continuously is triggered by e-satisfaction during the COVID-19 crisis. Moreover, this study found that collectivist household diners emphasized ease of use, convenience, and compatibility. Comparatively, individualistic household diners placed more importance upon price saving orientation and listing of various food choices during the pandemic.
Originality/value
The authors offer a new insight into customers' dining choices by extending the scope of O2O services in the food industry. The findings contribute to understanding diners' purchase decision-making processes regarding MFOAs' O2O-FDS during the COVID-19 crisis. The multi-group comparison via national household demographics also provides a new perspective regarding different dining preferences toward O2O-FDS.
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Md. Al Amin, Md. Shamsul Arefin, Nayeema Sultana, Md. Rakibul Islam, Israt Jahan and Ayeasha Akhtar
This study was designed to specifically explore confirmation and perceived usefulness associated with mobile food ordering apps (MFOAs) in consideration of their impacts upon…
Abstract
Purpose
This study was designed to specifically explore confirmation and perceived usefulness associated with mobile food ordering apps (MFOAs) in consideration of their impacts upon attitudes, satisfaction and intention to continuously use.
Design/methodology/approach
The research utilized the convenience sampling to gather data from 250 respondents having prior experience with MFOAs during COVID-19 pandemic period in Bangladesh. The Structural Equation Modeling technique was applied to analyze the data using SmartPLS 3 software.
Findings
This study's results showed that customers' perceived confirmation and usefulness were significant in determining their dinning attitudes. Besides, customers' dining attitudes were positively related to e-satisfaction. Finally, the customers’ continuance intention to use MFOAs was significantly influenced by their e-satisfaction.
Research limitations/implications
Restaurants managers should focus on online sales through MFOAs during the pandemic period since social distancing is a key strategy to manage COVID-19. Customers should be assured that the safety measures are undertaken while delivering the food.
Originality/value
This study incorporated the expectation-confirmation theory and technology acceptance model and tested it in the context of MFOAs.
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Beybala Timur, Yasin Emre Oğuz and Veysel Yilmaz
Mobile food ordering apps (MFOAs) became more popular, thanks to social distancing regulations during the COVID-19 outbreak. People started to order food using these apps more…
Abstract
Purpose
Mobile food ordering apps (MFOAs) became more popular, thanks to social distancing regulations during the COVID-19 outbreak. People started to order food using these apps more than usual. As customers seem happy to use these apps, there is always a risk of spreading infection. These facts inevitably shape customer intentions. Therefore, this study aims to empirically assess the MFOA user dining attitudes (DA), e-satisfaction (ES) and continuance intention (CI) regarding the perceived risk (PR) during the COVID-19 pandemic in Türkiye.
Design/methodology/approach
This study used structural equation modelling (SEM) in the expectation confirmation theory and technology acceptance model. Data collection instruments were derived from existing literature, and 625 questionnaires were collected via online surveys. The data collection instrument consisted of eight parts that aimed to gather information about participants’ demographics, expectation confirmation, perceived ease of use, perceived usefulness, ES, PR and CI.
Findings
Results showed significant relationships between ES, DA, PR and CI. The most remarkable finding is that while ES influences customers to reuse MFOAs, PR causes a decrease in CI.
Originality/value
This study model broadened the existing MFOA study models by adding risk factors. Also, it made a valuable contribution to emerging MFOA literature both in Türkiye and the world.
研究目的
由于 Covid-19 爆发期间的社交距离规定, 移动订餐应用程序 (MFOA) 变得更受欢迎。 人们开始比平时更多地使用这些应用程序点餐。由于客户似乎很乐意使用这些应用程序, 因此始终存在传播感染的风险。这些事实不可避免地会影响客户的使用意愿。因此, 本研究旨在实证评估 MFOA 用户在 Turkiye Covid-19 大流行期间对感知风险的用餐态度、电子满意度和持续意图。
研究设计/方法/途径
该研究在预期确认理论和技术接受模型中使用了 SEM。 数据收集工具来自现有文献, 通过在线调查收集了 625 份问卷。 数据收集工具由 8 个部分组成, 旨在收集有关参与者的人口统计信息、期望确认、感知易用性、感知有用性、电子满意度、感知风险和持续意图的信息。
研究发现
结果显示电子满意度、用餐态度、感知风险和持续意愿之间存在显着关系。 最显着的发现是, 虽然电子满意度会影响客户重复使用 MFOA, 但感知到的风险会导致持续意愿下降。
研究原创性/价值
该研究模型通过添加风险因素拓宽了现有的 MFOA 研究模型。 此外, 它还为土耳其和世界新兴的 MFOA 文献做出了宝贵贡献。
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Paulo Rita, Vasco Eiriz and Beatriz Conde
This study aims to determine how to influence the customer journey of mobile food ordering applications (MFOAs) users. It researches how available information could influence…
Abstract
Purpose
This study aims to determine how to influence the customer journey of mobile food ordering applications (MFOAs) users. It researches how available information could influence customers’ intention to use MFOAs platforms in the prepurchase stage and explores the potential of personalized information to improve customer satisfaction with these services in the postpurchase stage.
Design/methodology/approach
This research followed a mixed design, combining qualitative (focus groups) and quantitative (online survey) research and using both content analysis and partial least squares structural equation modeling.
Findings
Two types of available information (firm-generated information and online customer reviews) had a positive influence on the behavioral intention to use MFOAs. Additionally, findings showed that different web personalization strategies, namely, content personalization, functional personalization and system-driven personalization, were useful tools to create customer satisfaction with this type of platform.
Research limitations/implications
The study discusses limitations regarding the sample and sampling process, indicator variables and measures.
Practical implications
The present research provides actionable insights for online food delivery providers.
Originality/value
This study addresses a research gap in the literature and provides a novel and richer understanding of customer behavior toward mobile food delivery platforms. Also, it adds to the personalization research by identifying and testing a range of web personalization strategies.
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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…
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.
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Behzad Foroughi, Elaheh Yadegaridehkordi, Mohammad Iranmanesh, Teerachart Sukcharoen, Morteza Ghobakhlo and Mehrbakhsh Nilashi
Customers increasingly use food delivery applications (FDAs) to place orders. Despite the popularity of FDAs, limited research has investigated the drivers of the continuance…
Abstract
Purpose
Customers increasingly use food delivery applications (FDAs) to place orders. Despite the popularity of FDAs, limited research has investigated the drivers of the continuance intention to use FDAs. This study aims to uncover the drivers of the continuance intention to use FDAs by integrating the “technology continuance theory” (TCT) with perceived task-technology fit, perceived value and perceived food safety.
Design/methodology/approach
Data were collected from 398 individuals in Thailand and evaluated using “partial least squares” (PLS) and “fuzzy-set qualitative comparative analysis” (fsQCA).
Findings
The PLS results supported the significance of all direct relationships, except the effects of perceived ease of use on attitude and perceived usefulness on continuance intention. Accordingly, perceived food safety positively moderated the impact of perceived ease of use on attitudes. The fsQCA uncovered seven solutions with various combinations of factors that predicted high continuance intention.
Practical implications
This study enables food delivery apps to develop effective strategies for retaining users and sustaining financial performance.
Originality/value
This research contributes to the literature by investigating the factors underlying the continuous use of FDAs with a new PLS-fsQCA technique and applying TCT in a new technological context, FDAs and enriching it by adding three variables: perceived task-technology fit, perceived value and perceived food safety.
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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.
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Diep Ngoc Su, Duy Quy Nguyen-Phuoc, Tien Hanh Duong, My Than Tran Dinh, Tuan Trong Luu and Lester Johnson
The aims of this study are twofold: to examine mobile food delivery service (MFDS) from the perspectives of functional and technical quality, and to empirically evaluate the…
Abstract
Purpose
The aims of this study are twofold: to examine mobile food delivery service (MFDS) from the perspectives of functional and technical quality, and to empirically evaluate the influences of functional and technical quality on customer loyalty toward MFDS.
Design/methodology/approach
A conceptual framework of customer loyalty toward MFDSs was developed based on Gronroos’s service quality model. By using the PLS-SEM approach, the proposed model was empirically tested with a sample of 494 MFDS users through a survey via online social groups of food delivery service review.
Findings
The study validated the multi-dimensionality of MFDS functional quality including six dimensions (e.g. ease of use, app design, responsiveness, privacy and security, information quality, and personalization) and MFDS technical quality including two dimensions (e.g. safety and quality of delivered food, and quality of delivery service). The results indicated a significant direct link between functional quality and loyalty toward MFDS, while the effect of technical quality on loyalty was not found. Both functional quality and technical quality of MFDS demonstrated positive associations with customer perceived value of MFDS, which had a positive linkage with customer loyalty toward MFDS.
Research limitations/implications
The findings of the study advances Gronroos’ (1990) service quality perspective to m-commerce contexts, therefore and also offers MFDS providers effective strategies to launch a successful food delivery service.
Originality/value
The current study provides a first theoretical perspective on mobile service quality based on Gronroos’s model, which has not yet been examined. This study broadens the understanding of the loyalty toward a mobile-based service, particularly MFDS from the influences of two perspectives of service quality, namely, functional and technical quality.
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Shabab Absarul Islam, Robert Paul Jones, Asma Azad Akhi and Md. Shamim Talukder
Food waste in the hospitality sector has emerged as a global concern. Various technology-driven online food services such as the food delivery apps (FDA) contribute to hospitality…
Abstract
Purpose
Food waste in the hospitality sector has emerged as a global concern. Various technology-driven online food services such as the food delivery apps (FDA) contribute to hospitality food waste. FDA users might behave irresponsibly by ordering more foods than required which may lead to food waste generation. To date, limited studies have been attempted to understand how consumers’ over-ordering behavior through FDA result in hospitality food waste.
Design/methodology/approach
The authors used partial least squares structural equation modeling (PLS-SEM) to analyze survey data from 248 FDA users.
Findings
The results indicated that perceived convenience and trust positively influence consumers' attitude toward FDA, which in turn promotes over-ordering behavior. Interestingly, the anticipated positive relationship between price advantage and attitude toward FDA was not supported by the data. Furthermore, the authors confirmed that over-ordering behavior contributes to food waste, an outcome that has crucial implications for both the hospitality sector and sustainability efforts.
Originality/value
The current study employs the stimulus-organism-behavior-consequence (SOBC) theory to investigate the catalysts and consequences of over-ordering behavior via FDA. This study thus highlights the importance of the SOBC model in understanding consumer behavior.
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Francesco Calza, Annarita Sorrentino and Ilaria Tutore
This paper aims to determine how environmental sustainability (ES) can be integrated into the customer experience (CX). In order to accomplish this, the paper uses a customer…
Abstract
Purpose
This paper aims to determine how environmental sustainability (ES) can be integrated into the customer experience (CX). In order to accomplish this, the paper uses a customer journey (CJ) perspective. Speculatively, the paper analyses the experiential stakeholder ecosystem beyond the CJ to verify the obstacles to the implementation of ES.
Design/methodology/approach
This paper uses a qualitative analysis of in-depth interviews with multiple stakeholders within the food delivery ecosystem. The multi-stakeholder analysis allows the authors to explore the problem not only from an operational point of view but also from a strategic point of view since in the delivery of a service the value for the end customer is the result of the efforts of several players.
Findings
The results shed light on the importance attributed to ES by the players that make up the food delivery ecosystem. The findings emphasise the importance of an ecosystemic view amongst stakeholders to achieve ES.
Originality/value
This research extends the scarce and embryonic literature on a sustainable CX by applying a CJ perspective, by revealing how and with which touchpoints it is possible to be environmentally sustainable in the design of the CX.
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