Have a personal or library account? Click to login
Key Factors Influencing Customer Satisfaction and Intention to Reuse Food Ordering Apps Cover

Key Factors Influencing Customer Satisfaction and Intention to Reuse Food Ordering Apps

Open Access
|Jun 2023

References

  1. Alagoz, S. M., & Hekimoglu, H. (2012). A study on tam: analysis of customer attitudes in online food ordering system. Procedia-Social and Behavioral Sciences, 62, 1138–1143. https://doi.org/10.1016/j.sbspro.2012.09.195
  2. Alalwan, A. A., Dwivedi, Y. K., & Rana, N. P. (2017). Factors influencing adoption of mobile banking by Jordanian bank customers: extending UTAUT2 with trust. International Journal of Information Management, 37(3), 99–110. https://doi.org/10.1016/j.ijinfomgt.2017.01.002
  3. Brown, S. A., & Venkatesh, V. (2005). A Model of adoption of technology in the household: A baseline model test and extension incorporating household life cycle. Management Information Systems Quarterly, 29(3), 11.
  4. Bhattacherjee, A. (2001). Understanding information systems continuance: An expectation-confirmation model. MIS Quarterly, 25(3), 351-370. https://doi.org/10.2307/3250921
  5. Chen, J. V., Rungruengsamrit, D., Rajkumar, T. M., & Yen, D. C. (2013). Success of electronic commerce websites: a comparative study in two countries. Information and Management, 50(6), 344–355. https://doi.org/10.1016/j.im.2013.02.007
  6. Cho, M., Bonn, M. A., & Li, J. J. (2019). Differences in perceptions about food delivery apps between single-person and multi-person households. International Journal of Hospitality Management, 77, 108–116. https://doi.org/10.1016/j.ijhm.2018.06.019
  7. Choi, J. C. (2020). User familiarity and satisfaction with food delivery mobile apps. Sage Open, 10(4), 2158244020970563. https://doi.org/10.1177/2158244020970563
  8. Cyr, D., Bonanni, C., Bowes, J., & Ilsever, J. (2005). Beyond trust: web site design preferences across cultures. Journal of Global Information Management, 13, 25–54. https://doi.org/10.4018/jgim.2005100102
  9. Cheng, H. H., & Huang, S. W. (2013). Exploring antecedents and consequence of online group-buying intention: An extended perspective on theory of planned behavior. International Journal of Information Management, 33(1), 185-198.
  10. Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13(3), 319–340. https://doi.org/10.2307/249008
  11. Davis, F. D., Bagozzi, R. P., & Warshaw, P. R. (1992). Extrinsic and intrinsic motivation to use computers in the workplace 1. Journal of Applied Social Psychology, 22(14), 1111–1132. https://doi.org/10.1111/j.1559-1816.1992.tb00945.x
  12. Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39–50. https://doi.org/10.1177/002224378101800104
  13. Franque, F. B., Oliveira, T., & Tam, C. (2021). Understanding the factors of mobile payment continuance intention: empirical test in an African context. Heliyon, 7(8), e07807. https://doi.org/10.1016/j.heliyon.2021.e07807
  14. Filieri, R. (2015). What makes online reviews helpful? A diagnosticity-adoption framework to explain informational and normative influences in e-WOM. Journal of Business Research, 68(6), 1261-1270.
  15. Gao, L., Waechter, K. A., & Bai, X. (2015). Understanding consumers’ continuance intention towards mobile purchase: a theoretical framework and empirical study – a case of China. Computers in Human Behavior, 53, 249–262. https://doi.org/10.1016/j.chb.2015.07.014
  16. Hair, J., Sarstedt, M., Hopkins, L., & G. Kuppelwieser, V. (2014). Partial least squares structural equation modeling (PLS-SEM). European Business Review, 26(2), 106–121. https://doi.org/10.1108/EBR-10-2013-0128
  17. Henseler, J., Ringle, C. M., & Sarstedt, M. (2014). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the Academy of Marketing Science, 43(1), 115–135. https://doi.org/10.1007/s11747-014-0403-8
  18. Henseler, J., Hubona, G., & Ray, P. A. (2016). Using PLS path modeling in new technology research: updated guidelines. Industrial Management & Data Systems, 116(1), 2–20. https://doi.org/10.1108/IMDS-09-2015-0382
  19. Hoang, T. P. T., & Lam, Q. L. (2020). The factors affect consumer’s trust and continuous usage intention of food delivery mobile apps. HCMC Open University Journal of Science - Economics and Business Administration, 16(2), 99-116
  20. Hsiao, C. H., Chang, J. J., & Tang, K. Y. (2016). Exploring the influential factors in continuance usage of mobile social apps: satisfaction, habit, and customer value perspectives. Telematics and Informatics, 33(2), 342–355. https://doi.org/10.1016/j.tele.2015.08.014
  21. Iyer, P., Davari, A., & Mukherjee, A. (2018). Investigating the effectiveness of retailers’ mobile applications in determining customer satisfaction and repatronage intentions? A congruency perspective. Journal of Retailing and Consumer Services, 44, 235–243. https://doi.org/10.1016/j.jretconser.2018.07.017
  22. Kang, J. W., & Namkung, Y. (2019). The role of personalization on continuance intention in food service mobile apps. International Journal of Contemporary Hospitality Management, 31(2), 734–752. https://doi.org/10.1108/IJCHM-12-2017-0783
  23. Kapoor, A. P., & Vij, M. (2018). Technology at the dinner table: ordering food online through mobile apps. Journal of Retailing and Consumer Services, 43, 342–351. https://doi.org/10.1016/j.jretconser.2018.04.001
  24. Lee, S. W., Sung, H. J., & Jeon, H. M. (2019). Determinants of continuous intention on food delivery apps: extending UTAUT2 with information quality. Sustainability, 11(11), 3141. https://doi.org/10.3390/su11113141
  25. Malaquias, R. F., & Hwang, Y. (2019). Mobile banking use: A comparative study with Brazilian and US participants. International Journal of Information Management, 44, 132-140.
  26. Nguyen, T. T., Nguyen, N., Nguyen, T. B., Phan, T. T., Bui, L. P., & Moon, H. C. (2019). Investigating consumer attitude and intention towards online food purchasing in an emerging economy: an extended TAM approach. Foods, 8(11), 576. https://doi.org/10.3390/foods8110576
  27. Okumus, B., Ali, F., Bilgihan, A., & Ozturk, A. B. (2018). Psychological factors influencing customers’ acceptance of smartphone diet apps when ordering food at restaurants. International Journal of Hospitality Management, 72, 67–77. https://doi.org/10.1016/j.ijhm.2018.01.001
  28. Okumus, B., & Anil, B. (2014). Proposing a model to test smartphone users’ intention to use smart applications when ordering food in restaurants. Journal of Hospitality and Tourism Technology, 5(1), 31–49. https://doi.org/10.1108/JHTT-01-2013-0003
  29. Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4), 460–469.
  30. Oyedele, A., Saldivar, R., Hernandez, M. D., & Goenner, E. (2018). Modeling satisfaction and repurchase intentions of mobile smart wristbands: the role of social mindfulness and perceived value. Young Consumers, 19(3), 237–250. https://doi.org/10.1108/YC-09-2017-00737
  31. Rana, N. P., Dwivedi, Y. K., Williams, M. D., & Weerakkody, V. (2016). Adoption of online public grievance redressal system in India: toward developing a unified view. Computers in Human Behavior, 59, 265–282. https://doi.org/10.1016/j.chb.2016.02.019
  32. Rose, S., Clark, M., Samouel, P., & Hair, N. (2012). Online customer experience in e-retailing: an empirical model of antecedents and outcomes. Journal of Retailing, 88(2), 308–322. https://doi.org/10.1016/j.jretai.2012.03.001
  33. See-To, E. W. K., & Ho, K. K. W. (2014). Value co-creation and purchase intention in social network sites: the role of electronic word-of-mouth and trust – a theoretical analysis. Computers in Human Behavior, 31, 182–189. ttps://doi.org/10.1016/j.chb.2013.10.013
  34. Tam, C., Santos, D., & Oliveira, T. (2020). Exploring the influential factors of continuance intention to use mobile apps: extending the expectation confirmation model. Information Systems Frontiers, 22(1), 243–257. https://doi.org/10.1007/s10796-018-9864-5
  35. Thong, J. Y. L., Hong, S. J., & Tam, K. Y. (2006). The effects of post-adoption beliefs on the expectation-confirmation model for information technology continuance. International Journal of Human-Computer Studies, 64(9), 799–810. https://doi.org/10.1016/j.ijhcs.2006.05.001
  36. Tamilmani K, Rana NP, Prakasam N et al (2019) The battle of brain vs. heart: A literature review and meta-analysis of “hedonic motivation” use in UTAUT2. International Journal of Information Management, 46, 222-235.
  37. Venkatesh, V., Morris, M. G., Davis, G. B., & Davis, F. D. (2003). User acceptance of information technology: toward a unified view. MIS Quarterly, 27(3), 425–478. https://doi.org/10.2307/30036540
  38. Venkatesh, V., Thong, J. Y. L., & Xu, X. (2012). Consumer Acceptance and use of information technology: extending the unified theory of acceptance and use of technology. MIS Quarterly, 36(1), 157–178. https://doi.org/10.2307/41410412
  39. Venkatesh, V., & Zhang, X. (2010). Unified theory of acceptance and use of technology: U.S. vs. China. Journal of Global Information Technology Management, 13(1), 5–27. https://doi.org/10.1080/1097198X.2010.10856507
  40. Vuong, K. T., & Rajagopal, P. (2020). A review of the management process with the mediating role of the budget process on the performance of Vietnamese SMEs. Management dynamics in the knowledge economy, 8(3), 277-296. https://doi.org/10.2478/mdke-2020-0018
  41. Vuong, T. K., & Bui, H. M. (2023). The role of corporate social responsibility activities in employees’ perception of brand reputation and brand equity. Case Studies in Chemical and Environmental Engineering, 7, 100313. https://doi.org/10.1016/j.cscee.2023.100313
  42. Wang, X., Goh, D. H. L., & Lim, E. P. (2020). Understanding continuance intention toward crowdsourcing games: a longitudinal investigation. International Journal of Human–Computer Interaction, 36(12), 1168–1177. https://doi.org/10.1080/10447318.2020.1724010
  43. Wang, Y. S., Tseng, T. H., Wang, W. T., Shih, Y. W., & Chan, P. Y. (2019). Developing and validating a mobile catering app success model. International Journal of Hospitality Management, 77, 19–30. https://doi.org/10.1016/j.ijhm.2018.06.002
  44. Yeo, V. C. S., Goh, S. K., & Rezaei, S. (2017). Consumer experiences, attitude and behavioral intention toward online food delivery (OFD) services. Journal of Retailing and Consumer Services, 35, 150–162. https://doi.org/10.1016/j.jretconser.2016.12.013
  45. Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31–46. https://doi.org/10.1177/002224299606000203
  46. Zhang, J., Huang, J., & Chen, J. (2010). Empirical research on user acceptance of mobile searches. Tsinghua Science and Technology, 15(2), 235–245. https://doi.org/10.1016/S1007-0214(10)70056-0
  47. Wu, R. Z., & Tian, X. F. (2021). Investigating the impact of critical factors on continuous usage intention towards enterprise social networks: an integrated model of IS success and TTF. Sustainability, 13(14), 7619. https://doi.org/10.3390/su13147619
DOI: https://doi.org/10.2478/mdke-2023-0011 | Journal eISSN: 2392-8042 | Journal ISSN: 2286-2668
Language: English
Page range: 152 - 169
Submitted on: May 22, 2023
Accepted on: Jun 7, 2023
Published on: Jun 19, 2023
Published by: Scoala Nationala de Studii Politice si Administrative
In partnership with: Paradigm Publishing Services
Publication frequency: 4 issues per year

© 2023 Thuy Ngoc Lam, Tuan Khanh Vuong, Siem Thi Tran, published by Scoala Nationala de Studii Politice si Administrative
This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 License.