Mobile food ordering apps: An empirical study of the factors affecting customer e-satisfaction and continued intention to reuse
By Ali Abdallah Alalwan. International Journal of Information Management, 2020
720 citations recorded by the source corpus.
Abstract Mobile food ordering apps (MFOAs) have been widely considered in the restaurant sector as innovative channels to reach customers and provide them with high-quality services. However, there are important questions regarding the impact of implementing MFOAs on customer satisfaction and on customers’ intention to reuse such apps. Several studies have examined the outcomes of using MFOAs from the customer’s perspective. The fundamental purpose of this study is to identify and empirically examine the main factors predicting the e-satisfaction with MFOAs and customers’ intention to reuse such apps in Jordan. This research proposes an integrated model based on the extended Unified Theory of Acceptance and Use of Technology (UTAUT2) and the features of MFOAs: online review, online rating, and online tracking. The data was collected from a convenience sample of Jordanian customers who have used MFOAs. The main results are based on structural equation modelling and support the role of online review, online rating, online tracking, performance expectancy, hedonic motivation, and price value on e-satisfaction and continued intention to reuse. This study provides a theoretical contribution and presents practical implications relevant to academics and practitioners working in areas related to MFOAs.
Subfields: Information Systems and Management, Marketing, Organizational Behavior and Human Resource Management
View Paper: https://www.semanticscholar.org/paper/640830106324601494ca5f8657f4dd4e2620b3a5
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Citations in the corpus
- Revisiting food delivery apps during COVID-19 pandemic? Investigating the role of emotions (2021, methodology): “…or use intentions of FDAs in several countries such as China (Cho et al., 2019; Zhao and Bacao, 2020), South Korea (Lee et al., 2019; Roh and Park, 2019), USA (Gunden et al., 2020), Jordan (Alalwan, 2020), India (Kapoor and Vij, 2018; Ray et al., 2019), and Malaysia (Yeo et al., 2017) among others.”
- Do social media platforms develop consumer panic buying during the fear of Covid-19 pandemic (2020, background): “Other researchers stated social media enhanced the information sharing among consumers through online rating, sponsored ads, online reviews, social motivation, and social influencers (Alalwan et al., 2017; Alalwan, 2018, 2020).”