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Food delivery apps: factors influencing continuance usage intention and the role of efficiency

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Resumo:Food delivery applications (FDA) have become one of the most popular app services globally. Despite that, few researchers have addressed customer experiences with such apps. This study aims to investigate the factors that influence food delivery apps continuance usage intention and the role of efficiency by extending the expectation-confirmation model. An online questionnaire survey was used to collect data from 307 smartphone owners in Brazil. The results indicate the important roles of customer satisfaction and habit in influencing continuance usage intention of food delivery apps. Moreover, the significance of efficiency for satisfaction and its moderating effect on the confirmation-satisfaction relationship was found. The current study contributes to increasing the knowledge regarding the determinants of continuance intention in the context of food delivery apps by incorporating habit and efficiency. We believe this is the first time that efficiency has been studied and tested holistically in the mobile context, whether its direct importance in satisfaction or its moderating effects.
Autores principais:Marzotto, Ricardo Afonso
Assunto:Food delivery app Expectation-confirmation model (ECM) Continuance intention Efficiency Habit Brazil
Ano:2021
País:Portugal
Tipo de documento:dissertação de mestrado
Tipo de acesso:acesso aberto
Instituição associada:Universidade Nova de Lisboa
Idioma:inglês
Origem:Repositório Institucional da UNL

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