Publicação
Grocery delivery platforms
| Resumo: | Purpose This study explores how positive user experiences with grocery delivery platforms influence key consumer behavioural outcomes, specifically, repurchase and word-of-mouth intentions. As digital technologies continue to transform retail and consumption patterns, understanding the mechanisms driving consumer engagement in this context is increasingly critical. Design/methodology/approach A mixed-methods research design was employed. Qualitative insights were derived from a focus group of 8 participants to uncover salient perceptions of grocery delivery platforms. These findings inform the development of a quantitative survey, administered to 207 consumers. Findings Results indicate that ease of use, product availability, delivery efficiency and overall convenience significantly influence consumer behavioural responses. These attributes impact the app-mediated shopping experience and foster stronger repurchase and enhanced word-of-mouth intentions. Originality/value This study contributes to the literature on consumer behaviour and human-computer interaction by focussing on mobile-enabled e-grocery services and identifying the specific attributes that shape consumer engagement. By integrating qualitative and quantitative evidence, the study provides a nuanced understanding of how technology-driven grocery platforms can enhance user interaction and drive loyalty-related outcomes. |
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| Autores principais: | Rodrigues, Bruna |
| Outros Autores: | Rohden, Simoni F. |
| Assunto: | Online grocery purchase Word-of-mouth Repurchase Food delivery apps Tourism, Leisure and Hospitality Management Marketing SDG 12 - Responsible Consumption and Production SDG 9 - Industry, Innovation, and Infrastructure |
| Ano: | 2026 |
| País: | Portugal |
| Tipo de documento: | artigo |
| Tipo de acesso: | acesso aberto |
| Instituição associada: | Universidade Nova de Lisboa |
| Idioma: | inglês |
| Origem: | Repositório Institucional da UNL |
| Resumo: | Purpose This study explores how positive user experiences with grocery delivery platforms influence key consumer behavioural outcomes, specifically, repurchase and word-of-mouth intentions. As digital technologies continue to transform retail and consumption patterns, understanding the mechanisms driving consumer engagement in this context is increasingly critical. Design/methodology/approach A mixed-methods research design was employed. Qualitative insights were derived from a focus group of 8 participants to uncover salient perceptions of grocery delivery platforms. These findings inform the development of a quantitative survey, administered to 207 consumers. Findings Results indicate that ease of use, product availability, delivery efficiency and overall convenience significantly influence consumer behavioural responses. These attributes impact the app-mediated shopping experience and foster stronger repurchase and enhanced word-of-mouth intentions. Originality/value This study contributes to the literature on consumer behaviour and human-computer interaction by focussing on mobile-enabled e-grocery services and identifying the specific attributes that shape consumer engagement. By integrating qualitative and quantitative evidence, the study provides a nuanced understanding of how technology-driven grocery platforms can enhance user interaction and drive loyalty-related outcomes. |
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