Mobile food ordering apps: An empirical study of the factors affecting customer e-satisfaction and continued intention to reuse

Alalwan, Ali Abdallah

doi:10.1016/j.ijinfomgt.2019.04.008

Cited by 538 publications

(691 citation statements)

References 103 publications

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“…As the definition suggests, consumers are increasingly using apps for ordering food, banking, entertainment, shopping, etc. [2,16,23,31].…”

Section: Mobile Appsmentioning

confidence: 99%

“…The PE construct is the same as perceived usefulness in TAM and is one of the core predictors for the behavioral intention of users. Studies conducted in the past have empirically tested the relationship between PE and continuous use intention and found it to be significant in areas like food ordering apps [23], online courses [26], and news apps [13].…”

Section: Performance Expectancy (Pe)mentioning

confidence: 99%

“…Since news apps are software that run on smartphones, it is hard to access news apps without proper internet connection. Meanwhile, users also place equal consideration on the quality of these apps and whether they can perform steadily without any technical glitches and downtime or not [23]. Along with the necessary infrastructure, additional facilities, like customer support and service delivery, are also essential for providing quality services to users.…”

Section: Facilitating Conditions (Fc)mentioning

confidence: 99%

“…To achieve the objectives of this study, we considered eight factors for our research, which were drawn from the findings of past studies [23,49,102], and modified them to fit the continuous use intention of mobile apps in the context of India. There was a total of 29 questions on the main factors of our conceptual framework.…”

Section: Research Instrumentmentioning

confidence: 99%

“…In addition to this, most studies related to the intersection of users and technology, and particularly to those concerning apps, have largely focused on intention and initial adoption [23,24], while at the same time, the UTAUT2 model has not been fully explored to address the issue of continuous intention.…”

Section: Introductionmentioning

confidence: 99%

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Role of Personalization in Continuous Use Intention of Mobile News Apps in India: Extending the UTAUT2 Model

Cheng

Sharma

et al. 2020

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The aim of this study was to empirically examine the extended unified theory of acceptance and use of technology 2 (UTAUT2) model by adding “personalization” as one of the antecedents, as well as a moderator to determine the key factors for the continuous use intention of mobile news applications (apps). For this study, an online and manual sample survey of 309 respondents, who had used the news app earlier, was collected and analyzed, using quantitative methods such as explanatory and confirmatory factor analysis, structural equation modeling, and Hayes process for finding moderating effects among variables. The findings of the direct effect demonstrated that performance expectancy (PE) has the most influential effect on continuous use intention, followed by habit (HT), hedonic motivation (HM), and facilitating conditions (FC). Furthermore, the outcome of tests for the moderating effect of personalization between UTAUT2 constructs and continuous use intention (CUI) showed that personalization has a significant moderating effect on performance expectancy and habit. Therefore, this research establishes the key role of PE, HT, HM, and FC as main factors that trigger the users’ continuous use intention of news apps and provides an integrated framework to assess the moderating effect of personalization on technology acceptance. The findings of the research expand the existing literature on news applications and provide foundation for future research studies in the area of mobile news apps.

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“…As the definition suggests, consumers are increasingly using apps for ordering food, banking, entertainment, shopping, etc. [2,16,23,31].…”

Section: Mobile Appsmentioning

confidence: 99%

Section: Performance Expectancy (Pe)mentioning

confidence: 99%

Section: Facilitating Conditions (Fc)mentioning

confidence: 99%

Section: Research Instrumentmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

See 3 more Smart Citations

Role of Personalization in Continuous Use Intention of Mobile News Apps in India: Extending the UTAUT2 Model

Cheng

Sharma

et al. 2020

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Examining the impact of social commerce dimensions on customers' value cocreation: The mediating effect of social trust

Alalwan

Algharabat

Baabdullah

et al. 2019

J of Consumer Behaviour

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One of the main aspects of the Web 2.0 revolution has been social commerce that has resulted in many people across the world increasingly engaging with commercial activities over social media platforms. However, the academic and research interest in social commerce is still low, and more studies are required to accelerate awareness of the most important issues relating to social commerce, in particular, social trust and value cocreation. Thus, the present study aims to propose a conceptual model that is intended to enable greater understanding of the causal interactions between social commerce constructs, social trust, and customer value cocreation. We collected data using a sample of 300 followers and fans of online Facebook communities, and we analysed them by using a structural equation model. The results show that social commerce constructs positively impact on social trust. Furthermore, we found that social trust positively impacts on the three dimensions of customer value cocreation. We found that social trust mediates the relationship between the social commerce and customer value cocreation dimensions. The paper presents a considerable theoretical contribution for being the first study that links social commerce constructs with social trust. The linkage between social commerce constructs, social trust, and customer value cocreation dimensions will also be beneficial for social media marketing strategists and managers.

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Toward a unified theory of technology continuance: Effects of conscious versus unconscious factors

Nguyen¹,

Chiu²,

et al. 2022

J of Consumer Behaviour

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The containment measures for the COVID‐19 pandemic, including social distancing, lockdown or quarantining, have led to a paradigm shift in people's life. In the wake of the pandemic, many people have begun adopting technology as a way to maintain their daily activities and limit face‐to‐face human interactions. While the pandemic has facilitated the widespread use of technology, little attention has been paid to how consumers' intention to continue using technology is affected by their rational evaluation and habitual response, simultaneously. To address this knowledge gap, this study employs the expectation‐confirmation model as a theoretical lens to propose the research model and explain the antecedents of technology continuance intention from both perspectives of conscious versus unconscious responses. The conscious response is reflected in perceived value and satisfaction, whereas the unconscious response is characterized as habit. The proposed research model and hypotheses are supported by the data collected from 308 online food delivery service users. Our results show that habit is driven by perceived value and satisfaction, and then mediates the effects of them on continuance intention. Moreover, habit exerts the strongest effect on continuance intention and weakens the importance of perceived value as well as satisfaction to continuance intention. This study is expected to set the theoretical foundation for more future research that focus on the exploration of the conscious versus unconscious nature of consumers' technology continuance. The study concludes with practical implications and suggestions for catering businesses and relevant stakeholders.

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Mobile food ordering apps: An empirical study of the factors affecting customer e-satisfaction and continued intention to reuse

Cited by 538 publications

References 103 publications

Role of Personalization in Continuous Use Intention of Mobile News Apps in India: Extending the UTAUT2 Model

Role of Personalization in Continuous Use Intention of Mobile News Apps in India: Extending the UTAUT2 Model

Examining the impact of social commerce dimensions on customers' value cocreation: The mediating effect of social trust

Toward a unified theory of technology continuance: Effects of conscious versus unconscious factors

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