Technology at the Dining Table: Linking perceived value, service recovery, and continuous intention to use food delivery applications

Abstract

Purpose -This study examined the influence of convenience, design, trustworthiness, price, and various food choices on the perceived value of food delivery applications. Furthermore, it investigated the role of perceived value and service recovery in the formation of attitudes and consumers' continuous intention to use food delivery apps.Theoretical framework -The study used prior literature to develop a conceptual model of continuous intention to use food delivery apps. Moreover, the study further expands the model by considering the element of service recovery.Design/methodology/approach -The data were collected from users of food delivery apps that have previously faced some service failure issues. Using a sample of 380 respondents, the PLS-SEM technique was applied to test the hypotheses.Findings -The results showed that attitude and perceived value have a positive impact on continuous intention to use food delivery apps, whereas service recovery does not affect continuous intention to use them. However, both service recovery and perceived value have a positive impact on consumers' attitudes towards food delivery apps. The results also revealed that all of the quality attributes of food delivery apps considered in the study positively affect the value perceived by the consumer. Practical & social implications of research -The findings of the study are beneficial for the food delivery businesses in terms of designing appropriate strategies aimed at developing consumers' continuous intention to use food applications. It also contributes to the theory development by further complementing the framework with the service recovery factor.Originality/value -This is the first study to bring "service recovery" into the limelight in the context of food delivery apps. Moreover, it is the first study to establish a set of food delivery app quality attributes in a developing economy to determine perceived value, attitudes, and continuous intention to use such apps.

Determinants of satisfaction with online food delivery providers and their impact on restaurant brands

“…The COVID-19 pandemic further accelerated this adoption process, fostering OFD activity due to capacity restrictions for restaurants and consumers’ concerns about getting infected in enclosed places (Euromonitor, 2020). Despite the growth of this market, several academics sustain that only a few works have focused on the consumers of OFDs (Aslam et al , 2021; Rivera, 2019), and even fewer have analyzed how the performance of OFDs could impact restaurants (Dirsehan and Cankat, 2021). The fact that restaurants control little or nothing about the performance of OFDs (digital platforms and delivery workers) represents a risk if this performance affects restaurant brands.…”

“…This factor also influences the PFQ because the temperature or conditions of delivered food could turn inappropriate if the delivery time exceeds a given threshold. Finally, a good service recovery policy is very appreciated by customers in case of service failures by OFDs (Aslam et al , 2021; Williams et al , 2020).…”

“…It has been demonstrated that e-SQ positively influences customer satisfaction in online settings (Jeon and Jeong, 2017;Suhartanto et al, 2019;Annaraud and Berezina, 2020). Furthermore, specific characteristics such as OFD's design, trustworthiness and variety of food options have significantly explained perceived value and attitudes toward OFDs (Aslam et al, 2021). Cheng et al (2021) also assert that system operation, order traceability Online food delivery providers and timely and accurate order fulfillment positively impact customer satisfaction with OFDs.…”

An exploratory investigation of technology-assisted dining experiences from the consumer perspective

“…The second dimension concerns convenience. The convenience introduced by technology has been widely recognized in previous studies (Aslam et al , 2021). However, this study detailed how technology improves the convenience of the dining experience, including compiling consumption records, making intelligent recommendations and providing timely service.…”

Modelling the significance of food delivery service quality on customer satisfaction and reuse intention

“…The integration of this user demand-oriented service with takeout resource integration provides consumers with much food-ordering information and convenient food delivery services [ 5 ]. In expanding this novel business model, catering enterprises could offer customers unique sales and marketing channels through online ordering and digital food delivery services [ 6 ]. The emergence of online food delivery platforms that enable food orders beyond time and space inevitably transforms conventional dining.…”