Factors Affecting Continuance Intention of Food Ordering Applications

Khoirul Masrurin, Pramono Hari Adi, Intan Shaferi

Abstract


The objectives this research aims to explore the perceived expectation's confirmation and perceived
usefulness associated with a mobile food ordering application by considering its impact on satisfaction,
and intention to continue using. The methods this study used convenience sampling to collect data from
102 respondents who had previous experience with mobile food ordering applications during the COVID-
19 pandemic period in Indonesia. Regression technique is used as the statistical tools. The findings results
of this study indicate that the customer's expectation's confirmation and perceived usefulness have a
positive effect on e-satisfaction. And finally, customers' continuance intention to use a mobile food
ordering application is significantly influenced by their e-satisfaction. Research limitations is business
actors must focus on online sales through mobile ordering applications during the pandemic due to social
distancing and various restrictions in dealing with COVID-19. Customers must also ensure that at the
time the order is received, a good and correct Health protocol has been implemented. And then the value
this study combines the theory of expectation's confirmation and acceptance of model technology and
tests it in the context of a mobile or online food ordering application.
Keywords: E-satisfaction; expectation's confirmation; perceived usefulness; repurchase Intention;
mobile food ordering application.


Full Text:

PDF

References


Alalwan, A. A. (2020). Mobile food ordering apps: An empirical study of the factors affecting customer

e-satisfaction and continued intention to reuse. International Journal of Information

Management, 50, 28-44.

Baabdullah, A. M., Alalwan, A. A., Rana, N. P., Patil, P., & Dwivedi, Y. K. (2019). An integrated model

for m-banking adoption in Saudi Arabia. International Journal of Bank Marketing.

Bhattacherjee, A. (2001). Understanding information systems continuance: An expectation-confirmation

model. MIS quarterly, 351-370.

Gössling, S., Scott, D., & Hall, C. M. (2020). Pandemics, tourism and global change: a rapid assessment

of COVID-19. Journal of Sustainable Tourism, 29(1), 1-20.

Hellier, P. K., Geursen, G. M., Carr, R. A., & Rickard, J. A. (2003). Customer repurchase intention: A

general structural equation model. European journal of marketing.

Japutra, A., Keni, K., & Nguyen, B. (2015). The impact of brand logo identification and brand logo

benefit on Indonesian consumers’ relationship quality. Asia-Pacific Journal of Business

Administration.

Kapoor, A. P., & Vij, M. (2018). Technology at the dinner table: Ordering food online through mobile

apps. Journal of Retailing and Consumer Services, 43, 342-351.

Koiri, S. K., Mukherjee, S., & Dutta, S. (2019). A study on determining the factors impacting consumer

perception regarding the online food delivery apps in guwahati. GIS Business, 14.

Li, C. Y. (2015). Switching barriers and customer retention: Why customers dissatisfied with online

service recovery remain loyal. Journal of Service Theory and Practice.

Okumus, B., & Bilgihan, A. (2014). Proposing a model to test smartphone users' intention to use smart

applications when ordering food in restaurants. Journal of Hospitality and Tourism Technology.

Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction

decisions. Journal of marketing research, 17(4), 460-469.

Ozturk, A. B. (2016). Customer acceptance of cashless payment systems in the hospitality

industry. International Journal of Contemporary Hospitality Management.

Pigatto, G., Machado, J. G. D. C. F., dos Santos Negreti, A., & Machado, L. M. (2017). Have you chosen

your request? Analysis of online food delivery companies in Brazil. British Food Journal, 119(3),

-657.

Ray, A., Dhir, A., Bala, P. K., & Kaur, P. (2019). Why do people use food delivery apps (FDA)? A uses

and gratification theory perspective. Journal of Retailing and Consumer Services, 51, 221-230.

Shah, A. M., Yan, X., Shah, S. A. A., & Ali, M. (2020). Customers' perceived value and dining choice

through mobile apps in Indonesia. Asia Pacific Journal of Marketing and Logistics.

Spyridou, A. (2017). Perceived service quality and customer revisiting intention: The case of" all you can

eat" Asian restaurants in Southern Taiwan. Journal of Tourism, Heritage & Services

Marketing, 3(2), 30-38.

Shareef, M. A., Archer, N., & Dwivedi, Y. K. (2012). Examining adoption behavior of mobile

government. Journal of Computer Information Systems, 53(2), 39-49.

Spreng, R.A., Mackenzie, S.B & Olshavsky, R.W. (1996). A re-examination of the determinants

of consumer satisfaction. Journal of Marketing, Vol. 60 No.3, pp. 15.

Tang, A.K.Y. (2019), “A systematic literature review and analysis on mobile apps in mcommerce:

implications for future research”, Electronic Commerce Research and

Applications, Vol. 37, 100885, doi: 10.1016/j.elerap.2019.100885.

Tojib, D. and Tsarenko, Y. (2012). Post-adoption modeling of advanced mobile serviceuse,

Journal of Business Research, Vol. 65 No. 7, pp. 922-928

Wang, Y.S., Tseng, T.H., Wang, W.T., Shih, Y.W. and Chan, P.Y. (2019), Developing and

validating a mobile catering app success model, International Journal of Hospitality

Management, Vol. 7, pp. 19-30.

Wilson, N. (2019). The Impact of Perceived Usefulness and Perceived Ease-of-Use toward Repurchase Intention in the Indonesian E-Commerce Industry, Jurnal Manajemen

Indonesia. Vol. 19 (3), pp. 241-249.

Xu, X. and Huang, Y. (2019), “Restaurant information cues, Diners' expectations, and need for

cognition: experimental studies of online-to-offline mobile food ordering”, Journal of

Retailing and Consumer Services, Vol. 51, pp. 231-241.

Yeo, V.C.S., Goh, S.K. and Rezaei, S. (2017), Consumer experiences, attitude and behavioral

intention toward online food delivery (OFD) services, Journal of Retailing and Consumer

Services, Vol. 35, pp. 150-162.

Citi Velocity (2020), “How covid-19 is impacting online food delivery platforms”, available at:

https://www.citivelocity.com/citigps/how-covid-19-is-impacting-online-food-deliveryplatforms/

(accessed 27 June 2020)

Hospitality Insights (2020), “Covid-19 delivery services”, available at:

https://hospitalityinsights.ehl.edu/covid-19-delivery-services (accessed 14 April 2021)

https://katadata.co.id/desysetyowati/digital/601279c09f33d/peta-persaingan-grabfood-dangofood-

di-tengah-kehadiran-shopeefood (accessed 14 April 2021)

https://www.bps.go.id/pressrelease/2021/01/21/1854/hasil-sensus-penduduk-2020.html

(accessed 14 April 2021)


Refbacks

  • There are currently no refbacks.