Application of the technology acceptance model to food delivery apps

Lee, Won Seok; Myungkeun, Song; Moon, Joonho; Tang, Ruo-Han

doi:10.1108/bfj-05-2021-0574

Cited by 19 publications

(20 citation statements)

References 73 publications

(224 reference statements)

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“…the four basic constructs in the theory of planned behaviour model) positively predicted consumers' intentions to continue to use food delivery apps. Similarly, Lee et al (2023) adopted the technology acceptance model to explore consumers' intention to use OFODSs and found that ease of use and usefulness positively influence intention to use apps. This result is in line with Gani et al (2021), who found that information and food service attributes influenced the perceived usefulness of OFODSs and shaped respondents' intention to use them.…”

Section: Ofods Quality and Customer Expectationsmentioning

confidence: 99%

“…the four basic constructs in the theory of planned behaviour model) positively predicted consumers' intentions to continue to use food delivery apps. Similarly, Lee et al. (2023) adopted the technology acceptance model to explore consumers' intention to use OFODSs and found that ease of use and usefulness positively influence intention to use apps.…”

Section: Literature Reviewmentioning

confidence: 99%

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Improving online food ordering and delivery service quality by managing customer expectations: evidence from Italy

Bonfanti

Rossato

Vigolo

et al. 2023

BFJ

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PurposeSince the outbreak of the Covid-19 pandemic, many restaurants and catering businesses have introduced or improved online food ordering and delivery services (OFODSs). This study aims to identify service quality expectations about OFODSs, to examine their content and to suggest management strategies to meet these expectations.Design/methodology/approachAdopting a qualitative method, four focus groups were conducted amongst Italian users of OFODSs.FindingsThe results reveal three dimensions of expectations, each comprising two categories that can be set along a continuum: (1) basicness of expectations (ranging from implicit to explicit), (2) accuracy of expectations (ranging from fuzzy to precise) and (3) attainability of expectations (ranging from realistic to unrealistic). Content may refer to technical, social, economic, legal and technological aspects. To meet customer expectations, the following strategies are suggested: customer reassurance, flexibility, continuous improvement, customer education, adaptation to customers' requirements and monitoring of exceptions.Practical implicationsThis study provides specific activities in which restaurants and catering businesses could invest to enact the management strategies that emerged from the analysis.Originality/valueThis paper proposes a new classification of expectations and framework for improving OFODS quality by managing customer expectations.

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Section: Ofods Quality and Customer Expectationsmentioning

confidence: 99%

Section: Literature Reviewmentioning

confidence: 99%

Improving online food ordering and delivery service quality by managing customer expectations: evidence from Italy

Bonfanti

Rossato

Vigolo

et al. 2023

BFJ

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“…It entails transparent information sharing to make consumers feel assured. Specifically, researchers have unveiled OFD consumers’ desires for real-time tracking, transparent and high-quality online reviews (Cho et al ., 2019; Lee et al ., 2023). Therefore, the assurance of OFD service is operationalized as follows:ASSUR1 – Real-time GPS tracking: consumers are enabled to monitor the location of food delivery rider and the estimated delivery time.ASSUR2 – Food reviews: consumer reviews of the food and restaurant chains are available.ASSUR3 – Rider reviews: consumer reviews of food delivery riders are available.…”

Section: Literature Review and Theoretical Frameworkmentioning

confidence: 99%

“…OFD platforms have also been diversifying their services to cater to consumers’ personalized requirements. Although often omitted by research conducted in other regions, the multitude of payment options is found to be important for Asian consumers (Lee et al ., 2023; Pandey et al ., 2022). Singapore, our research area, is characterized by diversified payment methods (Statista, 2022a).…”

Section: Literature Review and Theoretical Frameworkmentioning

confidence: 99%

“…Cho et al (2019) noted the tangible effects of convenience, design, trustworthiness, price and various food choices on OFD platforms. Lee et al (2023) highlighted consumers' expectations for transparent information on delivery, diverse menus, high-quality consumer reviews, easy registration and payment processes. Yet, evidence from these studies has been scattered, as they failed to form a systematic quality framework for OFD services.…”

Section: Illustration Of Ofd Processmentioning

confidence: 99%

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Unveiling consumers’ nonlinear evaluation of service performances in online food delivery: a quantitative Kano analysis

Ma,

Limierta,

Teo

et al. 2023

BFJ

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PurposeThe study proposes an evaluation model that allows quantitative characterization of the effects of service quality on consumer’s satisfaction for online food delivery (OFD) services in a nonlinear manner. As such, the authors endeavor to bridge the research-to-practice gaps whereby the effect magnitudes and nonlinear patterns of service quality have been overlooked in the current literature.Design/methodology/approach The quantitative Kano method is adopted. A Kano questionnaire was first developed by synthesizing and operationalizing existing evidence on OFD service qualities. The questionnaire solicited consumers’ evaluations of 21 OFD service attributes, and it was distributed to an online panel in Singapore. With 580 valid responses, the functions that quantitatively depict effects of each attribute on consumer’s satisfaction were subsequently derived.Findings The results reveal that among Singaporean consumers, food quality, reliability of delivery, responsiveness of customer support, ease-of-use of digital interfaces and promotions are pivotal attributes contributing to above-average satisfaction improvement across all performance levels. Meanwhile, delivery riders’ attitudes and real-time tracking functions emerge as substantial contributors to satisfaction at high-performance levels.Practical implications The findings provide crucial insights for OFD practitioners in Singapore in resource prioritization and service optimization. This study demonstrated the importance of streamlining customer support services and focusing on the utilitarian aspects of OFD services. Moreover, these results can be employed in advanced service improvement procedures, providing a roadmap for future OFD service enhancements.Originality/value This study pioneers the development of a quantitative quality evaluation model in the OFD context. With the established quantitative Kano model, the study addresses the omission of effect magnitudes and nonlinear patterns of service quality. It highlights the transition from a binary “does it affect satisfaction” to a more nuanced “how much does it affect satisfaction” approach, offering a robust understanding of consumer’s satisfaction dynamics.

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Are apps for urban food purchasing and consumption meeting Italian consumers' needs? A mixed‐methods analysis

Monticone,

Samoggia,

Viti

2024

J of Consumer Behaviour

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The number of mobile phone apps downloads, especially those in the food and drink category, is growing worldwide. Such growth in digitalisation has brought the food industry and retailers to try and understand consumers new shopping needs and preferences to offer the best virtual experience to purchase food online. Past research rarely explore the features of the currently available apps for purchasing and consumption of agro‐food products compared with consumers' perception, barriers and drivers of online purchasing. The present research aims to fill this gap, in three steps. First, investigating consumers' perceptions of apps currently available for food purchasing and consumption, as well as drivers and barriers towards of online food purchasing and towards online food shopping from (peri)urban initiatives using the theory of consumer values as a theoretical framework (Study 1). Second, analysing the features of existent apps used at (peri)urban level and/or supporting (peri)urban food purchasing and consumption adopting the technology acceptance model as a theoretical framework (Study 2). Third, cross‐analysing consumer needs emerging from the survey with apps features. Quantitative data elaboration included a cluster analysis to group apps based on their features, and principal component analysis to identify consumers' key barriers and drivers. Results support how the desire to eat fresh and seasonal food is the main driver for buying from (peri)urban agriculture initiatives, whereas a more rational and aware food consumption are the drivers for choosing online over in person shopping. The most common type of apps are those aimed at food delivery, and those selling and buying food and providing food information. Restaurants and cafes are the main market channels for consumers' food online purchasing. When consumer needs (Study 1) and apps features (Study 2) are compared, a mismatch of the two emerges. Sustainability food profile and information on seasonal food are consumers' favourite features, but they are present in a limited number of apps. Results provide insights for marketing strategies and future research.

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Application of the technology acceptance model to food delivery apps

Cited by 19 publications

References 73 publications

Improving online food ordering and delivery service quality by managing customer expectations: evidence from Italy

Improving online food ordering and delivery service quality by managing customer expectations: evidence from Italy

Unveiling consumers’ nonlinear evaluation of service performances in online food delivery: a quantitative Kano analysis

Are apps for urban food purchasing and consumption meeting Italian consumers' needs? A mixed‐methods analysis

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