Abstract:PurposeThis study explores and compares the reasons for or against including situational triggers on the adoption of food delivery apps (FDAs) across lesser-researched Asian countries like India and the Philippines.Design/methodology/approachThe study utilises a qualitative research methodology using focus group discussions and interviews across each country.FindingsRespondents from India highlighted the importance of convenience, aggressive discounts, app service quality, fulfilment and multiple payment optio… Show more
“…Furthermore, many Asian countries such as Malaysia, Singapore and Thailand have also implemented lockdowns, resulting in many restaurants could not survive because customers could not dine in (Gursoy and Chi, 2020). For this reason, many restaurants have been forced to offer contactless services such as online food delivery (OFD) services to stay alive during the COVID-19 pandemic (Pandey et al, 2021). For instance, Statista (2021) reported that the global OFD market size had reached $111.32bn in 2020 and is expected to grow further.…”
Section: Introductionmentioning
confidence: 99%
“…Extant studies have been conducted to understand factors influencing consumers' satisfaction towards and continuous intention to use OFD services (Alalwan, 2020;Cai and Leung, 2020;Cho et al, 2019;Kang and Namkung, 2019;Pandey et al, 2021;Roh and Park, 2019;Shah et al, 2020;Suhartanto et al, 2019;Troise et al, 2021;Wen et al, 2021;Xu and Huang, 2019;Yeo et al, 2017;Zhao and Bacao, 2020;Zhuang et al, 2021); the influence of OFD service quality has not been carefully examined. Most existing studies conceptualised OFD service quality based on service quality scales developed for other contexts such as m-commerce shopping (Yusra and Agus, 2020) and online self-service (Suhartanto et al, 2019).…”
Section: Introductionmentioning
confidence: 99%
“…Extant studies have been conducted to understand factors influencing consumers' satisfaction towards and continuous intention to use OFD services (Alalwan, 2020; Cai and Leung, 2020; Cho et al. , 2019; Kang and Namkung, 2019; Pandey et al. , 2021; Roh and Park, 2019; Shah et al.…”
PurposeThe main purpose of this study is to explore how online food delivery (OFD) service quality influences customer satisfaction and customer loyalty.Design/methodology/approachA total of 307 useable data collected from existing users of OFD services in Malaysia are used to verify the proposed hypotheses through partial least squares structural equation modelling (PLS-SEM). Necessary condition analysis (NCA) is also conducted to identify the necessary conditions for customer satisfaction and customer loyalty.FindingsThe PLS results show that five dimensions of OFD service quality, including assurance, maintenance of meal quality and hygiene, reliability, security and system operation, are significant to customer satisfaction. Traceability is found to have no significant influence on customer satisfaction. Furthermore, customer satisfaction is a significant predictor of customer loyalty. The NCA results show that all dimensions of OFD service quality are necessary conditions for customer satisfaction and customer satisfaction is a necessary condition for customer loyalty.Originality/valuePast studies have mainly utilised the sufficiency logic to understand customer satisfaction and customer loyalty in the context of the OFD. This study is the first to perform NCA that relies on necessity logic to identify necessary conditions for customer satisfaction and customer loyalty.
“…Furthermore, many Asian countries such as Malaysia, Singapore and Thailand have also implemented lockdowns, resulting in many restaurants could not survive because customers could not dine in (Gursoy and Chi, 2020). For this reason, many restaurants have been forced to offer contactless services such as online food delivery (OFD) services to stay alive during the COVID-19 pandemic (Pandey et al, 2021). For instance, Statista (2021) reported that the global OFD market size had reached $111.32bn in 2020 and is expected to grow further.…”
Section: Introductionmentioning
confidence: 99%
“…Extant studies have been conducted to understand factors influencing consumers' satisfaction towards and continuous intention to use OFD services (Alalwan, 2020;Cai and Leung, 2020;Cho et al, 2019;Kang and Namkung, 2019;Pandey et al, 2021;Roh and Park, 2019;Shah et al, 2020;Suhartanto et al, 2019;Troise et al, 2021;Wen et al, 2021;Xu and Huang, 2019;Yeo et al, 2017;Zhao and Bacao, 2020;Zhuang et al, 2021); the influence of OFD service quality has not been carefully examined. Most existing studies conceptualised OFD service quality based on service quality scales developed for other contexts such as m-commerce shopping (Yusra and Agus, 2020) and online self-service (Suhartanto et al, 2019).…”
Section: Introductionmentioning
confidence: 99%
“…Extant studies have been conducted to understand factors influencing consumers' satisfaction towards and continuous intention to use OFD services (Alalwan, 2020; Cai and Leung, 2020; Cho et al. , 2019; Kang and Namkung, 2019; Pandey et al. , 2021; Roh and Park, 2019; Shah et al.…”
PurposeThe main purpose of this study is to explore how online food delivery (OFD) service quality influences customer satisfaction and customer loyalty.Design/methodology/approachA total of 307 useable data collected from existing users of OFD services in Malaysia are used to verify the proposed hypotheses through partial least squares structural equation modelling (PLS-SEM). Necessary condition analysis (NCA) is also conducted to identify the necessary conditions for customer satisfaction and customer loyalty.FindingsThe PLS results show that five dimensions of OFD service quality, including assurance, maintenance of meal quality and hygiene, reliability, security and system operation, are significant to customer satisfaction. Traceability is found to have no significant influence on customer satisfaction. Furthermore, customer satisfaction is a significant predictor of customer loyalty. The NCA results show that all dimensions of OFD service quality are necessary conditions for customer satisfaction and customer satisfaction is a necessary condition for customer loyalty.Originality/valuePast studies have mainly utilised the sufficiency logic to understand customer satisfaction and customer loyalty in the context of the OFD. This study is the first to perform NCA that relies on necessity logic to identify necessary conditions for customer satisfaction and customer loyalty.
“…5 ). This sign seems logical as food delivery applications are becoming increasingly popular by which consumers can order food from restaurants that are located far from their workplace (Pandey et al, 2021 ). Fig.…”
The present paper investigates the location pattern of co-working spaces in Delhi which is absent in the existing body of knowledge. Delhi is a political, administrative, educational, scientific and innovation capital that accommodates many co-working spaces in India. We developed Ordinary least squares (OLS) and geographically weighted regression (GWR) models to understand the associations of co-working spaces of digital labourers with other urban socio-economic, services and lifestyle variables in Delhi using secondary data for 117 coworking locations in 280 municipal wards of NCT-Delhi. Model diagnostic suggested that the GWR model provides additional information regarding geographical distribution of coworking spaces, and density of bars, median house rent, fitness centres, metro train stations, restaurants, cinemas, cafés, and creative enterprises are statistically significant parameters to estimate them. The importance of coworking spaces has increased in the post-disaster period, so this study informs public policies to benefit people and companies who choose coworking routes, and recommends urban planners, developers, and real-estate professionals to consider the proximity of creative industries in planning and developing coworking spaces in the future. Also, in the post COVID-19 period, to increase local jobs and long-term place sustainability, a localised policy intervention for coworking spaces in Delhi is highly recommended.
“…OFOA market share has expanded tremendously in recent years, and OFOAs are becoming increasingly competitive, particularly among the younger generation, who own smartphones and are familiar with the use of mobile apps (Saad, 2020). The conveniences provided by OFOAs—such as presenting a list of restaurants and sorting food items based on price, distance and projected delivery time, including the anticipated time for producing the food dish—and the increasing disposable income of consumers contribute to their appeal (Pandey et al. , 2021).…”
PurposeOnline food ordering apps (OFOAs) have become increasingly popular, and consumers have widely recognized their benefits, particularly during pandemics or lockdowns. Despite the growing popularity of OFOAs, little is known about technology acceptance theories and their impact on purchase intention. The current study proposes the amalgamation of three theories to bridge this gap, better explaining customer behaviour toward OFOAs.Design/methodology/approachTo create a model, the researcher applied technology acceptance theories, visibility and purchase intention. To obtain results, the researcher used structural equation modelling (SEM) and moderation analysis on 432 responses obtained through a questionnaire.FindingsAccording to the research, all constructs were found to have a favourable and significant impact on the intention to use OFOAs, except compatibility. The moderating effect of visibility on intent to purchase is shown in the study. The study's findings add to the knowledge of consumer behaviour and practice.Research limitations/implicationsThis work sheds light on technology acceptance theories that ensure that OFOA platforms are used indefinitely. Furthermore, the significance of visibility as a mediator of purchase intention provides a deep insight into customer behaviour.Originality/valueThis model, which combines technology acceptance theories' original constructs with visibility to moderate purchase intention on OFOA platforms, is the first of its type in the current literature. Furthermore, this theoretical progress paves the way for future research.
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