Key Factors Influencing Customer Satisfaction and Intention to Reuse Food Ordering Apps
Thuy Ngoc Lam,
Tuan Khanh Vuong,
Siem Thi Tran
Abstract:This empirical study aims to identify and evaluate the crucial factors that influence customer satisfaction and their intention to reuse a food ordering app (FOA) in Ho Chi Minh City (HCMC), Vietnam. A data sample of 413 observations from customers who used the FOA was used to test hypotheses using a quantitative technique and a structural linear model. The results indicated that among the four key factors, performance expectancy, price value, and online reviews had direct and indirect effects on customers’ co… Show more
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