Online Food Delivery Service Quality: Does Personal Innovativeness Matter?

Yusra, Yusra; Agus, Arawati

doi:10.31580/apss.v2i3.453

Cited by 21 publications

(16 citation statements)

References 8 publications

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“…Recent literature has shown that consumer service, experience, and WOM are related to each other in the context of food delivery applications (Kaur, Dhir, Ray, et al., 2020). A positive association was found between the quality of services and WOM in the online food delivery context (Yusra & Agus, 2018). WOM is directly proportional to consumer satisfaction.…”

Section: Research Model and Hypotheses Developmentmentioning

confidence: 99%

An innovation resistance theory perspective on home service applications: The moderating role of country context

Kumar

Chauhan

Jaiswal

2022

Int J Consumer Studies

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On‐demand home service applications (HSAs) have revolutionized the service industry and are gaining high popularity. By using the innovation resistance theory in HSA context, the present study aimed to (a) examine the relationships of consumer barriers with trust and word of mouth (WOM) and (b) analyze how country context moderates the relationships of consumer barriers with trust. Survey data were gathered from 343 respondents (India = 216, The USA = 127) and analyzed using SmartPLS 3 software. The results showed that value barrier, risk barrier, and image barrier negatively affect trust and WOM. While the tradition barrier is insignificantly associated with trust and WOM, and usage barrier negatively relates to WOM only. The study also discovered the positive association of trust with WOM. The study further found that the country context moderates the relationship of value barrier, risk barrier, and image barrier with trust. Finally, implications for theory and practice are presented.

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Section: Research Model and Hypotheses Developmentmentioning

confidence: 99%

An innovation resistance theory perspective on home service applications: The moderating role of country context

Kumar

Chauhan

Jaiswal

2022

Int J Consumer Studies

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“…In addition to this, moral values could act as a barrier for OFD continuance. Yusra and Agus (2018) found that, while satisfaction mediates the quality of service and customer loyalty, personal innovativeness of customers influenced their faith and delight. Correa et al (2018) suggested that transaction volumes and timely deliveries were not associated with traffic.…”

Section: Theoretical Literaturementioning

confidence: 99%

Innovation resistance theory perspective on the use of food delivery applications

Kaur

Dhir

Ray

et al. 2020

JEIM

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PurposeThe current study tries to better understand the resistance toward food delivery applications (FDAs). This study has adapted the existing criteria to measure different consumer barriers toward FDAs. It also examined the relationships between various consumer barriers, intention to use FDAs and word-of-mouth (WOM).Design/methodology/approachThis study utilized the innovation resistance theory (IRT) and a mixed-method approach comprised of qualitative essays submitted by 125 respondents and primary surveys (N = 366) of FDA users.FindingsTradition barrier (trust) shared a negative association with use intention, while image barrier (poor customer service) shared a negative association with WOM. The intention to use was positively associated with WOM. Additionally, the study results reveal that image barrier (poor customer experience) and value barrier (poor quality control) were, in fact, positively related to WOM. This study also discusses the managerial and theoretical implications of these findings and the scope for further research on FDAs.Originality/valueFDAs have revolutionized the food delivery industry and made it more comfortable and convenient for the consumers. However, FDA service providers are facing challenges from both customers and restaurants. Although scholars investigated customer behavior toward FDAs, no prior study has focused on consumer barriers toward FDA usage.

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“…In context of OFDAs, there is insufficient research on consumer behaviour and prior literature depicts that the available studies have primarily employed the technology acceptance models, including UTAUT2 (Alalwan, 2020;, UTAUT (Okumus et al, 2018), Extended Information Technology Continuance Model (Yeo et al, 2017), and electronic-service quality framework (Sjahroeddin, 2018;Suhartanto et al, 2019;Yusra & Agus, 2018).…”

Section: Introductionmentioning

confidence: 99%

Give your hunger a new option: Understanding consumers' continuous intention to use online food delivery apps using trust transfer theory

Raza

Asif

Akram

2022

Int J Consumer Studies

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The recent growth of online food delivery apps (OFDAs) centralized the restaurant's business in electronic distribution platforms. Recently, a few researchers have attempted to understand consumer behaviour towards using OFDAs. However, various aspects related to the usage of OFDAs have not been explored. Drawing from trust transfer theory, the purpose of this study is to fill this gap by investigating the trust transfer from OFDAs to restaurants and to address the boundary condition of trust transfer by examining the moderating effect of perceived effectiveness of dispute resolution (PEDR) between trust in OFDAs and trust in a restaurant. The model was tested via structural equation modelling (SEM) using data obtained from 836 users of OFDAs through structured questionnaire. The results show that trust in OFDAs positively influence the trust in restaurant, which ultimately leads to the consumers' continuous purchase intention. Further, PEDR positively moderates the relationship between trust in OFDAs and trust in a restaurant. Additionally, disposition to trust and online reviews significantly develops consumer trust in OFDAs. The present research makes substantial theoretical and practical contributions as it develops a trust transfer mechanism by considering an emerging mobile‐commerce field. The study provides a first theoretical outlook on consumers' continuous intention to use OFDAs, using trust transfer theory, which has not been considered so far. The findings provide information for food delivery platforms on how to manage conflict resolution to succeed in the market and help restaurants in selecting the most effective food delivery platforms with which to collaborate.

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Online Food Delivery Service Quality: Does Personal Innovativeness Matter?

Cited by 21 publications

References 8 publications

An innovation resistance theory perspective on home service applications: The moderating role of country context

An innovation resistance theory perspective on home service applications: The moderating role of country context

Innovation resistance theory perspective on the use of food delivery applications

Give your hunger a new option: Understanding consumers' continuous intention to use online food delivery apps using trust transfer theory

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