Satisfaction with mobile food delivery app (MFDA) usage and the moderating role of perceived COVID 19 risk

Journal article

Humbani, M., Higueras-Castillo, E. and Liébana-Cabanillas, F. 2024. Satisfaction with mobile food delivery app (MFDA) usage and the moderating role of perceived COVID 19 risk. International Journal of Hospitality Management. 121, pp. 1-11. https://doi.org/10.1016/j.ijhm.2024.103807
AuthorsHumbani, M., Higueras-Castillo, E. and Liébana-Cabanillas, F.
Abstract

The purpose of this study was to determine the influence of MFDAs characteristics on satisfaction in a health emergence situation, as well as the interrelationships between satisfaction, trust, and continuance intention. Unlike other existing studies, this research examines the determinants of satisfaction classified into two groups based on the Expectation-Confirmation Model: on one hand, service-related factors (external - lifestyle compatibility and various food choices), and on the other hand, technical factors (internal - personalization, performance expectancy, and task technology fit) in the context of MFDA. Additionally, the moderating role of perceived COVID-19 risk was explored. The study provides a tool that app developers can use to test their proposed systems before commercialisation through measuring the relationship between MFDA system characteristics and user satisfaction.

KeywordsMobile food delivery applications; technical factors; service factors; trust; continuance intention; health emergence
Year2024
JournalInternational Journal of Hospitality Management
Journal citation121, pp. 1-11
PublisherElsevier
ISSN0278-4319
Digital Object Identifier (DOI)https://doi.org/10.1016/j.ijhm.2024.103807
Web address (URL)https://www.elsevier.com/locate/ijhm
Publisher's version
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File Access Level
Open
Output statusPublished
Publication datesAug 2024
Online24 May 2024
Publication process dates
Accepted17 May 2024
Deposited03 Jun 2025
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